Upgrade program received another return pack

[hipwell]

So I got my fold 3 a week early on my upgrade program, they then proceeded to send me the return pack for the old phone (note 20 ultra) so I returned it, and tracked it untill it was received by Samsung.

I then got an email just over a week ago saying the upgrade was complete, they would pay the debt off with klarna - which still hasn't been done. 

Today In the post I got another returns pack with a new reference number but the same IMEI number of my old phone which I had already returned. 

This set off the alarm bells as I'm now thinking they haven't received my old phone and the fact the new letter has got a new reference number is worrying. I contacted Support tonight who weren't much use to be honest and said I've got to wait 48 hours for a reply. 

Has anybody else received a second returns pack? 

[hipwell]

Any luck? Perhaps trading trandards might be able to help. Now that the payments have resumed and you have returned the phone, it's basically theft

[RoyP007]

Finally...got an email from klarna to say return has been completed. Maybe they are starting to get their act together. Hope everyone else will get this resolved soon.

[hipwell]

Did you get a refund on the additional payment they took?

[RoyP007]

No not yet as I have to call samsung up, go through customer service again, and ask them to raise a credit note.

[RoyP007]

Just an update. You have to contact klarna again to process any refund. They have to pass it on to their Repayments dept for this to be looked into. I had to give them the date when samsung sent the confirmation that the upgrade had been completed...