Location/place: Kolkata
Name of company/service: Matrix Cellular
14.11.2012.
Dear Sir,
I had signed a Customer agreement (sr no M 2041731,Challan no 26Y6501) form with Matrix Cellular (International) Services Limited on 21.3.2012 for providing SIM card for my son Shirsho Biswas,who is studying in IIM,Calcutta to use during his summer internship in Hongkong from 25.3.2012 to 10.4.2012.My credit card details were given for the charges to be debited.
On May 2012,they sent the following mail for payment although they were supposed to charge it to my Credit Card as agreed initially.
“
Nexus MatrixCollxn [email protected]
May 11
to shirshobiswas, me
Dear Sir,
Greetings for the day
This is in regards to the Outstanding Amount of 1,019.24 Dr
connection by Name: Siddhartha Biswas
Please find attached pending invoices. Request you to please settle
the balance soon. Payment Options:
1) You can make cheque in favor of “Matrix Cellular (International)
Services Pvt. Ltd.”.
Address for Dispatch:
Mr. Amit KhareMatrix Cellular (International) Services Pvt. Ltd.
7 Khullar Farms, Mandi Road,
Mehrauli, New Delhi – 110 030
2) You can make payment using net banking through Third Party Transfer.
Beneficiary Name Matrix Cellular (International) Services Pvt.
Ltd.
Credit Account No. 909020039778750
Center New Delhi
Bank Axis Bank
Branch Malviya nagar
Current Account
IFSC Code UTIB0000206
Thanks & Regards,
Neetu
Matrix Cellular Services Pvt. Ltd.
7 Khullar Farms,
Mandi Road, Mehrauli, New Delhi – 110030
Tel: 01132314693”
On the same day my son emailed to them to supply the break up of charges as they have already debited Rs 634.00 to my HDFC Credit card and I reminded them of the same on 14.5.2011 since I did not get any response from them.In the meantime there were incessant phone calls from their over enthusiastic Call Centre personnel to make the payment.They were not appreciating my reminder that they were to debit charges to my credit card. However,they sent the details of charges.
We were surprised to see the late payment charges as they were supposed to directly debit to my credit card.So on our request they reversed the late payment charges.I paid the Rs 819.34 through direct transfer on 17.6.2012 to the Account specified by Matrix Kolkata.
170612
Third Party Funds Transfer – Final Status
From Account No.: 16261000004358 , MOTINAGAR
To Account Transfer Description CCY Transfer Amount Reference No. Transaction Status
00030330018003 Ac code 531831 INR 819.24 4003A1 Processing Successful.
At the same time they again debited the same amount to my HDFC credit Card which was paid by me thinking that they will reverse the amount once they verify the double payment.
On 4th July we informed them of the double payment by email.On July 6th.,they informed that they have not received the direct payment(email copy attached).We sent them the money transfer details
Bank- HDFC
Branch- Kasturba Gandhi Marg
Address- G-3-4, Suryakiran Building,
19 Kasturba Gandhi Marg,
New Delhi 110001
Bank Code- 110240001
Branch Code- 0003
A/C No. – 00030330018003
Name- Matrix Cellular International Services Services Pvt. Ltd.
Address- 7 Khullar Farms, Mandi Road
Mehrauli, New Delhi 110030
Mail ID- [email protected]
Contact Person’s Number: 09540191186
Swift Code- HDFCINBBDEL
IFSC Code- HDFC0000003
Amount- Rs 819.24
On 14.7.2012 they admitted they have received the double payment and on their query we informed that they may credit the amount to my HDFC Credit card.
On 14 July 2012 10:43, Support wrote:
Dear Mr. Biswas,
Continuingto the below email.
We sincerely apologize for inconvenience caused to you due to delay in reply and resolving the issue.
We would like to apprise you that as we have checked with our accounts team, we have received the payment made by you, amount INR 819.24 and the same has been updated in our records, also we have waived off the late payment fee charges.
Would request you to please confirm us shall we refund the same via cheque (it will take 7-8 working days) or reverse into your credit card (it will take 8-10 working days).
Please find attached the account ledger herewith for your reference.
On August 7th. They were informed the amount was not credited to my HDFC Credit Card account.They replied
support [email protected]
Aug 8
to SHIRSHO, Shirsho, me
Images are not displayed. Display images below – Always display images from [email protected]
Dear Mr. Biswas,
Greetings from Matrix.
This is in reference to the below mail.
We wish to apprise you that your complain has been forwarded to our concerned department and we will update you as get any response from their end.
Kindly let us know if you require further assistance.
We appreciate your business; we look forward to your continued support and relationship with Matrix. Please contact us on (Toll Free 1800-11-1500) / or 053-222-322-22. You can also write to us at [email protected] for a prompt response.
If you are not satisfied with response please contact Supervisor – Customer care at [email protected] +91-9918300127 or Deputy Manager – Customer care at [email protected] +91-9919800849
Thanks & Regards,
Ankit Pandey
On Sept 10th.,when reminded they wrote back
Support [email protected]
Sep 10
to me, SHIRSHO, Shirsho, support
Images are not displayed. Display images below – Always display images from [email protected]
Dear Mr. Biswas,
This is in reference to your below mentioned mail.
