Debit Order raised on closed account

Item: Matrix Vehicle Tracking
Rating: 1
Author: Lisa K

I cancelled my business with them in April, they continued debiting me non stop, I tried contacting, sending emails no one contacted me back, I then stopped the debited orders, I received messages daily of my account being in arrears & I am being handed over, I contacted them again & was told they had a problem with their system in April & will send through my confirmation of cancellation immediately which they did, that same day someone else called me to tell me they are handing me over, I told her my account was cancelled & she insisted I owe them, today I was debited with a new debit order raised with a different account number!!! Who's account is this mix telematics????? ***9???? who opened this account? Because I did not

Helpful (0)

Replies (5)

Matrix Vehicle Tracking's replyOfficial

30 Jun 2021, 09:55

Good Day Lisa K

Thank you for bringing the matter to our attention and allowing us the opportunity to speak to you.

As per our telephone conversation earlier today, we confirm that your cancellation request has been processed and confirmation thereof was emailed to you.

Your account has been forwarded to our Finance Department for the necessary credits to be approved and to clear the outstanding balance on your account.

Kind Regards
Noluthando Mabaso

Customer Care Department
***

Matrix Vehicle Tracking's reply30 Jun 2021, 09:55

Official

Good Day Lisa K

Thank you for bringing the matter to our attention and allowing us the opportunity to speak to you.

As per our telephone conversation earlier today, we confirm that your cancellation request has been processed and confirmation thereof was emailed to you.

Your account has been forwarded to our Finance Department for the necessary credits to be approved and to clear the outstanding balance on your account.

Kind Regards
Noluthando Mabaso

Customer Care Department
***

Lisa K's updateReviewer Update

30 Jun 2021, 10:51

I think your company needs a way to stay on the same page because this is becoming ridiculous, this is not the 1st time either, after speaking to the lady that called who confirmed that the debit order will be refunded, I had a query regarding the debit order reference as it is a new account & was transferred to the finance department where another lady told me I still owe the company, so who's fooling who here? Please get your business on one page as this is why I left in the first place.

Lisa K's update30 Jun 2021, 10:51

Reviewer Update

Matrix Vehicle Tracking's replyOfficial

30 Jun 2021, 11:55

Good Day Lisa King

We sincerely apologise for the miscommunication and unsatisfactory service that you have received from us.

Your query is being resolved on our side.

Regards
Noluthando Mabaso
Customer Care Department
***

Matrix Vehicle Tracking's reply30 Jun 2021, 11:55

Official

Lisa K's updateReviewer Update

07 Jul 2021, 10:12

I AM STILL WAITING FOR FEEDBACK. I RECIEVED ANOTHER BILL WITH 2MONTHS PREMIUMS!!!!!!!!!! After I was assured above the matter is sorted WOW!!! Customer care???? I think not

Lisa K's update07 Jul 2021, 10:12

Reviewer Update

I AM STILL WAITING FOR FEEDBACK. I RECIEVED ANOTHER BILL WITH 2MONTHS PREMIUMS!!!!!!!!!! After I was assured above the matter is sorted WOW!!! Customer care???? I think not

Matrix Vehicle Tracking's replyOfficial

07 Jul 2021, 13:17

Good Day Lisa K

We can confirm that an agent did get in contact with you and has confirmed that credits have been processed for the June billing and we are waiting for Finance Department to approve.

Your May proof of payment has been escalated to the Credit Control Department for allocation on your account.

We do apologize for the inconvenience caused.

Assuring you of our best intentions at all times.

Regards,
Kaya Payi
Customer Care Department
***

Matrix Vehicle Tracking's reply07 Jul 2021, 13:17

Official