MTN New Contract Failure

On 29/04 I decided to apply for a contract with MTN. I app**** through the website, thinking there would still be a process of having to submit various documents, sign a contract etc, etc.

Next thing I know the couriers are delivering my device and I get a bill for May. No documents to be submitted, no phone call from a sales consultant, no activation done on my side - nothing.

Not only was the contract activated a full month before I'd wanted it to (I was still paying a contract with my current service provider until the end of that month) but I also found out that it will not be possible for me to port my number! The contract would've had to be set up differently.

I have been trying to get this sorted out with MTN since 03/05/2024. I was informed by different consultants that:

1) I should have received a call from a sales agent initially. I didn't.

2) I was within the cooling off period I would be able to cancel without having to pay anything (which was my understanding too, according to the CTA), but when I EVENTUALLY spoke to Retentions about that, they informed me that there would be a R22 000 device charge if I go that route!!

3) That MTN absolutely has to sort this out as it is their fault

I have not used the sim card or even switched on the phone because I know that will impact my ability to get this sorted out, yet I am already paying for 2 months of usage...

I have spent HOURS on the phone to MTN (paying for that airtime because I'm not using my MTN number), contacted them on social media and gone into store. I've mailed their Complaints department several times, and escalated it to ICASA who said it's out of their jurisdiction and referred me to the National Consumer Commission. So far, I have not received help from anyone. MTN just keeps sending me from one department to the next. Firstly, I cannot believe that one can be locked into a R36 000 contract without a confirmation, submitting payslips, signing a contract - anything!? MTN automatically activated the number...how is it even RICAd!?? Also - how on earth is MTN OK with starting off a new customer relationship like this!?

I don't know what to do to get this sorted. I just want to be able to have a working contract using my existing number!