Subject: Formal Complaint Regarding Ongoing Issues with My MTN Account and Router

MTN Customer Service,

I am writing to express my frustration and disappointment with the ongoing issues I have experienced with my home router and the treatment I have received from your team.

In October, I encountered issues with my home router and contacted MTN for assistance. I was assisted by one of your consultants over the phone, but the problem persisted. I then took the router to the MTN store at Jabulani Mall, where another consultant informed me that the SIM card in the router had been disconnected. I was surprised by this as I was not informed of any disconnection, and I was told I would need to pay a R150 fee for a SIM swap.

Furthermore, I have an email trail documenting the solutions provided to me, and yet MTN is now expecting me to pay for a service that I am not using. This has only added to my confusion and frustration.

I also contacted MTN in October to request the cancellation of my router/account, and I spoke to a consultant named Naledi. She reassured me that my cancellation request had been submitted. However, when I followed up, I was told that my router and account were still active.

I would like to make it clear that I will not be paying for a service I am not using. The lack of communication and transparency from MTN is unacceptable, and I am deeply disappointed in the way my case has been handled.

I respectfully request that my account be canceled as requested, and that I am not held liable for any further charges related to this issue. I expect a prompt resolution to this matter.