[Resolved]  Matrix Cellular — Misguiding, mis selling and misrepresentation of sims from matrix representative

Address:	791111
Website:	Matrix Cellular Services

During my international travel from Kolkata to Thailand I had taken post paid Sims of Matrix cellular service from Kolkata International Airport with activation effective from 28th January 2016 to 4thFebruary 2016.

The Matrix representative at Airport told us about the attractive offer of their service when i told him about our requirement for only calling usage. As i had gone with my husband and my minor two children.
The emphasis made by the matrix representative mentioned was only the two offers ie,
1) Local calls between the Sims will be free,
2) International Call to India will be charged with Rs 30/- per minute.

The above two offers were so attractive and we were very happy to take the service.
There was no agreement on data usage neither we discussed on it as the intention was very clear that; one, I had no use of it and even if required that will be with the free Wi-Fi from the hotel facility.

When I returned on 4thfeb. 2016 at Kolkata I returned your sim and when I asked about the bill, it was conveyed by your representative that it would be sent through Email later.
But the horrific scenario started by the series text messages of huge amount of bills.
On 15thFebruary ’16 a sum of Rs. 2519.92 was debited from my credit card and on 8th march’16 another sum of Rs. 2000/- was debited from my credit card.

It was 9th March 2016 I see series of text messages coming on my phone with unbelievable charges to which I was shocked and in no way could understand them as I had not taken the Data Plan at all as reflected in the messages. I was billed of Rs 88690/- .

The above bills that is charged is beyond my imagination. I had taken matrix cellular service only on the pretext that I would save money by using free local calls between the Sims as I had gone with my husband and children.

The bills which Matrix have given, in no way are acceptable. As a traveler no one would switch to matrix if we share this experience with others.
As a lay man we do not have the expertise of the data usage terms. We were not informed by your representative about the expensive data charges. The matrix company‘s expertise (representative) did not take the responsibility of providing information so as to make a informed consent.
There was absolutely no handouts or dos and don’ts ( any pamphlets) about the cellular usage for any customer to have a complete and basic information.
But your representative only focused and highlighted on the free local calls and international calling of Rs 30/- per minute.
Another aspect, i would like to state is that as a common man’s understanding and also the pattern in india, i have a local post paid BSNL sim and every month a text message services of bills are provided as per the usage, and when the amount of Rs 1200(twelve hundred) as ceiling amount is not paid the services are barred so also the Data usage, after every usage a text message is send to the customer of the usage and its available balance.

So also as when we as a customer we were unaware about the cellular usage, your company did not take the responsibility in informing us of the cellular usage by text message since its charges are so expensive for a common person like us.
As i have mentioned in my previous correspondence to Matrix that, your representative was the person who had changed the sims and handed over the ready phones .
Moreover, since we were out of our home state Arunachal Pradesh our cellular data was switched off.

And now while going through the bill you send us, we see that the bills that you have given are cellular data usage from day we arrived Thailand from 28th till the 4th February ( Till date we left the country). That means your representative have intentionally switched on the cellular data in the two phones, since he was the one who changed the sims and handed over the phone .

Therefore I would like state that your representative have misguided, mis sold your sims services whereby he has hidden the facts of data charges and its usage, which has resulted in a inflated and unjustified bill which is not at all acceptable to me neither and I am in position to pay the huge amount charged to me. I have already paid Rs 4519 /- and that was the budget I had kept for the caller use.
If your representative had even indicated about the charges I would have never ever have taken your services as it coasted me beyond imagination. It seems and is evident that your representative hid the facts misguided, misused and mis sold about the services and deprived me of basic information.

The Matrix company ‘s moral responsibility lies in providing information of proper technical know hows of Cellular usage and its charges in a simple common man’s understanding. The Technical expertise should have been imparted to the customer so that the customer makes an informed choice at the time of a one’s travel to a foreign land. Today I am mentally harassed by the series of text messages/communications.
Once again I would like to request to get this resolved ASAP.( May like to inform that i have written to Nodal Officer Matrix on 21st march 2016, and 30th march 2016 regarding the matter)

My reference NO is ND1604014

Matrix sim no [protected] and [protected]