The trade in team are no help at all, I waited over two months for my device to be returned, they're polite enough on the phone and tell you it's getting sorted but absolutely nothing happens.
I ended up calling customer support who were nice enough to call and chase it up over the course of four days, I got my device back within a week, so I would suggest asking customer support to chase it up for you. As calling and emailing the trade in team is a complete waste of time.
Call customer support and have your order number and trade in reference number (if you still have it) ready.
I cannot fault customer support in the few times I've interacted with them.
https://www.samsung.com/uk/support/contact/All the best, hope you get it sorted.
