Promised refund not received, customer service went silent. Ordered a Motorola Razr 50S which I requested to cancel prior to dispatch via the Phonebot AI assistant shortly after ordering on Sunday 17/05/2026. Two separate support tickets were generated for the cancellation.
On Wednesday 20 May, Phonebot Support emailed me explicitly confirming that the refund request was with the relevant team and was "expected to be processed by the end of today or, at the latest, by tomorrow [Thursday 21 May]".
Thursday passed with no payment. I sent a polite follow-up on Friday morning requesting the bank transaction reference number so I could track the funds, but Phonebot has completely ignored the email. It is now Tuesday 26 May—well past their self-stated deadline—and the funds have still not been returned to my account, nor have I received a courtesy reply.
- Warranty Claim Made: No
- Product Purchased: Motorola Razr 50S 5G (256GB) [Like New]
Update (4 June 2026): Following this public review, Phonebot management personally phoned me to apologize, escalated the file, and processed the refund. The funds successfully cleared into my account today, 18 days after the initial cancellation. The matter is now resolved.
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Hi, Thank you for your feedback, and please accept our apologies for the frustration this situation has caused.
We have reviewed your case and have already escalated the matter with our Accounts Team to investigate the delay and ensure everything is progressing as expected. We are actively following this up internally and expect the refund to be finalized within the next 24 hours.
We will also be sending you a direct email update regarding the outcome of our investigation. Once the refund has been processed, we will provide you with the refund confirmation and transaction details for your records. In addition, a member of our Customer Service Management Team will personally contact you to confirm that the funds and refund receipt have been received successfully.
This is certainly not the experience we aim to provide, and we appreciate your patience while we work to bring this matter to a prompt resolution. Thank you for giving us the opportunity to address your concerns, and we look forward to resolving this for you shortly.
Kind regards, Team Phonebot