HORRIFIC SERVICE AT MATRIX (MIX TELEMATICS)

Item: Matrix Vehicle Tracking
Rating: 1
Author: Belmare S

I've had 5 vehicles with Matrix - due to the fact that it is impossible to contact them or to get any responses on my emails I started cancelling my contracts. It took them 3 weeks to respond on my first cancellation instruction and then they still got the dates wrong. The last vehicle's cancellation instruction and settlement figure request (yes I am willing to pay to get rid of Matrix) was sent on 10 July - since then I've followed up via email with absolutely NO RESPONSE. The emails were sent to *** and even directly to one of the staff members in the cancellations department *** - NO RESPONSE. As I am busy typing here I am once again trying to get hold of them on the phone - I've been holding now for 13 minutes with NO ANSWER. The previous time I was holding for 38 minutes - NO ANSWER - before I gave up. I lodge complaints online, via facebook, via email - NO RESPOSE

Helpful (0)

Replies (4)

Belmare S's updateReviewer Update

19 Jul 2022, 10:10

After 59:53 minutes on the phone I finally have a settlement figure. My cancellation instruction was sent on 10 July - they however work on today as the cancellation date because they only reacted now on the instruction!!!!!!!!!!!!!! Really?!
I asked the agent for a breakdown of the fees - I am giving up - I was put on hold and I think she is praying on that side that I will put the phone down. I am so so so tired of *********** people taking my money - so I am paying the unexplained settlement amount - I DO NOT EVER WANT TO DEAL WITH THESE PEOPLE AGAIN.

Belmare S's update19 Jul 2022, 10:10

Reviewer Update

Matrix Vehicle Tracking's replyOfficial

19 Jul 2022, 15:10

Good Day Belmare S

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 the unit is still within the contractual period and therefore requires a settlement amount.

The settlement details have been e-mailed through to you as requested and we await your response.

Kind Regards

Customer Care Department
***

Matrix Vehicle Tracking's reply19 Jul 2022, 15:10

Official

Good Day Belmare S

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 the unit is still within the contractual period and therefore requires a settlement amount.

The settlement details have been e-mailed through to you as requested and we await your response.

Kind Regards

Customer Care Department
***

Belmare S's updateReviewer Update

19 Jul 2022, 16:36

Yes - thank you I got the settlement figure after almost an hour of holding. You are clearly missing the problem here - I am well aware that there is a settlement figure - I HAVE ASKED FOR IT ON 10 JULY ALREADY.

Belmare S's update19 Jul 2022, 16:36

Reviewer Update

Matrix Vehicle Tracking's replyOfficial

20 Jul 2022, 08:46

Good Day Belmare S

Thank you for your post and the content thereof has been noted.

Regards
Customer Care Department
***

Matrix Vehicle Tracking's reply20 Jul 2022, 08:46

Official

Good Day Belmare S

Thank you for your post and the content thereof has been noted.

Regards
Customer Care Department
***