Struggle to cancel (same old same old)

Same as many of these reviews I have been struggling to cancel the month to month data contract.

On or about 20 August 2023 I took out a month-to-month home data contract with MTN. The package suited me because I knew it was only going to be for about 2 month that I would need it and their terms clearly stated month-to-month with 1 calendar month's notice. On 21/09/2023 I tried calling the call center to cancel the contract but with no luck. After some research I found a e-mail '***'. I then emailed them notifying them that my calendar month notice will be October 2023 as I knew I would not need the product after 20/10/2023. They advised that I should take the router in to a MTN store whereafter I advised that it would happen after 20/10/2023 but before 31/10/2023. My debit order is on the 7th of each month. When I took out the contract I had to pay pro-rata for the balance of August and for the month of September. On 07/09/2023 my first debit order went off and as indicated on the invoice this was for October 2023, so I actually pay 1 month ahead of the date I will be using the allocated data. After my notice was given they informed me that they cannot process the cancellation until the router was returned, which in my view is unfair as they wanted me to return the router and then still pay 1 month notice in November even though I wouldn't be using the product. After returning the debit order which they took off my account on 07/10/2023 for November's data, the then switched off my internet on 17/10/2023, but I have already paid for the full month of October. I tried to take the router to MTN Castle Walk on 19/10/2023 but they refused to take it and said I needed a RMA number from online as that is how I purchased the contract. I then contacted the retentions department again and they said the store has to issue the RMA number. Eventually on 21/11/2023 my return was processed by the store and the reference number sent to retentions to finalise the cancellation, yet I still received an invoice due on 07/12/2023. I have requested MTN numerous times to cancel the contract and to not debit my account, yet they still continue to do so.

I tried calling the call center to cancel the contract but with no luck. After some research I found a e-mail '***'. I then emailed them notifying them that my calendar month notice will be October 2023 as I knew I would not need the product after 20/10/2023. They advised that I should take the router in to a MTN store whereafter I advised that it would happen after 20/10/2023 but before 31/10/2023. My debit order is on the 7th of each month. When I took out the contract I had to pay pro-rata for the balance of August and for the month of September. On 07/09/2023 my first debit order went off and as indicated on the invoice this was for October 2023, so I actually pay 1 month ahead of the date I will be using the allocated data. After my notice was given they informed me that they cannot process the cancellation until the router was returned, which in my view is unfair as they wanted me to return the router and then still pay 1 month notice in November even though I wouldn't be using the product. After returning the debit order which they took off my account on 07/10/2023 for November's data, the then switched off my internet on 17/10/2023, but I have already paid for the full month of October. I tried to take the router to MTN Castle Walk on 19/10/2023 but they refused to take it and said I needed a RMA number from online as that is how I purchased the contract. I then contacted the retentions department again and they said the store has to issue the RMA number. Eventually on 21/11/2023 my return was processed by the store and the reference number sent to retentions to finalise the cancellation, yet I still received an invoice due on 07/12/2023. I have requested MTN numerous times to cancel the contract and to not debit my account, yet they still continue to do so.

Even after receiving a survey from the retentions department regarding my cancellation somehow it is still active?!

I have even reported the matter to the Consumer Goods and Services Ombudsman