Returned Phone, Received Refund, Now Company Asking for Passwords to Reset Phone and Threatening to Contact My Bank

Lsquash on 21/10/2020 - 15:28

I brought a Xiaomi Redmi Note 9 Pro, had it for a few days and found the wifi didnt work properly so returned it, and received a refund.

Now a couple of weeks later, the company i returned it to is demanding i provide passwords so they can return it to manufacturer "as manufacturer setting", and if i dont provide it by midday friday they will "request charge $386.00 direct to your bank account due to return a faulty item to us".

They have provided a picture of the phone, you can see the screen and it says "Unlock after factory reset - your device has been factory reset, you can unlock it using your previous password".

Surely the manufacturer can reset a phone regardless of the state it is returned in (working condition obviously). Also, can they actually direct banks to pay them? tried calling the bank but couldnt get though after 25 mins on hold lol. all seems a bit suss be interested to hear others thoughts.

Mobile Mobile Phone Xiaomi Android

closed Comments

  • AustriaBargain on 21/10/2020 - 17:22

    Couldn't they just send the phone further back up the food chain, send it back to Xiaomi.

  • websterp on 21/10/2020 - 18:03

    It is your responsibility to return the phone in the same state as you received it, that is as a factory reset device which is another way of saying , no device locks, user content or apps, etc. Since you say you are trying to be safe online, that is the first thing you should have done before sending the phone so your personnel info and content would not fall into the hands of someone else, may it be the retailer or manufacturer in this case. The retailer obviously have done the right thing by offering you a full refund and I think it is time you do your part.

    They are not the manufacturer so you cannot expect some retail outlet to know manufacturer specific methods of unlocking a phone. Clearly someone has performed a factory reset so you don't have to worry about them accessing your personnel content on the phone, just ring them and tell them the password over the phone if it is asking for a device PW or your google account PW and if it is the latter change it as soon as the phone is unlocked. Also in google you can see the list of devices connected to your account. Just remove the phone off that list so it wont be able to connect again.

    • squash on 21/10/2020 - 18:22
      +6

      i thought i had returned it in a satisfactory condition, considering they received it checked it and then said yeah here is your refund, only to ask me for passwords several weeks later. so you can kind of see why i was suspicious and/or confused about the whole process.

  • Cheeper on 21/10/2020 - 18:35
    -1

    Common practice with any digital device you have been using and return for a refund is to do a factory reset.
    You did not.
    The retail outlet needs the password you used.
    You cannot remember it…. so the retailer cannot reset the phone to factory standard.
    You now either get the phone back and pay back the refunded amount or they get their money back.
    Simple.

    • squash on 21/10/2020 - 18:38
      +4

      you can see why i thought i did tho right? cos they accepted the return and refunded me?

      • Cheeper on 21/10/2020 - 18:44

        A bit silly for them to do it without checking first.
        The phone was returned virtually locked so they cannot remove your personal data and properly test the phone.
        If you cant find the password you used then you own a phone…
        Are you 100% sure the wifi was defective? I find that hard to believe with an Xiaomi?

        • squash on 21/10/2020 - 18:48
          +1

          lol yeah look up redmi note 9 pro wifi bug i wasnt the only one affected they told me to send it back

          • Cheeper on 21/10/2020 - 18:50
            +2

            @squash: Most reported bugs with the RN9's are with the ones assembled in India… also the dust in the camera lens fault.
            The password they want is the one you used to lock the phone with, not your email, bank, etc one.

  • SF3 on 21/10/2020 - 18:44

    Are they a physical shop or your returned/refunded via mail (not close by)? If shop, why can't you goto the shop, punch in your password to it unlock it and they can to the reset phone, then you leave?

    • Cheeper on 21/10/2020 - 18:45
      +1

      He cant remember the password.

      • SF3 on 21/10/2020 - 18:46

        🤦‍♂️

      • SF3 on 21/10/2020 - 18:48

        A real life Mr Bean?

        • squash on 21/10/2020 - 18:49
          +1

          it was nearly 2 months ago i returned it, they refunded me and i moved on. why would i remember the password for every phone i have ever owned?

          • Cheeper on 21/10/2020 - 18:52

            @squash: Do you have a rough idea of what it was?

          • R-Man on 23/10/2020 - 10:29

            @squash: It's your Google account password, not some unique password you made for the phone

  • Bargain80 on 21/10/2020 - 18:54
    +1

    here's an idea, how about asking the company to send the phone back to you so you can unlink your google account from the phone before you send it back again.
    You might have to pay the shipping cost back and forth but it's better than giving them your password.

