You have no measures in place for people with disabilities!
MONDO,MTN, DSV  PLEASE ASSIST! 

You have no measures in place for people with disabilities! 

I don't have thumbs, I cannot get verified with biometrics / fingerprint scanner!

I've upgraded via telephone on 17 October when I was called by MTN agents. I later found out that an external company upgraded me , called Mondo. MTN, how did Mondo get my number and how did they know that I was due for an upgrade?

I specifically asked the agent to take note that I cannot do the fingerprint biometric verification, as I do not have thumbs, I am classified disabled at internal affairs. My hands are deformed. Therefore there is no fingerprints on my ID or Driver's license.  There is no fingerprints of mine at internal affairs or on any police records. She said that will not be a problem as I will receive a OTP. 

However, on the 20th October when DSV attempted to deliver my parcel,  there was no OTP option on the scanner, nor did I receive one from Mondo or MTN. We tried the fingerprint scan, obviously it did not work! Tried it multiple times. How embarrassing!

I called DSV, who said I must request the pin from MTN. I then spoke to MTN, they said I have to get it from Mondo. I called Mondo, they then said that I must get it from MTN. I called both twice to no prevail. This was so frustrating. No manager or higher person was available.

The DSV guy had to leave with my devices.  I was left feeling frustrated & embarrassed.

Needless to say, I have been calling DSV, MTN and Mondo every day. Every time there was requests sent to grant me the OTP option (so they say, for it has not worked so-far) from both the operators at Mondo & MTN.  Mondo Emails Mtn EVERY DAY and every day I called MTN and then the service person tell me they have made the request for me. Then in less than an hour, I get te same sms from MTN that notifies me that my order is paused Authentication failed. A woman called Annie from  MTN told me rudely yesterday that MTN does not send OTP requests, the only do Biometric verification. 

DSV also sent requests to look into this. But nothing helped! I have been sent in circles every day. 

I even Emailed MTN , Mondo & DSV. That was completely useless, as I received no real communication from anyone. Only reference for query logged & Mondo's automated nonsense messages like "We have not forgotten about you"
and "This is taking longer that expected,  how embarrassing ".

Every day DSV calls me to arrange delivery and every day they tell me that they have to do biometric verification,  and everyday it gets canceled when I tell them I can't be verified that way. This is just ridiculous.

Surely I am not the only person with no fingers in South Africa! 

This has been a very degrading and frustrating ordeal for me. I need actual managers from MTN, MONDO and DSV to look at the situation as the operators are not trained to handle my specific situation and nothing gets resolved. I don't understand how this is even possible that there is no provision for special cases like mine. 

I am at the point where I feel I should cancel my upgrade. I am not getting anywhere and I feel this is due to ignorance. 

Please please help! Please escalate this to higher authority! Do something that actually help, for at the moment I feel like every operator just makes the right noises and moves me over to the next person. 

Order# 1-**********8 
Marlene Pieterse 
**********

#MTN #MONDO #DSV #ABS #DIFFERENTLYABLED #DISABILITY #SOUTHAFRICA