Topcashback Questions & Answers

Tumi99

Hi TCB

I was looking to chase my Ocado cashback for existing customers (payable for first 5 purchases and I have 3 confirmed and 2 pending) all from from 2 Dec 2022 onwards. So your website states do not open a customer service ticket but a issue a support ticket with no link and then you have to find a well hidden link by going in FAQ which takes you to the following page

www.topcashback.co.uk/help/i-need-to-submit-a-support-ticket/

which states

"As a member, please submit a support ticket for personalised help from a member of our Customer Care team, and we’ll aim to get back to you within 48 hours."

Where you click on a link "submit member support ticket" it only takes you here with no options to issue a support ticket

www.topcashback.co.uk/account/enquiries/tickets/supporttickets/

Round in round in circles you go so how is one supposed to raise such a 'support ticket'? Deliberately this way?

Tumi99

See the link now

www.topcashback.co.uk/account/enquiries/tickets/submit/

Schnurrbart

Hi TCB

I've received a message in my account regarding the recent TopGiftCards issue. Part of the message reads:

"We, along with our gift card provider, WeGift who will shortly rebrand to Runa, tried everything we possibly could to have this issue resolved without having to ask you to take further action, but unfortunately it isn’t possible.

Therefore,if you are concerned about your credit record, we will issue you a letter on Runa’s behalf that you can then take to your bank to request that the record be removed due to this being a genuine error."

Firstly, I note that this is a "request", which presumably my bank could refuse.

More importantly, how will my bank removing the record result in the transaction being removed from my files with the credit reference agencies? It is the presence of the transaction on people's credit files - not their bank records - which will have an adverse impact on their creditworthiness.

I will request the letter, but as things stand I don't see it being of much help. Meanwhile, I would be grateful if you could answer the question above. I just can't see how the bank removing the entry from its records (assuming they consent to do this) will result in the entry being removed from credit files.

Thank you.

TopCashBack_Company_Representative

Schnurrbart said:

Hi TCB

I've received a message in my account regarding the recent TopGiftCards issue. Part of the message reads:

"We, along with our gift card provider, WeGift who will shortly rebrand to Runa, tried everything we possibly could to have this issue resolved without having to ask you to take further action, but unfortunately it isn’t possible.

Therefore,if you are concerned about your credit record, we will issue you a letter on Runa’s behalf that you can then take to your bank to request that the record be removed due to this being a genuine error."

Firstly, I note that this is a "request", which presumably my bank could refuse.

More importantly, how will my bank removing the record result in the transaction being removed from my files with the credit reference agencies? It is the presence of the transaction on people's credit files - not their bank records - which will have an adverse impact on their creditworthiness.

I will request the letter, but as things stand I don't see it being of much help. Meanwhile, I would be grateful if you could answer the question above. I just can't see how the bank removing the entry from its records (assuming they consent to do this) will result in the entry being removed from credit files.

Thank you.

Hey,

Our team will be reply back to you through your support ticket as soon as possible.  We worked solidly to create the best solution possible to navigate the situation.

Our aim throughout has been to do as much as we can to support our members with this unfortunate error. This letter aids those who need to speak to their bank by providing a detailed explanation of what happened.


Best wishes,
Matt 

Schnurrbart

Hi Matt

Thanks for the prompt reply.

I've requested the letter in reply to the support ticket, and I await both this letter and the further response that you refer to above. I posted about the issue here, as well as through my TCB account, as I thought that your replies might be of benefit to others who share my concerns.

I know that I'm repeating myself in what follows, but that is only because it seems that TCB still don't fully understand the point I'm trying to make (and your reply above seems to skirt around it).

A letter to the bank is only helpful (possibly) to those who have been refused a refund of the credit card fees (so I'm not saying that it's totally useless - those people may now get their refunds thanks to the letter). But the potential damage caused to credit ratings for those who were affected (i.e. those, like myself, for whom the gift card purchase was categorized as a cash advance, which adversely affects credit ratings) is a far greater problem, and - please correct me if I'm wrong (I'd like to be wrong) - giving the letter to one's bank will not result in the credit reference agencies removing the transaction from their records.

