Matrix Cellular Complaints & Reviews

I have purchased a calling card for my hongkong trip at your matrix booth at mumbai chatrapati shivaji international airport and the number was +[protected] and sim no[protected] from mr. Anil and a payment of 1236/- was paid from my debit card on 6th may 2018. Anil assured me that that i can make 50 minutes free call and 50 minutes hk free calls and 50 free sms but when i reached there i came to know that the card has no balance. I called up anil on his cell no [protected] and informed regarding this issue but no response. I further request you to refund my payment and also stop with such kind of fooling people and put them in fix in no mans land. If i dont receive any refund then i will put this in social media as well as file a case in consumer forum court.

Activated a uae plan in bangalore international airport. Plan : incoming free, 50 mins outgoing/india free, validity 30, mobile number starting from +44... However, when i reached dubai and turned on the phone, received a message that the balance is zero. On calling the customer care, they said it is a system error, they fixed it, and i was able to make calls. I consumed about 30 mins of calling on day 1. On the following morning (Day 2) received the same message that my balance is zero. When i called the customer care they informed it should be system error again and rectified it. After which i made a outgoing call for a minute. Got the zero balance message again, when i reached out to customer care this time, they said i have ran out of balance. On questioning i realised the plan on the sim is different from what was briefed to me, and activated. I was asked to email the receipt, which i did and called them after 4 hours only to know that no one has read the email. The rep said i have to get in touch with the sales rep in bangalore, while i was in dubai. Further he said he will contact the kiosk and speak with the sales rep and call me back. No response for over an hour and didnt hear from anyone... Neither was i able to reach the customer care...

This is way too bad customer response behavior, the last rep i spoke was with javed who sounded very unhelpful.

While i was writing this note here, i tried to call them again, and i got connected after several attempts. The rep picked up and wanted to end the call without helping, on insisting he connected the sale rep from airport and hung up while on con call, the sales rep confirmed that i had 50 mins outgoing and said he will contact the network team to fix it and call me back, he hung up right after saying that while i was speaking.

I hope someone responsible reads this and helps sooner as i'm unable to make any calls.

Lacks customer service...

I purchased a sim card on 24th feb 2018 at bangalore airport (Mob no[protected] but the card is not activated after arrival in malaysia. I logged a complaint with the customer care, spent substantial time with the tech team to resolve or rather understand what the issue was but no help. I am without a sim and i have already paid, i would request a refund of the money unless i am given another sim today.
I have been following up with the customer care and they are not responding anymore. Have already incurred huge expenses on my india number trying to connect with them on roaming. Need a resolution and a refund!

I have taken matrix international sim card from a employee of matrix, while receiving sim itself i clearly explained their representative that data usage is not required to me and i need connection for few calls that"s for very short period. Accordingly i had used just 4 calls that is for few seconds only.
After my trip they have charged me bill for 1129/ and automatically deducted from my credit card and after some days they have sent me bill for rs 5260/ for data usage, then i replied that actually i have not used net data and even i used their sim in basic cell phone model which is not accessable for net browsing. Even though they are pressarising me to pay bill for which i was not used, even they didn"t understand that their sim was used in basic cell phone model. This is very unhealy and fair on the their part. Though iam the regular customer as i used their sim previously also and presently using their forex card even. Apart from all this they are insisting me to pay the bill for which i have not used. While i am trying to contact the person who has handed over me a sim is not available in company and came to know that he was removed.
In this regard, i request the high level authority of matrix to withdraw or drop the bill and to maintain customer relationship

I was charged with 5 gb data where in matrix have charged for days when i have not switched on mobile data at all. After my complain i got a revert back from matrix that all charges are correct which is invalid statement as i checked with etisalat (Uae telecom service provider) and they confirm that my data usage for corresponding month was below 2 gb.

I bought a sim for my travel to Germany with the below mentioned details:

Matrix Mobile Number:[protected]
Matrix SIM Number:[protected]
User Name : Binite Kumar Singh(that is me).
Network Name: Germany-O2
CAF Number: T[protected]

I am getting continious mails that MATRIX is not able to collect my sim as i am not picking up calls and they visited me and i am not available.

I have provided them my official adresss which is accesable all the time and my mobile number which is always ON as i am a sales personal. How can this happen. Since from the day i have came back(12 Nov’17), i have not even recieved a single call from them. I replied to thier mail on 28 Nov’17 on the same but no response from thier end.

