The most appalling service ever!!

Despite previous confirmations that my cancellation and refund had been processed on my previous vehicle— and that I would receive my refund within seven days — I called today to follow up and update my banking details, only to be informed that there was an error with my refund. To make matters worse, my account is still showing a debit order for both vehicles old and new) again this month.

This situation is completely unacceptable. I have gone through the worst frustration dealing with your retentions team — from calls being dropped on my ear to the defensive and dismissive attitude I continually encounter. I have spoken to so many people at Matrix over the past few weeks that I am certain most of your staff probably know my name by now, which is a clear indication of how long and unnecessarily drawn out this process has become.

The lack of ownership, accountability, and professionalism shown throughout this process is appalling and entirely unworthy of a company of Matrix’s reputation. I am beyond tired of having to call repeatedly and deal with this level of incompetence.

I expect this matter to be resolved immediately — the refund must be processed without further delay, and I require written confirmation that my debit order has been adjusted as per the agreement I got into with you guys.

If this issue is not resolved promptly, I will have no choice but to pursue further action — including lodging a formal complaint with the Consumer Protection Ombudsman and sharing my experience publicly to highlight the unacceptable treatment I’ve received.

I have been trying to speak to the manager Dalsie but at this point I do not know if she even exists. Each time I call she is in a meeting, and I have had to go through so much just to get her email address. I am still waiting for a call from her!!