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  • FIRST POST
    • MSE Andrea
    • By MSE Andrea 27th Mar 13, 2:23 PM
    • 8,268Posts
    • 20,325Thanks
    MSE Andrea
    0 WOW
    Topcashback Questions & Answers
    • #1
    • 27th Mar 13, 2:23 PM
    0 WOW
    Topcashback Questions & Answers 27th Mar 13 at 2:23 PM
    MSE Additional reading:

    You might like to read our latest Cashback sites news story: Are you a cashback site loser?

    Back to the original post...

    Hi everyone,

    If you have a question you'd like to ask cashback website Topcashback directly, post your question below and it will try to answer. If you want to discuss other cashback sites then please start a separate thread if there isn't one already.

    Please remember referral links are not permitted. If you want to post a referral you can do it on the Topcashback referrals thread.
    Last edited by MSE Andrea; 27-10-2015 at 9:51 AM.

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Page 1
  • Heisenberg II
    • #2
    • 31st Mar 13, 7:30 PM
    • #2
    • 31st Mar 13, 7:30 PM
    My Heart Bingo cashback is still pending but instead of saying £10.10, which it did say initially, it has now changed to £0.00.

    Should I wait until this is confirmed or lodge a claim?
  • TopCashBack Company Representative
    • #3
    • 2nd Apr 13, 10:26 AM
    • #3
    • 2nd Apr 13, 10:26 AM
    Hi Heisenberg II,

    I would expect this to show as a figure, so could you lodge a claim now?


    To claim - please go to Customer Support> CashBack Claim> Lodge and complete all the details on this form or use the link below

    http://www.topcashback.co.uk/account/enquiries/missingcashbackclaims/submit

    Please let me know if you have any issues.
    Many thanks,
    John
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Heisenberg II
    • #4
    • 2nd Apr 13, 1:37 PM
    • #4
    • 2nd Apr 13, 1:37 PM
    Hi Heisenberg II,

    I would expect this to show as a figure, so could you lodge a claim now?


    To claim - please go to Customer Support> CashBack Claim> Lodge and complete all the details on this form or use the link below

    http://www.topcashback.co.uk/account/enquiries/missingcashbackclaims/submit

    Please let me know if you have any issues.
    Many thanks,
    John
    Originally posted by TopCashBack Company Representative
    Just checked and it has now been confirmed as the correct amount.

    I will bear this in mind in future, thanks!
  • TopCashBack Company Representative
    • #5
    • 2nd Apr 13, 2:43 PM
    • #5
    • 2nd Apr 13, 2:43 PM
    Hi Heisenberg II,

    Thats great news!

    It looks like these transactions can take a short time to update from £0.00 and we have now updated the site to show this.

    Best wishes,
    John
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • pinkcalculator
    • By pinkcalculator 2nd Apr 13, 5:10 PM
    • 294 Posts
    • 260 Thanks
    pinkcalculator
    • #6
    • 2nd Apr 13, 5:10 PM
    • #6
    • 2nd Apr 13, 5:10 PM
    My Waitose queary from December is still not shown or replied to I think you said it was a 3 month wait that should be done by now
  • TopCashBack Company Representative
    • #7
    • 3rd Apr 13, 11:01 AM
    • #7
    • 3rd Apr 13, 11:01 AM
    Hi pinkcalculator,

    I've asked the Claims Team to give you an update on this claim. If you don't hear anything after a couple of days please post back

    I really hope this goes on to be a successful claim for you!

    Best wishes,

    Jessica
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • pinkcalculator
    • By pinkcalculator 3rd Apr 13, 11:39 AM
    • 294 Posts
    • 260 Thanks
    pinkcalculator
    • #8
    • 3rd Apr 13, 11:39 AM
    • #8
    • 3rd Apr 13, 11:39 AM
    Thanks much appreciated just to know what's happening
    I must admit I do find the insurance one not even tracking or showing at all for three months a bit of a worry as that's usually a lot of money why can't it just be shown as there and noted at least ?
    • darkvelv
    • By darkvelv 3rd Apr 13, 1:39 PM
    • 477 Posts
    • 10,933 Thanks
    darkvelv
    • #9
    • 3rd Apr 13, 1:39 PM
    • #9
    • 3rd Apr 13, 1:39 PM
    Hello TCB ,
    Can you,please, help?
    My OH account has been 'terminated'.
    This is what he has received today, without no further explanation and it's so frustrating - no explanation, no nothing.
    Hi there,

    Thanks for getting back to us.

    I have taken a look at your account and unfortunately, it does appear that this has been automatically terminated by our system as this shows characteristics that are potentially attributable to abusive or fraudulent activity that may contravene our Terms and conditions, due to merchant abuse.

    Kind Regards,
    Is there anyway for him to reinstate h'is account?
    He used to have around £60ish to be confirmed and now this is so upsetting.

    Thank you!
    ...reality is a point of view...
  • shirlls
    I've been registered with Topcashback for a number of years, my main transactions being with Debenhams and home and car insurance. Since the end of last year Debenhams transactions are not tracking and I've had to make a claim for every purchase I've made, luckily they've all been paid but it's a worry.

    My home insurance was due in April. I usually just pick the highest cashback amount with the best quote, but because of the trouble with the Debenhams transactions I checked the cashback reviews and they were terrible - hardly anyone was getting their cashback, so I decided not to go through Topcashback for my insurance.

