Hellopeter
Share Your Experience
MM
Monigue M

1 reviews | Active since Jun 2018

19 Aug 2025, 11:25

Horrible Service - Stay away

They dont even deserve 1 Star, there should be a 0. I have been trying to cancel this tracker since 30 August 2024, almost a year later and i have not received any assistance. I was forced to cancel cause i changed insurance and they had their own preferred tracking device service they requested to be used. I have emailed cancellations@mixtelematrix - *** - upgrades@matrics and even *** but have not received one reply. When i call the call center and eventually get through to an agent, they transfer the call but it drops. This happened repeatedly. Once i was lucky enough to get a call from them because i thought if i dispute the debit order they would eventually call me to find out why i have not been paying. Told the lady I have to cancel as iIhave another tracking service installed already and dont need their services, I was told they have to get the arrears first before they can cancel. I said fine debit the double debit month end. Then, they just continued for months to double debit my account even once the arrears were squared up. But then reversing the debit orders didnt work anymore they never called again and im just letting them double debit me for a service i dont use. I am willing to pay the cancellation fee as i know i signed up for a 3 year thing but they are just not coming to the party. Also i should mention i am unable to access the App anymore as my account is locked. All i want is for them to cancel this service, send me the cancellation fee. Pay it and be done with this 'Mickey Mouse' of a company called Matrix. CONTACT ME TO URGENTLY!!!!!!

0
Replies (9)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply19 Aug 2025, 11:55
Official
Good day Monigue Martin,

Thank you for your submission.

This serves as confirmation that we have received your query. As outlined in your agreement with MiX Telematics, you are currently in a 36-month contract. Please note that early termination of this agreement may result in a settlement fee.

An updated settlement fee has been sent to your email address. 

We trust this clarifies your query. 

Should you require any further assistance, please do not hesitate to contact us via email, reach out to us on Facebook.

Kind Regards, 
Customer Care Team
***
MM
Monigue M's update19 Aug 2025, 11:59
Reviewer Update
This is hilarious, i just ended a call that I've holding on for 20 minutes for your cancellation department. I am aware of the 36 month contract and would nothing more than to pay it and be done with your company. Problem is, you cant assist telephonically and dont reply via email for more almost a year now.

Send me you settlement fee, thats what i have been begging for!!!!
MM
Monigue M's update19 Aug 2025, 12:18
Reviewer Update
This is the response i received after emailing you:

This is a delivery failure notification message indicating that an email you addressed to email address :
-- ***

Kindly provide the correct email address this one apparently no longer works it seems.

MM
Monigue M's update19 Aug 2025, 12:32
Reviewer Update
Thank Hello Peter for this platform!!!!

I received a call from the cancellation department with the settlement fee and banking details.
I will keep everyone posted after i make payment. I trust the process from here will be seamless to close the account and have my name and details removed from Matrix systems.

Spreading love and light.
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply19 Aug 2025, 12:41
Official
Good day Monique Martin,

Thank you for your feedback.

Please note that email correspondence has been initiated, and a list of our relevant email addresses has been shared with you.

Should you require any further assistance, feel free to reach out.

Kind Regards, 
Customer Care Team
***
MM
Monigue M's update10 Sept 2025, 15:00
Reviewer Update
This platform seems to be the only way to receive any response from this company, can i get a response from your cancellations department on my emails please???? I've been sending emails since 26/08/2025 but its just crickets.....No reply, nothing just crickets...
MM
Monigue M's update17 Sept 2025, 08:42
Reviewer Update
Just an update, its officially almost a week since i have sent Proof of Payment to Matrix Vehicle Tracking. I have paid the full cancellation fee they quoted me which was nearly 3K and have yet to receive any response... :-(

I pray that i can close this chapter with Matrix still in 2025 cause Lord knows i am exhausted already.
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply17 Sept 2025, 09:31
Official
Good day Monigue Martin

Thank you for for the feedback

This is confirmation that payment made on 12 September 2025 was received cancellations has been processed. 

Cancellations confirmation was sent to the registered email address as per the system.

Hope this resolves your query. Should you require any further assistance, feel free to reach out.

Kind Regards, 
Customer Care Team
***
MM
Monigue M's update17 Sept 2025, 09:44
Reviewer Update
Thank you, Matrix team, for responding so swiftly this time around. I guess rather very late than never right...uhm no actually. Thats an opportunity for improvement.

NB: I received confirmation of cancellation:
We refer to your cancellation request received on 11 September 2025. This letter serves to confirm that the following vehicle(s) have been terminated with immediate effect upon receiving settlement fee of R***xx on 12 September 2025.

And thats a wrap with me and Matrix, it was not a pleasant ride but at least its something of the past now.

Thank you HelloPeter for this platform, i appreciate your team!!!