Yahoo Finance 'Why hasn't Carphone Warehouse paid the £420 I'm owed for trading in my old phone?'
Just after my birthday I decided to order a new mobile phone using some birthday money.
I was delighted to find that my old mobile was accepted as a trade-in by Carphone Warehouse and it was valued at £320 plus a special £100 bonus, making £420 in all.
The website and literature boasted that the money would be paid into my bank account within three days of receipt of the old mobile.
I packaged up the old phone and sent it off by tracked post. It arrived at Carphone Warehouse. Since then I have lost count of the number of times I have called and the emails I have sent trying to get this money.
It is supposed to be transferred by Bacs but still has not arrived more than six weeks later. Should I initiate a claim in the small claims court? Or can you help? I am a disabled pensioner and cannot afford to lose this money.
DL, Cheshire
Carphone Warehouse came back to me saying you had entered your bank details incorrectly, which was why the refund was unable to be processed.
In fact, a human error at its end was to blame with an employee having reversed two of the account numbers.
Carphone Warehouse is sorry for this misunderstanding. I am told the case has been escalated to the top further to my involvement. As well as the £420, an additional £100 has now been paid for goodwill.
