....file a dispute with your bank. Merchants hate dealing with charge backs and will usually do anything to avoid them. I personally work for multiple banks and deal with similar situations on a daily basis.
I decided to participate in the Samung Trade in program last Fall. I sent my S7 edge in for a new S8 and providing the phone met Samsungs trade in criteria you would get a new phone at half price..If the phone didnt meet the trade in criteria Samsung would charge your financial account..
And my phone was mint..no cracked screen..perfection operating condition..no physical wear and tear
After I received the new phone I sent my phone back to Samsung
About 10 days after that I received noticed from Samsung stating that my phone had a cracked screen and was inoperable and they took $375.00 from my bank account
I was livid and promptly called Samsung Customer Service. They said they would inestigate and get back to me in 10 days..
After a month they concluded that my phone had normal wear and tear and that I would get my money in about 10 days...
After 2 weeks I called them back and they said they are still investigating and I got livid once again..
Then after another month Samsung concluded that my phone did not qualify after all do to housing damage..and that their decision was final.
This of course is nothing less than fraud..I have proof of my phones condition. I plan on writing to their CEO for a resolution and if they don't reply I will report Samsung to California's Better Business Bureau and
California's Attorney General/consumer affairs
This is such a stain on Samsungs brand and I cant believe they would treat consumers in such a fraudulent manner