Topcashback Questions & Answers

TopCashBack_Company_Representative

Hi everyone,

@wdah, I do apologise that this has not further progressed for you, this is something that is currently receiving the attention of ourselves and the merchants network and we hope to be able to get any outstanding cashback to our members. I cannot provide a set time frame on when this will be but hopefully you are not waiting too much longer.

@bevally, so that I can take a look into your claims individually and advise further, could you email me at mse@topcashback.co.uk? I would be happy to see if there is anything that I am able to do to be of assistance with these.

@Everynamestaken, if your transactions are payable then these should be available to withdraw from your account. could you email me at mse@topcashback.co.uk? I can then take a look into this and hopefully get this rectified for you.

@zenbanana, I can assure that this is not the case, we are working on the technical side of the forum and this could take a while to be completed. Hopefully it is not too much longer for you though.

I hope that you all enjoy the weekend!

Best wishes,
Samantha

Daz2009

It's not just the forum that is down.
I have 4 outstanding claims ( going back as far as december 2012 ) .The page where you could update or nudge a claim is no longer accessible or rather there are no user options any more.
I used to go thru TCB all the time,now I don't even bother looking.

Zeeman

Hi TCB
I've tried lodging a customer care ticket re Expedia as I paid in full for a holiday in April and havent had cashback.
I know Expedia say you have to have completed the holiday, but firstly it was a non refundable purchase so why should this matter, but also I have completed the holiday anyway.
On my ticket I asked when Expedia had last paid out and the response was "Could you kindly allow for this to progress here?"

It may be the old thing of messages ie texts etc sounding ruder than they are meant, but I thought this was pretty blunt and certainly didnt answer what I had asked.
I never used to have problems and found that once you'd highlighted it to TCB they were helpful but disappointed this time!

no.1swimmum

Earlier in the year I purchased a ps4 and games from GameStop via topcashback my purchase did not track, so late in February I lodged a missing cashback claim, although I check regularly and have nudge a few times it is still waiting for merchant. Is this normal for a claim to take so long, I promised my son the cashback towards a new game!

Wayne3765

On 29/07/2013 I purchased Car Insurance with the Green Insurance Company, with the promise of £42.92 Cashback to be paid within 34 weeks.

Roll on June 2014 and the amount was still only showing as confirmed in my TCB account and not payable so I asked TCB what was happening , they told me to wait another 4 - 6 weeks.

I didn't feel like waiting any longer so I complained to Green Insurance.

I had read many posts about non payment of cashback for insurance purchases on the TCB forum , the general advice was to contact the insurance company and register a complaint and if they hadn't sorted it within a few months then to escalate the complaint with the Financial Ombudsman Service as they advise cashback payments should be made within 3 months and I had possibly been misold a financial product.

While the complaint was being processed by Green the further 6 weeks TCB asked me to wait was almost up so I queried it again on 14/07/14 , the response was it should be moved to payable soon and please wait a further 3 - 4 weeks.

Forward on to 24/07/14 and I had a call from Green saying that they had paid the amount to the merchant back in 2013 and asked me if I had contacted TCB over this and what their response was , all I could say was that they keep asking me to wait more time.

Green said they would look into it further and get back to me.

Back to TCB and I tell them that Green claim it was paid in 2013 and I ask if they had actually contacted the merchant about the missing payment then they reply with this

We rely on the cashback being received from the merchant before we are able to pass this on to our members and sometimes this can take longer to come through than we initially estimate. I am happy to say though that on this occasion, as a goodwill gesture, we have made your transaction payable for you so you no longer have to wait before requesting this.

Please be aware that we are not always able to do this as we do have to wait for the cashback to come through in most cases, but we are confident that this cashback will be received shortly.

A day or so after I get another call from Green saying they had been in contact with TCB who said the amount was processed days after the transaction and had in fact been payable in my account since October 2013 until I withdrew it on 25/07/14 , this information was confirmed in an email they sent to me -

I am sorry you are unhappy with the delay in the refund from Top Cash Back. As discussed today our marketing department have contacted Top Cash Back and they have advised that the transaction for the amount of £42.92 was processed on 29 July 2013. They have told us that the payment was shown as payable and was in the account until you withdrew this on 25 July 2014. You have confirmed today that this payment is now in the process of being refunded to you.

The amount has now been paid and cleared into my bank account but I won't be using TCB again in a hurry , maybe Green are not as innocent as they are making out but given the high number of complaints on TCB lately I honestly believe either TCB were witholding the payment or TCB were doing very little/nothing to sort it out if it was the merchant holding things up.

