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  • FIRST POST
    • MSE Andrea
    • By MSE Andrea 27th Mar 13, 2:23 PM
    • 8,371Posts
    • 20,461Thanks
    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 168
  • TopCashBack Company Representative
    Hi everyone,

    Happy Wednesday!

    @Shackeng – I can assure you co-op have been paying for their cashback. I appreciate it is taking them time to pay some members cashback but members are seeing their cashback progress.

    @digital – It is something we are aware of and working on. Hopefull, it won’t be too long until our team manage to resolve this to your satisfaction.

    @Justice13075 - Do you mind emailing me at mse@topcashback.co.uk and confirm where you found this information? I will investigate this further for you.

    @B_M – While More Than may have a certain time frame to pay for a financial incentives, they do not have set time frames to pay commission sources such as us, even if the purchaser is aware the commission source has earned commission and then passes on the commission when they are paid. Nevertheless, I hope this progresses soon for you.

    @brizzledfw - Can you first check the average speed for this merchant please? You can find this by clicking on the ‘+’ next to the transaction on your earnings page. If this has passed by a few weeks please do drop me an email at mse@topcashback.co.uk

    @Oakdene – That is fantastic news, I am really pleased our Claims Team managed to gain so much cashback for you via a cashback claim.

    Many thanks,
    Matt
    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"
    • B_M
    • By B_M 8th Mar 17, 9:30 PM
    • 519 Posts
    • 364 Thanks
    B_M

    @B_M – While More Than may have a certain time frame to pay for a financial incentives, they do not have set time frames to pay commission sources such as us, even if the purchaser is aware the commission source has earned commission and then passes on the commission when they are paid. Nevertheless, I hope this progresses soon for you.
    Originally posted by TopCashBack Company Representative
    We have a problem then!
    FOS will take on a case if the consumer hasn't received the promoted cashback (incentive) within four months.
    Cashback sites think they can act as they want and pay outside the FOS advice.
    I'll check this with the FOS for you, but would expect a response along the lines of, 'Cashback sites can wait as long as they like, but consumers must be paid in a reasonable time-frame'.

    I'll wait until Friday for a further update to my ticket, before proceeding further. A shame the rapid response didn't address the initial request.

    The More Than 'complaints process' looks good on paper, at least.

    https://www.morethan.com/complaints/
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • B_M
    • By B_M 9th Mar 17, 3:12 PM
    • 519 Posts
    • 364 Thanks
    B_M
    Another update :

    I did receive an update from my ticket, again from Michelle, but I still couldn't get that simple yes or no answer, but I've accepted the response as a definite no. Strangely, I couldn't leave any feedback for the response! I wanted to leave a generous 2*, but it wouldn't accept my request. Maybe they only allow 5* reviews?

    Anyway, More Than have been contacted and the complaints process has started. They initially stated I'd have to deal with TCB, but once I explained how More Than were classed as the 'principal' and TCB as an 'introducer' and that the 'principal' was responsible, they listened.
    They hope they can resolve issues at basic level, but more than likely it will have to be passed on to the 'complaints resolution team'. They could then either uphold my mis-selling complaint (due to non-payment of affiliate marketing), or issue that 'deadlock letter'.
    That's where I'm currently at, but at least they agreed that having to wait around 36 weeks and then a possible 4-6 extra weeks before raising a complaint was, to say the least, unreasonable (take note TCB).
    Again, I'll update as and when as it may help others. But, up to an eight week wait now before any FOS involvement, although I do expect this to be resolved a lot quicker.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
  • TopCashBack Company Representative
    Hey B_M,

    Hopefully it won't be too long now before the merchant pays us. Remember the number of weeks you see is an average, it may progress a bit quicker / longer than this.

    Best wishes,
    Matt
    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"
    • B_M
    • By B_M 9th Mar 17, 4:09 PM
    • 519 Posts
    • 364 Thanks
    B_M
    Hopefully it won't be too long now before the merchant pays us. Remember the number of weeks you see is an average, it may progress a bit quicker / longer than this.
    Originally posted by TopCashBack Company Representative
    Irrelevant really, but personally I'd prefer it to go to FOS level.
    They may then listen to what's expected of a financial related company and act accordingly. Even a £550 referral fee isn't going to hurt them (if it got to the adjudicator), but it has created extra work.
    Many must be caught up with this issue, especially if the TCB stats are correct.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • bristolleedsfan
    • By bristolleedsfan 9th Mar 17, 8:02 PM
    • 7,448 Posts
    • 9,610 Thanks
    bristolleedsfan
    Origin broadband - declined cashback
    http://forums.moneysavingexpert.com/showthread.php?p=72069458#post72069458

    http://forums.moneysavingexpert.com/showthread.php?p=72075324#post72075324



    http://forums.moneysavingexpert.com/showthread.php?p=72094823#post72094823

    "I will get the cashback one way or another I always do".


