Trade in payment

[Dury]

Upgraded to samsung s25. Got offered £64 plus £120 promotional bonus. Decided to opt to have it taken off my new device plan. Recieved a confirmation email on the 17th February stating it would be with me in 5 days. 

Still nothing, had my first bill and told by Three it would be applied after that. It's still not been applied and I'm on my second bill now.

There is no way to view the complaint in the app anymore. When you go to the account tab there isn't any option. Checked the three website still no option. Spoke to live chat who told me I have to follow up my complaint with the trade in service which is ridiculous as I've logged the complaint with three and haven't even spoken to the trade in service as I don't have any need to.

The past two months have been passed around from pillar to post with still no answer from anyone. I've had to take time off work to call and complain that's taken two hours on the phone in a morning and still got no further forward.

Still no further forward although 'my complaint has been logged' if its not resolved in 28 days it will be marked as resolved. Yet I have to keep chasing it up every few days to find out what's going on and I'm no further forward.

What do I do now?

[PeteG]

Hello, Dury. 

It's disappointing to hear you're having issues getting the amount credited into the account. You've mentioned that the team advised that you would need to speak to the trade in service, which I assume they were referring to Ingram Micro. If that's the case, it's what I'd recommend doing. You've described trying multiple times and that you're being passed around, but you've also mentioned that you haven't tried the one place the team advised you to go.

It seems like at this stage, trying something else would make more sense than retrying the things that you've already tried. hopefully the Ingram team will be able to help in this matter for you. 

Pete. 

[Dury]

I've literally just got off the phone with Ingram.. 

They have confirmed they sent the email to me on the 17th February. Also confirmed that at the same time the same email was sent to three. They said the payment should be processed via three and there is nothing they can do on their side as they are just partners for the trade in and have no direct access to my three account and are unsure why three would get me to contact them as they could have their management contact for details.

So yet again I'm stuck, three have total control and have confirmation from Ingram that the phone was tested and working. Yet still nothing from three, no accountability, no payment.

Basically its looking more and more like I've just had my phone stolen by three with no intention of paying for it

[Dury]

 here is the confirmation they have resent me 2 minutes ago (from ingram)