I know it's taking some time, but we're getting there. I've been shared some information about the type of credit searches that are done, I hope that this helps.    ^SachikoT   A Message from Klarna about credit checks We have investigated reports from some customers of multiple hard credit searches showing up on customer files following the application process. Our investigations have concluded that we are not making multiple hard credit searches, however, we are now working with Transunion to understand why they are informing customers that there are.     For clarity, the process is that one hard credit search is made at the start of the first application along with a number of soft searches. For any subsequent applications within a 90 day period, only additional soft searches will be made. Soft searches are required for our ID, KYC, and AML checks, and are only visible to you and do not affect your ability to apply for any other credit.    Please be rest assured that if we do identify any additional hard credit checks made by Klarna they will be removed. This may take up to 5 working days to complete. We will write to any customers affected by this to confirm that this request is being submitted. ... View more

@Dr_ic2, I'll try and connect the dots between the Samsung Shop and Klarna and get you an update.    ^SachikoT ... View more

@Dr_ic2, you don't have to get klarna to do anything.  Let me have a word. Really want to make this as easy as possible for you.   ... View more

UPDATED  Good evening everybody, me again.    I think it's been another long day for us all, but a lot of things are moving forward. I'm so happy to see that a number of you on the thread have started to receive your callbacks from our partners at Klarna,  who are best placed to talk to you about what has happened.    For those of you who haven't yet received contact, it's coming, as long as you have left your details with @Sam_UK , @CarlH, @AntS   and @SachikoT .If you haven't been PM'ed one of us, please message @Sam_UK.    We also recognise that a few of our range have already gone out of stock on the store, so we want to know what device you want (the mods have been asking but I will here too).    [Version- s20/20+s20Ultra] [Memory size] [4G/5G] [Colour] eg. S20+ 128GB 5G Black   Thanks, Sachiko       ... View more

@theroninhunter, We're creating a summary of your experience and sharing them with Klarna. They will be proactively contacting you. This is the information that I have so far.   ^SachikoT ... View more

Please can you confirm if as well if you are being rejected or you cannot click 'Sign the Agreeement'   @SachikoT wrote: If you're having issues with the 'Sign the Agreement' please share:  Device: Browser: Version: We can see this is being used and really want to help. We're trying to learn from you to get the information to the right people.    ^SachikoT   ... View more

An update from Klarna Bank AB ------------------------------------------------------------------- Multiple Credit Searches We have been investigating reports of multiple hard credit searches to try to understand these in more detail. Each customer should have one hard credit search and multiple soft searches for their first attempted purchase. Then, if another attempt has been made, customers should only have additional soft searches appearing on their Credit File. We are aware that in some cases customers have reported that they have identified multiple hard searches on their Credit File, which we are investigating further with Transunion (Klarna’s Credit Reference Agency). We are speaking to Transunion again on Tuesday morning for an update. If there are instances where multiple hard searches have been made for one attempted Samsung Upgrade Programme purchase, please be assured that we will arrange for any additional hard searches to be removed. Declined after being accepted If you have been accepted for the upgrade programme and subsequently experienced an issue where you were unable to sign the credit agreement to complete the application and have since been declined, we are currently working on a process where you will be able to re-apply successfully. We will provide an update once this is in place and notify customers when they can re-apply. Deposits If you experienced an issue regarding multiple deposits being taken, we can now confirm that all customer deposits have now been released (where applicable). Customers affected will be able to see the removal of the deposit hold on their bank account within 3-5 working days. How long this takes will depend on your bank and how long they normally take to remove the deposit payment hold. Unable to sign agreements For those individuals that were unable to sign their credit agreements, this issue has now been resolved.   ------------------------------------------- ... View more

If you're having issues with the 'Sign the Agreement' please share:  Device: Browser: Version: We can see this is being used and really want to help. We're trying to learn from you to get the information to the right people.    ^SachikoT ... View more

Hi Everybody. I've just got home from the office. I'm catching up on this thread and my PMs and will post an update for you all.    ^SachikoT ... View more

Hi Everybody, me again. Apologies that I have not yet got back to you all today on the thread (but thankful that our Community Lead @AntS is keeping a close eye on this)   We believe that the best way for us to get you the help you need is for us to share your individual case summaries with Klarna and for them to proactively reach out. From your responses to PMs from me, @Sam_UK  amd @CarlH we have been creating these so that they have the right information when they reach out. We are in the process of sharing these with Klarna.    We want to avoid any further confusion or disruption to your experience, so want to own this from here with our moderators reaching out to Klarna directly, rather than getting you to go to customers   Where we can provide more general updates, we will update in this thread.   ^SachikoT ... View more

