MTN Failed to Check Coverage but I’m Paying the Price

I signed up for MTN Shesha 600, and the router was delivered to me on 30 January at my workplace. Upon connecting the router at home, it did not connect at all.

After contacting MTN, I was informed that my area is not covered and that the consultant who signed me up failed to verify coverage before activating the service. This is a clear failure on MTN’s part. I was instructed to return the router in store to cancel the subscription.

I returned the router on 2 February and was issued with an IRMS number. From that point onwards, MTN has failed to process the cancellation. Instead, I have been continuously sent from pillar to post.

The call centre instructs me to go to the store. The store states they cannot cancel a service processed online.

Despite this, MTN has already debited the first instalment, even though:

- The service never worked - My area is not covered - I do not have the router in my possession - The router is currently sitting in an MTN store

This is unacceptable and constitutes a violation of the Consumer Protection Act, which states that consumers may not be charged for services not rendered and must not be subjected to unfair, unreasonable, or unjust contract terms.

MTN’s internal failures and lack of coordination between online sales, stores, and customer care cannot be passed on to me as the customer. I have made every reasonable effort to resolve this matter and have received no accountability or resolution.

I am demanding:

1. Immediate cancellation of the MTN Shesha 600 subscription 2. A full refund of all amounts already debited 3. Written confirmation that no further debits will occur

If this matter is not resolved immediately, I will escalate it further, as I will not continue paying for MTN’s mistake and failure to deliver a service.