Misleading Sales Alert: 5G router

I am extremely disappointed with the service I have received from MTN South Africa.

I was initially a happy customer with my existing router until I received a call from MTN offering me an “upgrade” because my current router was supposedly outdated. I was assured that the old router would be collected and a new one delivered.

The new router was delivered, but the old one was never collected. Upon trying to use the new router, I immediately received an error message stating that the router was registered to a completely different address in Umhlanga, Durban — an address that has absolutely nothing to do with me.

After contacting MTN, I was informed that I do not even have coverage for the router that was sold to me. This means the consultant failed to perform the most basic check before selling the product.

I returned the router to the store on 20 April. Despite this, MTN still debited my account on 25 April. I did not dispute the first debit because I had physically possessed the router, even though it never worked from day one.

Now MTN is demanding a R5000 cancellation fee for a service I never used and could never have used due to lack of coverage. Today is 25 May and I have been charged again. Charged for what exactly?

I have been communicating with MTN Customer Care via email under reference number *** and I am yet to receive any meaningful response or resolution.

To make matters worse, I have a clear call recording with one of MTN’s own coverage agents confirming that I should never have been sold this router in the first place because the consultant should have checked for coverage before processing the sale.

This entire experience has been frustrating, unprofessional, and unacceptable. MTN is quick to sell products but nowhere to be found when accountability and customer service are required.