    http://forums.moneysavingexpert.com/showpost.php?p=72195947&postcount=111

    "No response to twice emailed complaint - next step"

    https://www.cedr.com/cisas/


    Complaint Escalated to CISAS 9th March



    13 Feb 2017 Origin Broadband 04 Oct 2016 £172.49 £35.00Waiting for Merchant


    I also included this on CISAS Complaints form

    https://en.wikipedia.org/wiki/Rebate_(marketing)

    "A rebate is an amount paid by way of reduction, return, or refund on what has already been paid or contributed. It is a type of sales promotion that marketers use primarily as incentives or supplements to product sales"


    "Rebates are commonly offered by retailers indirectly, through the use of a third party rebate or Cashback website."
    Last edited by bristolleedsfan; 09-03-2017 at 8:33 PM.
    Often what I dont say is more significant than what i do say ........
    • Justice13075
    • By Justice13075 9th Mar 17, 9:31 PM
    • 955 Posts
    • 416 Thanks
    Justice13075
    Best cashback and fastest payer was BT
  • TopCashBack Company Representative
    Hey everyone,

    @B_M and @bristolleedsfan - Many thanks for your sharing your opinions and experiences.

    @ Justice13075 - I am really delighted to hear that your cashback with BT progressed successfully and quickly.

    Best wishes,
    Matt
    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"
    • B_M
    • By B_M 11th Mar 17, 7:41 AM
    • 519 Posts
    • 364 Thanks
    B_M

    @B_M and @bristolleedsfan - Many thanks for your sharing your opinions and experiences.
    Originally posted by TopCashBack Company Representative
    I would also like to thank you Matt, for sharing your opinion. (#3341).
    Whether that's a personal opinion or a TCB opinion, or both, it was appreciated.
    My thoughts (#3342) have been confirmed by the FOS, but that's not surprising to be honest.
    Although there is no exact time-frame for purchasers to receive cashback incentives for buying financial products, there is an expectation. Later than four months would be considered 'excessive' and TCB's ticketed response of waiting 35 / 36 weeks and then a further 4 / 6 weeks is just well .............................................
    (dealing with that right now)

    Other interesting pieces of advice and help came from that latest discussion, so thanks again for your post.
    Last edited by B_M; 11-03-2017 at 8:49 AM. Reason: .
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • thor
    • By thor 11th Mar 17, 8:29 AM
    • 5,180 Posts
    • 1,852 Thanks
    thor
    Hi Thor,

    I appreciate what you are saying, Argos have given us some very unique cashback rates that are not normally on other cashback sites and this unique opportunity has also come with it's unique challenges that have had to have been worked through. While this has only affected a small amount of the thousands upon thousands of transactions tracked through us we understand it's been a very frustrating wait for those members affected.

    We do feel we are getting close now to resolving the longstanding claims with this merchant and we appreciate you bearing with us for just a little longer. Processes have been changed and we hope in the future if you have to claim you find the process a lot less timely as you have encountered with your specific transaction.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    Do you really think there is going to be a resolution for my case? Will I hit the 2 year anniversary? Topcashback have trotted out the "getting close now to resolving the longstanding claims with this merchant and we appreciate you bearing with us for just a little longer" line for well over a year with me now.
    I do want to be able to use topcashback again as there are a small number of times they beat quidco but I need to be paid out what I was promised before I will do so.
    • JPears
    • By JPears 12th Mar 17, 5:27 PM
    • 2,973 Posts
    • 842 Thanks
    JPears
    And the lastest bovine excrement from TCB, for life Insurance taken out May 2016, TCB notified immediately when claim didn't appear worth £75.
    >>Hi there,

    After looking into your claim further for you, I am sorry to tell you that your claim has been declined as the network has not identified ourselves as the last referral to the merchant’s site and this transaction.

    As I am sure you can appreciate, if we have not been identified as the last referral, the merchant does not pay the cashback to ourselves so we are unable to pass this back onto you. Unfortunately, as this is the nature of cashback, we cannot guarantee that you will always be successful in retrieving your cashback, although we do strive to recover as many as the missing claims as we can.

    Please be assured that we have tried our hardest to recover your expected cashback for this claim by exploring all channels with no success.

    I am very sorry that we were unable to claim your expected cashback for you on this occasion and we are as disappointed as you on this decision.

    I hope future transactions run smoothly for you in the future.

    Kind Regards,
    Alex <<
    The above statement is untrue.
    And this message just happened to appear the day I informed TCB the claim would be going to FOS or FCA and that my message was effictively an NBA before legal action.
    I suggested they find out exactly who the referrer was, as part of their defence should court action be required.
    Last edited by JPears; 12-03-2017 at 5:32 PM.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • B_M
    • By B_M 13th Mar 17, 9:32 AM
    • 519 Posts
    • 364 Thanks
    B_M
    Complaint raised on the 8th March, cashback made payable today, 13th March.
    Resolved.
    Thanks to Matt, I've now found out about a new approach. I won't go into it this time, but basically a two-pronged attack.
    I'm not too sure your colleague will be as grateful though.

