MTN incompetence

They take your money and say they will connect you and never do the. You have to attend one of their branches and even then they don’t connect you they give you absolute **** answers and you sit with no internet. After being told you will be connected on the 1st of the month. Now they want to charge us again to connect us and then also they refuse to take their router back and cancel the contract without charge. It is their incompetence that has led to this so why penalise the customer?