Topcashback Questions & Answers

POPPYOSCAR

ajavaid92 wrote: »

My account has been suspended because both my mother and I have an account at the same address. There is nothing in the terms and conditions to state that two different individuals living in the same address cannot have separate accounts.

I have quite a lot of cashback in the account, so I find this rather peculiar that TCB have suspended my account after accumulating so much cashback! Plus, now no-one is responding to any of my queries through email.

Could you please look into this?

How do you know this is why you have been suspended?

We have two accounts at the same address with no problems.

bristolleedsfan

Did Nationwide Current Account via Quidco within last 48 hours as TCB dont have the merchant offer, tracked for full amount within 24 hours and then got a email asking me to verify the transaction, in this case name and postcode, info of which will go to merchant and once confirmed transaction will have confirmed status.

Let me contrast this with Santander Current Account done via TCB in January, tracked as 0.00, after a couple of months didnt uplift to full amount and now have a claim that may well take 2-3 months or maybe longer.

Why couldnt procedure adopted by Quidco re Nationwide Current Account have been adopted by TCB re Santander Current Account this giving the merchant opportunity to confirm the transaction in first instance rather than having to put in a non uplifting claim after a couple of months.

Have to say not looked at TCB forum for yonks, all that money spent on TV advertising, if a new member looks at TCB forum and/or its new blog and sees all the negatives will run a mile.

TCB better off scrapping its 10.00 referral payment offer and all the money spent on TV advertising IMHO and spend the money on xtra resources either getting the long standing valid transactions paid or pay up long standing valid transactions otherwise more and more TCB members will be using Quidco who in recent times appear to be more focused on getting valid transactions actually paid and also appear to be running a very slick operation with more email notifications sent when transactions change status than TCB do.

http://www.topcashback.co.uk/blog/faster-payments/view/

http://forum.topcashback.co.uk/default.aspx

Georgiegirl256

POPPYOSCAR wrote: »

How do you know this is why you have been suspended?

We have two accounts at the same address with no problems.

So do we. You're allowed an account each.

TopCashBack_Company_Representative

Hi everyone,

Thank you for getting in touch.

@T-b-p, if you use a code not posted by TopCashback on the merchant's page this would usually invalidate the cashback. I am pretty sure that this would be the case here, but feel free to submit a support ticket from the following link so that the customer service team can double check for you. This way, we can keep your enquiry on file and respond to you when we have an answer-

http://www.topcashback.co.uk/Help/54

@Heisenberg II, I'm glad that your issue is now resolved. This was a technical error but we were able to fix it reasonably quickly.

@Bootsalebargains, whilst most of these Sky transactions are paid, there are a few missed ones. I have sent over all of the details to the merchant's network and they are working through them now. Hopefully this will be payable in the next few weeks.

@bristolleedsfan, I can see that this may appear that we have an issue with the system but each merchant has a very different procedure and may work with different affiliate networks. It would not really be advisable to compare 2 different merchants form different affiliate networks.

The system used for Santander transactions where they track at £0.00 and update is not one that TopCashback have implemented, but is dictated by external factors. The vast majority of these do track and uplift without issue and I do apologise that you have had a problem with yours.

Again, the claims system can take time as we are dependent on the merchant approving the claim and this must move through a number of channels before it gets back to you. If you don't have a positive outcome on your claim after 12 weeks of lodging it, can you email me at [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] and I will get you an update?

@ajavaid92, POPPYOSCAR and Georgiegirl256, our terms and conditions simply state that members can have one account only. It is completely fine for more every member in a household to have a TCB account if they wish.

In some cases, our system will detect similarities between two accounts which could suggest that the member has multiple accounts. Where this happens, our memberships team will investigate and get in touch with the member in question.

Unfortunately, I am unable to deal with these issues and any queries regarding a suspended account need to go through the correct channels.

@ajavaid92, can you reply to the email you received from the memberships team? I am sorry that I can't help here.

I hope that this answers everyones questions. Please post back if you have any more!

Best wishes,
John

Georgiegirl256

[QUOTE=TopCashBack Company

@ajavaid92, POPPYOSCAR and Georgiegirl256, our terms and conditions simply state that members can have one account only. It is completely fine for more every member in a household to have a TCB account if they wish.

Best wishes,
John[/QUOTE]

Yeah I know, that's what I was saying!

TopCashBack_Company_Representative

Hi Georgiegirl256,

Sorry, I know that was the point you were making. I just didn't want to leave you out!

Thanks, John

POPPYOSCAR

Hi John

What is going on with Tesco?

I have never had a problem with using Safari before and getting cashback and now I cannot get cashback from Tesco.

Why is this?

Georgiegirl256

TopCashBack_Company_Representative wrote: »

Hi Georgiegirl256,

Sorry, I know that was the point you were making. I just didn't want to leave you out!

Thanks, John

Awww bless! Thank you

TopCashBack_Company_Representative

Hi POPPYOSCAR,

We were made aware that there were possible tracking issues when using safari with certain merchants and added the note which you have seen here.

The affiliate networks are working on a solution, but would you be happy to use a different browser for the time being if possible?

Best wishes,
John

POPPYOSCAR

TopCashBack_Company_Representative wrote: »

Hi POPPYOSCAR,

We were made aware that there were possible tracking issues when using safari with certain merchants and added the note which you have seen here.

The affiliate networks are working on a solution, but would you be happy to use a different browser for the time being if possible?

Best wishes,
John

Not possible I am afraid. I have tried but none of them are compatible with my system.:(

It is quite frustrating as I want to place an order with them today.

What I do not understand is that I have ordered before without problems so why the change?