Topcashback Questions & Answers

B_M

@tcb, can you confirm if you are receiving payments from Npower for the 'npower hometeam boiler care' transactions please? No payment stats available and that's despite showing as over 3200 completed transactions. Some reviews are quite alarming when putting the order in 'newest' setting and not the tcb naughty default setting!
I still have around 7 weeks to wait, but obviously with the lack of stats and alarming reviews, I'm ready and waiting for a fight with this one (another exclusive enhanced rate at the time of £84 for PLUS members). Luckily, it would be classed as a financial product (insurance based).

TopCashBack_Company_Representative

Hi B_M,

It does look like it is taking longer than estimated for the cashback to be received from this merchant, but I can confirm from speaking with a colleague of mine, that this is something that we are actively following up with the merchants network at present and I hope that we can get these progressing a little quicker for all our members soon.

Best wishes,
Samantha

B_M

@tcb Samantha, many thanks. This does have a look like Direct Line issues and perhaps a change of affiliate management?
No stats doesn't look good, especially after supposedly over 3200 transactions. It doesn't give any confidence at all to be honest and looks like yet another 'dodgy' merchant that tcb wouldn't even think of suspending (if it needs suspending).
I'll update as and when the time comes, but will definitely chase up after 12 weeks (2 weeks grace). I can't be late with my direct debit without penalty.
But the reviews of recent transactions do look terrible!

B_M

As I expected, Npower has changed affiliate network and no payments seem to be coming through, hence no payment stats. It's been going on since April at least according to the reviews, so tcb's hoping that we can get these progressing a little quicker for all our members soon looks a bit out!
Hovering over the (i) info on 'payable', the 12 weeks estimate is based on 'historic transactions'. Why and how is it being promoted as 12 weeks estimate now with all the known delays? It clearly must be misleading, knowing the facts.

Proof here:

Update..................Spoke to someone at top cash back this is all they hsve to say: thanks for getting back to us. Unfortunately since the merchant has switched affiliate network we haven't yet had a payment for this yet. We are chasing this and hope it will be resolved soon. If you have any further queries please get back to us.
lewy1710 | 23 Apr 2014

Be careful folks with this one, there is clearly something wrong and the amount of declines from this merchant is also worrying, especially when tcb won't tell you how to resolve issues! I'd give it a big wide berth until all issues are resolved.
I'm actually hoping for a quick decline, rather than a long wait.

carh

I am losing my rag totally with Topcashback now. I have waited over 9 months for a Betfred payout and have just received one excuse after another (this time is is that they use a third party affiliate to deal with this - joke). And since they never made it clear that all the past problems of no cashback showing was caused by Adblock, I now have another 4 Claim complaints going through which they have said are "with the supplier". Actually , NO - it has been recorded on their site that this was a purchase back in April so it is obviously a done deal that cashback is due but it is not even showing up. This is what I have emailed them:

"I contacted Betfred direct today as after 9 months, this is a joke. They were not helpful. It is obvious that you have made excuses of third party connections and the company are not prepared to honour their offer so I am making this a formal complaint and will contact who ever I have to about this. I am tired of chasing , chasing, chasing CONSTANTLY to get what is supposed to be offered by these retailers. Due to the Adblock, that was never made clear before until a post in another website, I have also lost out on 4 other Cashback claims that are now being chased - and they should not have to be chased as this is clearly stated that I have bought the goods and the Visit to the site was recognised. You are nothing but hard work to get this money that should just be automatically paid. To say it takes months is ludicrous- it doesn't take months to buy a product and it should be shown immediately in Pending , if nothing else . At least we know it has been recognised. If your cashback site has been recommended as one of the best, goodness help us with any of the others. I will NOT give this up until my money is paid in full"

I doubt it will do any good as there is no telephone contact to ring them and all we have are these stupid webpage Claim emails. Topcashback, you deserve a Rogues gallery in Watchdog as far as I can see. Do the decent thing and pay out for goodness sake or you will just have an uprising.:mad:

B_M

@carh, I understand your concerns.
Tcb really need a proper complaints avenue via their site to address serious issues and they (tcb) should also advise how and where to expand these complaints when not resolved in a reasonable time.
Obvious avenues like:
Trading Standards
Advertising Standards
Action Fraud (in case you think all thses issues are deliberate and it's a scam)
Contacting the merchants
Contacting regulatory bodies
(the list is not exhaustive)

TopCashBack_Company_Representative

Hi there,

I hope that you enjoyed your weekend.

@carh, as we are wholly based online, we do not have a customer service number which you can call but we will always do all that we can to be of assistance. I am sorry that you were not aware that ad-blockers can have an impact on your cashback, this is mentioned within the tracking section of our help section and I hope that you have seen your tracking improve since this has been disabled.

Unfortunately, cashback is not guaranteed but we will always do our best to ensure that you receive any amounts expected, if this is not received from the merchant though, then we can not pass this on to the member. If you could email me directly at mse@topcashback.co.uk with the details of the transaction that you are referring to, I would be happy to look into this in detail for you and see if I can be of assistance with this.

@B_M, I can confirm that we do have a complaints procedure that we do follow where necessary and members can contact us directly via a support ticket if they feel that this is the avenue that they wish to take.

Best wishes,
Samantha

B_M

@tcb Samantha, thanks again.
I'm well, well of the tcb ticketing system and this is something I've used on dozens and dozens of occasions.
What I mean though is a proper complaints process (form perhaps) and tcb giving the members of other options and avenues of developing the complaint when tcb don't or can't resolve it in a reasonable time. As in proper customer care.
No doubt I'll be using the ticketing system very soon with the NPower issue, so I'll update on how that works and what options tcb give. But I personally wouldn't consider a ticketing system as a complaints process.
Please update on the progress of the issues with NPower and could you provide to the tcb members the length of time the team has been actively working on these known issues please?

TopCashBack_Company_Representative

Hi B_M,

We do have a formal complaints procedure which members can request to follow by going via our support ticketing system, we will always handle these with complete professionalism and aim to resolve any queries.

As for Npower, I can confirm that we have been actively following this up with the merchants network for several months now and will continue to do so until this has been resolved.

Best wishes,
Samantha

B_M

@tcb Samantha, thanks again.
Yes, I know tcb have supposedly been chasing NPower for 'several months' and confirms that the tcb aren't really any good at resolving issues. This is not a lone issue, but one of many that tcb have had over the last two years (or more).
Luckily, I have been given the nod on this one, hence chasing now.
I will chase this up directly and do the work myself at 14 weeks if not paid. If tcb haven't resolved issues within another two months, then it shows how bad they actually are (if there is such a team).
But why on earth are tcb still promoting higher cash back amounts with NPower and still showing 12 weeks average when they aren't actually receiving payments?
It's absolutely disgusting and shows the contempt towards tcb members.
'Fair play policy', 'mission statement'. Please explain.
I already have Mr Massara's email saved and waiting. He will definitely be cc'd in with any complaints. I wonder if he actually condones what's going on?