I have been a OnePlus user since 2017. I originally purchased a OnePlus 5 and in April of this year I traded that in to get a OnePlus 7T. At the time I wanted to apply the trade-in value to the cost of the new phone, but the only option available was for a voucher with OnePlus. I contacted a customer service representative through the online chat who was able to inform me the voucher could be switched to a cash back credit on my method of payment and she provided me with a reference ID to contact customer support again once my voucher was received. On 5/4 I received the voucher and contacted the customer support team and provided the reference ID and they informed me this would be taken care of. After 2 weeks I reached out again to follow up and was told it would be processed within 48 hours. When this was not done I reached out again and was told something similar. Since this time I have contacted nearly 20 representatives who have essentially lied to me regarding when I should expect to receive this cash back credit. I have been informed my case was escalated to a "higher department" and when asked what department that is I was told they are not allowed to disclose this information. I have asked for other potential avenues to pursue and how to file a formal complaint but to no avail. It has now been over 3.5 months and I have yet to receive my cash back. I have enjoyed my OnePlus devices and with this insight into their customer service I am extremely grateful I have not encountered any issues. If it takes the more than 3 months to return a small sum of money to a method of payment I could not even imagine how long it would take them to rectify an issue with a device. While I enjoy the products I fear this will be the last device I purchase from this company since if I did have an issue with one it would likely take months to have it resolved.
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