topic Re: Trade In Rejected in Galaxy S26

Trade In Rejected

jerseydevil923 — Mon, 20 Apr 2026 20:34:35 GMT

I have had multiple Samsung phones on my cellphone account for as long as I can remember and have many times upgraded these phones....always to another Samsung phone. Typically I do the upgrade through my cellphone provider and have never once had a trade in rejected. This time I went through Samsung as their trade in offer was better. They rejected my trade in and charged my credit card $650. I contacted them and they were supposedly escalating my issue. Don't believe them when they say they are escalating your issue. The result of their escalation process was just a scheduled phone call with someone who told me exactly the same thing the original person told me. This company does not care about their customers or loyalty to their customers. This will be the last time I purchase a Samsung phone whether new or through an upgrade. They've lost this customer permanently. I also work in an industry that sells Samsung display products. My customers will be informed of the absolutely horrific customer service this company offers and I will steer them towards any other manufacturer and not Samsung. $650 to a company this size I'm sure means nothing. $650 to a middle class person in today's economy is not nothing.

Re: Trade In Rejected

Robin621k — Mon, 20 Apr 2026 20:46:23 GMT

What was the reason behind the rejection if you don't mind me asking?

Re: Trade In Rejected

Jminaker — Mon, 20 Apr 2026 20:48:38 GMT

I get why you’re frustrated — $650 is a big hit, especially when you’ve been loyal for so long.

I’m part of Samsung’s Ambassador program, and I’ve seen trade-in issues like this get fixed, but it usually takes the right follow-up. Trade-ins get rejected most often for condition mismatches or if the device doesn’t match what was selected during the order — but you can push back on that.

I’d recommend:

Ask for photo proof of the device they evaluated

Request a re-review/escalation with the trade-in team (not just general support). If you have pics of your phone before sending it, share those. If you used a carrier before, mention your clean trade-in history

Also, try contacting Samsung support through chat and ask specifically for a “trade-in dispute” — that tends to get routed better than a general escalation.

Totally understand how this feels, but I wouldn’t give up just yet — I’ve seen charges like this reversed after a proper review.

Re: Trade In Rejected

jerseydevil923 — Mon, 20 Apr 2026 20:52:37 GMT

They stated the reason was "You did not disable your personal security locks, the Factory Reset Protection or Activation Lock".. The phone was factor reset so it is unclear as to how it didn't remove everything from the phone. I offered to fix the issue and they declined.

Re: Re: Trade In Rejected

Robin621k — Mon, 20 Apr 2026 20:54:29 GMT

How did you reset the phone?

Did you use your pin to factory reset?

Re: Trade In Rejected

jerseydevil923 — Mon, 20 Apr 2026 20:54:52 GMT

I did all of the above. This lead to them contacting me to "schedule" a time for someone to call me. All they did was call and tell me how terrible it was that this happened but, nothing we can do as my escalation was also rejected. I will move on from Samsung going forward for all electronics. From what I've read, it seems like this is something that happens pretty frequently with Samsung which is pretty sad that they treat their customers this way.

Re: Re: Trade In Rejected

jerseydevil923 — Mon, 20 Apr 2026 20:56:04 GMT

I did.

Re: Re: Re: Trade In Rejected

Robin621k — Mon, 20 Apr 2026 21:00:11 GMT

Ask them for the video of the box being open!

Re: Re: Trade In Rejected

Mujibar — Mon, 20 Apr 2026 21:19:11 GMT

If you didn't remove your accounts before factory resetting the phone, that would be the issue. Factory resetting without removing accounts would trigger Factory Reset Protection (FRP), which would only allow signing into the device with those account credentials, rendering it useless for refurbishing and resale.

Re: Trade In Rejected

bawaji — Mon, 20 Apr 2026 21:04:43 GMT

Is there an option for them to send you back the phone to make sure you remove your sign-in ID and send it back? If not, are they at least sending back your phone? I wonder if there is an option for you to return the phone you purchased and ask for your old phone back, assuming they send back the correct phone without damage.

Hope it works out for you.

Re: Re: Trade In Rejected

PeninaD — Mon, 20 Apr 2026 21:16:44 GMT

You must log out of your Samsung and Google accounts on that device/ remove that device from your Samsung and Google accounts before you reset and send it back.

Re: Re: Trade In Rejected

jerseydevil923 — Mon, 20 Apr 2026 21:24:08 GMT

To be clear I wasn't arguing that I missed something even though, as I stated I did exactly what I've done previously when trading in to cellphone carrier. I feel that a company who cared about their customers would offer the opportunity to fix a problem that was easily fixable instead of just putting through a $650 charge. I tried to return the new phone but they said it was past the time to return it.

Re: Trade In Rejected

PaulCoxa17 — Mon, 20 Apr 2026 23:47:26 GMT

Got the galaxy a17 and nothing works right on the phone. Try to access a code that's required to open certain apps and accounts and it's virtually impossible to do. Have to have the codes sent to wife's phone then enter them on my phone.

Re: Trade In Rejected

bawaji — Mon, 20 Apr 2026 21:51:34 GMT

Not sure why you posted this in this thread and if you are expecting a response. Please post unrelated topics in a separate post.

Re: Re: Trade In Rejected

bawaji — Mon, 20 Apr 2026 21:53:19 GMT

At this point, the only options you may have is to request Samsung to send back the old phone and let you remove the login IDs, or to call your Credit Card company to see if they may be able to help in resolving this issue.

Hope you are able to resolve it to your satisfaction. Good luck!

Re: Trade In Rejected

AAbbott — Mon, 20 Apr 2026 22:58:06 GMT

Did you log out of your Samsung and Google accounts before you reset it? You are not automatically logged out upon reset and whoever next logs into the phone would have to know and use the same accounts in order for the phone to be usable. That might mean what they meant by not disabling your security locks. You can log out of the accounts after the fact, by going into those accounts and logging out any device that is not your S26, then ask them to re-evaluate. Worth a shot. But, in the future, before resetting your phone if trading it in or giving/selling it to someone else, always log out of the accounts first. There is no bypass to the protection lock.

Re: Trade In Rejected

bawaji — Tue, 21 Apr 2026 03:38:16 GMT

This is a much better solution than what I suggested. Hope it works out!

Re: Trade In Rejected

Tom6068 — Tue, 21 Apr 2026 12:43:33 GMT

Note that if that does not work out and IIRC, when a trade-in was rejected, the customer has 7 days to request the device to be returned. After that the phone belongs to Samsung. If they declined the customer's offer to "fix the issue", that seems like it is already determined as the outcome from their end. Now if the new device is less than 15 days in possession after delivery, that can be returned and would be advisable ONLY if the trade-in device can be returned as well. Then re-do the process again, but make sure Samsung will accept that same trade-in device.