Foxway created an invoice and not cancelling it even when they said they will

[nemo0]

Hi,

I had purchased a new device s24ultra in January and used the trade-in option but the new device had problem so I had to send it back. 

Long story short I have talked more than 10 times with samsung and almost 6 times with foxway as they kept sending me invoice and saying I didn't pay the money or sent the old device when the whole duration I was waiting to get my new device back.

Now today is the last day for the invoice and someone from foxway had contacted me last week that they will restart the process but invoice is still active. I also got threatened that an external debt company will start coming after me. 

Do I need to worry or should ignore it and only send the old device back (I got new device last week after months of waiting) when they restart the process? 

[Anonymous User]

If you have a complete documentation of the entire process, I wouldn't worry.
Welcome to the Community 🤝🏼

[nemo0]

Yes I have the emails and communication with samsung saved.

Thanks for the welcome

[KiraF]

Hi @nemo0,

I moved this thread to the Shop board, since it is related to an order you placed there.

You already received your replacement device, is that correct? Did the support tell you that you are going to receive another shipping label for the trade in device? 

[nemo0]

I have received the device 4 days ago. I had received 14 day label almost a month ago from Foxway which I'm trying to get it cancelled. Then I received an invoice 17 days ago which again I tried to get them cancelled.

Recently I have received their email asking me if I want to reset the process (which obviously I want to as I have told them multiple times), but the invoice is still active.

[KiraF]

Can you please give me your order number from the online shop here, @nemo0?

I can forward it to our contacts from the shop team and ask them to help you out here.

[nemo0]

Here it is, DE240118-72459459. Thanks.

Ask them to tell them to cancel the invoice without asking me first. So what happens is that whenever Samsung support forwards my request to them, they email me asking if I want to cancel the invoice and then totally ghost me.

[KiraF]

Thank you. I explain everything to them and ask if they can help sorting it out.

[KiraF]

The shop team asks if you could open a support ticket via our contact form: http://spr.ly/DESamsungShopSupportEnglish

They need the ticket to document everything and contact you directly. EDIT: You can also re-open a ticket, if you already have one for that inquiry.

They have also contacted Foxway and asked them to reset the process.

[nemo0]

I have opened a support ticket. Thanks a bunch