Poor Service From MTN

My father has been struggling for almost a month now to get his ID changed with MTN. When he got his ID card the last digits of his ID number changed. His account with MTN is still on his old ID, which does not have a bar code. When he upgraded last month and the courier wanted to deliver his handset, the courier scanned the id card, but it did not register as MTN is still on the old ID. His old id does not have a bar code as it is too old. He did try and change his ID in the past with MTN. I went with him on 26 January 2023 to get it done again. We were there for about 2 hours. He struggled to scan his thump as his thump print damaged though the years of hard hand work. I cant understand why they cant just do it another way. I followed up with MTN via Whatsapp on a weekly basis. The feedback: 27 Jan '23: They say the consultant must wait. 3 Feb '23: Consultant followed up - MTN said it would take 7-14 work days. 9 Feb '23Consultant logged another call to get feedback on the previous call. 15 Feb '23. Consultant is still waiting. This is just not acceptable. My father is Wickus v/d Walt. Let me know if you need the ID numbers. We need to get this solved.