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  • FIRST POST
    • MSE Andrea
    • By MSE Andrea 27th Mar 13, 2:23 PM
    • 8,327Posts
    • 20,424Thanks
    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 172
    • B_M
    • By B_M 6th Apr 17, 11:04 AM
    • 505 Posts
    • 359 Thanks
    B_M
    Talk Talk listings state " best ever savings" - isnt true as 110.00 cashback was offered during March for "fast broadband" - 22.95 is equal highest price Talk Talk have ever charged for "fast broadband"

    https://www.topcashback.co.uk/talk-talk/

    " best ever savings" and a "gift" isnt the same thing in any way shape or form
    Originally posted by bristolleedsfan
    It's a shame TalkTalk Mobile have removed their cashback offers.
    Hoping that one comes back.
    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.
    • Huwbert
    • By Huwbert 6th Apr 17, 1:48 PM
    • 67 Posts
    • 44 Thanks
    Huwbert
    Hi Matt,

    Further to our email convo where you confirmed that you would be making my EDF payemnt "payable", hwo long will this take please? The £50.50 is still only showing as "confirmed".
    • JPears
    • By JPears 6th Apr 17, 2:34 PM
    • 2,895 Posts
    • 818 Thanks
    JPears
    Latest goal post moving exercise from TCB, from 2 recent claims:
    First response from missing CB claims submissions
    "Please understand that this process is likely to take from four weeks to several months"
    2, or several months later months....
    "it is from this date that we generally expect a resolution within 2-3 months from this merchant. Please note that this can take longer in some cases due to the large volume of data the network receives on a daily basis."
    Then why quote 4 weeks to several months, you bunch of numpties.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • B_M
    • By B_M 6th Apr 17, 4:31 PM
    • 505 Posts
    • 359 Thanks
    B_M
    Update on my AXA claim.

    I had a message from TCB early this afternoon that my AXA cashback (£94.50) was now at payable. Cashed out.
    So, tomorrow, when I receive a callback from AXA, I'll be able to confirm resolved.

    Yes, Matt won't be too happy as he sees cashback as just a possibility and can even be shared. He does understand that TCB are indeed classed as an Appointed Representative, but what he doesn't yet understand is the status of a 'principal'. Once he recognises this, things will be more clearer.

    Topcashback Ltd Status: Appointed representative (Reference number: 476080) This is a firm or individual that can act on behalf of another firm (its principal) that is authorised in the UK or regulated in another EEA country. The principal is responsible for the appointed representative's activities.
    Maybe read and re-read that bit underlined and in bold?

    A couple of things that have come up in conversations with the FCA, FOS and AXA and something TCB may want to consider. If they are indeed member focused of course.

    1. Financial cashback promotions need to be paid in a reasonable time. TCB can wait as long as they want to receive payment, but members shouldn't have to wait longer than a reasonable time. The onus is on TCB to invoice and / or chase up any delays.

    2. Have a recognised complaints process. I'm surprised the financial merchants don't insist a complaints process is mandatory. That way, we can contact TCB first rather than the 'principal' and the 'principal' need never get involved and / or have their business tarnished on major forums etc.
    Both the FOS and the FCA agreed TCB don't have a recognised complaints process.

    3. Ensure marketing material is correct when promoting financial products.
    (something I'll be discussing tomorrow with AXA)

    4. (from me) - stop telling members just to 'Go, go, go away, come back another day'. Much more professional to take any complaint and try and resolve it, rather than take a chance that payments will be received in the next payment run (ie delay tactics). Please take ownership of issues and take them to fruition, where appropriate of course.

    I hope I don't end up back here in four or five weeks time, but if I do, I will resolve it.

    God luck to all chasing cashback delays, but for financials, it's fairly easy.

    Complaint raised Thursday evening, resolved and at payable Thursday afternoon. Just under 1 week to resolve and that included a weekend.
    Have confidence in AXA, they will resolve any issues, I'm sure. Terrific customer service at all levels.
    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 everyone,

    @B_M - I'm delighted to hear your cashback is now payable

    @Huwbert - If you reply back to your email, if you haven't already done so I'll get this sorted for you

    @JPears - The actual time frame for claims can vary. It can indeed take several months but we would usually expect a response within 4-12 weeks.

    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"
    • Huwbert
    • By Huwbert 6th Apr 17, 10:46 PM
    • 67 Posts
    • 44 Thanks
    Huwbert
    Hi Matt,

    Just seen your reply and your email, EDF cashback now showing as "payable" so many thanks for sorting it
    • bristolleedsfan
    • By bristolleedsfan 7th Apr 17, 3:50 AM
    • 7,438 Posts
    • 9,605 Thanks
    bristolleedsfan

    It would seem odd for member to directly challenge networks about commission due to TopCashback.

