CLOSED: Quidco Question and Answers - please see new thread

iduno86

@iduno86 – the good news is that the affiliate network used by these merchants has advised us that they are sending a payment this week, which will bring all transactions to back within their normal payment times. We met personally with the network the other week to stress the urgency for our customers, and they have been getting up to date with these after a long processing delay caused by large systems and personnel changes. We agree that this delay has been unacceptable too and we are hopeful that the payment will arrive as promised so that we can get it applied to relevant Quidco accounts in time for the payment run on 15 August.


Hello again, As you know old New Vista STILL hasn't caught up with payments that are 10 months old, So can you just say if these will be paid or not? I do have a sneaky feeling that they will not be, As 10 months is abit of a joke now, Even though you clearly stated that these payments would be made a month ago?

Thanks yet again in advance.

tillycat123

saintscouple wrote: »

I am in my 5th year as a member of Quidco, in which time i have earnt over £1k. In that time i've not raised more than half a dozen issues, but unfortunatly i now find myself looking at rival cashback providers, and indeed have just joined one, due to 1 outstanding issue that i have been lied to.

Going back to December last year I took out AA Car Insurance through Quidco, and in a short story, it got declined so i raised a claim with all details in Febuary this year. Come June i get told that an amount of £50 from the AA in December has been approved, infact i get told this twice.
I chase this up on a monthly basis, which i get told they are looking in to it, till today when i get told a different story from the same person who told me it had been approved back in June, that it is now pended!

This has got me so annoyed that a claim can go from being approved, and be confirmed of this, to almost 3 months later going back to be pended, all from a transaction dating back to December last year. It's obvious to me someone at Quidco has perhaps given me false info, and lead me on for almost 3 months now.
I've now lost faith in their internal support message system and will not put through any more transactions until this issue is resolved and that they admit their error.

Has anyone else been told before that their claim had been approved, only to be told at a later date that it isn't?

Here is a copy of the claim support messages :- (edited to hide name of Quidco rep, and my personal details only)

You wrote 09 Feb 11 at 23:19 Reply

aa car insurance - cashback confusion - On the 09 Dec 2010 22:51:14, I purchased AA car insurance through quidco for an amount of £476.00, the policy included free aa breakdown cover.
This has never shown on my account, but instead a tracking to aa breakdown appeared which has just been declined.
My car insurance policy number is xxxxxxxxxx, car reg xxxxxxx, address xxxxxxxxxxxxxx, xxx xxx. My breakdown membership number is xxxxxxxxxxxx.
Can you please investigate the missing car insurance cashback which i paid £476 for the policy?

Regards

Mr Trevor x xxxxxx

xxxxxxxxx wrote 10 Feb 11 at 15:49

Hi Trevor,

We do normally require a cashback query within seven weeks and so it is now too late to investigate this for you. As a one off I can push this through for you but firstly can you confirm if you click on the AA link or the Breakdown cover link?

Kind regards,

xxxxxxxxx
QuidCare

You wrote 10 Feb 11 at 16:21

Hi xxxxxxxx,

I certainly clicked through on the AA Car Insurance link.
I would have reported it sooner, but as a tracking was shown on AA Breakdown, i thought perhaps it was beacause free breakdown was included and that it would sort itself out.

Thanks for pushing this through for me, I don't normally have any problems to the fact i can't remember the last ticket i raised, or indeed if i have raised one in the few years i have been with you.

Thanks again,

Mr Trevor x xxxxxxx

You wrote 10 Feb 11 at 16:27

Sorry xxxxxxxx,

May i just add that the cashback which showed under the tracking was for the correct amount of £26 even though it stated breakdown. Weird as breakdown doesn't have a cashback of £26?
That's why i was surprised it was declined the other day.

Mr Trevor x xxxxxx

xxxxxxxx wrote 11 Feb 11 at 10:06

Hi Trevor,

I have raised this against your declined transaction with the relevant details, we will look into this for you shortly with the network.

Kind regards,

xxxxxxxxx
QuidCare

You wrote 05 Apr 11 at 09:57

Hi,

it's been a couple of months now since the last update, i know there have been issues with the AA with a lot rectified, but mine still hasn't.
Any chance of an update on what is happening?

I actually have 2 claims raised, this one for car insurance taken out 4 months ago, and another for home insurance.

Regards

xxxxxxxx wrote 05 Apr 11 at 11:22

Hi Trevor,

Your claim is currently with the merchant. This is the only one we have from you however. When was the other claim that you are referring to?

