Matrix Cellular Complaints & Reviews

I traveled to Spain and used Matrix Services there. Whilst taking the SIM card I was told that I will not be charged for incoming and if I give a missed call to India I will not be charged for the same. My plan was a Zero Rental Plan. When I received my number it was a UK number. I had my doubts, but one Mr. Ramesh from Matrix team in Hyderabad told me that I will not be charged and it does not matter if it is a UK number as far as it comes under Euro Region. Now I have a bill which has been charged for incoming in GBP along with Surcharges. Since they insist on getting your credit card details before giving the SIM Card, the amount has been debited immediately. THEY ARE NOT SO PROMPT FOR CUSTOMER COMPLAINT RESOLUTION AS PROMPT AS THEY ARE WHEN THEY DEBIT OUR CREDIT CARDS. The company is a fraud company and despite several attempts to contact them with a cool mind, they take customers for granted and thug them. Post reading the complaints on this forum about this company I am glad that I am not the only one facing this. Plus the Customer Service guys in Hyderabad are not professional. I guess the promoters of this company should get their team right and stop thugging fellow Indians.

Sir, The Matrix Cellular international service is not satisfactory. When I was travelling with my friend to Dubai from Chennai Intl' Airport the said service people are promoting the sale of SIM cards telling that Matrix SIM cards are cheaper than other SIM Cards. Asked me to pay Rs. 3500 which is enough, as if they are giving prepaid card on 30th April, 2013 and they told me simply to surrender the card on my return in the Matrix Cellular Counter, Chennai Airport which was closed on 12/05/2013. Then I proceed to Madurai. After landing in Madurai Airport, I asked the person in the Matrix cellular counter who is refused to get back the SIM card. Now they are claiming to pay an amount of Rs 6500 in addition with Rs 3500 which I have paid already. I am sure it is a fraudulent claim which I am not entitled to pay. Kindly take necessary action in this regard. Rev.Dr.I.Jeyachandran Tuticorin 02/10/2013

Dear Sir,
I found some majour discrepancies in my bill (Matrix no:[protected], UAE, Account No:703208). It was communicated to me by Matrix company that there is a special plan of Rs 500 for voice card Dubai group in which following was included.
• Full talk time of Rs 500.
• Incoming call free from anywhere.
• Matrix to matrix in Dubai free.
• Other networks local in Dubai Rs 6.
• International call to India Rs 27 per minute
• And also provide forex or travel insurance.
I was wrongly charged vide two bills Rs 763.82 (Bill date: 29-Apr-13, Bill no: DUBAI497465, Bill period: 27-Mar-13 to 26-Apr-13) + Rs. 3464.26 (Bill date 31-May-13, Bill no: DUBAI498179 27 Bill period: Apr-13 to 26-May-13) total : Rs. 4228.08.

Please note that in first bill I was charged some fix charges of Rs. 334.88, which is a complete surprise to me as there was no fix charges in the plan that I had opted.
Moreover I have been charged for calling on CUG number in my second bill.
Not only that I have also been charged more than Rs 27 per minute on international call to india and more than Rs. 6 per minute in local Dubai calls.
My total international call to India as per your bill comes to 64 calls [Duration 00:50:50(hh:mm:ss)] which if we calculate at the rate of Rs 27 per minute comes to Rs. 1728 and local calls 55 in dubai [duration 00:45:30 (hh:mm:ss)] at the rate of Rs. 6 per minute comes to Rs. 330. In total my total usage will be 2058 out of which if we deduct free talk time of Rs.[protected] it comes to 1558.
I have reported these discrepancies to company executive Mr. Sanjay and after talking to his head office he had agreed that there is a mistake in my bill and that I will be issued corrected bill within two working days. It has been 4 months and I have not received the corrected bill. Moreover company has wrongly charged Rs. 4228.08 (763.82+3464.26) from my account. In this regard please also note that a refund cheque of HDFC bank of Rs.1278.46 (no: 054575, dated 24/06/2013) has been issued infavour of me. But the corrected bill still has not been sent and that they have charged me not as per the tarrief promised to me though their company representative Mr. Sanjay through SMS.
BEING CONSUMER IT IS MY RIGHT TO HAVE BILL ON WHICH BASIS I HAVE BEEN CHARGED. I HAVE WRITTEN ATLEST 5 EMAILS TO COMPANY TO PROVIDE ME THE BILL BUT TILL DATE THEY HAVE NOT SENT ANY BILL TO ME MOREOVER THEY HAVE EMAILED ME THAT IT IS IMPOSSIBLE FOR THEM TO GENERATE BILL AFTER ISSUEING ME THE CREDIT NOT.

