How do I go about escalating the complaint? I already have a complaint open but it's going no where and it seems they aren't even paying attention to what I'm saying. Thanks for the help so far btw!

Yes, they did. I think they mistakenly locked my new phone instead of the old phone because when mentioning the new phone, the gave me the wrong IMEI code.

I was, and I did start the return within 7 days. The phone arrived to them on the 8th day. The outcome I'm hoping for is for them to compensated me for all of this given that they sold me a phone that they then locked and now want me to return. And they've not even mentioned returning my old phone to me.

No, they're asking me to return the phone. I don't even have my old phone anymore so by the end of this, I've just lost a phone. The series of events are 1. Traded in old phone for new for £650 2. New phone got locked 3. New phone got unlocked 4. New phone got locked again 5. I raise a complaint 6. They unlock the phone and give me a refund 7. They email me saying I need to return the new phone and that the only reason why the phone was locked in the first place is because I asked for a refund, which is not true if you look at the sequence of events. So now I have no old or new phone. And Samsung have been terrible and not even trying to resolve this

Long story that's been going on a while but I'll try to summarise. I did a Samsung phone trade in to get the new s23. There was wording in the trade in rules that the new phone needs to be send by 7 days, not that it needed to reach them in 7 days. I sent the old phone in by day 5 and they locked me out of my new phone day 7. Spent 72 hours being bounced back and forth with their useless customer service, all the while I had no phone because old phone was traded in and new phone was locked. Finally got the new phone unlocked, then hours later the locked it again by accident. I said I want to raise a complaint and get a refund, and they unlocked it and refunded it so I assumed it was a goodwill gesture. Now about a week later, they've emailed me saying that the reason the phone was locked was because a refund was issued, when I only asked for a refund during the second time my phone was locked. Samsung's service have been absolutely frustrating and no one seems to care. I really want to escalate this to some authority. Who can I contact?