Used the Samsung Trade up program, sent old phone back which has been verified and approved and never see my refund.
Emailed them a couple times and was told case has been escalated and money will be refunded on a particular day and still nothing.
I'm sick and tired of emailing them anymore, so wondering if anybody know the best way to contact them as I've lost my patience!
Thx
i thought they are in melb
That's all I could find.
Asurion is the worst. Had to do a chargeback as they are so slow in responding emails and I was unable to get their phone number anywhere. Good luck!
Used the Samsung Trade up program, sent old phone back which has been verified and approved and never see my refund.
Is this on a debit card? On credit card it should be a 'pending' charge while you send the trade up device back. Once they have received and approved it, the pending charge will drop off, so there won't be any actual charge to the card.
I think you're right - some of these trade-in programs just take an authorisation amount and cancel the authorisation once checked and recieved, which can take quite a while sometimes, and that's why they almost always advise using a credit card rather than a debit card. This works similar to hotels and hire cars.
I suggest OP ask their card issuer what transaction code it was given - one time, an Apple authorisation went through as a payment and not as an authorisation, ING were very helpful (even at 11pm) and told me the code on the transaction said as such, and as such helped lodge a chargeback and/or supplied a letter to give to Apple to tell them they stuffed up.
It's a credit card.
I think their process has changed. They used to hold the money as pending on your cc but these days they straight up take your money first and refund after.
It was a proper charge on my credit card, not a pending transaction. I also had problems with receiving the refund but luckily they were quick with replying to my emails.
In the end, they said that there was an issue with my credit card receiving a refund so they paid me back to a normal bank account.
They received my Device 12/October, confirmed it was in good condition on the 17th and refund was being processed. I checked my bank account regularly and noticed I haven't received the refund so by the 31st I asked through email where my refund was. They said it will take up to 10 Business days for their provider to refund the amount, so I asked for a receipt for the next refund process. 3/November they were bullshitting that my credit card wouldn't allow the refund to go through so they will send another link so I can update my details. 7/November they sent the link to update the card details to either Paypal or Direct EFT instead. I chose Paypal then had it sent back to my bank account on the same day.
Curious why they just didn't do that in the first place. Wasn't mad, because I got the S23 Ultra for $400 after trading S21+ for $305 plus a lot of voucher codes/coupons. Definitely annoyed that they are only option for the trade in program in most shops.
I'm in almost the same position. Sent device on 6th October, they received it on the 10th but didn't process till the 19th. Same BS runaround about why I haven't got my refund, that they "encountered an error" and would send the link to update my details on the 3rd. I STILL haven't received the link, nor the refund. Never using Samsung's Trade In service with Asurion ever again, they are bloody awful. They've had my $325 security charge and old device for a month now, not okay
Seems I DID get the email with the refund link 2 days ago, it just went to my partner's EDU email as we used the EDU store for purchase, whoops haha I've submitted for PayPal refund
they got sick of people scamming them, so now they are the ones doing the scamming
Well not in my case as I traded in my s21 Ultra for $400 and that's what I'm chasing now…..
I sent my earbuds (worth $1) to Asurion on 30th October, arrived there on 2nd Nov.
I kept getting emails from them telling me to send it in even on the 6th Nov
This is the final reminder to return your device within the next 24 hours, otherwise we will charge you a late return fee of up to $60, which is non-refundable.
I can see that they actually charged my credit card the $1. They finally evaluated it on the 9th and processed the $1 refund which I can see is in my account.
Try (02) 9221 5236