Samsung claim offer worth £200 rejected

bobbstar21

England

I purchased a Samsung s24 ultra, directly from Samsung. As part of the purchase, their was a promotion that allowed you to claim back £200, no strings attached.

I made my claim, but it was denied due to having claimed in the past then returned my product but not cancelling/returning my rewards of the claim.

There has been a mix up. I purchased an s23 in December 2023 and claimed for it in January 2024. I then initiated a return for that and purchased the s23 plus instead. I made a claim for the s23 plus. Looking at my emails, the claim for the s23 was approved but the s23 plus was rejected - here is the mix up as it now looks like I have taken rewards for a returned product when this is not true.

Timeline:

- 2023-12-27 - purchased s23 (black) from samsung.com

- 2024-01-08 - claim for s23 promotion

reference: 429-017-483

- 2024-01-12 - claim approved for 23 (429-017-483)

- 2024-01-20 - purchased s23+ (green)

- 2024-01-30 - claim for s23+ promotion from mobilephonesdirect.com

reference: 365-603-445

- 2024-02-01 - refund processed for phone

- 2024-02-01 - claim rejection for s23+ (365-603-445)

- reason: "After auditing your claims across our promotions we have found instances where the qualifying purchase was returned for a refund. As such we are unable to accept your claim."

- 2024-02-28 - rewards issued (429-017-483)

So I have rewards issued for the S23 but rewards denied for the S23+ when it should have been the other way around.

Anyways, the reward for the s24ultra is £200 which is quite a lot.

I have tried speaking with the claims team who asked if I contacted the team earlier to cancel my claim for the S23 and shared this link: https://samsungoffers.claims/sam/AiCashback/en-GB/terms

At the time I did not realise the claim rejected was for the S23+ and not the s23 (the emails only specify a reference and not the phone in question).

I've tried explaining this to the promotions team but they just parrot the same denial reason and say the decision is final. 

I'm not sure what I can do here? I am willing to take whatever action I can.

Ergates

From what you have described above, is does sound like you've done what they claim you have done.

You bought the s23, claimed for it.  Bought the s23+ claimed for it.  Returned the s23.

So you *did* claim for a phone then return it, and not return the money.

bobbstar21

I'm definitely mis-explaining this. But technical I did yes.

But they sent me an email saying my claim was rejected because I return the phone. Why would I then contact them to let them know if it had already been rejected/cancelled? I was happy it was rejected because it meant I didn't need to do anything further. But I realise now they rejected the claim for the phone I currently have - they don't specify which phone in the email so it's hard to know just by reference unless I look into it.

Aylesbury_Duck

I suspect they may also be rejecting you under clauses 5 and 18.  5 relates to you looking suspiciously like a re-seller because three phones in a few months is perhaps unusual behaviour.  18 is a catch-all clause.

I also agree with this.  Whatever the mix-up, you did return a phone you had claimed and received the money for.  It seems that's enough for them to reject your latest claim, irrespective of which previous phone it relates to.

From what you have described above, is does sound like you've done what they claim you have done.

You bought the s23, claimed for it.  Bought the s23+ claimed for it.  Returned the s23.

So you *did* claim for a phone then return it, and not return the money.

bobbstar21

Thought it would be worth updating. After about 20 emails back and forth, a complaint, and a letter before action, they reversed the decision.