Topcashback Questions & Answers

deefadog · 10 October 2016 at 10:36AM

I decided to take the plunge and join Topcashback last week, i did the initial offer for the Cadburys roses, all but instead of £12.75 showing up as pending, it's just 60p?

So will this change at a later date to the full amount as it sometimes does on other cashback sites?

bristolleedsfan · 10 October 2016 at 11:25AM

B_M wrote: »

About time, but why?
Has the Co-op decided to stop affiliate marketing their banking side, or have they been suspended due to their antics?
Did you manage to get your payment after your direct complaint?

Several of us have had this communication from TCB regarding our missing cashback claims - 27th September

06 Oct 2016
Hi There,

Sorry to contact you out of the blue, we have recently been advised that The Co-operative Bank require further information for us to be able to submit claims so that they can successfully look into the transaction and resolve claims.

As we are still waiting for the exact information that they require, we are placing your claim on hold until we receive this information.

Once we receive this information, we will be in touch to request this and then we will submit your claim for review.

Sorry for the inconvenience this may cause.

This post indicates identical issue with Cooperative Bank is a long standing problem

https://forums.moneysavingexpert.com/discussion/5387309

Cooperative Bank responded to my complaint in the same manner as Plusnet initally did --in denial - you wont be getting it - seemed to think wouldnt be taken further ......

http://forums.moneysavingexpert.com/showpost.php?p=71416794&postcount=258

TopCashBack_Company_Representative · 10 October 2016 at 4:27PM

Hi Everyone,

I hope you all enjoyed the weekend!

@deefadog - These New Member Deals are intended to track incorrectly and then we will correct the transactions that are eligible. This can take 14 working days after the offer ends.

@kimcoates - Each review on site has been made by a member and we will remove it if we find it untrue - even if it is a positive review. Faster Paying is defined by a merchant that pays for confirmed transactions within 14 days. Asda purchases are something we have asked the network to investigate and so hopefully we see some progression with them soon.

@B_M - I am glad your receipts have now been resolved. We agree the querying process is much better now for members and bugs encountered along the way will be resolved as soon as they can be.

I do hope this helps everyone but if you have any further queries please don't hesitate to ask

Best wishes,
Matt

B_M · 11 October 2016 at 9:35AM

bristolleedsfan wrote: »

Cooperative Bank responded to my complaint in the same manner as Plusnet initally did --in denial - you wont be getting it - seemed to think wouldnt be taken further ......

I think that's how a lot of merchants work and not just the financials obviously. Sadly, many won't chase issues up and maybe one reason why TCB don't give the correct advise, as in all available options.
Go for it and allow them to line the FOS coffers.
I've been with the Co-op for over 30 years now and they were once excellent, but like many, they are now failing members / customers. I've moved one of my accounts and I'm seriously considering ditching them completely.

bristolleedsfan · 12 October 2016 at 3:50PM

http://forums.moneysavingexpert.com/showpost.php?p=71442460&postcount=267

This is why it is so important that merchants give reasons for declines.;)

https://forums.moneysavingexpert.com/discussion/comment/71443210#Comment_71443210

Y30man5 · 13 October 2016 at 1:08AM

Starting to get fed up with Top Cashback.

I thought it was great when I started using it back in May, but it seems that only the small amounts actually come through.

Still waiting for an Asda one of £5.77 to come through, it has been pending since may. (Contacted help, but their response is pretty much "just keep waiting"
Just checked on an Ocado one from September of £6 something which was pending, is now showing as £0.00

I currently have £6.95 payable and I went to withdraw it and I find that it's signed me up for plus membership, so they're holding £5 and I can only withdraw £1.95!!

What should be around £18 cashback is actually less than £2...
Makes me wonder what the point is!

