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imutual_company_representative

Hi. This happens to a small percentage of members, due to measures we have to take to protect our merchants' offers from non-genuine transactions. Sorry it's been necessary in your case but it doesn't mean you've done anything wrong and should be a fairly straightforward one-off process. For more information, see I have been asked to send you a bank statement as proof of ID - why?

Flossy2008 wrote: »

I'm also confused by this??

It sounds like something has prevented the third party system (used by Money Vista) from tracking and reporting your transaction to us. Please submit a query from your imutual account so we can advise you further

Skint_but_Optimistic

Thanks, so how long should my authentication take?

imutual_company_representative

It will normally be processed within 1 working day. If you need to chase progress, feel free to submit a query

Zanderman

imutual_company_representative wrote: »

Hi, yes I saw the comment about logmein earlier today.

The cashback offer is described as follows:

LogMeIn Product Purchase £20 cashback 250 shares

So the cashback is only for when you go on to pay for one of their products (this has been the case since January). However, our general description of Logmein did refer to the fact that you can trial the software for free (I have since updated it)

So I'm guessing that some people have downloaded the software (on a free trial) and may be expecting £20 cashback :eek:

Is that the case? I do apologise if anyone has found our description confusing :embarasse

Your description said £20 for a 14 day free trial. That's not confusing, it's explicit. If it was wrong that's your fault and your responsibility - just saying 'eek' doesn't impress.

I look forward to something more than an apology - you can't offer cashback for something and then just say sorry you got it wrong. That's at best unprofessional, and at worst a cover up of a fraudulent statement. Many, including me, installed that software (which is a pain to use btw) and expect you to honour the cashback you promised.

imutual_company_representative

Hi Zanderman,

I've considered your post, and, having already conceded that woudl could have been clearer, if something more than an apology I'm open to offering it (see end of this post).

However, I would first like to defend ourselves to an extent, given the following wording:

Zanderman wrote: »

Your description said £20 for a 14 day free trial. That's not confusing, it's explicit ... unprofessional ... fraudulent

On each of our merchant pages, we include a general description of the products and services they offer. In this case, the description included the fact that you can download the software for free with no obligation (and not even having to enter payment details), because this is a significant USP of the merchant.

The cashback rates for any qualifying transactions are clearly stated, and in this case displayed as follows:



It does clearly state that the cashback on offer is for a purchase not a free download.

As a member-owned site that generally passes on 100%+ of its commission to its members, we have limited scope to pay out when we haven't been paid ourselves. And, although I admit that our general description could have caused confusion, I don't accept that we explicitly promised £20 for a free trial

That said, I am willing to offer £10 as a goodwill gesture to anyone who participated in the offer and feels that we should compensate them for "wasted time". I hope that seems like a reasonable compromise

To claim this, please submit a claim (for £20 cashback) via your imutual account using the form at http://www.imutual.co.uk/claims

HTH

Rich

Torialou78

imutual_company_representative wrote: »

Hi Zanderman,

I've considered your post, and, having already conceded that woudl could have been clearer, if something more than an apology I'm open to offering it (see end of this post).

However, I would first like to defend ourselves to an extent, given the following wording:



On each of our merchant pages, we include a general description of the products and services they offer. In this case, the description included the fact that you can download the software for free with no obligation (and not even having to enter payment details), because this is a significant USP of the merchant.

The cashback rates for any qualifying transactions are clearly stated, and in this case displayed as follows:



It does clearly state that the cashback on offer is for a purchase not a free download.

As a member-owned site that generally passes on 100%+ of its commission to its members, we have limited scope to pay out when we haven't been paid ourselves. And, although I admit that our general description could have caused confusion, I don't accept that we explicitly promised £20 for a free trial

That said, I am willing to offer £10 as a goodwill gesture to anyone who participated in the offer and feels that we should compensate them for "wasted time". I hope that seems like a reasonable compromise

To claim this, please submit a claim (for £20 cashback) via your imutual account using the form at http://www.imutual.co.uk/claims

HTH

Rich

I do agree with the poster that it was misleading however I did appreciate you saying sorry and re wording it however even more impressed with you offering £10 for us in return for the mix up. That is really decent of you! Well I think it is anyway. You might want to reword you wording next to the claim link though hun it says £20 before we have more miss understandings lol :rotfl::rotfl:

I think that is jolly decent of you. And thank you to the poster for posting as well. I will put one in. Rich can I pm you re something on the site on here. I do not really want to post on the wall.

