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MK
Michelle K

1 reviews | Active since Aug 2014

09 Apr 2024, 08:36

Poor communication & service

My insurance requested us to install a Matrix Beame as an extra precaution for our Ford Ranger. My husband lost his job so due to that, we lost our bakkie. I informed Matrix that we no longer have the car and that they must please cancel the account. All of a sudden I get informed that I have to pay a fee to cancel. On the agreement that I received, unless I am not seeing something on the 2 pages, it only states that its a monthly contract but not that I have to pay a cancellation fee. So I wanted to know if I can pay off the cancellation fee monthly, I am still waiting for a reply. I recently asked them if I could maybe transfer the account to a different car, what the installation fee is etc. I was thinking that maybe I can keep the contract and pay off the installation fee for the car. I am still waiting for that reply as well. I made it very clear that I am not going to pay for something that I don't have. The send me messages about a small fee, maybe they should start replying to e-mails.

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Replies (5)
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply09 Apr 2024, 15:27
Official
Good Day Michelle Kock,

Thank you for notifying us of this issue.

We confirm that Client Service Consultant has been in contact with you and assisted with the inquiry submitted.

Kindly note the we escalated the matter to our Sales Department to confirm the booking arrangements ,please anticipate a call back shortly.

Regards,
Customer Care Department
*** 

MK
Michelle K's update10 Apr 2024, 12:16
Reviewer Update
Please note that Matrix did phone me. After explaining that I sit at the reception area and communicating via e-mail is just easier for me, I got transferred to the sales department. After being placed on hold, the call got ended after a while.
Matrix Vehicle Tracking
Matrix Vehicle Tracking's reply11 Apr 2024, 10:50
Official
Good Day Michelle Kock, 

We confirm that our Sales Representative has been in contact with you and assisted with booking arrangements. 

We sincerely apologies for the inconvenience caused.
 
Kind Regards, 
Customer Care Department
*** 
MK
Michelle K's update15 Apr 2024, 14:37
Reviewer Update
Yes thank you, they have been in contact and the unit installed in my car. Thank you. Please get your accounts department to update their info. I will be making my payments via eft.
MK
Michelle K's update16 Apr 2024, 14:21
Reviewer Update
I refer to my first complaint, I have received messages saying that there is an amount outstanding on my first agreement regarding the bakkie and that this will reflect on my credit profile. I had to stop the debit order as I was waiting for Matrix to respond to my requests to pay off the cancellation fee or if I can transfer the contract to my car. The new unit was installed, sales dept was fantastic, especially the agent who helped me. However, I did request that the debit order be cancelled as it was stopped. I want to pay via EFT every month as I am currently doing with the majority of my accounts. I also want to know what is going to happen to the "outstanding" amount for the Ranger.