telkom express greenstone, contract signed but refused to give router

Good day, I app**** for the 30 gig router for R199 at the greenstone store and I qualified for it. After signing all documents required they refuse to give me the router because my finger prints do not match. Kindly assist as this is not fair as I am an existing customer and I see the account has already loaded in my Telkom app which means the debit order is going to go off my account but i did not get the product.. I dealt with a lady by the name of ester from the greenstone express store