Topcashback Questions & Answers

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TCB rep -just a quick question , last night I went through TCB to change energy supplier but there's nothing showing on my account .Is this usual ? will it show once the move is complete?

mamabuddah

Hi Matt....
"As previously explained your claim was successful and we are awaiting the difference in funds to be awarded to us so we can pay you."

well forgive me in thinking that for a successful claim, that your CS team or indeed ARGOS, who appear to be shortchanging me aren't really making much of an effort for the past 6 months.

He's a tip, perhaps if you said something like this to ARGOS...
" our customer made a purchase through our site for an enhanced payment from yourselves (ARGOS) the claim was successful and we can see no reason why you would want to shortchange him, we know TCB aren't at fault and the customer has documented every stage and has screen grabs to prove it...so what reason do you have for ripping him off?"

or is that not the sort of question you ask?...I'm sure from my point of view and everyone else on here who feels shortchanged by TCB...that's the first thing you should be asking, then telling the customer what the retailer (ARGOS in my case) are saying....it's not rocket science...but while you continue to hide behind cut and paste answers and a lack of transparency.

(Text removed by MSE Forum Team)

apga

Thank you to all for your advice about the non payment for Bernard Matthew's chicken breast slices via Snap & Save.

Thank you to Matt & Samantha from TCB too.

The 75p is now marked as payable

B_M

TopCashBack_Company_Representative wrote: »

I would also like to mention that if you do not get paid the expected amount of cashback it means we haven't been paid this and I would treat any accusations that suggested otherwise very seriously. If you have any evidence to suggest what you are saying is true please send me an email with the details so I can find out what's happening. The email you need is [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL]

Not too sure where you are going with this?
But, TCB are fully responsible for the accuracy of the content on their website and marketing material.
Amazing how so many, yes so many (not just the odd issue) times the 'exclusives' fail. Enhanced rates on Quidco for example track at the correct amount.
Others can and have drawn their own conclusions and rightly so.
With TCB, it's fight, fight, fight! Look at the member repeatedly posting about an Argos issue. Confirmed they were right, but having a slog!
A reminder, TCB have a 'fair play policy' and a 'mission statement'. TCB have failed the member here on all counts!
Pay the guy and wait as long as you want for the payment, or put in a similar effort and start issuing letters and / or taking action!
To sum up.
'Exclusive' rates that often go wrong.
Mission statement that's there for the 'hype'.
Fair play policy that's there for the 'hype'.
Stats that are manipulated - how can all satisfaction stats be so high? Many above 98% and obviously impossible................unless manipulated!
Reviews left in highest rating order instead of chronological order, even though some 5* reviews are from maybe 2014! What's that all about? Not customer friendly at all, it can't be, but it could be there to mislead!
Estimated payment timescales that often go way past! Leave that alone though as it obviously helps for financials and contract based transactions.
That's it for now.

But please start to advise members how they can obtain their cash when TCB fail.
In fact, members please ask TCB what options they have. If advised 'nothing' for financials for example, report them. TCB have a duty to inform you of the Ombudsman route.

Hope you are all enjoying the nice weather. :rotfl:

TopCashBack_Company_Representative

Hi everyone,

By popular demand no weather talk today! Did anyone watch Britain's Got Talent last night? No spoilers from me but not a bad show and some good acts.

@CHRISSYG - It can take 7 days to track so don't be worried. If it doesn't track within the 7 days please lodge a claim so we can look into this for you and challenge the cashback network to try and get you the cashback.

@mamabuddah - As I am sure you can appreciate your transaction is one of many that take place through us every day. Your transaction will not be the only one made through a cashback site that is taking longer than expected to resolve and so I do completely understand why you may be frustrated by this. To re-emphasise the process here (as I think it will help answer your question) we do not have a working relationship with Argos directly and we are not the ones owed the money and neither are our members. This is why we can not be demanding money from them which is what you are suggesting we do. This commission is paid directly to the cashback network for them to distribute, they are therefore in charge of the invoicing and chasing of payments. TopCashback have a team to ensure this happens and speak with the network but we are not in a position to force any individual merchant to pay us within a certain time frame and we do not insinuate to any members that we can do this.

@apga - I am so glad this has been resolved for you. If you have any issues in the future please don't hesitate to get in touch

@B_M - The comment was made because your view insinuated we keep the difference in cashback when something tracks incorrectly which is not the case. If I have misunderstood the point you raise then I do apologise. You have shared a lot of thoughts and wanted to clear a lot of them up for you.

The last exclusive rate issue you had I believe was Hotelopia. When you raised this I personally checked up on the merchant and their tracking. During my investigations I found that other transactions were tracking correctly and in line with the exclusive rate available. While this may have not be what happened in your case it is a shame to see you believe the whole system is failing because some of your individual purchases did not track as expected.

