Trade in payment not received - scam

[Mary7]

Still not received payment from phone trade in. 
The payment was released on 19th October. 
They say wait 5 days it’s now been 13 days.

Anyone else having the same, it says on three website quick pay out 😂😂😂 not impressed at all. It’s false advertising 

Contacted customer service they say it’s coming but can’t say when. It’s ridiculous 

[Craig333]

I have also had this problem.

It's now nearly three weeks since I should have received the money into my bank account!.

I have contacted Ingram and rhe money has been passed onto three as i have confirmation emails, but no one at three is accepting accountability.

I've spent the best part of 5 hours phoning three and the trade in, and have been passed from pillar to post 

I went through complaints live chat and they said they would get back to me within 48 hrs, but never did!.

I ended going up going into store so I could speak to someone directly, and apparently we're not the only ones this is happening to!

I will be seeking legal advice as I've never experienced such shocking customer service even though I have been a three customer for the best part of 20 years!

[JonathanB]

Hi @Craig333,

I'm really sorry to hear about this situation. I'll highlight your feedback as I know this is a really disappointing and frustrating position to be in. When was the payment originally supposed to happen, and did you receive the email from the Trade In team confirming this?

Have you received any further updates from the team since posting this?

Thanks,
Jonathan

[Dobrzinskis]

wait 3 weeks payment from old s24 ultra not see . no answer just call to three ???? and how long wait ???

[JadeF]

Hey @Dobrzinskis 

That's a long time to be waiting on your payment. You'd usually receive this within 5 working days of our Trade in partner Ingram receiving the device. 

Have you contacted Ingram to find out what is causing the delay? 

If not, you can call them on 0333 400 8296 or reach them by email at threetradein@ingrammicro.com. 

Let us know how you get on,

Jade

[LauraRedWitch]

Hi,

I'm having exactly the same experience, I've been waiting well over the alleged 5 days for the payment that was meant to come in and have been waiting on the phone for almost an hour with no one picking up.

I have also emailed but will take this further if not getting any solid answers soon.

[PeteG]

Hello, Mary.

That doesn't sound like a great experience. Usually the money is received within 5 working days after the payment is processed. 

As you've already waited beyond that point, it might be worth calling Ingram Micro on 0333 400 8296, or drop them an email at threetradein@ingrammicro.com and asking them to confirm if the refund was indeed processed, and ask them to confirm what the refund option was, this is to make sure the option was in fact to refund to your bank account. 

Pete. 

[LauraSimpson92]

I’ve been on the phone nearly 2 hours to these and still no answer they have my phone and haven’t sent a payment the reviews aren’t good. Three should not use these this seems a scam as people aren’t receiving payments and they’re just taking phones! They have my iPhone 14 Pro it’s really unfair to a loyal customer of 12 years. I won’t renew my contract for this an will move to 02 my sister had no issue with her trading. 

[KateS]

Hey @LauraSimpson92,

I'm sorry to hear you've not received your trade-in payment and understand your frustration.

Have you had an email to confirm the device has been received or that the payment has been released? When did you send the device?

Thanks,
Kate