Charged for a router that never worked – MTN refusing to cancel

In June 2025, I ordered a 5G home router from MTN. The router was delivered, but it never worked.

I tried calling MTN, and I was told the router was registered under the wrong address. They did not check if my area has 5G coverage before registering it. My area only supports 4G, so the router cannot work here.

I also contacted MTN’s coverage team to check if my area is supported. I was told my area is not covered and that the only option is to take the router back to the store — they said there is nothing else they can do.

Despite this, MTN has been charging me every month, including clawback fees, for a service I never used. The balance started at around R5,500 in September and has increased to about R5,700, even though no data was ever used.

I have tried multiple times to resolve this: • Called MTN customer care • Sent emails • Contacted Facebook support • Went to the MTN store to request cancellation

MTN insists I must pay all fees, including clawback fees, before they cancel the account. I cannot pay for a service that never worked due to MTN’s mistake.

I am requesting: 1. Immediate cancellation of this contract at no cost 2. Removal of all charges, including clawback fees 3. Written confirmation that my credit profile will not be affected

The router can be returned as it has never worked. I expect MTN to resolve this fairly and urgently, as it is unjust to charge a customer for a service they never received.