Promotional Amount from Pixel 10 Pro missing

Hi there ​@WillHolmes84, sorry to hear that. If you’re already in discussion with our teams, please keep in touch with the same team, as they’ll be working on that for you.

Thanks,

Tyler

Hi,

I have sent about 6 emails, is there any chance I can have some assistance.

I have not received any response regarding my missing promo payment.

Can someone help?

Hi ​@WillHolmes84 

Which team have you contacted?

Anika

Hi Anika,

I have emailed the addresses below.

TradeUpHelp@currys.co.uk
TradeUpHelp@dixonscarphone.com

Thanks for your help

Can I get an update on this please guys?

Hi there ​@WillHolmes84, these aren’t instant response email address, so response times will vary. When did you first email them?

Thanks,

Tyler

I first emailed them over 2 weeks ago now - Can I get a phone number or something, it seems the only method to get in touch is email although it’s not really a contact method when you get no response.

Is there a phone number or something?

I am not receiving an email response and the responses on here are starting to dry up also.  My next step is to get in touch with Ofcom as I have filled out forms and gone through the correct methods but now that my 14 day cooling off period has ended I cannot get in touch with anyone.

Hi there ​@WillHolmes84, the trade-in team don’t have a phone number, and we don’t have a general customer service phone-line I’m afraid. I’d recommend contacting our live-chat and asking to speak to an agent:

https://www.idmobile.co.uk/live-chat

We’re not a live-chat on Community forums, so our response times will always vary.

Thanks,

Tyler

I have contacted live chat and as I am sure you are aware... They don't deal with Trade-In enquiries.

Can you please assist.

Hi ​@WillHolmes84 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom

I am still waiting for some progress on this - I received a direct message asking or personal details which I provided and now things have gone dead

Hi there ​@WillHolmes84, we’re not an instant response team via PM’s or Public here, so our response times will vary and we’ll get back to you ASAP.

Thanks,

Tyler

In the time you are taking to tell me you are not an instant response team. Why don't you spend that time responding?

This is crazy how long this is taking to resolve something that should be automatic.  There are no phone numbers and there are no responses via email. What am I to do?

Hi ​@WillHolmes84  we understand your frustration, we will always respond as soon as we can across all platforms, both public and private.

Hi guys, im also experiencing the same as Will. I have recieved the currys voucher, and the raw trade-in price, but I have not recieved my top-up for the pixel pro 10 xl, despite filling in the forms correctly. I contacted support which said:

“

Thank you for choosing Carphone Warehouse for your trade-in.     

Promotional payments are made separately from the handset payment.  

We will honour the promotional claim provided the qualifying device was purchased within the promotional timeframe. 

We will send you an email confirmation once the promotional amount has been processed to the bank account information stipulated on your trade-in order.”

Which -IS- helpful, but I still have not received the payment. (Now almost 2 months since purchase)

Hi ​@Truegrave 

Sorry to hear you’re having issues with the trade-in. I recommend contacting the following teams, as they handle trade-ins and can guide you on what to do next:

Curry’s: 0344 561 0000

Trade-in Support: 0370 111 6565

Michael Z