Topcashback Questions & Answers

B_M

@TCB - is there an issue with submitting claims?

I've tried this morning, but although there is a record of the merchant showing in my account (still at £0.00), I can't progress a claim (for the wrong amount) as when I try, it states no clicks recorded!
Possibly an issue as it won't allow me to select a date (as it should) and that line asks for another merchant!
My purchase should have uplifted to £84, but as it's for a financial product, no real worries.
If TCB can resolve this though, rather than 'jumping through hoops', it would be appreciated.
Maybe a new merchant and a lack of info? (stats limited and no reviews)
Thanks

bxboards

worried1706 wrote: »

Hello,
I purchased a life policy through Royal London on 1 December 2016.

Can you help please as I'm feeling very frustrated at the answers I've received to my questions.

Kind regards

As this is a financial product i would go straight to the merchant with a miss-selling via unpaid financial incentive complaint. It will need to be a Complaint.

If you have screenshots of the promotion, enclose a print out if you write or an attachment if you e-mail.

Its not acceptable to wait 7 months for this - while I am a big fan of TopCashBack, I do not feel they are sufficiently robust pursuing merchants who promote a certain rate and pay less. While their own process may eventually get you pad what is owed, it will take several more months stuck in 'waiting for merchant' limbo - a formal Complaint direct to the insurance company should rectify it within a week I suspect.

worried1706

Thank you bxboards, I have no idea why but that hadn't occurred to me. I've called Royal London and they're following it up. I should get a call back early next week I've been told.

Kind regards
Sue

TopCashBack_Company_Representative

Hi All,

@Neondude – I do believe a message has been added to this page that explains these transactions may track lower and should correct by validation.

@worried1706 - This merchant awards this cashback later down the line - it can happen even after the cashback is payable, we’ll be happy to look into this more closely when we can see purchase date etc and therefore I kindly ask you to email mse@topcashback.co.uk

@Huwbert – Do you mean this is still showing as pending or payable? If it’s showing as payable you just need to request this on the payout tab section of your account.

@B_M - do you mind either dropping us a support ticket or an email to mse@topcashback.co.uk so we can look more closely into the issue you are having?

@bxboards - We will always do our best to get claims resolved swiftly. However, ultimately, even if we give the commission we earn back to members who purchase it still is commission and has to be treated as such. Therefore we have to follow the same procedures as any other commission source that believes it has been paid incorrectly.

Please always bear in mind that this is a commission that we give away, we're not 3rd party sellers that entice you with deals in order purchase. We give you the opportunity to earn cashback on a purchase you would be making regardless of the cashback.

I hope this helps everyone.

Best wishes,
Matt

wishuponastar

bristolleedsfan wrote: »

https://www.resolver.co.uk/companies/good-energy-complaints

I couldnt help not notice scrolling down sorted by newest date first someone in October 2016 used resolver tool :T

https://www.topcashback.co.uk/good-energy/reviews/1

bristolleedsfan: Thanks, I have sent you a PM.


Matt (TCB): I understand that cashback may be a complex process especially as in my case when it tracks at the wrong amount. Given the amount of similar issues mentioned on here alone suggests it is a common complaint so not too unusual.


Of course, I agree with you in that I'd rather TCB look into it than just close the case without resolution. To be honest, I didn't think TCB would consider it an option to close my case without a resolution, as I don't think that is fair and right to do.


To be fair to me I have been waiting nearly one year as TCB were notified of the wrong cashback amount tracking at the end of August 2016 last year, which I feel is a decent amount of time for things to have been put right and resolved. I appreciate the team are working hard to resolve this and I'm hopeful things will get sorted soon.

B_M

TopCashBack_Company_Representative wrote: »

@B_M - do you mind either dropping us a support ticket or an email to mse@topcashback.co.uk so we can look more closely into the issue you are having?

Thanks, I added to my ticket today, but no response as yet.
Tried to lodge a claim again this afternoon, but same issue. I'm not given the option of selecting the transaction (date and time), but again offered another line to select the merchant, which you can't. So, you can't progress with a claim!

Huwbert

Hi Matt,

It's still showing as pending.

Many thanks

wishuponastar

bristolleedsfan wrote: »

https://www.resolver.co.uk/companies/good-energy-complaints

I couldnt help not notice scrolling down sorted by newest date first someone in October 2016 used resolver tool :T

https://www.topcashback.co.uk/good-energy/reviews/1

Thank you, I think it's more Topcashback that should be getting the complaint on Resolver, more than Good Energy so I've requested that.


Great tip about Resolver, it's very user friendly. Thanks again for advice.

Don't_Know_Joe

I bought a Home insurance policy with Admiral last Nov. The £62 cashback offered made the premium attractive. But I have now been denied the cashback. I put in a claim, but I got a standard, non-specific reply saying it is "likely" I did not meet any of half a dozen generic criteria. The reply did not say which specific criteria I did not meet. But having looked at them, I don't think I do fail any of the criteria e.g I haven't subsequently cancelled the policy. It is still in place. I just get the impression, Topcashback didn't look into this properly and are just fobbing me off by sending a standard response.

thor

TopCashBack_Company_Representative wrote: »

Hello thor,

I am sorry to hear that. I am afraid when a merchant admittedly declined cashback for a reason they believe is true there is nothing further we can do.

With argos,there was an issue with the time it took them to resolve claims which our team have worked solidly to get sorted and get the resolution time down which has happened. However, I appreciate if you were one of the members we couldn't overturn the claim for this can be frustrating.

Best wishes,
Matt

What is ticking me off is that I have sent topcashback the email I received from Argos themselves admitting that I did not return the order. I wanted to know how Argos would have responded when shown this proof but TCB customer services appear not to have bothered trying this approach.