Topcashback Questions & Answers

devil_tez

I no longer use TopCashBack, I've never had any money from them and I'm still waiting on a claim from October and they just keep delaying it and making stupid excuses. They don't reply to you and they are nothing but con artists. I use solely Quidco now as they actually pay out and resolve issues fairly quickly.

TopCashBack_Company_Representative

Hi,

@robmar0se, I can assure you that this is not an error, we have just updated the page and once on the claims page, just to the right hand side you will see the option to view both your open and your closed claims, I do apologise for any confusion caused though.

I can assure you that we are not trying to make it harder for members to contact us, but we do ask that they do go via our help section so that we can aim to answer any questions quicker, we are more than happy to assist our members and we will always answer your questions to the best of our abilities.

@FinancialController, we do not keep any cashback, as soon as this is received, this is passed forward to our members but if a transaction or a claim goes on to be declined, then the cashback for this is not received, but we will always do what we can to contest this where possible. I am sorry to hear that you have experienced a few declined claims, if you could get in touch on a support ticket though, we would be happy to take a look into each of these and explain further why this has been the case.

@devil_tez , we do respond to all enquiries sent in but with claims, we may not be able to provide regular updates as we are reliant on any information being received from the merchant, via their network. Once submitted, it can take around 12 weeks at an estimate for a resolution to be received but as soon as we hear anything in regards to your claim, we will always let you know of this via your claim thread. You can always contact us on a support ticket in the meantime if you have any questions at all.

Best wishes,
Samantha

robmar0se

TopCashBack_Company_Representative wrote: »

Hi,

@robmar0se, I can assure you that this is not an error, we have just updated the page and once on the claims page, just to the right hand side you will see the option to view both your open and your closed claims, I do apologise for any confusion caused though.

I can assure you that we are not trying to make it harder for members to contact us, but we do ask that they do go via our help section so that we can aim to answer any questions quicker, we are more than happy to assist our members and we will always answer your questions to the best of our abilities.

Samantha

Thank you for yr reply. I have seen on yr website and see what you mean, but it is hardly helpful. (i) As far as I can see TCB omits the original enquiry/claim so as in this example can't see what the original claim was (ii) I know that in this case the cash back originally recorded (and paid) was a shortfall as Dabs doubled its cash back for a period, but only half was recorded/paid, I tried to find the original transaction but couldn't find that. I guess you will be able to tell me where to find it, but bottom line the site is becoming very disjointed where there is no simple way to track a transaction fully in one place.

Bottom line I am finding TCB's communications difficult it has become too convoluted, and the impression I get is that TCB are trying to make it harder, not easier, to get answers. This is why we have to resort to MSE for answers.

Maybe to make it less public, you should consider putting back the TCB forums? But an overhaul of yr website would be better.

samizdat

TopCashBack_Company_Representative wrote: »

@samizdat, this could be down to your browser or cookies, so I would suggest using a different browser for your next purchase and also, be sure to clear your cookies just before you click through to TopCashback. If you do not see your tracking improve after this, please do not hesitate to get in touch with us via a support ticket, we would be happy to look into this further for you.

I always clear my browser cache and all cookies, as well as disabling my ad-blocker. I have tried using a "vanilla" installation of Internet Explorer, which I do not use for anything else, as well as my normal browser, Firefox.

Too many transactions have gone missing for this to be always a problem at my end, especially as many others are reporting similar difficulties.

Anyway, I don't care any more. I have had enough. Goodbye.

niniesgirl

Hi.
Im new to Topcashback, iv had a few smaller amounts back (Amounting to less than £4 in total) I was wondering what the payout time for Sky was? Although it says 13 weeks, its been a little longer than this. All other merchants I have used have all said 12 weeks but have arrived in a much shorter time frame.
Many thanks

TopCashBack_Company_Representative

Hi there,

@robmar0se, I can assure you that we do not omit claims or enquiries and will always do all that we can to ensure that you receive the cashback expected, if you do find that you are unable to locate a transaction at all, or a claim as in this instance, we are happy for you to get in touch and we can point you in the right direction. You can also email me mse@topcashback.co.uk with your TopCashback email and transaction details, I can then take a look into your transaction specifically for you.

We appreciate your feedback here and do take this on board, but we are not by any means trying making it harder to get answers and as mentioned, this is what our help section is there for. If we are not able to answer your question this way, then you will be directed to the support ticketing system to contact us directly.

@samizdat, the tracking of a transaction is done through the networks rather than ourselves and I am sorry to see that even after taking these measures, you are finding that many of your transactions are not tracking for you. Without seeing the computer itself, it is hard for us to further advise on why this could be occurring, but we do not wish to lose you as a member and if we can do anything to be of assistance at all, please do not hesitate to get back in touch.

@niniesgirl, welcome to TopCashback !! The 13 week estimate for Sky transactions is just an estimate based on the merchants previous payout speeds, because of this, it can on occasion take longer for the cashback to come through so we do ask that you kindly allow around a further 4-6 weeks for this to progress. If you would like me to take a look into your transaction for you though, please feel free to email me at mse@topcashback.co.uk with your transaction date

Best wishes,
Samantha

Photometer

Hi John,

I am using the TopCashBack about an year. Two weeks ago, I try to login but I was unable to do it. I have chosen to reset my password using the Forgotten password link but it is not working either. I am stuck and posted an email to the customer support team more than 2 weeks ago and received response from them (signed by Sally) on 12th Feb that they are looking into it and asked me allow 7 - 10 day. In couple of days it will be 10 days and still today I have received no response.

Can you advice a way forward?

michaels

Recently chased some quidco cashback from October that hadn't tracked properly, their response:

I'm very sorry to hear that you have experienced a delay in receiving your cashback. Do be assured that we're always on the case for you when your cashback is delayed, but regrettably it can sometimes take longer than we'd like to obtain your cashback for you. However, we wouldn't like to see you wait any longer than you already have for this payment, so on this occasion I'm more than happy to arrange for the payment to be made to you from Quidco. We'll then continue to chase the retailer up on your behalf, and recoup the funds at a later date. I'm therefore pleased to tell you that your transaction will update to 'confirmed' status within the next hour or so.

Also been regularly chasing some missing topcashback from Feb (!)last year, when they bother to reply I just get the following template response:

This message is just to keep you updated in terms of where we are in regards to your Missing Cashback Claim, I can confirm that we are continuing to chase this via a direct contact at the merchants network for a further review. So therefore, can I please ask if you could continue to bear with us a little while longer whilst we wait for a conclusive response from them.

As soon as we have any further updates/information we will be in touch with you via this conversation thread. Please be assured that we are doing our utmost best to get a conclusive response from them.

I used to be a brand ambassador for TCB. Not surprisingly with £160 outstanding at TCB from Feb/.June last year I have switched back to quidco which is tracking and paying regularly.

nanto3girls

Been trying to cash out for 2 days,but nothing seems to be working properly,or I am doing something wrong.

bestofdevon

On 21st July 2014 I purchased business insurance with Axa via topcashback and this has been "confirmed" for months. Average payout was supposed to be 16 weeks but this increased to 20 weeks. It is now more than 7 months - 29 weeks - and still sitting as confirmed not paid.
I queried in December but the same as others - I received a bland may take longer and the system won't allow me to query again.
Why give don't topcashback give specific details for your specific claim why the bland reply?
Surly its misrepresentation when you are persuaded to purchase something by them offering a cashback and then not paying that cashback?