    I don't think this is a merchant problem, there's too many, it must be a problem with Topcashback
    • pinkcalculator
    • By pinkcalculator 4th Apr 13, 8:03 AM
    • 294 Posts
    • 260 Thanks
    pinkcalculator
    Must admit I think I might use quidco for the car insurance I don't like thr idea if waiting three months to see if its tracked then having to chase it up I can't even remember how much cashback was due now
  • TopCashBack Company Representative
    Hi Everyone,

    Thanks for posting.

    @pinkcalculator and shrills, I am sorry that you have had tracking issues. This can happen now and then, but if it is happening regularly it may suggest an issue with PC or browser settings. The claims process can take some time, but it should only have to be used rarely. If a transaction isn't tracking within 7 days, it is best to lodge a claim then.

    @shrills, I know that the reviews can look negative here, but having looked at the overall statistics, Debenhams transactions are generally tracking correctly. Can I suggest trying a different browser and making sure to clear cookies before visiting TCB? Have you changed anything or installed any software such as Adblock plus or Microsoft Security essentials around the time the tracking issues started?

    @darkelv, can you email contact@topcashback.co.uk about this? We can then pass this to the memberships team for you.

    Many thanks,
    John
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • pinkcalculator
    • By pinkcalculator 4th Apr 13, 10:36 AM
    • 294 Posts
    • 260 Thanks
    pinkcalculator
    It's not a tracking issue its the fact that the insurance through your comparison area won't even show for upto 3 months I don't know if its tracked or not as you have to wait 3 months for it to show it, its not really fair not to even be tracked or showing at all. I wait nearly 9 months for quidco to get the insurance cashbacks by at least its showing on my account. I think its something policy wise that needs to be changed its put me off the next insurance in a few days.
  • shirlls
    Yes, Debenhams cashback has tracked.......eventually! The reviews I was talking about were for insurance, every merchant I looked at had terrible reviews, even the big names like Aviva and More Than.

    I'd never had trouble with cashback before and I've always used my work computer, so I can't mess with the cookies, browser or security settings.
    • darkvelv
    • By darkvelv 4th Apr 13, 1:39 PM
    • 477 Posts
    • 10,933 Thanks
    darkvelv
    Hi Everyone,

    Thanks for posting.
    @darkelv, can you email contact@topcashback.co.uk about this? We can then pass this to the memberships team for you.

    Many thanks,
    John
    Originally posted by TopCashBack Company Representative
    Thank you, John.

    He already did contact them and after over a week he got the answer, which I've quoted. He asked the team member for more reasonable explanation, but so far nothing
    ...reality is a point of view...
  • TopCashBack Company Representative
    Hi Pinkcalculator, I see your point here. The Topcashback compare tool can take up to 60 days to track a transaction. This is due to the processes which have to take place, as a slightly different system is used. You should still see a click record on your account here-

    www.topcashback.co.uk/account/earnings/clicks

    This doesn't necessarily mean that the transaction would track, but at least you have a point of reference and can see that the click-through has been successful.

    We do appreciate feedback on issues like this.

    @shrills, the majority of More Than and Aviva transactions also track correctly. I would re-iterate that reviews tend to be posted by those who have had a negative experience and sometimes don't give a clear overall picture. We do have problems with some of these transactions, but they are the exception rather than the rule.

    Is it possible that some settings/software was changed on the PC you are using? We usually find that these issues are related to settings, especially if there are no records of general tracking issues with a merchant. Unfortunately, the only course of action here would be too lodge claims, but using a different web browser may also help if you are able to do this.

    @darkvelv, can you get them to email mse@topcashback.co.uk? I will pass this on to the memberships department for you and ask them to update you.

    Best wishes,
    John
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • darkvelv
    • By darkvelv 4th Apr 13, 4:52 PM
    • 477 Posts
    • 10,933 Thanks
    darkvelv
    @darkvelv, can you get them to email mse@topcashback.co.uk? I will pass this on to the memberships department for you and ask them to update you.

    Best wishes,
    John
    Originally posted by TopCashBack Company Representative
    Thanks a lot, John! He did write to them again with the above request, fingers crossed it will reach you at some point.
    ...reality is a point of view...
  • pretzel
    Hi hoping you can help me. I have a missing cashback claim of £50 outstanding since last August... Really disappointed in the service I have received over this. I have sent numerous nudges and don't seem to get a reply.

    I feel this is way to long now and I would appreciate an update on this...surely it should be paid by now?

    Please advise
  • TopCashBack Company Representative
    Hi pretzel,

    Thanks for posting. I am sorry that this isn't resolved yet.

    Can you email mse@topcashback.co.uk with your username and I can chase it up?

    I will speak to the claims team and see where they are at with it.

    The nudge system does direct their attention to this, but the best bet if you haven't had a resolution within 12 weeks or so is get in touch with us by a support ticket, or by posting here.

    Best wishes,
    John
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • johnk
    • By johnk 5th Apr 13, 11:22 AM
    • 422 Posts
    • 215 Thanks
    johnk
    Hello, John, Can I ask you about the TCB payment in Tesco points? I appreciate that there is a limit of £50.00 for this method - the problem is that many TCB regulars have TCB balance over £50.00. There doesn't seem to be a way to split the payment so that £50 goes to Tesco payment (and rest goest to others). This makes it very difficult to control. Do you have a plan of action on this? (Perhaps if it is not too difficult, TCB could have an option for user to say how much he wants the payment rather than forcing him to withdraw the total in one go). Also in another thread, people were saying that, with the addition 5% on top of £50 as added by TCB, the total is over £50 which results Tesco claiming ALL the points back for breaching the T/C. What's your agreement with Tesco on this? Thanks.
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