Trade in payment not received

[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 

Mod note: Post subject edited to soften tone

[CRooney]

Hi

It said this: 

Thanks for posting your device to us. We've received it and can confirm we'll pay you the quoted amount.

A payment of £129.00 will be made to:
(my name)  on 03/04/2025 via Payment To Bank Account

Please note that BACS payments can take up to 5 working days to show in your account.

Then when I got in touch to ask why it haven’t arrived they said:

Please be advised, that any payment due to be processed will be done directly via Three to the account details linked with your Three upgrade.

As we do not have access to the same systems as Three, this is not something that we are able to amend and are unable to process this differently for you. 

If this payment has not yet been received, please contact Three for further assistance. 

We have received confirmation from higher management that all payments for this are processed by Three directly.

 As such, we are unfortunately unable to assist with this query. 

[Spurslady74]

I have recently had this problem. I've not waited as long as most of you, but if they say it will be 5 working days then that's what it should be. I contacted the email address listed in the emails sent about the trade in and they are saying it is Three's issue as they don't have the same systems and the payment will be sent to the details on my Three account so if they differ it I have to go in the store. I have checked my details and they are what they should be, so this is just a brush off!

[CRooney]

This is what Ingram say. So Three should stop passing the buck and pay within the stated timeframe rather than fobbing people off and saying it is the reponsibility of their trade in partner. 

“As previously advised, any payment due to be processed will be done directly via Three to the account details linked with your Three upgrade.

We have received confirmation from higher management that all payments for this are processed by Three directly. As such, we are unfortunately unable to assist with this query.

For any further queries regarding this payment please raise this with Three billing team and customer services: Need help with your Three account or device? | Support | Three

We apologise for any inconvenience caused.”

[PeteG]

Hello. 

it's disappointing to hear you're having issues getting the refund processed into your account. It looks like the link the team over there gave is correct, and you should contact the Three team by calling or chatting again in order to get this looked into. If you'd like to register a complaint, you can also do that at the Complaints Page where the team can look into it for you as well. 

Pete.

[JonathanB]

Hi @Spurslady74,

I'm sorry to hear about a delay with your Trade In payment. Did you receive the email which confirmed the device had been received and checked over, and if so what date is the payment supposed to be going through according to that email? Was this a payment to your bank account, or a discount to your new device repayments?

Thanks,
Jonathan

[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.