Topcashback Questions & Answers

phil_solo

Given TCB's seeming propensity to muck around and avoid dealing with problems I am exceedingly concerned to find that I can no longer view my outstanding claims! When I go to Customer Care and click on the View Claims link I get sent to the Submit New Claim pages.

The FAQ says:-

Where do I view my Missing Cashback Claim?

• You can view your Missing Cashback Claim taking the following steps: Accout > Customer Care > Navigation (top right) Open Claims

however there is no link marked NAVIGATION in the top right of the page. There are only buttons for Account and Log Out and no way to see the progress of my existing claims (with Hotels.Com) . As these have been open for several months, and in one case almost a year, I am very perturbed at this development as I cannot currently unable to monitor TCB's progress (or lack thereof) in pursuing my claims.

What is going on?

carh

phil_solo wrote: »

Given TCB's seeming propensity to muck around and avoid dealing with problems I am exceedingly concerned to find that I can no longer view my outstanding claims! When I go to Customer Care and click on the View Claims link I get sent to the Submit New Claim pages.

The FAQ says:-



however there is no link marked NAVIGATION in the top right of the page. There are only buttons for Account and Log Out and no way to see the progress of my existing claims (with Hotels.Com) . As these have been open for several months, and in one case almost a year, I am very perturbed at this development as I cannot currently unable to monitor TCB's progress (or lack thereof) in pursuing my claims.

What is going on?

Think this may have to start going down the Watchdog route to be investigated. Too many complaints about these issues now. If everyone writes into Watchdog, the volume of complaints should kick something into action

phil_solo

B_M wrote: »

@tcb, is there an issue with the review settings?
I'm looking at AXA landlord and it won't allow me to filter to 'newest' and keeps defaulting to 'highest', but that is from way back in 2013! Newer reviews make interesting reading. This should be coming to fruition soon (within 4 weeks) for myself and 21 weeks is well long enough anyway, especially when the FOS advise incentives for taking out financial products should be paid in a more reasonable time of 3 - 4 months maximum.
Please advise of the review issues (defaulting) and can you confirm if there are any further delays with AXA? Or are payments imminent?
TIA

That reviews for all merchants default to "Highest" rather than "Most Recent" in my opinion somewhat disproves TCBSamantha's oft-stated "TCB do not deceive" claim as it is quite apparent that making recent or poor feedback less obvious to unsuspecting customers is a deliberate strategy to hide the endemic poor tracking/cashback and customer service performance of TCB and its merchant clients.

That TCB repeatedly refuse to change this policy to something which is altogether more fair and honest speaks volumes as to the integritry of the company, its principals and by extension all who work there.

It seems entirely nonsensical as a business proposition - if you behave in a manner common to scammers, cheats and sneaks then that you will forever be viewed by your customers as somehow 'dodgy' and untrustworthy and at a certain tipping point those customers will desert you and you will fail.

That you cannot now re-sort the reviews into date order manually reinforces the suspicion that TCB are routinely engaging in deliberately deceptive (bordering on fraudulent) business practices.

TopCashBack_Company_Representative

Hello,

I hope that everyone has enjoyed the weekend!

@burgetka, Ad-block can prevent a transaction from tracking as expected but as long as we are identified as the last referrer to your transaction, then you should go on to receive a positive resolution to your claim.

@Chelmsford, I am sorry to hear this, it is taking a few days for us to be able to respond to queries but if you could contact me directly at mse@topcashback.co.uk, I would be happy to take a look into this for you.

@B_M, I do apologise for this error, we are currently experiencing a slight issue where the reviews are not allowing the member to alter how these are viewed, this is something that our Tech Team are working on though and I hope to see that this is resolved soon! In regards to AXA, I would expect to see this come through within the estimated time, but do let me know if this is not the case and I can take a further look into this for you.

@phil solo, apologies for any confusion caused by the wording, once you have selected Account then Customer Care, if you then choose to 'view or lodge a claim', just to the top right of the claim form, you will see the option to select 'open claims'.

As for the reviews, as mentioned above, I do apologise for the current error that we are experiencing but we hope to have this resolved for our members soon, however, we are not looking to change the sort order of these as generally, members can alter these to view the reviews how they would prefer. I am sorry to hear that because of this, you feel we are dodgy, but this is not the case at all and I can confirm that the majority of our members are happy with the service that they receive.

@carh, I am sorry that you feel you would like to follow this path, I am always happy to assist with any questions regarding your transactions and claims.

Best wishes,
Samantha

Bananababe

Whats with Topcashback these days ? Hubby waited 9 months for cashback on Swinton car insurance. Its just went to £0 and disappeared. been sending nudges for last couple of months and this is the result.

