Complaint

I took a package of month to month contract which is uncapped home wifi with MTN. I am paying R269 each month. I no longer need this wifi and yesterday, 16 July 2024, I called MTN to cancel the contract. I was then told by the cancelation consultant that because it is month to month contract, he will not be able to assist. I should take the router to the nearest MTN store and they will assist with cancelation. I was okay with this information because that's what they informed me upon taking up this contract. Today, 17 July 2024 I went to the nearest MTN store which is at Lichtenburg Mall to cancel the month to month contract. To my surprise, I was told that they will not be able to assist me, I must bring the invoice that was sent with the router. I told then I do not have it and did not see the need to keep it unless if it was specified that upon cancelation I will need it. The staff at Lichtenburg Mall then told me they unfortunately will not be able to assist without that invoice. I asked them why do they need that specific invoice if I have the most recent invoices that have all the information and invoices are emailed monthly? They told me that invoice is a proof that the contract is indeed with MTM. I explained that the fact that MTN debits and send me invoices monthly should be enough to serve as a proof. They said no they will not help. Now I asked them that since I do not have that invoice that was delivered with the router then what is the way forward how can they assist me. They said there is absolutely nothing they can do. Meaning I have a liability of R269.00 for the rest of my life, for something I no longer need.

Can someone please assist because this is very strange. No one said anything about the original invoice during the time I was taking up this contract. I no longer need this and would like to cancel it. During the advertising of this package, they said no hassle during cancelation but wow.