Topcashback Questions & Answers

PinkLady25

Hi TCB

I have got a claim open that has been ongoing now for a number of months; I took out an existing customer offer and after lots of back and forth between your reps and Sky (who were extremely unhelpful - said transaction not completed online, but it was - have the email to prove it!), the cashback went to confirmed.

Logged into my account today and the cashback has now gone to payable at £0 and the retailed has changed to Sky new customer offer which is incorrect.

I'm so frustrated about this - I signed up for a further 12 months of broadband and line rental based on this offer, and 6 months of sky sports and movies. Plus had to pay a £50 fibre activation fee. I was considering leaving Sky for an alternative provider and it was TCB deal that swayed me to stay.

Can you help at all?

Thanks.

steve1500

Have just done a first online shop with Asda. Deal is spend £50 and get £10.50 back.

Placed the order which was just over £50 and has tracked at zero as it said it would

The order has now been delivered. Asda could not fulfil part of the order or supply a replacement item, The total of the invoice is now under £50.

Will I still get the £10.50 TCB or should I just go straight to Asda & complain - stating the only reason for doing the online shop in the first place was because of the TCB & asking them for the money?

I am guessing I will be on a time scale!!!!

TopCashBack_Company_Representative

Hi there,

@PinkLady25, I am sorry to hear that your transaction has gone payable at 0.00. Please do not be concerned by the title as these will often track as a new customer offer even if it was an existing customer purchase. However, I would like to take a further look into this for you, could you email me at mse@topcashback.co.uk so that I can do this?

@steve1500, I am going to get some clarification on this for you. Could you email me at mse@topcashback.co.uk so that I can keep in better contact with you once I have received a response.

Kind regards,
Samantha

anipri

TopCashBack_Company_Representative wrote: »

Hi anipri,

I am afraid that I do not have any updates to pass on to yourself as these kinds of enquirys are dealt with by a separate team. I do apologise that I am not able to provide you with any further information but please be assured that our team will do their best to get back to you as soon as possible.

I would like to apologise for the delay that you are experiencing in receiving a response, I hope that we are able to get this resolved for you soon.

Kind regards,
Samantha

Hi
Thanks for your reply.
Could you please pass me on the contact number/mail id of the concerned department as I am yet to access my TopCashBack account for more than 3 weeks now.
I have quite some amount money present in my account which I want to cash back urgently.
Many thanks for your help.

Regards
//Anirban

bribarty

TopCashBack_Company_Representative wrote: »

Hi bribarty,

I do apologise that you have not received a response as of yet, we are currently experiencing a delay in responding to these kinds of enquiries. could you kindly allow up to 10 working days from the date that your email was sent, for a response to be received?

I would like to offer my apologies for this delay, thank you for your continued patience.

Kind regards,
Samantha

As requested I have now waited 10 working days and still I have not any response not even an acknowledgement that my account issue will be looked into and my patience is starting to get really thin.

Regards

Brian

jamichi1

TopCashBack_Company_Representative wrote: »

Hi there.

@jamichi1, I am sorry to hear that after your wait, your transaction went on to decline. Instances like this are rare and we will always do our best to resolve these as swiftly as possible. I do apologise that we were not able to further assist you with your transaction in this case.

Kind regards,
Samantha

Its not simply "a wait". It was a long-wait for a claim to be accepted, which then went to "confirmed" and then many months later to "declined". If that is acceptable for you, then I'm really sorry to hear that...

TopCashBack_Company_Representative

Hi there,

@Anirban, @Brian, I do offer my apologies for the delay in responding to your enquiries. I am going to speak with the relevant department and see what I can do to assist with this for you.

@jamichi1, if a merchant will not allow us to further appeal a declined decision, there is little that we are able to do then assist you further. I do apologise that this has been the case, I wish that there was more that we could do to turn this decision around for you.

Kind regards,
Samantha

Jue_xx

Is TCB having problems with the shopping app on iPad? I have just tried to upload a receipt to claim 30p back on PGTips, and although it looks fine using the iPad camera, once the photo is taken it looks blurry, and I don't even need to submit it to know that the cashback claim will immediately be rejected.

I will email you at [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] with a clear photo.

gary44

I bought Green Flag breakdown cover on the 4th December, tracked for the correct amount, but a month later changed to 0.00 at the end of January. Raised a claim on 4th Feb.
From then until now ive heard nothing from topcashback regarding my claim, despite sending a couple of nudges
Looking at the topcashback forums im not the only one this has happened to, and topcashback has done nothing to help any of them
yet they still advertising Green Flag on their TV advert.
Is there a reason why topcashback dont seem to bother responding to Green Flag claims?

TopCashBack_Company_Representative

Hi there,

@Jue xx, thank you for your email, I have now passed your images forward and you will receive a response to your Snap and Save purchase via a support ticket. In regards to the iPad app, I have not had any further enquiries regarding this. However, I will get this tested and inform the relevant Team if there any issues that need addressing at all.

@gary44, the claims process can be quite long-winded due to the channels that have to be followed. We do not work directly with the merchant but via their affiliate marketing network, this does mean that sometimes it can take a few months for a full resolution to be received. Our Claims Team are not always able to provide regular updates as we simply do not have any information to pass forward until we have received this from the merchant and their network. Please be assured that as soon as any information has been received regarding your claim, our Claims Team will update you on your claim thread. I hope that we are able to provide you with a positive outcome to your claim soon.

Kind regards,
Samantha