Topcashback Questions & Answers

B_M

Thanks tcb Charlie.
You can't claim to have a 'fair play policy' in place and yet still have no resolution to a claim of over 11 months. It wouldn't make any sense.
The other issue is an issue (known at the time) of tracking at the wrong amount. It was recorded on the forum (closed down) and has been confirmed in the merchant reviews. So, there was an issue, no doubt there. Now, this still hasn't been resolved and in the meantime, I could have built a house! Maybe just a small house, but no less a house.
The more sinister may feel we have been scammed, and reasonably so.
Could it have been deliberate to offer a higher first time tier rate and then try and pay less after the purchase?
Mistakes happen, of course they do, but when mistakes appear just to be brushed under the carpet, then the more sinister way of thinking may not be so far off the target,
Any company with half decent customer service (or fair play policy) would have taken ownership of the issues and took them through to completion. But, you have to want to do that! If it is the merchant, then why have they not been suspended? Another point for the more sinister and fair I suppose.
I won't name the merchant as yet as I want to see if tcb can resolve the known issues before contacting the merchant myself and asking them to take ownership of the issue. If not resolved then, then it's looking more like a deliberate ploy and Trading Standards and Advertising Standards will need to be involved.

Scaredy_Cat_3

TopCashBack_Company_Representative wrote: »

Hi @Scaredy Cat, if you would like to send an email to [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] we can then look into this claim for you. However when a merchant does decline a transaction we do try our best to claim the cashback but this is not always a guarantee: **Whilst we will try and recover missing cashback, at any point we reserve the right not to chase missing cashback claims, particularly where no purchase has been made.**
Please be assured we do our best to resolve these claims.

Kind Regards,
Charlie

What are you suggesting? Why would I be making a claim if no purcahse had been made? Why would it initially track if no purchase had been made?

I feel like I'm stuck in the middle, you are blaming the merchant for declining the transaction yet the merchant say I have to take it up with you. It's a lot of money to me, otherwise I would probably just chalk it up to experience. The fact that it initially tracked PROVES that I clicked through to the merchant website via TCB, so it really feels like you are just looking for excuses not to pay.

TopCashBack_Company_Representative

Hi there,

@fed up and stressed: in relation to Asda, if you mean that Asda Grocery transactions can take 6 weeks to uplift from 0.00, this is a tracking requirement put in place by Asda themselves. I hope that helps to clarify for you

@B_M; I'm sorry that you feel this way, but I can assure you this is not the case. If you are able to provide the details of the claim you are concerned about, we would be more than happy to look at this for you.

@Scaredy Cat; I'm sorry for any confusion here. What we mean is that there needs to be a click record on your account, as a proof of purchase, otherwise we cannot lodge a claim with the merchant. If you've got a click record you should be fine to lodge a claim with most merchants.

Best wishes,
Amy

jeffmatis9

@jeffmatis9, I am sorry you feel this way,with regards to the reply which states they have allowed you to downgrade, some members are not able to do this themselves and we would need to do it for them manually, this all depends on the individual account activity and the technical settings relating to the admin fee.

Thanks for the reply. Why can't members change their own membership? It was forced upon them - much grumbling about it on its introduction on your own forum (oops, that has been removed now so that support can be handled better - it wasnt as if bad advertisers were ever removed, just the bad comments), there was a three month free trial.

So having used it, do I want the benefits of 3p or a £5 fee taken away. It beggers belief that you have to manually do it for accounts. You say technical issues but if you claim to have 3 1/2 million members, and only 10% contact you, do you have the infrastructure to manually change each account. You dont even do that - you send an email to the member allowing them to do it, and they still have to do it within the 48 hours. Some people have lives and dont log into their account every day.

Why not send a message with the next email saying that support need to be contacted to remove the fee or I can do it using social media on your behalf - might be better coming from you though - slightly more professional. Maybe even Mr Lewis can make his viewing audience aware of this before the money starts to be taken out. That would cause an avalanche of emails to support.

Cell

Still nothing despite doing what you asked me to some time ago.

Thomas Cook 'Waiting for Merchant'
Accor Hotels 'Querying With Merchant's Network (Q)'

No follow up from you. .

It may not be your fault, but it seems that you only report back when chased.

Poor show.

TopCashBack_Company_Representative

Hi there,

@jeffmatis9 We have introduced this 48 hour link option as a way to allow members to complete this switch themselves within a certain time frame if they do access their account in this time. However if you don't log back on until after this time has passed then all we would need you to do is send another quick reply on your support ticket and we would be happy to get this actioned for you immediately.

I do appreciate that Plus membership may not be for all our members and as such we do try to make this process as easy as possible should it not be for you. I can only apologise if you feel that this is not the case.

@Cell I'm sorry to see your claim has not been resolved for you just yet. The team do their best to get this resolved as quickly as possible but we do ultimately have to wait for the resolution to be passed on to us first before we can make you aware of this. Whenever there is any new information for you then they will post a message on your claim thread. In the meantime they would be chasing this and as such there is not much of an update to give in these cases. Should you ask for an update however then we will always be happy to provide one for you but otherwise we will generally wait until we have an outcome on this.

I hope that this helps.

Many thanks,
Katie

Cell

Just to update, and to be fair, both my queries have now advanced.


Thomas Cook is now payable (having never been tracked!) and Accor Hotels has appeared as confirmed.


Still a lot of hassle for £23, but it wouldn't be right to complain but then not acknowledge when the matter has been resolved.

lee111s

I took out some insurance back in February with More Than. The claim tracked twice, one with the correct £42 cashback, the other with a cashback of £0.00.

The £42 has been at confirmed for a couple of months now but hasn't budged. The £0.00 "claim", passed as payable a week or so after it went to claimed.

Is it possible that the £0.00 has triggered the system to show that I have had my cashback for that transaction and is preventing the £42 from becoming payable?

Has anyone else has anything similar?

Thanks

TopCashBack_Company_Representative

Hi there,

I hope that you all enjoyed the weekend

@Cell, I am glad to hear that these have now been resolved for you, I do apologise that this took longer than anticipated.

@lee111s, please do not be concerned by the 0.00 amount, this is in relation to your quote. It may be that your confirmed amount is yet to pass it's estimated payable speed, but I would be more than happy to take a look into this for you, could you email me at mse@topcashback.co.uk so that I can do this?

Best wishes,
Samantha

sharon80_2

Hi Topcashback.

I have previously raised a ticket but I am getting nowhere.

Anything I buy online I always immediately go through topcashback and have never had any issues.

In January I moved into a house and ordered sky broadband and line rental via your website...it tracked successfully and in June when due to payout it was declined by the merchant. I cannot understand why this is the case when I have an active account and had a new line etc from sky?

I also query the length of time it has taken to dispute this and only get a general we are waiting on sky responding...it certainly doesn't take long for sky to check if they have an active account set up?

Its very disappointing and made me wary to get anything as large through the website, I could went through another outlet and got virgin miles or quidco.

Could you please look into this.

Thanks