Trade in no payment received - scam?

[Turnerp]

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

[KateS]

Hey @marcc,

If you received confirmation of the payment on the 11/11/2024, from what I've seen, it can take up to 5 working days to process into your account.

If you've not received the funds on Monday, please let me know and I'll support further.

Thanks,
Kate

[KateS]

Hey @macman89,

I'm sorry to hear you've had a delay in receiving the payment.

As it's been more than 5 working days since the payment should've been received, please reach out to our Customer Service team, they'll be able to escalate this to our Billing team.

Thanks,
Kate

[Mark5]

You are aware that your customer service team are doing nothing around this? I raised a complaint and it was closed within 3 mins, stating they could not do anything about it. Your partners are taking peoples phones and you cant do anything about it?

[IsacLondon]

Don’t give up—sometimes making enough noise can lead to results.

I posted a message encouraging others who have been scammed to send a short response, which we would forward to a solicitors firm prepared to take action. However, they deleted my post, claiming it violated their policies. Ironically, it seems not paying customers is part of their policy!

Stay persistent, and hopefully, progress will come.

[IsacLondon]

I traded in my phone a couple of months ago and received an email stating I would be paid £633 on 21/10/24, but the payment never arrived. I’ve contacted Three, but they redirected me to Ingram, saying it’s Ingram’s responsibility as they handle trade-ins for them. Ingram, however, claims Three is responsible, leaving me stuck in a loop with both parties passing the blame.

I filed a complaint with Three, but they closed it after five days, saying they couldn’t assist further and advising me to reach out to Ingram. So far, I’ve collected recordings of the trade-in calls where Ingram was never mentioned, along with emails as evidence.

I’m planning to escalate the issue with a solicitor who works on a no-win, no-fee basis, seeking compensation and accountability from Three. If anyone else is facing a similar issue, feel free to join in—I believe we could gather a significant number of people to demand action from Three.

[Amy2]

Hey do you have any socials to private message, I'd like to talk more about this 🙂

[KateS]

Hey @IsacLondon,

I'm sorry to hear you've not received your trade-in payment yet.

Could you advise the date you received the email stating the payment would be made on the 21/10/2024, please? Was this a direct email from Three? 

Have Ingram confirmed the device has been received and the payment has been released, at all?

Thanks,
Kate

[IsacLondon]

If this isn’t resolved within the next day or two, I have a solicitor from a Tier 1 firm ready to take action against Three. I’ll be sharing this information widely, both here and across the internet, and the solicitor will be prepared to support others who have been scammed by Three. It’s time they are held accountable.

[KateS]

Hey @IsacLondon,

Thanks for getting back to me. I hear your frustration and want to help. I'll send you a PM with further information.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

[IsacLondon]

Thank you for your private message. I’ve been in contact with them and had a chat with a customer service representative who provided reassurance and advised me to set it aside for 48 hours. It felt like receiving a personal VIP service. Let’s hope this helps speed up the process and resolves the matter soon.

If I may be honest, every customer deserves to be treated with the same level of care, and each inquiry should be taken seriously.

Thank you!