Matrix — Wrongful billing by Matrix

Address:

Mumbai City, Maharashtra

I had taken SIM card for Australia and NZ for my parents. We had taken the card only for receiving incoming calls which can be seen clearly by the usage pattern in 3 of the SIM card. On one NZ number, once again Matrix has wrongfully billed us for calling some unknown numbers. We have confirmed that the numbers reflecting does not belong to any of our known contacts but Matrix insists that we have called these numbers. Matrix has done this in the past too when I had taken a SIM card for Dubai and they had charged me 22, 000 rs as bill. That time also they insisted that I must have used the data services thats why it is reflecting in the bill. Now after one year, during the discussion for the current matter, Matrix accepted that there was issue with their parent network. This is the response from Matrix- Just wanted to add that in the earlier case of Dubai, there was an issue with charges for data usages at the parent network's end and the same were reversed for all impacted customers, however, at no point was there an issue with the call records. Matrix seems to have this consistent problem of wrongful bill and they are just not ready to accept it. They always put the blame on the customers and are not ready to check if there is some internal problem. This wrongful billing causes lot of stress to the customers, spoils their vacation and leads to lot of harassment when we are trying to make a case with Matrix. Their idea of dealing with customer complaints is going and deleting the customer's negative posts from the social media websites like facebook instead of addressing the problem. Some lessons learnt from my two bad experiences with Matrix 1. Don't take Matrix Sim cards if you travel abroad. Its better to take a local sim from the country you are visiting 2. If you decide to take their sim card, remember their cards have preactivated GPRS services and they will end up giving you a huge bill irrespective of whether you have used the services or not . So ensure you have got it deactivated beforehand. Their marketing personal will say it is not activated unless customer requests for it but it is preactivated. So check carefully 3. Clear all the saved numbers of the previous users. They don't even bother to do this internally before giving the card to the next user. This will lessen the chances o[censored]nknown numbers appearing on your bill. 4.Most important. Don't share your credit card details with Matrix. Its better to give a deposit instead of credit card number because they take the money out immediately as soon as the bill is generated even if you have raised a dispute. Please share this with others so that their vacation experiences don't get spoiled by taking Matrix