B_M

@Wayne3765, excellent news and well. done.
Tcb will tell you to wait and wait, that's their tactics. But even looking at their forum being down (supposedly due to maintenance) for around 2 weeks (yes, almost 2 weeks!), you know what you are up against. I also believe their forum is down due to all the woes and as you state, the help given to reclaim your cash.
Financial merchants and woes go hand in hand with tcb, but you can get your cash if you fight (like you have).
FOS state payments should be made in a reasonable time (3months or 4 months maximum). So to get your cash back within 6 months, you need to complain at 4 months.
1. - contact tcb via support ticket and ask if they have your cash. Save the relpy stating 'no'.
2. - contact the merchant and issue a complaint of 'mis selling'. Basically, you believe you have been mis sold a financial product due to the non payment of promoted cash back from the merchant and their agents. They will have 8 weeks to investigate the complaint and reach a conclusion. Generally the good merchants will pay up within 4 weeks. If they give a final resolution stating 'not guilty', then straight to the FOS (a fos leaflet should be included in the final letter advising you can take your issue to the fos).
3. - contact the FOS and they will take on your case and the merchant will incur a £550 referral fee (hence why it should never get that far, but does with the dodgy merchants!). This takes time though as the FOS are actually very busy with many complaints from financial merchants!

So to sum up, put in a complaint at 4 months and you should be paid within 6 months (usually within 5 months).
No matter how old your issue is (it could be a couple of years ago and you have just put it done to bad experience), still go down the route above. It's your cash and someone else will have it!
Also, take screenshots of everything (offer, due dates etc).

@tcb, what is the situation with the forum 'maintenance'? It's still showing as being back up 'soon', but those that know tcb are well aware of tcb's 'soons'.

TopCashBack_Company_Representative

Hi all,

I hope that you enjoyed the weekend.

@Daz2009, I would be happy to take a look into your claims for you and also see why you have not been able to nudge or post to your claim. Could you email me at mse@topcashback.co.uk with your claim details so that I can do this?

@Zeeman, even if paid in full, the merchant will not produce the cashback until the stay has been completed I'm afraid and it can take around 12 weeks from the return date for the cashback to come through. Could you kindly get back to me with the dates that you completed your stay so that I can advise further on this? I do apologise if your ticket came across blunt, I can assure you that we did not mean it to sound this way.

@no.1swimmum, sometimes, a claim can take longer to progress than we would like as we are reliant on the merchant providing a resolution via their affiliate marketing network. I would be more than happy to take a look into this for you and see what status this is currently at, could you email me at mse@topcashback.co.uk so that I can do this?

@Wayne3765,I am sorry to hear that this took this length of time to be resolved for you. I can see from the response that you have quoted that your transaction was paid as a goodwill gesture, please be assured that as soon as we have received the cashback for a transaction, this will automatically go on to be updated on the members account. I can see that the message you have posted, which was received a few days after your transaction was made payable says that 'They have told us that the payment was shown as payable and was in the account until you withdrew this on 25 July 2014', this to me would indicate that this was because your transaction had been pushed through by us. Are you able to get in touch with me at mse@topcashback.co.uk with the correspondence that says this was payable in October? I can then take a look into this for you.

@B_M, this is still undergoing some technical maintenance and as this is a separate department that is doing the work, I cannot provide a date in which this will be back up for you. Hopefully it is not too much longer

Best wishes,
Samantha

B_M

TopCashBack_Company_Representative wrote: »

@B_M, this is still undergoing some technical maintenance and as this is a separate department that is doing the work, I cannot provide a date in which this will be back up for you. Hopefully it is not too much longer

Undergoing some technical maintenance? lol
Separate department? This has all the hallmarks of 'generation tcb'.
Not much longer? Soon? We all know what that means now.
Just be thankful it's not receiving the 'fullest attention'.
Hopefully the 'grumbles and gripes', the main part and the most active will return. My money is on it won't though and guess why not?
Anyway, lets hope it's back by the weekend as I want to let those who are having tracking issues know of a site which tracks beautifully and without the need to clear cookies. Pays on time also with none of this come back in 4-6 weeks malarkey.

TopCashBack_Company_Representative

Hi there.

@drew1982, I am sorry to hear that you cannot log in, if you could email me at mse@topcashback.co.uk, I would be happy to take a look into this for you

@B_M, I am sorry to hear that you feel this is case, I can assure you that we are working to improve the forum for our members. As I mentioned, I cannot say exactly when this will be back up again but hopefully, it is not too much longer.

Best wishes,
Samantha

sarah1972

I have always had very prompt responses from them when I have had to raise a claim or send a ticket.

In my opinion its one of the best cashback sites which is why I have now ditched Quidco.

I notice that the number had been deleted from your post now, there is a topcashback representative on here so I would imagine that they may have asked for it to be deleted?