Refund of a month-to-month contract Router

I reply yes to a SMS for a online 5G Router from MTN. On 03 March 2026, I received a call from the service provider and successfully contracted to this online router on a month-to-month basis, with the undertaking if I cancel within the one month period I can receive my money back. A once-off payment of R 679 went off from my bank account for this transaction. The router and SIM was delivered on 06 March 2026 but unfortunately did not work. After receiving call the next week I was contracted regarding confirmation of debit order details and complain about the router not working and was given a customer service number (083135) but the option did not work. Before the contract month end on 01 April 2926, I went to MTN located at PAARL MALL and did the paperwork for the cancelation. After a period I didn't receive any communication or the refund. I went again on 05 MAY 2026 to the store in PAARL MALL where the consultant said she was trying to reach me in April but i was unavailable due to being hospitalized and was told there was nothing she could do for the refund and to take it up with the online agents. On 07 MAY 2026 another payment of R 1 143 went off from MTN. 02 JUNE 2026, I got hold of an MTN call center after gotten hold of a MTN insurance number and they put me through to a customer centre agent. He then confirmed that no supporting documents was received for my case, IRMS532879. I called MTN PAARL again and spoke to the same agent, Jenine, and confirmed that it is true and she put in another cancelation request, case RITM***, was told I must follow-up online.

It's very hard to speak to customer service as the numbers I keep getting is an automated service without the option to speaking to an agent. Please I need a call-back urgently from MTN service for my full refund as it has been months.