Matrix Cellular — I am being charged for data service which i never used

Address:	560001
Website:	www.matrix.in

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