Three trade in - still no payment

[Brownie75]

Renewed my contract end of Nov 2024 and opted for the £300 cashback offer and recycle for my old device totalling £453. It's now February and still not received any payment. Ingram received my device on the 6th December and I never received a conformation email. I eventually spoke to someone at Ingram and they advised me that conformation was sent to 3 for full payment on the 18th December. A complaint was raised just before Christmas and was told this was being escalated. I have contacted customer services numerous times and no one can give me a straight answer to why it's taking so long to process. Every time they phone me for an update on the case  they either want further information that I have already provided weeks ago ,or tell me its been escalated, which I already know, but I am now baffled by how many times this can be escalated. I have also been lied to stating that the team dealing with it can't contact Ingram, then I am told that the back end team who are apparently dealing with my case need to liase with Ingram. Also everytime I phone I get told we need a bit more time. How much more time do you need . To be honest I am absolutely disgusted with the service I have recieved, and being a loyal customer since pretty much 3 started in the uk with 6 ongoing contracts, I expect a much better service than what I am receiving. All I want is for the payment to be sent to me, I have followed every instruction of this trade in deal and adhered to the terms and conditions of this process, just amazing how the company that writes these terms doesn't stick to them

[Harri49]

I've got the same thing happening to me, been ringing them no answer, sent emails no reply.  I'm going to take this further as I am not going to be rip off by three. 

[Brownie75]

I am still waiting for payment. I asked for a complaints manager to phone me. They did and he said he would personally sort it. Contacted me 2 weeks ago and confirmed by the back end team all the information I provided was ok and it will be passed to payment team , week later phone call confirming the payment details to the account it will be paid to. Week later called and asked if I had recieved the payment, which I hadn't. She was going to chase and call back next day. Then recieved text and email regarding my complaint and asked me to call to try and come to a resolution. Obviously the resolution should be to give me the money they owe me then that is the resolution,  but no. I called them and they said the payment team are waiting for conformation from ingram that they recieved the device. As you can imagine the conversation went down hill from there. Again i have been lied to as I was told by the manager that all the information I had provided was ok, which includes a letter from ingram to pay the amount agreed. I also said why has it taken over 60 days for someone to contact Ingram and just confirm the agreed payment of which she then said she would need more time to look into and I would be contacted by the weekend. I basically said no and demanded a call from the complaints manager by the end of play tomorrow being the 26th Feb. She assured me I would get the call. I wait to see. I have never experienced such poor communication and customer service. I am now wondering what I should do ,ideally speak to someone directly at 3 uk would be great but they don't have a contact number. I have 6 contracts with them, do you think if I stopped the payments they would be contacting me immediately for payment, and do you think if I said give me a bit more time and I will get back to them by the weekend, they would except that , I don't think so . Been with them for 20 years when each contract comes to an end I'm probably not going to renew. I am going to contact the ombudsman as even 3 have said I can as there hasnt been a resolution after 56 days. And I am in the process of getting legal advice as technically 3 have taken my device without paying for it , that's in a way theft. Also considering going to the press. Don't want to but getting to the point were this process needs investigating 

[Kimberleym]

Have you heard back yet?

[Troz23]

I’m having the same problem, had an email from Ingram micro which told me the payment would be processed by 3 on the 30th January since then constant chasing 3 for my money. Asking for details they already have it’s been a nightmare, can’t get my phone I traded in sent back to me so I have no money or no phone it’s absolutely disgusting from 3. I have also been with 3 for years and expect better, they are ripping people off constantly and something needs to be done.

[PeteG]

Hello, Brownie. 

It's disappointing to hear you're having issues getting the payment processed. 

Was it definitely the option to have a cash refund that you selected? Usually there's the option to have the payment go towards the cost of the upgrade, is it possible that option was chosen? 

Pete. 

[Brownie75]

Hi

No i selected to have a cash payment. I contacted them Friday and I spoke to a complaints manager, who was able to give me more information ,they said they need more information from Ingram to confirm the phone was recieved and conformation of payment. Best thing is this has already been provided and the evidence submitted to Proofs nearly 3 weeks ago, and i was also told the evidence I sent  was ok. Weather the person I was speaking to was a complaints manger or not it appears that between all the departments involved in this case, they do not communicate with each other and dont have all the relevant  information in front of them, which then makes me think was it a manager I was talking to. I know Ingram can sometimes be difficult to get hold of and it took me nearly 40 mins to get through to someone ,but what's baffling me is why it's taken so long for 3 to contact Ingram and confirm the payment it could have been sorted by a phone call in minutes. But no its best to prolong the payment and frustrate the customer, forgetting its the customer that pays their wages, its just an utter shambles. The manager I have spoken to has assured me he will personally deal with this and call me within the next 48 working hours ,something that seems to be one of the top statements in the department. If I don't hear anything positive by Tuesday 11th I will be start back on the phone.

Thanks