Unresolved Cancellation and Outstanding Charges for MTN WiFi Contract

I am writing to express my deep frustration with the cancellation process of my MTN WiFi contract. Regrettably, my experience has been far from satisfactory, and I am seeking immediate resolution of the issues I am facing.

I initially entered into a month-to-month WiFi contract with MTN, which I later decided to cancel. However, when I attempted to do so, I encountered numerous obstacles. The lack of clear communication and support has made this process unnecessarily complicated and frustrating.

I visited three different MTN branches in an effort to return the WiFi router and cancel my contract. Each time, I was told I could not cancel in-store since my application was online, and I was referred to a branch that was far out of my way. This is both inconvenient and confusing—why was I not informed of this restriction when I signed up?

I reached out through various channels—emails, phone calls, and social media—but I received no assistance. Additionally, on my January statement, I noticed a balance of R43, which I promptly paid, and I emailed MTN to confirm whether my contract was indeed cancelled and if there were any further steps required. I received confirmation that my contract was cancelled and that no further action was needed on my part.

However, much to my surprise, I was contacted in February and told that I now owe R2,499 because I had not returned the router. Despite explaining that I had been trying to return the router and had been sent away from three branches, I have yet to receive any assistance. I requested a letter or any other form of documentation that would allow me to return the router to any MTN store, but as of today, I have not received any response.

I am still in possession of the router, which I no longer use, but I am being unfairly held accountable for this issue. The lack of support from MTN has not only left me stuck with equipment I do not need, but the missed payments are now negatively affecting my credit profile. This situation is entirely unjust, as I gave ample notice to cancel the contract and have made multiple attempts to return the router. This matter needs to be resolved without further delay. I hope MTN will take responsibility for the lack of communication and support provided, and act swiftly to resolve this situation.