Zanderman

imutual_company_representative wrote: »

However, I would first like to defend ourselves to an extent, given the following wording:


On each of our merchant pages, we include a general description of the products and services they offer. In this case, the description included the fact that you can download the software for free with no obligation (and not even having to enter payment details), because this is a significant USP of the merchant.

The cashback rates for any qualifying transactions are clearly stated, and in this case displayed as follows:



It does clearly state that the cashback on offer is for a purchase not a free download.

It says that now! But you admit in your earlier post that you altered it. My recollection is that it used to say "14 day free trial" or similar - it certainly did not say 'purchase'

Edited to add I've just accessed a cached version of the information - and that says the wording used to be "LogMeIn Remote Access and Management £20 cashback + 250 sh " So no mention of a purchase. Sorry!

Bear in mind that other posts earlier in this thread imply it said free trial that too. Also that if you google cashback and logmein you will find sites (in the US I think) that do offer cashback for trialling Logmein Pro. The difference there is that they offer a small rate for the trial and a higher rate for going on to purchase. You just had one rate, a higher one, listed for the trial but the existence of other cashback schemes for the trial does lend credibility to your listing the trial, and indeed a quick search of your own imutual forum reveals that you intended to offer the 'trial' for cashback.

So, it seems a 'trial' may have been intended, and you have altered it subsequently.

That's just my view of course, on the info I remember seeing and can access via searches.

So, I'm not altogether happy with your defence, but can't, without a full set of screenshots (anyone got one?), prove you wrong.

Your £10 offer is good, but by making it you appear to admit that the 'confusion' as you call it, was easily done - which actually seems to bear my account out.

But I'm happy to leave it at that, and will consider putting a claim in as you suggest.

itm2

I clicked through on the Moneyvista link in mid-February (when the £30 offer was on), and spent quite a while entering details and trying out the tools on the site. Nothing tracked, so I raised a claim. The response from iMutual was that they didn't know why it happened, but recommended that I try again - maybe referring a friend. I expressed my doubt about simply trying again when it hadn't tracked the first time, and had a reply saying that they would see what they could do. Am still waiting for a reply....

fragmented

re LogMeIn Remote Access

a google search for "cashback LogMeIn imutual" shows the offer was on imutual - Free trials
www .imutual.co.uk / free-trials?page=1&order=5
LogMeIn Remote Access and Management

and was there when i joined logmein as i would not of installed it if i had to pay for it, and it was on the FREE TRIALS page.

on your own forums
imutual.co.uk/forum/viewtopic.php?f=3&t=1557&p=52250
Tue Nov 06, 2012 2:59 pm
"Added on imutual log me in remote access free trial"

imutual_company_representative

Zanderman wrote: »

Edited to add I've just accessed a cached version of the information - and that says the wording used to be "LogMeIn Remote Access and Management £20 cashback + 250 sh " So no mention of a purchase. Sorry!

Hi. Without wishing to get too bogged down with this, I do feel I need to respond to demonstrate that I believe I've been honest and open about this matter....

The cached screen you're referring to looks like it comes from either our search results or (more likely) the "Free trials" listing page i.e. it is a listing 10+ deals, of which Logmein is one. BUT from here, you then have to click onto the main offer description page where the specific cashback rates and conditions are displayed before clicking out to the merchant; this is the screen I was referring to. I did already state that, when the possible confusion had come to my attention, I had updated the general description, and taken it out of the "free trials" category. I took a screen print before I made this change and if you need further proof I believe that if you use a web caching tool to determine what cashback rates were being displayed on the offer page since 29 January, you will find that it shows "Logmein product purchase £20"

As I say, I readily concede that there was potential for confusion, hence the goodwill gesture to pay £10 out of our own funds. I hope that can provide an amicable solution