    • CocaKoala on 23/10/2020 - 10:24

      You might have to pay the shipping cost back and forth but it's better than giving them your password.

      Or have PayPal refund the return shipping fees if the item was paid for with PayPal and the relevant PayPal feature was activated.

  • ProlapsedHeinous on 21/10/2020 - 19:48
    +4

    Sometimes people accidentally lose their credit cards. Then the bank has to issue you a new one. Losing your card would really suck, but then at least you wouldn't have any dodgy people running up your bill. unless……… are you the baddie?

  • robbyjones on 21/10/2020 - 19:49
    +3

    Given they weren't explicit it telling you exactly what they needed you to do before returning the phone, tell them that at no cost to them you would be willing to spend time unlocking and resetting the phone if they send it to you and include a reply paid envelope to send it back.
    I seriously doubt they can access anything at your bank and if they can I would be taking your bank to task.

  • ausdday on 21/10/2020 - 20:03
    +4

    Let them contact your bank then. You have spent 25mins on the phone and gets nothing from your bank. Let's see how much patience they have.

    I doubt that the bank will credit your account based on the "proof" some random xiaomi seller gave. I would switch bank if they actually approve that.

    • CocaKoala on 23/10/2020 - 10:26

      I doubt that the bank will credit your account based on the "proof" some random xiaomi seller gave.

      Surely you meant to type debit?!

  • Munki on 21/10/2020 - 20:21
    +2

    I bet squash's password is: lemonparty69

    • squash on 21/10/2020 - 20:29
      +4

      cos u assume everyone has the same interests as yourself?

      • Munki on 21/10/2020 - 22:06
        +2

        Cause lemon squash bro. Don't know what you're talking about.

        • CocaKoala on 23/10/2020 - 10:27

          Love 69. Lemons, I mean.

  • mubd1234 on 21/10/2020 - 21:33
    -1

    Surely the manufacturer can reset a phone regardless of the state it is returned in (working condition obviously). Also, can they actually direct banks to pay them? tried calling the bank but couldnt get though after 25 mins on hold lol. all seems a bit suss be interested to hear others thoughts.

    The manufacturer CANNOT reset the phone. It's a security feature so thieves are put off from stealing mobile phones only to unlock them again. Apple can't unlock phones with security locks, and they have a policy of not doing it - even for the FBI. Xiaomi would be the same.

    IMO both parties are at fault. OP should have factory reset the phone properly, and the retailer should have checked the phone was factory reset properly prior to them refunding the money.

    OP indicates that they can't remember the password, which demonstrates that it must not be a password they use on multiple accounts. In that case, OP should just provide possible combinations for the password (remembering that some phone security systems permanently disable the device if you try too many times).

    If OP doesn't remember the password and they do manage to charge the bank account again, file a dispute with the bank because the seller shouldn't be able to keep the phone if they're charging OP the full sale amount. I'd be absolutely furious if they tried to keep the cash AND the phone.

    • squash on 21/10/2020 - 21:40
      +2

      this isnt the FBI asking them to unlock a phone, it is the company itself unlocking its own phone. and its not even unlocking it is just wiping a phone to a blank slate to re-image or whatever. is it really impossible?

      • Quantumcat on 21/10/2020 - 22:40
        +1

        Someone posted a link saying it was possible. And also that you can wipe it remotely. Is the info in that link false?

        • reactor-au on 22/10/2020 - 08:02
          +1

          Most android phones from the last 3 years have these security features as part of the android OS. It's a Google thing not a Xiaomi thing.

        • gromit on 22/10/2020 - 15:14
          +2

          The information in that link is incomplete rather than false. You can do it, assuming Factory Reset Protection is not enabled, from the description that is exactly what is enabled.

      • Bargain80 on 22/10/2020 - 09:46

        It's not impossible. It can be done with some hacking method. It's not something that a phone company would do it.

    • ltjet on 22/10/2020 - 08:10
      -4

      Android's can be reset without the password and used without a problem as there's no real "hard lockout" like an iPhone.

      • redslert on 22/10/2020 - 14:46
        +3

        Your knowledge is incorrect.
        Android has the very same thing.

    • smartazz104 on 22/10/2020 - 12:10

      Yeah right, a Chinese manufacturer cannot unlock an Android phone. I'm surprised the phone is locked in the first place.

    • Benjamin Dobell on 23/10/2020 - 15:52

      The manufacturer CANNOT reset the phone. It's a security feature so thieves are put off from stealing mobile phones only to unlock them again. Apple can't unlock phones with security locks, and they have a policy of not doing it - even for the FBI. Xiaomi would be the same.

