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Active Contributor
October 1, 2025
Question

No payment after trading phone in

  • October 1, 2025
  • 12 replies
  • 95 views

Hi

I traded my phone in early last month and I have only received the initial £230 payment. I should have also got a £250 bonus payment which I have never received. I filled in the bonus trade in form. I have emailed around 5 times now and had no response from you. Please can you make the payment or I will take this to citizens advice. My trade in reference is .

    12 replies

    Kash M
    iD Mobile Employee
    iD Mobile Employee
    October 1, 2025

    Hi ​@Chickens22,

    Welcome to the Community!

    Our trade-in service is provided by our sister company Currys. For any queries with your trade-in please contact TradeUpHelp@currys.co.uk

    We would advise to allow 5 working days for the team to get back to you.

     

    Kash

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    Active Contributor
    October 2, 2025

    Hi Kash

     

    I have emailed the above address numerous times over the last month and had no reply. Please can you advise?

     

    Thanks

    Siân W
    iD Mobile Employee
    iD Mobile Employee
    October 3, 2025

    Hi ​@Chickens22  have you checked your junk/spam folders?

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    Active Contributor
    October 3, 2025

    Hi Sian

     

    Yes I have checked my junk folder and have not had anything. 

     

    Thanks 

    Siân W
    iD Mobile Employee
    iD Mobile Employee
    October 3, 2025

    I can only assume they may have a backlog ​@Chickens22 ? Can I ask when the last time you emailed them was? Have you ever had any contact from them?

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    Active Contributor
    October 3, 2025

    Hi again

     

    I emailed on the 16th September and again on the 25th. I have also filled in the online help form multiple times over the last 4 weeks. I have only ever had one email confirming the original payment was made a few weeks ago (which it was) but I have never had anything since about the bonus payment.

     

    Thanks

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    October 4, 2025

    Hi ther ​@Chickens22, sorry to hear that. Would you like us to PM you and raise with our trade-in team and see if we can get a response?

     

    Thanks,

    Tyler

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    Active Contributor
    October 4, 2025

    Hi Tyler

     

    Yes please, thank you very much

    Kash M
    iD Mobile Employee
    iD Mobile Employee
    October 5, 2025

    Hi ​@Chickens22,

    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.

     

    Kashif

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    Active Contributor
    October 14, 2025

    I have still got absolutely nowhere with this. Please can this be escalated to a manager? I will be contacting trading standards at the end of the week as I feel like I am just getting fobbed off