Three Trade In - Payment Delay

[julia12]

Has anyone received the payment for their trade-in? I received confirmation a week ago that payment was made, however this has still not been reflected in my account. 

[Mark5]

Did any of you actually receive the money? Going through the same issue at the minute

[DE123]

I am having a similar, very frustrating experience!!  Returned my old phone on 12th October, then received an email from Ingram on 16th October to say the payment was being made and it would be in my bank account within 5 working days.  On 23rd October (a week later) still no payment had been received.

So, for the past week I have spent many hours everyday on the phone trying to find out what is happening.  When I call Ingram I have to wait between 1 and 1 1/2 hours for someone to answer the call.  They tell me that they have sent the relevant information to the Three billing team to make the payment to me but when I speak to Three customer service they say they have not received the information and that I have to wait!  I raised a complaint on 23rd Oct for this to be investigated and yesterday I received an email to say they were happy that my complaint had been resolved and it was now closed.  Even though nothing had changed and I have still not received payment or given any idea of when or if I will.  Spoke to Three again today, they say they have raised it again and I will have to wait yet another week for them to investigate!!!!!

[MichaelP]

Hey @julia12,

Thanks for reaching out to us, and I'm sorry to hear you're still waiting for your trade-in payment.

Had you asked for this to be sent to your bank account, or towards the cost of a new device? Was this confirmation to advise that the money had been sent to you?

If it was to your bank account, have you checked with your bank to see if the payment is showing as pending?

Thanks,
Michael

[julia12]

I have spoken to several staff members of Three and have still not received these funds. Contacted Three Trade-In who advised the payment will be received directly from Three as I opted to have the funds received straight into my bank account. Shocking service received - 12 days since I was advised the payment had been made, and still no funds have been received.

[tomwho]

Hi Julia,

Did they escalate it to the billing department to look into and give you a 48 hour turn around time? because that's my current situation but reading your comments i assume that i'm going to be disappointed?

[julia12]

Hi Tom - yep, was told that last week Friday. Unfortunately have still not received anything. Not too sure what the correct step is going forward but currently at my wits end.