I bought international prepaid sim card while leaving Bangalore on 11 September. I had told them that I was going to Canada and they said it will work there and that I have a credit of 25 euros and incoming will be charged at 14 cents per minute and outgoing at 35 cents per minute. While I did not use it in London during my stop over, I tried to insert the sim on 16th September 2013 and enter pin numbers as advised in the leaflet. To my surprise it keeps telling me to get in touch with the service provider. I got in touch with matrix support team but they keep passing the buck from one executive to another and today I have told them that since I was not getting any customer support i want the money to be credited back to my credit card. I have ended up buying a local sim here in Canada for my use during my stay. While I have not received any response from the so called 24x7 service I plan to approach TRAI and also Bangalore airport authorities for allowing this operator to sell these fraudulent cards to passengers when flying out of Bangalore. I hope all the customers who have been cheated must come together ( I see there are several complaints against Matrix) and stop this company from marketing their product. I plan to initiate action against Matrix as soon as I land in Bangalore shortly. sudhindra kumar mobile number assigned by Matrix:[protected] sim number:[protected]

This complain is regarding the unnecessary charges and false commitment by Marix Sales person in Indian Airport. In indian airport i asked matrix people several times that i need this sim only for a month and i am not returning back the sim as i am going for employment they said its okay you need not to pay anything other than rental and call charges ; infact they have given me false information that it costs only 70 rs per min in outgoing calls which i trusted didnt cross check, now in the bill it is just double. Also they have taken my ccard snapshot and told me the bill will be adjusted from ccard and no need to return the sim as it is a new one their statement - in the past we need to return but as this is new one you dont. Now when my wife from india enquires you guys told that i need to pay 350 for cancellation ; Even calls to your indian ccare is paid one from here. Now When I am mailed the customer care , they wrote me hopeless mails that we regret etc etc, and asking for closure fee, its not the matter of money its the matter of words. Right now I am continuous mail exchanges with them for closing my account without SIM and without closing charges.

I had never made any outgoing calls to India during the entire trip to Singapore. Matrix charged me for outgoing calls which I have never made. I have been charged under “Other Data”. I have never used any internet services during the entire trip. Still i have been charged for the internet services. I am a corporate customer of Matrix and have been regularly using the Matrix services for the past 6 years. I am really very disappointed due to the wrong billing. I have been following up with Matrix representatives- Vikram Ghosh & Yogita Yadav on this issue since Sep 10 2013, but still haven't got a resolution on the same.

To whom it may concern. On 24th July I left for Europe, i applied for a SIM from Matrix at the airport. When I landed I had to contact the person who had come to receive me at the airport to my disappointment the SIM card did not work leaving me stranded at the airport for an hour. The experience itself was so frustrating and harrowing. Getting passed that incident I contacted my father to let him know the SIM is not working and to speak to Matrix, they instructed that I turn my phone back on and the card would work. I did as instructed only to learn the SIM itself was faulty and again it wasn't going to work. On arrival I complained to the Matrix executive asking him to reverse the 100 rs blocked on my card as the SIM card was nothing more than a dummy and put me a situation that could have been avoided. The SIM was collected and I was reassured that the money would be reversed within a week. To my astonishment the money has not been reversed and worse I received a billing for Rs. 376.27. This I find absolutely ridiculous. Request Matrix to please take the necessary steps to correct this issue. Anisha Singh [protected]

