Topcashback Questions & Answers

ailey

POPPYOSCAR wrote: »

The problem when you ring the insurer is that they say they cannot help. They just say you can pay them. They do nothing to say why you cannot complete on line.

The only reason I can see for this happening is that the companies sign up to TCB to get people being referred through this cashback site and, more or less, going back on their agreement with TCB. Some people may not realise when they phone the company, when requested, that they will not get their cashback. These companies should be removed from TCB as TCB receive nothing and the buyer receives nothing. Only winner is the company who have not honoured their agreement.

notrich

Hello

I'm in the process of completing a claim for an untracked insurance policy. Can you please advise which name you require - mine as the TCB account holder or the name of the policy holder? Thank you.

nickyboy1975

I have an issue with TCB.
I have recently had cashback declined by ebookers, as it appears have many others.
Used TCB for years but I'm starting to look elsewhere.
I always follow the correct procedure for purchases yet my payment was declined. Why? Because I used a voucher code. Understandable yes, however the code I used was an official TCB approved code listed on the page at time of purchase.
I want the TCB rep to explain why if its TCB's obvious mistake they don't pay me instead? as I acted in good faith
Secondly why haven't they removed ebookers and other non paying companies from their site?
Thirdly why doesn't TCB have most recent reviews of a company as the default option on its review section? This would give the fairest representation of recent experiences by users. The way its set up at present makes every company look better than they really are. Shady at best
False advertising at the very least.
Please don't insult my intelligence by claiming information may be out of date, or incorrect. That makes your site sound like a scam.

jitwal

*WARNING*
If you are still using topcashback withdraw you money asap.
From my experience this company is either incompetent or worse operating dubious practices.

I had over £200 confirmed and over £100 pending payments when they decided to close my account.

I have tried contacting them several times but each time I get same ctrl-C ctrl-V reply.

Checking the web it seems im not the only one.

TopCashBack_Company_Representative

Hi,

I hope that you all enjoyed the weekend!

@Danceswithhorses, I am sorry to hear that your claim was not successful for you and in turn, you have now decided to close your account, we are really sorry to lose you as a member! I can assure you that we do monitor all merchants and if we do find that the majority of transactions are not tracking or the majority of claims are being declined, then we do act on this accordingly.

@B_M, thanks for your feedback regarding the forum, this is something that was taken into consideration at the time, however, we do still feel that we are able to provide more efficient support via our ticketing system and therefore, will not be re-opening the forum I'm afraid.

@ailey, tracking can be affected by different factors and when making a purchase, if you have several tabs open, or have visited a search engine prior to then clicking through to make your purchase via TopCashback, your cookies may be attributed to these parties instead of ourselves, which is why your claim may then be declined by the merchant. Once you have finished any searches that you wish to make, we do suggest clearing your cookies ready to make your purchase via TopCashback and also, make sure that any ad-blockers you have are also turned of as these can have an impact on your transaction tracking correctly.

It is not a common occurrence where a member is asked to call to complete their transaction, but I do understand that it can be frustrating when this occurs. Some of our merchants are still able to track transactions if this is the case and this information is always provided within the merchants terms.

Please be assured that there is no need to be suspicious, we will always do all we can to get any expected cashback to our members, however, as the final decision is down to the merchant, sometimes we are not always able provide you with a positive resolution, but where possible, we do try to appeal these also.

You can always contact myself at mse@topcashback.co.uk, or our Customer Care Team on a support ticket if you would like us to go through any transactions in more detail with you.

@abandonded, was this quote made via Topcashback Compare? If so, as long as you quote your quote reference over the phone, then you should go on to see this track for you within 60 days. You can make amendments to your policy in this time also.

@POPPYOSCAR, I am sorry to hear that they were not able to help, unfortunately, as the issue would be on their site, there is very little that we are able to do as we do not work with the merchants directly, but via an affiliate marketing network. Please do let us know though if you do find that his occurs for you again.

