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

[Mark5]

I am having the same issue as a number of others it seems, I raised a complaint via 3 after reviewing the messages from moderators here where they are redirecting us to customer services and they closed this within 3 mins! Unbelievable. I will be contacting the ombudsman over this. They are currently holding my property without making payment. 3 sort this out asap, and stop promoting this when there are clearly issues

[JonathanB]

Hi @Mark5,

I'm sorry to hear about your experiences with customer services, and that there's been delays in your Trade in payment being sent to you. We're passing all Community feedback onto the relevant teams.

Can you help me understand your situation please? Do you know when the phone was received by the team, and have you received any communications about when the payment was expected to be sent to you? How long have you been waiting for this now?

Thanks,
Jonathan

[marcc]

Any update on this please? Having a same issue at the moment 😞

[macman89]

I was also told id received a payout for my trade in last week but received nothing 

"Your trade-in payment is confirmed

Trade-in reference number (XXXXXXX)

Hi XXXX,

Details of the payment

Thanks for posting your device to us. We've received it and can confirm we'll pay you the quoted amount.

A payment of £150.00 will be made to:

XXXXXXX on 02/11/2024 via Payment To Bank Account"

---

[marcc]

I've received the same message on monday 11/11/2024 but until now still haven't received any payment from them.

[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.