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Original topic:

Being charged twice by Klarna for the upgrade programme

(Topic created on: 15/02/21 11:09)
sebsal123
Apprentice
Options
Galaxy S21 Series

I recently upgraded through the upgrade programme. Samsung have confirmed my old phone has been accepted for return but havent told klarna so im now being charged for both the old phone and new phone

Klarna tell me samsung need to confirm with them that they've received the phone back. Problem is i cant get hold of anyone at samsung to help me with this. Online chat directs me to a phone number as they cant help. The customer services people dont seem to know what im talking about.

This has always been automatic and straight forward in previous years. Any idea how to get this sorted?

 

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11 REPLIES 11
Blessed4life
Helping Hand
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Galaxy S21 Series
Hi did you send the phone back to Samsung with a tracking number or without a tracking number, reason being it helped me, when I sent my phone back S10, 5 days after Samsung sent me an email & text saying they still haven't received my phone, which with tracking should have arrived the next day, I explained this & gave them the tracking number to which I'd be covered because Samsung can't deny receiving the phone, so I wouldn't be charged an extra £300 for not sending in my trade in as agreed.
Can be sorted out with a tracking number or receipt from the post office when you sent it.
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antikythera
Voyager
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Galaxy S21 Series
Klarna should be avoided at all costs, they are charging people for items they have not ordered, basically adding orders from others to the wrong accounts. The financial ombudsman in the UK is currently investigating them.
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sebsal123
Apprentice
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Galaxy S21 Series
Samsung have already confirmed they received the old phone, so they should have closed with klarna
sebsal123
Apprentice
Options
Galaxy S21 Series
can't avoid them on the upgrade programme. this one is down to Samsung not informing them they've received the old phone
antikythera
Voyager
Options
Galaxy S21 Series
So Samsung are using Klarna specifically then, oh dear...
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Blessed4life
Helping Hand
Options
Galaxy S21 Series
Well you should have an argument, they record all their calls plus you should of received a reference number for the confirmation of them receiving the handset, hopefully they will reimburse your payment to klarna, hopefully.
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Philurry
Apprentice
Options
Galaxy S21 Series

Can you tell me if they sent you one or did you arrange to send it back yourself? 

I have emailed Samsung support because I haven't been sent a recycle pack - but when filling out the forms for the S21, I was asked about the condition of the phone I'm trading in, which is why I would have expected a recycle pack by now.    I've been charged for both old and new device (obviously, I have both and this is just a timing issue). 

They haven't responded yet and I can't get through on the phone (live chat doesn't seem to work for me either, does nothing when clicked).

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sebsal123
Apprentice
Options
Galaxy S21 Series
I got the pack from Samsung with a prepaid label, tracking number from the post office, then an email to confirm they'd received and accepted the trade in
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Philurry
Apprentice
Options
Galaxy S21 Series

Thanks - looks like something has gone awry with my order then as this is the 3rd time I've upgraded and the previous times they've always sent a recycle pack.  I'll see if they finally respond to my email.

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