Topcashback Questions & Answers

*Rainbow*Warrior*

lulu_92 wrote: »

How long is acceptable to wait for cashback? been waiting three months for £20 cashback from Green Flag.

robmar0se wrote: »

Seems that 5 months isn't unusual if you look at the reviews on TCB for Green Flag.

TCB says that 98.7% are statisfied with Green Flag/TCB, however the way that TCB calculates this distorts reality - they assume that if you don't complain then punters must be happy.

Unfortunately TCB have changed things about payment schedules - previously you could see this before you bought, now however you only see the payout time frames after you have bought.

I have one that has been waiting for over a year!!! :eek: Plus a couple of others at 11 months. Really impressive system!

I am in the middle of a complaint with them at the moment over a declined transaction - they have compared themselves to Compare the Market in that they are just a middle man. Fair enough, but I've NEVER had a problem with Compare the Market - every time I've made a purchase through them I've been sent the cuddly toy as promised. So if Compare the Market's systems are able to record a transaction correctly, how come TCB can't? I'm fuming over this :mad:

carh

*Rainbow*Warrior* wrote: »

I have one that has been waiting for over a year!!! :eek: Plus a couple of others at 11 months. Really impressive system!

I am in the middle of a complaint with them at the moment over a declined transaction - they have compared themselves to Compare the Market in that they are just a middle man. Fair enough, but I've NEVER had a problem with Compare the Market - every time I've made a purchase through them I've been sent the cuddly toy as promised. So if Compare the Market's systems are able to record a transaction correctly, how come TCB can't? I'm fuming over this :mad:

Agree, I have been waiting quite a few months now for several payouts. Years ago, they were there within 3 mths tops, not any more. I have asked TCB to investigate for me as it is getting silly now

Browntoa

no more posts about topcashbacks forum closure please , they've answered , you may not like the answer but it's just going round in circles now

Bri1

Browntoa wrote: »

no more posts about topcashbacks forum closure please , they've answered , you may not like the answer but it's just going round in circles now

Doesn't make it right, poor customer service should not be condoned, especially on here!

TopCashBack_Company_Representative

Hi there,

@*Rainbow*Warrior*, although like Compare the Market, we are the middle man, the difference is that whilst they are the ones that provide you with the meerkat toy, we do not provide the cashback, this is passed to us from the merchant, via their affiliate network, for us to then pass on to you. We are looking into this further for you and will be in touch as soon as we have some further information.

@carh, we will do all that we can to get any queries resolved as quickly as possible, but I do apologise if these have taken longer than expected so far.

@Bri1, I am sorry that you feel the customer service received on this has been poor, I am afraid that I am not able to say anything different on this as the reason that I have previously provided, is the only reason that we decided to close the forum.

Best wishes,
Samantha

B_M

Ultimately, the tcb forum was owned by tcb and it's their final choice on whether to close the forum. But, it was the way in which it was done that caused bad feeling. Those members that frequently used the forum, knew the 'maintenance' issue was totally garbage and after the 'maintenance' went on for more than a few days, we knew very well that the forum wasn't coming back up (and it didn't). Basically, the tcb members were taken as schmucks, but that's been going on for ages now!
I'm annoyed and frustrated that tcb continuously allow members to gamble with their own cash, despite knowing of long term issues with merchants who are not paying. Surely tcb should be taking on these risks if wanted and not the members.
In approximately 6 weeks time, if NPower haven't paid out, I'll personally contact their CEO and ask for someone from NPower to reply on this thread and answer why they haven't been paying tcb despite all the alleged efforts tcb have been making over several months. Give them the opportunity to answer to why they are treating their own customers in this way for so long. I'll also explore other routes, including the regulatory bodies.
But, I'll also be doing the same with all issues with tcb and especially the higher promoted 'exclusive' offers that seem to attract delays. Each company will be invited to reply right here and explain their reasons for the issues.
It may not even be an issue with the merchants, but they need to know the ill feeling and possible damage caused by negative press. I know Lee (from Vodafone) addresses issues on MSE and also corresponded on the now vanished tcb forum. High time some of the other merchants followed suit.

To finish off with a tcb positive, I've tried a few 'tests' of late (1 against Quidco) with purchases from the same merchants and tcb have beaten Quidco on that one (I am a plus member with tcb though and free with Quidco). I'm also testing against imutual and both should be paid soon (I have an actual date from imutual. Not guaranteed, but normally on the mark).
Noting major, just a few small test purchases. ;-)

star2000

I want to post here about the appalling and ridiculous customer service I have experienced with Topcashback.

In July 2014 I purchased cat insurance at Argos via Topcashback. The cashback advertised was for £40. The purchase tracked OK and I was then paid. The only problem was that the cashback was paid at £35 instead of the advertised £40. I thought this would be easy to rectify. The purchase was clearly attributed to Topcashback as it tracked/paid OK and there was evidence that the rate of cashback at the time was £40. However after months of wrangling the additional £5 I am owed has now been declined (for the second time) with no reason other than the merchant has declined it. At one point Topcashback said it was being declined as it had not been attributed to themselves, which was clearly ridiculous as at this point the purchase had already been paid just at the wrong amount. It is like their customer service staff have no common sense at all!

I have now sent them a final email saying that I will not use them again. Their customer service is in stark contrast to Quidco who have been excellent with the last few claims I have submitted to them and who have paid me immediately stating that they have paid me out of their own pockets as they did not want me to wait for the cashback I was owed and they would then resolve it with the merchant themselves to recoup the money. That is Topcashback's competition and they are seriously falling behind.

I was a Topcashback customer for years and they used to have the best customer service but this has now deteriorated so much they are not worth using any more when the other cashback sites are so much better and generally they offer similar deals/rates. It is a sad situation as I doubt I am the only person experiencing this and taking my custom elsewhere!

B_M

@star2000, as yours is an insurance based purchase, simply register a complaint direct with Argos and advise you will take your issue to the Financial Ombudsman Service (FOS) if not fully resolved via their agent (tcb).
It's well worth you messing them about after all the hassle you have had and a total disgrace for £5! They have 8 weeks (sadly) to reach a resolution. But at least it will cost them in money and time and £550 if the FOS need to investigate!
I always take screenshots of everything when purchasing via tcb.
https://www.argos-pet-insurance.com/contactdetails
Argos use affiliate marketing to sell their products and it would appear that the agent hasn't passed on what was offered. It looks like you have been mis sold a financial product.
Please post back when you have been paid, as you will once a complaint has been lodged.

TopCashBack_Company_Representative

Hi, I hope that you are looking forward to the weekend!

@star2000, I am sorry to hear that you feel you have received poor customer service with this, I would be happy to take a look into this for you and see if I can find out anything further in regards to the extra £5. Could you email me at mse@topcashback.co.uk so that I am able to do this?

I look forward to hearing from you.

Many thanks,
Samantha

sumitb

Is anybody else facing or have they faced TopCashback login problems? I have now not been able to login since last several weeks and I have tried contacting them around 3 times using their website - but all I get is a standard reply saying saying - somebody would look into it and get back in 7-10 days which obviously hasn't happened. I can't login and I can't reset the password because their system doesn't identify my email any more. Wonder if this is all just a scam? I had lot of cashback accumulated/waiting to be paid out - so seems too convenient that login suddenly gets disabled and nobody is doing anything about it?
<rant finish> but a little bit of googling around shows lots of people have had similar problems for years and in some cases - they have deleted people's account !