I travelled to Europe recently and since I had been happy with Matrix in the past, I signed up for a Matrix card.
On 6 June, I got a message from Matrix saying I had consumed over 1 GB of data in one day!
I immediately called the Matrix customer service officer, Vibhuti, who told me to email Matrix. I sent Ankit Bhatia from Matrix a screenshot of my phone’s data consumption, to prove that I had not consumed any data.
This was my email
Date: 06-Jun-2015 4:30 pm
Subject: Matrix number - ±447452337983
To:
Cc:
Hello,
I’ve attached a picture of the data usage that my phone has measured while I’ve been in Europe(Amsterdam) from the 2nd of June until the 5th of June and London on the 6th of June.
As you can clearly see it is 4 MB and perhaps 10 - 20% more or less as measured by the carrier, in this case, Matrix.
I never got a reply and was told by Vibhuti to wait till the bill was generated. When I received the bill, I found to may shock and dismay that they had charged me for allegedly consuming 1 GB of data, which I had not done. 1 GB is the equivalent of downloading a complete movie!
When I emailed customer service, I got the following standard mindless form letter
" This is in response to your below mail.
We would like to inform you that the bill is absolutely in consonance with the usages made by you. The bill has been raised through the reliable billing platform of the network partner and there is no possibility of the inaccuracy there. As per your itemized bill, it shows the date, time, description, duration and amount which was made by your connection, since the sim card was under your possession. We assure you that the charges are genuine and there is no possibility for inaccuracy in it.
At the outset, please be assured that Matrix will never charge you for the services that have not been rendered to you from our end.
Hence, we regret to inform you that we won’t be able to make any changes in the bill.
Kindly let us know if any further assistance is required.
Reference number for this correspondence is-SU15070519.
We appreciate your business and look forward to your continued support and relationship with Matrix. Should you have any query, please call us at our 24/7 helpline+91 11 26800000 or e-mail us at support@matrix.in for a prompt response.
Thanks & Regards,
Lalit Lohia
Executive - Operations(Customer Care).
Matrix Cellular(International) Services Pvt. Ltd.
7 Khullar Farms, Mandi Road,
Mehrauli, New Delhi - 110 030
Tel:(011)-26800000
http://www.matrix.in"
Matrix has been extremely unhelpful - please don’t use their services!