matrix cancellation

Good afternoon

Can you kindly assist to dispute my ongoing contract and the continued debit orders being taken from my bank account.

I joined Matrix in January 2025. At no point when I joined was I clearly informed that I was entering into a fixed-term contract, nor was I informed of a cancellation fee or the terms relating to such a fee.

During my time with Matrix, I have activated the panic button on numerous occasions. On countless occasions, I received no call or response from Matrix after activating the panic button. This has seriously undermined my confidence in the service and has left me feeling that I cannot rely on Matrix when I actually need assistance.

Because of these repeated failures, I decided that I no longer wanted to use the service and attempted to cancel. I was then informed that I would have to pay a cancellation fee. This was information that was never properly brought to my attention when I joined.

I subsequently instructed my bank to stop the debit order, yet Matrix continues to debit my account.

I am therefore formally requesting the following:

A complete copy of the contract/agreement that I allegedly entered into in January 2025, including all terms and conditions applicable at the time I joined. Proof that I was specifically informed of and accepted the alleged fixed-term period and cancellation fee. A complete record of every panic-button activation associated with my account, including the date and time of each activation and Matrix's response or attempted response. A full explanation for the occasions on which I activated the panic button but received no response or call. Immediate confirmation of the cancellation of my service and debit order. Confirmation that no further debit orders will be processed against my bank account. A full statement of my account showing all amounts that have been debited since I joined Matrix. If Matrix maintains that I owe a cancellation fee, please provide the contractual clause re**** upon and a detailed calculation explaining how the amount was determined. I dispute the cancellation fee because I was not made aware of such a fee or the alleged fixed-term commitment when I joined.

I also dispute any continued debit orders after my cancellation request and instruction to stop the debit order.

Please treat this as a formal complaint and provide a written response.

If this matter is not resolved, I reserve my right to escalate the complaint to the appropriate consumer and/or industry authorities and to pursue the matter with my bank regarding the continued debit orders.

I expect written confirmation that the debit order has been stopped and that my account has been cancelled.

Kind regards,

Sinabo Biyana

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