Topcashback Questions & Answers

ksprig

No browntoa, it had been a matter of a few weeks since I had logged in. As per my post, it still hasn't been 6 months since I withdrew cash and in order to do that I had to log in. My account has been removed, luckily though, I have statements and a full record of all transactions.

TopCashBack_Company_Representative

Hi @ksprig,

I can confirm that I have received your email and I will be able to respond to you regarding this shortly.

Many thanks,
Samantha

Juzza12

Just had Sky existing customer cashback declined, it was for a free 2 month trial of Sky Go Extra. It did track and was pending, have no idea why this has declined.

phil_solo

I am glad to have found this thread as a public outlet for my dissatisfaction. Since TCB closed their own forums in the face of a flood of complaints about untracked/unpaid cashback it has seemed like there has been no way to get TCB to take any serious action on outstanding claims. Publicly shaming them for their lackadaisical and inefficient customer service is my last hope.

I have three outstanding transactions with Hotels.Com which did not initially track, despite my using a clean browser session, flushing cache and cookies, and the transactions being completed using different computers, none of the three purchases tracked. Claims were logged immediately for bookings that were to take place in April 2014 and August 2014 which, owing to the particular rules of 'accomodation' cashback, then did not get submitted to the merchants affiliate network, (which I believe to be Tradedoubler.com) and Hotels.com until after the stays had been completed.

Since then (August 2014) absolutely nothing!! Despite repeated Nudges and messages the only response has been that the claim is 'submitted for query' (with Tradedoubler), until a week ago when, following my posting a message asking TCB what they were in fact doing to process my claims, I received a response stating that two of the outstanding claims were waiting to be re-submitted, with no information as to when this would happen, and what amounted to a request for me not to send a message asking when as doing so might jeopardise that re-submission!

For the third claim the response was a message saying the claim had been submitted to the merchant network on 30/10/2014, some 2 months after my stay had been completed, and 3 months after a previous message stating that Topcashback had submitted the claim to the merchant network on 13/08/2014 - this now looks to have been a deceptive falsehood!

Given the extended amount of time during which TCB appear to have done very little if anything to follow up the claim, and the apparently contradictory and deceiving messages about when they actually submitted the claim(s) to Tradedoubler/Hotels.com, I would like to ask their representative on here to think very hard about what Topcashback should now do, both morally and ethically as well as contractually, to rectify the situation.

TopCashBack_Company_Representative

Hi there,

I hope that you all enjoyed Black Friday and got some great bargains!

@Juzza12, I am sorry to hear that this went on to be declined, have you lodged a claim for this at all via the Customer Care section of your account? Our Claims Team would be happy look into getting this decision overturned for you.

@phil solo, I am sorry for the time that it is taking for these to be resolved, I am not able to provide any insight without taking a look at your claims, but if you could email me directly at mse@topcashback.co.uk, I would be more than happy to take a look into these individually for you with a member of our Claims Team.

Many thanks,
Samantha

brendang_2

ive been waiting over 5 months now for cashback from Tesco groceries ,my claim was submitted for missing cashback in june but no response,previous to this I had a claim for cashback of over £8 denied for a spend of over £105 with adidas the reason given at the time for this cashback being declined was that TCB no longer work with this merchant,however they do to this day still have adidas on their site,strange

Juzza12

Thanks, I've logged a support ticket.

Strange how so many people had their cashback declined for this offer both through TCB and Quidco, in fact I've not seen anyone that got their cashback successfully.

Looks like there was no intention of paying anyone for this.

TopCashBack_Company_Representative

Hi all,

@brendang, if you could email me directly at mse@topcashback.co.uk, I can take a look into your claim for you with our Claims Team and see why this is not yet resolved for you. In regards to your Adidas claim, although we still have them as a merchant on site, the reason that your claim has likely been declined with this reason is because the cashback program has changed and they now work via a different network. In these instances it is very difficult for us to get any expected cashback to you and I do apologise that we have not been able to provide a more positive response.

@Juzza12, thanks for that and I hope that we can get this decision successfully overturned for you!

Best wishes,
Samantha

justlooking2012

B_M wrote: »

@tcb Samantha, thank you for intervening with this issue and bringing it to completion, something your colleague couldn't do. A response on here yesterday simply stating you would get back after looking into the issue would have been suffice and better than nothing.
But I'd like to add that if you think changing the payment timescales from an initial 12 weeks to a whopping 43 weeks is acceptable, then there is something clearly wrong with your company. It's misleading at the very least and I believe trading unfairly, very unfairly. To myself, it's a sign of a very devious company!
Resolved, so many thanks for that. Good luck with this merchant you feel comfortable with promoting.

Hi BM, I see tcb are still pretty much the same shambles that they were. I have not used them at all since I last posted in this thread and not having to chase up all manner of things is bliss. I may lose a few quid but the time to money saved/hassle ratio is simply not worth it for me.
Regards

B_M

justlooking2012 wrote: »

Hi BM, I see tcb are still pretty much the same shambles that they were.

Well, they are still using tactics which are not member friendly! That's for sure.
I virtually use tcb for financial and contract based transactions now to be honest as this is where I'm comfortable at. I'll resolve any issues myself via the merchants and / or the regulatory bodies.
Last night I used tcb for my motor insurance (new merchant) and showing as 12 weeks average for payment. I'm not too sure where they get that from as there are no stats. Screenshots taken and if this moves dramatically, I'll be making another fuss.
But to be fair and to balance things up, I took out two 'trials' with tcb against Quidco and Imutual and tcb won both easily. They paid faster on both Groupon and Ukash, and by quite a way.
Until tcb become fairer with the stats, the reviews and the customer satisfaction ratings, they will always be considered a 'dodgy' company who will do anything to 'dupe' members.
Play to win and you will win.

@tcb, regarding Adidas? Surely the tcb 'fair play policy' (at least) would cover this? Wouldn't it?