FORMAL GRIEVANCE

Dear MTN Complaints Department,

My name is Tumisho Borake, and I am writing to formally lodge a serious complaint regarding a home router contract I took out through MTN Online Sales approximately two years ago.

The router was delivered to me, but I have been unable to use the service for the entire duration of the contract.

When I received the router, I contacted MTN to try to get the SIM card activated so that I could use the router. I was advised to visit an MTN store. When I went to the store, I was sent back to Online Sales. This resulted in constant back-and-forth between MTN stores and Online Sales, with nobody taking responsibility for resolving the issue.

After approximately one year, I contacted the MTN Coverage Team again to find out why I was still unable to use the router. I was then advised that the SIM card had never been registered. This was extremely concerning because I had already been paying for the contract despite never being able to use the service.

After receiving no proper assistance, I eventually decided to return the router to an MTN store and requested cancellation of the contract. The store issued me with reference number IRMS***. Despite returning the router and requesting cancellation, the contract was never cancelled.

This is completely unacceptable.

For approximately two years, I have been paying MTN for a service that I never used and was unable to use. I made several attempts to resolve this matter through MTN, but I was repeatedly sent between different departments without receiving a proper solution.

I am therefore demanding that MTN:

Investigate this matter urgently. Cancel the contract immediately, if it is still active. Stop all further charges relating to this service. Refund all money I have paid for a service that I never received or used. Provide me with a full statement of all payments and charges on the contract. Explain why the SIM card was never registered and why I was charged for the service. Explain why my cancellation request under reference IRMS*** was never processed. I have been more than patient with MTN. It is completely unacceptable that I have been paying for a service for nearly two years when the SIM card was not even registered and I was never able to use the router.

I expect MTN to take responsibility for this matter and provide a full refund of the money paid for the unused service.

If this matter is not resolved satisfactorily, I will have no choice but to escalate the complaint to the relevant consumer and telecommunications authorities.

Please treat this as a formal complaint and provide me with a written response and resolution.

I expect this matter to be resolved without any further unnecessary delays.

Yours faithfully,

Tumisho Borake Contact Number: ***