As for the outstanding issue that is regularly posted about here, we have already escalated the matter and are trying our best to deal with it. There is only so much TopCashback can do when it comes to commission payments (like other cashback sites) but something we can control is member expectations. We alert members in several different ways about what cashback is, how the system works, when we can pay members etc. We don't like keeping members waiting for cashback but it's not a viable concept to pay all members their expected cashback before it is paid to us. Your refer to the Fair Play policy that does underpin my comments on this forum but it is the Fair Play policy that means we are not able to pay members quicker because they are more frustrated than others when it comes to time frames.

It would be unfair for us to pay a member faster if they are verbally frustrated unless we could do this for members who are happy enough to allow for cashback to be paid to us. While I understand different members have their own expectations of what they believe cashback is we can only balance this by providing each member the same sort of information when it comes to time scales for payment.

Every member has their own experience of using our site and I really am sorry to hear you believe yours could have been better. Overall we receive a very high amount of positive feedback from our members and while I understand we are not always able to please every member when it comes to Fair Play, I do hope my response here has explained a bit more about what Fair Play means to us and how it is actioned by us.

I do hope this helps everyone.

Best wishes,
Matt

Oakdene

Just like to publically thank Matt for his help in sorting a missing claim that I was unable to validate, after a load of emails being exchanged, Matt sorted it out for me.

Cheers Matt!!

bristolleedsfan

TopCashBack_Company_Representative wrote: »

We don't like keeping members waiting for cashback but it's not a viable concept to pay all members their expected cashback before it is paid to us. Your refer to the Fair Play policy that does underpin my comments on this forum but it is the Fair Play policy that means we are not able to pay members quicker because they are more frustrated than others when it comes to time frames.

It would be unfair for us to pay a member faster if they are verbally frustrated unless we could do this for members who are happy enough to allow for cashback to be paid to us.

TCB has like other sites paid out before it has received payment, most notably "Post Office Credit Card 50.00" lot of unhappiness on TCB follow up thread on another part of MSE ( Is where TCB hope new members will sign up via) prior to Q+A being situated on this board surrounding delay in Post Office Credit Card 50.00 becoming payable, TCB "Claire" I think it was came on to the thread informing those affected that confirmed transactions would be made payable even though at that time TCB had not received payment. ( and that is what happened)


Some of us have long memories, the place was TCB blog, the time was a long time ago , the subject was Virgin Media/Quidco , theme was TCB asking TCB members for their support in relation to ..........

Now when TCB are unable to secure a long standing loyal members cashback for whatever reason, TCB loyal members get given lessons on "how cashback works" according to what is best for TCB profits.

TopCashBack_Company_Representative

Hi everyone,

We're close now to the Bank Holiday and I hope you all have the bucket and spades ready if you're off to the Sea Side! We have a scorching extra 5% Top up available to all members this weekend for all of those Bank Holiday purchases. These are included in the rates displayed to make everything clear.

@Oakdene - I am really glad I could help you out and I hope we can get you the cashback via your claim.

@Bristolleedsfan - From time to time decisions are made to pay all affected members but when it comes to individuals we have to ensure we also consider everyone else who may be caught up in the same situation. We would rather work on issues to get them resolved, rather than a quick fix that will help one member but not everyone else.

Best wishes,
Matt

mamabuddah

interesting words @Matt:
" We would rather work on issues to get them resolved, rather than a quick fix that will help one member but not everyone else."

Does that mean that I am the only member that appears to have been shortchanged by ARGOS?

If I'm not and there are many of us, I could understand the delays in getting a large number of these sorted although having said that, if its a major problem, perhaps a bit more pro-active stance is required
.
If I am the only one, I would have expected a bit more of an effort to get me sorted after 6 months waiting on a confirmed transaction to pay.

so here's a simple question Matt, that doesn't contravene Data Protection regs or any of the other questions TCB can't answer because of commercial sensitivity

so what is it? Does it just affect me? or are there many of us?

Wheres_My_Cashback

Wheres_My_Cashback wrote: »

Sorry TCB, but another negative view here. Things are definitely getting worse ;-(

I've been given a response about my missing £50 from Netbet Casino and it does them/you no favours....

Unfortunately it seems that the merchant has taken the decision to decline this submission, and as such we have not received any cashback to pay over to you or add as a pending indication to your account.

The reason that we have received to support this decision states…

“Other-Has not reached the minimum wagering requirement

An absolute lie. I can prove it, my bank can prove it and I'm sure the FCA will prove it if I go there. I have already queried this and am not prepared to to let it go.

Also M&S Car insurance taken out early December, still not confirmed ! It wasn't paid by monthly debit, the policy was paid in full the day it was taken out it so why has the tracking still NOT been confirmed, yet alone payment ? It's way beyond a reasonable time to have to wait.

TopCashBack_Company_Representative wrote: »

Hi Everyone,

@Wheres My Cashback - Could you send me an email to mse@topcashback.co.uk? I will then be able to locate your claim and transaction and help you further with these.

Best wishes,
Matt

Hi,

I emailed 10 days ago, but am yet to have my account updated with any response to either query?

Thanks