Nightmare trying to trade old phone in!

[HUD209]

So I had an email on the 28th of October saying I could trade my old phone in when renewing my contract and they would give me £150 on top of the regular trade in value. So I spent an hour on the phone signing up to a new contract. Received the new phone, all is well. No sign of the return package after two weeks, I phone Three and speak to someone and they tell me there's nothing to worry about and I'll receive the package soon. Now nearly a month later I still haven't received anything. 

I'm currently on the phone again trying to sort this, wasting another hour of my very busy weekend. 

Is there anyone on here that can help? I just want Three to honor the agreement/offer they gave me

[FraserC]

Ah, sorry to hear this. We understand it'll be disappointing. Have you had reassurance that the pre-paid envelope was on its way? Have you had an email detailing the your instructions?

[HUD209]

No, after speaking to Three they told me to phone another company, I think they're called Ingram. I was on hold with them for over 40 minutes today and was told my details were not even forwarded to them from Three in the first place... 

[JadeF]

Thanks for coming back to us @HUD209 

The order confirmation email from Ingram is sent immediately once your order is submitted. You should have received a jiffy bag within 2 working days. 

What have Ingram advised the next steps would be? 

Jade

[HUD209]

They didn't give me any steps and told me to speak to Three again. So I just got off the phone to Three and they have pretty much said the same thing as Ingram. Three are saying they can't do anything and speak to Ingram again.

Frustrated is an understatement. This is shocking behaviour and I regret signing a new contract with Three. 

[PeteG]

Hi there. 

When you were providing the IMEI number for the device you're trading in, what was the amount that was quoted to you for that?

Pete.

[HUD209]

She quoted £47 for the phone and £150 for trading in. She asked me if I wanted that taken off the monthly payments or put into the bank.