Trade in no payment

[Jade1]

I recently purchased a Honor magic 7 pro as there was a trade in offer for £360 enhanced trade in, I opted for this, I received the bag and posted it out a couple days later I received confirmation payment would be made within 3-5 working days this was the 7th February. Still no payment received, I’ve spoken with three who said speak to Ingram, I’ve then spoken to Ingram who said they get the trade ins then three process the cash back. Three keep denying this. I’ve been into store and they have been helpful especially with their lack of access to things, they contacted who they said is the head of trade ins, who confirmed it’s THREE who process everything now in regards to payments. I’ve been back and forth with the complaints team who don’t know anything, I’ve sent all the proofs confirming the payment I should have received. They are now asking for the IMEI of the phone I traded in which I can’t provide as I no longer have it! 
They are now saying they won’t do anything without the IMEI, so I’ve been fully scammed. Even though I have an email stating they’ve received the phone I traded in.
what can I do?  

[JonathanB]

Hi @Jade1,

Has this been resolved in the meantime since you posted? Please let us know what has happened since, and if you still need any help.

Thanks,
Jonathan

[Brownie75]

Hi, it's with the ombudsman now so it's going to take to the 20th the earliest ,unless Three contact me to resolve before that date. Thanks 

[Chaz]

Got the same issue. The imei number for mine was on the paperwork Ingram sent with the box to send the phone back in. Might be worth having a look at that paper if you have it still. Ingram and three are a bunch of theifs. They take your phone, say money has been paid and you will get it within five days and it never turns up. 

[Brownie75]

Basically told the same thing ,mine has been going on since before Christmas. Complaints manager told me I had to speak to Ingram again even though all the information I gave 3 was ok. Ingram told me that 3 changed the way it's processed so they do not submit the payment, it's sent to 3 to do, and there was nothing more they can do.I'm now awaiting a call from billings team to see what they are going to do. All together this process is an absolute shambles and no one really wants to sort. I told the manager I couldn't understand why someone from 3 hasn't contacted Ingram and resolved the issue and why it's taken over 60 days to do this, he couldn't answer. 

I hope yours get resolved sooner than mine 

[PeteG]

Hello, Jade. 

It's disappointing to hear you're having issues getting the trade in process completed and paid to you. I'm not sure why the team would be looking for the IMEI number if the phone has been delivered to the team already, but if they re insisting on that, you should be able to make a request to the Support Team to ask them for proof of usage on your account. You can ask them specifically to confirm the IMEI number of the phone that was in use during a certain period. They should be able to get this emailed out to you within a few days of it being requested. 

Pete.