topic Re: Trade in no payment received - scam? in Network

Trade in no payment received

Turnerp — Thu, 10 Apr 2025 16:19:57 GMT

Already raised a complaint a week ago and no response. Sent old phone for trade in, payment was meant to be sent on 18th of October and no money as been sent to me. Emailed the trade in line and no response. Spoke to three which were useless and palmed me off onto the trade in helpline, sat on the phone for over an hour till it was answered, when I finally got through they had no explanation for why this has happened and said they’d pass it onto management, three days later and I am still awaiting payment

I know others are facing the same issue, has anyone’s been resolved?
I am also disgusted at the service and customer care along with the lack of communication.
I will not be using three again due to this mess up and complete scam

Mod note: Post subject edited to soften tone

Re: Trade in no payment received - scam?

Emm — Thu, 31 Oct 2024 03:08:02 GMT

Same thing here. I think something has to be done cuz it’s a scam

Re: Trade in no payment received - scam?

Turnerp — Thu, 31 Oct 2024 21:29:38 GMT

I am tempted to take them to small claims court if this continues 😡

Re: Trade in no payment received - scam?

Mary7 — Fri, 01 Nov 2024 06:42:58 GMT

I also have the same problem.
my money was released 19th Oct but not in my account and three unhelpful they say it’s on its way they can’t say when. Totally ridiculous

Re: Trade in no payment received - scam?

PeteG — Fri, 01 Nov 2024 13:04:13 GMT

Hello there.

It's disappointing to see that some of you have had issues getting the payment into your account. It sounds like something has gone wrong. The process is normally fairly routine, and the support team can normally keep users informed .

If you've been waiting more than 5 working days for the payment to reach the bank account after getting confirmation that the payment has been made/process, I'd recommend checking in with the support team to see what's going on. There's a couple of ways the money can be used, one of them involves crediting your account, so it's possible the money is just sitting waiting.

If you're waiting to head back from the team about a decision on the device, this can take a few working days from when it's received, but you'd normally get an email within 2 or 3 days to confirm. I'd recommend checking emails if you haven't already, or check in with the support team to see if they can advise what has happened.

Pete.

Re: Trade in no payment received - scam?

TradeinScam — Fri, 01 Nov 2024 14:19:43 GMT

I’ve had the exact same problem. The only thing I get told when I’ve spoken to the ‘support team’ is to wait another 5-7 working days. Seems like an easy way to fob people off until it passes the upgrade cooling off period. I’m owed £249 for my trade in which I was told on 22nd it had been paid and to allow up to 5 working days. We are now on day 8 and I still can’t get through to Ingram Micro Services ltd, they have not answered any of my emails or calls despite being on hold for over an hour at a time. This is one big scam that needs looking into, the company is a fraud and I don’t think it’s just Three who use this company for trade ins. Something isn’t right and needs escalating.

Re: Trade in no payment received - scam?

TradeinScam — Fri, 01 Nov 2024 14:21:56 GMT

When you say ‘support team, which section are we supposed to go through to? I tried live chat which got me nowhere.

Re: Trade in no payment received - scam?

PeteG — Sat, 02 Nov 2024 10:51:16 GMT

The Start chat button on the page, or the phone number 0333 338 1001 are the two options you'd want to be looking at. Then you can proceed through as if looking to query the bill.

Pete.

Re: Trade in no payment received - scam?

Turnerp — Sun, 03 Nov 2024 23:13:38 GMT

I’m sorry (I’m not) but this is one massive joke, you are all completely useless offering no actual solutions to the people who are owed money from yourselves. SORT IT OUT!

Re: Trade in no payment received - scam?

Turnerp — Mon, 04 Nov 2024 10:40:09 GMT

I have got through to them and now they have stated I will not receive the money back until the 2nd or third bill, making up excuses of why this hasn’t been paid. I’ve raised a formal complaint with them and have a 48hour wait, I will chase them up again after this time

Re: Trade in no payment received - scam?

Kamikaze_worm — Tue, 05 Nov 2024 16:54:09 GMT

@PeteG I tried this and was told that they cannot help with trade in queries and to phone that number that no one ever answers. Where do we all go from here?

Re: Trade in no payment received - scam?

