Topcashback Questions & Answers

B_M

kuepper wrote: »

just done my first payment and discovered I have a £5 admin fee decucted. I didn't realise there were 2 levels of membership, I don't remember joining the plus version. How can I go back to ordinary membership or find out which would be most advantageous?

TCB placed the onus on the member to downgrade after the free trial of PLUS membershipthey will have placed you on, so unless you opted to return to 'normal' non paying membership, you will have carried on with the PLUS membership.
They will revert you back if you don't want to be a PLUS member, simply put in a support ticket requesting that you want to go back to 'normal' membership and TCB will make any adjustments needed.
http://www.topcashback.co.uk/Help/54

Quite a few have been caught out it would seem. Strange idea to say the least!

I think you need to receive (actually receive) over £125 in cash back to make it viable. There are competitions though also for your fiver. ;-)

haybel19

I did the current SuperCasino offer- deposting and playing with £20 to get £52.50 it has tracked but at the wrong rate of 31.50. I have raised a claim is there anything else I can do ? why would this happen? offer is very clear and still on site.

TopCashBack_Company_Representative

Hi there,

@allan1954, I am sorry to hear that your claim has gone on to be declined, a click record is created even when a purchase is not made, it is a reference should a claim need to be lodged at all. I do apologise that we have not been able to provide a positive resolution on this occasion, should you have any questions regarding this outcome, please do not hesitate to respond via your claim thread.

@ kuepper, we would be more than happy to go through your options to downgrade your account to Classic Membership, could you contact us on a support ticket so that we can do this, or if you would rather, you can contact me at mse@topcashback.co.uk.

@haybel19, I am sorry to hear that this has tracked at a lower rate than expected, I cannot say why this has been the case but I can assure you that our Claims Team will do all they can to get this uplifted to the £52.50 you are expecting. Could you allow your claim to progress? I hope that this goes on to be successful for you!

Kind regards,
Samantha

legendkiller2k8

Pleased to announce my Primus cashback has now moved to payable.
Still nothing on greedy Sky or con artist direct line though.

ANGRYMAN

I used topcashback to change my gas and electricity supplier in march this year. The deal was for £40 cash back. it has finally become available but the website will only let it be withdrawn as a gift card not as cash as was the original offer. This is a total dsgrace and breach of contract. What can be done about it, apart from only using Quidco in future1?

Angryman.

miss-money-penny_2

Tcb
I created a support ticket when my confirmed cash back had passed the estimated payment date, 6-8 weeks. your reply was to wait until 4 weeks after the estimated date before contacting you again.

i asked for an update after 14 weeks, the reply was to wait until the estimated payment date, now 10 weeks, no comment about 10 weeks being 4 weeks ago, but it gives a link and suggests i click it, saying i should look at it and follow its advice, the link says

"Transactions are usually confirmed in 2 to 6 weeks. They should become payable 60 - 90 days after the event date, unless otherwise indicated on the Avg Payment Speed statistics (or in the notes) above. Recurrences may be limited"

today your message informs me

"We last received a payment from this merchant during June 2014, for transactions in April 2014"

every time you reply and change the rules your being patronising, misleading & offensive. once a transaction is confirmed you should be committed. if you fail to meet your targets you should pay me, the time you spend pacifying customers could be used to do what you promise to do. all this is for £1.86. its not free cash, the time i have spent chasing it means I'm earning about 5p an hour, but its MY £1.86 so i will keep bugging you for it, what do you advise i try next?

TopCashBack_Company_Representative

Hi there,

@ANGRYMAN, there was a change in legislation brought in by Ofgem between the 01/01/2014 - 25/03/2014, this meant that energy suppliers were not allowed to offer cashback for fuel switching transactions as they felt that members may be encouraged to change to a tariff that offered the highest cashback rate rather than the tariff that best suited the member's situation. Any transactions made within this time are only able to be withdrawn via giftcard and we were sure to put this information on each of the merchants page. I do apologise if this was not clear though.

@miss-money-penny, we do ask that members allow 4 weeks to pass after the estimated payable speed before a support ticket can be lodged. We are only able to provide estimates based on the merchants previous payment speed and on occasion, it can take longer for the cashback to come through, however, until the cashback is received, we are not able to pass this forward to our members.I do apologise that you feel we have been patronising and misleading, I can assure you that this is not our intention at all and I would be happy to take a look into your transaction for you. So that I can do this, could you email me at mse@topcashback.co.uk with your transaction details?

Kind regards,
Samantha

greenteam

Just like to add my experience with TCB. Used TCB to purchase mobile from Direct Mobiles on 11th April , completed purchase in one session. Purchase never tracked so submitted missing claim, after several weeks had reply from TCB informing me with the all too familiar statement of “'Another marketing channel was credited with the sale'. Contacted customer services at Direct Mobiles who responded very quickly, that they HAD paid TCB on 28th April. Re-laid this back to TCB who appear to dismiss this. And also told by TCB to “refer all enquiries relating to your cashback to Top CashBack?” Think I may have touched a nerve going direct to mobile Direct Mobiles. I have three recent transactions similar to this where it was claimed to have never tracked.
I think something is not right here!

TopCashBack_Company_Representative

Hi greenteam,

Thanks for geting in touch.

I am sorry that you have experienced this issue please could I ask you to email in your Topcashback email address and the transaction details and I will take a look into this for you.

Please can you kindly email mse@topcashback.co.uk

I will look forward to hearing from you.

Many thanks
Sally

BartyBoy

I must say, I have had problems with my cashback with TCB three times now since I joined them 2 years ago. It has started to make me think the whole 'declined cashback' is a bit suspicious.

Incident 1

I booked a hotel room with Holiday Inn via the TCB website in 2 different occasions a year or so ago. For 'some technical reasons', none of these bookings were tracked, so I had to lodge a claim for each booking manually. The whole claim process took over a year - messages sent forwards and backwards number of times - then TCB told me Holiday Inn refused to pay me any cashback, I was not happy at all. In the end, TCB said there was nothing they could do, but they offered me a 'fair play deal' that they would give me 50% of the initial cashback from their own pocket. I was obviously disappointed I didn't get the full amount, but then I agreed to TCB to take the 50% cashback as a one off incident.

Incident 2

Few months ago, I made 3 orders with Ocado via the TCB website. All these purchases were tracked and shown on my account. I should get £18.18 cashback from Ocado. Then a month or so later, the £18.18 cashback turned to £0 for some reasons, then later it was removed completely from my account. I lodge a claim for all 3 Ocado purchases. TCB told me they would contact Ocado to find out what was happening. Once again, messages were sent forwards and backwards few times, then last month TCB got back to say Ocado still refused to pay me cashback and Ocado did not explain the reason, therefore I am not getting any cashback for this time. The whole thing is pathetic. I followed the link to enter to the Ocado website and spent the minimum requirement to be qualified for the cashback, but in the end I got nothing. So £18.18 cashback has just gone for no reason.

Incident 3

I booked 3 hotel rooms with ebookers via the TCB 3 weeks ago. All bookings were tracked and the total cashback was £164. This figure stayed on my account until yesterday. All these 3 bookings disappeared completely from my account. Once again, I had no idea why they are not on my account anymore, so I wrote to TCB to report the issue. I am told the cashback has all gone on to be declined. This is the third time it happens to me, it really makes me start to think there is something not right here. A cashback stays in pending for weeks and months, but now my £164 cashback has got declined just in 3 weeks? The cashback for hotel bookings cannot be verified/comfirmed until I have physically stayed at the hotels (just in case I cancel the bookings beforehand), but TCB claims my cashback has already been declined (by ebookers??), how does that work?