Problems with getting my phone

I have been waiting since the 15th of this month for my upgrade phone to be delivered by MTN's courier company DSV. They have delivered the phone to me twice and each time they were unable to give me my phone because I failed their authentication verification process. I have contacted MTN multiple times but have not had any feedback other than that they would call me back, which of course they never do. This is a classic example of companies implementing flawed processes just so that they can infuriate customers.