Not received Trade-in credit 3 months after sending phone - where to next? Legal options

[calvinsingh]

Has anyone in Australia had problems receiving their trade-in credit from Asurion despite them having received the trade-in device?

I have not received my money after 3 months and multiple emails to Asurion and calls to Samsung

$400 dollars is not a small amount and now I feel they are ignoring my communications

Advice how I can escalate this and legal options, ombudsman maybe?

[BigAsh]

The same thing happened to me. One difference is that I sent my trade-in mobile via registered mail.
I received confirmation that it was delivered to Asurion.
However, after many email enquiries where I proved delivery had been received by them, they refused to pay me the agreed trade in amount. In the end they said matter was closed and to stop conmicating with them.
Not happy.

[Enderslender]

What trade in is this? I've done it twice for my Samsung phones (although I received credit off my purchase immediately, not separately).

[17MANDA04]

I thought the trade-in price came off the cost when you pay for the phone. I could be wrong. . .
Can I ask, though, please, does anyone know how to get in contact with the company ((Ausurion)? I can only see the online form, but they have not gotten back to me.

I'm thinking I might not take that trade-in option again and go with one of the store deals rather than direct.

[LuckyKimi71]

Not sure if this is helpfull
I have used Asurion trade with samsung last year for S23 ultra all was good deal went thru no problems last year ...this year I also used Asurion trade with samsung for the S24 Ultra they received my device and down graded it and charged me a fee for mis-grading fee ,I feel I did not mis-grade the trade item ,I still got to trade and got very little for my trade device but I'm happy with that as I love the new S24 ultra ..it took 5 days after I sent trade device to receive a email stating they had received my trade item .. also tag samsung in your comment for a faster reply
@samsung
@samsungsupport

[tmodak]

I'm experiencing the same *** service from Asurion.
I got my new device on 5 Feb and sent back my old device 2 days later.
Australia Post tracking says the device has been delivered to their address last week. But I still keep getting reminder emails from Asurion to send my device back. Their recent email also mentioned I'll be charged $60 fee if they don't get my device in next 24hrs.
This just doesn't seem right and going by all other online reviews, what are my options. I just need my trade in amount back.
Them charging it first to our account just feels a bit dodgy to me. Anyone has experienced the same?
@samsung
@samsungsupport

[Dolgogi]

Try logging into their portal (I've given up trying to contact them via email).

On the portal, you can send a message and check the status of your return.

https://samsungtradeup.asurion.com.au/

[tannyr35]

They don't respond on their portal either, so frustrating!!

[SergeSk]

Next time just don't send you device. That is what I am always doing. Claiming all the bonuses on Samsung and not sending my phone. Yes you'll be charged $60 fee but you can sell you phone online for twice the price

[calvinsingh]

@samsung

@samsungaccount

I called the main samsung phone number and keep asking them what is happening - "we have escalated the issue" is the response...even they do not have a phone number for asurion. I'd recommend keep calling them. My next step is going in-store and continuously bugging them, $400 is alot of money

Samsung don't really care because we pay them the price of the new phone and asurion pay us for the trade-in so Samsung don't lose anything

I have messaged them through their portal and have sent multiple emails to their email account - I think they are intentionally ignoring me now

I have reported them to the Australian ombudsman

I think if there is enough people out there we should be looking at a class-action lawsuit. They technically have stolen my/our devices since they have received it but have not paid me/us for it