[Resolved]  Matrix Cellular — Charges for GPRS services which were not used

Address:

Maharashtra

Dear Sir,

I am being charged some thing like Rs. 5400 for GPRS services which never worked and never used by me. I did not even know the GPRS services or settings and never even made an attempt to access any of these services. GPRS is a value-added service and I never asked for any of these value added services. I just wanted basic voice services in the USA.

I am reproducing below my communication with Matrix to resolve the problem. They have already deducted this amount using the credit card details they collected at the time of signing the contract and have stopped responding to my complaints. This amounts to cheating on the part of Matrix and I was not expecting such a behavior from them.

Ramgopal Rao, IIT Bombay


[protected][protected][protected]----


Dear Ms. Pandey,

If I am saying that I have not used any data services, I am definitely not lying. I am sure you may have a large client base of all types, but I do not need to lie for some thing as small as this. If you look at the usage pattern, it is clear that no one could have used any data service at such regular intervals, with an exact amount every time. I would also like to know which websites I visited or what data I accessed as my blackberry services were inactive and I never tried to access any website.

GPRS is a value added service and you should have activated it only on my instructions. I only asked for basic voice services and you had no business to provide me what I did not ask for and then charge for it. I was using a Blackberry phone with this SIM card and Blackberry's are programmed to connect at regular intervals. Your service provider is charging for every Blackberry attempt to connect to data services, even if it was unsuccessful. For activating the GPRS, I need to be provided some settings and I never even knew what these settings were as I never called your customer service for any of these settings.

I would like to know what data I downloaded or which web sites I visited. I am going to take this up further as this amounts to an unprofessional practice on the part of Matrix which every one should know about.

regards,
Ramgopal Rao
--------
http://www.ee.iitb.ac.in/~rrao

Institute Chair Professor, EE Department
IIT Bombay, Powai, Mumbai-400076
Phone: +[protected]Office)
+[protected]Microe office)
[protected][protected]-


On[protected] PM 08:08, Support wrote:
> Dear Mr. Rao,
>
> This is in reference to the below mail.
>
> Please be assured that the charges reflecting in the invoice is genuine and as per your usage only as we have already verified the same from our Partner network and have paid the same to our partner network hence, unfortunately we would not be able to waive off the charges.
>
>
> Thank you for trusting Matrix and giving us an opportunity to serve your communication needs. Please contact us on ( Toll Free [protected] or at our telephonic Call Centre number,[protected]. You can also write to us at [protected]@matrix.in for a prompt response.
>
>
> Thanks & Regards
> Divya Pandey
> Sr.Executive - Customer Support Team
> Matrix Cellular International Services Pvt. Ltd.
> 1/1,Neem Sarai, Transport Nagar,
> Allahabad(UP)-211011
> Tel:[protected],[protected] Original Message -----
>
> From: Prof. V. Ramgopal Rao
> To: Support
> Sent: Sunday, May 29, 2011 6:08 PM
> Subject: Re: Your Cellular Usage Bill For Invoice ATTG3036955
>
> Dear Ms. Yadav,
>
> I haven't used any data services. I never even made an attempt to set up any data conenctions. Actually, I wanted to use the Blackberry services on my phone (since I had a Blackberry phone), but your person at the airport said that I need to subscribe for these services. Since I am traveling for a short period I decided not to do so. I used the Sim card in a Blackberry, but I never made any effort to set up my phone for accessing the data services and these services never worked. I completely fail to understand why am I paying for a service which has been denied to me and which I never used ? This is just not correct on the part of Matrix.
>
> I am going to take this up with my credit card compnay as a fraud billing and also sensitize my colleagues at IIT Bombay. I would also like to take up this matter with the consumer forum.
>
> regards,
> Ramgopal Rao
> --------
> http://www.ee.iitb.ac.in/~rrao
>
> Institute Chair Professor, EE Department
> IIT Bombay, Powai, Mumbai-400076
> Phone: +[protected]Office)
> +[protected]Microe office)
> [protected][protected]-
>
>
> On[protected] PM 05:41, Support wrote:
>> Dear Prof. Rao,
>>
>> This is in reference to the below mentioned mail.
>>
>> We would like to apprise you that though the GPRS services are pre-activated on the SIM card, it needs to be initiated from the user's end and it is only after such initiation that its usage gets billed by the network partner. Therefore, unfortunately we will not be able to waive off the GPRS charges levied on the bills. It is worth mentioning that the HLR (Home Location Register) software used by our network partner is accurate and genuine in identifying the CLI (Caller line Identity presentation).
>>
>> Thank you for trusting Matrix and giving us an opportunity to serve your communication needs. Please contact us on (Toll Free [protected] / or[protected]. You can also write to us at [protected]@matrix.in for a prompt response.
>>
>> Thanks & Regards
>> Yogita Yadav
>> Sr.Executive - Customer Support Team
>> Matrix Cellular International Services Pvt. Ltd.
>> 1/1,Neem Sarai, Transport Nagar,
>> Allahabad(UP)-211011
>> Tel:[protected],[protected]
>>
>>
>> From: Prof. V. Ramgopal Rao [mailto:[protected]@ee.iitb.ac.in]
>> Sent: Sunday, May 29, 2011 9:38 AM
>> To: [protected]@ee.iitb.ac.in
>> Cc: Support
>> Subject: Re: Your Cellular Usage Bill For Invoice ATTG3036955
>>
>> Will some one care to respond please..........
>> regards,
>> Ramgopal Rao
>> --------
>> http://www.ee.iitb.ac.in/~rrao
>>
>> Institute Chair Professor, EE Department
>> IIT Bombay, Powai, Mumbai-400076
>> Phone: +[protected]Office)
>> +[protected]Microe office)
>> [protected][protected]-
>>
>> On[protected] AM 09:25, Prof. V. Ramgopal Rao wrote:
>>> Matrix No. : [protected]
>>>
>>>
>>> I am being charged for GPRS, which I never asked for. I was using a Blackberry with this Sim card, but my data plan or the blackberry services were never activated. I see that Rs. 187.28 appearing so many times. It may have been because, my blackberry probably was trying to access a service, but it never worked. I only asked for a voice plan and your person at the airport specifically told me that they have separate data plans, but I never opted for them. He also told me that the blackberry services will not work.
>>>
>>> Frankly, I was not expecting this from Matrix. I hope it will be addressed. I don't want to pay for the GPRS service which never worked and which is some thing I never asked for.
>>> regards,
>>> Ramgopal Rao
>>> --------
>>> http://www.ee.iitb.ac.in/~rrao
>>>
>>> Institute Chair Professor, EE Department
>>> IIT Bombay, Powai, Mumbai-400076
>>> Phone: +[protected]Office)
>>> +[protected]Microe office)
>>> [protected][protected]-
>>>
>>> On[protected] PM 06:28, [protected]@matrix.in wrote:
>>>> Dear Customer,
>>>>
>>>> This is to inform you that your USA invoice : ATTG3036955 for the month of May-2011 has been generated. The billed amount is INR - 19670.46
>>>> Please click here to view bill. View Bill
>>>>
>>>>
>>>> This is a system generated message. Please do not respond to this email. Instead, please send in your enquiries/ suggestions to the below referenced contact details.
>>>>
>>>> We value your patronage and will be glad to review your request. Please write to us at [protected]@matrix.in. Should you wish to speak with a Customer Care agent, please call us at our toll free number, +[protected]. We will be glad to assist you 24 hours a day/ 7 days a week.
>>>> Warm Regards,