Poor service from MTN. Pay me back my money.

I placed an order with MTN for Month to month broadband. When the couriers were on their way to drop of my router they told me I need an ID to receive my router. I told them that I had lost my ID and that I only have a Drivers License. They then advised that a Drivers License is not acceptable, only an ID. So with that said, I then tried contacting MTN to request a refund. It took 48 minutes to get through to an agent, just for the agent to spend 20 seconds with me and tell me he needs to transfer me. Whilst being transferred I waited an additional 20 minutes until my airtime cut. I then went onto the MTN website to seek an E-mail address. I then found ***. I gave MTN at least 3 days to give me a response as I know normally it can take up to 48 hours to get a response. However, I received no response. I then contacted MTN again and asked for the agent for an E-mail addrees that actually works. This was on the 6th of May. The E-mail address received from the agent via SMS was ***. So since this was the exact same E-mail address I used I decided not to send another E-mail as I believed maybe my E-mail was still in the queue. It is now the 27th of May and I still do not have a response nor do I have my refund. Keeping money that does not belong to you is theft, so can MTN please see to it that I receive my refund ASAP. I am not prepared to wait any longer for mu refund regardless of MTN's regulations. As far as I am concerned I forwarded a refund request on the 2nd of May and shoukd have received my refund by now of someone bothered to respond. I was going to retake the package once I sorted out my ID but after this, I will never ever use MTN...

Please view the below E-mail transcript forwarded to MTN:

From Camerom Tatchell - ***

To MTN - ***

May 2, 2024, 12:01

Reference: Irate - YMD5EA2711A27 - Cameron Lewis Tatchell - Refund Request

Good day MTN,

I trust you are well.

I tried calling three times today, however I ran out of airtime as I have been in the queue for almost one hour just being transferred from agent to agent. I also tried the Online Chat, but just got told to call in. Therefore, I am using the E-mail medium and I am not too happy with the service so far.

Query: I placed an order for a SIM and Router on 27/04/2024. MTN Couriers tried calling me to make delivery. Problem is, I only have my Drivers License at the moment as I lost my ID Document on the 27/04/2024 and have not had the time yet to go get a new one yet. I was advised that only an ID Document can be used to collect my parcel and was told that my product will be put on hold until I can get an ID Document. If this is the case, I would like to cancel my order and request a refund if my Router and SIM can not be delivered and will reapply at a later stage when I do have an ID Document.

I will not try calling in to MTN again as it is a waste of my own money and should I not get a response to this E-mail then I shall forward the transcript of this E-mail and the Web Chat to Hello Peter or some form of medium that can hopefully push a better customer service out of MTN.

You are more than welcome to contact me via *** (The number on your system).

Kind Regards,

Cameron Tatchell