Complaint Details

Status	:	Closed
Complaint No	:	0007156/2013
Category	:	Telecom
Date	:	09-11-2013
Subject Line	:	Wrongly billed, no response for resolution from the company
Complainant	:	Ankit Varshneya
Address	:	MUmbai
Complainee	:	Matrix Cellular
Address	:

Complaint Details
To Whomsoever it concerns
Dear Sir/Ma’am,
This is maybe the 10th time I am explaining the problem I faced/facing with Matrix, but in any case I would like to give you one more chance to understand the problem and will go ahead and explain it.
I had called up the Matrix department /store in Mumbai in the last week of April 2013, since we wanted 2 SIM cards for Australia, for a trip which was to start from May 3rd 2013 to May 17th 2013. I was contacted back by Mr. Nuwam from matrix (his Phone number +91-9619172058, who we understand has left the job). He informed me that someone from Matrix would be visiting me and will provide me with the SIMs. Mr. Sanket Pawar ( email id sanket.pawar@matrix.in, Ph: 9819737366, the number is now being used by Mr. Amit of Matrix) visited us on April 26th and provided us with 2 SIMs for Australia phone numbers : 0424224533 and 0406400567. Please remember we took 2 SIM CARDS, and requested data in the 0424224533 card on a 32 AUD plan which has 1 GB free data. Hence this is what was told to us:
• Both the number will have outgoing and incoming
• Data is active only on the 0424224533 number with 1 GB free data for a 32 AUD plan.
Of course we have used matrix before and hence we though what was informd to us was what was the actual truth.
We landed Australia on 3rd May 2013. Please note : The number “0424224533” was not working and we could not make any outgoing calls from DAY 1. YOU CAN CHECK THE SAME FROM THE BILLS, that no calls were made from this number. This is where the problem with matrix started , please note, one number never worked. However, the data on this number was working, so we assumed that the 32 AUD plan was activated and we had 1 GB of free data. SO this is how we managed : data being used on 0424224533, no calls from this number and calls from 0406400567, with no data on this number.
However around the 10th May, midway through our trip, we received a phone call from Matrix, saying we were using the phone too much!!! We explained to them that one number was not even working, and we politely asked them to activate it for us please. Instead we were told that that is not their department and they are just calling to inform us to either use less or make payment. Quite a shocker! So this was problem number 2, SIM card not working, no resolution provided. The other shocker that the person informed us that we were being charged for Data on the number 0406400567 , where we hadn’t even asked for data!!! Surprising isn’t it, coz we dint even know data was active on this number, so how could we even use it??!! Now, since we were in a foreign country and we dint want to have a hassle, we suggested that why don’t they transfer the 32 AUD plan of the number which wasn’t even working to the other number and we use only one number coz atleast that ways there wont be more problem. Of course we had no idea how incompetent the customer care was. So note this, on 15th May 2013, with 2 more days of the trip remaining, BOTH OUR NUMBERS STOPPED WORKING.. whoa we were stranded with no phone numbers working.
When we got back, we called the matrix customer care and informed that we had problems with their numbers and that we wanted to discuss the same. The customer care was not interested in talking and just said that we can talk after the bill was generated the next month and they just got someone to collect the SIM cards. Meanwhile, the credit card number we had provided, was cancelled and we as responsible customers informed matrix that the credit card has been cancelled and that we would make payments through another card, once we receive the bill and can discuss it. Of course the customer care was not interested in talking!
When we received the bills, we were shocked again!!! Whoa a combined bill of over Rs. 27000 for the 2 numbers, from one of which we could never make outgoing calls , the other of which we never used data and ofcourse neither worked for the last 2 days of the trip!!! How bad a service is this? SO we called up the person , Mr. Sanket Pawar, who sold us the connections to discuss the issue. But of course his number was switched off. So we called Mr. Nuwam, whom we had initially gotten in touch with, and as expected we could never get through. After repeated calls, we finally managed to talk to his senior , Mr. Abhishek Tikait, and he informed us that Mr. Sanket has regular made mistakes, mis-informed customers and not done his work properly and is no more associated with the company. However we were reassured that Mr. Abhishek would look into the matter and call us back. Of course we never received any call!!!
After this point, we have send countless mails to Matrix, asking them to please discuss the bills with us, and that we had actually used only about Rs. 5k of the total bills of Rs. 27000. We wanted to clear the issue soon, and as eveident we wrote mails, made calls to discuss the resolve the issue (even before the bill was generated) so that we could make the final payment. Please note, we would never receive any reply for our mails, or receive replies well over 15 days to one month and with no indication of even a discussion of the issue. I am sorry to say, but this was by far one of the WORST customer care we came across. I am sure the management of matrix is much more professional and they don’t really know how issues are handled at the lower levels. Inspite of repeated reminders, we never got anyone to listen to us. We finally got a call from someone and this is what they said:
• they had investigated the issue and that no data they conclude we have to make the said payment of Rs. 27000+ because:
o No data plan was activated on either of our numbers, inspite of our request for the same and now that it was not activated we had to make payment for using data on international roaming. Of course when we informed that it was their mistake that it was not activated, they agreed but said that nothing could be done about it now?!! Really???
o On the fact that one number did not work at all, they said that we should be happy that atleast the other number worked??? Wow is this how you treat your customers???
o And that even though we had not asked for data on the second number, we were charged for it and that was not their problem????
By this time we were expasperated and clearly told the representative calling us that we want to clear the dispute and will do so, once our side of the problem is heard and we can discuss the bill . If you want to check our CIBIL records, you can see that we do not have any outstanding payments and ofcourse do not cheat , unlike the treatment metted to us.
ONCE AGAIN, please get someone to understand and look into the matter and resolve it amicably. Hope this is taken up and resolved soon. We are ready to make all the payments for the outgoing calls made by us and 32 AUD for the data plan that we had requested.

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