Unauthorised Auto-Renewal and Poor Customer Service

I am extremely disappointed with how Matrix Beamie has handled my account.

I had a contract with them from June 2022 to May 2025. On 22 May 2025, I received an SMS asking whether I would like to continue with the service. It clearly stated that if I wanted to proceed, I should respond “yes.” Alternatively, I would be contacted by an agent.

I did not respond, and I did not receive any follow-up call from their team. Naturally, I assumed the service would be cancelled as no confirmation was given from my side.

To my shock, on 2 June 2025, I received an email with a statement showing that I am being billed again — despite no consent or renewal confirmation from me.

I called the Matrix helpline immediately. The accounts consultant confirmed that a debit was indeed scheduled for this month but was unsure why, as their system showed no SMS response and no contact from the retentions team. I was then transferred to retentions, where I had to explain the issue all over again.

The agent in retentions told me that the contract had been auto-renewed on their system. This left me completely puzzled — how can a contract be extended without the client’s explicit approval?

After placing me on hold, she informed me that if I want to cancel, I need to send a cancellation request via email, and a 30-day notice period applies. She also stated that “there is nothing they can do” at this point.

This is unacceptable. How is it that Matrix can unilaterally auto-renew my contract without my consent, but when it comes to fixing this error, I’m expected to follow a long cancellation process and give 30 days’ notice?

This feels like a deliberate tactic to exploit customers, and I am extremely disappointed by the poor communication and complete lack of accountability. This is not how a reputable business should operate.