Topcashback Questions & Answers

bristolleedsfan

Yorkshire_Pud wrote: »

I successfully applied for a co-op bank account last week and it tracked within 24hours but shows as £0.00 cashback not £50.40.
.

Maybe this is the reason - has been stated for some considerable time

https://www.topcashback.co.uk/the-co-operative-bank-current-accounts/

Good to know

"Cashback paid through TopCashback is only paid out once per customer"

B_M

Snap&Save is still problematic then!
I tried it again after a break. Two receipts submitted, one for myself and my wife submitted one. Mine went to payable a lot quicker that normal and my wife's has been declined. Only one item on the receipt and only ever submitted to TCB.
Sort it please. I'll post back with any updates, but obviously still not reliable!

Edit: - sorted ourselves via COS. Easiest way to resolve things is to go direct!

TopCashBack_Company_Representative

Hi B_M,

It's good to hear you managed to get this resolved. We have took member feedback on board and are actively looking into way to make it more user friendly

Best wishes,
Matt

youngretired

Hi Matt

I have a outstanding claim for travel insurance which I took out via Topcashback Compare last October. The transaction tracked at the Economy level when I purchased the Super cover. I questioned this at the time and was told that it would uplift upon confirmation, never happened. I was then told it might uplift upon reaching payable, never happened.

It was paid at the lower tracked cashback, I therefore raised a claim for the difference that was submitted in January. Having not heard from TCB I contacted them again and was told that I had been paid the correct payment.

In May I provided proof of my certificate showing premium paid and copies of Topcashback Compare quote page showing the Super cover cashback. I have sent a number of nudges and just keep getting the same standard response.

Why after 3 months has it still not been resolved? Evidence has been provided and the Merchant paid me the lower cashback so it's not like they are disputing that I have taken out the insurance via TCB. Can you please find out what is happening and provide a proper response instead of the template one.

Thanks

B_M

TopCashBack_Company_Representative wrote: »

Hi B_M,

It's good to hear you managed to get this resolved. We have took member feedback on board and are actively looking into way to make it more user friendly

Best wishes,
Matt

Although Checkoutsmart have confirmed the receipt was valid and correct and that the payment would be added to my wife's TCB account, it hasn't as yet, neither has her ticket been responded to. If someone gets a few minutes today, please could they finally sort this? Maybe contact Jo from COS and ask if she can provide some customer service training? Very good at their end!

@youngretired - tracked and paid short? Where have I heard that before! Luckily, yours is a financial purchase, so easily resolved. But, you may have to resolve it yourself! Looks like you may have been mis-sold an insurance product.

TopCashBack_Company_Representative

Good Morning everyone,

Everyone looking forward to the bank holiday?

@youngretired - With TopCashback Compare normally the amount is set, depending on which merchant you go with. However, if you could send me an email to mse@topcashback.co.uk I can take a much closer look into this and help you further.


@B_M - It's interesting you have been told this by CheckoutSmart as all they do is provide the offers and don't get in touch with us in regards to changing a member decision. As they're the ones paying for the offer we need this to happen in order to pay you. I'm sorry if you have been incorrectly informed about this. The process they have agreed with us is that we have to query with them declined reasons. For this reason I will need your wife to email in to mse@topcashback.co.uk so I can help her and get this queried.

I hope this helps you both.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - It's interesting you have been told this by CheckoutSmart as all they do is provide the offers and don't get in touch with us in regards to changing a member decision. As they're the ones paying for the offer we need this to happen in order to pay you. I'm sorry if you have been incorrectly informed about this. The process they have agreed with us is that we have to query with them declined reasons. For this reason I will need your wife to email in to [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] so I can help her and get this queried.

That's equally interesting Matt as it's not what COS states. We'll pass on that we have been wrongly informed though and that COS can't change a decision.
Rather than email yourself, we'll leave it until after the weekend, which would give your 'care team' a chance to respond to the ticket.
Hope all at TCB enjoy the Bank Holiday break and enjoy a well deserved rest for all their efforts.

MABLE

Well still waiting for my cash back. I signed my relatives up via Free comparison site thru Top cash back and cash back quoted was about £37.00 and this was late March 16. However despite the payment being confirmed about 1 month ago still no sign of a pay out.

B_M

@TCB Matt - Sarah seems to be looking into the Snap&Save issue, but it would appear tickets are only being replied to every few days. Maybe the claims and tickets department is extremely busy?
They'll surely be busy soon as per your Lotto promotion. According to a large forum, no-one has had it track over the last few days and initial tracking was erratic anyway! I took advantage of your promotion , an enhanced promotion yesterday and I've joined the band of non-trackers it would seem. Claim in already due to the well known issue as your stats state 1 hour tracking.
Can you confirm, or as you normally do, deny such an issue and that many, and I mean very many, have not be able to get this tracked.

MABLE

MABLE wrote: »

Well still waiting for my cash back. I signed my relatives up via Free comparison site thru Top cash back and cash back quoted was about £37.00 and this was late March 16. However despite the payment being confirmed about 1 month ago still no sign of a pay out.

Checked my account today and has just gone payable for £37.95. A long wait but well worth it.