I really need help with this one. Here is my problem and if anyone had anything similar please do let me know what you did to get your money back.
I bought a TV from Samsung over a month ago. When I was picking the option I want I was prompted to pick a FREE promotional service that I would have to redeem 28days later. At checkout out the option was showing $0.00. 28days+ have past and I am yet to receive a redemption email. I go to my order details and realize that I was charged $120 for that FREE promotion I NEVER received. I contact customer service today first through the app via chat, worst experience ever. The bot couldn't connect me to anyone. I then call for me to stay over the phone for 1h 30minutes getting tossed between departments. All this time each person I am talking to does not know what is going on. They still ask me the same questions over and over. I have talked with 12+ people in total for the last person to just hang up on me. I still go ahead and contact the chat through the website. For me to talk to Md Waseemuddin, a customer service agent telling me to wait for the redemption email which I was supposed to receive in less than 28days but I never received? I tell him I would just like to receive a refund for this because first I was never supposed to get charged for it and secondly it doesn't have anything to do with the redemption as This was not a cash back promotion. I MIGHT NOT EVEN BE ELIGIBLE FOR THE PROMOTION BECAUSE I ALREADY HAVE YOUTUBE PREMIUM! I chose because I had to!! They tell me that Samsung cannot refund me and leaves the chat after telling me they were going to transfer me to their supervisor. So now I am here trying to understand how Samsung can charge me for something that appeared as $0 before checkout but cannot refund me for it. I did not even redeem it! The only reason I did it was because I was prompted to!
This is the worst customer service I have ever received! If you can't fix problems especially the ones YOU create then how do you want me to still buy anything you sell?