Customer Disregard by MTN

MTN customer care? More like customer DISREGARD. My husband app**** for home internet online and the router couldn't be delivered due to him not having his original ID, they don't accept passports or licenses. We've been trying to cancel this so we can get our money back and apply with MY details instead. For 2 weeks straight, he's been taken from pillar to post without assistance. No one is assisting him in canceling this service and we're now at the end of the month. He's been told that they'll arrange for him to collect the router at Fourways Mall but that hasn't happen either. I was really interested in getting into business with MTN again but after this mess, I won't be playing with my coins again. Can we just get refunded our money so that we can take our business elsewhere. MTN doesn't take Customer Care seriously!