Matrix Cellular Complaints & Reviews

I had traveled to Mauritius from 27th Feb to 2nd March 2017. I had taken dual sim cards from Delhi International airport. Both the sim cards were not active during the entire stay. I had to eventually take Orange sim card. After my arrival to India, Matrix had charged me the bill amount for both the cards. On calling the customer care, the officials told me that since I had not raised a complaint earlier they can't do anything. I feel cheated for having charged for services that I didn't avail.It's a breach of the contract agreement.On asking the customer service agents to look into this case, the agents said that they cant do anything. I would request matrix to look into this case in detail. My Bill no is MAU5904180. I have also logged a complaint again. My complaint id is: SU[protected]

I bought an unlimited data sim card for bangkok and clarified with the sales person if there was any FUP for the sim card. The reply was that the sim was completely FUP free and came with totally unlimited data. To my surprise after one month they billed me Rs 40, 000 for consuming half a GB of data.
Several emails have been exchanged with regards to this matter and I have been arguing with customer service people.
I have provided me with a local bangkok sim card and charged me Indian Roaming rates for internet, infact higher than Indian roaming rates.
If I would have used my local airtel sim card in Bangkok i would have got lesser bill than matrix.
The only thing they know to say is that you have been provided with the terms and condition while taking the bill. Even if the terms and conditions have the fine print mentioned about excess data usage, the customer always believes the sales rep and the sales rep clearly confirmed that the sim data plan was unlimited.
Now why on earth would I buy a sim card from India with Indian Roaming rates o[censored]SD20/MB and even if I did, wouldn't I be a fool to use internet worth Rs 40, 000?
They refuse to provide me an itemized detailed bill from the Bangkok telecom company with proper data usage rates mentioned on it.
How can they charge me roaming data rates for a local bangkok sim card is what I am asking from the company but they have no answer.
After so many month the amount of Rs 40, 000 have become some Rs 55, 000 after the so called late payment charges.
This company is not created to provide sim cards to customers, this company is formed to scam people and extort hard earned money .
I sincerely urge people to join hands and fight against such fraudulent company.
These people are threatening common people by threatening to go to court or settle outside court. Which telecom company will reduce the bill if you have genuinely used they data or made calls. Try negotiating Rs 50, 000 bill with airtel and you will get your answer. Airtel and vodafone will never discount any bill amount. There people are bargaining the bill amount as if its some tomato or potato.
Its a good thing I did not give my credit card to these people like other people did, else they would have charged my card and I would have to spend a fortune repaying my card back.
My main points are:
1. Which company charges USD20/MB for international data roaming.
2. Why is Matrix scared to provided me with an original itemized bill from the bangkok telecom company with the plan data rates mentioned on it, with authorized signature on it.
3. Why is Matrix charging ROAMING RATES on LOCAL country specific sim card for excess data or calls.

Clearly this is a conspiracy and matrix is conducting an ORGANISED LOOT and we can say LEGALIZED EXTORTION and the reason they are able to do it so boldly is because of the corruption in our govt and system.
I strongly urge people to join and come together if you want to save yourself and the future generation from these monsters.
To get in touch with me please contact me on [protected]@gmail.com

My wife has taken a USA Prepaid card on 23rd Dec 2016. On 6th Feb 2017, we have contacted the same agent who sold SIM to us and got confirmed us that SIM will work as soon as she reaches here in USA . We also bought another SIM that will work on Abu Dhabi as the earlier SIM only works for USA. She travelled to USA on 8th Feb 2017.

The Abu Dhabi SIM worked fine. However, USA SIM did not worked and we had hard time to communicating each other and I had to take airport official help to meet them.

After coming over here, we called your agent and he informed that he will rectify the issue. However, he did not. I called your customer care and also opened a service ticket with [protected]@matrix.in.

Service Ticket No: SU[protected].

I bought a simcard from T3 IGI airport for Doha on 19/1/2017 for Rs500 against my passport ID but it didn't work caused great problem to me & damage to me witch I will Sue in court of law& in crime branch of Delhi.then I ringed twice to Matrix. India they assured me prompt action withen 30 minutes but nothing done till date.My amunt & damage charges may be given to me otherwise I shall proceed for legal action.

