Topcashback Questions & Answers

bristolleedsfan

Yorkshire_Pud wrote: »

W

I've only had problems this last few months including the infamous Co-op Bank Confirmed to Declined debacle, ongoing and to my knowledge TCB still haven't put forward OUR claims due to Co-op mystery information they need that's so mysterious even the Co-op don't know what they want to know.

Looks like TCB have spent Sunday Afternoon trying to second guess the information that Cooperative Bank might need to know despite Cooperative Bank account number having been quoted as the order number within missing cashback claim 27th September :rotfl::rotfl::rotfl:


http://forums.moneysavingexpert.com/showpost.php?p=71534130&postcount=279

Irony of second question - Date account was opened

"I have had a look at statement, entry by "New Account" doesnt have a date by side of it so I guess only Cooperative Bank can answer that with any certainty as application made on transaction date did not if my memory serves me correct receive an automatic decision, someone phoned me from a branch letting me know application had been successful and asked me if I wanted to do a current account switch - wasnt possible to initiate switch online with Cooperative Bank"

bristolleedsfan

18.55 - I clicked through two different TCB links and neither showed any intent to load

Yorkshire_Pud

bristolleedsfan wrote: »

18.55 - I clicked through two different TCB links and neither showed any intent to load

Here we go again!

Got email saying item requires attention, go to TCB asked to sign in, do so, select missing cashback in customer care and click, takes me to log in page again that I just logged in, log in for a second then a third time, NOTHING!:(

Yorkshire_Pud

Finally opened existing claim ticket its Co-op Bank. TCB want to know when the account was opened, I just scrolled up the page and there it is April **th on the self same ticket! Email address is as TCB used to send me the notification of needing to look at the ticket asking me what email address I used.

Trouble is page won't load up for me to reply with the info TCB already have but which is tragically preventing them from putting forward the claim to Co-op.

TopCashBack_Company_Representative

Hi Everyone,

I hope you all had a lovely weekend.

@isleofdogs - This merchant is one we have asked the cashback network to look into over slow progressing cashback. While we are unable to make direct queries regarding the payment the cashback network can. As soon as any progress is made with these transactions they will start to progress in your account for you. I hope it's not too long until this happens.

@bristolleedsfan - We do now know the information we need to submit these claims and have asked all members to supply this information. Hopefully, when we have this information we can get these claims submitted and resolved asap.

@Yorkshire Pud - I suspect you're either using a MAC or a Safari browser. In which case I will need you to delete saved passwords from your web browser as this should resolve your log in problem. Our system is set up to show these page again when members access private areas of their account however, we are finding the Safari Browser shows an inability to log in to this page if the member has saved password data. While we are looking into whether TopCashback needs to resolve anything from our end the above help will resolve your problem.

With co-op, in order to get the claims resolved as quickly as possible our Team felt it was best to 'blanket message' all members affected and ask for these two pieces of information as all members needed to provide at least 1 of the 2 pieces of information. Due to this being a blanket message there was no way for our team to look further up in the thread if a member has previously provided some of the information required. We want to get these claims resolved quickly and this was one way of ensuring we process things quickly from our end.

Best wishes,
Matt

P.S Happy Halloween! :eek:

bristolleedsfan

TopCashBack_Company_Representative wrote: »

as all members needed to provide at least 1 of the 2 pieces of information.

Co-operative Bank account number quoted as order number in September provided maximum information ?

TopCashBack_Company_Representative

Hi bristolleedsfan,

I can confirm the two pieces of information required was the date the account was opened and the email address used to create the account. We will need both of these pieces of information to submit the claim.

Best wishes,
Matt

bettyboo71

I made a purchase from Debenhams flowers on 10th July. At that time the estimated payment date was 12 weeks. When I checked my account after 12 weeks, it had changed to 13 weeks. A week later it had changed to 15 weeks. I have tried raising a claim ticket, but it states that I can't do that until 4 weeks after the estimated payment date. As they keep changing that date, they just keep making it impossible for me to raise a claim. I think that any issues with a payment should be based on the information I was given at the time of the purchase - 12 weeks - and that should not change.

This is my first purchase with TCB and it will probably be my last. I use Quidco lots and their service seems to be much better.

woodface7

bettyboo71 wrote: »

I made a purchase from Debenhams flowers on 10th July...

Be reasonable, Betty! You could still be planning to take those gladioli back for a refund, so it's only fair Debenhams and their cashhack network should withold payment for a year or three.

Well, bizarrely that seems to be how cashback works in the age of 'faster payments' and instant transfers...

TopCashBack_Company_Representative

Hi both,

I hope you are well!

@bettyboo71 - As we create estimates for members based on the merchant's average payout speed these can change if their average payout speed changes. This just leads to members having a better estimate of when we expect them to be paid. I understand it's frustrating seeing this increase but I can assure you it's not increased deliberately to stop you getting in touch.

@woodface7 - Returns period is indeed one reason why cashback doesn't progress immediately. However, due to the amount of transactions a merchant progresses they need time to ensure the transaction meets cashback criteria and then batches up the transactions and passes them on to the cashback network. Once this happens the cashback network then batch up the transactions with other merchants and passes the details on to us. The batching part of the process isn't preventable but does add a few weeks on top of the validation period.

I hope this helps you both.

Best wishes,
Matt