Gross Incompetence, Unauthorized Cancellation & Misleading Sales Tactics: Matrix/MiX Telematics

I am giving a 2 for the sake of the 3 people who tried to help / actually helped; and if it wasn't for them I would give Matrix a well deserved 1.

The Full Experience: I have been a Matrix customer since my tracker was installed on 13 March 2026. What should have been a simple security service has turned into a nightmare of administrative incompetence and multiple departments that do not communicate.

The Misleading Upsell: On 18 March, I received a call from a representative to "activate" my MyPanic app. I was told the cost was R99 per month. I already pay R230 for a Silver Plan which includes a physical panic button. I checked the website and saw a single user is only R49, yet I was being quoted the "Family of 5" rate of R99.

The Inquiry: That same day, I emailed Customer Care and Debtors (the reference numbers showing they received my email: ***5, ***4, ***8) asking for a simple itemised list. I wanted to know if MyPanic was a separate service from my Silver Plan and why I was being quoted R99. I never asked to cancel; I asked for transparency.

The Unauthorized Cancellation: On 19 March, without any call or request from me, I received a letter: "Confirmation of immediate cancellation" for my Contract (***1 - this relates to the myPanic App). Someone in "Retention" unilaterally terminated my security coverage simply because I asked for a billing breakdown.

The Run-Around (Call 1): I called on my own airtime. I spoke to Philani Mkhize, who was somewhat helpful but also confused himself, insisting the Silver Plan was R199 (the Bronze price) when it is R230. A supervisor then chimed in, claiming, "But she cancelled." I had to read my own email back to them to prove I only asked for an itemised list. They apologised, but the MyPanic app on my phone was still not working.

The Hang-Ups (Calls 2 & 3): I called again to get a working link. Lady 1 said she’d find the original authoriser of the installation (Ntokozo) but passed me to Lady 2. Lady 2 put me on hold and then hung up on me. I was now enraged and wasting even more airtime.

The Truth (Call 4): I finally reached MyPanic Sales. This representative actually helped. She explained the physical panic button is for the car only, and the App is a separate service for the person. She corrected the R99 "Family" quote to the R49 Single User rate. She also revealed they had been charging me pro-rata since the 13th, which no one had disclosed.

The Resolution (Call 5): I finally reached Accounts. They confirmed my monthly total is R279 (R230 Silver + R49 MyPanic). They confirmed I am active and that on 1 April, they will debit the R97.04 pro-rata amount plus the first full month.

Verdict: I work hard for my money and I expect to know exactly where it goes. Matrix's internal systems are "trigger-happy" with cancellations and their staff are poorly trained on their own pricing. I had to fight through five departments and multiple hang-ups just to get a basic answer. Their lack of transparency is a danger to consumers.

P.S. I only start payment from 1 April, if this is how we are starting - the next 3 years are going to be interesting.