@notrich, this will need to be the details of the policy holder

@nickyboy1975, have you responded to your claim regarding this and seen if this is something that we are able to get appealed for you? If you could email me at mse@topcashback.co.uk, I would be happy to take a look for you. The declined decision that we receive does come from the merchant, but where we can, we are always happy to get these looked into further and once you have been in touch via email, I will be able to advise on how we can proceed with this for you. We do monitor merchants very closely and if we do find that a merchant is not tracking transactions, declining these or if we find that the cashback is not being received, then this is followed up accordingly.

The review section does get reviewed regularly and at present, we do not plan to alter the order of these, the option is available to view the ratings either highest star, lowest star or date: newest first. I am sorry to hear that you feel this makes us look shady and this is not our intention at all.

@jitwal, I am sorry to hear that your account was closed, if you could email me at mse@topcashback.co.uk, I would be happy to take a look into this and see if there is anything that I can do to be of help.

Best wishes,
Samantha

Roosters72

Hi,

I have recently decided to leave BT thanks to the Dec 2014 Price increase free get out clause, and have opted for TalkTalk. The offer a £100 joining voucher, and TopCashBack (if I go via them) offer Approx £52. My question is, if I go via TCB, do I still get the voucher from TT, or does it become invalid. Basically do I get both, or just one?

Thanks

nickyboy1975

TopCashBack_Company_Representative wrote: »

Hi,

I hope that you all enjoyed the weekend!

@Danceswithhorses, I am sorry to hear that your claim was not successful for you and in turn, you have now decided to close your account, we are really sorry to lose you as a member! I can assure you that we do monitor all merchants and if we do find that the majority of transactions are not tracking or the majority of claims are being declined, then we do act on this accordingly.

@B_M, thanks for your feedback regarding the forum, this is something that was taken into consideration at the time, however, we do still feel that we are able to provide more efficient support via our ticketing system and therefore, will not be re-opening the forum I'm afraid.

@ailey, tracking can be affected by different factors and when making a purchase, if you have several tabs open, or have visited a search engine prior to then clicking through to make your purchase via TopCashback, your cookies may be attributed to these parties instead of ourselves, which is why your claim may then be declined by the merchant. Once you have finished any searches that you wish to make, we do suggest clearing your cookies ready to make your purchase via TopCashback and also, make sure that any ad-blockers you have are also turned of as these can have an impact on your transaction tracking correctly.

It is not a common occurrence where a member is asked to call to complete their transaction, but I do understand that it can be frustrating when this occurs. Some of our merchants are still able to track transactions if this is the case and this information is always provided within the merchants terms.

Please be assured that there is no need to be suspicious, we will always do all we can to get any expected cashback to our members, however, as the final decision is down to the merchant, sometimes we are not always able provide you with a positive resolution, but where possible, we do try to appeal these also.

You can always contact myself at mse@topcashback.co.uk, or our Customer Care Team on a support ticket if you would like us to go through any transactions in more detail with you.

@abandonded, was this quote made via Topcashback Compare? If so, as long as you quote your quote reference over the phone, then you should go on to see this track for you within 60 days. You can make amendments to your policy in this time also.

@POPPYOSCAR, I am sorry to hear that they were not able to help, unfortunately, as the issue would be on their site, there is very little that we are able to do as we do not work with the merchants directly, but via an affiliate marketing network. Please do let us know though if you do find that his occurs for you again.

@notrich, this will need to be the details of the policy holder

@nickyboy1975, have you responded to your claim regarding this and seen if this is something that we are able to get appealed for you? If you could email me at mse@topcashback.co.uk, I would be happy to take a look for you. The declined decision that we receive does come from the merchant, but where we can, we are always happy to get these looked into further and once you have been in touch via email, I will be able to advise on how we can proceed with this for you. We do monitor merchants very closely and if we do find that a merchant is not tracking transactions, declining these or if we find that the cashback is not being received, then this is followed up accordingly.

