Samsungfinance Reviews 64

Reply from Samsungfinance

Mar 2, 2026

We’re sorry to hear about the difficulties you’ve experienced and appreciate you taking the time to share your feedback.

From the details you provided, we can see that your account was temporarily locked in the Samsung Finance Customer Portal after multiple incorrect password attempts. Our team can reset the account to restore access, or it can also be unlocked by completing an automated password reset.

We’d also like to clarify the responsibilities of different teams:

Upgrades within Samsung Flex are managed via the Samsung Flex Lounge (https://www.samsung.com/uk/samsung-flex/
). Access to the Flex Lounge is only available during the return window if you wish to trade in or return your device. Once your loan is settled, the Flex Lounge is not available, although you may still take advantage of any other trade-in offers.

Other device upgrades are controlled by Samsung Electronics.

Samsung Finance is only responsible for the loan itself. While we manage portal access and can assist with login issues for the Samsung Finance Customer Portal, we do not have jurisdiction over any other part of Samsung Electronics.

We understand that navigating these different departments can be frustrating, and we appreciate your feedback. While we can’t directly resolve issues with device upgrades or portal functionality, we hope this helps clarify which team to contact for specific matters.

Please also note that we have received your formal complaint and will be responding in line with our complaints process.

Thank you for bringing this to our attention.

Reply from Samsungfinance

Mar 2, 2026

We’re really pleased to hear that you’ve had a positive experience and that the team have been able to support you with your questions and requests. Providing helpful, responsive customer service is something we genuinely strive for, so it’s great to know that came across.

We truly appreciate you taking the time to share your feedback

Reply from Samsungfinance

Mar 2, 2026

We’re sorry to read your review and would like to clarify a few important points.

Samsung Finance, which you have referenced in your review, is provided by a regulated third-party finance provider, Glow Financial Services Ltd. It is a separate legal entity to Samsung Electronics. Glow Financial Services Ltd is responsible for managing the finance agreement and credit facility, while Samsung Electronics is responsible for the supply of the product itself.

In addition, only products listed within the Samsung Certified Re-Newed section are refurbished devices. These products are clearly labelled on our website and can be viewed here:
https://www.samsung.com/uk/certified-re-newed/

All other products sold on samsung.com/uk are brand-new unless explicitly stated otherwise.

Thank you for taking the time to share your feedback.

Reply from Samsungfinance

Mar 2, 2026

We’re pleased to hear that the signup process was easy to follow and that Sarah from our Customer Services team was able to assist you quickly and effectively. It’s great to know she stayed on the phone to ensure your issue was fully resolved.

We’ll be sure to pass your comments on to Sarah — it’s always wonderful for our team to hear when they’ve made a positive difference.

We really appreciate you taking the time to share your experience

Reply from Samsungfinance

Mar 2, 2026

We’re very sorry to hear about your disappointment and appreciate you taking the time to share your feedback.

Please note that Samsung Finance is only responsible for financing your purchase and has no involvement with the products themselves. Any issues with device performance, features, or functionality, including the sleep tracking on your watch, are handled directly by Samsung Electronics.

For support with your device, including troubleshooting or exploring options for returns or refunds, please contact Samsung’s support team here: https://www.samsung.com/uk/support/

We appreciate your feedback and hope you’re able to get the assistance you need to resolve these issues with your device.

Reply from Samsungfinance

Mar 2, 2026

We’re delighted to hear that your experience with us was smooth and seamless, especially when settling your balance early. It’s great to know that our team could make the process straightforward and hassle-free.

We really appreciate your continued trust and look forward to supporting you again in the future!

Reply from Samsungfinance

Mar 2, 2026

We’re glad to hear that you found our service easy and convenient to use, and that our customer service team was able to resolve your issue promptly. Providing a smooth and reliable experience is always our goal, and it’s good to know that we were able to help.

We appreciate your feedback and look forward to supporting you again in the future!

Reply from Samsungfinance

Mar 2, 2026

We’re very sorry to hear about the difficulties you’ve experienced while trying to register your account.

We’ve submitted a request in response to your review for further information so that our team can investigate this issue and follow up with you directly. We appreciate your patience while we work to resolve this, and we’re committed to helping you get your account set up as soon as possible.
you can register here if you are a UK customer who has a finance agreement through the purchase of a product from Samsung using Samsung Finance. Please note we are unable to assist with any alternative financing options. https://portal.samsungfinance.co.uk/Customer/Registration entering your agreement number, Last Name, Postcode and date of birth

Thank you for bringing this to our attention.

Reply from Samsungfinance

Updated Mar 4, 2026

We’re sorry to hear you’ve been concerned about this and appreciate you taking the time to share your feedback. and thank you for providing your details allowing us to investigate and respond.

Our records show that your loan was settled in full by card on 29th December. The Direct Debit scheduled for 8th January had already been requested from the bank prior to settlement .Direct Debits are typically submitted several working days before the due date and in this case a few days earlier that usual due to the holiday period meaning the payment was already in flight and unfortunately could not be stopped.

