[Resolved] Matrix Cellular — Poor prepaid SIM card service while travelling to USA from India

[email protected]

Address:

Kolkata, West Bengal, 700038

I took two prepaid sim cards for myself and my wife just before travelling to usa on 11/04/2017 to remain in touch with my son (Living in usa) by paying rs.1000=00 each for the sims. The sim cards were loaded at my residence personally by one business development executive of the kolkata office of matrix situated at 33a j l nehru road, 13th floor, chatterjee international building, kolkata 700071 who assured that the sims will automatically get activated once i leave kolkata and during my entire journey to usa through abu dhabi and incoming calls from usa will be free. However, inmmediately after reaching abu dhabi, both myself and my wife failed to contact our son the display in screen showing "call failed" 'no service" etc. We had a very difficult time during our 7/8 hour layover at abu dhabi airport and the sim cards did not work even in usa. My son had also tried to reach us in our matrix number without any success.

A couple of days after reaching usa i got in touch with the concerned employee of matrix and their customer centre through phone and there was a protracted e mail communication but the company evaded their deficiency of service and flatly refused to refund the money even if we did not get any service by using their sim cards.

I have finally decided to sue the company in the consumer forum in kolkata when i return to india in early july 2017 and want to caution the consumers never to use matrix simcards as the company is nothing but a cheat.

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Jul 13, 2017

Complaint marked as Resolved

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

Jun 09, 2017

Updated by [email protected] Particulars of matrix sim cards purchased by me at Kolkata before commencing my foreign trip

P K MAJUMDER [protected] RITA MAJUMDER [protected]

The particulars of tariff for making calls from UAE to USA and in USA were deliberately not disclosed to me by the executive of Matrix Cellular, Kolkata.

I want a full refund of the amount (Rs.2000=00) paid by me as I did not get any service at all and being Senior Citizens were harassed and cheated.

Verified Support

Jun 12, 2017

Matrix Cellular Customer Care's response Dear Mr. Majumder,

This is in reference to your concern raised. We want to apprise you that your matter raised related to the prepaid connections has already been addressed by the Nodal Officer. As checked, you had consumed the balance on your Matrix SIM cards, so you were not able to make calls.

Aside to this, the handset specification was also shared with you, still you had carried the handsets which were not compatible with USA SIM cards. hope, it clarifies the concern raised.

Regards,
Team Matrix

Jun 16, 2017

Updated by [email protected] The response dated 12/06/2017 given by Matrix Cellular is not at all acceptable by me for the following reasons :

- I had clearly indicated in my initial complaints to the company (by e mail) that the SIM cards did not work at all during my 8/9 hours stay at Abu Dhabi airport on 12th/13th April 2017 and never once my wife and me could get through calls to my son in USA neither he was able to connect me. Every time I attempted a call the screen showed "call failed" and therefore how could I consumed the balance ?

- Regarding the compatibility of the handsets the contention of the company is absolutely false and evasive because the Sr Business Development Executive of the Kolkata Office of Matrix (Ms. Debosmita Roychowdhury) personally visited me at my residence at Kolkata just a few days prior to my departure and herself loaded the SIM cards and did not raise any doubt about their compatibility at that time and therefore it was obviously perfect for us to carry these handsets.

Further the contention of the company is self contradictory because if the handsets and SIM cards were incompatible, how could the balance be consumed at all. This clearly indicates that the company is somehow trying to evade their responsibility.

THE CONCERN RAISED BY ME THEREFORE REMAINS NOT ADDRESSED BY THE COMPANY AND THE FORUM MAY KINDLY PUBLICISE THE VIEWS TO CAUTION PEOPLE TO PREVENT THEMSELVES FROM BEING CHEATED LIKE US.