| Address: Matrix Cellular (International) Services Ltd Registered Office: 7 Khullar Farms, Mandi Road, Mehrauli, New Delhi-110030 |
Dear Sir
I bought Matrix PrePaid SIM Card for my Son who was travelling to USA on 18th Aug22 for studies. I was discussing about various plans with one Bhanuprasad at Bangalore [protected]. I gave all the information about the location (Baltimore- Maryland) where my Son shall be staying and told him to give SIM of appropriate company who has better coverage because in 2019 when we all travelled to USA we tool 3 SIM of Matrix -Telco Lyca but it just did not work so I told Bhanu about my experience but he assured that now services have changed and that Lyca is only SIM issuing company while the actual Operator is T Mobile and they are offering 5 G Services. I gave the EMEI number of my Sons mobile which he said is ok. The Mobile Handset model was also ok for USA which he confirmed. I took plan of 12GB + Unlimited Local and India calling both ways with 30 days validity and paid 3100 online for which I have not got any Receipt or Invoice. When my son landed on 18th August at Washington airport the Mobile was working but when he reached Baltimore-Maryland the voice call was ok but Data ie Internet was not working and he was not able to use the data resulting into major problems. He could not book Cab nor could he use any online services. We complained to Matrix and their Technical team gave some changes in handset which he did but no change. I escalated the complaint to Sanjay Saraswat - Nodal Officer and Capt Walia -Appellate Officer on 24-8-22 but no response. Sanjay did not pick up call and send SMS Saying please message the problem. So I messaged him the problem and then I got message from Bhanu that Sanjay shall call back but he never called back. Today Bhanu send a message that he has spoken to my son and that there is no coverage in his area so its not working and that he should complaint to Telco. Why should student complaint directly we have bought SIM from Matrix and they should coordinate since they have tie up with Telco. Also the SIM does not provide internet anywhere in Baltimore while Bhanu is giving wrong information. Based on his suggestion we put SIM in other mobile too but its still not giving data speed its constantly showing E
The Company is just not bothered and have taken 3100 and not given Invoice too. I feel they have cheated us on the plan. They have charged for higher plan but given lower plan and thats the reason they have not issued any Invoice with GST. The whatsapp chat with Bhanu is enclosed. Please take necessary legal action against them
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