      This is highly inaccurate. Apple cannot access the secure enclave. They never claim anywhere they can't wipe it as a part of a full factory reset. The FBI clearly don't want the device wiped.

      Even if they can't wipe a secure enclave. That's irrelevant. To refurbish the phone, they can just replace the component.

  • unfinishedsentenc on 21/10/2020 - 22:55

    Just give them the password. If you indeed had a password and you've received a refund there's no harm in giving it to them. They're nice enough to give you your money back already, the least you can do is give it back to them in usable condition. If you're worried about phishing just change your other passwords, chances that your password is going to be used for the wrong reasons are minimal though.

    • Melb69 on 22/10/2020 - 03:41
      +1

      Or just call them and give pw over phone

  • kiitos on 22/10/2020 - 07:28

    Is it the phones passcode they're asking for? Or a password?

  • reactor-au on 22/10/2020 - 07:58
    +2

    To reset an android phone these days, you need the last password. To flash new firmware, you need to enter the Google details last used. It's Google doing what apple does with iPhone. It's a security feature.

  • ltjet on 22/10/2020 - 08:06

    Never give your password to anyone……. Anyone that needs a password to reset an android phone should learn how to use google… (https://lmgtfy.app/?q=how+to+reset+android+device+without+a+…)

    The password is not required to factory reset an android you can do it via the boot menu.
    https://support.google.com/android/answer/7663172?hl=en

    http://xiaomitips.com/factory-reset-xiaomi-phone-without-ent…
    Steps to Factory resetting your Mi or Redmi phone without Mi password in Recovery Mode:

    Hold down the power button until the device turns off.
    After the device is off, hold down the power button and the volume up button at the same time. The Mi logo will show on the screen.
    Use the volume button to navigate the options menu and select “English” by pressing the power button.
    Select the option to wipe and reset and then choose wipe all data.
    It will ask you to confirm with yes or no. Select Yes.
    After the data is wiped, you need to return to the main menu. You will need to reboot your phone from there.
    After you reboot your phone, you can download the data that you have saved to either the Mi Cloud or to your personal computer. These few steps can save you from a lot of worry and hassle over a forgotten password.

    Android has a built in function from the lower level of the OS so a factory reset using Android's built in hard reset wipes the device without needing a password.

  • OzHunterNSW on 22/10/2020 - 09:43

    This is a complete "bluff"…
    Do they have your bank details?
    Did you lock the phone?
    Correspond always in writing.

  • earth worm jim on 22/10/2020 - 12:16

    Amm dude just give them the device password. You returned the device and got money back, that doesn't mean the retailer should throw it in trash. You should have taken the password off and factory reset it before returning. Retailer should have ensured you did it before returning.

  • DealhunterMelbourne on 22/10/2020 - 12:17

    Clearly what they want to do is to be able to resell the phone to someone else; they obviously don't think there's a fault.

    Tell them you won't disclose the password to them, however they can charge you again for it, ship it to you, you will unlock it and then ship it back to them.

  • codename47 on 22/10/2020 - 12:52

    On the side note,I noticed that Redmi note phones (I have note 8) wouldn't connect to Telstra Smart home modem.I have Tenda Nova MW3 mesh which works perfectly fine with Redmi note 8 and I would imagine the same would be the case with Note 9.

    • squash on 22/10/2020 - 12:56

      yeah that mightve been it i have that modem.

      • manbearpig on 22/10/2020 - 17:07

        So it wasn't a problem with the phone then. It was a problem with your modem.

        • squash on 22/10/2020 - 17:45

          perhaps

        • deme on 22/10/2020 - 22:08
          +1

          Sounds like a problem with the phone…

  • isthisreallife22 on 22/10/2020 - 13:07
    +2

    Ignore people on here. Go to whirlpool or something this place is full of trolls

    • isthisreallife22 on 22/10/2020 - 13:16

      And to be clear, you should never ever have to disclose your password to anyone and no one should expect you to. If someone extorts you to get access to your password, I can only categorise that as illegal.

      Worst case, make an arrangement whereby you have the device returned to you and then return back to them

      • capslock janitor on 23/10/2020 - 00:50

        ctrl f password, sounds like he doesn't even remember the password, the password he just set to go past the lockscreen..

  • HeyHeyHeyIsItADeal on 22/10/2020 - 13:07
    +6

    This is why retail workers want to kill themselves…

    • squash on 22/10/2020 - 14:04
      -2

      what is?

  • sfk10 on 22/10/2020 - 13:19

    Cant u just ask for the phone back. Wipe it and resend it back.
    Sounds like u made an error yourself by not following their returns instructions.

