Topcashback Questions & Answers

BartyBoy

Dear Topcashback/Samantha

I have a couple of queries about my TCB account, could you please give me some advice/update.

Query 1
I bought a car insurance policy with Allianz via your website on 31 May 2014. I am entitled to £40.40 cashback. This £40.40 cashback has been sitting on the 'confirmed' column for some weeks now. And when I clicked on the link on this figure, your website says the estimated payable time is 39 weeks (10 months?), is that correct? If so, why does it take so long to become payable?

Query 2
I booked a hotel room with hotel.info via your website on 31 July 2014. The cashback for this one is £6.40. The visit to the hotel was made over 2 weeks ago, but the cashback is still in the 'pending' column. I just wonder when it will move to the 'confirmed' column.

Many thanks!

TopCashBack_Company_Representative

Hello @ B_M and @ tuggy12,

Please be assured as soon as we have heard back from the sales team we will update you with the response we get.

In the mean time as requested if you could go ahead and lodge this missing cashback claim.

Have a great day.

Many thanks,
Charlie

TopCashBack_Company_Representative

Hi @BartyBoy,

Unfortunately policy type transactions can take a while to become payable, this is due to the validation process that is set by the merchant.

With regards the the hotel stay, the hotel will confirm this after the stay has been complete, however this again can take a few weeks after this date.

Please be assured as soon as these do progress they will be reflected in your account.

Kind Regards,
Charlie

B_M

@tcb Charlie, thank you.
As long as both my transactions are paid within the 9 weeks stated and at the full rate promoted, then that will be fine.
If not, then it looks like a mis selling complaint will be fired off and rightly so.
Form an outsider, looking at the reviews and knowing this has been a long ongoing issue, it wouldn't be surprising if anyone thought it was all a deliberate scam! I personally know these issues happen time and time again and the reviews show how lengthy these issues can take to resolve and that's with a fight!
Looking forward to the response. ;-)

TopCashBack_Company_Representative

Hi B_M,

Our Claims Team will be sure to do what they can to get this tracking as expected for you and hopefully, it will be resolved swiftly for you. As soon as I have heard back from our Sales Team regarding why this has gone on to track at a lower rate, it may be that this will go on to uplift when confirmed, I will be sure to let you know on here

Best wishes,
Samantha

B_M

@tcb Samantha. Thanks and at least tcb have updated the Talk Talk Mobile page and it looks like the offer ends in 2 days.

Because this is a regular ongoing issue (links if wanted as proof), how could tcb explain to others that these regular issues with this merchant aren't deliberate? Is there anything in place to stop this happening yet again?
You would think that info for tied in contract based promotions would be accurate?
So why is this a recurring issue?

Have a great weekend.

TopCashBack_Company_Representative

Hi B_M,

I did have a great weekend thanks and I hope that you did too

Due to administrative procedures, some merchants will not go on to confirm the full amount of cashback straight away and this will uplift after validation which I believe to be the case here, I can see that this is a term within the merchant notes. I am still looking into this with our Sales Team though to confirm that this is the case for the exclusive offer taken, I have not heard back just yet but should hopefully have some further information for you later in the week

All the best,
Samantha

B_M

@tcb Samantha, thanks again and glad to hear of your weekend.

Now regarding 'uplifting'? I do not believe that is the case with the merchant in question and that the £63 promotion just tracked wrong.
Why do I think that you may ask? Simple really. I and others have had transactions track at the correct amount with no 'uplifting' and others have had (in the past) tracking at the wrong amount and which was never ever 'uplifted' (took months and months of complaints to resolve). Other sites also track at the correct rate and no 'uplifting' needed.
The reviews confirm my thoughts also and if the tcb forum was available, I could have pointed out a few posts.
Obviously disappointed that you haven't heard back from your colleagues yet, but maybe they had an even better weekend than yourself and haven't fully recovered yet. No doubt they will be on the ball 'swiftly', well 'hopefully' anyway.
Just a watch and wait time I think and cross fingers that all will end well. Luckily, this is a 'faster paying merchant', so not too long to wait.
I'll update as and when.
nb. the £3.75 sim offer is no longer available (taken off days ago), but is still on the tcb listing! But at least the rate has changed today. No longer 'exclusive', but nice to see still 'faster paying'.

warmy

Hi I switched energy suppliers to sse in March the cash back tracked it would be payable in 21 weeks .The 21 weeks have now passed but the cash back has not gone payable can you help?

TopCashBack_Company_Representative

Hi there,

@B_M, Some transactions may go on to uplift at a later date but we are sure to add this information to the merchants page when this is the case. In regards to the exclusive offer that you purchased, I can confirm that I have now heard back and it does appear that these have not been tracking at the correct amount, but do not worry as we are looking into getting these rectified for our members as soon as possible

@warmy, sometimes it can take longer for the cashback to come through then estimated as we are only able to base our estimates on the previous payout speed of the merchant, but if you could email me at mse@topcashback.co.uk, I would be happy to look into this in more detail for you.

Many thanks,
Samantha