@Lembo wrote: @Daisenberg wrote: @@ Hi @Lembo  does your order say preparing for dispatch when you go to your My Account orders page?  Mine still says Order Placed and I ordered on 15th Feb.  Also, the email confirmation saying shipped by 9th but the My Account page says the 10th..   Thanks for that.  Possibly due to my order being placed after yours (as yours was the 12th Feb).  ... View more

@Lembo wrote: I ordered on the first day and got declined.  Tried another browser which worked not knowing that the 'declined' went through. Had to cancel one of the orders.   Got an apology as they took two deposits.    Mines now preparing to be dispatched from yesterday 😃 Hi @Lembo  does your order say preparing for dispatch when you go to your My Account orders page?  Mine still says Order Placed and I ordered on 15th Feb.  Also, the email confirmation saying shipped by 9th but the My Account page says the 10th.. ... View more

Just had a phone call from Klarna bank.  They accepted there were issues affecting customers using the Upgrade Program and that they are taking steps to correct the fallout regarding credit searches.   I suffered the issue whereby my application for credit was successful (direct debit mandate email and 10% deposit taken from bank) but I was not able to sign the credit agreement digitally.  This resulted in a hard credit search but no trace of my details with any of the companies (Samsung, Klarna or Close Bros.).   I have since ordered using the 3 installments option as this only conducts a soft search and I did not want any further hard searches. The advisor I spoke over the phone admitted the issues faced by a number of customers and that they are looking to rectify these mistakes.  For me, they agreed to remove the hard search (Klarna have emailed me this so I have this in writing) on the basis that no agreement was finalised during my first attempt and I have since opted for a different payment arrangement.   If anyone else is worried about the hard searches, please be aware that Klarna are able to remove the searches but the process can take up to 60 days.  This was the most concerning point for me so be assured that this can be rectified and that Klarna do seem to be holding their hands up and trying to fix these issues.   I also noticed that they are also conducting manual credit applications for those who were accepted, but were not able to sign the credit agreement digitally.  This means that if you want to proceed with the upgrade, they can arrange the credit agreement manually and if you have had multiple hard searches, they will remove these and only leave the 1 hard search.   Hope this helps! ... View more

@Clive7409 wrote: I'd like to be contacted also.   First time failed (12/02) to be able to sign the agreement & hard searches done on my credit by Klarna. Received email about DD being set up & a pending transaction on my card which was returned some 2 days later.   Second attempt (14/02) worked & have my Samsung order number. Klarna show the new order in the app but have not sent a copy of the credit agreement or DD mandate so no record to prove credit application signed for etc. But i'll bet i have more hard searches for credit due to the second attempt, which is not good as this reflects on my job as my financial records are reviewed for certain aspects!!!!   Contact Klarna who say Samsung at fault as account not active so they cannot issue credit agreement, Samsung say everything good phone Klarna.    This whole issue is now farcical. Samung you contracted Klarna as the provider for credit hence they are your supplier legally contracted to you, you are my supplier so the purchase & credit options legally lie with yourself from my view hence you are responsible for sorting this not us the customer!!!! Experienced the same scenairo so require a PM ASAP. ... View more

@SteveJWard wrote: Just received this. Think it applies to all of us that were unable to digitally sign the agreement at the end of the process.   Clearly then no contract or agreement to follow if ALL pending deposits are being returned.  It does then raise the question over what they want to do over the multiple successfuk credit searches that yielded no agreements...  Exactly.  We have been hard searched with nothing to show for it.  Potentially damaging your creditworthiness.  I have the Search Reference showing under the details of the search on Credit Karman; surely our information has been stored within their back-end systems?  If so, I am inclined to demand that they explain why they can't use this information to process the order (rather than going through the online process again and being hard searched again).  Or, if they have lost our personal information, this would be a breach according to GDPR:   https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/personal-data-breaches/ What is a personal data breach? A personal data breach means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data. This includes breaches that are the result of both accidental and deliberate causes. It also means that a breach is more than just about losing personal data.   Example Personal data breaches can include: access by an unauthorised third party; deliberate or accidental action (or inaction) by a controller or processor; sending personal data to an incorrect recipient; computing devices containing personal data being lost or stolen;  alteration of personal data without permission; and loss of availability of personal data. ... View more

