CLOSED: Quidco Question and Answers - please see new thread

quidco_Company_Representative

cm7 wrote: »

Cashback confirmed but missing from account, had a look at their twitter and loads of people in the same boat. Their Twitter rep is just stalling for time, looks like they don't know what's going on.

Will be using TopCashBack going forward, Quidco has got slower and slower over the past year. Was only still using Quidco becuse they did automatic payments, looks like that's been removed too.

Hi @cm7,

I am sorry to hear your confirmed cashback is not showing in your available for payment, please do not worry, after the system update it is just taking a little while to catch up so should be showing shortly.

We have made some changes to the payments process and have removed the automatic payments option. This part of a process that will be more beneficial and efficient in the long run.

I am sorry you feel as though Quidco has become slower over the past year, we are always trying to improve our service and these new changes we have made will improve the service in the long run.

Kind regards,

Amy at Quidco

quidco_Company_Representative

jetsetwilly wrote: »

I was 'sent' £10 on Oct 14th, still not received it. Used to love Quidco but it seems as though they are in crisis. I am not confident that they will still be solvent in the months it takes to get cashback. Why else would they be taking money from years ago?

Hi @jetsetwilly,

We have made some changes to our payments process and because of this we were unable to send payments on 14th October, we did send payments on the 22nd after the system update so please rest assured your payment is on it's was as we advise 3 working days for the payment to be received after the payment has been sent from us.

Please also be assured that we are not in crisis, we are just making some changes to the payments system to make the payments process more efficient and beneficial for our members.

We have experienced some technical issues but have been working to resolve these as quickly as possible. One of these issues was that retention fees were taken from years ago, but we did fix this and refunded all the fees back to our members.

If you still have concerns about your payment, please do contact our customer support team, they will happily assist further with this.

Kind regards,

Amy at Quidco

quidco_Company_Representative

frasersmum123 wrote: »

I got a payment this morning which I had requested on the 14th October.

Hi @frasersmum123,

We were unable to make payments until the 22nd October due to the payments system update so we did send the payment you requested on the 14th in the payment run on Thursday 22nd.

I am very pleased to hear that you received this payment this morning and I do apologise for any inconvenience our updated caused you.

Kind regards,

Amy at Quidco

quidco_Company_Representative

cm7 wrote: »

Quidco rep on twitter said they'll be resolving it "over the coming week". My confirmed amount now has regressed to "tracked" status with a message saying the retailer is taking longer than expected.

Quidco are handling this awfully.

Hi @cm7,

I am very sorry about this, we have experienced technical issues during this update that we weren't expecting and I understand this has been frustrating for our members.

Please be assured your cashback that was 'confirmed' will update to the correct status shortly and will show in your available for payment.

I apologise for the inconvenience these technical issues have caused you.

Kind regards,

Amy at Quidco

zkw29

Can a Quidco Rep give us an idea of how long it is currently taking to "catch up". My cashback was confirmed almost a week ago and still isn't available to request withdrawal.

quidco_Company_Representative

wolfers wrote: »

I see that the Quidco representative is ignoring my posts or just refusing to address them. Despite her lie that the issues have been resolved, they clearly haven't.

I was told on Friday that they were still not resolved. I tried again today, Monday. Here's what I was told:

I'm very sorry for the disappointment this has caused, we did not expect the technical issues to take this long to be resolved.

I really do apologise, I can see this has been a larger issue than what we originally thought, our team are still working on fixing this issue.

I can see they have been working on this issue for a while now and it is taking longer than they originally anticipated.

This continues to directly contradict the lies the Quidco representative has repeatedly made on this forum.

Either Quidco is breathtakingly incompetent, or is being deliberately fraudulent, or is about to go bust and that's why they're desperately clinging on to the money.

Hi @wolfers,

I am very sorry for any frustration this matter has caused you.

We have experienced unexpected technical issues as a result of our payments system update. All recent payment delays have been the result of the update and all payments that are confirmed will be paid to members in due course.

We have been working to resolve the issues caused by the change over to our new system as a priority and all issues should be resolved soon, unfortunately some issues were larger than we first thought but these are being worked on and will be resolved very soon.

I am very happy to confirm that your payment has been made to you and you should see this in your bank account tomorrow.

If you have any other questions or concerns regarding your payment please do get in touch and I will be happy to assist you further with this matter.

Kind regards,

Amy at Quidco

quidco_Company_Representative

molerat wrote: »

It will be in my account in 72 hours ....... again. What a !!!!ing shambles !

Hi @molerat,

We do advise that bonus' will be added to members accounts 72 hours after the initial cashback is confirmed, if this does not happen automatically we have to arrange for the bonus to be added manually and manual payments can take upto 72 hours to be authorised and manually inserted.

We have been experiencing some technical issues which may be causing a slight delay here but I can assure you this bonus has been manually added to your Quidco account and should be showing in your activity shortly.

Kind regards,

Amy at Quidco

quidco_Company_Representative

zkw29 wrote: »

Can a Quidco Rep give us an idea of how long it is currently taking to "catch up". My cashback was confirmed almost a week ago and still isn't available to request withdrawal.

Hi @zkw29,

I am sorry to hear your cashback has not updated yet, unfortunately without checking your account I cannot provide further information regarding your transactions.

Can I ask you to please contact our customer support team and they will be able to check your account and advise further.

Kind regards,

Amy at Quidco

zkw29

quidco_Company_Representative wrote: »

Hi @zkw29,

I am sorry to hear your cashback has not updated yet, unfortunately without checking your account I cannot provide further information regarding your transactions.

Can I ask you to please contact our customer support team and they will be able to check your account and advise further.

Kind regards,

Amy at Quidco

I have already sent a message to customer support but haven't had a response yet. Are you saying there are different lengths of delays for different customers/transactions rather than just a general delay? Could you give a bit more info about what causes some to be more delayed than others?

jetsetwilly_2

cm7 wrote: »

That's interesting, has anyone received a payment since then?

Yes, it arrived today. Hopefully they are back on top of the backlog.

Still got huge concerns over why they are taking money from years ago and why they stopped auto payments. I am moving over to Top Cashback as I have seen all this before with Rpoints