Samsung’s mobile phone trade-in company are claiming old phone is faulty and demanding a £150 surcharge or they’ll lock new phone.

England

TL:DR – MTR (Samsung’s trade-in company) are claiming old phone is faulty and demanding a £150 surcharge or they’ll lock new phone within 72 hours. What can be done?

My husband purchased the new Samsung phone from the Samsung website last month. He bought it on finance through Klarna and traded in his old phone. He sent in the old to MTR (the trade-in company) via the box and pre-paid postage label supplied. He has the Post Office receipt.

Yesterday, MTR emailed him to say that his old phone was faulty. They are claiming it has a “lifted back” and are demanding he pays £150 surcharge within 72 hours or they will lock his new phone. They attached a photo of the side/back of the phone apparently showing the lifted back. However, the phone looks perfectly normal. We can’t see any bowing or lifting.

He replied to the email explaining the old phone was in proper working condition when he posted it and asked for better photos of the lifted back. MTR refused to send further pictures and reiterated the demand for payment. He emailed again and got the same result.

We have learned that a “lifted back” or “swollen battery” is an extremely common claim from MTR, which leads us to believe it’s either a scam or their courier service/handling department is severely incompetent. Either way, he shouldn’t have to pay.

He’s contacted SamsungUK on X and Klarna’s customer service team, neither will help.

It’s clear he has to pay the surcharge, but under duress. So now we’re looking for advice on what can be done, if anything, after payment has been made.

Could the payment be challenged by the bank if he pays via credit card? What about taking it to a small claims court? I imagine it’ll cost us more than the surcharge but at this point, it’s a matter of principle.

Thanks.