[Resolved] Matrix Cellular — USA Prepaid SIM card

Ravi Kandepu

Address:	500047
Website:	www.matrix.in/offices/Hyderabad

My wife has taken a USA Prepaid card on 23rd Dec 2016. On 6th Feb 2017, we have contacted the same agent who sold SIM to us and got confirmed us that SIM will work as soon as she reaches here in USA . We also bought another SIM that will work on Abu Dhabi as the earlier SIM only works for USA. She travelled to USA on 8th Feb 2017.

The Abu Dhabi SIM worked fine. However, USA SIM did not worked and we had hard time to communicating each other and I had to take airport official help to meet them.

After coming over here, we called your agent and he informed that he will rectify the issue. However, he did not. I called your customer care and also opened a service ticket with [protected]@matrix.in.

Service Ticket No: SU[protected].

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May 9, 2017

Complaint marked as Resolved

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

Verified Support

Feb 22, 2017

Matrix Cellular Customer Care's response Hi Ravi,

We are very sorry to hear about your recent experience and we would like to investigate the issue and get back to you with an appropriate resolution.

Regards,
Team Matrix

Verified Support

Feb 22, 2017

Matrix Cellular Customer Care's response Hi Ravi,

We have checked the issue with our concerned team and found that we would not be able to re activate your connection as the number has already been swapped with some other connection. Hence, we regret to inform you that we would not be able to assist you in this regard.

Regards,
Ashish

Feb 27, 2017

Updated by Ravi Kandepu Hi Ashish,

Thanks for the reply.

Your agent has informed us that the same number is going to work on our travel date. we trusted your agent and traveled to USA. My family had hard time to reach me out. This has caused us financial and mental suffering. Otherwise, we would have cancelled the plan and taken a new SIM on the travel day. Your agent have given a wrong information to mislead us and caused trouble for our family.

May I know when it has been assign to another user. At least, can you please initiate the refund.

Thanks & Regards,
Ravi Kandepu.

Mar 06, 2017

Updated by Ravi Kandepu Hi Ashish,

Can you please update on this matter.

Thanks & Regards,
Ravi Kandepu.