MATRIX has deducted the charges of the terrif without my concent from my credit card and now put up a mail on 08 dec’17 telling me that they will put charges of Rs. 350/- as i am not returning the sim.

Really disappointed with thier response.

I will be moving to consumer forem agaist this case if any other charges are deducted from my card.

I purchased 2 sim cards on the 7th nov 2016 from matrix cellular, andheri branch, mumbai for a total sum of rs. 4, 598/-, valid from 12th nov for a period of 3 months. Since as per the department of telecom regulations the sim cards are not functional in india, i could not check the functioning of the sim cards till after my arrival in seychelles on the 12th nov.
Upon following all the instructions step by step as per the booklet provided by matrix we were unable to activate either of the cards. I had no option but to call their helpline nos on the 13th nov. After several calls i was asked to call back the following day as they could not resolve the problem. Upon calling them on the 15th nov. I was instructed to follow certain other steps and settings, despite which the problem remained unresolved.
Although matrix cellular has admitted to their inability to activate the cards and have offered to refund the cost of the sim cards, they have refused to reimburse the cost of the phone calls running into a few thousand rupees.

On 16 sep 2017 i brought matrix sim card from bangalore international airport i was travelling to mexico, the agent told me that it comes with 1 gb data free, unlimited incoming/outing free for us/mexico/india, it worked fine when i arrived in mexico, but on 6th of oct 2017 india outgoing calls stopped working, when i called back call center they told me that i exhausted 1000 mins of calling to india which was never told to me. Ok then i recharged for another 3500 rs for another one month, now the story was sir you took a bundle offer so india was not included, but fact was customer service agent directed me to recharge the account which i did, i been trying to call the customer care every day since i am not able to talk to my family, every time i get a story my manager will call and resolved till now no one called me resolve this……

Uday
[protected]
[protected]@hotmail.com

I made a business visit to france from 2nd to 15 th april '2017 so our company provided the sim card & mobile device from matrix service provider, following are the details.

1. Sim type - individual
2. Sale reference no - t[protected]
2. Username. - premnath. K (My self)
3. Mobile imei. -[protected]
4. Sim no -[protected]

I received mobile device and sim card without any tariff mentioned in the package.

I faced following issues

1. After i reached the france airport, realised that the given mobile device was not functional​, i could not understand what is the point in carrying a matrix mobile which could not meet the purpose?


I were struck out of nowhere, deprived & embarrassed.


I borrowed mobile from a stranger in airport to reach our hotel.​
Our sim card type is individual sim card not corporate but

2. I could not able to check the data & usage details.

3. I could not check the tariff plan selected for us.
​i borrowed mobile from one of our colleague ​from which i made a normal usage like mails, calls, maps but because of phone's background data the data usage went up​, i was pushed to this situation because of faulty device from matrix​.

I did not receive any throttle alert, we came to know about the usage only after reaching india.
I would not have prefered matrix mobile if the bill amount is this high

Finally i received the bill with high value
(Refer attachment) we had to face this because of faulty mobile & negligence of matrix

1. Why did the matrix service give the faulty mobile?​

​2. How can we pay this huge amount as i was not informed about tarrif plan?

​3. How can we pay this huge amount as i could not check tarrif from mobile device?

​4. How can we pay this huge amount as i was not informed about high data usage?

​5. How can we pay this huge amount as the sim card type is individual but individual is unable to check the data & call usage?

I purchased a sim from them for use in the uk. On reaching there, even after they claimed to have activated it, it did not work. Having spent previous roamin money to speak with their help desk, it was still not resolved and i used a locally purchased sim.

After this in spite of repeated mails and attempts to call there has been absolutely no response from their side when it comes to returning my monies

Dear sir / madam
1. Please refer to my previous mail in this regard and ref no. Su[protected]
2. I purchased two prepaid activated matrix us calling cards from your vendor in pune mr akshay on 29 june 2017, for my visit to us. The cards were purchased for my and my wife's mobile - motorola g3 and samsung duos gt-18552 models. The models of mobiles were conveyed to the vendor before purchasing the sims.
3. However, on arrival at us on 08 july 2017, i found that one of the sim[protected], being used on my samsung mobile (Model gt-18552), was not working. I had immediately contacted mr akshay through other phone to tell him about this. Following this he forwarded my call to some other expert of matrix who told me that the matrix sim is not compatible with this particular model of samsung mobile. Lack of a working sim had put me in great inconvinience and mental stress.
4. Since the fault lies in the fact that a matrix sim was provided inspite of knowing that it is incompatible with the model of phone for which it is being procured, leading to restriction of functionality and mental anguish. I request you to refund the cost of the sim (Rs 3450) to me immediately either by cash/cheque or by bank transfer. The relevant correspondence is attached.
Thanks,
Regards,
Brig j k banerjee, pune

