CLOSED: Quidco Question and Answers - please see new thread

iduno86

Any updates regarding the old new vista transactions, I have been asking the same question for several months now, Only to get the same reply, So are they ever going to pay up (considering they have paid up on other cashback sites several days ago)

m00nie

quidco_Company_Representative wrote: »

Good morning,

Rosie is out of the office so I’ll respond to your questions today.


Firstly, just to reassure those concerned, we’re not happy with the decline reason given by Scottish Power either, as it is unusual and we need to rectify this for our customers. We’re speaking to the network as we’ve returned all of the claims which were declined for this reason. When cashback is declined for reasons we’re not happy with we always go back to speak to the network or retailer. I have to say it usually happens due to a genuine error being made. As soon as we have a response we will update all customers affected by this issue individually. This is a work in progress; we’re dealing with it and we’ll do all we can to get it sorted out as quickly as possible so please don’t worry if you have had a Scottish Power purchases declined for the reason that they are not working with the network. We'll update you shortly.


@Lorian – don’t worry - we sent your claim back to Churchill for you and they are investigating for us. We will also be hurrying them along for a response and as soon as we have that we will of course update you.

Kind regards,

Jules

so you can go back to them when YOUR not happy but when we tell you theres something wrong theres nothing can be done... Were not happy when fake competeing cookies are the reason cashback is declined but its tough luck for us

DavidF

Cashback query -
Hi. I bought Kwick-Fit Car Insurance through Quidco link on 12th november 2010 - This has been shown as Tracked* for many weeks now and no payment has been released into my account. Could you please look into this matter for me and advise me of what the situation is regarding my much anticipated cashback ? Thankyou in advance.

12 Nov 2010 Kwik-Fit Car Insurance 0.00 42.50 Tracked*

scampdog

I beginning to think that it is just a bonus if we get any money back via these sites ....I have had no problems at all with small amounts via Ebay etc just the larger amounts so it seems like a case of "you pay your money and take a chance"

jintyb

I bought two policies from this retailer on 11 November 2011, the cashback being £90 per policy.
According to Quidco's site, the average payment time for this retailer is 180 days.
I have raised a ticket and followed up several times but the answer from Quidco is that "they expect an update shortly".
It is now nearly 8 months since the date of purchase - how much longer do I need to wait to be paid?
I would really appreciate some advice, thanks.

quidco_Company_Representative

Good morning,

@iduno86. We hope to have all payments for Vista and High Street Web up to date shortly, having chased this relentlessly for you all.

@mOOnie. Competing cookies are different, I’m afraid. Any decline reasons we can challenge we do so immediately. As outlined on here many times, we’re not happy about competing cookies either, as it’s not in our interests for customers’ cashback to be declined. However, if commission for a sale has been paid elsewhere, it’s unfortunately out of our hands as a retailer will only pay commission for a sale once. This issue is not specific to Quidco as it’s industry-wide and how the affiliate community works.

@DavidF – we certainly can. Please go to the contact form on our Help page and select “Why hasn’t my cashback updated to confirmed yet?”. We’ll be able to advise you of the current situation.

@scampdog – we make no secret of the fact that cashback can sometimes take a frustratingly long time to come through due to the number of parties and hand-offs involved in the over-all process. However, if you follow the guidelines in our Making a Purchase section on our All Help pages, you will minimise the risk of anything going wrong with tracking etc. Customers who shop regularly with us earn an average of £260 every year in cashback and the vast majority of those have not had any problems at all. Sadly, we’re not at the stage yet where cashback is guaranteed but we’d love that to be the case and we work constantly with the other parties concerned to improve the experience for our customers.

@jintyb – L & G have a 6 month validation period for this product in order to combat the high levels of fraud they’ve experienced. They normally start to look at the transaction 6 months from the end of the month in which it was made and payment takes a month or so from then. However, they have had some processing delays recently but they are working on this for us. We’re in close communication with them and whilst we don’t have a specific payment date, they are aware of the urgency and as soon as your payment arrives we will of course apply it to your Quidco account.

@luckymannn – welcome to Quidco. Don’t worry - this can happen and it will more than likely update on its own, but can you please contact the Quidcare Team to enable them to have a look at it for you. Please use the contact form on our Help page and select “Why has my cashback tracked at the wrong amount?”

http://www.quidco.com/help/

I hope you all have a great weekend.