@1970blf wrote: I just received this email from Klarna, hopefully relates to my original order and not the one placed today.    Dear customer, We are aware that there has been an issue where deposits attempted, before your application was complete, are showing as pending payments. We released a fix yesterday to ensure that the hold on these payments is removed. This may take a few days to reflect on your bank account depending on how quickly your bank can action the removal request. We would like to apologise for the inconvenience that this has caused and thank you for your patience in this matter. Just got this email.  Doesn't tell us what to do next though?   ... View more

@R12wan wrote: I was also worried about the second credit check on my name, but this can be resolved by contacting the credit reference  agency.      How can this be resolved?  A hard credit search cannot be removed UNLESS: Someone fraudulently applied for a credit account using your information A creditor pulled your credit even though it didn’t have your permission The credit bureau mistakenly added the inquiry to your report https://www.creditkarma.com/advice/i/how-to-remove-hard-inquiries/   Can you advise if you were able to get a search removed?   Thanks ... View more

Have you checked TransUnion (Credit Karma)? If a hard credit search has been conducted, doing another might not be a good idea! ... View more

@Beany wrote: I did my upgrade but it said nothing about trading in my s10 from last years anytime upgrade?  Doesn't sound like you upgraded.  It should ask about the condition of your S10, i.e. screen damage etc.. ... View more

@BDante wrote: I just spoke to someone at Klarna who said to ignore the email confirming the agreement/DD, their system got no further than setting up an account for me. Which would tally with no purchase or scheduled payments showing in my account. The deposit won't leave my account. Not entirely sure I believed him, but there we go.   He was less certain about searches already on my file or what would happen when I try again. I guess I'll find out... It is worth mentioning that although they didn't go as far as setting up the direct debit (even though the email stated otherwise), they still conducted a hard credit search which shows under your TransUnion credit profile (Credit Karma).  The fact that they conducted a search implies they have received your details in order to assess your credit risk. What they have done with those details is questionable.  It appears they will state they have no record of our transactions and simply ask for us to go through the process again.  If that's the case, you will have TWO (or more) hard searches on your account, potentially impacting your creditworthiness.  We are being punished for something which is entirely NOT our fault and since there is no way to remove a search from your file, you will have to wait 2 years for it to naturally disappear.  I can't see how they can rectify this for us at this point.. ... View more

  Just had this message from Samsung. ... View more

@sammyh25 wrote: @Daisenberg Two emails arrived within minutes of making the transaction, then the Samsung website timed and said payment failed!  Hmm.  Only got one email with the DD mandate at 06:51 this morning.  Just wondered if yours was before or after mine.  Do you mind if I ask what the other email was and were you able to select Sign Credit Agreement?  I went through the process and remember it specifically stated Application Successful but the page timed out whilst I tried to click Sign Credit blah blah ... View more

@sammyh25 wrote: @Daisenberg It is on the Home page and is a title under transactions. The tile has the Samsung logo and the value of the credit agreement.  Thanks very much!  No sign of it however.  When did you get the direct debit email out of curiosity? ... View more

Got the app, it has my bank account in there and my live chat history, but no Credit Agreement so far as I can see. Where in the app did you find it? ... View more

Did you get an email from Samsung advising the order was placed? I assume an automatically generated email is sent once Samsung get the confirmation from Klarna. If that's the case, contacting Samsung is a waste of time, they just blame Klarna. ... View more

Had exactly the same issue. Contacted Samsung, they said speak to the lender. Spoke to Klarna, they said speak to another company on a number: 0333 321 6080. Klarna stated they were taken over by another company recently. I can see the Hard Search on my TransUnion Credit Report so I don't want to create another search!! ... View more