Unresolved WiFi Router Issue & Poor Customer Service

I recently ordered an MTN WiFi router and received it. After using it once, it went offline, and I haven't been able to use it since. When I contacted customer service, I was given conflicting information—some agents said my account wasn't paid (even though I paid in advance), while others claimed I have an outstanding balance from an old contract.

Now, I’m stuck with a router that doesn’t work, a service that continues billing me, and no proper assistance from MTN. I have tried multiple times to resolve this issue, but I keep getting the runaround. Since I am not getting the service I paid for, I would like to cancel, but it seems I will be unfairly charged.

This has been a frustrating and disappointing experience. MTN, please resolve this issue urgently or cancel my service without penalties.