MTN Home Internet ******** Business Practise

I recently cancelled MTN's home internet deal that I had since January 2024. As required, I returned the router to my nearest MTN store. The router was in perfect working condition when I returned it. To my surprise, MTN sends me an email stating that after their thorough after-sales evaluation, they regret to inform me that the router is non-functional and does not meet the return criteria. As a result, they'll be billing me for the router.

A copy of the router assessment results wasn't shared with me. When I called their customer care to get more details about what exactly is non-functional about the router, I couldn't get an answer. Instead, I was told to go back to the store I'd returned the router to. However, they still proceeded to attempt billing me for the very same router they can't give me clear answers for.

Fair business practise would have been to test the router in my presence so that all parties concerned can be satisfied there was no foul play.