on 10-30-2024 10:25 PM
Already raised a complaint a week ago and no response. Sent old phone for trade in, payment was meant to be sent on 18th of October and no money as been sent to me. Emailed the trade in line and no response. Spoke to three which were useless and palmed me off onto the trade in helpline, sat on the phone for over an hour till it was answered, when I finally got through they had no explanation for why this has happened and said they’d pass it onto management, three days later and I am still awaiting payment
I know others are facing the same issue, has anyone’s been resolved?
I am also disgusted at the service and customer care along with the lack of communication.
I will not be using three again due to this mess up and complete scam
on 11-01-2024 01:04 PM
Hello there.
It's disappointing to see that some of you have had issues getting the payment into your account. It sounds like something has gone wrong. The process is normally fairly routine, and the support team can normally keep users informed .
If you've been waiting more than 5 working days for the payment to reach the bank account after getting confirmation that the payment has been made/process, I'd recommend checking in with the support team to see what's going on. There's a couple of ways the money can be used, one of them involves crediting your account, so it's possible the money is just sitting waiting.
If you're waiting to head back from the team about a decision on the device, this can take a few working days from when it's received, but you'd normally get an email within 2 or 3 days to confirm. I'd recommend checking emails if you haven't already, or check in with the support team to see if they can advise what has happened.
Pete.
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on 11-05-2024 05:03 PM
The support team, based in India and Egypt, seems to have no understanding of the trade-in process and hasn’t been able to help at all—even the complaints team hasn’t provided any resolution. It’s clear that many customers are being misled, and it’s time to escalate this through the courts and regulatory bodies for fair trading. Ultimately, Three will likely face significant fines if they don’t start addressing this issue properly, so they should get on top of it as soon as possible.
on 11-01-2024 02:21 PM
When you say ‘support team, which section are we supposed to go through to? I tried live chat which got me nowhere.
on 11-02-2024 10:51 AM
The Start chat button on the page, or the phone number 0333 338 1001 are the two options you'd want to be looking at. Then you can proceed through as if looking to query the bill.
Pete.
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on 11-06-2024 09:22 PM
I spent over an hour on the phone with Three yesterday, after calling them and Ingram every day. The representative assured me she would call me back with an answer. She did call back about 10 minutes later, saying she would call me again tomorrow. This morning, she did call, but when I answered and said hello a few times, she disconnected the line.
It’s clear they’re misleading and scamming us. With thousands of customers now complaining, this won’t go unnoticed. People don’t easily give up hundreds of pounds, and Three has made a huge mistake. Action will be taken, and they can’t keep avoiding the truth.
on 11-05-2024 05:05 PM
Many customers have called, only to be told that they can’t be helped, leaving everyone feeling misled and without the payments they were promised. It’s time to escalate this matter through the courts and regulatory bodies for fair trading. If Three doesn’t start addressing this issue properly, they will likely face substantial fines. They need to get on top of this as soon as possible.
on 11-05-2024 04:54 PM
@PeteG I tried this and was told that they cannot help with trade in queries and to phone that number that no one ever answers. Where do we all go from here?
on 11-03-2024 11:13 PM
I’m sorry (I’m not) but this is one massive joke, you are all completely useless offering no actual solutions to the people who are owed money from yourselves. SORT IT OUT!
on 11-01-2024 06:42 AM
I also have the same problem.
my money was released 19th Oct but not in my account and three unhelpful they say it’s on its way they can’t say when. Totally ridiculous
on 10-31-2024 03:08 AM
Same thing here. I think something has to be done cuz it’s a scam
