topic Re: Trade in payment not received - scam in Account and services

Trade in payment not received

Mary7 — Thu, 10 Apr 2025 16:18:14 GMT

Still not received payment from phone trade in.
The payment was released on 19th October.
They say wait 5 days it’s now been 13 days.

Anyone else having the same, it says on three website quick pay out 😂😂😂 not impressed at all. It’s false advertising

Contacted customer service they say it’s coming but can’t say when. It’s ridiculous

Mod note: Post subject edited to soften tone

Re: Trade in payment not received - scam

PeteG — Sat, 02 Nov 2024 10:26:26 GMT

Hello, Mary.

That doesn't sound like a great experience. Usually the money is received within 5 working days after the payment is processed.

As you've already waited beyond that point, it might be worth calling Ingram Micro on 0333 400 8296, or drop them an email at threetradein@ingrammicro.com and asking them to confirm if the refund was indeed processed, and ask them to confirm what the refund option was, this is to make sure the option was in fact to refund to your bank account.

Pete.

Re: Trade in payment not received - scam

LauraSimpson92 — Tue, 05 Nov 2024 12:45:56 GMT

I’ve been on the phone nearly 2 hours to these and still no answer they have my phone and haven’t sent a payment the reviews aren’t good. Three should not use these this seems a scam as people aren’t receiving payments and they’re just taking phones! They have my iPhone 14 Pro it’s really unfair to a loyal customer of 12 years. I won’t renew my contract for this an will move to 02 my sister had no issue with her trading.

Re: Trade in payment not received - scam

KateS — Wed, 06 Nov 2024 14:53:37 GMT

Hey @LauraSimpson92,

I'm sorry to hear you've not received your trade-in payment and understand your frustration.

Have you had an email to confirm the device has been received or that the payment has been released? When did you send the device?

Thanks,
Kate

Re: Trade in payment not received - scam

LauraRedWitch — Mon, 18 Nov 2024 11:39:13 GMT

Hi,

I'm having exactly the same experience, I've been waiting well over the alleged 5 days for the payment that was meant to come in and have been waiting on the phone for almost an hour with no one picking up.

I have also emailed but will take this further if not getting any solid answers soon.

Re: Trade in payment not received - scam

Dobrzinskis — Wed, 26 Feb 2025 08:44:13 GMT

wait 3 weeks payment from old s24 ultra not see . no answer just call to three ???? and how long wait ???

Re: Trade in payment not received - scam

JadeF — Thu, 27 Feb 2025 11:58:51 GMT

Hey @Dobrzinskis

That's a long time to be waiting on your payment. You'd usually receive this within 5 working days of our Trade in partner Ingram receiving the device.

Have you contacted Ingram to find out what is causing the delay?

If not, you can call them on 0333 400 8296 or reach them by email at threetradein@ingrammicro.com.

Let us know how you get on,

Jade

Re: Trade in payment not received - scam

Craig333 — Wed, 05 Mar 2025 07:04:10 GMT

I have also had this problem.

It's now nearly three weeks since I should have received the money into my bank account!.

I have contacted Ingram and rhe money has been passed onto three as i have confirmation emails, but no one at three is accepting accountability.

I've spent the best part of 5 hours phoning three and the trade in, and have been passed from pillar to post

I went through complaints live chat and they said they would get back to me within 48 hrs, but never did!.

I ended going up going into store so I could speak to someone directly, and apparently we're not the only ones this is happening to!

I will be seeking legal advice as I've never experienced such shocking customer service even though I have been a three customer for the best part of 20 years!

Re: Trade in payment not received - scam

JonathanB — Thu, 06 Mar 2025 16:31:13 GMT

Hi @Craig333,

I'm really sorry to hear about this situation. I'll highlight your feedback as I know this is a really disappointing and frustrating position to be in. When was the payment originally supposed to happen, and did you receive the email from the Trade In team confirming this?

Have you received any further updates from the team since posting this?

Thanks,
Jonathan

Re: Trade in payment not received - scam

Spurslady74 — Mon, 07 Apr 2025 08:06:20 GMT

I have recently had this problem. I've not waited as long as most of you, but if they say it will be 5 working days then that's what it should be. I contacted the email address listed in the emails sent about the trade in and they are saying it is Three's issue as they don't have the same systems and the payment will be sent to the details on my Three account so if they differ it I have to go in the store. I have checked my details and they are what they should be, so this is just a brush off!

