Service ducks

I'm not sure if its the system but I'm guinely ****ed at whatever is happening. I'm being assisted by a guy called Tshepo and I'm here to do an upgrade..... This is the 3rd time upgrading my contract but it had has never happen that my finger prints had to be scanned for 2 hour 30 minutes.... If its the system can someone do something about it.... Mtn Brits mall