Trash service

I am writing to formally lodge a complaint regarding a month-to-month router service purchased online. I am demanding an immediate reversal of the R5,000 debited from my account and the cancellation of this service without further penalty.

From the date of delivery, the router has failed to provide a stable signal. As this was purchased for my elderly parents, the "online convenience" was a necessity. I reported these network issues immediately upon receipt of the device. The router has remained unused for two months as it is unfit for purpose.

When I requested a collection for this stupid device. MTN staff directed me to Mondo Deals. I have since contacted Mondo, who provided documented proof that this transaction was handled directly by MTN. This "ping-pong" approach between departments is unacceptable and has caused significant delays.

At no point during the online sales journey was it stated that technical failures or returns would require a physical in-store visit. Forcing an online customer to travel to a physical store to resolve a failure in your own network contradicts the nature of the service sold.

Despite the logged complaints and the fact that the service has not been utilized for 60 or more days, MTN proceeded to debit my account for R5,000 without any prior communication or resolution of the pending dispute, why would even charge so much for a router that is only limited to your sim( that’s diabolical)

I demand

Immediate Refund: A full reversal of the R5,000 charge.

Account Closure: Cancellation of the month-to-month contract effective immediately.

Device Collection: MTN must arrange for a courier to collect the faulty router from the delivery address, as the purchase was made online. I have explained this so many time we purchased this online because we don’t have means to go in- store.