Kind regards,

Jules

Lynsey

jintyb wrote: »

I bought two policies from this retailer on 11 November 2011, the cashback being £90 per policy.
According to Quidco's site, the average payment time for this retailer is 180 days.
I have raised a ticket and followed up several times but the answer from Quidco is that "they expect an update shortly".
It is now nearly 8 months since the date of purchase - how much longer do I need to wait to be paid?
I would really appreciate some advice, thanks.

To be honest, you are very lucky it's a financial product and can easily be sorted.

Contact both L&G (marketing dept.) and the Financial Ombudsman Service (FSO) 0800 0234567. Inform L&G that you are contacting the FOS.

The FSO is already well aware of the way that financial products are promoted/advertised via cashback sites and will take a very dim view of the length of time it has taken to receive this "promotion/enticement".

The FSO will intervene and send you out a pack which you return if not fully sorted within 8 weeks and the FSO will also contact L&G on your behalf to chase up the matter. It will probably be sorted very quickly once L&G have been contacted by the FSO.

Obviously more clout with the FSO chasing things up than say a cashback site.

Good luck, but anyone waiting over 6 months for payment can very, very easily sort out an issue with a financial product. Only let it delay if you want to.

Lynsey

prop55

Hi Quidco rep,it's now eight months since I joined the AA.The deal cost over £100 so the cashback should have been around £50.It tracked at £14,but indicated it would revert to the higher amount when paid.However,it didn't and was paid at just £14.I've raised a claim with your help desk but haven't received any indication that his dispute is ever going to get resolved.Any help wold be appreciated

scotty1875

I am completely disillusioned and frustrated with QUIDCO.

I have recently been advised that I am only entitled to £25 cashback instead of the £70 advertised for car insurance purchased in Aug 2010.

This is my QUIDCO experience (the QUIDCO responses are in bold) :mad: :-

On 14/08/10 QUIDCO promoted £70 Cashback for an approved car insurance policy with More Th>n Premier Insurance - Quote Ref C142723590.

I clicked on the weblink on the Quidco webpage and I was approved for and subsequently received a car insurance policy with More Th>n Insurance.

On completing the transaction, in case of problems later, I took a screen print of this cashback offer on the QUIDCO webpage that displayed "Quote Ref C142723590" and I took a screen print of the policy confirmation from the More Th>n webpage that confirmed my insurance policy no. as C142723590 (note that both ref. nos match).

That same date (14/08/10), my QUIDCO account showed £25 was tracking instead of £70. I immediately raised a QUIDCO query stating that I had purchased car insurance with More Th>n on 14/08/10 and queried why the correct amount of £70 wasn't tracking. This was their reply:

It is quite normal for some purchases to track at the wrong amount and update to the correct amount when the retailer validates the cashback, or, in the case of purchases at tracked status, when the cashback is received, so there is no need to worry at the moment. However, if this does not rectify itself you will need to raise an incorrect cashback query, within 45 days of the transaction updating to the next stage. You will need to have the following information to hand for this: Your quote reference number, the policy holders full name, the type of policy taken out and the premium.
The quote reference number will have the following prefix depending on the type of insurance purchased; Car Insurance - QC or C

As my insurance quote had a C prefix, I didn't worry, as advised.

On 15/02/10 I raised another QUIDCO query as to why the transaction status had changed to validated on 9 Jan 11 but still showed the incorrect £25 amount instead of £70. I included the details of the promotion from the QUIDCO webpage I had saved at the time of purchase - Quote Reference: C142723590, More Th>n Premier Insurance Car Insurance; Cashback: £70 (1 rate) for an approved policy. This was their reply:-

I have looked at your MORE TH>N purchase for you and I can see that it validated on 09 January 2011. In most cases the cashback comes through within four months of the validation date but if yours takes any longer than that we will of course chase the merchant to hurry them along for you.
When we receive the payment your purchase will show a status of received and the cashback will be sent on to you in the next payment run. Our payment runs take place around the 1st and 15th of every month.
As always, do contact us again if you need help with anything else.

Given that I had again raised the £70 issue, I assumed that QUIDCO were investigating this issue and waited a further four months.

On 16/06/11 I raised another QUIDCO query stating that I was concerned that it was now over 10 months since I purchased the deal and queried when the correct amount of £70 would be confirmed.This was their reply:

Could you please confirm the exact type of insurance you purchased. I have listed below for you the cashback offers that were available at the time of your purchase and none of these details Premier Insurance - £25 for Car Insurance; £60 for Van Insurance.

