My complaint:
Good Afternoon,
On September 7, 2023, my phone was suddenly remotely locked by Samsung. Due to a fault from their technical department
I have an outstanding refund from Samsung for £85 since June which was to be sent to my account but until now i have not received it and we are in September.
I reached out to customer service on the 8th of August (email attached) to get an update but was transferred from one department to another until finally after spending several times on the phone I was told that they will check their records and get back to me within 24-48 hours
No response or email from them, then on the 6th of September I received an email for a refund for my Samsung phone which I never requested for and the amount was different and NOT £85 (email attached). I replied immediately asking what the refund was for but never got a reply until today. Meanwhile my phone has been locked since yesterday. (email attached)
A member Samsung staff made a mistake on my account, made a request on my behalf which I did not ask for and now I’m paying the consequences. There’s been an error on their part and this is affecting me seriously. I have no access to my phone, I can’t call or use my online banking. Samsung’s error and their neglect is affecting me, my work and my daily life.
I keep contacting them and their response is to wait 24-48hours. I have been patient giving them time to respond but now it seems that they do not see the urgency in this matter. It took less than 2seconds to block my phone and now they are finding it difficult to restore it.
I do not have 24 or 48 hours to wait. If there should be an emergency I cannot be contacted, and I cannot even make calls to people to my situation.
I am not owing any money, they have totally blocked my phone. To make matter worse not even a member of their team or staff has acknowledged or apologised for their error. They keep ignoring the matter like nothing happened and now I am affected due to their negligence. This is ridiculous and unfair. Most of the things I need to do are on the phone and now I’m stuck.
The matter is still not resolved, I’m still locked out of my phone since yesterday. Right now, I just want my phone restored immediately. It doesn’t take long at all.
I look forward to hearing from you.
Kinds Regards
Suggested solution:
Restore and unlock my phone immediately without delay or having to wait 24/48 hours. Also, due to their negligence, a compensations for the extra money and stress i had to go through looking for alternative ways to work without my phone.