    .
    Originally posted by TopCashBack Company Representative

    Nothing odd about it at all, as has been pointed out on this sub-forum previously. MSE is a money saving forum, when TCB are seemingly unable to secure Cashback payment from its partners that it advertises/promotes on their behalf within a reasonable timescale then it should come as no surprise to TCB when the customer/cashback member will contact the merchant themselves in order to receive cashback payment that TCB website clearly states "can be earned"

    https://www.topcashback.co.uk/origin-broadband/

    "Good to know"

    "Origin Cashback can be earned..................."

    https://www.google.co.uk/search?q=can+be+earned&ie=utf-8&oe=utf-8&client=firefox-b-ab&gfe_rd=cr&ei=c_rmWNO4Iurv8AfBwxg#q=earned+defin ition
  • TopCashBack Company Representative
    Hey everyone,

    Happy Friday!

    @Huwbert - That is fantastic news to hear! I hope you enjoy the cashback.

    @bristolleedsfan - Many thanks for your feedback as always. You can see MSE thoughts on cashback sites here: http://www.moneysavingexpert.com/shopping/cashback-websites

    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 8th Apr 17, 9:01 AM
    • 505 Posts
    • 359 Thanks
    B_M

    @bristolleedsfan - Many thanks for your feedback as always. You can see MSE thoughts on cashback sites here: http://www.moneysavingexpert.com/shopping/cashback-websites
    Originally posted by TopCashBack Company Representative
    I really didn't want to post on here again until May (Aviva) if needed, but have to respond to this.

    Thoughts? Exactly, yes!
    Any authority? No, exactly!
    The MSE views are basically a 'blanket coverage' of cashback sites and don't go into individual sectors.
    If they did, they they could advise of sectors that are covered by regulatory bodies and have the opportunity to take issues to an Ombudsman.
    Financials, obviously, but also the likes of utilities and contract based purchases from telecoms etc.
    Maybe MSE should update those 'views' to include what actions can be taken to recover genuine purchases / promotions that offered cashback incentives?
    This isn't based at TCB in any way or form, it applies to all cashback sites. All purchases made from a cashback site will have an electronic trace and this can easily be identified.
    Cookies? The various Ombudsman services aren't interested in cookies, only that what was offered was given and in a reasonable time. There is a way around this and that's by using immediate (point of purchase) discount codes. Stops any arguments and takes away any possibility of 'naughtiness'.
    But that's just my 'view' and like many 'views', it doesn't hold any authority. We can all have 'views' or 'thoughts', the important ones are those of regulatory bodies.

    Maybe back in May.
    Last edited by B_M; 09-04-2017 at 9:13 PM.
    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 everyone,

    I hope you enjoyed the mini heatwave over the weekend!

    @B_M - Thanks for sharing your thoughts on this article.

    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"
    • jasonwatkins
    • By jasonwatkins 11th Apr 17, 6:00 PM
    • 1,955 Posts
    • 664 Thanks
    jasonwatkins
    Hi Matt,

    Any chance you could have a look at my Three cashback please ?

    It's been about 6 months now and i'm wondering if i'm ever going to get it.

    Cheers
  • TopCashBack Company Representative
    Hi Jasonwatkins,

    If you could send me an email to mse@topcashback.co.uk and include the email address you use for TopCashback or username, the date of the transaction and the item purchased, I would be happy to take a look into this for you and see what I can find out!

    Thanks,
    Samantha
    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"
    • jasonwatkins
    • By jasonwatkins 12th Apr 17, 2:43 PM
    • 1,955 Posts
    • 664 Thanks
    jasonwatkins
    Hi Jasonwatkins,

    If you could send me an email to mse@topcashback.co.uk and include the email address you use for TopCashback or username, the date of the transaction and the item purchased, I would be happy to take a look into this for you and see what I can find out!

    Thanks,
    Samantha
    Originally posted by TopCashBack Company Representative
    Thanks. Just done that.
    • POPPYOSCAR
    • By POPPYOSCAR 12th Apr 17, 3:10 PM
    • 10,346 Posts
    • 21,398 Thanks
    POPPYOSCAR
    Topcashback Compare
    What on earth is going on with TCB Car Insurance quotes.

    Got quotes for my OH.

    Clicked to buy policy, have to buy by phone, leave details, no one rings so ring the insurance co.

    They say they cannot do it as they deal with imports only. So why quote then!!!

    So decide to go for the next one. Same thing ring to buy policy. Ring them, give them the quote ref. they pass on to someone else who says they will have to ring back.

    Why are these quotes coming through when you cannot actually buy the policies???????



    Well they did ring back and took out the policy, she had no idea about quotezone so hoping this tracks correctly.
    Last edited by POPPYOSCAR; 12-04-2017 at 4:40 PM.
    • bristolleedsfan
    • By bristolleedsfan 12th Apr 17, 3:11 PM
    • 7,438 Posts
    • 9,605 Thanks
    bristolleedsfan
    Origin broadband - declined cashback
    http://forums.moneysavingexpert.com/showthread.php?p=72228341#post72228341


    By way of a forum discussion update -


    I have now escalated complaint as per CISAS communication


    Thank you for your email.

    I do apologise but unfortunately, Origin Broadband have recently subscribed to the Ombudsman Services: Communications.

