I recieved an email on 30 August 2024 to manage my agreement as it is coming to an end. It says I can only do this via the flex lounge. Every time I attempt to login, it says ‘we’re experiencing technical issues try again later’ - later never comes. I spoke with agents via live chat who said they don’t know why this isn’t working and I would need to call customer service. Every time I call customer service, they ask for my name and say ‘oh Andreas what a lovely name’ and then end my call. This is not just a one time occurrence, this has happened five times. Your overseas contact centres are, to put it bluntly, sh**. I spoke to the finance team on several occasions and was directed to call the flex team, to which they transferred me once and gave me the number three different times. The team who answer the phone say they are a third party who work on behalf of Samsung, they are a recycling centre and do not deal with Samsung queries. They told me they have escalated this matter as they receive numerous calls regarding this and many customers are being directed to them incorrectly. I then spoke with Samsung UK who said they cannot help me and I would need to go to their sales team, which are the overseas team again, but the gent assured me he would speak on my behalf and then transfer the call to ensure they do not disconnect me again. The agent I spoke with informed the Flex program had ended which is why I could not login. I had already researched this and was well aware. However, I recieved an invitation to manage my agreement only days ago, and the email specifically says I can only manage this agreement via the flex lounge. Meaning I currently have no way to explore my options. The advisor said she would escalate this issue and following my call she would email me immediately with a case reference number and with a resolution within 24 hours. Surprise surprise, neither emails have been sent. I have given numerous agents advance warning that I have been recording to evidence the complete inadequacy of your advisors who repeatedly misdirect me, lie to me and end our calls with out as much as taking my information. I have repeatedly requested SAR’s from all teams but I am not holding my breath. I have been told that certain teams will not have access to all the information I require and I would need to speak directly with each team. Please be advised, it is NOT my responsibility to chase each department, as a complaints team I expect you to be familiar with multifaceted complaints and conduct your own investigations as each department work for the same company. I am done with chasing and once my final payment is due, I will NOT be providing a balloon payment and I will not be returning this device as I have tried my best to resolve this issue and acted in accordance with your terms and conditions. If your teams are incapable of resolving this issue, I will NOT be held accountable. This is not my issue, this is yours. I will be seeking legal representation, advice from trading standards and the financial ombudsman as your teams are failing to assist. Please be warned if this issue is not resolved sooner than my final payment is due, action will be taken.
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