On 20th October 2016 I took a calling sim from Matrix at Indira Gandhi International airport New Delhi for Mauritius as I was going to the country for my Honeymoon and i was told that I will need to pay INR 999 for 100 minutes local in Mauritius and 100 minutes to India. But when I got the contract it said that I have to pay Mauritian 999 rupees which is equivalent to INR 2000. So I rejected the offer and even called their customer care from Mauritius and told about the situation. I had to call from the number cause i was helpless as my parents are elderly and i have to keep mysel[censored]pdated about their well being. And then they sent me a bill of Rs 5294 and harassing me with legal notices.

I took US Sim card from Matrix on September.

When I travelled to US 1st week of October, SIM card did not work. It was terrible experience since my schedule was packed, and I didn't have time to go to Matrix office in US. I had to manage by making Whatsapp calls.

Sim no: 89445385
Phone Number: [protected]

Amount charged on credit card:
Card: 3, 862.71
Welcome SMS Charges: 26.54

I have told them about it in US. After coming back, I told them. Last month, I called them again. They registered the complaint, but no response. It has been 3 months already and I have not received my money back.

Matrix was very prompt in taking back the faulty sim though.

This is one of my multiple attempts to get back my money.

Horrible service.

When my wife went to USA, she purchased a Matrix Prepaid SIM card. The SIM card is purchased on 5-Nov-2016 in Bangalore Airport store.

The salesperson told that the SIM card is valid for 30 days and we can make Unlimited calls to INDIA and to USA numbers plus a 500 MB of free data/ Unlimited SMS.

But after one week, calls to India were not connecting. When enquired about this, the Matrix support team mentioned that calls to India is limited to 1000 minutes and we need to recharge again for the making calls to India.

Neither the store sales person nor the SIM KIT has these details. When we checked in their website also, it says Unlimited calls to India.

We tried multiple times mailing to the MATRIX support team but no use. They are sending us some documents and directing us to some web page where it is mentioned that the calls to India is limited to 1000 minutes.

When we dig deeper, we found in some pages of their website, they mentioned that calls to India is unlimited and in some pages, it is limited to 1000 minutes.

This is a CHEATING by the Matrix Telecom. We need this to be addressed.

My recent experience with Matrix US SIM card was awful. I felt like I was cheated and the customer service was no help. The SMS services did not work in US for more than a week and also the call quality was pathetic. No one could hear me and I ended-up getting a different card in US for 1 month.
Even though I did not use the services for more than 2 days, they charged my credit card $130 (close to 10 thousand rupees). The contract was not explained when I signed but was sent in email with different T&C. Even my repeated requests to consider some credit was rejected and they seems to be least bothered about customer and quality of services.
A VERY BAD EXPERIENCE.

At indira gandhi international airport i visited matrix stall to enquire regarding getting a cheapest card for us. They suggested $10 for a month plus applicable call rates. They took my credit card details and asked me to sign the $10 rate sheet. They suggested that it will automatically start working once i reached us. It never worked even when i restarted the phone at chicago. My son could not connect with me and whole episode became a nightmare since i was visiting chicago for the first time. Next day i received a mail from matrix that your request for connection has been approved. You are signed for $25 for ten days plus the mail cited a lot of hidden charges. It was astonishing for me that a company can stoop to such levels to make money! I immediately shot a mail to them concerning their fadulant act. Then they sent me an online agreement of $25 and later, of $10. Sensing that i'm not dealing with a sensible, truthful and responsible company, i declined their both offers. Again, to my bewilderment, they raised their first bill of rs. 870.32 for services that i never used and accepted. When i approached them again then they suggested that my agreement, which i'm unaware of, will expire on oct 09. They didn't suggest:
1. On what basis i've been charged.
2. They didn't append the copy of agreement that they presume i'm a part of.
3. They are not telling that how to deregister with them. It is important for me to know the same since their last mail mentions that they will further charge me in case i use their sim. Which effectively translates into that you are permanently in the net of some international thugs.
I feel i've no option left but to take all possible legal recourse so that other customers are not duped by this company.