In these situations, any payment taken after settlement is automatically refunded as part of the account closure process. Your settlement confirmation email sent on 9th January also explained that if a Direct Debit was collected after settlement, any refund would be processed within 14 days.

We can see that you spoke with one of our agents on 9th January, who explained this at the time. Regarding your comments about getting through to us, we operate a call-back system rather than a queue when all agents are on calls to save you from waiting . Our records show that you were called back within two minutes of your request at 9:03. We can also see that the two other calls you were made prior to 9am, before our phone lines were open.

We understand it can be frustrating to see a payment taken after settling your account early, but we hope this helps clarify what happened. If you still have any concerns or would like us to review anything further, please don’t hesitate to contact us — we’re always happy to help.

Reply from Samsungfinance

Mar 2, 2026

We’re very sorry to hear about your recent experience and appreciate you sharing your feedback.

We understand how frustrating frequent updates and changes to your phone can be, especially when it affects usability. Please note that this relates to the device and software itself, not Samsung Finance. Our team can only assist with aspects of your loan or finance agreement, and cannot provide support for device functionality.

For help with your phone, you will need to contact their support team directly: https://www.samsung.com/uk/support/

We appreciate your loyalty to Samsung over the years and hope this helps you get the support you need.

Reply from Samsungfinance

Mar 2, 2026

Thank you so much for your 5-star review, Alice!

We’re delighted to hear that Finn was able to assist you and provide patient, kind, and helpful support during a stressful situation. We’ll be sure to pass your feedback on to him — it’s always great to hear when our team makes a positive difference.

We really appreciate you taking the time to share your experience and thank you for choosing our services.

Reply from Samsungfinance

Mar 4, 2026

We’re sorry to read your comments and would like the opportunity to look into this for you.

We have requested your details so that we can review your account. In some cases, a loan may not immediately appear in the customer portal. This can happen for a number of reasons, most commonly where there has been a change in customer details and records have not automatically matched.

Once we receive your information, we can investigate and ensure that all of your loans are correctly linked and visible within your customer portal.

Alternatively, you can contact us directly via www.samsungfinance.co.uk
with details of your loan(s), and we will be happy to review this for you and make sure everything is correctly reflected.

We appreciate you bringing this to our attention and look forward to resolving this for you.

Reply from Samsungfinance

Mar 4, 2026

We’re very sorry to hear about your experience and understand why this situation would have been frustrating.

When a device is returned at the end of a Samsung Flex agreement, the loan can only be settled once we receive confirmation from the retailer that the return has been completed. In some cases, if the retailer takes longer than expected to confirm the return, the loan can remain active for a short period, which can result in overdue reminders being sent.

Based on the information we have, this appears to be what happened in your case. While the delay originated outside of Samsung Finance, we fully recognise that the impact was felt by you and we apologise for any frustration this caused.

Thank you for taking the time to share your feedback.

Reply from Samsungfinance

Mar 4, 2026

We’re sorry to hear you experienced difficulties using the Web ID service and appreciate you taking the time to share your feedback.

We understand how frustrating this can be, particularly when you’re trying to complete a finance application. The identity verification process is designed to meet strict regulatory and security requirements, which means images must meet specific technical standards before they can be accepted.

Common reasons for this issue can include glare or reflections on the licence, the document not being fully visible within the frame, poor lighting, or the licence remaining inside a plastic holder. In some cases, the problem can also be device-related — particularly when using older smartphones, lower-resolution cameras, or devices that do not have the latest software updates installed.

If you’re still experiencing difficulties, we recommend:

Using a well-lit room with no glare or shadows

Placing the licence on a plain, dark background

Removing it from any plastic cover

Ensuring the entire document is visible within the frame

Using the latest version of Chrome, Safari, or Edge

Trying a different device if possible

Thank you again for bringing this to our attention. If the issue continues, please contact our team directly and we’ll be happy to guide you through the process or escalate the issue internally to our technical team

Reply from Samsungfinance

Oct 25, 2025

Hi – I’ve requested your details so we can resolve this for you.

You can settle your loan early via the online portal. If you’re having any issues accessing it or viewing your loan, please get in touch and we’ll be happy to help.

The best way to contact us is by sending a request through our Help Centre at www.samsungfinance.co.uk
.

If you’ve tried calling, please note that we operate a call-back system to save you waiting on hold. If all our agents are on other calls, we’ll attempt to call you back up to three times—usually within a few minutes.

Reply from Samsungfinance

Updated Oct 25, 2025

We’re really sorry to hear about the trouble you’ve had getting this sorted. Samsung Finance loans are only available for purchases made directly through Samsung’s UK website or Samsung Stores. Loans can be settled early via our customer portal or by calling us. We’ve requested some more information so we can identify your account or make sure your query reaches the right team if your loan is not with Samsung Finance. Once we have your details, we’ll do everything we can to get this resolved quickly. **Update** Thankyou for providing your details your customer portal was locked. I have now unlocked and reset it so your remaining live agreement is now viewable in your customer portal, I would suggest resetting your password. You can access your portal by going to www.samsungfinance.co.uk. From here you can make payments to settle your loan or pay arrears. If you need make a partial settlement payment or need to speak to someone please call us on 0333 00 00 777.