Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi steve1500,

As I am sure you can understand, to have a merchant trust us to followed agreed guideline and then to break this really isn't great for anybody and so we wont be doing this There are agreements in place in regards to payout methods and these have to be kept whether they are with the merchant, the network or put in place to protect the cashback offer. As mentioned we are going to look into how these notes are added but as we are all humans here at TopCashback errors can happen from time to time and we will do what we can to remedy these. In your case there is no way we can allow you pay out via Clubcard I am afraid.

Best wishes,
Matt

steve1500

TopCashBack_Company_Representative wrote: »

Hi steve1500,

. As mentioned we are going to look into how these notes are added but as we are all humans here at TopCashback errors can happen from time to time and we will do what we can to remedy these.
Best wishes,
Matt

Hi Matt


I accept that mistakes are made, but when a company makes a mistake, that is to the determent of the customer, which I believe this is, then the company ensures, what the customer expected, the customer gets. Assuming the expectation was reasonable, which again I think this is.


It is not as if you were offering a £2000 tv and someone accidently missed a zero off, that would be an unreasonable expectation

If a company is not willing to honour an agreement, however that is done, then I will leave it to other people to draw their own conclusions

That is me said & done or surprise me lol!!

youngretired

Hi Matt

I am writing to you on behalf of my sister as she has a on going problem with the Topcashback Claim Team.

On 2nd January 2016 Topcashback was offering a £25.25 cash back deal on a Barclaycard Platinum with 20 months 0% interest and no fee. She applied for this card on the 2nd and was successful with the application and it all tracked fine.

She sent a support ticket in April as the transaction had not been confirmed or paid and was over the average payment date. She was advised that Topcashback was aware of a problem with this Merchant and to please be patient.

In May her account had been changed and the tracking of the Barclaycard had been amended to a 25 month deal (which was not available in January and she did not apply for). She contacted Topcashback Support Team and they confirmed that it was just because the Merchant had changed it's deal and not to worry as hers had tracked correctly at the 20 month deal.

In June her cash back was declined. She contacted Topcashback Claims Team and was told that they could not query why the cashback had been declined as the Merchant was no longer offering the 25 month deal.

She explained that she never took out the 25 month deal and was asking if this was why it had been declined due to Topcashback changing her tracked transaction from 20 months.

To her surprise Topcashback are saying that there was no 20 month deal at the time and only the 25 month. This is untrue as she clicked through this link and the transaction tracked for 4 months and Topcashback acknowledged the deal in the support ticket twice.

The Support Team are trying to do there best for her but the Claim Team are being very unhelpful.

Is Topcashback saying that there was no 20 month deal because they miss advertised such a deal or because they cannot obtain the promised cash back?

Is it professional of a company to say that the customer is lying about a transaction when there is proof via their support ticket?

I hope you are able to help her either to obtain her cash back for the 20 month deal or have Topcashback own up to their mistakes.

System

Just a quick note having had numerous issues with TCB I Went back to Quidco what a nice surprise when the order I placed with JD Williams had 10% cashback as opposed to 1.01% with TCB.

ArsenalFC

youngretired wrote: »

The Support Team are trying to do there best for her but the Claim Team are being very unhelpful.

They are the same. TCB has been using underhand tactics for many years to defraud us of money from declined transactions. Take online court action if they dont pay up, PM me if you need guidance with that.

bristolleedsfan

youngretired wrote: »

. She contacted Topcashback Support Team and they confirmed that it was just because the Merchant had changed it's deal and not to worry as hers had tracked correctly at the 20 month deal.

To her surprise Topcashback are saying that there was no 20 month deal at the time and only the 25 month.

http://www.hotukdeals.com/deals/barclaycard-0-apr-20-mth-balance-transfer-platinum-credit-card-with-an-effective-2383151

youngretired

Hi

Thanks for your response's, we'll see what Matt says and what TCB comes back with.

Thanks bristolleedsfan I saw the HotUKdeal page yesterday when googling and have taken a photo as evidence for my sister though unfortunately this was on the 26th January so TCB could still say wasn't on offer on the 2nd.

She is contacting Barclaycard for evidence that the 25 month deal was not available on the 2nd January when she did her application. She is collecting as much proof as she can.

mhoc

TCB company rep please can you help. I have a cashback amount from Boden which has been loitering in the pending column for weeks which has not progressed.
I've tried to raise a support ticket but your system just wont let me. All I get is this automated response.
The purchase was May 20th so now it is more than the expected 4 week wait. I really need this to go through before the end of July when we can no longer convert to ccc points.
Reading this is looks like its actually 8 weeks from the date of purchase I need to wait is this so?
Any advice?

"Every transaction has an 'Estimated Payable Speed' which you can see on your Earnings page. We need you to allow 4 weeks past your Estimated Payable Speed, before contacting us with regards to your Boden cashback.

The Estimated Payable Speed is a guide time for cashback to reach 'payable', based on previous payments from the merchant. This should hopefully allow enough time for your cashback to be made 'payable' in your Earnings."

System

mhoc wrote: »

TCB company rep please can you help. I have a cashback amount from Boden which has been loitering in the pending column for weeks which has not progressed.
I've tried to raise a support ticket but your system just wont let me. All I get is this automated response.
The purchase was May 20th so now it is more than the expected 4 week wait. I really need this to go through before the end of July when we can no longer convert to ccc points.
Reading this is looks like its actually 8 weeks from the date of purchase I need to wait is this so?
Any advice?

"Every transaction has an 'Estimated Payable Speed' which you can see on your Earnings page. We need you to allow 4 weeks past your Estimated Payable Speed, before contacting us with regards to your Boden cashback.

The Estimated Payable Speed is a guide time for cashback to reach 'payable', based on previous payments from the merchant. This should hopefully allow enough time for your cashback to be made 'payable' in your Earnings."

The estimated paying speed is a load of b/s ! I am waiting for something to clear which TCB estimate should take 12 weeks but in actual fact according to the merchant will take 26 weeks .
Have a look at the merchants t & c it may shed some light.

mhoc

CHRISSYG wrote: »

The estimated paying speed is a load of b/s ! I am waiting for something to clear which TCB estimate should take 12 weeks but in actual fact according to the merchant will take 26 weeks .
Have a look at the merchants t & c it may shed some light.

exactly, I had a Marks cashback that sat in the pending column for 6 months despite numerous support messages before it finally went to payable