    At the time you was advised 8 weeks they were still a subscriber.

    I would advise you to take your escalated complaint to the ombudsman, again sorry for any confusion caused.

    Kind regards


    TCB - Stated to be going through correct procedure status -


    13 Feb 2017 Origin Broadband 04 Oct 2016 £172.49 £35.00Waiting for Merchant
    Last edited by bristolleedsfan; 12-04-2017 at 3:13 PM.
  • TopCashBack Company Representative
    Hi everyone,

    @jasonwatkins, thanks for the email, I have now been able to get back to you

    @POPPYOSCAR, I am sorry to hear of the hassle you have had but I am glad that you were able to complete your purchase in the end. You should see your transaction track through for you in the next 60 days (it takes this long to allow for any modifications to take place with the policy) but should this not be the case, please don't hesitate to get in touch on a support ticket where one of the team will be able to advise on how to proceed.

    I hope you all enjoy the long weekend!

    Best wishes,
    Samantha
    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"
    • thor
    • By thor 14th Apr 17, 9:27 AM
    • 5,178 Posts
    • 1,851 Thanks
    thor
    We want our members who are eligible for cashback to be awarded the highest possible and we will help those not eligible to reduce the chance of a similar thing happening again. We feel helping members reduce it from happening it better than just awarding members cashback we won't be paid.

    I hope this helps everyone.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    OK so how would I have reduced my chances of being paid the incorrect amount? I paid for the item, received the item and got only about 10% of the promised cashback amount. After nearly two years of communicating with topcashback customer services, I was told that Argos informed them that I returned the item. If that was true then it does not explain the fact they still paid a small out a small sum.
    I did everything by the book and still got shafted.
    I see that some people have taken the direct route and gone straight to the merchant and I am thinking about doing the same since topcashback are incapable of dealing with this on behalf but I do not know where to start. Does anyone have suggestions about where at Argos would be the best to send an email to about this?
    • bristolleedsfan
    • By bristolleedsfan 14th Apr 17, 9:45 AM
    • 7,438 Posts
    • 9,605 Thanks
    bristolleedsfan
    Does anyone have suggestions about where at Argos would be the best to send an email to about this?
    Originally posted by thor


    I previously sent Argos Affiliate a tweet with a link to specific posts

    https://twitter.com/ArgosAffiliates


    I have since noticed -

    http://www.consumeractiongroup.co.uk/forum/forumdisplay.php?272-Argos -

    If it was me I would start a thread and see what Argos helpers say


    http://www.consumeractiongroup.co.uk/forum/showthread.php?428967-Problems-with-Topcashback-declined-cashback-for-5-times



    Has anyone else noticed it is only the cashback sites who dont want the customer/consumers contacting the companies/merchants direct.


    The reason for that is very very simple ----Cashback Sites get volume enhanced bonuses - the more business/sales they can drive ( hence the high number of merchant emails TCB send out) higher the bonuses and thus higher in this case TCB profits.

    If people contact merchants direct their is a risk companies/merchants will withdraw from cashback sites which would affect cashback sites profits.

    Each individual customer/consumer only interest should be receiving advertised/promoted cashback paid in full, in the event that the cashback site is unable to secure it then ..............
    Last edited by bristolleedsfan; 14-04-2017 at 9:51 AM.
    • digital
    • By digital 17th Apr 17, 9:49 PM
    • 194 Posts
    • 21 Thanks
    digital
    I have a transaction with Aviva from 14 February which is marked as 'pending'. It is also marked as 'faster paying'. Estimated to be paid in 21 weeks. 'Faster paying'?
    digital
    • B_M
    • By B_M 18th Apr 17, 3:28 PM
    • 505 Posts
    • 359 Thanks
    B_M
    I have a transaction with Aviva from 14 February which is marked as 'pending'. It is also marked as 'faster paying'. Estimated to be paid in 21 weeks. 'Faster paying'?
    Originally posted by digital
    'Faster paying' normally means paying faster once confirmed.
    I have an Aviva purchase showing still at pending from January. A bit of an issue as TCB are thinking it's a non-tracker. I have advised them it did track and payment is due early May.
    I have even been told not to contact the merchant.
    This is something I do virtually every time with a TCB financial product purchase.

    Hi there,

    Thank you for your message.

    The reason why we advise members against contacting merchants directly, as mentioned below, is because not all customer service teams of the merchants are fully aware of how aspects, such as cashback, work. This has sometimes led to incorrect information being provided by the customer service teams which has ended up causing confusion for ourselves, our members and the merchant themselves.

    I appreciate that this approach may have worked in the past, but it may be that you have been lucky in contacting merchants customer service teams who are aware of how cashback works. But as we find not all merchants are, and they do ask that all communication regarding cashback be completed through ourselves.

    Kind regards
    Sam
    This was the reply I received after telling TCB I would be going to Aviva if not paid.
    It works every time and yet I've been told I may have been lucky!
    No luck whatsoever, complaints do have to be investigated and either upheld or dismissed.

    Can someone at TCB please 'educate' 'Sam'?
    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.
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