I have been a Three customer for over 15 years and I am shocked at this.
I recently upgraded to a new phone. As part of that upgrade I for the first time agreed to trade in my previous phone. I was told the value of this was £339. I said for it to be used against my existing device contract and that the rest that was left over I would receive.
Not long after I send in the phone, I get confirmation that its been accepted for the trade in value (£339) and that I will recieve details of the changes to my device plan seperately.
I never got an email to confirm this change in my device plan. Not long after I saw Three continuing to take money for my old device.
I have contacted them multiple times now and they keep telling me to contact the trade in team. The trade in team responded that there was no issue on their end and said its on the billing side.
Support on the digital assistant keep telling me its on the trade in side and I need to contact them even though I keep telling them I have done this. The trade in team also provided me with IMEI which Three in the latest chat are now saying is different to their records (first time they have now said this) and are asking for the correct one which how can I do without the phone? All the emails I have has that IMEI number.
They are refusing to accept the trade in value, its absolutely disgusting. Its so annoying as well I keep having to go through the same things with support in a loop and nothing happens.
I will have to contact the ombudsman to get this sorted, and I will be asking for more money now as they continue to take monthly payments from me.
