Being overcharged on a false anniversary and not getting help

Item: Matrix Vehicle Tracking
Rating: 1
Author: Lesego M

So I received an sms stating that my debit order would go off on the 20th of Debember 2021 due to the holidays and that my next debit will be on the 25th of Jan 2022. Fine I am cool with that. Debit goes off and it is for R72.61 instead of the R67.86 that it should be so I call to query it and the lady tells me I have reached my anniversary which I have not because I only got my vehicle on the 7th of February 2019 and activated my account that same day so technically my anniversary is at the end of January. The lady insisted and I told her that I checked my previous debits and the increase only came into effect in January. She goes on to tell me that the sms I received states that I have to arrange for payment of the December debit because they have deducted the January one only. How does that make any sense? I told her I received no such sms and read her the one I received. It mentioned nothing about skipping the month's debit order to take a larger debit order. She asked me if I wanted to make an arrangement to which I said I don't understand why I have to if I have a debit order in place. The service was appalling. As I was asking her to put me to complaints she cut me off and redirected my call and no one picked up. I have been a customer for so many years, even with my previous car and this is terrible service I am considering cancelling it. No care for the customer

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Replies (2)

Lesego M's updateReviewer Update

21 Dec 2021, 09:59

Update: Jennifer called me regarding my Hello Peter post and to try resolve the issue. Initially they asked me if I want to reverse it or if they should debit me twice, of which I refused both on account of it not being my fault and not wanting to be charged by the bank for their fault. After a lengthy conversation of almost 14 minutes, and reading out the sms that I received that was misinterpreted from their end and her speaking to management, they finally admitted that they were at fault to take my January debit order now in December as it was only due on the 25th of January. They will instead debit the December amount in January... Such an inconvenience and a bad mood over something that could have been resolved had facts been looked at and assumption put aside. I will be staying on for now as a client but I told Jennifer that if something like this every happens again, I am escalating it and cancelling my subscription to their service.

Lesego M's update21 Dec 2021, 09:59

Reviewer Update

Matrix Vehicle Tracking's replyOfficial

21 Dec 2021, 10:16

Good Day Lesego M

We can confirm that an agent has been in contact with you and has assisted concerning your query.

Assuring you of our best intentions at all times.

Regards,
Customer Care Department
***

Matrix Vehicle Tracking's reply21 Dec 2021, 10:16

Official