Ongoing Failure by Mondo to Cancel Contract Despite Repeated Attempts

I am writing to formally lodge a complaint against Mondo regarding their unacceptable handling of a contract cancellation request I initiated in January 2025. Despite multiple emails and diligently following the correct procedures, I have experienced nothing but delays, poor communication, and a complete lack of resolution. On 14 January 2025, I emailed Customer Care requesting the immediate cancellation of a newly initiated WiFi contract due to zero reception at my residence. I had clearly stated to the sales representative, Mohammed, before signing the contract that there were significant signal issues in my area. I requested information on how to return the router. On 18 January, I followed up, noting that I was assured of a 12-day cooling-off period and explicitly stated that I would not have entered the agreement if I could not cancel in the event of reception problems. I expressed my growing frustration with the lack of responsiveness and empty assurances. Eventually, a representative (Nonkululeko) responded, and I promptly asked for the return details. I physically returned the router to the MTN shop in our area shortly after that. However, on 20 May, to my dismay, I discovered that my account was still being billed, despite the router having been returned months earlier and the contract having never been used. I followed up again on 23 and 28 May, providing a complete communication trail and pointing out that Mondo had even logged the wrong home address, which contributed to the lack of reception. As of end July, the issue remains unresolved. There has been no confirmation of cancellation, no refund, and now they let me know that there is not enough good evidence to cancel this contract, and no clear communication as to where the router is and how to get it back, from Mondo despite repeated, polite follow-ups from my side. This level of service is absolutely unacceptable. As a long-standing client with multiple other contracts with MTN, I expected at least a minimal standard of customer care. Instead, my experience has been one of neglect, broken promises, and a blatant disregard for consumer protection and communication standards. I therefore formally request that this complaint be escalated and that Mondo be held accountable for: • Failing to cancel the contract within the cooling-off period. • Continuing to charge for a service that could not be used. • Ignoring repeated requests and failing to follow up after the device was returned. • Offering inaccurate delivery/address information which contributed to the failed service. I request the immediate cancellation of the contract, removal of all charges since January 2025, and a full refund of any payments debited after the return of the router.