I attempted to complete a trade up order 5 days ago on the 29th. I was attempting to take advantage of the bonus trade in credit Samsung were offering when purchasing the new S9 range. I created my trade in ID and then proceeded to fill in the payment details on the order screen, upon clicking complete order, the page just refreshed onto the same checkout screen (rather than proceeding to the order completed screen). However Asurion still registered this action as completing the order and proceeded to charge my bank account as well as marking the trade ID as used.
This has left me in a scenario of having $510 charged to my account, no way of processing my order or reusing useless trade ID that can not be cancelled as its marked as used as well having no record of an order on my samsung account, except for the rewards points i tried to use, which it deducted but then refunded.
I got into contact with Samsung straight away who basically just palmed me off to Asurion, i have emailed Asurion every day for the past 5 days, they are just blatantly ignoring me. As well as had a case "escalated" with Samsung which never results in anyone contacting me back. Its honestly been the worst consumer experience ive ever had.
What avenue do i have of actually getting my money back here? Any help would be appreciated.
Unfortunately Asurion has the play ball here as Samsung only uses it as a third party (like other major companies do too). It sounds like the security deposit was captured and then the page just crudded out. You will need to speak either to a case manager or Asurion to get that trade ID cancelled.
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 charge without an order <----Please post this in the Email Subject as well as your community handle.
