Unfortunately for me, I read the reviews on Asurion after I completed the trade in. Boo for me. They're claiming NGWO due to ghosting on the screen, however, the proof they have sent me, doesn't even show ghosting! In 2 different emails, they have requested my postal address so they can send the device back, except when I finally sent them my address, they are now claiming they are NOT sending it back due to me receiving a refund of $1. It has been over a month with radio silence except for the email today stating, you got a refund, no phone for you. I have a feeling my phone (which was in 100% perfect working order btw) has since been passed on or sold and that's why they aren't returning it after saying they would. Who do I report to? TIO? ACCC? It's essentially theft.
TLDR: They provided 'proof' my phone was damaged, photos don't show any damage. They are now refusing to return my phone or refund me.
I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.
Subject Title: SamsungClaudette - Asurion not returning phone <----Please post this in the Email Subject as well as your community handle.
