Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi everyone,

@ skintus_mcgintus – if the items fall under the categories listed then this would be eligible.


@ bxboards – If you email me at mse@topcashback.co.uk I’ll see if I can check to see if we have any more insight on the terms that were not met.


@ MidlandsGlory - Sometimes we can secure our member's exclusive deals as well as cashback rates and we’ll always do what we can to secure more of those.

Best wishes,
Matt

November2

Is TCB winding up? Over the past few weeks I've gone back to using Quidco as every other day they've ran a Bonus cash back promotion. I've been waiting for TCB to respond but they've not had any Bonus offers for weeks now. Seems a bit odd.

ap99

Dear TCB

First of all thank you for all of your assistance and support with previous claims and your whole set up in general from which I benefited greatly.

I recently posted a missing claim about Expedia. This was the third Expedia claim out of just 3 Expedia transactions that has been declined! I have followed the same process for these Expedia transactions that I have followed for the countless 100's of other transactions over the last decade.

Their rejection of my claim just cannot be right! In fact I just knew when I made the transaction that this would not be accepted. I feel cheated. I feel that I am being duped by Expedia.

As you can see from my previous transaction history that I follow the correct procedures consistently.

I am very disappointed with Expedia's response.

Your reply to my claim stated...
"the agency has not been able to identify your sale was completed due to a referral from TopCashback.
Please note, we are not suggesting that you visited another site, it just appears that another entity, such as a cookie from a previous site or promotional offer, has become linked to your purchase and affected the identity of the last referrer to your purchase.
Whilst I appreciate that we do have a record of you visiting the retailer’s page, regrettably this information cannot show us the cookies stored on your device and so, could not be used to assist your claim further."

Do you feel that you could challenge Expedia's reply based on my previous record or at least raise some sort of appeal?

This is most frustrating and annoying.

Regards
Andy

November2

Have been using you regularly however over past month have defected to the 'other site' for the simple reason they are offering continual bonus payouts, have been waiting for you to respond with similar incentives yet you haven't. Any chance of a few bonuses? Seems as if TCB just can't be bothered lately.

bxboards

TopCashBack_Company_Representative wrote: »

@ bxboards – If you email me at mse@topcashback.co.uk I’ll see if I can check to see if we have any more insight on the terms that were not met.
Matt

Hi Matt

As I remain adamant that no terms and conditions were breached by myself (no vouchers used, no items returned and paid in full), I escalated this myself with a 'Final Notice before Action' to Currys directly to CEO level.

This focused their minds somewhat to say the least

I can now report the reason this was declined - TWICE!! - was that Currys were wrongly reporting the order had been refunded.

The following info should be sufficient for this to be looked at your end..

Thank you for your email dated the 21st November 2018, addressed for the attention of our Chief Executive Officer Alex Baldock. As part of the Customer Support Team, your correspondence has been passed to me to investigate and respond.

I was most concerned to learn that your claim for cash back was rejected, and would like to apologise for any disappointment that you have been caused. A case has been created for your complaint, under the reference number CCxxxx162, so that we may note your dissatisfaction.

Having spoken to our Head Office in regard to this matter, I can confirm that the claim was rejected due to the details submitted. When cross referencing the details with Top Cash back, the purchase was in a status of 'refunded', which is of course incorrect. They will now internally investigate this with Top Cashback, so that they can determine why these details were submitted, and ensure that this does not happen again.

So I a nutshell, cashback should have been paid, but quite rightly you could not me because Currys did not pay you. Currys did not pay your because they were wrongly reporting the order was refunded, which was incorrect.

Hope this helps.

TopCashBack_Company_Representative

Hey everyone,

@ap99 – If the tracking network believes another source should be paid looking at their evidence I am afraid there is little we can do to dispute that further. However, it would suggest that something is getting in the way recently that hasn’t been there before so perhaps take a look at any recent changes made to your device. Perhaps you’ve added a new toolbar to your browser or something like that.


@ November2 – Interesting point you raise. Of course, we can’t be 100% sure why these bonuses are being run so regularly and I can see why these may appear more attractive for you in the short term.

However, on the cuff side of that, I’ll be honest with you, in the long term would we be able to run so many bonus, while also giving you the same as or more than the money we get from the retailer? It’s unlikely

Our promise to you is to be the Uks most generous cashback site and we take this very seriously and ensure every penny possible goes back into providing the level of service our members expect of us and that statement.

From securing you the most exclusive rates, to topping up pay out tops and bonuses too. It’s all done in a targeted way to ensure our members benefit the most from using our site.

@bxboards – It is disappointing to hear you have been provided with this reason. As I am sure you know, being a regular user of TopCashback, we don’t report order status back to the retailer or the network. It’s quite the opposite.

Nonetheless, I hope that their investigations do help them to prevent this situation from happening going forward. I will also pass the info that you were provided on to our team so we can investigate this also.

Best wishes,
Matt

bxboards

TopCashBack_Company_Representative wrote: »

@bxboards – It is disappointing to hear you have been provided with this reason. As I am sure you know, being a regular user of TopCashback, we don’t report order status back to the retailer or the network. It’s quite the opposite.

Nonetheless, I hope that their investigations do help them to prevent this situation from happening going forward. I will also pass the info that you were provided on to our team so we can investigate this also.

Best wishes,
Matt

Hi Matt

I don't think Currys are blaming TCB - quite the opposite from my reading of the e-mail. They were marking it as a 'refunded' order so not paying cashback, and I believe when I raised a declined cashback claim after the initial decline, they came back and said it was refunded again hence the false 'failed to follow T&Cs' line they fed you.

November2

I would say the bonus payouts from Quidco would make them more 'generous' as you haven't ran any at all! Given the choice between purchasing via a link that just gives a % cashback and one that gives me £2.50 on top of a %, there's no real choice is there? I just find it very odd that you have run no promotions to keep hold of your registered users, I can't be the only one who has 'defected'.

Topper101

How do I complain to a official consumer board or something like it?
I joined sunbingo and paid £20 as per the offer, and spent the £20 as per the offer.
Now sunbingo declined saying i didnt follow t and c where it was supppsed to be on bingo only, but the t and c's it was never mentioned

Sun Bingo brings you a gaming experience like never before, so dont delay in grabbing these great cashback deals today! As well as all of the Bingo games you are familiar with, including guaranteed jackpot bingo games, you can also play casino games, slots, roulette and blackjack. Play on your mobile or tablet, download the app and check out all of Sun Bingos promotions.

Sun Bingo Offers
Cashback
Online Purchase
Minimum deposit of £15
£5.00

This was back in March and all topcashback can say is they are following it up, which they have done for months.

I followed the t and c's and have been robbed of £20, they must be regulated by someone

thanks

keiran

Anyone else have this bizarre experience with TCB when making manual claims for Zeek transactions?

I supply all relevant info including the order numbers (single, unique numbers generated by Zeek to identify their very own transactions)

Then TCB says that Zeek cannot trace the order numbers and asks me for alternative numbers..... which don't exist .

I have tried all logical arguments, but they keep coming back like a broken record asking for alternative numbers.....

Can anyone help or enlighten in this crazy situation?