Around 1AM EST on 7-11-25, I placed an order on Samsung.com for Vip Advantage, a Fold 7 Preorder, a galaxy watch 8, and galaxy buds. This was placed as a pickup order at BestBuy, and I decided to try out the Affirm 4 payment 0 interest plan.
At about 2 AM, I realized that I didn't get the free care+. I read online that it must be placed at time of order, so I cancelled everything except for the VIP+. I then decided that I just wanted to pay cash instead of the affirm over 4 payments, so I decided to cancel the VIP too and start fresh. I think I ended up cancelling the VIP plan around 8AM that day after contacting support to try and figure out how to do that. I was successfully refunded for all of the physical goods within 3 business days, although the cancellation email I received just said that I cancelled the free software products and the galaxy buds (watch and fold were never mentioned in the emails). I also noticed that I was only refunded 888 of the 950 rewards points that I used for the purchase, and on 7/20, I was charged and refunded the 888 points over and over (ending with me still having 888 points). All my points came from 1 purchase last November, so I know that the missing ~60 did not expire.
To this day, I do not have my refund for VIP, and while it shows that I still have VIP benefits on the website, I cannot purchase anything without getting a popup saying "your VIP cancellation is in progress. Please wait 2 hours and try again." If I look at the order, it shows that the VIP is "Active", but If I go to "manage membership" (from the order, or from the "My Rewards" page), it shows that I have VIP and that the status is "Cancellation Accepted". I also received an email saying that my cancellation request was received and that there would be a followup email shortly when the cancellation is processed. I never got the follow up email.
At this point I have spent over 7 hours on the phone with Samsung support over multiple days. I have escalated to supervisors, and every step of the way I am just directed with the instructions on how to cancel my membership. Initially I was told via the live chat that I needed to wait 8 hours for the cancellation to process. Then I was told that I needed to wait 24-48 hours for the cancellation to process. Then I called support and was told that the account seems to be stuck in some glitched state where on their end it showed as "Active" but on my end it showed as "Cancellation Accepted". He told me that he would create a request for the backend team to fix my account, and would also issue a manual refund request. This was met with emails in the following days saying that they don't have an option to cancel my VIP status on their end, and that the refund request was denied because there were no funds left on the order. I called a few days later to try again with a supervisor, and this time I was told that the refund request was denied because I never cancelled VIP and the status was still Active. I then tried to call one more time a few days later, and was told that they don't have an option to manually cancel on their end so I need to do it myself (again, I already did and provided evidence of that to them). Finally, I tried to dispute with Affirm and was rejected because Samsung responded to Affirm that they were going to manually issue me a refund.
What can I even do at this point? Does anyone know anyone or any process that would help?
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The e-commerce department is who I was routed to for most of the times that I have called. They just keep giving me the runaround that I need to wait 4-7 business days or that my VIP is still Active and has not been cancelled. I'm literally on the phone with them right now, and they're telling me they tried giving me the excuse that they don't provide refunds if you have active items in your orders, but could not explain how that was relevant given that everything else I ordered was cancelled and refunded 7 days ago.
Does not matter who I talk to or how many screenshots I provide. They all just guide me to try and cancel myself, then promise me to escalate to the backend team or to issue a manual refund. Then they email back 2 days later stating that there is nothing that they can do on their end or that the refund was denied because there wasn't any money on the order or that a refund was already in progress that would be finished within 4-7 business days from the date that I cancelled.
It seems clear to me that something is stuck on the account, and there is nothing that the basic support teams can do. I wasn't refunded for the full 950 rewards points, I didn't get cancellation emails for every product that I cancelled even though the refunds arrived, and it shows that the VIP was 149.99 but there is only 149.68 that affirm still thinks needs to be refunded. Either their system thinks that one of the items wasn't actually cancelled, or their system that converts cancellation requests into cancellations missed my account.
The only thing you can do is keep trying with them and hopefully they are able to figure out what the issue is.
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