Matrix Cellular — Wrong Promises

Address:

110030

This is regarding service provided by Matrix Cellular (International) Services Ltd. 7 Khullar Farms, Mandi road Mehrauli, New Delhi- 110030. I opted 7 days rental plan on Matrix international postpaid sim for my Indonesia visit. At time of sale, I have been told that I would be getting daily 15 mins free calls to India & local Indonesia. Same information was mentioned by them in body of their service confirmation email. As per opted plan, in the end of service, I was expecting bill of max Rs. 3000 inclusive of all taxes. But Matrix billed me for Rs. 14205.34. After following up with them, they said that to avail free calls to India, I was supposed to prefix Indian number with some budget code. Since I didn’t prefixed it I have been charged with international call rates instead of free call rates. My concerns are- 1) Sales executive did not mentioned same while making sale. 2) Provided such customer beneficial information was having some conditions applied to it, it was not mentioned in main body of confirmation email neither has *(conditions applied) in front of it so that I would have understood that it’s having certain conditions associated to it. 3) They have mentioned free services by name as budget, that too in 6th point of their terms & conditions attachment in email. Which is also a difficult term to be understood by a layman person (a consumer). On account of above mentioned items I have been misguided by Matrix leading to generate bill of such a huge amount which they are now asking me to pay. Considering it might be human error that sales executive missed to mention this information while making sale, but it has to there in email body AS PER STANDARDS or in a layman understandable format. Matrix is doing their business by misguiding their customers by hiding such customer beneficial info & generating bills with huge amount, which they are then enforcing customers to pay.