To whom it may concern. On 24th July I left for Europe, i applied for a SIM from Matrix at the airport. When I landed I had to contact the person who had come to receive me at the airport to my disappointment the SIM card did not work leaving me stranded at the airport for an hour. The experience itself was so frustrating and harrowing. Getting passed that incident I contacted my father to let him know the SIM is not working and to speak to Matrix, they instructed that I turn my phone back on and the card would work. I did as instructed only to learn the SIM itself was faulty and again it wasn't going to work. On arrival I complained to the Matrix executive asking him to reverse the 100 rs blocked on my card as the SIM card was nothing more than a dummy and put me a situation that could have been avoided. The SIM was collected and I was reassured that the money would be reversed within a week. To my astonishment the money has not been reversed and worse I received a billing for Rs. 376.27. This I find absolutely ridiculous. Request you please take the necessary steps to settle this issue. Anisha Singh [protected]

I had taken matrix SIM card while going to us on 27th July.. It was for calling purposes and the sellers had themselves deactivated the data roaming on my phone. As it is their plan is too high, so when I asked for a plan where making calls to India would be free, they said there is a plan where 299 is deposit and 899 is rental. You get a Dubai card free as well and further upto 150 mins of both incoming and outgoing from anywhere it's free. I had purchased at Mumbai international airport. Now when I made calls after 2 days 8 checked on their page that its free only for us calls. But OTC their are cheaters and frauds who want to make commission and money and are selling by saying wrong words. Further some international charges they billed me which cannot be possible because my data roaming was not activated at all.. It was infact deactivated by matrix sellers only. Also the exchange rate which they applied was not the RBI rate but standard chartered rate which was 2$ more than existing rate. Also standard chartered rate showed some different rate. Calls which they showed was too high in comparison to the calls made by me. They are just there to steal people by selling them cards. My bill is 3840 and i wish to claim refund of Rs. 2300 which is high for an individual 1. Rate difference of 2$ needs to be refunded to me on my charges which comes to 1800 2. SMS charges applied needs to be refunded around 200 3. Extra charges of 300 to be refunded

Hello,
I recently had a trip to Australia and for the same I had taken up a prepaid country specific sim card. The sim worked fine, but on my return I was billed twice. The first bill was for the mobile number account that I used but the second bill was with another mobile number with different account number also under my name with only the monthly rentals. I have no clue whose number was that and why was it billed to my credit card. The matrix cellular personnel Mr. Yash Parekh ([protected]) said that it was a system fault and the amount will be reversed soon. Its been 10 weeks and I haven't got any refunds on the fake bill charged to my card and the matrix executives are not responding nicely. I've got the both the bills and bank statements for automated debit to my card. Please contact me on [protected]@gmail.com or [protected].

Sumit Rathore

I bought a matrix card for australia. It was told that ur costing 3000 for 1GB internet but when i saw the bill its 18000 for not even 1GB, there were no fixed charges and now you are charging the fixed price , you did not tell us about the taxes that is about 4500. We are not fools that we will pay you a bill of 45000. This is a fraud company. I will take a strict legal action against the company.

Hi,
I was traveling to multiple countries (Germany, Singapore & UAE) on business trip and saw matrix counter in Bangalore International Airport. When I approached the representative, he asked about requirement like what countries being visited and if I make outgoing calls. I told clearly to him that I need to make outgoing calls in Germany but did not have need to make calls in Singapore and UAE. The guy offered me to take 2 SIM cards. One for Germany and other worldwide card, on which incoming is free. I was fine with the offer and gave credit card details and took 2 SIM cards. Later matrix had sent a mail and since I was on business trip, I did not have much time to go through the fine lines mentioned in the PDF documents attached to mail. All I knew was the representative had given the right SIM cards for the countries I was traveling to and as per the requirements discussed.

