I got their SIM with 10 day USA package worth$49.99
My trip was from 18th to 27th and 29th early morning 2am was the landing day back in Bengaluru. My trip itinerary was shared with their sales rep.
So, effectively I was on foreign land for exactly 10days.
However, in the bill they included 12 days and they charged($10.00+ surcharge+ tax) for 2 additional days on pro-rata basis. This pro-rata concept was not informed when it was purchased in airport and I needed only for 10days as I selected 10 day package.
Also SIM was not used for more than 10days. This is evident from their itemized bill. But they charged for 12days. This is shocking. When I escalated, Mr Shashak, nodal officer in Bengaluru mentioned that bill can not be reversed as its on pro-rata basis and the trip duration was mentioned as 18th to 29th while signing Customer Agreement Form. I did include the return day(29th in this case) but usage was only for 10days. Also I did not see anywhere in the form about the pro-rata concept. Moreover I did not get any email from them about the details of set up fee, package cost etc to confirm about the chosen package.
Also I got unnecessarily charged for many suspicious incoming local SMS.
From their itemized bill, it seems, the matrix SIM received incoming SMS as soon as I land in foreign land, almost 18 of them from same number at same minute.
However my phone handset never received any of these SMS in the itemized bill. This looks very suspicious since I did not share my matrix number with anyone and how can I get so many SMS at same minute as soon as I land. They charged around$5.5+ surcharge+ tax on all these and I was shocked again to see this unnecessary charge on many SMS which I never received at all!
Again nodal officer mentioned they can not reverse this as these are genuine SMS as per their automated billing platform.
Frankly I have never received these SMS and my handset never recorded any of these SMS.
It’s shocking to see that escalation to appellate and operations head did not help and they never responded.