MTN – Router Returned but MTN Continues to Treat It as Outstanding

I am extremely disappointed with the way MTN is handling my cancellation and router-return issue.

I cancelled my MTN Home Starter month-to-month service at the MTN Store at Heidelberg Mall. As required by MTN, I physically returned the WiFi router to the store. The router was handed directly to the consultant, and I was given a cancellation/return confirmation receipt as proof that the process had been completed.

Despite this, MTN is now responding to my complaint by simply explaining that the router remains MTN's property and that customers are required to return it when cancelling. I already KNOW this, which is exactly why I returned the router to the store.

I have also provided MTN with a copy of the confirmation I received from the store and requested that MTN investigate its records and, if necessary, review the CCTV footage at the Heidelberg Mall MTN Store to confirm that I returned the router.

Instead of addressing my evidence and investigating what happened to the router after I handed it to their consultant, MTN continues to send me generic information about the router-return policy.

I followed MTN's procedure. I returned their equipment to their store and received confirmation of the cancellation/return.

I therefore request that MTN:

• Investigate the router return with the Heidelberg Mall store. • Check its internal records for the returned equipment. • Review the relevant CCTV footage where available. • Correct my account records to reflect that the router was returned. • Remove any router-related charges or outstanding amounts arising from this issue. • Provide me with written confirmation that the matter has been resolved.

Customers should not be penalised because equipment that was properly returned to an MTN store was allegedly not captured or processed correctly internally.

MTN, please investigate this matter properly instead of sending me a generic explanation of a policy that I already comp**** with.

#MTN #MTNSouthAfrica #CustomerService #MTNComplaint #HelloPeter