Router stopped working a month ago, terrible support!

My wifi router stopped working on the 25th of April 2024.

I have spoken to 6 different customer service agents and have been sent around in circles with this issue.

Initially, they blamed it on the nearest network tower, claiming it was pushing out 8mbps in error. They provided a reference number and advised the issue was in the process of being solved. During a follow up call, I was advised there is no such issue and the reference number I was provided with does not exist.

I took the router to the MTN store at Southgate Mall, JHB South. They blamed fault on the sim card and made me pay for a new sim card. If a sim card fails without physical damage, it should have been replaced without cost.

Of course the sim card replacement did not solve the issue, but I was told it may take a while for the contracted data to start working again. I loaded it with data 1GB monthly bundle, it still did not work. I returned to the store and they now decided to send my router in to be checked.

I demand a refund for the cost of the sim card, and also a refund for this months service cost. The refund may be credited to my account. I have been highly inconvenienced and messed around by customer service support.

I also need to know how long it will take to be resolved. In addition to the refund for April to May, a pro rata refund should also be provided for the period I am without the router in May to June.

MTN Account number BA***