Trade In Payment Delays

[Boulton2406]

Upgraded last month and sent old device off for trade in as offered £90 for it, not a huge sum but was only going to keep in th edfrawer as a spare so why not have some cash back instead.  Posted as soon as I received the box and a little over a week later, received and email to advise still waiting on the device.  I contacted the Ingram trade-in team by email who came back quickly to advise the device had been received and payment had been processed their end but it would be issued to Three who would process my payment.  I know these things take time so didn't feel too bothered but almost a month on and still no payment.  Tried to call and online chat with Three but keep getting disconnected.

Any help anyone can offer from the Three support team would be highly appreciated.

Thanks in advance,

Pete

[JonathanB]

Hi Pete,

Welcome to the Three Community!

I'm really sorry to read that your first post is about a delay with your Trade In payment. So just to confirm you received the email from the Trade In team who confirmed that the payment would be to your bank account, and what date was this expected according to the email?

Please let me know, and I'll be happy to highlight the feedback, and check what we can do to chase this up.

Thanks,
Jonathan

[Boulton2406]

Hi Jonathan - The email advised device was received and processed 20th March 25 and the notification of payment to bank account stated the same day, 20th April.

Many thanks,

Pete

[JonathanB]

Hi Pete,

I'm assuming probably a typo above, so the device was received the refund supposed to be sent on the 20th March last month, i.e payment due around 27th March? I've seen a few cases of the payments being delayed by a few days, but something doesn't sound right here if it's been a month now.

If you haven't already, I'd advise to get in touch here. It's best to have the IMEI of the old phone handy when you do, and also offer to forward the email from the Trade In team when you contact customer services,

They'll be able to raise a case with our billing teams to chase where this refund request has gotten to. The only other thing I'd double check, is to make sure on the email it was listed as a payment to your bank, as we also have a trade in option which discounts from the device loan for the new plan. If that option was set up, then you wouldn't receive money but instead would have a reduction to paying off the new phone.

Thanks,
Jonathan