@Matncharlie Let's get you added to the list and sorted. I've sent a PM of what we need. ^SachikoT ... View more

PM-ed you, @SteveJWard.  ... View more

Thanks @AidenC . Did you get a message about problems with messaging @Sam_UK? Will look into that too  ... View more

I've dropped PMs to @AidenC , @Quality420, @Lochaos , @Sam_UK @Grzegorz79. Other PMs will have been sent by @Sam_UK, do check your inboxes.    If you haven't received one for any reason.... Let yourself be known in the thread by tagging me @SachikoT     I'm going to be around for a few more hours. We will be escalating all of your experiences, so if you need more time, don't worry.    ^SachikoT ... View more

This is all on me, guys!  I had to make an excel sheet of your usernames late last night for the call this morning and I may have had some typos. @CarlH  has been working with it and also going through the thread, he will collate your case.    @Lochaos, we have mods here until 9pm tonight. I'll come back in about 1 hr    To anyone we haven't got to, please let yourselves be known! Tag @SachikoT  and @CarlH  when you post.    ^SachikoT ... View more

This isn't intentional, @Omega37, sorry if that this has added to your frustrations with the Upgrade Programme. We want to help.  We've been scrolling through all of your comments and reaching out to everyone and create a list (we're doing our best!).    @CarlH  can you PM and capture the case details so we have them for tomorrow?    ^SachikoT ... View more

@Rosieg , @H0v1s  and everyone on the thread. I know @CarlH  has dropped you all a PM now so that your cases can be picked up, we'll be pushing this from the Community and get you back on track. With what you share, and if you want us to, we will share a summary of your experience with Klarna and work out what your next steps are to get this fixed.    I am signing off for a bit now. But will be back tomorrow and talking with Samsung Shop and Klarna (armed with your cases discussed with our mods - if you've replied! *nudge*). We'll be monitoring this  for you until its fixed!   If anyone needs some help, give us a shout on here.    ^SachikoT ... View more

@yamyam67 wrote: Where do I advise moderators that I've been declined approx 15 times? Klarna has advised:  Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches   Our moderator will be capturing some info from you via PM   ^SachikoT ... View more

@H0v1s wrote: Has anyone else been in contact with #BBCClick, if not get on the case they are very interested and post a link to this forum. Samsung are out of contract so i believe we are within our rights to return our S10's and ask them to cancel DD and cancel the contract due to Samsung Klarna being out of contract. You should not be out of pocket due to an upgrade, multiple credit searches will cost you more and potentially get credit resual or even worse effect future mortgage applications. So Monday morning if we all contact Samsung to cancel our agreement and send them back their S10's and we can all get on with our lives with an Iphone or Huaweu Response from Klarna Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches   ^SachikoT ... 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!!!! Response from Klarna Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches Customers will be sent PDF's of their credit agreement and DD within the coming days once these issues have been resolved ^SachikoT ... View more

@Daisenberg wrote: @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. Klarna has responded with:  Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches Customers will be sent PDF's of their credit agreement and DD within the coming days once these issues have been resolved   ^SachikoT ... View more

@Rosieg wrote: Because my credit score is now zero through no fault of my own I can't even apply to buy another phone with another supplier!!  Response from Klarna Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches ... View more

Response from Klarna Klarna will be resolving the issue regarding multiple credit searches following an investigation with Transunion on Monday, once resolved we will remove all the incorrect searches   ^SachikoT ... View more

@Lochaos wrote: I've had this email come through just now from credit Karma.   Your credit report has been updated with new information. Your credit alerts Hard credit search -   Klarna AB (CVAL, SR, AR, SA)   as carried out a credit application search. Hard credit search -   Klarna AB (CVAL, SR, AR, SA)   as carried out a credit application search. Hard credit search -   Klarna AB (CVAL, SR, AR, SA)   as carried out a credit application search. Do you recognise this information? See what impact it has on your credit score and what you can do about it.   Samsung and Klarna better sort this out as my order didn't even get past the deposit stage. From the Klarna Team:  Klarna will be resolving the issue regarding multiple credit searches following investigations with Transunion on Monday, once resolved we will remove all the incorrect searches ... View more

@Rees82 wrote: They told me because I couldn't sign the agreement.. no credit check was carried out.   I don't believe a word the little slimeball was saying though Klarna have advised "A credit check would have been carried out and will be removed if relevant, the issue regarding signing agreements has now been resolved"   ^SachikoT ... View more

Me again, I've been in touch with the people at Klarna, who have been reading this thread and have given me  some answers to your questions in your posts which I will be posting up now.     ^SachikoT ... View more

