BAD SERVICES, COLD WELCOME - ***** BEFORE THE LINE IS ACTIVE

Went to MTN Sandton on Wednesday (21/04/2021) last week to apply for the router contract. Lesego told me the system is slow, but will process my application and inform me if approved. Later I received call that it was approved. Also received number of msgs including the one stating I have been approved for limit of R13 594 over and above my my contract cost. Collected the router on Wednesday and requested the limit to be set to zero. Mbali, who was assisting in absence of Lesego said she is unable to reset the limit and I should phone the customer care line. Friday, I sent an email to Lesego asking her about the limit and she never answered. Saturday I called MTN customer care and was told they cant change the limit, as it can only be done at the store, however, the limit of R13 594 has already been used. Bear in mind, the router is not activated or used yet. Still intact in the box. They will escalate the matter (SR:***) for ***** and will be contact in 3 days. Haven't heard from MTN Sunday I went back to MTN Sandton to have a face to face to with the manager. He wasn't there but Lesego was. She said it is impossible to have used the limit if line is not even active. After checking she found that it has been used. Instead she said the lady who was helping me online did something wrong. Was puzzled because the lady on the customer care line said she cant change the limit. I then requested Lesego to set the limit to zero or cancel the contract. She couldn't and also couldn't get hold of the manager she said, although the assistant manager was advising there and there. I said cancel it if you cant change the limit, which by the way has been used already. I handed in the sealed router as it was given. Received contract cancellation msg. She then said the system shows that I will have to pay R899 for cancellation. I said I'm not paying anything, as the router is sealed, not used, returned with 4 days after collecting. She said, through the advise of the assistant manager, will send the email to the retention to waive the amount and will then forward me the email she sent to them. While I was with her I received a msg that my query has been closed. Until today I haven't heard or receive anything from retention or her. I sent her two msg already and also contacted her on the number she gave. no response. But I noted, someone access my "closed" profile yesterday as I received sms that authentication failed and later successful