URGENT ESCALATION: Overbilling for 3rd Unit Since Sept 2025 + Further Charge Threatened for April 2026

Good day Matrix Team,

I am writing to formally document and escalate a billing issue that has been ongoing since September 2025, which remains unresolved despite my email dated 26 March 2026.

During a call with your customer care team on 26 March 2026, I was informed that Matrix has been billing me for three tracking units, despite the fact that I only have two units. The third unit is not functional and was never cancelled by Matrix.

This means I have been incorrectly charged for an additional unit for 8 months without my knowledge or consent.

It is completely unacceptable that during my call with Matrix today, 24 April 2026, I was informed that I may still be billed for this incorrect 3rd unit this month. This is after the error was already identified and reported a month ago. Continuing to debit my account for a service I do not receive, after formal notification, is unacceptable.

I urgently require written confirmation of the following by close of business 25 April 2026:

1. Immediate cancellation of the incorrect third unit, with the exact date it has been removed from my profile and billing. 2. A full credit calculation for all overbilling from September 2025 to date, with exact amounts and months affected. 3. Confirmation of the total credit that will be app**** to my account and the date it will reflect. 4. Written guarantee that my April 2026 debit will NOT include the 3rd unit, and that any incorrect amount will be reversed immediately if already processed. 5. Written assurance that no further incorrect debits for this 3rd unit will be processed going forward.

Given the duration and financial impact of this error, I require a prompt written response and a full correction of my account. If I do not receive full written resolution by 25 April 2026, I will be forced to escalate this matter to the National Consumer Commission and dispute all incorrect debits with my bank.

This error sits with Matrix. I expect prompt correction and a credit note.