Samsung Upgrade issue

[xhaggotx]

I purchased an S23 Ultra in 2023 under the Samsung Upgrade program and made payments through Klarna. I skipped the S24 in 2024 and have now upgraded to the S25 Ultra. I did this through the Samsung shop and through my upgrade portal.

I received no discount on the phone as a trade in which I thought would be the case but my understanding was that as I was returning the S23 Ultra I would not have to pay the final balancing payment for it.  The final payment was taken through Klarna even though I received an email stating that the payments would be put on hold. 

Samsung Customer support are telling me that there is no refund due and the device cannot be returned to me and no discount can be given either so I'm very much out of pocket on this when I wasn't expecting to be

Has anyone else experienced this? Its definitely soured my opinion of Samsung

[Wordsmith]

Hi, I believe you made an error (I stand to be corrected...I could be wrong). You should have spoken to a customer representative before upgrading. I know that for you to upgrade to a newer device, the payment plan on the older device must have been paid off. Only then can the device be traded in for a new one. Speaking from my own limited experience.

[xhaggotx]

I even received an email when they received the device stating that Samsung would now settle the balance on my payment account and that is what happened when I upgraded with the Samsung upgrade program previously

[ngollop]

Not true as I was on the upgrade program myself. You don't need to make all payments to upgrade as it would defeat the purpose of the program itself. The program ended last year so maybe thats why

[xhaggotx]

My understanding of the upgrade program was that it was similar to a PCP style agreement on a car. I know that the scheme ended but there was still an upgrade portal for me to log into and it was from there that it took me to the upgrade option with the S25 and then I didn't have the upgrade scheme available when purchasing that device

[johnz237]

Hi! Welcome to the samsung members community!

From my understanding klarna is a separate "loan" Regardless of the situation you have to pay them back- not related to samsung. For the trade in my knowledge it's limited. I try contact samsung via email- shop.uk@email.support.samsung.com

[xhaggotx]

I have an email from Samsung trade in saying that the Klarna payments will be paused so that I could return the device and then another saying they've got the device and will settle the outstanding balance. That's what happened previous when I did an upgrade but this time despite the pause the final payment was still taken. I've emailed and called Samsung directly and they are stating that I'm not due any refund or discount and can't return the phone that I paid in full for

[xlemonsweetx]

Hi did you resolve this issue? If so, who did you contact? I have had two payments taken for both me and my husband for our old phones and we used the upgrade programme from our S23 Ultras to the new S25 Ultra. We received the same email saying payment would be paused. When I called the number on the Customer Service from that email, they said it wasn't them but Samsung who dealt with this - They were the upgrade programme team only?! Samsung gave me a number that said its not them and to try a different number I'm going around in circles. 

[xhaggotx]

Yes I did get it resolved, it did end up going to the complaints department but it got resolved. The number I was given that started me down the right path was *. I spoke to them and explained the situation then, they took my details and emailed me to confirm they were looking into it. After they said there was no refund was when I stated that I wasn't happy closing the support ticket and that's when it went to complaints. Hope that can help you as well