MTN RED ALERT

Subject MTN Took Payment but Failed to Deliver Router or Provide Any Service I am writing this complaint to formally express my extreme dissatisfaction with the service I have received from MTN. On 12 December, I purchased an MTN router with a 600GB monthly data package. I paid R656, which covered the Pro Router fee as well as the January subscription. Payment was successfully processed, and I was informed that delivery would follow. On 18 December, the courier company contacted me and arrived to deliver the router. I provided: My original ID book A copy of my ID My proof of address The courier then attempted to verify my identity using a thumbprint scanner. I am 59 years old and sometimes experience difficulty with fingerprint scans, which failed in this case. The courier had no alternative scanner, no cream, and no contingency method, despite documentation stating that ID and proof of address are valid alternatives. Despite providing all required documentation, I was told the router could not be handed over and that it would be returned and re-delivered within two days. That same evening, I contacted MTN and was assured the router would be delivered on Monday. However: When I followed up, MTN claimed no delivery instructions were received Multiple calls resulted in cases being opened, but no callbacks ever occurred I phoned three times on Friday, again this morning, and received no resolution I was told the “relevant department” or “back office” would respond — they never did Today, I was again told the router would be delivered, yet the courier confirmed they received no instruction. Attempts to contact the courier directly have gone unanswered for hours. As of 22 December, I have: Paid in full Received no router Received no service Received no feedback Lost time and work opportunities, including scheduled Google meetings with international clients What is most frustrating is that MTN representatives attempt to sell additional services while I have not received the service I already paid for. What I want: Immediate delivery of the router as originally agreed, OR A clear, written explanation of what is going on and why delivery has failed, OR A full refund, should MTN be unable to deliver the service paid for At this stage, MTN is holding my money without providing a product or service, which is unacceptable. I am posting this publicly in the hope that MTN will finally take responsibility and resolve this matter urgently.

Kind regards, Eugene Steyn