Mix Telematics Africa (Matrix Vehicle Tracking)
Terrible customer service

As a loyal customer for over five and a half years I attempted to cancel my subscription. I phoned in to the call center with my request and was told to send a cancellation in writing to a specified email address. Instead of sending my mail to 'cancellations@..', I sent it to 'cancellation@...'. I only found out now that I have been paying for all these months, as the cancellation was never processed.

Of course I could have been responsible for the error, but it is equally likely that I never got the information correctly due to a bad telephone line. I find it even more frustrating that I had to write the mail in the first place as I had clearly already phoned indicating I would like the contract cancelled.

I spoke to several call center consultants, and did not receive much sympathy. I feel the least that could have been done is to give me, the loyal customer, the benefit of the doubt. I would have appreciated some of my money back that I had paid while these subscriptions were being debited. I feel that little was done to promote good customer service, and I would never recommend this provider to anybody due to this incident. Is the customer always wrong in SA?

Company: Mix Telematics Africa (Matrix Vehicle Tracking)
Country: South Africa
City: Head office

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