Bad service from Mtn store at Phola Mall Kwamhlanga

My mom bought mtn home connect fiber online and it did not work we called mtn consultants and they said we must take it to our nearest store which is at Phola Mall Kwamhlanga and their manager said we should call consultants to help us when we call mtn they say we must go back to the store now they handed over the matter to their legal team while they are the ones who are not willing to help my mother. The store manager said he cannot assist because we bought it online and online consultants said we must take it to store. They took it at the store but did not cancel the contract so how come they say we owe mtn money? Their service is soo bad, their consultants are impatient and handing over to the legal team make things worse. I am giving you the chance to fix this matter before handing it over to my legal consultant. You can contact me at ***