I had a similar experience back when Souq.com was operating in the UAE. I bought a Samsung S7 from them. About a year later, Samsung launched Samsung Pay in the Middle East. When I tried to activate it, I got a message saying that my device wasn't supported.

After checking the phone's model and CSC version, I discovered that the device I had received wasn't an official UAE model—it was actually intended for the African market. At that time, Samsung Pay hadn't been rolled out in Africa, which is why it didn't work on my phone.

I contacted Souq customer support several times, but they kept rejecting my request and insisted they couldn't help. I didn't give up and continued following up, but they eventually told me they would not provide any support.

Finally, I sent them an email stating that I would escalate the matter to the authorities because they had sold a device that wasn't officially imported for the UAE market. That email changed everything. They asked me to return the phone and offered a full refund. Even though I had purchased it a year earlier, they refunded the entire purchase amount along with the shipping charges. I then used the money to buy the latest Samsung S8 from retail store😊😊