Please accept our sincere apology for the inconvenience caused.
We would like to apprise you that we have forwarded your request to our account team to refund the credit amount and the same will be done in next 5/7 working days.
Kindly let us know if you require further assistance.
We appreciate your business; we look forward to your continued support and relationship with Matrix. Please contact us on (Toll Free 1800-11-1500) / or 053-222-322-22. You can also write to us at [email protected] for a prompt response.
If you are not satisfied with response please contact Supervisor – Customer care at [email protected] +91-9918300127 or Deputy Manager – Customer care at [email protected] +91-9919800849.
Thanks & Regards
Rupali Singh.
Executive – Operations (Customer Care)
Matrix Cellular International Services Pvt. Ltd.
1/1,Neem Sarai, Transport Nagar,
Allahabad(UP)-211011
Tel: 0532 2232222, 1800-11-1500
Again on reminder on 17th. Sept
Siddhartha Biswas [email protected]
Sep 17
to Support, SHIRSHO, Shirsho, support
Dear Ms Rupali Singh,
This is the second time you have admitted your mistake.First time was on July 7,2012 when you wrote you are referring the mater to the cocerned Dept. Now again on Sept 12 you have aologised and shown your intention to refer the matter to your accounts dept.Today is 17th.Sept and no action has been taken.This prompts me to assumethat your company is only giving lip service and does not intend to reverse the amount.This may leave me no other option than to adopt the courses available to haplss customer like approacing Cosumer Forum or News Paper so that this kind of unrectified misake is not perpetuated to other customers.
with best wishes.
In reply they wrote
Support [email protected]
Sep 18
to me, SHIRSHO, Shirsho, support
Images are not displayed. Display images below – Always display images from [email protected]
Dear Mr. Biswas,
This is in reference to the below mentioned email.
Apologies for the delay held in processing the refund against your Matrix account 531831.
We wish to inform you that as per our records, refund request for the balance amount of INR 819.24 against your Matrix account has already been forwarded to our accounts unit. Hence, please be assured that the refund for the said amount would be processed from our end within next 24-48 hrs. and the concerned amount shall be remitted to your respective bank account within next 3-4 business days thereafter.
At the outset, we sincerely apologize for the inconvenience caused and would like to inform you that, this delay happened due to some communication gap between the units and we have shared the corrective feedback with them so as to avoid such hassles and confusions in near future.
We anticipate your cooperation and kind understanding in this regards and do let us know in case further assistance is required.
We appreciate your business; we look forward to your continued support and relationship with Matrix. Please contact us on (Toll Free 1800-11-1500) / or 053-222-322-22. You can also write to us at [email protected] for a prompt response.
If you are not satisfied with response please contact Supervisor – Customer care at [email protected] +91-9918300127 or Deputy Manager – Customer care at [email protected] +91-9919800849.
Thanks & Regards
Amandeep Sokhi
Executive- Operations
Matrix Cellular International Services Pvt. Ltd.
7 Khullar Farms, Mandi Road,
Mehrauli, New Delhi – 110 030
Tel: 011 26800000
On sept 20.HDFC Card was informed and they assured that they will liase with Matrix.The correspondence is quoted below.
HDFC Bank Credit Cards Support [email protected]
Sep 22
to me
Dear Mr. Biswas,
Thank you for writing to us.
This is with reference to your query regarding the transactions of Rs. 752.90 and Rs. 66.34 on 22-June-2012 at M/s MATRIX.
We understand that you are expecting refund from the above said merchant establishment. We observe from our records that, as on date we are not in receipt of the refund due on your card account. We confirm that the credit would be processed by the merchant establishment to the card account within 15 days from the date of credit note from merchant. Further, we confirm that the charges are processed to your card account as and when the same is received from the merchant establishment. We will be able to liaise with the member bank in case the credit is not processed to the card account within 15 days basis necessary documents from the cardholder.
In view of the above, we request you to revert to us in case the credit is not processed to your card account with in said period for us to liaise with merchant establishment for resolution.
Siddhartha Biswas [email protected]
Oct 19
to farhan.waseem, support, vikram, HDFC
Dear Sir,
It appears that the Matrix company only gives false promises and do not have any intention of returning the money they have collected in excess which they have admittedwhen they were charged of fraud.They have not taken any action on the excess amount for a very long time.Unfortunately you have also processed an unauthenticated claim.Is there anything you cn do about it?If you can pl. do.Otherwise I intend to go to the Consumer court,Newspaper and Bank Ombudsman.
Regards.
Click here to Reply, Reply to all,
The above history shows that Matrix has harassed us and not made the payment as promised so many times.You may kindly take up this issue of Consumer Grievance Redressal.I am attaching the PDF Files.
Thanking you,
Sincerely,
Siddhartha Biswas
Present Address:Flat 3B,Biswas Bhavan,3A, Ashu Biswas Road, Bhowanipur,Kolkata 700025.
Earlier address when the contract was signed with Matrix in March 2012:
BD 487 Sector 1,Salt Lake ,Kolkata 700064.
Mobile +918961651190,
033 24750177.
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