Re: Trade in payment not received - scam

JonathanB — Tue, 08 Apr 2025 10:54:45 GMT

Hi @Spurslady74,

I'm sorry to hear about a delay with your Trade In payment. Did you receive the email which confirmed the device had been received and checked over, and if so what date is the payment supposed to be going through according to that email? Was this a payment to your bank account, or a discount to your new device repayments?

Thanks,
Jonathan

Re: Trade in payment not received - scam

CRooney — Thu, 10 Apr 2025 15:24:48 GMT

Another person waiting on a trade in payment apparently made on 3rd April and arriving in 5 working days. Ingram say Three make the payments (in which case how do they know the payment was made on 3rd April?) and Three say maybe I should try and contact Ingram. What appalling customer service. If you’re thinking of trading in with Three don’t bother. I’ve asked for my payment immediately or my handset returned. Don’t anticipate either of those things will happen. Dreadful.

Re: Trade in payment not received - scam

JonathanB — Thu, 10 Apr 2025 16:17:14 GMT

Hi @CRooney,

I'm really sorry to hear about a delay with your Trade In payment. We'll do our best to help. Did the email you received on the 3rd state that the payment was being made as a bank refund, or as a discount to a Device Finance plan? And assuming this was a refund it advised within 5 working days?

Thanks,
Jonathan

Re: Trade in payment not received - scam

CRooney — Thu, 10 Apr 2025 21:10:17 GMT

It said this:

Thanks for posting your device to us. We've received it and can confirm we'll pay you the quoted amount.

A payment of £129.00 will be made to:
(my name) on 03/04/2025 via Payment To Bank Account

Please note that BACS payments can take up to 5 working days to show in your account.

Then when I got in touch to ask why it haven’t arrived they said:

Please be advised, that any payment due to be processed will be done directly via Three to the account details linked with your Three upgrade.

As we do not have access to the same systems as Three, this is not something that we are able to amend and are unable to process this differently for you.

If this payment has not yet been received, please contact Three for further assistance.

We have received confirmation from higher management that all payments for this are processed by Three directly.

As such, we are unfortunately unable to assist with this query.

Re: Trade in payment not received - scam

CRooney — Fri, 11 Apr 2025 08:24:05 GMT

This is what Ingram say. So Three should stop passing the buck and pay within the stated timeframe rather than fobbing people off and saying it is the reponsibility of their trade in partner.

“As previously advised, any payment due to be processed will be done directly via Three to the account details linked with your Three upgrade.

We have received confirmation from higher management that all payments for this are processed by Three directly. As such, we are unfortunately unable to assist with this query.

For any further queries regarding this payment please raise this with Three billing team and customer services: Need help with your Three account or device? | Support | Three

We apologise for any inconvenience caused.”

Re: Trade in payment not received

CRooney — Sat, 12 Apr 2025 10:26:25 GMT

You’d think it would be cheaper to just pay people for their trade ins that have to employ people to reply to all the complaints about delayed and missing payments? Latest is that Three will raise a refund which takes 48 hours and then seven working days to appear in my account. So not exactly the five working days advertised, more like a month and a lot of chasing.

Re: Trade in payment not received - scam

PeteG — Sat, 12 Apr 2025 10:34:03 GMT

Hello.

it's disappointing to hear you're having issues getting the refund processed into your account. It looks like the link the team over there gave is correct, and you should contact the Three team by calling or chatting again in order to get this looked into. If you'd like to register a complaint, you can also do that at the Complaints Page where the team can look into it for you as well.

Pete.

Re: Trade in payment not received

Davip83 — Mon, 14 Apr 2025 11:55:51 GMT

I'm having the same issue. I had an email dated 07/04 advising payment to be with me in 3-5 working days. Today is the 5th day and not received. I contacted Ingram who advised to contact 3. The advisor at 3 said the phone is still booked in at the screening stage and not received by 3. I've said I had an email confirming payment raised. I've come to the conclusion that the issue here is using 2 different companies for one process. It's the false promise of time scales which is the main problem for me but if they said this was going to take a month nobody would do it. I now have to wait 7 days for them to investigate this and presumably at least another 3 after that for the money if it ever comes at all.

Re: Trade in payment not received - scam

CRooney — Mon, 14 Apr 2025 15:26:09 GMT

Re: Trade in payment not received - scam

CRooney — Mon, 14 Apr 2025 15:29:12 GMT

This is the latest from Three Help. Ingram said payment was made on 3rd April. On 11th April after chasing, I was told it would take 48 hours for Three to update their own system to process a refund and a further 7 working days for that refund to appear. So in fact 13 working days since the payment was apparently made according to Ingram, who have claimed that they don’t make the payments. What a scam.