topic Re: End of Flex Agreement, phone returned but last payment still taken. in Mobile Apps & Services

End of Flex Agreement, phone returned but last payment still taken.

Members_RMnCzsA — Tue, 26 Aug 2025 12:23:25 GMT

I am trying to get to the bottom of what’s going on with a ongoing issue I have with trying to get my last payment from my Flex account returned to me after it was taken even though I had returned my phone at end of agreement and it being accepted as all in good working order.
I first raised this issue back at the end of June when my phone was returned, but a final payment of £212.70 was then taken from my account. After first contacting Samsung I was told that I would get this money returned back to me.
I have now emailed, phoned and submitted complaint forms on many occasions and still do not seem to be getting anywhere in getting my money returned. I have spoken to different people from both Samsung Finance 03330033777and Samsung Flex returns 03332079676 only to be told each time that the other department is dealing with it.
This is not acceptable and I’m deeply frustrated by it all.
Can someone help me with what other options I have in getting this resolved?

Re: End of Flex Agreement, phone returned but last payment still taken.

freddyfudpucker — Tue, 26 Aug 2025 12:44:58 GMT

Contact C.A.B, they'll help you sort it out.

Re: End of Flex Agreement, phone returned but last payment still taken.

AndrewL — Tue, 26 Aug 2025 13:19:13 GMT

@Members_RMnCzsA: I'm very sorry to hear that there has been an issue with your Samsung Flex agreement. Did you make sure to return your handset within 5 days of receiving the packaging materials from MTR? According to clause 7.4 of the terms and conditions, "Failure to send your Existing Handset to MTR within the defined time period will mean that we will no longer be able to make the final settlement payment on your existing credit agreement. You must then continue to keep up repayments under your existing credit agreement."

If you sent your device back within 5 days of receiving the packaging materials, and MTR have confirmed that the phone met the condition requirements, then please continue to liaise with Samsung Finance directly on 0333 00 33 777, or via email at complaints@samsungfinance.co.uk, as they are best placed to get this resolved for you. Please accept my apologies for any inconvenience this may have caused you.

Re: End of Flex Agreement, phone returned but last payment still taken.

Members_RMnCzsA — Tue, 26 Aug 2025 13:45:14 GMT

Yes the phone was returned within five days of receiving the returns package and I have spoken to Samsung Finance on numerous occasions as well as filing a complaint.

i seem to either get no response or get pushed from one department to another and end up going around in circles.

i need some other means to get this resolved.

i deeply frustrated with the whole time it takes to one get any response and two to get it resolved.

just not good enough I’m afraid.

Re: End of Flex Agreement, phone returned but last payment still taken.

AndrewL — Tue, 26 Aug 2025 14:07:12 GMT

@Members_RMnCzsA: I absolutely understand your frustration. Sadly I am unable to escalate your query from this position, therefore I must refer you to the Finance Team for further support, as they are likely to be investigating the issue, and working towards a resolution.

If you are not satisfied with the outcome of the investigation, then you do have the right to refer your case to the Financial Ombudsman at complaint.info@financial-ombudsman.org.uk or 0800 023 4567.