Trade In Problems

[Catflap76]

I'm having big problems getting a payment for my trade in phone, both ingram and three claims the other makes payment. Any help would be appreciated.

[KL1]

I have the similar problem now. They confirmed receiving the phone 2nd of December 2025 and sending the refund on the 3rd but the last 4 digits of the bank account they sent the refund to as stated in their e-mail is not my bank account at all. I only have 2 bank accounts and have used one of them as the direct debit account for the past 2 years. So it makes nonsense to send it to another bank account which they claim I provided online. This is so exhausting and infuriating. I really want to escalate it further.

[PeteG]

That's quite strange. 

I can't imagine where the other bank account would have come from. The team should be able to raise an investigation into the matter. Was that done? If so, how long did they say it would take? 

Pete.

[KL1]

I have raised the complaint online, have spoken to multiple agents and they all insist I changed the account details on November. They have deducted my direct debits to the account I have now for the past 2 years so it makes no sense at all. I have the bank statements to show that I sent those to them. The one who processed that refund should be asked how they processed it. It's strange and I'm honestly so frustrated. They did not give me a time frame, just that they will get back to me in a week's time which they do, only to be asked the same questions every week for a whole month now. It's ridiculous. Now I have trust issues with Three. 

[Mako]

I do have exactly the same problem. I have received the email drom Trade-in 21st February, and still haven't received the money. I send 3 emails-no response, call them several times with 40 min waiting time on the line - no response. 

I will call Three today with official compain. They took my property and I am expecting or receive it back or payme t which was promised.

If I would know I will have to deal with that I would never use this service! 

[JonathanB]

Hi @Mako,

Have you received any update in the meantime since posting? When did the email state the payment was expected to be sent?

Thanks,
Jonathan

[Maxine]

Hey Mako, 

Did you get in touch with our Complaints Team about this today?

Maxine

[JadeF]

Hey there.

Welcome to the Three Community page @Catflap76 . 

Can you tell us a bit more about what has been going on? Have Ingram confirmed that they have received your device? Was an email received confirming an amount that would be paid to you and when? 

Thanks, Jade

[Catflap76]

Thanks for your reply,

Ingram received my phone on the 17th Feb, they sent an email confirming payment on the 25th Feb, problem i have is that they no longer make the payments, three do, but three denies all knowledge of this, have made a complaint and have to wait 48hrs.

[JonathanB]

Hi @Catflap76,

Thanks for explaining, and sorry to hear that you've been waiting so long for this to be resolved. Just to confirm have you opted to receive a payment to your bank, or a reduction in your monthly payments for a device plan? (the email you've mentioned from Ingram should confirm this)

Thanks,
Jonathan