On October 17th, I upgraded my phone at one of your stores. My previous device was appraised at £440, and upon signing the agreement, I was informed that I would receive payment within five days. To my astonishment, on October 24th, I received only £138.
I returned to the store to express my concerns, where I was informed that the transaction had been processed manually due to network issues, and that the amount I received was merely an initial payment, with the remaining balance to follow.
Since that time, I have visited the store more than ten times, encountering inadequate customer service, as no one has taken the initiative to follow up despite numerous assurances. The same lack of support has been evident from the customer service team, whom I have contacted multiple times.
After a particularly contentious phone call with a customer service representative, I was directed to a trade-in line that I was expected to contact myself, which further exemplified the poor customer service I have experienced. I was left to resolve this issue independently.
To exacerbate matters, the trade-in department informed me that they were not responsible for my situation, stating that the phone upgrade did not originate from them and that there was no record to substantiate my claim. I requested an email confirmation from the agent, which she provided, along with instructions to return to the store with proof of purchase and the IMEI number of the traded phone. Upon returning to the store to obtain this information, which had been sent to her from the same location, I was shocked to receive another email indicating that my complaint had been closed.
This has been an incredibly distressing experience. I feel as though I have been subjected to a significant scam. Additionally, I am still being charged for the previous phone, as Three has not terminated the contract associated with it.
Now, as I seek to retrieve my phone, I am met with further excuses. How else can I characterize this experience if not as a scam?
