XDS authentication is required by but is not being used anymore by TELKOM!

I am trying to upgrade my contract online and via telephone. However, each time I call the agent says i need xds authentication. I've gone to telkom stores as requested by the agents. None of stores do xds authentication anymore! They all do biometrics. So, I've had the biometrics authentication done. Called in to telkom sales multiple times. They state that xds authentification is still needed even though I've done the bio-metric authentication. It is thus impossible to get any further. Why use a system that is old?