Contract Cencellation request

Good Morning.

I have been in contact with Rahul in your cancellations department who has been assisting me with my cancellation request. REF. ***. He has asked me to address this with you in the form of an email.

On December 22nd i was approved in store at your GALLERIA branch for the R499 Uncapped LTE Router contract.

I app**** for this contract on behalf of my mother who is a pensioner and i advised the store that the Router would be placed at my Mother's residence which is not my primary residence. Reason for this being that my Mother is a pensioner and cannot take out a contract on her name due to affordability.

I also advised the store that the router would need to be configured to my mothers address.

I was then contacted on the 23rd December 2021 by your MTN Direct store in Galleria and went through to the store to collect the router.

When we arrived at my Mothers premises we plugged the router in. The Router signal was strong and we were able to connect to the router from the Network list however the router had No Internet Connection.

I then returned to the store after the christmas weekend on the 28th December 2021 to advise the store that the router was not working. The Technician in store then reset the router and tested in store before sending us away. We then returned home and plugged the router in again and it still had the same issue where we were able to connect to the router but there was still no internet connection.

I then went back to the store for the 3rd time and advised them that the router was not working. The store asked me to leave the router with them while they investigate the issue. I was then contacted a couple days after this around 3rd January and was advised by the store that the router was set up and configured for my personal residence and that the area where my Mother resides has no Coverage.

I then requested to cancel the contract as it was still within the cooldown period of 10 days (excluding the Public Holidays, Christmas, Boxing Day, the Monday after Boxing Day & New Years Day).

The store then told me to contact the cancellations department. Upon contacting the cancellations department i was advised that they will be unable to close the contract as i would have to pay penalties. I was advised that the store in question needs to send the router back to the warehouse and provide me with a IRMS Reference Number and then they will be able to cancel the contract for me without incurring any penalties as it was within the cooldown period.

I have now been fighting with MTN Direct at Galleria store for over a month and to date have yet to receive any IRMS Number from the store. They only provided me with the Invoice number for the device INV. ***8. I do not have the router or sim card with me as they have been left at the store.

I have spoken with Rahul in your cancellations department who has noted all of the above and escalated this query to his Senior Management but as per above statement and he has also asked me to email my cancellation request through to you.

I would also like to inform you that should any monies be debited from my Account without the proper approval that i will have not hesitate to reverse these debit orders and i will also be in contact with the Ombudsman to get involved in this matter as i should not be charged for something i cannot use and do not even have on my physical person.

I would appreciate it if somebody can attend to this matter with urgency so we can seek resolution and cancel this contract because of the mistake the store made. The Technician at the store should be held responsible for this.