Topcashback Questions & Answers

POPPYOSCAR

Hi TCB

I received the message about the charges on the credit cards for gift cards bought recently.

However, my daughter who has incurred these charges has not been contacted by you. Why is this please?

POPPYOSCAR

Also can you assure us that this will not happen again please?

Thank you.

POPPYOSCAR

Also can you assure us that this will not happen again please?

Thank you.

TopCashBack_Company_Representative

Hey Everyone 

I hope you are all having a fancy Friday


@ivtechcivic - please reach out to us at mse@topcashback.co.uk and we can take a closer look at the amount of cashback that we have been passed for your purchase. 

@POPPYOSCAR - We have contacted everyone who was potentially impacted by this, and are working to support all affected members and rectify the issue for them. The issue with TopGiftCard has now been fixed and it is back on site following vigorous testing. We are confident the issue will not reoccur.

Best wishes 

Phil

Schnurrbart

TopCashBack_Company_Representative said:

@POPPYOSCAR - We have contacted everyone who was potentially impacted by this, and are working to support all affected members and rectify the issue for them. The issue with TopGiftCard has now been fixed and it is back on site following vigorous testing. We are confident the issue will not reoccur.

@TopCashBack_Company_Representative - You have not contacted me, despite my being one of those affected. You did reply to the message I sent you about the charge, but I have not received this other email you purport to have sent "everyone". This email may have included additional important information, for all I know.

Secondly, your refund of my £0.50 charge, plus a 'goodwill' payment of an extra 5 pence (!) doesn't come close to rectifying the issue, given that the charge has the same classification as a cash advance from my credit card account, and will therefore have a damaging effect on my credit rating. You may be confident that there won't be a repeat episode of this in the future, but for many of us the damage has already been done. In light of the adverse effect on my credit score, your payment of an extra 5 pence is, quite frankly, insulting, not to mention that you consider this to be supporting a customer.

Will TCB or the company processing the payment be contacting the credit reference agencies to get the entry removed or amended? Or do we have to add a note to our credit files to state that the payment was for a gift card, not a cash advance (a claim which we cannot prove, and which therefore might not be believed)?

I'm very disappointed that TCB do not appear to fully understand the seriousness of this issue in terms of the effect on customers' credit rating, or to be genuinely committed to rectifying it.

TopCashBack_Company_Representative

@Schnurrbart,

I've dropped you a reply to your email in to us too. I can confirm we are urgently looking into this specific point for them and will be in touch with you tomorrow through your email thread with a follow up update.

Best wishes,
Matt 

prettysmudge

Hi I am hoping to get a clearer answer. I purchased car insurance through Confused.com via TopCashback in September 2022. I queried in January why I hadn't received my cashback of £40 to be told basically just wait. Then February it went to Confirmed and now we are in April and it's still not at payable....that's 7 months since I purchased the car insurance?!?!

TopCashBack_Company_Representative

Hey Everyone 

I hope you are all having a not so windswept Wednesday. 

@prettysmudge - From experience we do see insurance comparison cashback take longer to progress to payable as they would need to allow any validation periods and hear back from the provider that a purchase was kept before getting this to the affiliate network who would check over the purchase tracking for eligibility. We can take a closer look to see what more we can do to get the cashback moving with the affiliate network if you drop us an email at mse@topcashback.co.uk 

Best wishes 
Phil 

msfb88

Hi TCB!

I had £75.60 cashback from Disneyland Paris, t had got to confirmed but it hadn't yet progressed to payable. However, it has today just completely disappeared from my earnings list, like it never existed, any ideas?

Thanks,
Mat

TopCashBack_Company_Representative

Hi Everyone 

Hope you are all having a mystical Monday

@msfb88 - Our team are currently investigating a small number of transactions changing with the affiliate network with the retailer you have mentioned. If you could please drop us a email at mse@topcashback.co.uk and we can check this over with our team 

Best wishes 

Phil