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

[Turnerp]

Hi Isac, 

I have actually woken up to being paid by them! I am very surprised. Keep nagging them and hopefully you will get paid soon too 

[JonathanB]

Hi @Turnerp,

Glad to hear this. We've been passing on everyone's feedback so glad to hear this has been resolved by the team now. 

Thanks,
Jonathan

[IsacLondon]

Ingram has confirmed that the phone was received in perfect condition, and they do not process payments directly. Instead, they transfer the information to Three, who handle the payments.

Three sent an email on October 20th confirming that they would pay out £633 on October 21st. However, since then, Three has been misleading me.

I have a recorded call from when I upgraded, where Three assured me they would pay me. They never mentioned Ingram and said they would send a package with instructions on how to return my phone.

It seems that Three is deceiving its customers, as I’ve seen multiple complaints online. No one seems to be receiving their payments. It feels like Three is scamming all of their clients.

[Turnerp]

I have a complaint open with them at the moment and should hopefully receive payment within 3-5days after speaking to them again today and if yet again I haven’t received the money I will be contacting the fraud line 

[IsacLondon]

Some people who also opened complaints with them, but their cases were closed after five days because they couldn’t resolve it and blamed Ingram instead. Let’s hope you receive your payment soon! I’d appreciate an update if you do get paid. Thank you!

[TradeinScam]

I’ve had the exact same problem. The only thing I get told when I’ve spoken to the ‘support team’ is to wait another 5-7 working days. Seems like an easy way to fob people off until it passes the upgrade cooling off period. I’m owed £249 for my trade in which I was told on 22nd it had been paid and to allow up to 5 working days. We are now on day 8 and I still can’t get through to Ingram Micro Services ltd, they have not answered any of my emails or calls despite being on hold for over an hour at a time. This is one big scam that needs looking into, the company is a fraud and I don’t think it’s just Three who use this company for trade ins. Something isn’t right and needs escalating.

[Turnerp]

I have got through to them and now they have stated I will not receive the money back until the 2nd or third bill, making up excuses of why this hasn’t been paid. I’ve raised a formal complaint with them and have a 48hour wait, I will chase them up again after this time

[PeteG]

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. 

[IsacLondon]

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.

[TradeinScam]

When you say ‘support team, which section are we supposed to go through to? I tried live chat which got me nowhere.