Topcashback Questions & Answers

JPears

TopCashBack_Company_Representative wrote: »

Hello everyone,


@JPears – If we submitted your claim any earlier it would be declined, not something either you or we want. If you email [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] with the merchant you used I will look into whether we can include this in the information available on the page.

Best wishes,
Matt

My beef is that no mention is made of the requirement to submit the rental reference back to TCB, once the rental has been completed. Yet another hurdle to jump before any chance of getting payment.
Why is this required? I've already booked and paid in full for the car hire. If the car hire companies systems or yours are so poor they can;'t register the fact the rental has been completed then that might explain why the whole TCB system is riddle with faults and defects.

TopCashBack_Company_Representative

Hello @JPears,

I will be happy to look into this but I am unable to without the name of the merchant.

Best wishes,
Matt

Westin

An update and a report of success following my post #3414 on 5 April.

After making contact with the TCB rep - Matt, I received an email apologising for the delay with the Cooperative Insurance and asking for patience.

I logged into the TCB site yesterday and noticed that on the one year anniversary of taking out the Coop car insurance that my claim of £60.60 has finally been paid.

Credit to Matt if he played a part in pushing things along. He should not however have had to do so as TCB's own processes a systems for investigating claims of missing payments should have sorted this long back. The current system and unnecessary long delays are, at least in my opinion, not fit for purpose at TCB.

As for the Cooperative Insurance, perhaps understandably I did not renew my car insurance with them. Multiple reminders to do so. I was tempted to write to their Head of Marketing to let her know why she might be having a customer retention issue and spending more money than necessary on acquiring new customers. I decided however that the Coop Insurance have wasted too much of my time already.

I will simply NEVER USE COOPERATIVE INSURANCE again.

star2000

After 9 months of waiting for an Argos Pet Insurance claim that has been confirmed but at £0 I have now given up and made a formal complaint to Argos Pet Insurance following the guidelines on this forum. Topcashback have been totally useless despite me chasing the claim several times and just keep telling me to wait and that Argos is very busy as they have lots of claims to process! Argos yesterday said that they have confirmed the payment with Topcashback and say that it is Topcashback's fault that I have not been paid the money. I am continuing to pursue this and will go all the way to the FOS for additional compensation as well as my cashback - it will be interesting to see what they say

B_M

star2000 wrote: »

After 9 months of waiting for an Argos Pet Insurance claim that has been confirmed but at £0 I have now given up and made a formal complaint to Argos Pet Insurance following the guidelines on this forum. Topcashback have been totally useless despite me chasing the claim several times and just keep telling me to wait and that Argos is very busy as they have lots of claims to process! Argos yesterday said that they have confirmed the payment with Topcashback and say that it is Topcashback's fault that I have not been paid the money. I am continuing to pursue this and will go all the way to the FOS for additional compensation as well as my cashback - it will be interesting to see what they say

Simply inform Argos that they, yes they (Argos), are responsible for their agents (Appointed Representatives). Direct them to TCB's FCA current status.

Topcashback Ltd Status: Appointed representative (Reference number: 476080) This is a firm or individual that can act on behalf of another firm (its principal) that is authorised in the UK or regulated in another EEA country. The principal is responsible for the appointed representative's activities.

Let Argos do the work, but still pursue your compensation claim. Up to £50 / £60 is a nominal write off and can easily be authorised, but I usually start off at a lower £30 level.
Remember, you can still go down the FOS route if your promoted cashback is paid, but your compensation is denied (or you want more).
Also advise Argos that their AR (TCB) don't yet have a recognised complaints process. Confirmed by both the FCA and the FOS.
Good luck, but keep at it and keep control. Please post your compensation offer as it may help others who suffer.

My Aviva purchase is nearing 4 months now and hasn't even been confirmed! I may start chasing this up on Friday if not paid, but due to holidays, it could be the Friday after (12th) or the Monday (15th). Part of my mis-selling complaint would be (if not paid), the notice not to contact Aviva. Totally against the FCA's advice.
If I don't post back, then my Aviva cashback has moved to payable and in an acceptable time. Otherwise, I'll update on the progress and compensation.

TopCashBack_Company_Representative

Hey everyone,

I hope you had a lovely bank holiday weekend.

@Westin - I am so pleased your co-op cashback is now payable. That is fantastic news to hear!

@star2000 - I am really sorry to hear that as if the merchant has confirmed the cashback is eligible this should be reflecting in your account. Can I kindly ask you to email me at mse@topcashback.co.uk so I can take a detailed look into your account so I can do some further investigation work into what you have been told?

Many thanks,
Matt

JAG

For the £2.50 Bonus offer that was on during the bank holiday weekend.

It seems that for eBay transactions some people have had the bonus added (pending), but others have not.

Do I need to contact you because my eBay transaction as tracked but not the bonus.

Thanks

star2000

Thanks for people's responses to my post about Argos Pet Insurance. Topcashback have now paid me this cashback as a "goodwill payment" but are still saying they have not received the payment from Argos. Argos are saying they have paid the Topcashback and have not done anything wrong. They have offered me £35 compensation but are saying they are not liable for Topcashback as the appointed representative. I have continued to challenge this as it is not fair for customers to be put in these situations where we are trapped between both parties who are both blaming each other. I will take this to the FOS if required to get further clarity.

B_M

star2000 wrote: »

Thanks for people's responses to my post about Argos Pet Insurance. Topcashback have now paid me this cashback as a "goodwill payment" but are still saying they have not received the payment from Argos. Argos are saying they have paid the Topcashback and have not done anything wrong. They have offered me £35 compensation but are saying they are not liable for Topcashback as the appointed representative. I have continued to challenge this as it is not fair for customers to be put in these situations where we are trapped between both parties who are both blaming each other. I will take this to the FOS if required to get further clarity.

Send Argos this link and tell them to read the highlighted bit until it registers. If it doesn't register, tell them to contact the FCA for further clarity. Until TCB's status changes with the FCA, which could as TCB have applied for a credit license and could be given full status, the 'principal' is responsible.

https://register.fca.org.uk/ShPo_firmdetailsPage?id=001b000000MgCI0AAN

Topcashback Ltd Status: Appointed representative (Reference number: 476080) This is a firm or individual that can act on behalf of another firm (its principal) that is authorised in the UK or regulated in another EEA country. The principal is responsible for the appointed representative's activities.

£35? It's up to you to decide, but is at the lower end of the right-off compensation. I personally would accept that, unless you decide to put in more effort.

Thank you for the update though.

TopCashBack_Company_Representative

Hey Everyone,

Happy Friday

@JAG - The bonuses are being added in as and when transactions have been tracking, but we can certainly check on yours to see why this hasn't been! Could you email in to mse@topcashback.co.uk? Thanks in advance.

@star2000 - I'm sorry this seems to still be ongoing for you. The merchant may have mentioned payment has been arranged however as we don't work with them directly but via the affiliate networks, we aren't able to pass any cashback to members until it's been received through the proper network channels - this may be what our Claims team have meant when asking to wait further, for it to be finalised through those channels. The team are continually chasing up and querying the issue but if you would like it to be looked at further you can pop us an email as Matt mentioned earlier.

Best wishes,
Amber