SIM Delivery Issues

I recently upgraded my mobile phone package which involved obtaining a new SIM card. Prior to delivery I was informed that, as part of the delivery authentication process, the courier would now be required to take my fingerprints. Well, the courier duly arrived but his cellphone scanner was unable to read my thumbprints. Even though I had all the usual support documentation, the courier stated he was not at liberty to hand over the package. My question to MTN is why do they not have an immediate back-up plan in cases such as this? Currently no feed-back from MTN as to how they intend to resolve this issue.