Thought it would be useful to have a forum where everyone can post any difficulties with Asurion claiming their device is not as stated, as going by previous years, there will be quite a few people who will have problems with Asurion with the current S22 trade in promo. It will come in handy to show the bank this page with other people having similar problems when initiating a chargeback, rather than a collection of comments from different posts.
In my situation, the first email from Asurion exactly on day 7 (I received the email Sunday night), was that they hadn't received it and would charge. Then they sent another email a few days later saying the device was locked. I did a hard factory reset and forgot to remove the pin when it reboots. I also had to remove the device from my Samsung account. I sent them 2 emails saying it had been done and no response from them.
Yesterday I then received a 3rd email from Asurion saying "Thank you for recently placing a Samsung Trade-Up order. After inspecting your original device, our team has determined its physical condition doesn’t match the details entered when you completed your Trade-Up.
As stated in the agreed Samsung Trade-Up terms and conditions, we will be charging your nominated credit card $575. "
This is absolute crap as my S21 Ultra was in mint condition when I sent it. I posted it in the original box so there is no chance the device was damaged in transit. Luckily I took photos of the phone from all angles and also some photos with the screen on too (showing google news). I also took video of the phone showing it at all angles and took pics of the phone in the box too. I read posts, where Asurion have shown pictures of phones which aren't even the phone traded in.
What's interesting is that when Asurion sent me the emails in regards to the device being locked, and if they didn't receive the pin in 10 days I would be charged, there was no mention of the physical condition of the phone at this point. Then once unlocked (I presume they got the emails with the pin), only then did they send an email that the physical condition was not as stated. Almost seems like they were trying to find a reason to charge me
I emailed me them saying I had sent them the pin multiple times. Also said that I had pics and video of phone proving the condition was perfect and if they try and charge me, I will initiate a charge back immediately and also make a complaint to ACCC, Consumer Affairs (not sure which would be the correct body to make a complaint to) and even legal action (could get a lawyer mate just to send an email to them). Coincidentally, they responded very fast (less than 24 hours) and said to allow 2 to 3 days to check it out.
Is the phone you traded in the one you referred to in:
https://www.ozbargain.com.au/node/654429 with a repaired or replaced screen or some other phone?