REF NBR: I-***:-Cancellation of MTN contract for Wi-Fi router device

MTN contract for Wi-Fi router device was taken out on 23 April 21, the very same afternoon , we discovered router un-operational in area 24 & 25 April 21, returned to the MTN Store & informed the consultants; that the router is not compatible for the area.

We requested MTN consultants to cancel contract; debit orders; as we wanted to return the device. Consultants refused to assist us & we were advised to contact MTN customer care contact centre, on 26 April 21(Monday) & do cancellation/s, of debit orders & contract, as MTN RETENTIONS DEPARTMENT, works Mondays to Fridays only.

26 April 21, a cancellation request was made telephonically; & e-mailed, to the Retention department & we were informed to return device to the very same MTN store.(REF NBR: I-***) providing them with proof of cancellation, contact person @ Retentions dept, the cancellation reference number & e-mail.

The very same day, we returned to the store; the consultant/s & the Manager refused to assist us. Device was left with the consultant. Device has never been used, since 23 April 21 to date.

27 April 21, I informed consultants at “Retentions departments” about the poor customer service; we received from their branch, the device was returned,(they must view their camera footage regarding the incident). As a verbal discussion was held with consultant & manager, feedback was given to us by consultant, that they not accepting the device or cancelling contract. There were no documentation signed by either party, & we pleaded with consultant to cancel the entire contract, to no avail, Eventually we stormed out of the store, left the device with consultant

Since 27 April 21 to date, & my account has been debited, for a device that neither in use, or in our possession.