Month-to-month home internet contract

If it was possible to rate under 1 star, I would rate them that. I had a month-to-month (M2M) internet contract with them but it was a mission to cancel and now they want money for internet I did not use. 1. In February this year, I sent them an email that I am cancelling the contract and how do I go about that. Their response was that I need to return the router, box, manual, charger and sim card. 2. I had already paid for the month of March - it's a requirement to pay upfront. A week or two into March, they've cut my internet and I had paid for March. I've called to enquire about being connected without internet and their agent said the only way to use internet is to pay for April. I advised her that I am cancelling and I've sent an email already and she said I will be refunded my money. 3. I didn't wait for the issue to be resolved, I took the device, box, cables, charger and sim to the MTN in Boulders shopping center on the 21st of March. 4. I've signed all the forms to acknowledge that I an returning everything in the condition that I got it as well as the cancellation forms. I was given two reference numbers and I sent these to their customer service to confirm the cancellation. 5. I've been following up with MTN since then requesting them to confirm the cancellation and if there's anything else required. The emails are being responded to by different agents who have poor customer service. Each time they would either say they haven't received the router to their warehouse or they're escalating to have the router delivered to them. I got confirmation from them that the contract has been cancelled in May.

The big issue now is that they want me to pay for the internet for the month of April and I asked what for as I have returned everything to them and signed their documents. At first they said I need to give them a notice to cancel - and I've provided a screenshot of the email that I have sent to them in February advising them that I am cancelling. Then, they are now saying there was usage recorded on the router and provided screenshot. I've asked them how come the router was used in April when it was returned to them in March. They're failing to answer me on email and the Boulders store call me on Wednesday and when I raised this issue, the agent simply said maybe it was switched on at the warehouse hence there's usage recorded.

I fail to understand why they did not process the cancellation on their side when i notified them in February and confirmed that they've received the device in March. It's also unfair practice that I did not get to use the internet for the whole of March while I had made the payment for March upfront. They were able to cut my internet in March, so that I could pay for April even though they were aware that I wasn't going to be using their services again. How come the same internet they've cut in March was now open for April? I have been advised by the staff at Phumulani mall before when I wanted to take the contract with them that it's going to be hard to cancel as they've never seen a successful cancellation. The same thing was said to me at the Boulders store because they even showed me on the computer that the only option they get to cancel the Month to Month contract is if a client is deceased. I told them that they cannot provide the reason as being deceased because I'm very much alive. The reason for my cancellation was the poor customer service, being connected without internet and the increased prices without prior notice.

It's really draining communicating with their agents because of their poor customer service. They even said that if I don't pay, this will affect my credit score. They are literally trying to **** me as they've tried to debit money from my account in March and I reversed that, as they knew from my email. If anyone can assist or lead me to the right direction, I would appreciate it.

Do not take the month to month contract because they are certainly not month to month, as it will be hard to actually leave them. All they care about is taking money for service/internet not provided.