Hi ​@tombaker 

I’m sorry for the confusion and for any concern this has caused. If I’ve understood correctly, it sounds like you’re referring to a trade-in completed when you purchased your new phone.

Our trade-in service is managed by our sister company, Currys, who handle the receipt of devices and any related payments. For updates on whether your device has been received or for information about your trade-in payment, please contact the Currys Trade-In team directly at TradeUpHelp@currys.co.uk they’ll be best placed to assist you.

If this isn’t what you were referring to, or if you need any further help from our side, please let us know and we’ll be happy to help clarify.

-Owethu

Did you ever receive your payment for your phone?

I sent mine off, it's been 7 days and the tracking still says it's in transit. I've just contacted Currys to see if they can help. 

HI ​@Njmb500, 

We're sorry to hear that you're still waiting for an update regarding your trade-in.

As the trade-in process is managed by Currys, they would be best placed to investigate the status of your device and any payment associated with the trade-in. They have access to the relevant tracking and processing information and will be able to provide you with an update.

It's good to hear that you've already contacted Currys, and we would recommend continuing to liaise with them regarding this query.

We apologise for any inconvenience caused and hope Currys are able to provide you with an update soon.

Owethu