Unpleasant Customer Experience

I've opted in for a month to month contract from Mtn Dec 2024. Unfortunately due to work conditions I had to relocate from Komani to Burgersdorp. I've moved with my router and it worked perfect. I then upgraded to a neelw promo plan on the 20th May which was also delivered to my address at work in Burgersdorp on Friday 23 May 2025. To my surpise the network status lights are blue but I'm unable to contact because it keeps saying no internet connection. I've asked to cancel the precious contract they refused to send the courier to collect it but I was instructed by customer service to speak to the retention department they will send to courier to collect the device. After numerous phone calls on my expense nothing happened. The more I tell tmy colleagues router was collected from her home address and we are staying in the same town the more they keep arguing as if I'm stupid. I contacted the coverage department last night to my surprise I have no coverage and need to cancel the contract. This morning I phoned customers service again, coverage department and everyone else who said i need to take the router to the store before I can cancel anything

I'm really disappointed and dissatisfied with the service. I need you to arrange for collection of your devices offer me a product for my area or refund my money that I've paid on the 20th for me too look for something else. How can I sit with a router and 600gb data that I cant use. I'm sitting with an arrears account which i have cancelled in time. How many times did I say I'm not close to a store where must I find one?