Service Failure / Billing Issues

Absolutely terrible service from Matrix.

I was charged for a panic button for three years that I was never given. After raising the issue in November, I was promised a credit to my account. It is now March and I’m still waiting.

In February, they finally issued a panic button , and it doesn’t even work. I was told it would be replaced, and I’m still waiting for that too.

I have made countless calls, sent emails and every time I’m told we will get back to you or it will be credited this month , it never happens. Everytime it’s “accounts has to approve”. Does it take 5 months ti approve?? Nothing gets resolved and the customer is left chasing them for months.

For a company that claims to provide security and emergency response, this level of incompetence is shocking. Charging customers for safety equipment they never provide, and then issuing faulty devices, is unacceptable. They keep debiting my account when I’m supposed to be credited. I’m going to stop the mandate, and I will show up to their offices if my credit is not done by this month.

Think twice before signing a contract with Matrix. They are very quick to sign you up, but when you need help, the customer service is non-existent. I will write reviews every month until my credit is received so I can keep reminding & updating people to not take a contract with you guys.