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]

You’d think it would be cheaper to just pay people for their trade ins that have to employ people to reply to all the complaints about delayed and missing payments? Latest is that Three will raise a refund which takes 48 hours and then seven working days to appear in my account. So not exactly the five working days advertised, more like a month and a lot of chasing. 

[Davip83]

I'm having the same issue. I had an email dated 07/04 advising payment to be with me in 3-5 working days. Today is the 5th day and not received. I contacted Ingram who advised to contact 3. The advisor at 3 said the phone is still booked in at the screening stage and not received by 3. I've said I had an email confirming payment raised.  I've come to the conclusion that the issue here is using 2 different companies for one process. It's the false promise of time scales which is the main problem for me but if they said this was going to take a month nobody would do it.  I now have to wait 7 days for them to investigate this and presumably at least another 3 after that for the money if it ever comes at all. 

[JonathanB]

Hi @Davip83,

Sorry to hear that there's been delays on your trade in payment. Just to clarify, so you've received an email from the Trade In team advising payment being sent 07/04/2025 and so should be expected by 14/04/2025, but our team at Three advised yeserday that the device was still being checked?

Thanks,
Jonathan

[Davip83]

Hi, thanks for the reply.  yes the email dated 07/04 said that the offered price was confirmed and payment would be with me in 3-5 working days but the advisor I spoke to yesterday from 3 said it was still in the screening stage. 

[CRooney]

Another person waiting on a trade in payment apparently made on 3rd April and arriving in 5 working days. Ingram say Three make the payments (in which case how do they know the payment was made on 3rd April?) and Three say maybe I should try and contact Ingram. What appalling customer service. If you’re thinking of trading in with Three don’t bother. I’ve asked for my payment immediately or my handset returned. Don’t anticipate either of those things will happen. Dreadful.

[JonathanB]

Hi @CRooney,

I'm really sorry to hear about a delay with your Trade In payment. We'll do our best to help. Did the email you received on the 3rd state that the payment was being made as a bank refund, or as a discount to a Device Finance plan? And assuming this was a refund it advised within 5 working days?

Thanks,
Jonathan

[CRooney]

 

[CRooney]

This is the latest from Three Help. Ingram said payment was made on 3rd April. On 11th April after chasing, I was told it would take 48 hours for Three to update their own system to process a refund and a further 7 working days for that refund to appear. So in fact 13 working days since the payment was apparently made according to Ingram, who have claimed that they don’t make the payments. What a scam.

[JonathanB]

Hi @CRooney,

I'm sorry to hear that you're still awaiting your refund, but this does sound like progress is being made. Please let me know if this is received within the timescale the team has advised. I appreciate this isn't the experience that anyone wants to go through, we're passing on all the feedback from the Community.

Thanks,
Jonathan