B_M · 13 October 2016 at 7:50AM

@Y30man5 - it can be hard work at times and the 'just keep waiting' is how TCB work (or don't). I don't believe there is much chasing, if at all.
The £5 fee has been an issue since the 'Plus' membership started years back. TCB decided that ALL members had to opt out (if you want just basic membership), rather than sign up. Obviously wrong and despite many arguments, TCB refuse to change things. A bit like the TCB merchant reviews, always show the 5* reviews first rather than chronological order. Members need to see the current status of how a merchant is performing (or isn't) and the default setting MUST be 'newest'. The 'satisfaction' ratings are also very misleading, just try and find a merchant with less than a 95% satisfaction rating! Issues like above, only show that TCB treat their members like Schmuks!
The best way of resolving many issues is to issue a complaint direct to the merchant, as in, non-payment of their affiliate marketing.
The £5 fee can be advantageous for many, especially if you earn cashback in excess of £125 per year. A single insurance can be as much, or more than that! It works for myself and I'm happy to pay the fee and have actually had this deducted just this week.
Your Ocado looks like it's been declined. But TCB also have a 'fair play policy' - https://www.topcashback.co.uk/about?cat=FairPlay. Ask them if they still utilise that policy.

Good news, the Tesco credit card has rapidly moved to payable. Excellent cashback experience, so it can work.
Bad news, SSE is still showing over £30 short and that's despite a claim submitted over 3 months ago! As above, I don't believe any chasing up goes on. What's totally wrong here is, this was a TCB 'exclusive' and any decent company should see the injustice here, take ownership of the issue and take it to fruition. I've advised I'll leave it 3 more weeks and chase up direct with SSE myself, ie I'll do TCB's work for them. If you are not prepared to obtain the cashback yourself, then maybe TCB isn't for you?
Also, no movement on the Lottery 'issue'. 7 weeks estimate? Really? Some of the reviews would advise 7 months (or more)! Again, that will be chased up via a complaint, but I'll give it 12weeks, that's well over 50% over and above the 'estimate'. Fair?

Yorkshire_Pud · 13 October 2016 at 1:24PM

Matt about a week ago I got a secure message from TCB stating that Co-op Bank require further information from those affected by the Confirmed to Declined debacle but that Co-op haven't told TCB what this information they need is.

You couldn't make it up.

There is a big difference between waiting for a company to respond in a timely manner and the seemingly interminable delays that riddle TCB whenever there's a problem and sometimes when there isn't, viz Co-op having an average payout estimate of 29 weeks.

Its been over 6 months now since the account was opened.

What has not been explained yet and I'm not sure it ever will is why seemingly approved Co-op Bank TCB transactions at Confirmed for many weeks were for a group of people changed to Declined all on the same day?

bristolleedsfan · 13 October 2016 at 3:51PM

This post indicates debacle started before Clowns started really scaring people.

http://forums.moneysavingexpert.com/showpost.php?p=71417327&postcount=261

TopCashBack_Company_Representative · 13 October 2016 at 4:30PM

Hi Everyone,

@Y30man5 - With Asda we have already spoken to the network regarding these transactions and as soon as they have managed to obtain the commission for us and other commission sources for transactions made we'll then be able to pay you. Hopefully it wont be much longer now.

With Ocado, were you a brand new member? If you were I would advise you to lodge a claim as this merchant tracking a transaction at £0.00 suggests they do not believe your transaction was eligible for a commission payment.

I'd be happy to look into Plus Membership and assist where I can, please do drop me an email to mse@topcashback.co.uk so I can assist you with this.

@B_M - You may be interested to know we did change things in regards to Plus Membership. Many of our members missed out on earning much more than the cashback deduction in increased benefits and so we decided to switch things back. This is there for members to earn more cashback and not less

With merchant reviews, as I am sure has been explained before if we can balance things up and get more members to post positively when cashback tracks as expected we can look into this again. It's something we do discuss many times and will be sure too in the future. We respect member feedback and have implemented lots of change because of it such as with the changes made to receipt submissions.

If we find that an overall exclusive rate is not tracking as expected we do, as you say we should be, investigate it and resolve where possible. However, if it's just individuals who encounter an issue this is a very different matter and needs to be investigated on a individual basis

@Yorkshire Pud - If a bunch of transactions were deemed as incorrectly confirmed by a network they will inform us we're not eligible for the commission and we do have to decline these. As we give our members 100% of the commission, if this commission is £0 we can't then go back and cover the costs ourselves. I'm not saying this is what has happened with the co-op as the claims have not yet been resolved and cases like that are rare but it is a possibility. If you would like me to take a closer look at your claim please do drop me an email to mse@topcashback.co.uk

While your claims are being looked into, TopCashback is also doing some overall investigations into what has happened with these.

Best wishes,
Matt

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