Trade issue - can't get my refund

[ck2148]

I still haven't received my $460 trade-up charge refund, despite canceling the order. It's been 20 days of chasing after this, and every Samsung representative I've spoken to says they can escalate the issue to Asurion, as it's a different team. I only received an email from Asurion after discussing the matter with Samsung. Getting my money back has been a cumbersome process. Furthermore, Asurion informed me that, based on their review, there was no security deposit charge associated with my Trade-up ID. I even had to email them my receipt, but I still haven't received a response.

[BiXbY2025]

They need to refund you back then if that's the case. They probably have to Manually do it as their Automation can't deal with the cancellation and refund to you. Problem is they are busy all the time due to Samsung offering trade every 6 months when a new S phone or Fold phone gets released and they are probably so far behind.

[ck2148]

Communication issue is the main problem with Ausrion. They never reply directly. In order to get their reply, I had to ask Samsung to escalate the issue to Ausrion. Then I could get replies from them. Contacted Samsung multiple times and I haven't get any reply after I submitted my bank receipt to both Samsung and Ausrion. May be I have to report to the fair trading??? Will see until this coming week.

[SamsungClaudette]

Hello @ck2148

I am so sorry that you are having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette - Trade issue - can't get my refund <----Please post this in the Email Subject as well as your community Handle.

Customers Name
Online Name
Email
Contact Number
Preferred Call Back Time
State
Model
Serial Number
Product Issue

Kind Regards,
SamsungClaudette

[ckwak2148]

I sent an email on Monday and still no reply from Ausrion.  My bank confirmed that the money was surely transferred to Ausrion on 11/8/2023.  I have submitted a dispute about this transaction since Ausrion said they didn't charge for trade up.  hopefully, this will sort it out.  it was a really horrible experience with Samsung and won't buy any more.!!!!!

[yoshi678]

After you submitted a dispute, did you get the money back?

[ck2148]

Yes. Anz solved issue.

[yoshi678]

Westpac said need refund invoice...Anyway I got a refund too. Almost 1month. A lot of email. Finally they said they refunded, but get the decline. I changed the bank detail, then got it....
No more trade-in good phone to samsung!

[jazib]

I have sent multiple emails raised 3 escalations still no refund still in the same boat as others here. I got an email from Samsung on 13th of October saying my trade in is processed and my phone is in the condition as described and I will get the refund within 5 business days it's been over a month what a joke!!!

[ck2148]

Dispute with the bank. I have submitted all the email to the bank from Ausrion for the proofs. After 10 days, my bank credited back to me. I only needed to speak with the bank twice to solve the issue.

[SamsungClaudette]

Hey @jazib

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 - I have sent multiple emails raised 3 escalations still no refund  <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette