State Bank Of India [SBI] — Chargeback dispute closed in favour of Samsung(Merchant) but where did my money go!

So, all this nightmare of a mess started when I ordered a Refrigerator from the Samsung website on 10 Oct 2021 with my SBI Credit Card as it had some discount.

I got It delivered on 12th or 13th October. Samsung authorized technician arrived at my residence on the 14th for the installation and Demo. While he was removing the package to unbox the refrigerator I was recording the unboxing in the meanwhile.

Just as the last cover was removed, to our surprise, the edge of the Refrigerator's top door was severely damaged and the refrigerator had also suffered few dents here and there. For reference, attached photos along with the technician's signature indicating product was damaged.

I then contacted Samsung store customer support at support.[protected]@samsung.com and they failed to respond in a given time frame(48 Hours). For the sake of their beloved customer, they responded me after 1 goddamn month, maybe after they woke up from their sleep!

But in the meanwhile, I had already filed for chargeback dispute with SBI chargeback team against Samsung for delivering damaged product and that they were not responding to mails. I filled the dispute form with all the required details with proofs attached. Transaction Dispute[protected], Transaction Dispute[protected].

As per the transaction dispute details, SBI had contacted Samsung regarding this issue. So this where both the bank & Samsung [censored]ed things up for me. No one communicated properly with each other. SBI charge back team says they asked Samsung to process for refund but Samsung instead misled the bank by providing them with just delivery proof of Refrigerator. They completely hid the fact that they had delivered damaged product to the customer.

Not sure what SBI charge back team thought of that proofs they had provided. And they never even tried to understand my actual concern in the first place. They just closed the dispute in favor of Samsung saying I didn't provide the valid documents of proof of returned item/goods (proof of refrigerator being sent back to Samsung).

Samsung had finally responded to me about pick up of the product around the end of the November(24th I believe) and they did pick it up later around the first week of the December. I also notified this with SBI chargeback team.

To this day, Samsung's website still says item as delivered instead of returned status. And they're very adamant and not providing me with the acknowledgement proof showing item has been returned to them.

First, Samsung misled and behaved fraudulently with my Credit card bank by showing only the document proof of the item's delivery and never mentioned that they had delivered the damaged product.

Second, SBI charge back team failed to understand that their Credit card customer received a damaged product and the merchant didn't respond to the customer's emails. They should have proceeded with the dispute fairly as per customer's proof and on behalf of them. But they failed to.

And whenever I try to contact the charge back team I just get the same reply like a bot that I have to contact Samsung. Screenshot attached.

And Samsung's reply to my query about refunding is just the same bots like reply.
"The amount 33300/- has been charge backed on[protected]. hence, we request you to coordinate with the respective bank."

I believe the customer support teams of SBI and Samsung are some 10 year old kids who never attended customer service training.

At this point I'm just being bounced backward and forward like a tennis ball.

Kindly open a consumer complaint against Samsung India too.

Who has my goddamn money?!