same as me i sent it on to samsung but the want more proof of purchase i asked 3 for an electronic receipt but the just sent a paper one 🤔 been on to 3 for a second time and the still sent the same one i got the first time
they said they would send me proof and it would be with me in 30 min, 2 hours later still didn't have it. so contacted them again and they said there was an error with my email address but it was sorted, had to wait up to 2 hours for it. 3 hours later still nothing. contacted again and they said it's sent but can take 4 hours (convenient that 3 helpline shut in 3 and a half hours). finally had 2 emails with proof the next day, but was such a pain!
I've had the same problem, but whereas some are waiting for proof I already uploaded that and still got no answer, *****ing annoying, so sent them emails but haven't still got a reply......well wish you all the best
they sent a msg saying they have sent a email regarding some issue with missing information, but I've not been sent one, even looked in spam, that's why I've emailed them again, as I've said never had a problem before this, always a first ey??!!