Dear sir/madam,

I took an international sim from matrix when i traveled to germany in the month of april 2016. Now, i am being billed rs. 5800 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 germany.
I am reproducing below my communication with matrix to resolve the problem.
Regards,
Ranjeet

Support
Sep 23 (7 days ago)

To me, jyothi
Dear valued customer,

This is in reference to the below mentioned mail.

We wish to inform you that after getting the complaint from your end we went ahead and got the complete data usage re-checked and found that the data usages of charges 9000 kb which are reflecting on the bill are valid.

We therefore regret to inform you that we would not be able to extend any waiver/discount on the april bill.

Moreover, reversal of inr 1680.62 is already in under process so same will get done 3-2 working days.

Kindly let us know if any further assistance is required.

The reference id for this conversation is: su[protected].

We appreciate your business and look forward to your continued support and relationship with matrix. Please contact us on[protected]. You can also write to us at [protected]@matrix.in for a prompt response.

Thanks & regards,
Radha sharma
Sr. Executive - operations (Customer care)
Matrix cellular (International) services ltd.
7 khullar farms, mandi road,
Mehrauli, new delhi - 110 030
Tel :[protected].

Original message:
From: ran*@*il.com
Sent: friday, september 23, 2016 4:00:39 pm
To: support
Subject: re: matrix - case log [] {2870708} {2874687} {2878967} {2886734}

You do not need to reverse the payment, please adjust this towards april's bill.

Regards,
Ranjeet

On thu, sep 22, 2016 at 7:39 pm, support wrote:
Dear valued customer,

This is in reference to the below mentioned mail.

Please accept our sincere apology for the inconvenience caused to you.

We would like to inform you that we have initiated the request with our relevant department to reverse the credit card payment of inr 1680.62 against your matrix mobile number[protected] and the same will get done within next 3-4 working days.

Moreover, we would like to apprise you that we are getting the case checked for april month with the concerned team and therefore would request you to allow us the time of 24-48 working hours. We will surely get back to you.

Kindly let us know if any further assistance is required.

The reference id for this conversation is: su[protected].

We appreciate your business and look forward to your continued support and relationship with matrix. Please contact us on[protected]. You can also write to us at [protected]@matrix.in for a prompt response.

Thanks & regards,
Radha sharma
Sr. Executive - operations (Customer care)
Matrix cellular (International) services ltd.
7 khullar farms, mandi road,
Mehrauli, new delhi - 110 030
Tel :[protected].

Original message:
From: ran*@*il.com
Sent: friday, september 16, 2016 5:01:45 pm
To: support
Subject: re: matrix - case log [] {2870708} {2874687} {2878967}

Hello,

The amount of inr 1680.62 was the amount in the second bill for the month of may. I was back in india on the 30th of april. I appreciate you crediting this amount, thank you!

What about the bill for april? You have charged me for data for the month of april which i never used. I would like to reiterate that i never used any data and am not agreeable to pay for something that i never used. Please have this corrected.

Regards,
Ranjeet

On fri, sep 16, 2016 at 11:37 am, support wrote:
Dear ranjeet,

This is in reference to the below mail.

We would like to apprise you that as checked that credit note of the amount of inr 1680.62 is already been raised for the data charges levied in the bill against matrix number[protected].

Please find the attached soft copy of account ledger herewith for your perusal.

Kindly let us know if any further assistance is required.

The reference id for this conversation is su[protected].

We appreciate your business and look forward to your continued support and relationship with matrix. Should you have any query, please call us at our 24/7 helpline +[protected] or e-mail us at [protected]@matrix.in for a prompt response.

Thanks & regards,
Kailash chandra
Matrix cellular (International) services pvt. Ltd.
7 khullar farms, mandi road,
Mehrauli, new delhi - 110 030tel :[protected]
www.matrix.in

Original message:
From: ran*@*il.com
Sent: tuesday, september 13, 2016 11:30:50 am
To: support
Subject: re: matrix - case log [] {2870708} {2874687}

Dear sir/madam,

If i am saying that i have not used any data services, i am definitely not lying. I do not need to lie for something as small as this. If you say that i have used your data service, please send me the usage details/pattern of the data service. I would like to know which websites i visited or what data i accessed as my phones mobile data service were inactive and i never tried to access any website. 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 completely fail to understand why am i being asked to pay for a service which has been denied to me and which i never used? This is just not correct on the part of matrix.
Frankly, i do not expecting this from matrix. I hope it will be addressed. I don't want to pay for the gprs/data service which never was used and which is something i never asked for. I am more than willing to pay for the services that i used namely voice calls and nothing more.

