Extremely disappointed with the service I have received

I am extremely disappointed with the service I have received from MTN. I have been calling repeatedly to get assistance with my home router connectivity issues, but every time I am told someone will call me back — which never happens.

When I decided to cancel, one agent assured me that since I am on a month-to-month contract, I could simply return the router to the store and would not be charged any cancellation fees. However, when I called again, another agent contradicted this and claimed I am on a 24-month contract and will be charged for cancellation.

This kind of inconsistent and unreliable service is unacceptable. Not only have my connectivity issues never been resolved, but I am also being given conflicting information whenever I try to get clarity. MTN needs to improve customer support, honor what their agents communicate, and provide clear, honest information to customers.

What does one need to do to get assistance for a simple connectivity issue?

Here are just some of the references for my calls and requests, where I received no proper help or resolution:

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Ref no: *** (submitted, completed – no resolution)