Asurion scammed my trade-in

[Members_SbkTRJk]

I just received this message from the trade in:

We have an update for you regarding your recent Samsung Trade-Up order. We've received the device you sent us for XXXXXXX.

Unfortunately, the device we have received doesn't match the device you were required to send to us as part of your Trade-Up order making the device ineligible for the Trade-Up program. As a result we are returning the incorrect device to you and will not be refunding your Security Charge. 

For more information about the Security Charge, please refer to the ineligible device fee in the Samsung Trade-Up Terms and Conditions.

If you are unhappy with this outcome and would like to discuss it with one of our friendly staff, please contact us by clicking on the “contact us” link below.I sent them the device it was still in a purple cover - this trade-in is just a money making thing, I have the receipt from the post office - I am going to contact Fair Trading, they took money from my account.

I want my Samsung Note 20 Ultra back not someone else problem and the $330 they took from me.

[SengHourt]

Based on the message, it seems they are returning your device back and took your security deposite as the fee as the traded-in deposit. Just wait to get the tracking detail of your phone that is being send from them.

[blunderbuss89]

"As a result we are returning the incorrect device to you and will not be refunding your Security Charge."

🙃

[Venum421]

This is a scam company, just looked on Product review au. ZERO feedback , Traded in a phone almost brand new, spotless as it was it a case and dome glass screen protector from first minute out of the box. Sent in original box with original screen stickers only to see it graded as 'Non Good Working Order'...no refund.....

[Mummin8r]

Hi. I'm having a similar issue. Call samsung and report issue and ask them to escalate. Also if asurion have withdrawn money from your account. Call your bank and report fraud as they are not operating legally. Look at online reviews/reports

[Venum421]

This is a scam company, I am asking for my phone back and looking to return my new phone back to Samsung for a full refund and going with another phone

[calvinsingh]

https://r1.community.samsung.com/t5/discussion/samsung-asurion-class-action-lawsuit-who-s-in/td-p/25...

[Alienzeth]

I got the exact same email after sending the correct phone, will give it a week then put in a fraud report to the bank to get my money back if they haven't sent my phone back by then.

[DCsamsung]

I am having somewhat similar issue where they have received my phone 4 days back and have not heard anything back from them since then.

[suser20240614]

I am facing a very similar issue now.

I traded in my very good condition pixel 7 pro and brought an s24 ultra about 2 weeks ago.

My trade-in pixel 7 pro is fully functional with no any physcical damage, which was listed as $265 in the trade-in page.

However, different from what it said in the email of the receipt of my device "If your device is not in the condition we expected (e.g., there is more damage than expected), or if you have sent us the wrong device, we will contact you.", no one contacted me but simply proceeded the refund, which was only $5.

It is ridiculous.

The samsung support can only redirect me to the Asrion portal and ask me to open a conversation with them, but after seeing such a lot of complaints online, I have no any confidence that this issue can be resolved properly by such a scamming company.

Anyone has an idea about what to do? thanks.