Topcashback Questions & Answers

B_M

@Yorkshire Pud, I'm surprised the call centre complaint line refused to accept your complaint.
Ask them to confirm in writing that they refuse to investigate your complaint and then straight to the FOS. You could also contact the FOS anyway for guidance on this refusal.
I've had a similar sort of issue a few years back, when they said, 'Not us Guv'. But, I replied, 'It is you Guv' and then explained their affiliate marketing and how they use affiliate networks to manage this for them and the use of affiliates to promote their products. Above the call centre staffs head, but my complaint was registered and of course settled.
To date, I've had all cashback paid from all due financial purchases (one pending on TCB and two pending elsewhere). I've had to chase up direct many, many times and I've had to hand my claim over to the FOS a few times, but I've always been paid (along with compensation). Most of my claims have been via purchases from TCB promotions, but I do use them the most (for financial products) to be honest. Their promotions and especially their marketing material is advantageous to say the least (full of flaws).

B_M

I have multiple transactions with financial purchases coming, or should be coming to fruition soon via TCB. I will challenge each and every one slightly after the 'estimate payment date' passes. I believe these 'estimates' are there to mislead and the amount of delays back my beliefs up.
First will be British Gas, they have 3 weeks to pay.
Fully satisfied and paid out.
Aviva will be the first week in February, if not paid - these are usually good though.
Fully satisfied and paid out.
Direct Line will be the middle of February, these won't get a day after the 18 weeks, as 18 weeks is well long enough!
Fully satisfied and paid out.
British Gas again, but I will give them to early April.
(Still at pending, but early still). Moved to confirmed.
Nationwide, again April, probably mid April.
Fully satisfied and paid out.

Direct Line payment is now showing in my bank account, so fully satisfied.
Just the one to resolve, British Gas and that should show as payable next week.

Quote from email request from TCB.

There are still a lot of people who don't know about Top Cashback. If you'd like to invite any of your friends to join, then just forward this email to them.

Some chance of that!
Maybe when TCB discover customer care and service, adhere to their mission statement and 'fair play policy', along with stats that are honest and reviews in chronological order. A very long way to go.
I wouldn't want to place others in the position members are put at the moment.

TopCashBack_Company_Representative

Hey Everyone,

@Crabman - I do believe a colleague replied to you yesterday about this.

@Bugalugs - Currently they are not offering cashback on everything but if this changes we will be sure to add them back

@St Marco - I would like to take a closer look at your claims for you and the declined reasons you have been given so I can help you. Could you drop me an email to mse@topcashback.co.uk ? I will be more than happy to help.

@Yorkshire Pud - I do understand why you are frustrated. We do advise against speaking with the merchant as often there is a mix up between cashback and a special offer. For example the merchant may not offer discounts but do offer commission sources the chance to earn commission on a person purchasing a product. Our hands do get tied with certain issues but we are always working on pushing the boundaries so we can get issues resolved because we do want our members to be happy.

@B_M - I am glad all of your transactions including Hotelopia are tracking as we would expect and within their estimates so far. I am sorry to hear you still are not satisfied enough to share the news about TopCashback but as always I'm always here to help where I can and within what we can control

Best wishes,
Matt

skid112

Hi,
I am receiving numerous emails from TCB when I request a payout, started with five or so now reaching 11 on the last request. The help desk are 'investigating' the issue and have been for 3 weeks. Today's response
Our Tech team are looking into if this is just effecting you or other members. As you are the only member who has let us know of this issue.
Anyone else getting these extra emails?

St_Marco

TopCashBack_Company_Representative wrote: »

Hey Everyone,



@St Marco - I would like to take a closer look at your claims for you and the declined reasons you have been given so I can help you. Could you drop me an email to [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] ? I will be more than happy to help.





Best wishes,
Matt

Hi there. I have emailed you the details.
Hope this can be sorted out. Cheers

St_Marco

B_M wrote: »

Anything contract based, like Sky and Vodafone will be governed by a regulatory body, an Ombudsman.
Make a mis selling complaint and if not resolved, take it to the Ombudsman. Potential penalties for both companies.
For Vodafone, check out the Vodafone threads on the mobiles forum. I think it's Lee from Vodafone who can easily resolve complaints.
Update: This thread link may help.
https://forums.moneysavingexpert.com/discussion/comment/69763759#Comment_69763759


Good luck.



.

Thanks for that I have dropped them a message. Will keep people posted on what happens.

JAG

RE: Snap & Save

Last week I claimed on Checkoutsmart for one item, which I now see is also featured on TCB but with a start date of from 17 Feb 2016.

Matt, can you confirm that you can purchase the same item that is featured on both Checkoutsmart and TCB, as long as they are on separate receipts?

Your Terms & Conditions do not explicitly state one way or the other.

"This offer is provided by CheckoutSmart, not the supermarkets at which they are purchased, and will only be awarded once, whether claimed via TopCashback or via any other publisher in the CheckoutSmart network."

Thanks

B_M

TopCashBack_Company_Representative wrote: »

@B_M - I am glad all of your transactions including Hotelopia are tracking as we would expect and within their estimates so far. I am sorry to hear you still are not satisfied enough to share the news about TopCashback but as always I'm always here to help where I can and within what we can control

What you can control? That wouldn't be a lot then.
I'm satisfied enough using TCB as medium for gaining cashback, but only because I'm comfortable in doing TCBs work for them and get my cashback myself.
No way at all would I recommend TCB to others now, they are far too much out of control.
If someone is new to cashback sites, then it's logical to use a one that guarantees payments, although not quite 100% (non purchases and gambling sites etc).
There's only one cashback site that offers a guarantee as far as I know and that's imutual.
http://www.imutual.co.uk/help/4/1561/

But although they offer a guarantee and have excellent customer service and beat TCB rates many times, it's up to others whether they want to sign up. I don't want to benefit in any way by recommending via my account. Sadly, they are limited with some of the big financial offers. For the time being anyway.

TopCashBack_Company_Representative

Hi everyone,

It's Friday so I hope you are all looking forward to the weekend!

@skid112 - I am aware of this issue but don't believe it's affecting more than individual members.

@St Marco - I should be able to reply back to you later today

@JAG - I can confirm if these are different purchases on different receipts you will be eligible for the cashback

@B_M - I appreciate your comments and your feelings. We will always do what we can to balance everything including our vast member base. Sometimes we are not able to please every member on site but we will always do our best to try

Best wishes,
Matt

Yorkshire_Pud

Update.

I spent an hour on the phone to Nationwide complaints who very emphatically told me that TCB are the ones who I need to obtain my CB from and they are sending a Final Response letter to me stating this. They weren't swayed as to their possible obligation to sort out any problems with their appointed representatives or affiliates to actually get the CB paid out.

I had contacted the FOS yesterday and they informed me it was really TCB that should deal with the matter and if I was dissatisfied with TCB then it would have to go through Trading Standards.

Just before I put the phone down to Nationwide I said I bet by some magic my CB will become payable while I wait for your letter!

Just checked my TCB account and surprised to see the CB has moved to Payable after still being at Confirmed this morning:)

Magic;)

Cheers Matt!