Samsung S24 Plus - placed order appears as invalid, no order confirmation email, but money was taken out of my account

[Aster22]

I've placed an order for a Samsung S24 Plus today (Sunday, 11.02.2024) at 10.54am. I got a confirmation number, and money was taken out of my account. However, at 12.06 I got an email from a Samsung no-repy email with the heading "Did you forget something in your cart?" This email also included an invalid link.

I got no other email confirmation, neither in my main email nor in the junk folder.

When I tried to check the order status in my Samsung account, the order appears as invalid. (I also tried to checke it by logging out of my account, and it still showed as invalid).

I contacted Samsung via chat, and they also confirmed that my order didn't show up anywhere and there was nothing they could do at this point.

What is going on here? Why was money paid from my account to Samsung UK if the order number they gave me was invalid? How can I make sure I will get my phone AND a confirmation email so that I can claim the buds 2Pro they offer if you pay by ordering until 27/02? This was the main reason I ordered now, and it all feels like such a bad joke on the consumer!

[GreaterGalaxyUK]

Has the money been returned or not? Is it showing as paid to Samsung?

[BandOfBrothers]

Hi @Aster22 

Obviously I can't say what's happened with the order you raised as we don't have access to accounts ,but in regards to your payment what has possibly happened is that your bank has gated off the funds from your available balance waiting for Samsung to collect. 

If there isnt a valid raised order meaning Samsung won't collect then the gated funds would drop back into your available bank account funds. 

To confirm this would mean a call to your Banks Customer Services Team. 

[Aster22]

The payment was made by debit card and it shows as pending, but it was taken out of my balance.

[Aster22]

Thanks for your reply. My question is why isn't the order valid since it was issued by Samsung at the moment of the transaction? It feels like a *****-up at Samsung's end and I don't really know what I should do next.

[Piper123]

If the order is showing as pending, and the order has not completed correctly (as far as Samsung are concerned) then the pending should drop off in a few days time. Sadly it does mean you can't access that money until the pending has been removed.

Globally it can take up to 14 days, but every company is different in terms of speed. I'm not familiar with this for Samsung so couldn't confirm.

IF however AND THIS IS IMPORTANT the money goes actually get taken out of your account then you'll need to speak to Samsung Customer Service. Only they can resolve that.

[BandOfBrothers]

It does appear that something has glitched on the website. It may or may not be at Samsungs end. 

As you also say there is no raised order. 

As I said previously the funds would drop back into your account when Samsung does not collect it.

[BandOfBrothers]

@Aster22 yes that's what I mean by being gated off by your bank. Not by Samsung. 

[Reylob]

I think that the most likely cause was some glitch between the website and system (database, etc) doing the orders. However, that it is Samsung.

Samsung is by extension any of their services or agents. If call Samsung Support, I will be talking to Samsung not Peter.

[Reylob]

Hi @Aster22 

Yes, at this point Samsung has not touched a single penny from you. When you pay with your card and a transaction is authorised, the bank has made a "promise" to pay and it will block the promised amount, hence pending transaction.

I would use a Credit Card in the future. It gives extra protection. In the same way, the bank "promises" to pay, it "promises" that you will receive what you pay for and they are legally responsible if you do not get it.