Samsungfinance Avis 

Réponse de Samsungfinance

4 mars 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.

Réponse de Samsungfinance

4 mars 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

Réponse de Samsungfinance

25 oct. 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.

Réponse de Samsungfinance

Actualisé le 25 oct. 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.

Réponse de Samsungfinance

22 oct. 2025

Thanks for taking the time to leave a review. Glad we got that sorted for you

Réponse de Samsungfinance

22 oct. 2025

Hi. Thank you for taking the time to write your review.

We’re really sorry to hear about the difficulties you’ve had at the end of your FLEX loan – we completely understand how frustrating this must have been. Thank you for sharing your feedback, as it helps us improve the support and guidance we provide.

Please note that the Flex lounge is operated by Samsung and different to the Samsung Finance Customer portal To see the available upgrade and Walkaway options, please visit:
https://www.samsung.com/uk/samsung-flex/ your options become available in the final 30 days of the loan where you can choose to upgrade or return the device.

From there:

Click “My Flex Account”

Enter your loan agreement number and last name

Click “Submit” to view your options. Please note you will only be able to access the Flex lounge when you become eligible for an upgrade and the returns option will only show once you enter the returns window which is after your final standard instalment has been paid, prior to your final payment becoming due. Once the returns window is available the option will show in your Flex lounge and you just need to follow the instructions to return your device.

If you need further assistance with the return process, please contact Samsung Flex Lounge support on 0330 7267 467.

When prompted, select Option 3, then Option 2

Be sure to specify whether you’re calling to:
• Initiate the Walkaway scheme
• Initiate a return as part of the FLEX upgrade scheme

If you’re following up on the status of a device you’ve already sent back, please contact MTR (Samsung’s recycling partner) directly on 0333 2079 676.

For more details, you can also visit our Help Centre here:
https://help.samsungfinance.co.uk/hc/en-gb/sections/12294928155292-About-Samsung-Finance-Flex-loans

If there’s anything further we can do, please don’t hesitate to reach out and we will be happy to assist you. https://help.samsungfinance.co.uk/hc/en-gb/requests/new?

Réponse de Samsungfinance

22 oct. 2025

Thanks for your feedback! Great to hear our team was able to help with your payment date change.

Réponse de Samsungfinance

24 sept. 2025

Hi Maisy,

Thank you so much for your lovely review! We’re delighted to hear that our team could help you so quickly and make updating your details hassle-free. We really appreciate you taking the time to share your experience – it means a lot to us. We’ll be sure to pass your kind words on to the team member who assisted you!

Thanks again,
Samsung Finance

Réponse de Samsungfinance

24 sept. 2025

Hi David

Thank you for your feedback. We’re really sorry to hear about the difficulties you’ve experienced when uploading your ID. We understand how frustrating this can be, especially if you’ve successfully provided documents before.

While our customer service team unfortunately can’t intervene directly in the verification system, some steps may help improve the chances of a successful upload – you may already be aware of these, but it’s worth double-checking:

Use a clear, well-lit photo of your ID with all details visible.

Make sure the entire document is in frame, not cropped or cut off.

Avoid glare or shadows on the ID.

Use a supported browser and ensure it’s fully updated.

Try the upload on a different device if the first attempt fails.

Clear your browser cache and temporarily disable extensions that could interfere.

Ensure your internet connection is stable.

We really appreciate your patience and are sorry this has caused inconvenience.

Thanks,
Samsung Finance

Réponse de Samsungfinance

22 oct. 2025

Thanks for taking the time to leave a review! We’re pleased you were happy with our prompt response.

Réponse de Samsungfinance

Actualisé le 10 sept. 2025

Hi. Thank you for taking the time to write your review.

We’re really sorry to hear about the difficulties you’ve had at the end of your FLEX loan – we completely understand how frustrating this must have been. Thank you for sharing your feedback, as it helps us improve the support and guidance we provide.

To see the available upgrade and Walkaway options, please visit:
https://www.samsung.com/uk/samsung-flex/

From there:

Click “My Flex Account”

Enter your loan agreement number and last name

Click “Submit” to view your options. Please note you will only be able to access the Flex lounge when you become eligible for an upgrade and the returns option will only show once you enter the returns window which is after your final standard instalment has been paid, prior to your final payment becoming due. Once the returns window is available the option will show in your Flex lounge and you just need to follow the instructions to return your device.

If you need further assistance with the return process, please contact Samsung Flex Lounge support on 0330 7267 467.

