Dear Carphone Warehouse Further to my email of 11/03/2019 15:18 I note I have not received any response from you. The allegations are that: 1. You failed to acknowledge receipt of the mobile phone device that was sent to the Carphone Warehouse Trade In Department and signed for on 05/03/2019 by yourselves. No communication from the Trade-In Team has been received in any form. 2. The 'promised' £355.00 trade in price within 3 working days (as stated on your website/promo material) is still not within my bank account after 5 Working Days. 3. You are in breach of your own terms and conditions outlined at: https://www.carphonewarehouse.com/mobiles/trade-in.html 4. If you cannot provide an effective trade in service, you should halt operations with IMMEDIATE EFFECT until the issues can be resolved. This is to allow resolution of ongoing issues (it's clear other customers are impacted) and to put your 'customers' interests first. 5. You have provided non-existent customer service from start to finish - countless times I have been told further information will be available within the hour - only to be told it's not available. This is possibly due to lack of communication between the customer service/trade in teams which needs to be resolved with IMMEDIATE effect. 6. Despite asking on numerous occasions to speak to a customer service manager, this is never possible - possibly because you do not care about customer feedback?. Based on the above information and that logged under complaint reference 28373190 I invite you to make a final decision no later than 17:00 on Thursday 14th March 2019. This gives you 3 working days to conduct a full investigation into the matters outlined above allowing you to bring this matter to a close that puts the customers first. I would also like to take the opportunity to remind you this is a £355 trade in - not something to the £50 value. Failure to resolve the complaint and trade-in issues to 14/03/2019 (which seems more than likely) this complaint will be escalated to Mark Reynolds, Investor Relations Manager on Friday 15th March. Yours Faithfully Jack Vockins