Hi everybody,   I am going to recommend to all of you who have previously made an attempt to re-join the upgrade programme, to not resubmit again on the website right now. It's clearly not the right way for you. One of our Moderators will collect your information and create a case for Klarna to handle. If you have not yet tried to enter the  Upgrade programme, the site fixes will allow you to sign the claim and be supported.  Thanks, Sachiko   ... View more

Just to make sure that both existing participants in the thread and new members are able to see some content we have previously shared, we have provided some FAQs to help people who are experiencing issues with their Upgrade Programme.  @SachikoT wrote: UPDATED POST Round 2 - now with FAQs Round 3 - Update to About Signing your Agreement'  and  Rejected Upgrade Programme.    Hi Samsung Upgrade Community.   We are really sorry that you have been having a hard time at what should be an exciting time, when you get a new Galaxy in your life.   The moderators have alerted all the right people so which has helped us tackle what you have encountered. We’ve been working with our Samsung Upgrade partner Klarna Bank AB over the last few days to improve this experience.   About Signing the agreement ****We are aware of some issues impacting customers going through the Upgrade Programme. A fix has been implemented and you can use the 'Sign the Agreement' element of the Terms and Conditions. Once this has been done: You should be able to sign the agreement on any browser and as a part of Klarna’s standard credit application you need to review the Terms and Conditions of the agreement in its entirety by scrolling down to the very bottom.   The “I sign the agreement” button will become available and you will then be able to proceed by clicking on that button. This will complete the credit agreement. Once the agreement has been signed Samsung will then be able to create an order and issue the order confirmation email. If you have any problems with this now, post here letting us know your browser and what you’re facing. We’ll get this sorted for you.   About your Deposits If you haven’t been able to sign the credit agreement but passed the deposit collection stage, the funds have only been reserved by Klarna for the deposit payment, and no funds will actually be debited from your bank account. Klarna are actively monitoring incomplete applications that are affected by this and will ensure that the reservations of deposits are released. This may take a few days to reflect on your bank account depending on how quickly your bank can action the removal request. If you have had duplicate deposits (taken not pending)  please contact Klarna at: 0808-189-3333 | customer@klarna.co.uk   About Credit Checks If you have attempted to place a Samsung Upgrade Programme order multiple times and have been unsuccessful in completing the credit application process and you are concerned this will have a negative impact on your credit impact please contact Klarna to discuss your individual case with Klarna at: 0808-189-3333 | customer@klarna.co.uk.   Question and Answers  I haven’t yet gone through the Upgrade Programme, what should I do? You can use the Upgrade Programme option on the site and will be able to complete the options.   I can't 'Sign the Agreement', what should I do?   Please contact Klarna at: 0808-189-3333 | customer@klarna.co.uk  I have a (or a few) pending transaction deposit from Klarna (with no confirmations from Samsung or Klarna), what should I do?  All pending transaction deposits where you haven't received a confirmation from Samsung or Klarna will be refunded. The refund of this pending transaction deposit will depending on how quickly your bank can action this. You will need to go to purchase through the site, if you have any issues please contact Klarna at: 0808-189-333 | customer@klarna.co.uk    I have had multiple deposits taken and have multiple confirmations from Samsung or Klarna, what should I do?  Please contact Klarna at: 0808-189-3333 | customer@klarna.co.uk.   I have received a confirmation from Klarna, but no confirmation order from Samsung? Please contact Samsung Shop at: 0330 726  7467    I have been rejected for the Upgrade Programme following multiple submissions to the Upgrade Programme, what should I do?  You can call Klarna at: 0808-189-3333 | customer@klarna.co.uk.   You can find me and the moderators here, ^SachikoT   If this helps, help others discover it by hitting the 'Accept as a Solution' button.    ... View more

Hello again, Upgrade Programme Community users.    This morning, I've spent some time talking with our Shop team and Klarna directly to better understand what has been happening and make sure that there is a clearer understanding from all sides. They have implemented a fix on the 'Sign the Agreement' element of the page, so you can go through the complete registration process directly online.  We are committed to helping you get the support you and would like to ensure that the right resolution is brought to you, rather than you having to chase it down.  To make sure that this is done, our Community Mods will be contacting you directly in PM to collect the necessary information to do get this done.  Any users on the thread, expect a PM from our mods. Anyone new to the thread experiencing similar issues let yourself be known and we'll do our best to get you the help you need.      ^SachikoT ... View more

@gazlad9 and @pluke1973, Thanks for letting us know.    I've flagged this and what our Community solutions are.    ^SachikoT ... View more