When prompted, select Option 3, then Option 2

Be sure to specify whether you’re calling to:
• Initiate the Walkaway scheme
• Initiate a return as part of the FLEX upgrade scheme

If you’re following up on the status of a device you’ve already sent back, please contact MTR (Samsung’s recycling partner) directly on 0333 2079 676.

For more details, you can also visit our Help Centre here:
https://help.samsungfinance.co.uk/hc/en-gb/sections/12294928155292-About-Samsung-Finance-Flex-loans

We truly value your 20 years as a Samsung customer and hope this helps resolve things quickly for you. If there’s anything further we can do, please don’t hesitate to reach out and we will be happy to assist you. https://help.samsungfinance.co.uk/hc/en-gb/requests/new?

Kind regards,

Réponse de Samsungfinance

3 sept. 2025

Hi Sirilak, thank you for reaching out and sharing your situation. From your message it isn’t clear whether you currently have a finance agreement with us, but we’d really like to make sure you get the right support. The best next step is to contact our Customer Support team directly through this link: https://help.samsungfinance.co.uk/hc/en-gb/requests/new
. Our team can check your details and talk through any options available.

As a responsible lender, we always need to make sure any finance we provide is affordable and appropriate. This does sometimes mean we’re not able to approve or continue with an application, but please be assured we’ll always do our best to support you if your account is with us.

If it turns out you don’t have a finance agreement with us, we’d recommend speaking with the company you purchased your phone through, as they’ll be best placed to help.

We hope things get sorted quickly for you, and please don’t hesitate to get in touch with our team via the link above if you think your agreement is with us.

Réponse de Samsungfinance

3 sept. 2025

Hi Paul, thank you for taking the time to share your experience. We’re really sorry to hear how frustrating it was trying to upload your driving licence, and we understand how inconvenient it must have been to keep trying without success. We’re glad to hear your passport upload worked, but it shouldn’t have been so difficult in the first place.

Your feedback is really valuable, and we’ve shared your comments with our technical team so we can review and improve the ID verification process. We never want our customers to feel that the process is a barrier, and your input helps us make things better.

If you need any further support with your agreement, please don’t hesitate to get in touch with our team via https://help.samsungfinance.co.uk/hc/en-gb/requests/new
.

Thank you again for your feedback,

Réponse de Samsungfinance

4 août 2025

Thanks so much for your kind review. We're really pleased to hear you had a good experience with us and that everything went smoothly. It's great to know the service and product lived up to your expectations. We always try to look after our customers, so it’s lovely to see that come across. Thanks again for the recommendation — it means a lot.

Réponse de Samsungfinance

4 août 2025

Thanks very much for taking the time to leave this review. It’s great to hear that you've had consistently positive experiences with us over the years. We're glad the service has been helpful when it comes to managing the cost of your Samsung tech. We really appreciate the recommendation — thanks again for your continued support

Réponse de Samsungfinance

4 août 2025

Thanks for the great review! We're really pleased to hear you found our customer service helpful. We always aim to make things as easy and straightforward as possible, so it’s great to know that came across. Appreciate you taking the time to share your feedback.

Réponse de Samsungfinance

23 juil. 2025

Thank you so much for your amazing 5-star review! We’re thrilled to hear that you've had such a consistently positive experience with us — it really means a lot to know that even after 15 or 20 calls, our service has always met your expectations.

We work hard to provide helpful, reliable support every time, so feedback like this truly makes our day.

Just as a reminder, you can also manage your account through our online portal, and our Help Centre is available 24/7 to answer common questions and guide you through anything you might need.

Thanks again for your kind words and for being such a valued customer!

Réponse de Samsungfinance

23 juil. 2025

Thank you so much for your fantastic 5-star review! We're delighted to hear that your call was answered quickly and that our team member provided such helpful and friendly service — we always aim to exceed expectations, so it's great to know we achieved that for you.

We also really appreciate your suggestion about making part payments online. At the moment, full settlement can be completed via the portal, but part payments are handled over the phone so we can offer personalised support — whether that means reducing your monthly payments or shortening the loan term while keeping the payments the same.

That said, we’re pleased to let you know that we’re planning to introduce part payment functionality to our online portal in the near future, making it even easier for customers like you to manage your account in the way that suits you best.

Thanks again for your kind words and continued support — we’re so pleased to have you as a valued customer!

Réponse de Samsungfinance

17 juil. 2025

Thank you so much for your kind words! We're thrilled to hear you had a great experience and that Abigail was able to help resolve your issues quickly and professionally. We'll be sure to pass on your lovely feedback to her – it’ll make her day!

If you ever need anything else, we're always here to help.

Thanks again for sharing!