    • Lexan on 22/10/2020 - 13:32
      +1

      This is the problem. He has already got the money back. Phone might be lost in between the transit. Buyer will not responsible for it. Seller/manufacturer will not see the phone again.

  • [Deactivated] on 22/10/2020 - 14:28
    -3

    They are lying. While you are responsible for resetting the phone, if they don't have the password the phone memory will be factory reset if they don't have the password through safe mode. Furthermore I used to work at Officeworks and if a phone is faulty we send it back to the manufacturer for inspcetion, without resetting it. Most likely they are trying to scare you to get both a new phone from the manufacturer and your money back.

    • redslert on 22/10/2020 - 14:42

      Phone security has changed a lot since you probably last worked at Officeworks.

  • redslert on 22/10/2020 - 14:41

    Just give them the passcode, they already refunded your money and presumably didn't cause you any issue when requesting the refund.
    They just want to make the phone back to how it was originally before you purchased it. It's also just 1 specific passcode and they are not asking for anything more.

    • squash on 22/10/2020 - 14:48

      they asked for passwords (plural) how tf am i supposed to know that means just 1 specific passcode and nothing more? its literally not what was asked.

      • redslert on 22/10/2020 - 14:56

        They provided you with a photo.
        It is obviously genuine request.
        Just give them the passcode for what is asked in the photo.

  • Scumbag on 22/10/2020 - 14:53

    It sounds like (from the comments and not actually looking it up) that the password has to be the password when you used the phone.
    As in, it will it be compared against your current Google account password.

    So if you haven't already done so, then change your current Google password, then there should be no risk in giving out the old password.
    (If you're using the same password for all your accounts then you've already got issues.)

    Furthermore it may only be asking for the password, and they may not actually need to know your Google email address - particularly if you created an account when you got the phone.

  • RecklessMonkeys on 22/10/2020 - 14:53
    +1

    Since there's a lot of confusion about this I'll post a reference to a trusted source - Samsung

    [https://www.samsung.com/nz/support/mobile-devices/how-to-disable-google-factory-reset-protection/]

    Factory Reset Protection (FRP), is a security feature on Android devices with Android OS Version 5.1 (Lollipop) and higher. The FRP provides a built-in security feature you are able to use that protects your device and information, including screen locks and data encryptions. The FRP is enabled automatically when a Google account has been registered on the device and will be disabled if the Google account is removed from the device prior to the Factory Data Reset. You cannot bypass this unless you remove the Google account. Once the FRP has been activated, it will prevent use of your device after a Factory Data Reset in an untrusted environment. This means if your device has been Factory Reset in any other way than Settings > General Management > Reset > Factory Data Reset, the FRP Lock will be enabled.

    If you have already reset your device, but don't remember your Google username and/or password, the device cannot be used. If this is the case, please action the following:

    If you know your Google account username but cannot remember the password, you can reset your password on the device, or at www.google.com. It can take 24-72 hours for a new password to sync with all registered devices. Try logging in to your device with the new password after the suggested timeframe.

    OP, as others have said , you need your Google account password. Do you have it?

  • Pootie Tang on 22/10/2020 - 15:01

    Remote wipe it

    • Whatisthatvelvet on 22/10/2020 - 15:30

      That's what I was thinking. I know OP has forgotten his PW but what about email. Surely he can reset that PW via the recovery email then proceed with this?

      • Pootie Tang on 22/10/2020 - 15:53

        Pffffttt….. Google make it easy as to do this. You need to know your Google login and it's done. I haven't read anything above me so if it's been covered no idea why it wouldn't work. You can just type find my phone into the search bar and the options will come up.

        • squash on 22/10/2020 - 16:00

          phone comes up but cannot connect. i guess cos it is not on wifi or network

          • Pootie Tang on 22/10/2020 - 18:15

            @squash: All them to connect it to wifi and you will remote wipe

            • Noctusxv8 on 22/10/2020 - 20:56

              @Pootie Tang: You can't connect it to a wifi network without the password as the phone is locked…

  • universe on 22/10/2020 - 17:10

    Was in their return policy to reset and completely log out. But it is their fault for refunding you in the first place

  • pharkurnell on 22/10/2020 - 18:11

    go to the shop put password in until you get the right one… and go home

  • T1OOO on 22/10/2020 - 18:11

    Can’t believe it but after everything bad happening this year I think I’ve found my tool of 2020.

    • squash on 22/10/2020 - 18:19
      +2

      yeah what a tool for returning a phone and receiving a refund and then moving on only to be hit up for passwords weeks later

  • bazingaa on 22/10/2020 - 18:44

    If you had a Mi account, I think you need to remove that too. Even for bootloader unlocking on my Redmi Note 4, I had use that MI account which had registered for the IMEI

  • Neptunesblood on 22/10/2020 - 19:35

    iPhones can be unlocked without password. You just need the authorisation from Apple and I would expect others maybe the same.

