Topcashback Questions & Answers

youngretired

My husband has got an issue regarding a purchase. Back in November 2019 he made a purchase with Boots and this tracked at 2% £1.57. The advertised rate was 4% so he put in a incorrect tracked claim for the remaining amount (which was submitted in December).
This purchase became confirmed at £1.57 in April 2020 and then payable at £1.57 on 7th June 2020 (photo evidence). He never withdrew the money as was waiting on the claim, as was hoping that this would now be agreed where it was a straight forward incorrect claim and not missing.
3 weeks later 28th June 2020 Topcashback removed the payable cashback from his account and moved the funds back to confirmed but only at the rate of 64p. He has been in contact with the Support team and they advised that there had been a processing error and that is why the money was reversed back to confirmed (even though Topcashback had had payment from Boots in June for November) and it took 3 weeks to recognize this error.
The issue my husband has is that surely the cashback should be reversed back to the original tracked amount of £1.57 and not at a lower rate and also what would have happened if he had withdrawn the cashback, instead of leaving it in his account?
He has never had an issue with Topcashback in the past but this experience has now made him wary of leaving a slightest amount of money in his account, as Topcashback clearly state that they only make the money available once they have received it, but in this instance are saying that they hadn't received the money.
This transaction has now been over 35 weeks and the claim 31 weeks with no cashback and no end in site.

TopCashBack_Company_Representative

Hello everyone, 
I hope you are enjoying your Sunday. 

@youngretired Hello, I am very sorry to hear about this issue your husband has been having with this transaction. If you could send an email to mse@topcashback.co.uk (please make sure to include the account email) then we will be sure to have a look and see what is going on in order to help you both further. 

Best wishes, 
Charlotte

youngretired

Hello Charlotte
Thank you for your response. My husband has just sent his email as requested. He has sent 2 as the first one he hadn't put his account email within the email, as it is the same as the one that he sent the email from.
Regards

youngretired

Hello Phil
Thank you for resolving my husbands Boots transaction.
Regards

davideo1981

When they to do reply they tell you wait it could take many months. (This was after 4 months this led to an overdose) I've always paid together energy on time. This cannot be legal any advice would be appreciated.

davideo1981

They meant to get back in 48 hours been waiting 6 days. Last time they replied it took 2 weeks.

davideo1981

This is what I got after of waiting for 4 months and 2 weeks to reply

davideo1981

Sorry 3 weeks they took to reply

davideo1981

Anyone else in the same situation??? If so e mail me and we can take legal action together

TopCashBack_Company_Representative

Hey Everyone 
Hope you are all having a great start to the week

@davideo1981 I am sorry that you are not receiving the information you are looking for. Our team are working hard to get resolutions for claims from the affiliate network as soon as possible but they would need to follow a strict process to dispute and receive a resolution for claims. 
I can see that you have posted on Social media and our team are currently looking into this and are trying to help you further. We will of course try everything we can to help and hope we can get a resolution for you soon

Best wishes 

Phil