Upgrade with Three Trade In

[Taylor2025]

So recently upgrade my airtime/device with three early and opted for Three Trade in to pay my existing device plan off £285. So this payment has been made to three £300 however not on to my previous device agreement plan as advised at the time of upgrade have spoken with three this afternoon who has advised he can only make to payment against my new device agreement?? Why is this when the whole point in me trading in my phone was to clear the outstanding device plan. Is there anyone on here from three who can help 

[LeeWare]

Similar problem, I'm posting this everywhere as I don't seem to be getting anywhere...
My wife ordered the Pixel 9a from Three when it was released and traded in her Pixel 7 Pro.
The new Pixel 9a phone arrives. 
We sent the trade in phone off and eventually receive an email stating that the money for the trade-in phone would be applied against the device plan payments.
The trouble is, this never happened and no money from the trade-in ever came off the device plan.

We contacted Three and went round and round in circles, being passed from department to department

In the mean time we carried on making the device plan payments at the full amount.
After many, and I'm being generous when I say many, attempts to resolve this with 'Three' someone said they understood what had happened and they would sort it out.
The money was finally taken off the amount we owed, but for some reason the monthly bill stayed the same, something told us, this won't end well.
With the amount owing being so small, I decided to pay it off ,the amount owing now saying zero.
Now 'Three' are saying we owe them £xxx, which funnily enough works out to be the same amount as the agent eventually deducted from the device plan.
We have contacted them again several times, gone through the complaints procedure yet again and heard nothing yet again.

All we keep getting is more emails and more texts saying we owe £xxx and her credit rating could be negatively affected if we don't pay.
Short of contacting the C.E.O or looking for outside help, we have run out of ideas and are completely drained from speaking to people who simply don't understand us.
Please help.
Angry and very frustrated  Husband.

[Maxine]

Hey Taylor2025,

Welcome to the Three Community!

That's not right this wasn't added to your previous device payments which was agreed. We do have options to choose if the trade in offer goes to either the old device or new device plan. Did the agents explain why this couldn't be honoured to your preferred device?

Maxine

[Taylor2025]

I was advised via phone and live chat that there was no option available to directly pay off my previous device plan using the trade-in value. However, this is very confusing and frustrating, especially considering:

• I traded in my old device 7 days ago.
• I’ve since contacted the trade-in partner, who confirmed Three has already received the £300.
• Despite this, no one from Three has contacted me, nor has the amount been used to pay off the balance on my previous plan — which was the sole reason I agreed to the early upgrade and trade-in offer.

When I queried this yesterday your agent said the only option was to request an investigation, which might credit the amount back to my bill and then issue a refund to my bank — but this would take too long and is not the resolution I’m seeking.

[JadeF]

Sorry to hear of all the confusion @Taylor2025 

The payment would be paid directly to your bank for you to then call up to clear the existing device finance balance. The options provided at point of trade in are a bank transfer or reduction to the new device loan.

I fully understand that this isn't the outcome you had hoped for, but it sounds like the agent has taken the correct steps to ensure you get the money that is owed to you. 

If you wish to discuss your complaint further, you can reach out to the team on one of the following options here. 

Jade

[Taylor2025]

I’ve still awaiting this £300 and I’ve had no update to when I will receive it 

[PeteG]

I would imagine that an update should have reached you by now, Taylor. Did you reach out to the team to check in on it since you hadn't heard anything back? 

Pete.

[Taylor2025]

I’m away in turkey at the moment so have not been able to make contact and ever time I go around in circles for hours in chat 

[JonathanB]

Hi @Taylor2025,

Sorry to hear this hasn't been resolved. When you've time to chase it up, I'd recommend to get in touch and ask the team to help you out with how to forward them your email from the Trade in team, as this should prove the amount, and expected date of the payment. I expect that should help get this resolved for you.

Thanks,
Jonathan