HM
Hilda M
1 reviews | Active since Sept 2009
21 Dec 2021, 14:32
Matrix changing debit order dates and ignoring their customer requests.
I have been a customer since 2003. This year they decided to move all debit order dates to the 20th of December regardless if you get paod early or not. I phoned them on the 2nd of December at 10:54 am to say that they are not allowed to change the debit order date as I have never defaulted on any of their debit orders. Refusing too listen they decided they will ignore a direct instruction from a customer that do not authorize a move of debit order date and still moved the date to the 20th. And you are kept on hold for 20 mins and more if you phone them.
Helpful (0)
Replies (9)0
Replies (9)
Matrix Vehicle Tracking's replyOfficial
21 Dec 2021, 16:28Good Day Hilda M
We have escalated your query and will revert back to you.
Regards,
Customer Care Department
***
We have escalated your query and will revert back to you.
Regards,
Customer Care Department
***
Matrix Vehicle Tracking's reply21 Dec 2021, 16:28
Official
Good Day Hilda M
We have escalated your query and will revert back to you.
Regards,
Customer Care Department
***
We have escalated your query and will revert back to you.
Regards,
Customer Care Department
***
HM
Hilda M's updateReviewer Update
24 Dec 2021, 09:25Still waiting for any feedback, still waiting for a return call after I left a voice message 4 days ago. Still waiting for recording that proof that I said not to change the debit order date. Apparently calling customers back is not important.
HM
Hilda M's update24 Dec 2021, 09:25
Reviewer Update
Still waiting for any feedback, still waiting for a return call after I left a voice message 4 days ago. Still waiting for recording that proof that I said not to change the debit order date. Apparently calling customers back is not important.
Matrix Vehicle Tracking's replyOfficial
05 Jan 2022, 14:06Good Day Hilda M
We can confirm that an agent did get in contact with you and is still investigating your query.
We will revert back to you.
Regards,
Customer Care Department
***
We can confirm that an agent did get in contact with you and is still investigating your query.
We will revert back to you.
Regards,
Customer Care Department
***
Matrix Vehicle Tracking's reply05 Jan 2022, 14:06
Official
Good Day Hilda M
We can confirm that an agent did get in contact with you and is still investigating your query.
We will revert back to you.
Regards,
Customer Care Department
***
We can confirm that an agent did get in contact with you and is still investigating your query.
We will revert back to you.
Regards,
Customer Care Department
***
HM
Hilda M's updateReviewer Update
05 Jan 2022, 15:40Yes, Matrix did phone me back. But basically according to them I am lying and I did not contact them to stop the debit order date move. They have all the recordings of all the other calls, but not the one on the 2nd of December. And also no record that someone spoke to me. How convient. But I am the **** according to Matrix.
HM
Hilda M's update05 Jan 2022, 15:40
Reviewer Update
Yes, Matrix did phone me back. But basically according to them I am lying and I did not contact them to stop the debit order date move. They have all the recordings of all the other calls, but not the one on the 2nd of December. And also no record that someone spoke to me. How convient. But I am the **** according to Matrix.
HM
Hilda M's updateReviewer Update
05 Jan 2022, 15:41And how do they not know who was on duty that day????
HM
Hilda M's update05 Jan 2022, 15:41
Reviewer Update
And how do they not know who was on duty that day????
Matrix Vehicle Tracking's replyOfficial
06 Jan 2022, 10:36Good Day Hilda M
We searched for the call and unfortunately we were unable to find the call in question.
We do apologize for any inconvenience caused.
Assuring you of our best intentions at all times.
Regards,
Customer Care Department
***
We searched for the call and unfortunately we were unable to find the call in question.
We do apologize for any inconvenience caused.
Assuring you of our best intentions at all times.
Regards,
Customer Care Department
***
Matrix Vehicle Tracking's reply06 Jan 2022, 10:36
Official
Good Day Hilda M
We searched for the call and unfortunately we were unable to find the call in question.
We do apologize for any inconvenience caused.
Assuring you of our best intentions at all times.
Regards,
Customer Care Department
***
We searched for the call and unfortunately we were unable to find the call in question.
We do apologize for any inconvenience caused.
Assuring you of our best intentions at all times.
Regards,
Customer Care Department
***
HM
Hilda M's updateReviewer Update
06 Jan 2022, 10:50Very convenient and suspicious. The rest of the 81 min phone calls you have except for the one with my instruction not to move. I have 11 months left on my contract and then I will be moving to another service provider after 17 years. Worst treatment and customer service ever. Telling a customer in as many words that they are *****. And we will be moving all three vehicles and will NEVER recommend anyone to get a Matrix system.
HM
Hilda M's update06 Jan 2022, 10:50
Reviewer Update
Very convenient and suspicious. The rest of the 81 min phone calls you have except for the one with my instruction not to move. I have 11 months left on my contract and then I will be moving to another service provider after 17 years. Worst treatment and customer service ever. Telling a customer in as many words that they are *****. And we will be moving all three vehicles and will NEVER recommend anyone to get a Matrix system.
Matrix Vehicle Tracking's replyOfficial
06 Jan 2022, 11:19Good Day Hilda M
We are sorry to hear that you feel that way.
Regards,
Customer Care Department
***
We are sorry to hear that you feel that way.
Regards,
Customer Care Department
***
Matrix Vehicle Tracking's reply06 Jan 2022, 11:19
Official
Good Day Hilda M
We are sorry to hear that you feel that way.
Regards,
Customer Care Department
***
We are sorry to hear that you feel that way.
Regards,
Customer Care Department
***
HM
Hilda M's updateReviewer Update
06 Jan 2022, 11:35Good morning, unfortunately this won't be able to be resolved and I will not be changing my rating on Hellopeter or Google. If your customer services team did their job, this situation would not have been a problem. But companies think they can do whatever they want and we as a consumer don't have a say. And I still don't understand how you are not able to know who was on duty that they and keep them responsible for not doing their job.
HM
Hilda M's update06 Jan 2022, 11:35
Reviewer Update
Good morning, unfortunately this won't be able to be resolved and I will not be changing my rating on Hellopeter or Google. If your customer services team did their job, this situation would not have been a problem. But companies think they can do whatever they want and we as a consumer don't have a say. And I still don't understand how you are not able to know who was on duty that they and keep them responsible for not doing their job.