CLOSED: Quidco Question and Answers - please see new thread

almillar

Hi Jules,
Just wanted to ask a question here instead of going through officially as I'm not 100% certain on the process.
I ordered SkyHD+, HD sub, Sky phone and Broadband on August 11th. SkyHD+ box was installed on Aug 16th, telephone activated on 26th and broadband will be activated on 13th Sept.
I have seen on the Quidco Sky page that cashback will be shown once everything has happened, but also that there is only 45 days to raise a query - IF it doesn't track after 13th Sept (allowing a few days as you ask) I'll be getting very close to the 45 days, and I don't want to run out of time.
Am I right in my understanding of how the above works, should I expect to see NO activity in relation to Sky on my Quidco account until at least 13th Sept, and do I have time to raise a dispute if the expected cashback doesn't appear by, say, 16th Sept?
Thanks in advance!

saintscouple

quidco_Company_Representative wrote: »

Good morning,

........................

@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.

.............

Kind regards,

Jules

Many Thanks for this, I was unaware of the complaints process.
I am however happy to report though that my complaint has been resolved fully to my satisfaction.

Thank You

andrea_louise

Grrrr. Am unimpressed at Quidco at the moment. I have always used TCB, and been very impressed with their customer service. Joined quidco last september, first few transactions went through fine. Have a priceminister transaction thats been outstanding from February - tracked but that's it. Got a caesars casino transaction, which never tracked, then got declined, was dealing with Kim @ Quidcare, who kept saying she was not getting my emails through. I eventually sent her a pdf of my Credit card bill from April with the Caesars transaction on, and she responded saying the info needed to come from Caesars themselves. The Website was down last night so I emailed the caesars support explaining the situation. Here is the response... it was the bit in red which made me chuckle! Have forwarded that, and see what feeble excuse comes up this time!

Dear Andrea,

Thank you for contacting Caesars Casino Online Customer Support regarding your original deposit.

We can confirm that you deposited £20 on our website, from a Visa Card registered in your name.

Unfortunately, we cannot provide any documentation or proof that would be accepted by whomever is asking you for the proof, if they are unwilling to accept a PDF of your credit card statement.

We recommend that you speak to them and ask them what documentation would be acceptable.

If you have any further questions, you can find a range of answers on our Support Home Page http://caesarscasinoonline.custhelp.com. Alternatively, call our friendly Customer Support team free on 0800 458 3534, available 24 hours a day.

With kind regards,

Nick D - Caesars Casino Online Customer Support Advisor

suekjw

Another one waiting on various Quidco payments here! Currently waiting on a payment from 13 January for a supplier that is still being shown as 7 weeks payment speed on the Quidco blurb!!

Also waiting on:

B&Q Instore, 15 Jan!
Avis, 8 Feb

Others too, but I'm only bothering with ones that are older than 6 months lol!

rusty-london

I'm having problems with my cashback on Quidco with Three.

I bought a 2 year contract with an iPhone 4 in July with the £150 cash back deal which they were offering. When applying for the contract, someone from Three phoned me and went through some security details for the credit check and said everything was fine, a couple of hours later i got an email telling me that my credit check was unsuccessful! I contacted Three customer services who told me that it was due to an admin error on their part.
The next thing I noticed was that my cashback had gone from tracked to declined. I've put in a claim but was asked for an 8 digit customer number which I can't ever recall getting and Three customer services know nothing about. My cashback status has been at 'claim raised' since 17th July!
How long does it take to process a claim?

quidco_Company_Representative

Good morning,

I hope you all had a good weekend.

@littlewren - We’re not actually supposed to give links on here so if you just select the question in the drop-down box in the contact form on Help that would work.

@almillar – If a purchase hasn’t tracked after 3 days you should always raise a missing cashback claim so that we can start to try to get it tracked manually. Are you able to do this straight away please? To raise the claim, go to the Quidcare Support tab in your activity page and click on “create a cashback claim”.

@saintscouple – you’re very welcome.

@andrea_louise – I’m sorry to hear you’re having this problem and I’d like to look at this one for you to see if we can get to the bottom of it. We generally ask for proof as advised to us by the retailer so this is a little confusing. Please use the formal complaints process (we ask you to use this if you are unhappy with the way in which your query has been dealt with) as listed under Complaints in our All Help pages. You don’t need to go through the whole story again as you are welcome to paste this post into your complaint. I’ll do my best to help.

@suekjw – I’m so sorry these are taking so long. I can tell you that the B & Q In-Store payments are catching up and the payment for January purchases will arrive by the end of next month at the latest. As regards your cashback from Avis, the network that they use has had considerable processing delays caused by large changes to personnel and systems. They are catching up now too, and we would expect payments from purchases made more than 6 months ago to be paid either this month or next.

@rusty-london – I’m afraid it sounds as though you are not going to get your cashback on this occasion. If the purchase cannot be completed wholly on line due to a credit check being required, Three won’t class the purchase as having been made through Quidco; they will class it as a direct sale instead. This is why you don’t have the on-line sales reference they require in order to try to track the purchase back to Quidco. I’m sorry for any disappointment that this will cause, but I don’t think we’re going to be able to help with this, as we can’t send off the claim without the on line reference number and you haven’t got that number due to the credit check.
Kind regards,

Jules

rusty-london

quidco_Company_Representative wrote: »

@rusty-london – I’m afraid it sounds as though you are not going to get your cashback on this occasion. If the purchase cannot be completed wholly on line due to a credit check being required, Three won’t class the purchase as having been made through Quidco; they will class it as a direct sale instead. This is why you don’t have the on-line sales reference they require in order to try to track the purchase back to Quidco. I’m sorry for any disappointment that this will cause, but I don’t think we’re going to be able to help with this, as we can’t send off the claim without the on line reference number and you haven’t got that number due to the credit check.
Kind regards,

Jules

That's strange, it doesn't state in the terms and conditions on the Three page that that's the case, they only mention the 8 digit number which I wasn't given. Nowhere does it say that if you need a credit check, which I'm sure all mobile phone contracts do, that you won't be entitled to cashback.

Frankly I think it's disgusting that they're going to try this. It just seems like a simple way for Three to get out of paying out their cashback that they offer when they've got you signed up for a new contract.

I'm going to take this up with Three and Quidco as in my opinion, it's completely out of order that I suffer due to an admin mistake on Three's part which they've already admitted to.

almillar

Thanks - claim raised.

shaftingham

almillar wrote: »

Thanks - claim raised.

Enjoy your wait. I have had claims (apparently approved so Jules tell me) outstanding since March this year, not confirmed yet or paid. You'll be lucky to see movement before Christmas, payment by next Easter. Wait and see.

jasonwatkins

shaftingham wrote: »

You'll be lucky to see movement before Christmas, payment by next Easter. Wait and see.

I'm at 3 months and counting for a Gala bingo claim. I applied to open a current account at Santander over the weekend (for genuine reasons) so used the Quidco link as it said £33.33 cashback for an accepted application, which it was.

I'm wondering if i'll see that before or after the Olympics