I got sim card for uae on july 2016, after travelling top dubai in 2 days itself my card got blocked stating that my there is outstanding amount to be paid, same day i reported to the local exrcutive (Chennai) through phone and also mailed the customer support, but even after coming back from trip it was not working. Then i submitted my sim card, they generated my bill for not using for abopt rs 2393.49 and detected from my credit card details already given. I complained again regarding the same issue and finally they refunded adn adjusted the amount (Mail screenshot) attached. Now foe past 6 months they keeping on giving ivr calls and messages, with few mails also stating balance payment reminders. I replied to their mail but i didnt get any response. Now suddenly am getting a pre legal payment reminder letter
What is this? Is this really an international standard company? Managers are been tagged in the mail, they instruct their subordinate but they have not done their work too, i am deeply hurt by this action
I will not support an unprofessional behaviour like this
Kindly improve your standard

In june 2017, i had bought sim cards from matrix for both singapore [osp28353 on june 8th] and malaysia [osp29655 on june 15th]. All documents required for the same was submitted. The company not only lost my identification documents, it also left me stranded in a foreign country without any signal on either of the sim cards. My umpteen attempts to ask matrix to please refund the money has been in vain even though they have accepted that it is the company's fault for failure of activation.

Dear sir/madam
In kolkata international airport i purchased a international phone card with a phone number : [protected] on 21st july 2017. It was with agreement no. T[protected] and bill no. Raus21918n971. They suggested that it will be activated as per the instruction given by them in their manual and i will get a 500 minute free phone call time to call india immediately after arrival at melbourne. After arriving melbourne on 22 july 2017 i followed their instructions and the phone sim could not be activated in a manner they suggested. Instead i was asked to pay further, this was clear cheating by matrix. Hence it remained useless and caused huge loss to me financially and more importantly i could contact my kith and kin on time.
Due to this i had great difficulty in getting travel, and other facilities. I request to initiate adequate action so that i get compensation and unconditional apology from matrix cellular.
Jubaraj bikash baruah
Professor
Indian institute of technology guwahati
[protected]@iitg. Ernet.in

I am having problem with my matrix bill. The plan i booked for inr 3000 and bill i received 17000+, as per your executive the number was used for international calling, i checked the number was same as matrix booked from india by one of my colleague and as per plan germany local is 500 min free. Why i charged with the high rate? If i am exceeding my limit why it was not informed to me from your side?

If i am exceeding my plan limit then why it was not informed to me, where i can see increase in bill 567% as per the normal plan

I had a very unpleasant experience with a your executive. From last one month i chasing your executive for clarification, but no response the from his side. The service you guys are providing pre-sale after sale its totally different, before sale he use to answer my all question and after sale he even not bother to reply to my message. I am attaching the message screen shots for your reference.

Also, i told him to send your executive for my forex card and remaining money transfer to my bank account but no response l also as per rbi the amount was deducted from my credit card without my knowledge and signoff. This is not an authenticated transaction as per rbi mandate effective 1 may ‘2012. Please look into it otherwise i will take action accordingly.

As per matrix they are happy to help but i am their unhappy subscriber. This is like mental harassment for me. I need the solution because this is really pathetic for me.

When a large organization is mismanaged. I'd suggest you first find the problem. I guess you stopped the plan and continued using the internet as usual causing the inflated bill.

I am no more satisfied with the way of services of matrix. I want this bill to be adjusted.