As told to rep, I did some outgoing calls on Germany card and did not make many calls on other worldwide card, but I was receiving calls on the worldwide card

When I received the bill after my return, I was shocked to see the bill for 12684.07. The reason for such huge amount was Matrix had charged for incoming calls in Singapore. When I checked with Matrix, answer I got was it was mentioned in the document attached to mail. Also, every time I call the support guy, they would say they will check and comeback. Matrix would promptly call back and say we are checking on this and will get back. Later they went ahead and charged my credit card as well. Post that I stopped getting calls from Matrix and they are not bothered to reply to my mails and calls.
If it was required to read the documents then rep at airport should have told me that. Otherwise what is the credibility the rep at airport has?
OR was it the trick of matrix to make money by giving wrong information?

With this complaint, I urge matrix to reverse the charges for incoming calls in Singapore.

Below are the details
Account Code: 733756
Matrix No.: [protected]
Country: GLOBAL SIM
Agreement No.: T[protected]
Bill No. : MWS397835

Thanks,
Mrutyunjay

We had purchased a matirx connection for UK for plan 150 min India calling free (for 15 days) at a renewal of Rs. 500 every 15 days. The card was to be used by my in-laws who are now at an age to enjoy a vacation. Their vacation has turned into a nightmare when matrix subsequently started deducting Rs. 1955, Rs 3500, Rs. 5500 etc from my father-in-laws credit card despite barely calling India once a day for 5 min. No datacalling was used/activated either. When contacted, Matrix claims its database says the plan is Rs 11 per min calling to India and not 150 free minutes. We are still to be heard and compensated by the cheating, fraud and mental torture given to senior citizens out to enjoy a holiday in peace

Matrix telecom provided data services even though specifically asked to deactivate data on the sim card, and charged a hefty amount rs 7600 for data - using already obtained credit card details despite my disputing the bill. This is their modus operandi for committing fraud. Will never hear you. This company can be challenged in the court for winding up if more people come forward. My credit card co informed me that it receives about 300 matrix related complains from the costumers every day for stop payment. Do not buy any sim card from matrix even though they lure you for free!

I purchased 3 Matrix cards for my journey to Spain, Italy and France. I had to pay a safety deposit of Rs 5000/- for each of the cards (Rs 15000/-) in total for the same. I was given a phone by Matrix to use during my stay in Europe.I was assured by Matrix that the GPRS setting was deactivated in the cell phone provided to us by them.I have been most unfairly and unjustly charged for usage of GPRS in France. My number in France was +[protected]. As I had already given them a safety deposit the money was deducted from my credit card account. The amount deducted is Rs 7796/-.

This is unfair and unjust as the downloaded data shown on the itemized billing provided by Martix shows 0 kbs downloaded. I have the bill emailed by Matrix which shows the same.
Now Matrix is claiming that they have a bill that shows downloaded data. How can something like this be possible unless they have faked the current bill? The claims have not been strengthened with a new bill either.

So I have a bill which shows 0 kbs downloaded and an account which is short of Rs 7796.
Please help me resolve this matter which has been pending for over a month and I do not want to pay for services which I have not used.

I do not want to let go of my hard earned money without any cause.
This cellular phone company (Matrix) must be asked not to take money without cause.