I would appreciate it if you send me the updated/corrected bill, thank you!

Regards,
Ranjeet

On mon, sep 12, 2016 at 7:00 pm, support wrote:
Dear ranjeet,

This is in reference to the below mail.

We would like to inform you that the bill is absolutely in consonance with the usages made by you. The bill has been raised through the reliable billing platform of the network partner. As per your itemized bill, it shows the date, time, description, duration and amount which was made by your connection, since the sim card was under your possession. We assure you that the charges are genuine and there is no possibility for inaccuracy in it.

At the outset, please be assured that matrix will never charge you for the services that have not been rendered to you from our end. Hence, we regret to inform you that we won't be able to make any changes in the bill.

Kindly let us know if any further assistance is required.

The reference id for this conversation is su[protected]

We appreciate your business and look forward to your continued support and relationship with matrix. Should you have any query, please call us at our 24/7 helpline +[protected] or e-mail us at [protected]@matrix.in for a prompt response.

Thanks & regards,
Kailash chandra
Matrix cellular (International) services pvt. Ltd.
7 khullar farms, mandi road,
Mehrauli, new delhi - 110 030tel :[protected]
www.matrix.in

Original message:
From: ran*@*il.com
Sent: saturday, september 10, 2016 7:34:19 pm
To: support
Subject: re: matrix - case log [] {2870708}

Thank you, but you still have charged me incorrectly for data which i never used. Kindly look into this as well.

Regards,
Ranjeet

Ranjeet samuel
Sep 23 (7 days ago)

To nodalofficer, operationshead, appellate, support, jyothi
Hello,

If you have been able to get the complete data usage re-checked and validated then you should not have any problem if sending me the details. 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.

Also, i would like to talk to your upper management (Not senior csr's), someone who is able to make informed decisions. This has been going on for a long time now and i am quite frustrated to say the least.

I would like to bring to your notice a similar case where a professor of iit was wrongly billed by your company and had to get your ceo involved to resolve the matter. So, if this is going to take your ceo to resolve this, please bring this to the notice of your ceo.

Regards,
Ranjeet

Appellate. Sep 23 (7 days ago)
Dear valued customer, we acknowledge the receipt of your email and assure you...

Nodalofficer. Sep 23 (7 days ago)
Dear valued customer, we acknowledge the receipt of your email and assure you...

Ranjeet samuel
Sep 27 (3 days ago)

To support, nodalofficer, operationshead, appellate
Its been over 4 days now. Will somebody respond please?

Regards,
Ranjeet

Appellate. Sep 27 (3 days ago)
Dear valued customer, we acknowledge the receipt of your email and assure you...

Nodalofficer. Sep 27 (3 days ago)
Dear valued customer, we acknowledge the receipt of your email and assure you...

Ashish thami sep 28 (2 days ago)
Dear mr. Samuel, we do not capture of store information pertaining to usages...

Ranjeet samuel
Sep 28 (2 days ago)

To ashish, support, nodalofficer, operationshead, appellate, jyothi
Dear ashish,

No, this does not clarify my concern. I did not use any data and am not willing to pay for something which i did not use nor did i ask for in the first place.

Regards,
Ranjeet

Nodalofficer. Sep 28 (2 days ago)
Dear valued customer,

Appellate. Sep 28 (2 days ago)
Dear valued customer, we acknowledge the receipt of your email and assure you...

Ashish thami
4:49 pm (18 hours ago)

To me, nodalofficer, operationshead, appellate, jyothi
Dear mr. Samuel,

This is in response to the below mail.

Please be informed that we have already addressed your concern in a fair and genuine manner. The bill has been generated as per the agreed tariff plan and usages made by you. Hence, we regret to inform you that we would not be able to make any changes in the bill.

