Topcashback Questions & Answers

System

I will see the outcome of the support ticket but maybe its time to go back to quidco.

ArsenalFC

Wheres_My_Cashback wrote: »

TCB

I have already submitted a claim. You can ONLY be the last referrer as I've never visted any site like this before, 100% clear my cookies/history prior to ALL purchases via cashback sites and doesn't explain why multiple people have reported the same thing ;-)

If they fail to pay the full amount, take court action against them. I have, made them pay expenses/compensation too.

gingerfox

Hi Matt
It's now a year since my claim came 'off ice', a month since you emailed me explaining that it was taking a long time (!) and 15 months since my purchase.

You just keep indicating that you're waiting for the merchant, has anyone actually had a conversation with them? I do feel quite cheated as I kept my part of the bargain!

Also, what has happened to the reviews posted by customers? They were quite helpful for other customers to make a decision between different merchants.

Thank you.

B_M

TopCashBack_Company_Representative wrote: »

@B_M - I can see the overall tracking with merchants across the board and if we look at that the chances are very high

Because of yesterday's date, I'll forgive you this time.
You really need to realise that TCBs stats are there to create an illusion though.
Not tracked as yet, so as I had a little time on my hands this morning, I've submitted another claim for Hoppa. I was going to wait until tomorrow.
My stats show, and which can be verified as being 100% correct on my TCB account, a 100% failure rate of the TCB promotion when using Hoppa. Please check my account and report back to this forum for clarification.
Three Hoppa purchases and three failures! One I successfully resolved direct with Hoppa. I assume, that leaves two to resolve direct with Hoppa?
If Hoppa does track correctly within the next dew days, I'll confirm right here. That would then only give a failure rate of 66%, rounded down slightly, to make your figures look better.
Edit: - email confirmation this afternoon and it's tracked and tracked correctly. Success at attempt number three. How wrong was I to doubt you Matt? Apologies.
Right, off for a coffee - something TCB needs to wake up to and smell.

gingerfox

B_M when you went direct to the merchant, which department did you approach? I'm thinking it's the way to go!
Thanks

B_M

gingerfox wrote: »

B_M when you went direct to the merchant, which department did you approach? I'm thinking it's the way to go!
Thanks

It varies, depending on the type of transaction.
Sometimes, it's just raising a complaint direct with the merchant and that's enough, but on other occasions, I've had to take it to the top and cc my complaint to the CEO.

Who is your issue with (merchant)?
Anything financial or contract based, will have an Ombudsman route, if he merchant fails to resolve.
But, TCB have failed you very badly here. What are their 'fair play policies' and 'mission statements' all about?
Maybe as in my above post, to create an illusion?

gingerfox

Thanks,

The merchant is Swinton so it would just be their call centre that I a approach I guess?

I feel that TCB have been been useless on this occasion, although to be fair historically they have chased other non payments successfully.

B_M

gingerfox wrote: »

Thanks,

The merchant is Swinton so it would just be their call centre that I a approach I guess?

I feel that TCB have been been useless on this occasion, although to be fair historically they have chased other non payments successfully.

Swinton is a financial one then, that's good to hear as gives more options.
I'm assuming, due to the length of delay and experience, that you are no longer a customer of Swinton or your policy has ended?
Anyway, you need to make that complaint and make sure it's a complaint. Swinton will easily be able to check where your purchase originated, an electronic trace if you like. That will verify it came via TCB and show both time and date.
Swinton do have an online form to make a complaint, but as you may not be an existing customer, it my not allow. But, try.

http://www.swinton.co.uk/contact-us/customer-feedback/

You could phone them, if that's what you would prefer or email them and cc the CEO.
MSE is not allowing a link for the Swinton CEO, just simply google 'Swinton CEO email address'.

They will then have eight weeks to investigate and reach a resolution to your complaint. If they dismiss your complaint, they will advise yo that you can take your complaint to the Financial Ombudsman Service. If this happens, you then have to decide whether you want to pursue that FOS route or take out a quicker small claims action against TCB. But, hopefully Swinton will do the honourable thing.
I would also raise a complaint direct with TCB, but again, stress it's a complaint regarding the handling of a financial purchase.

Good luck, but you have suffered enough to be honest. A total disgrace.

Aesop

gingerfox wrote: »

Hi Matt
It's now a year since my claim came 'off ice', a month since you emailed me explaining that it was taking a long time (!) and 15 months since my purchase.

You just keep indicating that you're waiting for the merchant, has anyone actually had a conversation with them? I do feel quite cheated as I kept my part of the bargain!

Also, what has happened to the reviews posted by customers? They were quite helpful for other customers to make a decision between different merchants.

Thank you.

have you tried contacting the merchant? a friend had to do this and hey presto their cashback was payable within 2 days

gingerfox

Thanks guys, I just had a look for the complaints email and see that I can use the Resolver tool. Will report back.