Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi bristolleedsfan,

I am really sorry to hear you have had the same email multiple times. Please could you forward one of these over to the email mse@topcashback.co.uk ? I'll get this investigated with our team for you!

Best wishes,
Matt

bristolleedsfan

I have forwarded all 3 emails on just in case was intended to be a new TCB Competition - Spot The Difference.

Dukie63

Very frustrated i have a tracked transaction for viking, the amount shows as confirmed and has done for a good number of weeks. The purchase was made and tracked on the 4 th Jan. Topcashback stats showed that Viking made a payment to topcashback at the beginning of March for transactions in Jan (bear in mind my transaction occured right at the start of the month) however i paitently waited as my payment went confirmed but didnt progress to payable.

I waited all March then 2 days ago Viking Stats show quite clearly that Topcashback have received a payment from Vikings in April to cover trasactions in March (wheres Feb disappeared to and wheres payments after the 4 th of Jan gone ? )

I have lodged a claim only to be told that i need to wait till the payment goes payable and nothing more.

Clearly im not happy Vikings last payment to Topcashback covers payments as recently as March my transaction was completed on the 4 th Jan can the Topcashback representative shed some light on why i am confused please

Kim_13

Is there something up with eBay at the minute? It shows as having cashback available in the search results page, but when you click into the options to get redirected, there's nothing there.

sue1976

I am waiting for my cash back from Sky broadband to be payable. It's now passed the 26 week time but I still cannot put in a support ticket. We have friends who have received their cash back from Sky but took out their broadband months after we did.

TopCashBack_Company_Representative

Hi Everyone,

I hope you all had a fantastic weekend!

@bristolleedsfan - Thanks for sending those. I will take a look and reply back as soon as I can.

@Dukie63 - Sorry for any concern caused by the statistics on site. These are there as a general note about transaction, but in the nature of how payment batches work this can mean that the merchant has paid for some transactions but not all transactions. If you could email me at mse@topcashback.co.uk I can take a closer look into this for you and investigate further.

@Kim_13 - Ebay wasn't available to all members last week and therefore this is why I believe you found an issue. However, I can confirm that all members can earn cashback with Ebay again now and so you shouldn't face any future issues

@sue1976 - If you can also send me an email to the one given earlier in this response I can take a look at your transaction. We do ask members to allow 4 weeks after their estimate and as our system has a direct date it may be that this is a few days after the number of weeks you are seeing in your account.

I do hope this helps everyone.

Best wishes,
Matt

saving-mad

Parks wrote: »

i have been a member of topcashback for many years and never had any problems, however i am trying to claim some of the cash back now via payout and having difficult. I can see all my earnings and click which method of payout i want, but then it asks me to log in again and just won't go any further. i have tried changing my password and still get to the same page. it also won't let me submit a ticket as i can't get passed the log in page, even though i can still earn cash back when shopping, can still see all my earnings etc - very strange!. any help would be appreciated

Im having exactly the same problem, I had an email yesterday to say I had cash back waiting, i can log in and see £30 in my account but the site will not accept my password once I've logged in. I changed my password yesterday to stop myself getting to confused wit hit all but I still can't get in today.
Did you resolve yours?

mamabuddah

just to keep posters on here up to date with TCB progress and how they deal with any queries or questions....

11 Mar 2016 Hello there,

Thank you for getting in touch with our support team.

Just to let you know that we are aware there has been a delay in the process we were expecting to happen, (original transaction 20th November) we are currently working with the network to get the payment/uplift processed to us from the network. Please bear with us whilst we attempt to get a final resolution to your claim.

Please be assured we have not forgotten your claim and will hopefully be able to resolve your claim in the near future.

TopCashBack_Company_Representative

HI guys,

I hope you are having a lovely day!

@saving-mad - It does appear that some members are having issues with this but we are having difficulties locating the issue. Our system is set up to show the log in page in specific areas of an account if passwords are saved or the 'remember me' box is ticked. We believe this is working as we would expect. The problem we believe is that the web page isn't entering the correct saved log in data and therefore leading to an error / failed log in. This is only happening to individual members but we are trying to get to the root cause of it. The best way around this currently is either deleting all saved passwords, using a different web browser for TopCashback or using an incognito . private web tab to log in.

If you could let me know the web browser you are using, the device you are using and also whether you are using the mobile or desktop optimised site this will allow us to compile more information to try and get to the root cause of this.

@mamabuddah - Could you kindly send me an email to mse@topcashback.co.uk and confirm what this is regarding? I can then take a look at this message within it's context and help you further.

Best wishes,
Matt

mamabuddah

Here you go Matt, this might put it in context, you have answered my emails by the way, one to acknowledge you would take a look, which really only prompted a response on the "claim", that they know there's a delay, but, like yourself, they haven't forgotten me (or actually do much other than cut and paste), this will put it in context for you.

http://forums.moneysavingexpert.com/showpost.php?p=70277458&postcount=2304

http://forums.moneysavingexpert.com/showpost.php?p=70295931&postcount=2310

http://forums.moneysavingexpert.com/showpost.php?p=70386678&postcount=2339

http://forums.moneysavingexpert.com/showpost.php?p=70415293&postcount=2358

then I follow up to your post #2360 with

http://forums.moneysavingexpert.com/showpost.php?p=70417450&postcount=2361

then you reply in#2367 (there's a bit of a loop going on now, questions, with no real answer both on here and the TCB site)

which brings us up to date with
http://forums.moneysavingexpert.com/showpost.php?p=70490014&postcount=2397

where shortly after, again ask me to email and start the cycle again......

It's really simple....I made a transaction through your site following ALL your instructions, eventually get my transaction confirmed, but you don't pay me the advertised rate...then you and the CS team pass me to and fro saying, wer're expecting payment, it's running late and other stock "cut and paste answers", so you can no doubt sense my frustration for a CONFIRMED transaction on 20th November.

Perhaps TCB, in the grand scheme of things , instead of blaming EVERYONE but themselves, as an act of good customer service should top up the missing amount themselves, its probably just under £20 that's missing....good grief if Tesco get something wrong, they'll happily send flowers or a gift card....who knows, when you eventually pay me...I might even stay a customer....