[Resolved] Matrix Cellular — faulty mobile & overbilling for (sale reference no - t[protected]

premnathk@91

from Chennai, Tamil Nadu

Sep 11, 2017

Address: Chennai, Tamil Nadu, 600 096

Website: www.matrix.in

I made a business visit to france from 2nd to 15 th april '2017 so our company provided the sim card & mobile device from matrix service provider, following are the details.

1. Sim type - individual
2. Sale reference no - t[protected]
2. Username. - premnath. K (My self)
3. Mobile imei. -[protected]
4. Sim no -[protected]

I received mobile device and sim card without any tariff mentioned in the package.

I faced following issues

1. After i reached the france airport, realised that the given mobile device was not functional, i could not understand what is the point in carrying a matrix mobile which could not meet the purpose?

I were struck out of nowhere, deprived & embarrassed.

I borrowed mobile from a stranger in airport to reach our hotel.
Our sim card type is individual sim card not corporate but

2. I could not able to check the data & usage details.

3. I could not check the tariff plan selected for us.
i borrowed mobile from one of our colleague from which i made a normal usage like mails, calls, maps but because of phone's background data the data usage went up, i was pushed to this situation because of faulty device from matrix.

I did not receive any throttle alert, we came to know about the usage only after reaching india.
I would not have prefered matrix mobile if the bill amount is this high

Finally i received the bill with high value
(Refer attachment) we had to face this because of faulty mobile & negligence of matrix

1. Why did the matrix service give the faulty mobile?

2. How can we pay this huge amount as i was not informed about tarrif plan?

3. How can we pay this huge amount as i could not check tarrif from mobile device?

4. How can we pay this huge amount as i was not informed about high data usage?

5. How can we pay this huge amount as the sim card type is individual but individual is unable to check the data & call usage?

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Oct 16, 2017

Complaint marked as Resolved

Matrix Cellular customer support has been notified about the posted complaint.

Verified Support

Sep 12, 2017

Matrix Cellular Customer Care's response Hi @[protected]@91, we are having this checked on priority. You are requested to allow us a time of 2 working days so that we can further provide you an update on the raised matter.

Regards,
Ashish

Verified Support

Sep 15, 2017

Matrix Cellular Customer Care's response Hi Premnath, we checked the issue with our concerned team and would like to address your concerns raised as below:

1. We sincerely apologize for the inconvenience caused to you. We would like to apprise you that the issue regarding the non functionality of the handset was never reported to us hence the same could be address from our end. However, the SIM card was functional from our end and as checked it has worked fine during your trip.

2. The connection provided to you was a postpaid connection and therefore we do not have any provision to share the real time usage details with our customer as we do not get the same from our network operator's end.

3. The tariff plan along with the confirmation mail was shared with you on the registered email id which has been duly accepted from your end.

4. The bill has been generated as per the agreed tariff plan and usages made by you. Hence, we regret to inform you that we would not be able to provide you any waiver regarding the same.

5. The information regarding the high unbilled usage was sent on your registered email id and our concerned executive spoke with Mr. Munirathnam if we shall stop the connection as the unbilled amount is very high to which he asked us to continue the number but suspend the GPRS and the same was done from our end.

6. The SIM card has been provided to you under your Company's name MEL SYSTEMS AND SERVICES LTD but the user name updated is Mr. Premnath Kameswara Rao. However, we assure you that Corporate or individual connection does not matter when it comes to unbilled amount because in both the connection we do not share real time usage details as it is not shared with us by our network operator. We always receive a delayed reported from their end and that too we are never sure as when they will provide the same to us..

Regards,
Ashish Thami