Disgusted in the lack of service

I have been a loyal customer of MTN for many years and have had excellent service from them. However the trouble started a year ago I took out a Huawei B612 rooter from MTN Canal Walk and was told that this is the best on the market.

The rooter worked only for a month and for an entire year my banking account was debited. I took the rooter in to the MTN Waterfront branch and was told that they would send my rooter to the repair centre to be checked and have a technician look at it. I asked the consultant what the turn around time is and he said it will take a week.

After a week I called and I was told it was on it's way from JHB, when I heard it was in JHB I was shocked as the consultant informed me about the MTN repair centre was in Cape Town. The repair centre in JHB said it was on it's way and I will receive a call within a day. After a week I called the MTN Waterfront branch and was told that the rooter was still at the store and was not sent off. So the repair centre as well as the branch **** about the rooter being fix.

After two months of calling and asking about my status of my rooter all I got from the repair centre was attitude and I was told it is "my problem that the rooter is not working and that I need to be patient and wait" - (I have emails as proof), as two months of calling and emails they sent me a new rooter that could not work and could not connect to the service provider.

I then took it to the MTN repair centre in Canal Walk and the consultant helped me fix it by sending out a technician to check for the signal strength in my area and the rooter connected and worked for a month and the same issue happened. I then went back to the MTN repair centre in Canal Walk and the consultant logged a cancelation request to cancel the contract as I could not use the rooter for 11 months of the year and it worked only for a month.

The consultant has informed me that he will send off all the necessary documents and the cancelation will be done within two days, it has been three weeks already and it's the same story each time I go into the store. It has come to the point where he no longer takes my calls or respond to my messages.

I was promised that I was going to get half of my money back as well as a gift to apologize for the inconvenience. Up till today I have received nothing from MTN.

I have been paying for something that has not worked for a year and all I get from MTN is "Oh okay", this is unacceptable and the lack of customer service is disgusting.