Disgusting service

Good day

Account no: ***8

I have a few complaints regarding the service bought compared to the service received by matrix.

- First, I was not made aware in the sales call of a R1500 p/hr fee for any call outs requested. - The above put my asset at risk and was ****** thanks to the “fast recovery action” of Matrix despite numerous requests to do so. - The staff either sound-tired majority of the time or just lack customer etiquette and service. - It took 4 days to recover the tracking unit despite me informing the recovery team often and requesting someone to go out and inform me once the recovery team was dispatched in order to approve the R1500 per/hr call out fee as it seems I was forced to resort to paying this. Note sure what we then pay a monthly fee for. - When I called to provide the SAPS details, I was told SIYA was busy and he would call me back, never received a call back and when I called again, I was informed by KURT his hand over notes stated the Asset in question was at the police station, I suggest these calls are all listened to. - I only ever received a call back from Kurt who assisted, unfortunately, was a little too late at this point, at no point did any of the Matrix recovery team try to give me a call or return a call. Totally unacceptable for the type of service MATRIX “claims” to provide. - I am in the insurance industry for over 25years and have never encountered such terrible service by a service provider nor have I found clients are forced to pay a R1500 per/hr fee to investigate a possible theft of an asset, instead I am told by a recovery agent that “I chose to go into a risky business”. - I am now being told I must continue paying for a unit which firstly did not work at all, besides providing my insurer comfort of knowing its installed and the unit was recovered by the recovery agents when they eventually went out to investigate.

I do not think it is treating a customer fairly by forcing them to continue paying for a unit which was recovered at the scene. I recommend your complaints team listens to ALL the calls when conducting a QA, that is if the business cares about their brand.

This is the complaint i sent to Matrix escalations on the 15/04, not surprised no response received at all. I have now had a double debit go off of which i was not informed of, not to mentioned i am still paying for a tracking device which i was informed was recovered.

I should have gone with car track, I deeply regret going with matrix. ******* service and the after service is even worse, GOD forbid something goes wrong, they are not helpful, staff is quite rude and does not return your calls. RUN!!!!