[Resolved] Matrix Cellular — Deficiency in service provided on matrix prepaid sim card for usa

deepakbali

from Mumbai, Maharashtra

Address:

Mumbai City, Maharashtra, 400001

I had purchased a matrix prepaid sim for my trip to usa and my number was [protected]. As per the terms and condition i was to get unlimited data with 500 mb being at 3g speed and the balance being at 128 kpbs.In addition i was to get unlimited sms apart from 1000 min india calling and unlimited incoming and outgoing within usa. Throughout my trip i did not get 3g speed for data and the data rate was so poor that i could not use any app. Even a simple app like uber did not function and i was severely handicapped in ordering uber for my local transportation.In addition throughout the trip i did not receive any incoming sms. The company has ack the deficiency in service but refuses to refund the money paid by me

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Oct 10, 2016

Complaint marked as Resolved

Matrix Cellular customer support has been notified about the posted complaint.

Verified Support

Sep 07, 2016

Matrix Cellular Customer Care's response Hi Anuradha,

We truly regret the inconvenience caused to you and do understand the gravity of the situation.

We would like to apprise you that due to a technical glitch at the network operator's end, the SMS services have been affected which has rendered the service to be completely or partially non-functional.

The issue has already been raised with the network operator and our technical team is in continuous follow up with them. As per our parent operator, the text feature may remain affected for some more time while they seek to resolve this. Unfortunately, at present we do not have a resolution turn around to this problem that has arisen.

Aside to this, we hope all the other services of the SIM card are working fine for you. If you are facing trouble with any other functionality of the sim card, we would request you to let us know immediately for enabling us to address it for you.

We anticipate your patience and understanding in this regard and value your business and association with Matrix as always.

Regards,
Ashish

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Comments

Matrix Cellular Customer Care

from New Delhi, Delhi

Verified Support

Dear Valued Customer,

We would like to investigate the issue and get back to you with an appropriate resolution. Please send the details of the Matrix Connection taken at [protected]@matrix.in and I will ensure you get a resolution at the earliest.

Regards,
Shashank

Anuradha Bindra

from New Delhi, Delhi

I am facing the same problem ...no incoming text and emails...I cannot download the uber app as cannot receive the text message from them to verify mobile no...it's very inconvenient and expensive to call for regular cabs. Will matrix pay the difference!!! Should have never bought matrix :(
Tele no USA [protected] bought from mr raj pandey who reassured me that he would take immediate action in case of any problem..but despite several messages and calls no help...just ignores all the what's app sent to him ...terrible service ...
Last year I bought Xim card and had no problems ...don't know why I changed :(

Matrix Cellular Customer Care's response, Sep 7, 2016

Verified Support

Hi Anuradha,

Sorry to hear that! Allow us to look into this and get back to you.

Regards,
Team Matrix