Never get refund for trade-in phone from Asurion Australia (after nearly 3 months)

[Members_4Ky73n3]

Anyone has the same experience here? I have cancelled my order for Galaxy Ultra 23 but trade-in Asurion has already deducted $105 deposit for my phone.

After that I have contacted Asurion via email and they said refunded (1 month ago) and I do not receive money....back to my account
when asking for "credit note" or "refund ID" - they stop reply my email, I'm still chasing up on this with Asurion but they never reply....

If anyone know how can I solve this issue please let me know.

[blunderbuss89]

Have you checked your bank statement as to when you were deducted? Usually the way it works it removes the initial line of charge so to speak it never existed.

[ydiaa]

That's so lovely for you to assist those people. That have💯👍🏻 been missed treated 😕

[Members_tK2AeqQ]

Same issue here.... I bought the ultra 1TB - tracking shows they

10/10/23 they received the phone.  i chased it up about 3 weeks later as had no response.

Since then i've chased up about 5 times - had the promise of 14 business days, then 3-5 business days...

Emails seem to go no-where - Phoning Samsung appears helpful as they are very patient (i do feel sorry for them copping all our tradeup issues with asurion - I have had this 'ESCALATED' twice....  still nothing

i am at a loss & fear i'll have to go down the path of fair trades on Monday with is a real pain in itself - but i don't know what else to do - have sent yet another email today but not expecting any response  

[Members_tK2AeqQ]

& yes i have just checked my statement incase - but the funds were deducted by ASURION Wed 20th Sep 23 - no refund as yet 

[calvinsingh]

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

[Members_GJZhZYT]

What a rip-off Asurion/Samsung are. I traded my perfectly good and working Samsung S20+ for Asurion to come back and advise it was "non good working order" despite it being my main mobile phone until I purchased the Ultra 24. They issued me with a $1 credit as opposed to the $165 which was offered as a trade-in. Complete rip-off with zero justification for them giving it their BS grading. I'm sure if they actually turned the phone on, they would have found it to be in perfect working order, with no cracks or scratches on the phone.

The trade-in option is just one, big scam and I would never choose this option again, based on their bogus process.

[LKF1968]

I recently purchased the Galaxy S24 as part of the trade-in offer.  I was charged $120 and now been told the offer has been denied on the basis that my phone is damaged/bleeding etc. I took several photos prior to sending it to Asurion which show my phone in near perfect condition.  I've sent these to Samsung but so far heard nothing back.

Because I was being denied (wrongfully I believe) the trade-in offer I asked to return the Galaxy S24, which was unopened and still in its original packaging. The return has been declined by Samsung via email that just stated "null" and that there would be further information on my Samsung account (there wasn't). 

I can see from online forums that this has happened to numerous other people and some are now considering class action due to what they consider a scam.  It seems to be happening all over the world so I'm guessing Samsung are totally compliant in this and it's not a few isolated mistakes. This is hugely disappointing from Samsung who should be operating as a reputable company and not participating in something as underhand as this. I've had Samsung phones for years but I'm afraid they have completely lost my support through this. I'm considering contacting ACCC and trading standards as Samsung clearly won't engage or take responsibility for what Asurion are doing to Samsung customers.  A bit short sighted of Samsung to alienate a loyal customer base, particularly when Google is offering great alternatives now.