Trade in money not arrived and shocking communications!

Question

Well, I hope the title says it all! I sent my Iphone pro max 15 off on 13th July 2025. I tracked it and it arrived on the 14th. I have had no unprompted emails about it arriving or if the money has been sent. The only time I had an email is if I’ve attempted contacted the trade up team first! This is the current email chain :-

Order # 445054311-1

Good afternoon,

I sent this order off on Monday via recorded delivery. Could you please confirm that you have received the order and it is being processed?.

Kind regards

Ella Woodhouse

Hello Ella,

Thank you for your email.

We appreciate your decision to choose Carphone Warehouse for your trade-in.

We can confirm that we have received your device. It is currently in the queue for processing. Our engineers are working diligently to process your trade-in as quickly as possible. You will receive an email update from us as soon as the device process is completed, and payment is issued.

Kind regards

From: CurrysOnlineTradein <CurrysOnlineTradein@currys.co.uk>
Sent: 18 July 2025 11:01
To: TradeUpHelp <TradeUpHelp@currys.co.uk>
Subject: Fw: Order # 445054311-1

Hi Team,

Please help us here.

Kind Regards,

Gauravi

From: Ella Woodhouse
Sent: Thursday, July 17, 2025 2:45 PM
To: CurrysOnlineTradein <CurrysOnlineTradein@currys.co.uk>
Subject: Order # 445054311-1

::DISCLAIMER::
________________________________________________________________________________________________________________
Confidentiality Notice from Currys plc (registered in England & Wales No.07105905) of 1 Portal Way, London, W3 6RS. The information contained in this e-mail and any attachments may be legally privileged, proprietary and/or confidential. If you received this e-mail in error, please notify the sender by return, permanently delete the e-mail and destroy all hard copies immediately. No warranty is made as to the completeness or accuracy of the information contained in this e-mail. Opinions, conclusions and statements of intent in this e-mail are those of the sender and will not bind any Currys group company unless confirmed by an authorised representative independently of this e-mail. We do not accept responsibility for viruses; you must scan for these. E-mails sent to and from a Currys group company are routinely monitored for record keeping, quality control, training purposes, to ensure regulatory compliance and to prevent viruses and unauthorised use of our computer systems.

Good afternoon,

Thank you for your email dated 18th July 2025. Could you please confirm the average turnaround time for a trade in please?

Kind regards

Ella

Hello Ella,

Thank you for choosing Carphone Warehouse for your trading needs.

We processed a payment of £510 for you on 17/7/25.

Please allow the funds to be deposited into your provided account within 3-5 working days, and up to 14 working days in some cases.

Thank you for your business.

Best regards,

The Trade-in Team

From: Ella Woodhouse
Sent: 23 July 2025 13:51
To: TradeUpHelp <TradeUpHelp@currys.co.uk>
Subject: Re: Order # 445054311-1

Good Morning,

Once again, thank you for the prompt response to my email dated 23/07/2025.

You have told me that a payment was processed on 17/07/2025 for my phone. I find this confusing, as your prior email dated 18/07/2025 asserted that your company had received my device

but it had not been processed through your system at that point in time. Which email is correct?

I have not received any payment yet. Your email said this can take 3-5 working days, which has now passed, but up to 14 working days in some cases. I am now getting somewhat concerned,

as I am sure you can imagine.

Could you please look into this and find out exactly what is going on please?

Kind regards

Ella Woodhouse

So, currently I’m stuck in limbo. No emails, no money...no nothing. I tried to do it this way as I have disabilities and was trying to save myself the pain of having to get into town and sort this out. That seems like a fail to me now.

Has anyone got any advice on what I could do to progress this from here?

Thanks in advance guys!

Siân W · Answer

Hi ​@RixieWe’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/overviewWe’ll see you there.