Month to month internet contract

Since subscribing in December 2024, I've had minimal connection, when I would get home in many instances there would be on and off connection, in most times, none.

I resorted to buying data bundles even though I was paying for subscription. In January, I contacted their customer line, which was a nightmare to get through. I had been sent from pillar to post. Eventually, I got through, the lady I spoke to assured me that all would be well, something was down hence I experienced those challenges and that she has sent an email to the technicians alerting them of the problem.

Days and weeks went by, so I called MTN again. I was told to go to an MTN store, I would need to "migrate" to a better option. I did, told them my story, and that I wanted to cancel my subscription. They told me I should have checked with the Coverage Department of MTN whether there's coverage in my area or not. The lady checked and confirmed that there is no coverage in my area. If I want to cancel my subscription, I must return the router still in the box, together with the charger and I will be refunded.

The very next day I asked my brother to return it for me at a store near him, he was told a different story, they did not take the router. I decided to email MTN customer care with my complaint, detailing everything I had experienced from my internet connectivity issues, to customer care line challenges, inconsistency in information dissemination by their staff, to the MTN stores. Mr Abdullah Haffejjee responded and acknowledged my e-mail, and he requested info which I forwarded to him. Mr Abo Sabrina Nong also responded and told me that they will escalate the matter pertaining to the store which refused to take the router.

I have sent a follow up e-mail requesting feedback, surely the company's turn around time can't be more than 5 days. I have not yet received feedback from either of them.