Anticipating your understanding and cooperation in this regard.

Thanks & regards,
Ashish thami
Matrix cellular (International) services ltd.
7 khullar farms, mandi road,
Mehrauli, new delhi - 110 030
Tel :[protected],[protected]
www.matrix.in

Matrix cellular (International) services pvt. Ltd.
www.matrix.in

Matrix cellular (International) services pvt. Ltd.
7 khullar farms, mandi road,
Mehrauli, new delhi - 110 030tel :[protected]
www.matrix.in

Original message:
From: ran*@*il.com
Sent: saturday, september 10, 2016 7:34:19 pm
To: support
Subject: re: matrix - case log [] {2870708}

Thank you, but you still have charged me incorrectly for data which i never used. Kindly look into this as well.

Regards,
Ranjeet

Ashish thami
Dear ashish,

I do no understand on what basis you say that you have addressed my concern. Here i am, saying that i have not used any data service and you keep on and on telling me that i have been billed as per my usage. There are several cases against matrix where customers have been overcharged/incorrectly billed by matrix. India today also has an article about this.

You have still not sent me the itemized bill for the data usage. Please send me my data usage details, when and what was downloaded.in any case i have lost complete trust in matirx. A simple search in google shows umpteen number of similar cases against matrix.

If you do not revert the data charges send me the correct bill, 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,
Ranjeet

Hi,

I had purchased a matrix prepaid SIM for INR 1700 for my travel in Europe. I was assured that the SIM is active and I should only check it in Europe. I landed in Europe and changed my SIM however the SIM was never detected. I did not have any way to reach the customer. I had asked my friend to speak to the customer person but he was very rude and asked to drop a mail to [protected]@matrix.in. This is horrible, I was travelling between countries with no SIM and on my own. Even after repeated call and whatsapp after coming back to INDIA, I was asked to follow up with [protected]@matrix.
This is totally unjustifiable, how can you treat your customers so bad once you have got the payment.

Even after making payment, collected by the representative directly by cash, email was sent from Matrix asking to make payment. In that process my credit card also got blocked.
Customers are believed to be king, but in this case Matrix was torturing through email. I advise others, never take Matrix SIM when you go abroad. It will kill your purse.

I had taken a Singapore Matrix card in Nov 2015 for around 10 days – for which all payment etc was done and the card was returned to Matrix. However in June 2016 I was surprised to see three charges from Matrix on my credit card. I contacted Matrix customer service multiple times but nothing was done. Hence I raised a dispute with the creditecard company. However I was shocked when the I received documents from the Credit card company that Matrix had sent them - they have used my earlier information (passport photo copy, credit card number etc) to create a new fraud contract. This is pure play fraud and criminal activity. Rest assured I will never use their services again and try my best to pursue this matter to its logical end - even if it means taken legal action against them.

I had made a mistake in taking mistake of matrix sim when i am traveling to bangkok. After i return back, i received a bill and found some mobile numbers was not used by me and billed in my invoice. The same was explain and accepted by matrix, but the story which started in 2014 till today i am facing the harraisement from matrix executives on payment (Rs. 756/-).

I, syama pada mukhopadhyay, requested to matrix cellular international for using call in sydney. I called 4 times in sydney int airport only 4 times, duration not being more than few secs
. I never use that sim to call any one within 3 months of my staying in sydney or in india after comng back to india.
In dec i received a huge amount of bill of about rs 3oo0 plus and immediately sent message through my email address to block the sim as i dont want to use it, unfortunately as details of my credit card was with them, continuously they detucted huge amount of money through my credit card till i block my credit card after coming back to india. Now they are again sending bill of rs 12 57 /- as pending bill.
This matrix cellular international is a fraud cellular which deduct money through details of credit card being available with them, as sent as a part of request to get sim from them.
They had already deducted a huge amount of money through my credit card without producing details of call records and not take any action when repeated reminders sent to them to their email id.
My code given by matrix cellular is 825467
It was taken in dec 2013.
Initial all payments of rs 1000 was given to get the sim.
Please help me to take action against them to save innocent customer like me

