Misleading and poor service

My auntie was called by MTN and offered a rooter, which was delivered to her, 6 months later the rooter stopped working and she decided to go to MTN Eastgate mall for assistance, where she was assisted by Consultant Rhea. She delivered both the router and the SIM card so they could check where the problem was. She was told that they would book it in with a technician and that it would take up to 3 weeks.

Over a month passed with no update. My auntie went back to the store to follow up, since she was still being charged every month under the contract. She was told to wait another week. When she returned,the same consultant told my auntie that the rooter was ready for collection. She collected it the same dat but it still didn’t work.

She went back the next day and was assisted by a different consultant who checked my auntie account on the system confirmed that the rooter was never booked for repair

Instead of assisting MTN forced my auntie to pay a R575 cancellation fee, in case she decided to cancel the contract.

Ms Mtimkulu *** ***