Kind regards,

xxxxxxxxx
Quidcare

You wrote 05 Apr 11 at 11:38

Sorry, the other one is tracked from 14/02/2011 although it was for home insurance, and tracked under breakdown. I remember raising this and was told just to leave it as it was.

But this car insurance one has been with the merchant for a couple of months now after initially being declined.
I have read about the problems the merchant had and thought all issues would have been resolved now, but although i purchased my policy back in December last year mine still hasn't been resolved.

Any chance on chasing the merchant up on this one for me?

Thanks xxxxxxxx,

Trev

xxxxxxxxx wrote 06 Apr 11 at 11:10

Hi Trevor,

Your claim is currently with the merchant and it is being worked on for you. As soon as we have more information we will update you straight away and this will be either declined or confirmed (ready to be paid).

Kind regards,

xxxxxxxxxx
Quidcare

You wrote 08 Jun 11 at 21:34

Hi xxxxxxxxx,

Is there an update on this one yet please?

xxxxxxxxx wrote 09 Jun 11 at 10:07

Hi Trevor,

So I can clarify this can you confirm how many transactions you have completed with this merchant? You currently have one approved for £50 from December 2010 and one from February this year at £19.

Kind regards,

xxxxxxxxx
Quidcare

You wrote 09 Jun 11 at 10:22

Hi xxxxxxxx,

Yes that's correct - December one was for car insurance, which i had to put a claim in for.
(I can't see anywhere that this has been approved?)
And the Febuary one, which is for House Contents Insurance, which tracked but not heard anything since then?

xxxxxxxx wrote 09 Jun 11 at 10:24

Hi Trevor,

These both appear to have been approved (internally) so we are waiting for the funds to come through for you. As soon as they do we will ensure this is credited into your Quidco account where it will then show as 'confirmed'.

I hope that these come through for you soon.

Kind regards,

xxxxxxxxx
Quidcare

You wrote 09 Jun 11 at 10:36

Thanks xxxxxxxx,

They are certainly taking their time paying out - something i will consider when my renewals are due.

Thanks again for reply so quickly

Trev

xxxxxxxxxx wrote 09 Jun 11 at 11:37

You're very welcome Trev,

I hope that these are resolved for you soon.

Kind regards,

xxxxxxxxx
Quidcare

You wrote 27 Jul 11 at 13:32

Hi xxxxxxxxx,

You will notice that the AA Home insurance paid out, but i am still yet to receive the cashback for the AA car insurance which was purchased prior to the home insurance.

Any chance you can look in to this for me, it's been over 7 months now?

Many Thanks

Trev

xxxxxxx wrote 28 Jul 11 at 12:02

Hi Trevor,

I am very sorry about this. Please be assured that we are still working on this and we hope to have this resolved for you as soon as possible. Once we have a response we will let you know and your account will be updated.

I will ask for this to be chased up further for you.

Kind regards,

xxxxxxxxxx
Quidcare

You wrote 01 Sep 11 at 18:11

Hi xxxxxxxx,

We're in to September now and still no sign of the cashback.
As i said previously, i have been paid cashabck from the AA for a contents insurance policy taken out after this car insurance one.
Aprox 3 months ago you said this one for £50 had been approved, and been constantly chased since. Shouldn't this have been paid to me by now seeing i took out the policy in December last year, and it was approved 3 months ago?

Cheers

xxxxxxxxxx wrote 02 Sep 11 at 14:26

Hi Trevor,

I am sorry I have checked this and it is a little confusing.

The situation is currently that you have been paid £19 by the AA UK Breakdown for a purchase on the 14th of February 2011.

There is also a purchase for December for £26 which has been declined. You raised a claim for this which has not yet been resolved. It is still showing as pending and we are waiting for the final resolution to come through.

I am going to ask for this to be chased up for you now and hopefully we will be able to get this resolved soon.

Kind regards,

xxxxxxxxx
Quidcare

If the Quidco rep on MSE would like to verify details above, my username of saintscouple is the same for Quidco.

Like you Trevor I am getting very tired of the generic replies about AA. My AA breakdown was taken out August 2010 and still awaiting my £21 cashback.

The most annoying thing is Quidco told me this March this year, great news it's now to be paid after wrongly being declined. Still no payment, I just keep getting told they are waiting for the AA to send the money.