So, basically, some people may (or may not) get a previously-refused refund of fees on the basis of this letter, but I can't see how the letter will repair the damage caused to people's credit files, the potential long-term impact of which is far greater than the loss of a few pounds in transaction fees.

I am aware that TCB have been trying very hard to fix this problem, and am grateful for their keeping me personally updated via emails and the support ticket (as well as for refunding the fees), so please don't think that I am complaining just for the sake of it; I'd really rather not be typing this at all. The complaint I had all along, and which persists, is that the credit file aspect of this issue has still not been adequately acknowledged or addressed, and - unless I'm mistaken - the letter to one's bank will not undo the damage caused to people's credit files.

TopCashBack_Company_Representative

Schnurrbart said:

Hi Matt

Thanks for the prompt reply.

I've requested the letter in reply to the support ticket, and I await both this letter and the further response that you refer to above. I posted about the issue here, as well as through my TCB account, as I thought that your replies might be of benefit to others who share my concerns.

I know that I'm repeating myself in what follows, but that is only because it seems that TCB still don't fully understand the point I'm trying to make (and your reply above seems to skirt around it).

A letter to the bank is only helpful (possibly) to those who have been refused a refund of the credit card fees (so I'm not saying that it's totally useless - those people may now get their refunds thanks to the letter). But the potential damage caused to credit ratings for those who were affected (i.e. those, like myself, for whom the gift card purchase was categorized as a cash advance, which adversely affects credit ratings) is a far greater problem, and - please correct me if I'm wrong (I'd like to be wrong) - giving the letter to one's bank will not result in the credit reference agencies removing the transaction from their records.

So, basically, some people may (or may not) get a previously-refused refund of fees on the basis of this letter, but I can't see how the letter will repair the damage caused to people's credit files, the potential long-term impact of which is far greater than the loss of a few pounds in transaction fees.

I am aware that TCB have been trying very hard to fix this problem, and am grateful for their keeping me personally updated via emails and the support ticket (as well as for refunding the fees), so please don't think that I am complaining just for the sake of it; I'd really rather not be typing this at all. The complaint I had all along, and which persists, is that the credit file aspect of this issue has still not been adequately acknowledged or addressed, and - unless I'm mistaken - the letter to one's bank will not undo the damage caused to people's credit files.

Hey,

The letter, we hope, will act as an official verification of the issue so the bank/s can rectify the transaction or if it is flagged as a specific issue, will be enough evidence for it to be ignored if it is affecting credit score.

We appreciate this may not be a silver bullet but we worked solidly to create the best solution possible to navigate the situation.

Our aim throughout has been to do as much as we can to support our members with this unfortunate error.

Best wishes,
Matt

kuepper

It's over a YEAR since I booked a holiday via TopCashback and 9 months since I returned from said holiday. The amount of cashback was confirmed falrly quickly after booking but after all this time it's still not become 'payable'. I've gone through the support ticket process but all I get is being asked for patience and that i'll get paid anytime now - yet back in January I was told this would become payable in  'a few days to a month'!

TopCashBack_Company_Representative

Hey Everyone 

Hope you are all having a Magic Monday

@kuepper -If you could please drop us an email at mse@topcashback.co.uk and we can take a closer look to see what more we can do to get this moving with the affiliate network and retailer. We do see travel cashback take time to progress and rest assured we do work hard to get cashback to members as soon as possible. 


Best wishes 
Phil 

kuepper

TopCashBack_Company_Representative said:

Hey Everyone 

Hope you are all having a Magic Monday

@kuepper -If you could please drop us an email at mse@topcashback.co.uk and we can take a closer look to see what more we can do to get this moving with the affiliate network and retailer. We do see travel cashback take time to progress and rest assured we do work hard to get cashback to members as soon as possible. 


Best wishes 
Phil 

Money in my bank account already, brilliant service Phil thank you

gininteacups

Hi all,

I was just wondering:

After clicking through from TopCashback to order with Morrisons, a few days later I needed to add extra items to the delivery so, without thinking, I headed direct to Morrisons and made the changes but should I have re-clicked from TCb again to obtain their reward (or do Morrisons 'know' where I came from the first time and so increase the cashback value without fuss)?

There's so much to remember with money saving and I may have lacked here, lol!