MTN - Nobody wants to help with a contract cancelation.

Having a Month to Month Home internet Router with MTN was the worst devision I ever made.

To make a long story short.. I had an MTN Router on a month to month contract that i bought online. I decided that I do not want the contract anymore after using it for 2 months because they tried to debit my bank account for more than the monthly fee.

So I called mtn customer service to cancel my month to month contract. They told me that I need to take the Router to ANY Mtn store and then they will cancel it. I went to my nearest MTN store, they took the router and booked it in.. but they told me that they do not cancel these contracts and Routers that were purchased online and told me that I need to call Customer Care or Retentions department.

So the route was booked in and I went back home and called customer Care and retentions and they told me that the cancelation must be done instore.

So i went back to the store. The store again said they do not cancel the online purchased routers and it must be done by Retentions department. The lady instore phoned retentions department and they spike to me.. This time a guy in Retentions Department said there is an outstanding balance.. I must pay this balance and then phone Retentions department again to cancel the contract.. then it should be sorted. So i made the payment and I phoned customer care to ensure that the payment is reflecting. After confirming the payment with customer care , they requested a contract cancelation (On 17 Sept) .. The lady in Customer Care said I must phone retentions after 3 days to confirm if my contract was canceled. I also sent an email to customer care with all details to make sure that the request for cancelation was received. Today on 23 Sept 2024 I phoned retentions department , just to be told that my contract must be canceled in a store... Then again i phoned 2 different stores and they said that it must be done by retentions.

Its seems like nobody in this company has any idea of what is going on and the right process to follow. STILL HAVE NO LUCK ON GETTING THIS CANCELED..