Topcashback Questions & Answers

B_M

@tcb Matt. Thanks, but what I don't want to hear, which was the norm at least, is to wait until a transaction is 4 weeks late and then be told to allow yet another 4 weeks. Then after I haven't been paid after that further 4 week wait, I have to contact the merchant and issue a complaint anyway. No, both merchants have 2 more weeks to pay before a complaint is raised, or in SKY's case, a request to hold Direct Debit payments (allowing me to be late like them). Fairness must be a two way thing? Surely?
The insurance hasn't yet even been confirmed, but that's not an issue as some merchants go straight to paid (like Aviva).
Luckily, both merchants are regulated and will have 8 weeks to resolve or dismiss a complaint. But, at least a complaint starts the ball rolling.
If merchants stopped abusing affiliate marketing, then there would be no need to complain.
Hoping to see both payments going to payable within 2 weeks.

Terry98

TopCashBack_Company_Representative wrote: »

@Terry98 We will be more than happy to take a look into whether this could have happened for you. If you could kindly send me an email to mse@topcashback.co.uk with details of when your transaction was made and also your email address, I can get this looked into for you.

Matt

Thanks Matt. I have just sent you details.

TopCashBack_Company_Representative

Hi @B_M and @Terry98. Thank you both for getting back in touch.

@B_M - When merchants such as Sky feature on a cashback site, they operate through an affiliate network, who invoices the merchant for their transactions. Once they are paid, we are then awarded this. The vast majority of cashback is paid within agreed reasonable times but if a merchant has not paid then as I am sure you will understand, we are simply not able to pass the cashback over to our members. I really do hope that you cashback progresses to payable within the next 2-4 weeks, but if this time frame does pass and your cashback has not progressed please do let us know and we will be happy to look into this further for you.

@Terry98 - We have since received your email and we will now be able to look into this later today for you.

I hope that this helps you both, and I hope that you enjoy the rest of your day.

Best wishes,

Sarah

B_M

@tcb Sarah. Thanks. I'll raise a ticket for both delayed transactions on the 18th May, assuming payments haven't come through. All I'll want is confirmation that tcb haven't received the cash back. I'll take it from there, if not paid.
No blame aimed at tcb, unless they haven't been chasing up known issues.

ptecn

I forget my security question ask topcashback still waiting any idea what do I do,

TopCashBack_Company_Representative

Hi @B_M and @ptecn,

I hope you are both doing well.

@B_M - Many thanks for allowing this time to pass. I can assure however, that if your transaction has not been made payable it does mean that we have not received the payment for your transaction. However, if you do submit a support ticket our Customer Care Team will do their utmost to take a look into this further.

@ptecn - Can you kindly send me an email to mse@topcashback.co.uk? If you include the email address you used to sign up to TopCashBack I can take a look into this further for you.

Many thanks,

Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - Many thanks for allowing this time to pass. I can assure however, that if your transaction has not been made payable it does mean that we have not received the payment for your transaction. However, if you do submit a support ticket our Customer Care Team will do their utmost to take a look into this further.

Thanks Matt and yes, I am aware that I can't be paid if tcb haven't been paid. The support ticket is just to confirm that tcb haven't been paid and then I'll raise my complaint direct. It's a shame there isn't a SKY rep on this site (I did a search), but I'll invite SKY to post here and answer the delays and ask if they think it's reasonable to be told to wait 4 - 6 weeks. When (if needed) I ask SKY to allow myself to delay Direct Debit payments for 4 - 6 weeks, what do you think their response would be? Exactly, but this is what I'm being asked! If not allowed (as expected), the complaint will start then. If they are customer focused, then they'll take ownership of a complaint and rapidly resolve. But, they could just as easily pass the buck. They may not even be aware of SKY promotions via tcb being advised as 13 weeks average times for payment. Who knows?
I will also ask, as a resolution, for the amount due (from tcb) to be credited to the SKY account and for them to decline the tcb cash back. But again, they are more than likely to refuse that.
The insurance delay - that has been paid in full (no d/d), so straight to a complaint for that one (if not paid). According to tcb stats, they haven't made a payment since February (it's now May) and that's for November purchases. Dodgy merchant?
Regards.

Well then, would you believe it, but SKY has just gone to payable! No need to ask for Direct Debit 'holidays'.
Just the insurance to resolve. ;-)
Thanks, to whoever resolved this, buy them a drink.

sipart

Hi quick query on SKY cashback via TCB.

I ordered SKY fibre broadband via TCB (existing customer page) - then I got a couple of mails from SKY to contact them as the order was not going through (they never explained why).

Contacted them and said it wasn't a problem with me or the TCB just a system issue. I got them to confirm, assure me and note on the order that the order was done through TCB (as I got nervous about the claim as TCB has to be done wholly online).

But now in TCB I see it as:

Sky Digital TV & Broadband - New Customers £116.60

I am being too picky or is it possible it wont pay out as I am a current customer (about 3 yrs, with line rental, ADSL and TV)?

Cheers

TopCashBack_Company_Representative

Hello,

@B_M, that is great to hear regarding Sky and I am glad that this has come through for you now. I know that it can be frustrating when we ask for the extra 4-6 weeks to pass, but on most occasions, we do see the funds received in this time. Hopefully your insurance transaction comes through for you soon too!

@sipart, please do not worry that this is tracking as a new member transaction rather than existing, this can happen from time to time but this should not impact your transaction progressing as expected. If you should experience any problems though, you can always send in a support ticket and our Customer Care Team would be happy to help.

Have a great weekend!

Best wishes,
Samantha

B_M

@tcb Samantha. Thanks, yes it is frustrating, but equally in the name of fairness, SKY could have had little argument in allowing it's customers to request a late payment. Not the norm, I'll agree, but fair. Again, it would not be amiss to have a SKY rep on here adressing such issues. Vodafone (Lee) do have such a rep and can easily resolve issues and in a polite, professional manner. Anyway, SKY is resolved.
Now, the insurance. I've read some nervy reviews around the forums re that one. Personally, I'd rather have a decline than a wait to be honest. Once I receive a decline from a financial merchant, I take that very seriously and consider that I've been both mislead and mis-sold. Still showing as tracked, as it was in January and they will have a complaint issued against them a week come Tuesday (19th May) if not paid.
I must be just so unlucky purchasing from the very few merchants who seem to like abusing affiliate marketing! I seem to find most of them!
I won't name them just yet, they may well start paying within the next fortnight.
Have a great weekend, the weather looks kind.