Location/place: Bandra Mumbai
Name of company/service: MATRIX
I hired a Sim card for my daughter from Matrix, for her trip to Serbia from 28 June to 18 July 2012.
I had called Matrix who sent their marketing executive to my home. We gave him details of the trip, with copy of passport and Airline return e-ticket. He recommended the West Europe tariff, best suited plan which he explained was about Rs 200 for fixed charge and GBP 5 (appx Rs. 450 rental) plus usage at GBP 0.05 (Rs. 4.50) for Incoming and GBP 0.65 (apx Rs. 60) for outgoing calls to India, with 125 mins of Free Incoming calls. The Matrix Form he handed also was for UK/West Europe. When I got the first Bill on 7 July of Rs.1600 for 11.45 mins of usage for one Incoming call on 29June, I was shocked and called Matrix. Since I got no satisfactory answers I sent an email to support@matrix the same day, explaining the mistake; but received no reply. I got the second Bill only after my daughter returned on 19 July, which was another shock and the third bill in August. My total Bill was Rs. 16851 for 108 mins of Incoming calls, which is Rs. 156/- per min. No Outgoing calls made and all in-coming calls were in Serbia. This is more than my daughter’s Indian Mobile phone provider or even a Satellite phone would have cost. My total Bill should have been less than Rs. 1000/-. Since my Credit card was swiped on purchase, Matrix can claim any amount for which I am helpless.I requested Matrix to re-consider their Billing amount and charge me what I was promised, but they refused, saying that I should have taken the International roaming card. Had I know these high tariff rates I would not have taken the matrix card. This amounts to defrauding the customer by misinformation, just to secure business. I would like your assistance to recover the amounts over-charged to me and caution other future users of Matrix cards. Thank you.
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