Quidco declining Npower cashback due a glitch!

Rabbitx

This is the message I received from Quidco customer support this morning:
Quidcare status updates
18th October - Declined cashback tickets from Dominic Butterell!
Unfortunately, we have had a system error which has resulted in a large number of our customers being notified about a declined transaction and being advised to raise a cashback claim.
If you have had one of these tickets over the last 2 days and you are unable to raise a claim, we regret it is too late for us to take action for you. The reason for this is that we are unable to ask a retailer to process a claim if more than 45 days have elapsed since the transaction was declined.
We do apologise sincerely for the upset and inconvenience that this may have caused and we have now rectified the error.

This seems to me to be a pathetic response.
I had anticipated £80 cashback!

busybee100

I would cancel if still time and go through another cashback site.

Rabbitx

Too Late... I switched in July! But I shall certainly be wary of using Quidco again.

cifpower

Rabbitx wrote: »

Too Late... I switched in August! But I shall certainly be wary of using Quidco again.

I always submit a query if something hasn't tracked after 3 days. Then Quidco send it off when they need to.

Rabbitx

This tracked. I have not decided whether to raise a claim again, or just switch again, paying Npower's penalty for doing this. I think the later is probably the better and more urgent option, given the complexity of Npowers tariffs, and their not-too-hot customer service! I feel I've been Mis-sold, and am very unhappy about it. Neither Npower or Quidco want to take responsibility.

ZenUK

Switch to TCB, sometimes when they make a mistake with cashback they pay out of their own pockets.

evilmonkey69

Raise a formal complaint with the npower complaints team and ask for £80 to cover leaving cancellation fees and the remainder as goodwill.

They have on record you switched with Quidco and send them an email showing the screenshot of the email on your quidco account advising of the situation. npower would normally have paid quidco a brokers fee Quidco pass on to you. npower have not paid this fee to them, so its seems fair they just pay it directly to you instead and cut out the middle man and ping pong emails between you and the aforementioned companies.

Sounds like Quidco's fault though, so perhaps use TCB or one of the 'consumer focus accredited' websites which offer albeit smaller (£30) but more secure and prompt cashback (ukpower, energy helpline, moneysupermarket), if not happy with their service as advised in above replies.

I understand you feel a bit mis-sold but that's not really the case, as this would only be applicable if npower had directly mis-sold you regarding their tariff, costs etc, which excludes cash-back promotions. npower's paperwork and online quote would have made no reference of the cashback and this was never included in any savings referenced.

I do use Quidco myself and about 3 years back got £120 for changing to Scot Power, however I've been waiting 2 1/2 years for 80 from Orange, so have used Quidco far less since that bad experience (they blamed Orange). I figure fool me once shame on you , fool me twice shame on me.

Good Luck!!!

chanz4

orange normaly pays out in 3 months via quidco, inregards to npower and cashback they wont know and raising a complaint wouldnt solve it jsut stop a genuine complaint. Think the complaints needs directing at quidco.

evilmonkey69

Any supplier should know the source of the sale. Quidco sales on suppliers websites are made via a special link and have a different code reference to identify. Suppliers have departments (marketing, sales, commisions) that deal with these areas and they authorise payments to the brokers and in Quidco's case they pass onto.

In my case with Orange I was told the external company orange used to sub-contract to deal with such matters with Quidco went bust and therefore a number of cash-back's some time ago were not paid to Quidco customers.

Not npower's fault, but if you complain (officially) you may get lucky. My personal experiences of complaining to Quidco for months were certainly fruitless.

Rabbitx

Thankyou for all the good advice. Quidco have assured me they are sorting it out, that it was down to Npower, and that I should receive payment shortly! Fingers crossed.

chanz4

they declined a few of myn but back as claim raised