Not happy in the slightest which is a shame as very happy with Swinton as a company.

He also upgraded the Sky broadband and that tracked and then changed. Supposed to be special offer.

Sick of chasing any large purchases and it taking months and months. :mad:

phil_solo

TopCashBack_Company_Representative wrote: »

Hello,
@phil solo, apologies for any confusion caused by the wording, once you have selected Account then Customer Care, if you then choose to 'view or lodge a claim', just to the top right of the claim form, you will see the option to select 'open claims'.

It would probably be a very good idea if your instructions actually said that then. That nobody at TCB appears to have proof-read and checked this before making changes smacks of incompetence and a lackadaisical attitude toward the accuracy of Help provided on your site.

As for the reviews, as mentioned above, I do apologise for the current error that we are experiencing but we hope to have this resolved for our members soon, however, we are not looking to change the sort order of these as generally, members can alter these to view the reviews how they would prefer. I am sorry to hear that because of this, you feel we are dodgy, but this is not the case at all and I can confirm that the majority of our members are happy with the service that they receive.

As always, you remain unprepared to state why you as a company are so opposed to changing the default sort order and repeatedly refuse to display most recent (and therefore most most relevant) reviews first, and we must therefore draw our own conclusions from TCBs unwillingness to do this, namely that tracking performance has been so bad across the board that to draw attention to it would throw into sharp relief the extent of the problems you are having with your technology and your partner networks in providing the customer offer you are advertising.

trickyred27

I have been preparing for a trip abroad and been booking 2 months worth of hotel stay through TCB using booking.com and Expedia. However, whilst checking why a number of visits and bookings hadn't been registered I also noticed that a large proportion of the Expedia bookings have all of a sudden been declined. Why would this be...I haven't even had my trip yet?!
Thanks in advance.

B_M

@tcb Samantha - thanks for your reply.
Nice to see your confidence and we'll see in around 4 weeks time. I'll leave a review then, good or bad. Hopefully a honest good one and I'm hoping I don't have to give a bad review 5* just to get it to the top! Having a review at the top from 2013 in 2015 is a bit silly isn't it? But, that shows there hasn't been any genuine good reviews since then, which could be considered alarming!
Fingers crossed for the next 4 weeks and hoping I don't have to issue a complaint to AXA, but 2015 reviews, if they are honest, raise concerns.
Thanks again.

TopCashBack_Company_Representative

Hi there,

@Bananababe, I am sorry to hear that you have experienced a few issues with some large purchases made, although the claims process can take time to progress due to the channels that we have to follow, I can assure you that our Claims Team will do all they can to get these tracking as expected for you and I hope that you receive positive resolutions soon.

@phil solo, thanks for your feedback here and I will be sure to pass this forward. In regards to reviews, we do offer members the option to view these how they would prefer and I can confirm that we do check the tracking statistics for each merchant on a regular basis, any issues that may arise are always dealt with promptly and efficiently. Often as is the case with reviews, many people are more likely to review a merchant if they have not had a satisfactory experience, rather than if they have, but you can view the statistics for each merchant if you are ever unsure of their reliability via the tracking statistics option on the merchants page, this will be about half way down the page itself and on the right hand side.

@trickyred27, I am sorry to hear that some of these have gone on to decline, I am not sure why this would be the case and we are not always provided with a reason either, but if you could lodge a claim for each declined transaction via the Customer Care section of your account, we would be more than happy to look into getting these overturned for you.

@B_M, No worries and I hope to see the cashback come through for you in the expected time, any members that have had a good experience with this merchant may not necessarily then go on to review because of this, but I can see from our statistics that the majority of transactions with this merchant have progressed as expected. Fingers crossed here too and do let me know if I can be of assistance in the meantime.

Best wishes,
Samantha

Tiggy_Wiggy

TopCashBack_Company_Representative wrote: »

Hi Tiggy Wiggy,

I would be happy to go through this in a little more detail for you. We do not work with the merchant directly, but through their affiliate marketing network, what this means is that when the cashback is produced, this is passed through the network before it is passed on to us, to then apply to your account. In the rare instances where a transaction does not progress within the estimated time, then the affiliate network will be the ones to look into this further with the merchant and aim to get any outstanding cashback to the member.

I hope that this is of help but you can always get back in touch if you have any further questions at all.

Best wishes,
Samantha

So can you please tell me if now that it has been a year since I purchased this insurance, whether you consider this to be outside of the estimated time to ask the affiliate network to investigate?