Urgent Complaint Regarding Non-Functional Router and ******** Billing

I am writing to formally raise a complaint regarding a 5G router I purchased from MTN in June 2025.

Details of the issue: • I purchased the router on 20 June 2025 and paid R470. • Upon delivery, the router was registered using a housing address from Gauteng, whereas I currently reside in Mpumalanga, an area without 5G coverage for this device. • As a result, the router does not function despite showing full network signal. I have never been able to use it, making the service unusable. • I attempted to return the router to the store, but I was informed it could not be accepted without the original box. I have returned all accessories, but the box is lost.

Since June, I have not used the service and have therefore refused the monthly deductions. Despite this, I am being charged R5,800 for a service I cannot access.I tried calling their line to cancel the contract but they’ve been transferring me to one another saying there’s nothing they can do.

This situation arose due to an error in MTN’s registration process, and I believe it is unreasonable and unfair to hold me liable for charges on a service that was never usable.