IsacLondon — Tue, 05 Nov 2024 16:55:42 GMT

I traded in my phone a couple of months ago and received an email stating I would be paid £633 on 21/10/24, but the payment never arrived. I’ve contacted Three, but they redirected me to Ingram, saying it’s Ingram’s responsibility as they handle trade-ins for them. Ingram, however, claims Three is responsible, leaving me stuck in a loop with both parties passing the blame.

I filed a complaint with Three, but they closed it after five days, saying they couldn’t assist further and advising me to reach out to Ingram. So far, I’ve collected recordings of the trade-in calls where Ingram was never mentioned, along with emails as evidence.

I’m planning to escalate the issue with a solicitor who works on a no-win, no-fee basis, seeking compensation and accountability from Three. If anyone else is facing a similar issue, feel free to join in—I believe we could gather a significant number of people to demand action from Three.

Re: Trade in no payment received - scam?

IsacLondon — Tue, 05 Nov 2024 17:03:36 GMT

The support team, based in India and Egypt, seems to have no understanding of the trade-in process and hasn’t been able to help at all—even the complaints team hasn’t provided any resolution. It’s clear that many customers are being misled, and it’s time to escalate this through the courts and regulatory bodies for fair trading. Ultimately, Three will likely face significant fines if they don’t start addressing this issue properly, so they should get on top of it as soon as possible.

Re: Trade in no payment received - scam?

Turnerp — Tue, 05 Nov 2024 17:05:38 GMT

I have a complaint open with them at the moment and should hopefully receive payment within 3-5days after speaking to them again today and if yet again I haven’t received the money I will be contacting the fraud line

Re: Trade in no payment received - scam?

IsacLondon — Tue, 05 Nov 2024 17:05:45 GMT

Many customers have called, only to be told that they can’t be helped, leaving everyone feeling misled and without the payments they were promised. It’s time to escalate this matter through the courts and regulatory bodies for fair trading. If Three doesn’t start addressing this issue properly, they will likely face substantial fines. They need to get on top of this as soon as possible.

Re: Trade in no payment received - scam?

IsacLondon — Tue, 05 Nov 2024 17:10:09 GMT

Some people who also opened complaints with them, but their cases were closed after five days because they couldn’t resolve it and blamed Ingram instead. Let’s hope you receive your payment soon! I’d appreciate an update if you do get paid. Thank you!

Re: Trade in no payment received - scam?

KateS — Wed, 06 Nov 2024 14:44:17 GMT

Hey @IsacLondon,

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

Could you advise the date you received the email stating the payment would be made on the 21/10/2024, please? Was this a direct email from Three?

Have Ingram confirmed the device has been received and the payment has been released, at all?

Thanks,
Kate

Re: Trade in no payment received - scam?

IsacLondon — Wed, 06 Nov 2024 21:13:25 GMT

Ingram has confirmed that the phone was received in perfect condition, and they do not process payments directly. Instead, they transfer the information to Three, who handle the payments.

Three sent an email on October 20th confirming that they would pay out £633 on October 21st. However, since then, Three has been misleading me.

I have a recorded call from when I upgraded, where Three assured me they would pay me. They never mentioned Ingram and said they would send a package with instructions on how to return my phone.

It seems that Three is deceiving its customers, as I’ve seen multiple complaints online. No one seems to be receiving their payments. It feels like Three is scamming all of their clients.

Re: Trade in no payment received - scam?

IsacLondon — Wed, 06 Nov 2024 21:22:27 GMT

I spent over an hour on the phone with Three yesterday, after calling them and Ingram every day. The representative assured me she would call me back with an answer. She did call back about 10 minutes later, saying she would call me again tomorrow. This morning, she did call, but when I answered and said hello a few times, she disconnected the line.

It’s clear they’re misleading and scamming us. With thousands of customers now complaining, this won’t go unnoticed. People don’t easily give up hundreds of pounds, and Three has made a huge mistake. Action will be taken, and they can’t keep avoiding the truth.

Re: Trade in no payment received - scam?

IsacLondon — Wed, 06 Nov 2024 21:25:41 GMT

If this isn’t resolved within the next day or two, I have a solicitor from a Tier 1 firm ready to take action against Three. I’ll be sharing this information widely, both here and across the internet, and the solicitor will be prepared to support others who have been scammed by Three. It’s time they are held accountable.