The review section does get reviewed regularly and at present, we do not plan to alter the order of these, the option is available to view the ratings either highest star, lowest star or date: newest first. I am sorry to hear that you feel this makes us look shady and this is not our intention at all.

@jitwal, I am sorry to hear that your account was closed, if you could email me at mse@topcashback.co.uk, I would be happy to take a look into this and see if there is anything that I can do to be of help.

Best wishes,
Samantha

Yes I have raised a query on this but I'm not holding out much hope, as when it was first declined I raised a claim and mentioned that it was an official TCB code that was used. Made no difference.
As for ebookers just check their recent reviews. Pretty much everyone is saying the same that cash back declined.
As for the review system it should be changed as its not a fair representation of recent experiences. In theory some of these could be many years old and that's what any user who checks gets to see good reviews. Underhand it is and I know of virtually no other site that does this by default. Its clearly meant to entice users in unfairly. Yes it is sneaky and easily rectified. Ebookers won't be removed I'm certain but they are not paying. Someone is lying. You or them?
If they are supplying TCB with discount codes so they can decline legitimate transactions when people use them they should be removed and its pretty obvious.
Or TCB is supplying the discount codes and should pay up instead for their error. Simple solution.
I'll check if sky are still on TCB. They are notorious for not paying up. Bet they've not been removed either.

POPPYOSCAR

TCB do you think it would be possible for you to ask for the companies to train their staff so that they are aware of the cashback schemes?


The lady I spoke to at the AA did not even know what a cashback site was, had never even heard of you, and I am sure she thought I was making it up!!


Would that be so difficult to do?

B_M

@tcb Samantha. Thanks for the feedback, but those (including myself) who used the tcb forum extensively knew to a certain level, that once the forum was taken down for 'maintenance' and didn't come back up with a day, then it didn't look like it would return.
Equally, those who were regular users of the forum, know why the forum was taken down and why it didn't return.
The forum was littered with members, frustrated members who had been let down by tcb, merchants or the affiliate networks. More and more members were contacting the merchants direct, the regulatory bodies and Trading standards and Advertising Standards. Even a few members reporting of issuing small claims against tcb to rightly obtain was was promoted and yet denied.
Tcb refuse to ban or remove known, yes known merchants will long term issues.
Tcb obviously have the right to remove the forum, it's their business. But the reasons given were and are a total joke.

The reports on this forum of having to, or asking for members to complete purchases by phone and not being able to complete online during a single visit needs investigating. Although the members would lose out, tcb could still obtain a referral fee as they could be classed as 'introducers' if the same order reference number is used.
Please tcb, advise what you are planning to do regarding these issues.

TopCashBack_Company_Representative

Hi,

@Roosters72, I can confirm that you will be eligible for both the vouchers and the cashback on your purchase

@nickyboy1975, if you could email me at mse@topcashback.co.uk with some details regarding your claim, I would be happy to take a look into this with our Claims Team for you and see if I can be of assistance with this. I can see, looking into this, that we are now no longer offering any discount codes for this merchant.

I can see what you are saying but this is why we have the option to alter the reviews to view these by most recent. As previously mentioned, this is something that we do review regularly and at this stage, it is not something that we will be changing. When reviews are left these are, the majority of the time, based on a bad experience, but I can confirm that from looking at the statistics for this merchant, the majority of transactions have progressed to payable as expected. If a transaction goes on to decline, then we do not receive the cashback for this to pass on to the member, but this is why we have the claims system in place, so that we can try to get this decision appealed for you.

You can always get in touch with our Customer Care Team with any queries that you may have and we will always answer these to the best of our abilities.

@POPPYOSCAR, I am afraid that we do not work with the merchant direct so it is not something that we are able to discuss with them, but I will be sure to pass your feedback forward regarding this and see if this is something that we can look into.

@B_M, I am sorry to hear that you feel our reasonings are a joke, I can assure you that there are no further reasons, other than that which I have provided, for why we chose to close the forum down.

Best wishes,
Samantha