*********** staff, Poor Customer Service, Prioritizing company policy above customer needs

September 2019 I took out a contract( WIFI ROUTER & 20 GIG data-day/night) at MTN Caledon Branch, in the Overberg. Biggest Mistake of my entire life. In November 2019 I took the router back as it wasn't working (due to no fault of my own) and it was still under guarantee/warrantee..

December 2019 I changed bank accounts. Therefore I phoned MTN to have my debit order account number changed, and also enquired about the router that they never phoned back about. Only to learn that their collections/courier people/ tech people cant fix it. But this wasn't communicated to me before I phoned about debit order changes????

I then insisted they provide me with a new one, whereby they said they will send it back to their repair office again.

February 2020 , I noticed that their debit order is not reflecting on my statements, I phoned them again. Only for them to have a thousand more excuses and as I had to ask about my router yet again, I was informed that it was never picked up again and still in their storage room. I do not understand this???? So as before I mailed (forwarded) the documents as I previously have and still to this day (27 July 2020), my debit order change hasn't been done.

Oh the customer service line is just as bad because I tried doing this through them with epic fail as I am still in this situation.

My account is in arrears since I haven't paid due to debits that hasn't been done. which IS REFLECTING BADLY ON MY CREDIT Profile!!!!! I DONT HAVE A ROUTER. I CANNOT USE THE DATA, yet they still expect of me to pay this account. And why should I be going to a store when I clearly chose the debit option from day one! As I see going to that shop as an inconvenience since the customer service is so poor.

I'm not even sure why this agent at the shop keeps on referring to other customers this and that while no two customers are the same and the situations are Cleary not, they are just prioritizing company policy above customer needs.

and this is just half of the story......

Why cant my router be replaced?????