Pathetic service delivery

I took a contract with mweb last year they delivered my LTE router to my house. I offered the courier company my Rica documents and they didn't want to wait for it citing that they scared for the dogs in yard. I advised that the dogs are harmless and they were out of reach of the dogs but they were in a rush n left. After 6 months mweb decided to suspend the account due to not having Rica documents. This has caused me absolute frustration to say the least. I have called mweb and waited 7minute and 32 seconds on the line before call was picked up and dropped. This leave me with no internet connection at present and is causing absolute frustration. My question is how can have delivered a comms device without Rica documents and now I must bear the brunt of this??