Telkom Big Deal with a lot of pain.

I have recently upgraded my Telkom Fibre connection from a 4MB connection to a 10MB connection. I first tried to do this online, but after waiting 5 days for a call back, I eventually went to the store in Gateway (Umhlanga). While they happily upgraded me, they were supposed to give me a new router and Android box and a range extender as part of their promotion they were having in January. The lady who served me did give me the router on the day as I mentioned to her that the current one was not the best, but she told me that they would need to wait for the contract to be activated before they could give me the rest of the items that were part of the promotion. This was last week, 25th of January 2019. I have still heard nothing from Telkom, so I once again decided to go to the store since it is a week later and the line is now active at 10MBps. When they put the upgrade through they took my thumbprints which apparently is their procedure. So this time when I went there they told me that they couldn't give me the items since I didn't have my SA ID document with me, and they needed this because they need to do my Biometrics. This makes no sense, why bother doing Biometrics if you are going to use my ID document as the only acceptable form of identification. Now I need to once again take time out of my day to go to Gateway once again to deal with these idiots. My issues are the following: 1. Why do they need my Id book when I already have a contract with them and have had since 2012 2. Why do they need my Thumbprints in the first place if they are not going to use them to identify me. 3. Why are they absolutely appalling at getting to customers.