My complaint:
I had to create another email address in order to obtain TD Financing because there is no way to remove the old TD Financing account from the current email. (Which is insane – an issue that needs to be addressed).
Secondly after creating my new email address, I can not get verified by ID.me.com because Samsung has it under my secondary email address which is listed on ID.me.com and Samsung will not allow me to have two accounts with military recognition. (Another issue Samsung needs to address – removal or update email addresses.)
Thirdly after being approved with TD Financing with the new address, Samsung representative had me to call TD Financing to change the new email address to the old email address so I can receive the military discount. The new TD Financing appeared on the old email at check out along with the military discount but for some reason, the website had heavy incoming traffic (???) so the representative on the phone stated for me to try again later as it stated in the error message online.
I waited and retired several times until the following day, now the new TD Financing is not list but the old TD Financing account is. Now nothing can be done.
I am stuck without having to purchase a new phone or use my new credit through TD Financing, due to no representatives have a clue as to how to escalate to get the issue corrected. They are all foreigners without the proper English language knowledge.
Very frustrating.
Suggested solution:
Have an escalation line that consumers can call to get the proper assistance.
Have proper training for the representatives to understand various issues. Everyone is not lumped into one category.
Inform the representatives, it's not ok to hang up on customers, because you do not understand the English language and you are frustrated because you do not know how to do your job properly.