Somerset

quidco_Company_Representative wrote: »

I agree with you as I don't think long delays are acceptable. This is something we are working on to improve

24 Oct 10 totesport 0.00 8.00 Claim Raised 20 Dec 10

You must be working at the pace of a drunken snail then :rotfl:

denise38

I have been a memebr for many years but have recently joined another site as I am heartily sick of having to chase up cashback. Most recently AA breakdown. took out better policy cos it had more cashback. It did say that cashback would track at lower rate but would be paid at higher. It eventually paid out lower rate on 1st April so I queried it then and raised a claim . Still waiting for difference in cashback and quidco seem to do nothing . 5 months later and I am still waiting. Quidco are supposedly still waiting for a response from AA. So voting with my feet and won't use AA again.

quidco_Company_Representative

Good morning,

@edinburgher – I’m afraid I can’t look at individual accounts on this forum but the Quidcare Team will be able to advise you. To contact them about this please select the following question from the contact form on our help page:
I have cashback in confirmed status. Why has Quidco not paid me?

@saintscouple – I would like to look at this for you and I’m sorry that you have the impression that we’ve deliberately advised you incorrectly, as we would never do that. I can understand your frustration and concern, though, as it does seem very messy.

We do have a formal complaints process so can I ask you to use the correct channel for this please. You’ll find it under Complaints Process in our All Help Topics. You don’t need to list the whole issue again; simply remind us that your post is in the Q & A thread on MSE and we’ll take it from there.

@tali – I’m afraid I don’t know the answer to that as I don’t know which retailer you are looking at. Please use our Ask Quidcare Section in the help page and we’ll happily get back to you in our Get Satisfaction forum.

http://www.quidco.com/help/report-issue/

@Rockaway Babydoll & @Shaftingham – I’m afraid I can’t comment on this issue in my customer care capacity on this forum. If you direct your question to [EMAIL="press@quidco.com"]press@quidco.com[/EMAIL] they will be happy to assist you.

@Birdy12 – I’ve checked with the payments team. There has been a delay with Ocado as there payment they sent to us recently was incorrect. This has now been rectified and payments will be up to date by the end of this month. I’m sorry you’ve been affected by this delay.

@iduno86 – I’m sorry. The outstanding payments are still coming through from the network for various retailers and we know that 10 months is not acceptable. We had thought that the payment we were expecting on 15 August would cover outstanding New Vista payments but that’s clearly not been the case. Their next payment is due around 8 September and New Vista will definitely be brought up to date from that payment.

@Tillycat123 – I’m afraid that the situation is that we really are still waiting for AA to send the payments through to us. They declined a large batch of cashback. They subsequently approved the cashback after we went back to ask them to review their decision but we haven’t had the payment yet. This has been escalated to a very high level and we’re doing our very best to obtain the cashback as quickly as possible. I’m so sorry for this delay.

@Somerset – Again, if you wish to raise a formal complaint about this it will be looked at. That does seem a long time to wait, although we can never guarantee claims processing times as they are processed by the affiliate networks and the retailers.

Kind regards,

Jules

quidco_Company_Representative

Good morning,

@denise38 - I really am sorry for the delays with AA at the moment. We're taking this very seriously and it has been escalated to a high level. We will sort this out for you and as quickly as we possibly can.

Kind regards,

Jules

Sarahf

I raised a claim for vodafone on 02 May 2011 and the last comment on this was 11 May 2011 but nothing seems to have happened with it since then. Please can you give me an idea if any problems with vodafone? Thanks

madcal87

Hi,
I purchased the Iphone through Carphone Warehouse, £70 cashback, I have raised the claim, and this has come to nothing, with no response. This is a large amount of money for me to lose.
This is my activity:
18 Jun 11 - Carphone Warehouse - 0.00 - 70.00 - Claim Raised 23 Jul 11
Thanks

thetoothfairy

I'm new to this cashback idea! Just been reading the guide on here, and it looks intruiging. I quite like the idea of the Quidco iphone app, but wondered if anyone's used it yet and what they think of it. Also, has anyone registered their cc or dc with Quidco and is it quite safe? thanks

techspec

quidco_Company_Representative wrote: »

Good morning,

@denise38 - I really am sorry for the delays with AA at the moment. We're taking this very seriously and it has been escalated to a high level. We will sort this out for you and as quickly as we possibly can.

Kind regards,

Jules

My AA purchase from last month as just been declined.

Seems like the AA are still at it - while you are busy chasing up old claims.

It would no be so bad if i trusted you to get it back - like i do topcashback - but i don't - so this will be my last Quidco transaction.

I will continue to chase up my declined cashback from AA and Npower.