Poor & badly smelly service

Item: Matrix Vehicle Tracking
Rating: 1
Author: Merriam R

I received a message this morning concerning one of my cars that they received an alarm signal but unfortunately they can't respond because I'm on arrears... Firstly, debit of 215.98 went through on the 30/03/2021 and I added another car during this month, which they only came to install on the 16/04/2021 and I don't understand how should i be on arrears whereas they just installed the other device 10days ago and asked me for a date of debit which i said it should be with the old one and if I had to pay for that 10 days, why didn't they mention it? Their service is very poor!!! What happened to that calling of customer and communicate?

Worse part is that they even blocked me from viewing their app... The question is, why didn't they at least call me to find out or just let me know what's happening? Secondly, I don't pay cash, they debit from my account and the question is, did they even try to debit for the new car may if that is the case of that 10days after installation? Why are they blocking the other car again????

I hate this F****** Matrix because I tried calling their customer care and the phone is just ringing and their receptionist can't assist. What the hell?

Policy no. 941690

Helpful (0)

Replies (2)

Matrix Vehicle Tracking's replyOfficial

26 Apr 2021, 14:25

Good Day Merriam

We can confirm that an agent did get in contact with you and arrangements have been made for the payment to go off on the 28th of April.

Assuring you of our best intentions at all times.

Regards,
Kaya Payi
Customer Care Department
***

Matrix Vehicle Tracking's reply26 Apr 2021, 14:25

Official

Merriam R's updateReviewer Update

26 Apr 2021, 14:50

941690 - I'm the one who called & asked for your accounts department and spoke to Vezile Shaba... Hayimaan! I must say she needs to go and learn how to talk to customers... You can't tell a customer that it's their responsibility to see that debits went though like as if we work for Matrix... I would understand if there was no money when you do that... Again, she agreed that you guys made a mistake by changing the date to the 1st of April after installing the device on the 16 April... Which is a mistake... and your mistake, not to block my cars services without notice... The big question is, what if something serious happened to my car because you couldn't attend to the alarm? Then what is the use of having a car tracker with you if you don't even know how to communicate? I am so disappointed and angry with myself for adding another car.

I gave my bank account details as head-go to debit as per agreement and if you did not do that, that wasn't my problem because is not that you tried and there wasn't any money...

Now after giving me that bad attitude she calls me to tell me that everything is okay and that the app will be working within an hour... without even a simple "sorry, I was wrong"...

Word of advice " Work place is not anybody's home" Respect comes first and starts within yourself!

Merriam R's update26 Apr 2021, 14:50

Reviewer Update