Stuck being charged for 2 phones

[Hade95]

A month has gone by since I upgraded with the Samsung upgrade programme. I've contacted Samsung twice about the returns packaging for the old phone not being received and I'm still without it. Klarna won't do anything to help so I'm just stuck paying for the new and the old phone 😒

Extremely frustrating.

[Glenntech]

Did you not get a returns letter with a postage label in the packaging with the new phone?
Should be on an A4 sheet of paper
Either that or get them to email you the returns postage label and then you can print it off

[Blessed4life]

Hi, contact Samsung customer service & request an address for where the returns package would be sent to, that way you'd have a receipt proving they sent you the address incase they say they didn't receive it (with a tracking number) & I know you'd have to pay for it out of your own pocket but it would put an end to the double payment.
Hope you sort out this unfair situation.

[Hade95]

Nope. I contacted them and they said they would send the information but nothing yet.

[Hade95]

I've been considering doing that, I don't care about paying for the return myself as long as I can get rid of the old phone.

[Glenntech]

I've had some success going through Twitter customer support. Seem to get a better response from them.
https://twitter.com/SamsungHelpUK?t=CfkoDsA090JWOKS75K-oig&s=09

Bare in mind that it can take a while for them to get back to you.
Either that or if you have a Samsung Experience Store near you, pop in and they should be able to get somewhere for you

[StuartR]

They should be able to email you a returns label without the need for you to pay for the return..

I've also read posts on here that say they had the prepaid returns label attached to one of the emails they received from Samsung.

[Hade95]

I assumed so but every time I ask for the return label they say it'll be 3-5 days. I'll try asking specifically for it to be sent by email

[Hade95]

I could try that, thanks.

[StuartR]

By the sounds of it I'm pleased I don't have to deal with Samsung support as they appear to fall well shy of the mark.. Good luck sorting it out.