Topcashback Questions & Answers

B_M

TopCashBack_Company_Representative wrote: »

@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.

Yes, I've also advised many times about TCB being an AR and the financial company as a 'principal'.
TCB have basically refused my complaint today and after several calls including the FOS and FCA, TCB don't have to have a complaints process for financial products, BUT the FCA would expect them to listen to and try and resolve complaints. They advised it's generally good practice to have a set complaints process (like Quidco for example).
Anyway, for future issues (financial) with TCB, go straight to the 'principal' and don't waste you time even raising a complaint with TCB. The 'principal' must investigate a complaint, even if raised about it's AR. Do this complaint at 4 months (if not paid) and start the clock ticking.
My complaint is now with AXA (mis-selling of a financial product to to non-payment and stats via their AR). They have 8 weeks to investigate, resolve my complaint, or give a deadlock letter.

More Than - resolved fully today. I received a phone call and although TCB paid me as a 'goodwill gesture', we (agreed on £30 compensation for all the hassle. Good company to deal with, showing empathy and willing to listen. No further action needed.

TopCashBack_Company_Representative

Hi B_M,

I do believe our team have been in touch with you about this via Support Ticket. If you need any further help please reply back to them there.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

Hi B_M,

I do believe our team have been in touch with you about this via Support Ticket. If you need any further help please reply back to them there.

Best wishes,
Matt

Hi Matt and yes, the lovely Samantha has taken over and advised me to wait yet another 4 weeks. Shorter than Michelle's 4-6 weeks, so an improvement I suppose.

Remarkably though, after contacting AXA just before 5pm yesterday, I've had two callbacks today and the 2nd one advised my cashback would be showing in my TCB account by early next week (if not sooner).
So, for the record, if you have a TCB complaint and / or your cashback is delayed (over 4 months), then the FCA actually advised raising the complaints direct to the 'principal'. Strange that your TCB complaint has to go to the 'principal', but because of TCB's FCA status, that is the route (for the present time at least).
Also for the record, Quidco's FCA status is slightly different to that of TCB, which is where the confusion lies and I was misinformed. Regardless, simply deal immediately with the 'principal'.

Complaint of mis-selling due to non-payment of promoted cashback and TCB's misleading stats - 30th March 2017
I'll update when it becomes payable and work out how long it took.

Don't take any nonsense, all can easily be rectified.
No compensation claim this time as the service from AXA was magnificent, but I was asked if I wanted anything further.

Huwbert

Hi, I'm still waiting for my EDF Topcashback money to become payable following my purchase on 8th November. The lead time says 12 weeks, and TCB advises to wait another 4 weeks after this, both of which have long since passed.

I've tried raising 2 customer service support tickets today with TCB, but both times a "Whoopsie Daisy" error screen popped up?

Would you be able to look into both problems on my behalf please?

Many thanks

Huw

thor

vipergrm wrote: »

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

This sounds similar to my case and if things go the same way for you then unfortunately you may have to prepare yourself for bad news.
In June 2015(yes 2015!!!) I ordered a fridge from argos via tcb. The cashback rate was 10% but I ended up getting only 1.5%. I have been through tcb's customer care ticket scheme these last 20 or so months and the end result was that tcb told me they that were informed by Argos that I had returned the fridge. There are 2 big problems with that explanation.
1. I never returned the fridge. It is sitting in my dining room as I type.
2. If I had returned it then why did I get any kind of payout at all?

I have just had another message from customer care telling me that the the case is virtually closed and nothing more can be done.
To be fair I have had a couple of problems over at Quidco too BUT with them, when they could not resolve the issue they paid out of their own pockets. As a result, I simply have more faith in Quidco and will now continue use them whereas with topcashback, I have lost all my hopes of ever wanting to use them again.

greatgimpo

thor wrote: »

As a result, I simply have more faith in Quidco and will now continue use them whereas with topcashback, I have lost all my hopes of ever wanting to use them again.

I'm inclined to agree with you, and may follow your example and do the same.

B_M

Huwbert wrote: »

Hi, I'm still waiting for my EDF Topcashback money to become payable following my purchase on 8th November. The lead time says 12 weeks, and TCB advises to wait another 4 weeks after this, both of which have long since passed.

I've tried raising 2 customer service support tickets today with TCB, but both times a "Whoopsie Daisy" error screen popped up?

Would you be able to look into both problems on my behalf please?

Many thanks

Huw

Easy to resolve as it's a regulated business (EDF).
You have been given the classic TCB stance, 'Go, go, go away, come back another day'. 4 weeks or 4 - 6 weeks, is basically a delay tactic, hoping your payment arrives in the next payment run. Is there any real chasing?
Easier to go direct to EDF and lodge your complaint, run in tandem with TCB's waiting time (two bites of the cherry) and see the result.
https://www.edfenergy.com/for-home/help-support/making-complaint
I'd call them and start the ball rolling, basically misled due to non-payment of promoted cashback from their appointed agent (TCB). If not resolved, they have to advise you of the Ombudsman route. But, it shouldn't get that far.

TopCashBack_Company_Representative

Hey everyone,

@ B_M - I am pleased Samantha could help you out.

@ Huwbert - If you email me at mse@topcashback.co.uk I will be more than happy to look into your transaction for you.

@thor and @greatgimpo – I am sorry you feel you have more confidence in a company if they pay out when they are deemed as not eligible. Ofcourse, it's their decision when they offer goodwill, as it is for us when we make a judgment to offer goodwill.

However, what remains at the heart of TopCashback is fair play, this is at the heart of decisions that are made and we don't feel we should award members cashback we ourselves won't be paid unless that same decision can be applied to all members that get in touch about the same issue.

At this time I would like to remind everyone on this thread TopCashback does not take money from the commission eligible for your order - quite the opposite, we pay more besides. We want our members who are eligible for cashback to be awarded the highest possible and we will help those not eligible to reduce the chance of a similar thing happening again. We feel helping members reduce it from happening it better than just awarding members cashback we won't be paid.

I hope this helps everyone.

Best wishes,
Matt

B_M

TopCashBack_Company_Representative wrote: »

@ B_M - I am pleased Samantha could help you out.

Help me out? :rotfl:
Well, I suppose her 'Go, go, go away, come back another day (in 4 weeks)', was more helpful than, 'Go, go, go away, come back another day (in 4 - 6 weeks)'.
But refusing to accept and escalate a complaint, wasn't at all helpful.
Now, the lady from AXA was helpful. Took my complaint, called back twice and advised that the AXA marketing team confirmed my entitlement to cashback and had contacted the affiliate network to arrange payment to be passed to TCB to resolve matters.
I'll leave it until Wednesday and if not showing as payable, I'll chase up again with AXA. Compensation will be asked for though if extra work is needed.

As I advised the 'helpful' Samantha, Aviva will be next if TCB can't perform. As TCB are only an 'AR' and Aviva the 'principal', I'm not too sure why the notes inform members not to contact Aviva, but to contact TCB. Please advise as I've been told by the FCA to go straight to the 'principal'. Can TCB please correct this error? Also, are the Aviva stats manipulated like AXA's? Do TCB also disregard 1* and 2* reviews with Aviva? Are Aviva's stats incorrect too and therefore misleading?

Shackeng

Shackeng wrote: »

Do not be seduced by the Topcashback offers for Co-op Insurance. I have been waiting over a year for a £60 cashback payment for Co-op car insurance.

Now 15 months, still waiting!:mad::mad::mad: