I had taken Uk sim for the duration 7thMay to 21st may. I took the sim on 5th may. I received one page details mentioning my mobile number and bill period as 30th to 29th. I gave one discount voucher worth Rs.350/- which I recd on taking travel card. I saw one bill getting generated on 17th May with period of 7th to 15th may.
On return I checked with them about the credit for the voucher, I was told that they require 16 digit card number for which the voucher was given. I gave them the number on 7th June . Second bill got generated on 10th June which was not still reflecting the discount of Rs. 350/-. I called up customer service and spoke to them , I was asked for the card number again, it is very surprising that every time I ask them about the credit they ask me card number. I would have given them this card number at least 4 times. I was told by the billing department that they would check why the credit was not given and would give me credit for the same within 24 hrs.
I enquired with them about the 2 bills getting generated, the explanantion was that for UK they are following 2 cycles 15th to 14th and 30th to 29th. The bill got generated on 17th as the 15th date had passed. I am not able to understand what is the meaning of bill period if two bills have to be generated and if it is the common practice then it should be mentioned upfront in the letter given to me.
I was told that all this explananation can not be given in the letter issued while buying sim card hence we don’t write this explanation. I feel this is unfair trade practice , your company is following some practice which is not explained to the client and not upfront mentioned to him. All the terms and conditions should be mentioned to the potential customer while selling the service/product. Any deviation from this should be informed to him/her or should be agrreeable to the customer. None of this was done , hence it means that you are taking customers for granted and working in the way which is suitable to you.
Very wrong practice and on top of it the customer service supervisor or billing department does not see any wrong in doing so .
I have decided not to subscribe to matrix services in the future.