    @JPears - there appears to something missing from your rejection response. It doesn't seem to include your options if you are unhappy with the situation. Thankfully, you know the score. Good luck.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • legendkiller2k8
    • By legendkiller2k8 13th Mar 17, 2:25 PM
    • 190 Posts
    • 78 Thanks
    legendkiller2k8
    Best cashback and fastest payer was BT
    Originally posted by Justice13075
    Agree although with me my BT cashback was declined i highly suspect TCB tried to pull a fast one tbh anyway once i contacted BTs CEO office the ball rolled very quickly within 2 weeks of contacting BTs ceo office the cashback showed up as payable on TCB and credit to TCB i find they are quick at sending payments once requested most times my payments are sent the same day i request them.
  • TopCashBack Company Representative
    Hello everyone,

    I hope you have all had a lovely weekend.

    @thor - While I can't ever give guarantees with Claims I am hoping this will be successful for you and resolved positively.

    @JPears - If you would like to email me at mse@topcashback.co.uk detailing why you believe the information provided is incorrect I will look into this further.

    @B_M - I am pleased to hear your cashback is payable.

    @legendkiller2k8 - I would like to clarify that if we are awarded the cashback our members get paid it. No secret schemes or ways to keep cashback four ourselves. We are a 100% cashback site for a reason and that is because we want you to get the commission and not a company.

    Best wishes,
    Matt
    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"
    • JPears
    • By JPears 13th Mar 17, 4:45 PM
    • 2,973 Posts
    • 842 Thanks
    JPears
    Hello everyone,

    I hope you have all had a lovely weekend.

    @JPears - If you would like to email me at mse@topcashback.co.uk detailing why you believe the information provided is incorrect I will look into this further.




    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    Because the referral/click through is accepted by TCB - it appeared in the drop down list. And at the time of the application 10 months ago, I didn't use any other referral system.
    So I would have thought it was pretty obvious why the statement is wrong.
    We'll let the financial ombudsman sort it out or small claims court if necessary, if Beagle Street continue to deny the money owed to me.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
  • TopCashBack Company Representative
    Hey JPears,

    I am afraid clicking through us does not guarantee we are the referrer. You may have other cookies on your device at the time of purchase, you may have used voucher codes, your browser may have an ad on that puts cookies on your device. There are many different ways a company can be credited as the last referrer. This is why we give members as much advice as possible to help prevent this from happening. Unsuccessful cashback is rare but we will always try our best to aid members to further reduce this.

    Best wishes,
    Matt
    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"
    • sarah1972
    • By sarah1972 14th Mar 17, 1:26 PM
    • 12,309 Posts
    • 39,407 Thanks
    sarah1972
    HI Matt

    Could there be a reason why Royal London tracked at £20 when it was supposed to be £101?

    Funnily enough, the monthly premium is £20 which on Sunday was £101 cashback.

    Its not my account, its hubbys (he has emailed you)

    Sarah
    I'm a Board Guide on all of the Shopping & Freebies Boards http://forums.moneysavingexpert.com/forumdisplay.php?f=5
    I'm a volunteer to help the boards run smoothly, and I can move and merge posts there. Board guides are not moderators and don't read every post. If you spot an inappropriate or illegal post then please report it to forumteam@moneysavingexpert.com (its not part of my role to deal with reportable posts). Any views are mine and not the official line of MoneySavingExpert.com
  • TopCashBack Company Representative
    Hey Sarah.

    Many thanks for informing us, we will reply to your Husband as soon as we can about the transaction on his account.

    Best wishes,
    Matt
    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"
    • sarah1972
    • By sarah1972 15th Mar 17, 1:40 PM
    • 12,309 Posts
    • 39,407 Thanks
    sarah1972
    Hey Sarah.

    Many thanks for informing us, we will reply to your Husband as soon as we can about the transaction on his account.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    Thanks Matt
    I'm a Board Guide on all of the Shopping & Freebies Boards http://forums.moneysavingexpert.com/forumdisplay.php?f=5
    I'm a volunteer to help the boards run smoothly, and I can move and merge posts there. Board guides are not moderators and don't read every post. If you spot an inappropriate or illegal post then please report it to forumteam@moneysavingexpert.com (its not part of my role to deal with reportable posts). Any views are mine and not the official line of MoneySavingExpert.com
  • TopCashBack Company Representative
    Hey @sarah1972

    No worries at all, I haven't seen anything in our main email inbox (mse@topcashback.co.uk) but if he has lodged a support ticket our team are currently taking 48 hours to reply

    Best wishes, Matt
    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"
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