Misled Into Taking a New Router and Sent in Circles by MTN

I am extremely disappointed with the service I have received from MTN regarding a router that was sold to me under misleading circumstances.

An MTN sales consultant contacted me and informed me that my existing router was “outdated” and that MTN was providing me with a newer Huawei router. I specifically asked the consultant more than once whether I was being sold a new product or package because I had previously experienced issues relating to migrations and account changes.

The consultant assured me that he was NOT selling me a new product and that this was simply a newer router while my monthly fees would remain the same.

I then asked what I should do with my existing router. I was instructed to return the old router to any MTN store.

Based on this information, I accepted the new router.

What followed has been weeks of confusion, inconvenience and contradictory information from different MTN departments.

Following MTN’s instructions: • I arranged for the old router to be returned. • My brother made multiple trips to MTN stores. • The old router was accepted and booked in by an MTN store. • Cancellation forms were completed and signed. • An IRMS reference number was issued. • I received communication indicating that a cancellation request had been logged.

After all of this, I contacted MTN again only to be told that the old router cannot be cancelled because the contract is still within its contractual term and that the NEW router should instead be returned.

My question is simple:

If the old router could not be cancelled, why was I instructed to return it? Why did the MTN store accept it? Why were cancellation forms processed? Why was an IRMS number issued? And why did I receive communication regarding a cancellation request?

At no stage has anyone been able to provide a clear and consistent explanation.

The most frustrating part is that I have spent my own time, money and energy trying to resolve a problem that originated from information provided by an MTN sales consultant. Every department seems to have a different version of events and the burden of fixing the problem has been placed on me.

I have also requested that my details be removed from promotional and sales contact lists because I no longer wish to receive unsolicited calls regarding upgrades, insurance or additional products. This request has largely been ignored despite being raised formally.

I expect MTN to: • Review the original sales call. • Explain the contradictions between the sales consultant, store staff and customer care. • Resolve the router issue without further inconvenience. • Confirm that my profile has been removed from promotional sales campaigns.

Customers should not be misled into accepting products and then be expected to spend weeks correcting the resulting confusion.