Matrix Beame – Paying for a Tracker That I Was Never Told Had Stopped Working

Matrix Beame – Paying for a Tracker That I Was Never Told Had Stopped Working

I have had a Matrix Beame tracker installed in my vehicle since 2017 and have been paying my monthly subscription consistently.

On 9 August 2026, I decided to test the tracker and was shocked to be informed by the Matrix control room that my tracker was not working and was outdated.

What is extremely concerning is that I was never informed by Matrix that my tracker had become outdated or unserviceable. I received no email, SMS, phone call or any other correspondence advising me that the device was no longer operational.

I immediately tried contacting Matrix Customer Care, but I could not get through and my emails were not answered. I eventually contacted my insurance company to advise them of the situation. Interestingly, once my insurance company contacted Matrix, Matrix responded very quickly.

Since then, I have repeatedly asked Matrix very simple questions:

When did my tracker become unserviceable? Why was I not informed? Did Matrix know that the device was no longer working? What happened to the service I was paying for during this period?

Instead of answering these questions, I have repeatedly been told that it is my responsibility to test the device every three months.

I understand that customers may be required to test their trackers. However, this does not answer my question as to when the device became unserviceable and why Matrix never informed me.

If the device became unserviceable shortly after my last test, was I expected to somehow know that it had failed? Surely a company providing a vehicle tracking and recovery service should have systems in place to identify when equipment is no longer communicating or providing the service being paid for.

This is not a minor inconvenience. A tracker is there for my safety and protection in the event of hijacking or vehicle theft. I was unknowingly driving around without a functioning tracker while continuing to pay for the service.

What makes matters worse is that every time I raise these concerns, I am told that a senior person will contact me. Nobody does. It has now been over a week since I discovered that my tracker was not working, and I still have no proper answers.

Instead, I was approached about applying for an updated device and entering into another contract. I made it clear that I was not prepared to enter into another contract with a company that had not even answered my questions about the existing service.

I was even told by a very disinterested Matrix consultant that I should "cancel if I'm unhappy."

That is an appalling way to treat a long-standing paying customer who is simply asking for accountability.

I am not asking Matrix to sell me another tracker. I am asking Matrix to explain why I was paying for a service that I was never told had stopped working.

I want Matrix to provide me with:

• The date my tracker became unserviceable. • The reason it became unserviceable/outdated. • Confirmation of whether Matrix knew about the failure. • Proof of any notification allegedly sent to me. • An explanation as to why I continued to be billed without being informed. • A proper response from a senior manager to my complaint.

I have been paying Matrix since 2017. I believe I deserve better than being ignored, repeatedly promised a call that never comes, and then being told to cancel if I am unhappy.

Matrix, I am still waiting for answers.

I hope this HelloPeter complaint finally results in someone taking responsibility and providing a proper response.