[Resolved]  Matrix Cellular International Services Pvt. Ltd. — Deficient services - fraudulent bill - followed by threats of legal action -than providing a resolution

Address:

Mumbai City, Maharashtra

Dear Sir / Madam,

I’d like to bring to your attention that Matrix Cellular Services has provided me deficient services, a fraudulent bill, have charged me wrongly and sent me a legal notice. They, instead of addressing their service gap, are threatening me of taking a legal action against me.

I have been charged incorrectly and have written to them for proper clarification but the response received is not satisfactory.
To give you a background., I had taken their services for my official tour to Belgium from 12th - 19th Oct 2012. I had requested for a free incoming sim for Belgium. Their service representative asked me to furnish relevant documents and I submitted my travel ticket to Belgium, and visa stamp proof on my passport card. The agent shared tariff card for my signature and confirmed that the sim provided by him will meet my requirements for free incoming and I'll additionally get rs 500 worth of free talktime. Before travelling, I again wrote to Matrix representative enquiring about my tariff but no response was received. On reaching Belgium, I realised my sim was not working and I was unable to receive or make calls/messages. I informed my husband in India through call (from my colleague;s cell) and an email of the same. I also wrote to the Matrix representative and also shared the number that was given to me for free incoming in Belgium and the networks I could see on my cell...but were not working. My husband also called this Matrix representative and helpline a couple of times to appraise them of the situation. Matrix representative told my husband who the wrote to me that I only needed to reboot my cell and there was no other problem with my card. I tried that but it did not work. We had to constantly follow-up with Matrix team throughout this period and no timely/proper response was forthcoming. This led to a business loss and my missing customer calls as I had no connectivity. Then, on 16th, my sim started working on its own and I continued with receiving calls the purpose for which I had bought the sim.

On returning in India, I suddenly received a bill for approx Rs 7000 and it wss only for 12th to 14th Oct. I was shocked and followed up with Matrix. despite my multiple follow-ups, there were no response from Matrix and further the amount was deducted from the credit card. This was for the period when my sim was not even working. Then, on escalating to nodal office and further follow-up for 2 weeks, Matrix team confirmed that they had by mistake given me Bahrain sim for Belgium. Then, they had also activated international roaming on my sim without informing me which then created a huge bill. Again, a month later, I received another bill of Rs 43000 approximately to my complete horror.

Despite knowing that I was given a wrong sim, Matrix team did not make me aware of the same when I was in Belgium thereby creating a huge bill on my incoming which was supposed to be free.

Again, many follow-ups later, Matrix team accepted their mistake but said they want me to pay rs 15000 as that is the cost they have incurred on wrong sim given to me. If i dont agree with their proposal, I'll have to pay the remaining 43000 in full!!!!

I am completely shocked and feel cheated with this whole thing - they gave me a bahrain sim in return of belgium documents, gave me a wrong tariff card, did not provide services or response for first 3 days of travel, activated roaming on my sim without informing me or even telling me in response to my mails - that I had been given a bahrain sim and that would attract roaming on incoming. Further, I have had to follwo-up with them for almost a quarter to get basic responses and Now they are threatening em with a legal notice.

This is just not acceptable and is completely fraudulent behaviour.

I also told them, that in all fairness, I am ready to pay for what I rightfully owe them - that is the basic rent/settling amount of Rs 699 and the charges for outgoing that I made. which comes to around[protected] Rs.

In fact they have already fraudulently deducted more amount than I owe to them through my credit card.

However, now they are threatening me that I pay 43000 more or they'll take me to court!

I appreciate if my case could be considered for a fair justice. I have copies of all the emails exchanged, the bill etc. I have mails I had written to Matrix representative to get clarity on my tariff and why my belgium incoming sim was not working in belgium. I have a copy of all the calls my husband made to Matrix to get clarity on why my sim was not working in belgium. I also have an email from matrix representative confirming that belgium roaming cant be activated on bahrain sim. This is a proof that different employees of Matrix give different information to people when they have to sell their services but after sales service is a completely different situation.

In alst one quarter, I have spent 20% of my office and home time in running after Matrix and stay stressed over turn of events. My health has taken a toll and doctors have confirmed that immunity is extremely low due to over stress.

I have checked internet and find that there are hundreds of people like me who have been cheated. I am not sure how many of them would have had the courage to pursue things in face of such fraudulent, scary legal notice mails.

But I, want to take this further and want fair justice.

Please help.

Thank you
MK
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