MTN home WiFi is a trap and the consultants are clueless on how to assist

On the 3rd of February I had a house breaking, and MTN ZTE 5G router was ****** amongst other household items. I opened a case, claimed insurance, blacklisted the router and other devices.

I moved our immediately and have just moved to an apartment with fibre. I called MTN to cancel the contract but I was advised to go to an MTN store since I don’t have the router, I went to two MTN stores in South Gate but I was told that they were franchises and they can’t help. I went to MTN head office in 14th avenue, and was referred to their customer service 4 min away.

When I got there I told them the story and I was told I need to pay R5000 for the router in order to cancel. I told them that there was a crime and I have a case number and insurance investigated and payed our R899 for the router. The lady assisting me called in another lady who went to the manager and 4 other employees who discussed and laughed about the matter then she came and said I still have to pay. I mentioned that I was ****** and my bank accounts were cleaned by the armed ******s, can’t I Atleast find the exact ZTE router and bring it in as it’s not currently worth R5000 but the lady said there are serial numbers, I advised that the serial number is blacklisted so that won’t count. Anyway no one seemed to know what to do. I spent the whole day trying to get this resolved and it’s been a painful experience with no care from the provider