I travelled to usa in the month of june for 2 weeks. I was given a matrix number which did not work when i reached. The calls were not getting through and the continuous beeps sounded like a voip connection.
When i changed the phone number in my uber app, uber did not recognize it as a mobile number and i could not use it anyway. The data connection was also very bad and constantly erratic.
I managed to send a whats app message to the person from whom i was dealing and he said do not pay…we will give discount.
When i returned, matrix had already debited my card (Without informing me or sending me an invoice). When i questioned them, they said i had signed a form to the effect that payment will be automatically debited (Without otp)…how is this allowed by rbi??
They also asked me to send proof of complaint to their email id, so i took the screenshots of my whatsapp conversation and sent it. Today they have responded saying, since i did not complain to their customer care number from us, they cannot give me any discount or refund. How the hell do they expect me to call their number if their connection was not working??
This is a clear case of cheating and contravention of rbi rules on credit card use. Please take action against matrix and i request consumers also not to take their services…. Matrix is cheating.

I was brought oppoa37 mobile on 20/7/2016. At that time i told him for bill above mrp and taken rs. 13500/- that was above maximum retail price. But he was told me for company scheme and take rs 13500/- and confused. But there was mrp - rs. 12990/- (Inclusive of all taxes). And he was ignored my observation and taken his price and given me bill of rs. - 13000/-

Dear Sir/Madam,

I Visit UK (LONDON and Scotland) from 25th may to 2nd June 2016

My concern is that their sales executive at T3 Airport New delhi rent out 2 cards for UK and 2 cards for Europe, as he is saying that UK cards will work as International Roaming in Scotland and you should take 2 Europe cards for Scotland.

But as Scotland is part o[censored]K, we doesn't need Europe cards at all, even we can't use them.

These cards are unused till returned to your Executive

Your executive misguide US and sell 2 Europe cards extra.

I already paid my bills for 2 cards which we use in UK,

Now their office charge the bills of remaining 2 cards from my credit card without my permission. even their representative Ms Taranjeet told me that we can not charge money without your permission. It is a very small amount but its a case of cheating on your behalf,

if you need more documents i will provide you.

In anticipation of an early action,

Thanks & Best of Regards

Sanjay Kumar Gupta
+91-[protected]

We took matrix card while our uae tour in february 2016 from calcutta office's executive sudipto saha. he issued two sim cards and convoyed one is for calling (100 min calling free to india) and another was net surfing (2 gb free use). when we received the bill we found that all called we made from sim one was charged to us. payment was directly deducted from our credit card. when we complain customer care executive told us that charges are because off calling and surfing both was activated in sim one.

I complaint against the same and sudipto called back and accept his mistake. he also assured and commit that additional charged money will be waive by earliest. when money was not refunded i asked for status sudipto and his superior shashank, delhi office back off from their wordings about past communications.

Finally i understand that they all are in same team. these guys are fraud, hoax, impersonator and cheaters. they intentionally did miscommunication so that we can charge additionally for their own commission. i can only suggest that beware from such fraud people, they may go to any extend for their own profits.


Divesh sharma

Wrong bill
Not sure what is the thinking procedure of the people working with matrix. even after showing the proof that the bill they have generated is actually false, they fail to help with it and go on saying that the bill generated is true. really disappointing experience. have travelled abroad so many times and this was the first time thought of trying matrix, as they boost up to be the best connection for international calling. first of all they did not specify that only calling up with prefix 01991 is free and calling with prefix +91 would be chargeable, deceived us on the first step itself. second, there were very few calls done by me with prefix +91, and the rest were with prefix 01991, instead of charging just for the calls done with prefix +91, they have also billed the calls done with prefix 01991, even after showing them the screenshots of the calls made in right manner, they are not ready to agree.
They have stamped me with the bill of 14, 470/- inr, for nothing. this is highly disregarded and i would like to take the matter as much high as possible and all the people who are being forced with bills which is not correct, request you all to keep complaining, and publish in social media so that others think before taking matrix sim. and please don't think that escalations help, they senior officers too are same.

Details:
Accode: 1464263
Mobile no.: 96581035

Not at all a satisfied customer...

Email: [protected]@outlook.com