This is when alarm bells started to ring as QUIDCO were now stating that they had no record of a More Th>n Premier Insurance £70 cashback deal on offer on my date of purchase. I recontacted QUIDCO and again repeated the relevant information.
On 22/06/11 I received this reply:

When you raised your first support ticket relating to your purchase on 14 August 2010 you raised this as MORE TH>N Car Insurance and not MORE TH>N Premier Insurance, which means you were advised of the quote reference format for Car Insurance, as you have provided to us. The retailer does use a quote reference in the format requested, beginning SNQ for premier insurance and the quote reference you have provided does not match this. We are raising your cashback claim for you as a goodwill gesture as your purchases was confirmed on 24 March 2011 and you do have only a 45 day time period after cashback confirmation to raise a cashback claim as you have been previously advised.

Then why then did the QUIDCO webpage for Premier car insurance have Quote Ref C142723590 instead of a quote ref with prefix SNQ?
If this was indeed an issue, why is the quote ref on the QUIDCO webpage for More Th>n Premier Insurance identical to the insurance policy ref that I received for regular insurance.

After sending QUIDCO copies of both their cashback webpage and the More Th>n purchase confirmation webpage taken on 14/08/10 that both show the same quote ref no. I received this final reply dated 23/06/11:-

Thank you for your email, which I have received. I have spoken to our admin team and I can confirm that your purchase is for regular car insurance rather than premier insurance.
Due to this your cashback did track into your Quidco account and has been confirmed at the correct cashback rate as advertised at the time of your purchase.
All purchases for premier car insurance have a policy number in the format SNQ0000019572 and the policy number you have provided does confirm your purchase as regular car insurance only.

QUIDCO obviously continue to ignore the fact that the Quote ref no. advertised for £70 cashback for Premier Insurance was C142723590. There is absolutely no quote ref with prefix SNQ anywhere on their webpage of 14/08/10.

In conclusion, it appears that I have lost £45 due to the following reasons:

1. I didn't quote the word "Premier" when I first raised the issue on 14/08/10.
I raised the £70 / £25 issue and was advised there was "no need to worry". QUIDCO should have confirmed that I had been linked with a £25 offer as opposed to a £70 offer but they didn't. Being advised not to worry and that it would sort itself out down the line is not acceptable.

2. Premier car insurance policies always commence with the prefix "SNQ".
Then why did the QUIDCO webpage for £70 Premier Insurance display a quote ref with the prefix "C" that matches that of my policy for regular car insurance? I purchased my insurance from the site I was directed to via the QUIDCO weblink.

3. QUIDCO state there was no £70 Premier Insurance cashback offer on 14/08/10.
This is incorrect and I have provided the screen print to prove it. There is no time and date displayed on the screen print, however, I saved it to my draft email folder which confirms it was saved at 11:33 on 14/08/10, accordingly. The fact I raised the £70 issue on 14/08/10, as my QUIDCARE Support communications verify, surely corroborates this.

Given the fact I have been able to provide the evidence detailed, I think QUIDCO's stance is arrogant and unjust.

I intend to close my QUIDCO account once my funds have been paid and use an alternative cashback site in future, such as Topcashback (free to use as opposed to QUIDCO's £5 annual fee).

I would be delighted if one of the MSE admins could share their opinion on this and suggest any other course of action to assist my claim?

Quidco Company Rep, I would be interested to hear your view on this matter, however, please don't ask me to email you. All the facts are detailed in my numerous QUIDCARE communications and in the above post.

Thanks for reading folks - rant over!

Lynsey

scotty1875 wrote: »

Thanks for reading folks - rant over!

Actually well worth reading and well worth a rant!!!!!!!!!
Not too sure if it's all the hot weather but there have been lots and lots of problems with declines of late.

Again, it's a financial product, so contact the Financial Ombudsman Service (FSO) 0800 0234567. Also try and contact More Th>n, the marketing dept. if possible.
Well done for taking screenshots as now you can contact the ASA (Advertising Standards Authority http://www.asa.org.uk/) and get them involved to look at the form of advertising. Clearly what is being promoted is NOT being given - there is no doubt there.

Best of luck and hope the weather changes.

Lynsey