    • whatgift on 22/10/2020 - 20:17

      With Apple you need proof or purchase to do that. Also, with Apple devices you can log into icloud and remove the phone from your account to remove the lock on it I believe.

  • AS2035 on 22/10/2020 - 20:23
    +1

    You should have changed the password prior to returning it or unlocked it

    • squash on 22/10/2020 - 20:25
      +4

      omg thank you

  • duluxe2000 on 22/10/2020 - 21:53

    Tell them to send the phone back to you. You remove the password then return back to them.All postage you pay because it's your fault in the first place.

    • squash on 22/10/2020 - 21:59

      yeah you are right it is my fault they sold me a faulty phone then refunded me before checking if it was returned in whatever acceptable condition that is no longer acceptable weeks later

  • deme on 22/10/2020 - 22:06
    +1

    Surprised no one asked this:
    Did you return it as a change of mind or because it was faulty?

    • squash on 22/10/2020 - 22:14
      -1

      no ones asked it probably because it is answered in the first sentence of the post

      • deme on 22/10/2020 - 22:16
        +1

        Says wifi issues but not if return was change of mind or an issue with the phone.

        Why would the phone need to be unlocked if it's a faulty phone?

        • squash on 22/10/2020 - 22:19
          -1

          i have no idea why it would need to be unlocked if it's a faulty phone

  • dufflover on 22/10/2020 - 23:54
    -1

    Ok I'm old. Did not know about any of this FRP crap. But luckily I don't change phones that often anymore and only usually cos they break in some way so I wouldn't bother selling them anyway.
    But there you go, TIL about it …

  • johnno07 on 22/10/2020 - 23:54
    +1

    Seems like a case where all parties involved are varying degrees of clueless. At least OP has their refund.

    • Hahuh on 23/10/2020 - 00:35

      Apparently they are contacting OP after 2 months. Why you wouldn't check this in the same week is beyond me.

      Why you wouldn't send them instructions on how to return the phone to them is also going over my head.

      OP says they don't remember the password to the account. Why they can't reset the password (surely you wouldn't forget the email address) is also perplexing.

      • capslock janitor on 23/10/2020 - 00:53

        Wonder if OP actually responded to them. Otherwise ignore..

  • netsurfer on 23/10/2020 - 00:44

    It is best you at least try to help the seller get rid of Factory Reset Protection (FRP). If you sold a phone in that state on eBay, there is no way the buyer would let you off the hook. Basically, the phone is a brick in that state.

    Since FRP is on that phone, you can try logging into all the Google accounts you use / used and look for the device. You should still be able to find that device (hence determine the Google account). It is doubtful Google lets you remotely remove FRP on that phone (it would be awesome if that's allowed). If you are concerned about giving them the password for a prolonged period of time, ask the seller to contact you when he/she attempts to remove FRP so you can reset it immediately after. You could enforce two factor authentication on that google account for added security.

    On the other hand, if you truly believe Xiaomi can do it for the seller quite easily, contact Xiaomi Support to find out all the steps the seller needs to do. Your endorsement to allow Xiaomi to reset it may make life easier for the seller.

  • trapper on 23/10/2020 - 09:29

    If the password is not important to you then just give them the password.

    If it is then tell them you will meet somewhere locally in person to unlock the device, or they can send it to you to unlock it.

    I'm surprised they don't just send it back to Xiaomi if it's faulty, maybe they just going to sell it 'new' to some other sucker.

  • [Deactivated] on 23/10/2020 - 09:56
    -1

    They can do a factory reset from recovery.. your password is needed only if they factory reset from android side.. I would not give my password to anyone..

    • redslert on 23/10/2020 - 15:43

      They already did the factory reset.
      New Android requires entering passcode after a reset to stop people from re-selling stolen phones or making use of stolen phones.

  • notfrodo on 23/10/2020 - 10:15

    Did you set up a PIN during the setup process? You can use the account password or the PIN to get past this.

    I was in this exact same predicament when I sold my Pixel 3XL on ebay. Apparently removing your google account from your phone before performing a factory reset is not enough. You have to login with the old account AFTER you reset your phone. Google made this change in one of the recent versions of Android.

    I got past this by giving the buyer my PIN which was a random number anyway.

    • squash on 23/10/2020 - 10:19

      yes this is what has happend and what i have now done

  • striker5950 on 23/10/2020 - 10:16

    close the shop mang, shop=thread

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