Topcashback Questions & Answers

TopCashBack_Company_Representative

Hello everyone,

@molerat - You can find these by searching the merchant as snap & save, I hope this helps.

@B_M - I would like to explain here that those time frames you see are based on real and true information we have based on reported payable dates.

Thanks for sharing your feedback on the satisfaction rating.

@martyp - We haven't forgot about you but are still waiting on final confirmation about this.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - I would like to explain here that those time frames you see are based on real and true information we have based on reported payable dates.

Thanks for sharing your feedback on the satisfaction rating.

Thanks for sharing that Matt, most helpful. You were also very helpful in resolving an issue the last time with your contribution.
That (stats) will form part of any mis-selling complaint if not paid within 4 weeks.
Have I been very, very, very unlucky? Or, misled? (if not paid within 17 weeks and 1 day)
I'll leave it for now, but no doubt will be back.

TopCashBack_Company_Representative

Hey B_M,

The number of weeks you see is the average, within that are specific time frames, member a may have been paid within 2 weeks, member b may have taken 6 weeks etc. Whether you judge this based on luck is down to you but to us we'll award this when we are paid ourselves regardless of how quickly this is paid to us.

@martyp - We do believe cashback will be paid based on order total minus the value of the voucher. E.G if you purchased something for £11, used a £5 nectar voucher you'll be paid cashback on the remaining £6.

I do hope this helps.

Best wishes,
Matt

MichaelAckroyd

Hi Matt. For over a week now I've been unable to log into my account following a change of email address. It's extremely frustrating and I've been getting nowhere with email ping pong which has failed to resolve the issue. Over 10 email exchanges and nothing has been resolved, I'm not a happy chappy. Is there a quicker method of communication other than email to get this sorted asap? Regards Michael

B_M

TopCashBack_Company_Representative wrote: »

Hey B_M,

The number of weeks you see is the average, within that are specific time frames, member a may have been paid within 2 weeks, member b may have taken 6 weeks etc. Whether you judge this based on luck is down to you but to us we'll award this when we are paid ourselves regardless of how quickly this is paid to us.

?
I hope you have sobered up!
Which leads me to stats. I believe that if Wetherspoons were offering free beer for a whole month, they wouldn't receive a satisfaction rating as high as TCB's AXA rating!
But, taking that the rating is correct, members use those ratings to give confidence in future purchases. The chances of something going wrong, is about 4 in 1000.
Now, 2 weeks? Lets not be too silly.
So then, if someone has to wait 10 months (for the 17 week average), I would expect some would have to be paid before even taking a policy!
How quickly it is paid to TCB, is down to how much effort they are putting in. Leaving it to chance, especially for a financial product purchase, is unprofessional, at the very least.
I'll not wait any further than tomorrow then. If I haven't been paid, I'll raise yet another mis-selling complaint (based on TCB stats) and non-payment within 4 months. Lets hope you advise me to just wait and wait until TCB have been paid before I receive my cashback promotion in response to my complaint ticket.

I'll update this thread accordingly.

TopCashBack_Company_Representative

Hey everyone,

Hope you're all having a great middle of the week.

@MichaelAckroyd - I am really sorry you are having logging in issues. If you drop me an email at mse@topcashback.co.uk I will certainly help you out with this.

@B_M - I have gone into detail a couple of times in the past few months about this information. I would like to re-emphasise here: 'The merchant satisfied rating is based on the total number of successful transactions that have occurred since the star rating came into effect. Merchant reviews with ratings of one or two stars are considered unsatisfactory.'

I hope this helps you both.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@B_M - I have gone into detail a couple of times in the past few months about this information. I would like to re-emphasise here: 'The merchant satisfied rating is based on the total number of successful transactions that have occurred since the star rating came into effect. Merchant reviews with ratings of one or two stars are considered unsatisfactory.'

You can dress it up anyway you deem fit. The facts are, I've waited longer than 4 months now and that is longer than the FOS would consider to be acceptable. I was prepared to wait an extra month, but I detest being told I'll be paid when I get paid. I would prefer to hear that somewhere has failed and that action will be taken to resolve ASAP. Again, I'll check tomorrow and if not paid, I'll start yet another journey to achieve my cashback, the cashback which TCB have themselves failed to collect. See if it can be achieved as quickly as my recent More Than issue, which is still going on with them (I'm waiting for a full investigation).

Incidentally, Quidco have a complaint process listed and advise of the FOS route if complaints can't be settled - https://www.quidco.com/quidco-account-holder-agreement/
Can you please post a link to the TCB's complaint procedure advising of the FOS route?


...........................to be continued.

I hope this helps.

vipergrm

Hi folks,

I am still waiting on the correct cashback amount being paid by TCB for more than 6 months now. In brief:

- Purchased TV in October 2016 through TCB with 10% cashback
- Originally tracked at £15.97 which was only 1% cashback
- I queried this with TCB and they said the cashback should update to the correct amount once status changed to 'payable' by the merchant (Currys).
- The cashback amount remained at 1% - £15.97 when status changed to 'payable'.
- Opened a ticket with TCB on 21 Dec 2016 to query the cashback amount. Cahsback amount was later updated to £16.12 which makes absolutely no sense.
- Queried this again on the same ticket and received the following "It is from the submission date (03/01/2017) that we would likely expect to receive a response, which on average can take about 2-3 months."

The cashback amount should be £155.97 (NOT £15.97) and here we are over 6 months later still waiting. Is there somewhere I can send a complaint to? Apologies, I haven't had an opportunity to read through this thread. Appreciate any help. Thank you!

B_M

An Official Complaint raised with TCB this morning as my cashback from AXA wasn't showing as payable.
I've raised a few issues and asked for the TCB complaints procedure which should include the FOS/FCA route if they fail to fully satisfy a complaint. Hopefully Matt will post a link later (if there is indeed as there should be a process for financial issues), but if not, I'll post a link or details if given within my complaint.
I've left AXA for now, but will more than likely contact them tomorrow. I fully believe that by leaving out reviews of 1 and 2 *'s (as advised) is manipulating the stats and therefore misleading.

Again, I'll update as and when.

TopCashBack_Company_Representative

Hey everyone,

@B_M - I would like to re-mention here that we are Appointed representative.There are key differences here.

Cashback is not an incentive to purchase, and is commission we gift to you as a cashback site. It is not an incentive or any sort of special offer and therefore is different to merchant organised special offers.

@vipergrm - Do you mind emailing me at mse@topcashback.co.uk so I can look into this in more detail?

Many thanks,
Matt