Refund Struggles with MTN

I have been a mtn customer for more 5years, How ever the service i got this year was horrible. I call mtn early February 2025 to take a home router , the agent took me thru the process and told me which router i can took that has coverage in my area, fast forward router is delivered but it not working, following day i take it back to the nearest mtn shop , the check and found out the is no coverage in my area, den we cancel the router with the shop and they took it , the agent from the mtn shop gave me number to call and cancel online which is *** and gave me IRMS ***0. and i did got ref no ***

25 March 2025 mtn debit R627 from my account , i call and they tell me it because the router is still open on my name , it not cancelled as i did not call the *** , i give them the ref number of the cancellation and they came back and say oh it because the sim of the router show that it was used 7gb was used, but how can i used 7gb as the was no coverage in my area and i took it back to mtn shop the following day of delivery to the shop, can i used it without coverage ? as the shop checked also and confirmed that my area does not have coverage , the sale consulted did not check it as he was preparing the sale for me.

So mtn is refusing to give me my refund back or add it to my current account as i still have a cellphone account with mtn .

Celiwe Zwane *** Ticket no : *** Acc : BA ***