Matrix Cellular International Services Pvt Ltd — The sim is not working in the United States and they are not saying my device is incompatible and refusing to issue a refund.

This is a complaint against fraudulent sales and malpractices followed by the prepaid sim company Matrix.

To close the sale when I was in India, they first said the esim will work absolutely fine even after taking all my details including device type. Then post delivery, i realise the esim is not compatible with my Xiaomi device. I then spoke with their nodal officer Sanjay, once again providing all information including device type, who said esim will not work, and he admitted that the sales person was eager to close the deal and hence made a rookie mistake. This was the first red flag.

He then said he'll provide a physical sim which will work absolutely fine for my upcoming travel, and they sent me one.

As soon as I land in the USA, the sim does not work and upon contacting their customer service, I get informed that my device is incompatible (despite this being the same device they said will work when I was in India). They refuse to issue a refund saying my the sim is working but my device can't accept network frequency in America.

I was under a lot of stress as I couldn't access the internet as needed when I'm out side, however I used another provider and the network worked without any issues, which proves that it's their sim that's not working and not a problem with my handset, which is a Xiaomi 11x Pro 5G handset.