I paid rs. 4829 for this SIM, and I have barely been able to use it. First 5 days I had no data and now I can't call the numbers I want to call (hotel or tour operators in Iceland)... why do I need to call up customer care to resolve issues with this SIM when I should be enjoying my holiday! Instead of planning my trip and booking tours, I am wasting time calling customer care. They tell me I can't call hotels or tour operators as those are premium numbers. Tell me who should a tourist in a new country call? I did not take this SIM to chit chat on the phone with a local person. If I can't even call hotels or tour operators, what is the point of this number? I should have landed in Europe and taken a local SIM for 10 Euros, and would not have these restrictions! What a waste of money! I don't understand whom Matrix services are for! Your sales person called me so many times for taking this SIM, and personally vouched that this SIM would work here. I have 6 days of my trip left and still barely used any service. What have a paid so much money for when I can't use it when I need to the most! I have complained to customer service. But also wanted to let you know how disappointed I am in trusting your sales person. There are trips which are getting sold out but I can't book as I can't call them! I'm a very frequent international traveller and I have never faced this issue when I have bought a local SIM from the country I'm visiting. Really regretting this and wondering how this issue will get solved for the remaining days of my trip. It would be better to just refund me the money ( as I have barely used services) if this SIM can't work for my purpose.

I took the matrix connection (Us no +[protected] from mr sudhaker yadav and opted for plan with plan code att2915r2. I took it with 4 other colleagues in mar 2016. I got highly inflated bill for the same. Both plan details and bill are attached with the mail.

The plan fixed charges for 10 days were rs 2999 and free things were unlimited local us calls, free incoming, 300 mins free calls to india and 1 gb data. If you check the bill, i made use of 213 mb of data, made voice calls of duration 04:52:00 hrs (292 mins) to india and voice calls of duration 00:25:00 (25 mins) to us. All of this comes under what was provided as free in the plan and should not be charged. So ideally i should get bill for rs 2, 999 + st + local sms charges.

When i tried to reach customer care, they agreed that "plan opted by you at the point of sale was att2915r2 of $ 29.99 rental valid for 10 days and this plan was sent to you on the confirmation mail." please refer the mail trail for details. They told me that it was rejected by me. While the fact is that i never received any such mail.

I also got to know from mr vikas, matrix customer care executive that mail was sent on "gupta. [protected]@gmail.com" which is a wrong email id. So basically again it was matrix’s fault to send the mail to wrong mail id and i can't be charged according to a plan i am not aware of. Rather i should be charged according to plan which was agreed on at point of sale.

In past more than 1 year, i have been received calls from several matrix executives, but no one follows up on the case. Each time i get call from new person and i have to start from zero to provide him the context and then he disappears again. Recently they are also threatening to send the case to legal department.

I took two prepaid sim cards for myself and my wife just before travelling to usa on 11/04/2017 to remain in touch with my son (Living in usa) by paying rs.1000=00 each for the sims. The sim cards were loaded at my residence personally by one business development executive of the kolkata office of matrix situated at 33a j l nehru road, 13th floor, chatterjee international building, kolkata 700071 who assured that the sims will automatically get activated once i leave kolkata and during my entire journey to usa through abu dhabi and incoming calls from usa will be free. However, inmmediately after reaching abu dhabi, both myself and my wife failed to contact our son the display in screen showing "call failed" 'no service" etc. We had a very difficult time during our 7/8 hour layover at abu dhabi airport and the sim cards did not work even in usa. My son had also tried to reach us in our matrix number without any success.

A couple of days after reaching usa i got in touch with the concerned employee of matrix and their customer centre through phone and there was a protracted e mail communication but the company evaded their deficiency of service and flatly refused to refund the money even if we did not get any service by using their sim cards.

I have finally decided to sue the company in the consumer forum in kolkata when i return to india in early july 2017 and want to caution the consumers never to use matrix simcards as the company is nothing but a cheat.

I got a Matrix SIM +[protected] and signed for a Rs.9230 Plan. However, in 2 days all 5GB data was gone and no one advised me that there would be additional data usage. I hardly used 1-2GB Data as am connected to Office and Hotel WIFI all the while. They are now harassing me to pay Rs. 21000+ from my credit card and I cannot do any as I am still in Cape Town

I had purchased Matrix mobile SIM[protected] at Bangalore airport. I was told that the SIM would be activated by paying Rs.1953 and I can recharge any time when I travel. But, now I am told by the customer care that my number is permanently deactivated since I didnot recharge last month. They say as per the company policy every month I need to recharge whether I am traveling to that country or not. This is absolutely ridiculous. They promise something while selling but they don't keep to their promise. Lot of hidden charges & policies. There is no one to question them. They are taking customers for a ride by making you sign on a form when long list of terms & conditions, so that we can't take any legal action against them even though the sales folks make false promises and sell the connection.