I had taken Matrix Cellular connection for my son who proceeded to the US for studies. I took a monthly plan of $62.99. It was a two year contract and they said there would be ETF early termination fee if we discontinued before two years. But they also took one month advance rent plus a deposit amount which was not mentioned in the contract. Since my son is in India for 3 1/2 months I asked them to disconnect the internet service so I could save on rent as I knew I cannot disconnect the number. They refused to do it. Since it is an AT&T connection my son contacted them wherein they said it can be done but they need the billing code. Matrix refused to give the same saying it is not their company policy. Besides Matrix does not allow anything to be added to the plan, like my son wanted roaming activated which they did not do, so we could not speak to him when he was in transit. They also do not unlock the phone so that he can use the handset here which again AT&T does. Now I want to come out of this connection wherein as per contract I am willing to pay the ETF but they are just not responding to my mails, in the process I am losing money as I am unnecessarily paying the monthly rent when the SIM is not being used at all. They have literally trapped us into this and making their money in the process. As per contract I can come out of this but they are refusing to comply. What about the money I am losing in the process and the stress I am going through? My deposit amount is refundable but they are just not saying how and when they will do it?

Matrix voice card for foreign travel is a cheating wherin hidden charges for data usage on voice cards are also levied like for gprs which cleverly is preactivated totally unkonwn to innocent customers . Thus it is advisable to take only a prepaid card if at all you have to go else arrange for a local sim in visiting country which can be affordable.

Lastly please take in writing from company all kind of charges likely to be incurred including gprs .

I have taken a matrix card of Dubai for 16 days. I have returned the card and they have generated a statement for the card. They have charged for arbitrary call durations through out the bill. They have charged the exchange rate as per the standard chartered bank exchange rate which is far more than the exchange rate by government of India. And these terms they have never mentioned while selling the SIM card to me.

They have taken the credit card number while selling the card, and they have charged as per their wish.

Matrix Mobile Operator is cheating and robbing openly. The operator should be banned

Dear Sir/Madame,

This has reference to my experience with Matrix cellular services. The chronology of events is as follows:
1. I purchased forex and sim card through Matrix Services Ms. Surabhi Singh (Sr Business Development Executive) on 6th May 2013.
2. I was provided with a simcard in a small poly-pouch with an instructions document and advised on how to activate it when in Singapore (my city of travel)
3. On enquiry if the sim were single use , I was told by Ms Singh that these are recycled
4. On arrival at Singapore on 7th evening at around 9 pm when I tried to put the card in my phone the same broke (the chip came off)
5. For that entire evening I was not connected to my family in India and the next day I had to activate my roaming with my Vodafone number.
6. For my entire stay in Singapore I "could not use" the Matrix sim card since it was broken.
7. On return , in the following week of 14th to 19th May, I got a call from the customer contact centre of Matrix and I narrated my problem to them, but there was no action.
8. Today I got an sms from the company that they are levying charges on my card !
9. When i called up Ms Singh to share this - she said" These charges YOU will Have to Pay!"
10. I feel cheated and utterly surprised by this behavior and unfair charges. Ms singh said these are rental charges- rental charges for a broken sim!

My request to this esteemed forum is to help me get my money back and take appropriate action against this service provider.


Kind Regards
Dr. Shivani Sarwal

After several confirmations, Matrix sold me a sim card (No +1 [protected]) with a confirmation that it will have unlimited data access in Canada for 15 days at $49.99. It was made very clear to them that data access is paramount to me and that is what needed to work on this card, over voice access.

I landed in Canada about 12 hours back and realised that there is no data access on the card. After struggling for 12 hours and making several calls to Matrix in India, and their representatives Varun and Anupam, they finally agreed that the data plan they sold me "does not exist"!!! These coordination calls itself must have costed me over Rs. 5000 in 12 hours!

This is the highest degree of fraud I have ever come across in my life.

Here is what will happen now:

1. During my 2 week stay in Canada, I will collate all my communication costs and send the bill to Matrix to cover.
2. I will also charge Matrix for cheating
3. Business opportunity loss, due to reduced unavailability over phone and email will be borne by Matrix. This could run into lacs of rupees.
4. Lastly, I will expect Matrix to be penalized for mental harassment caused

In the meanwhile, I would like to be assured that the number sold to me is deactivated and I am not charged. I do not need voice services from a fraud company.

With regards,

Parthajeet Sarma
parthajeet at gmail dot com