Horrible experience with MTN SA and Vaal Mall branch

I am writing to express my deep dissatisfaction with the service I have received regarding my contract upgrade and subsequent issues.

In May 2024, I visited the MTN store at Vaal Mall to upgrade my contract and purchased an iPhone 15, committing to a monthly payment of R929. The representative who assisted me informed me that I would receive 4 GB of data, but failed to clarify that only 3 GB would be available for general use, which was not what I needed.

After expressing my concerns, someone from your rewards department contacted me and promised a better package of 16 GB without increasing my current payment. I accepted this offer, but shortly thereafter, I received a router, which I did not request. This led to a frustrating back-and-forth with your customer service.

Despite numerous calls to 135 and visits to the Vaal Mall store, I was given conflicting information. Eventually, I was advised to return the router to the store, but after being told I would need to travel to Pretoria, Enya from the MTN store Vaal mall stepped in to assist she gave me a good servise its pity she does not work there anymore. She attempted to return the router through Ram, but they declined.

To add to my confusion, I was under the impression my contract had been canceled at my request. However, on October 28, 2024, I received a call from MTN Collections regarding an outstanding balance of R600, which has left me concerned about my credit record.

Today, I visited the store again and was assisted by Onica, who seemed unwilling to help. I was directed to call 135 once more, only to be told to return to the store for an IRMS number. I then called and requested to speak to the manager The manager later informed me that the router had been returned due to missing equipment, but thankfully she found the cable and returned the router to me.

At this point, I am exhausted from the back-and-forth and am unsure what to do with the router. I only wanted additional data on my existing contract, not a new device or contract.

I kindly request assistance in resolving this matter as soon as possible. It has been a frustrating experience.