Service received from MTN re Cellphone Contracts

We wish to place on record the disastrous service we received from the Morningside Branch on 5th March 2024. Went in to renew three contracts and obtain an additional phone and number. Spent nearly 5 hours at the branch only to fine we could not get the new phone with a new number as it had to go to the verification dept. Was advised the phone would be able in three day or so Waited nearly two weeks then on a Sunday the Manager received a call to say he must come in for finger prints. Surely it was know when the manager was at the branch they now require finger prints. The finger print machine was on the consultants desk at the time. Since then we have emailed the complaints department numerous times no reply has been received . To date we still dont hasve the new phone. As it takes the manager nearly an hour to get to Sandton to the Morningside Branch and an hour bank , the manager has indicated he cannot afford to waste more time just to go for finger prints. Apparently consultant is trying to get authorization to over ride the biometric verification and the phone delivered. Surely in such a big company queries should be solved immediately. all the paperwork and renewal contracts for the other phones was not give to manager either. Originally went to Branch on 5th March 2024 today is the 19th April 2024 and still the addtional new phone has not been received. He even bought a screen protector for the new phone which the consultant is still sitting with. The company has had a cellphone account with MTN for many years and this is how a loyal long term customer is treated We still await the courtesy of reply to our letter of complaint. if it was not a longwinded process to change contracts we would be going to another service provider.