Failure in delivery of device

I have been a client of MTN for 20 years. For the past few contract upgrades I have mostly worked through the Apple IStore website without any difficulties. For my upgrade this year I was phoned by RewardsCo, a MTN subsidiary, with a great ‘Black Friday Deal’. Finalising the contract upgrade went very smoothly and confirmation emails/SMS’s from MTN was received. This was 18 Nov 2022. The first attempt at delivery (by DVS couriers) was the next week. This delivery failed due to them unable to identify me using a fingerprint scanner, despite giving them a copy of ID (real ID document was presented)and proof of address. After discussing this with the courier operator they said that it was MTN’s protocol not to deliver without fingerprint/biometric confirmation, but they would arrange with MTN an alternate way of authentication before next delivery. At the next delivery the same happened.

It is now more than a month that I am waiting for my phone to be delivered. Every time that I contact their call center I am met with apologies but no solution to my problem. Requests for feedback has also been ignored. On one call I will be kept on hold very long just to be transferred to their service rating bot and the call terminated afterwards.