Topcashback Questions & Answers

B_M

Thanks tcb Samantha. Are you suggesting the review wasn't factually correct because the FOS didn't contact tcb? I never ever stated FOS did contact tcb as they obviously wouldn't as tcb do not come under the FOS jurisdiction (shame). I've explained this on numerous occasions on the closed forum, tcb are only an introducer for the financial merchants (ie an agent).

Regarding the 3 weeks, of course that's just an estimate. I'll generously allow a further week (33% extra) before contacting the merchant in question.
Do you think it's fair that I have to pay the £25 fee without delay (or face penalty), but tcb and the merchant and or it's affiliate manager can delay what's promoted? I wouldn't be allowed the extra week, that's for sure, but I'll certainly be asking for the £25 to be delayed. That's of course if it isn't paid.

justlooking2012

TopCashBack_Company_Representative wrote: »

@justlooking2012, I am sorry to hear that you feel this is the case, I can assure that it is not, it was harder for us to answer any questions that members had on the forum due to the format, that we felt it would be more beneficial directing these via our support ticketing system. We are more than happy to answer any questions that our members have via any of our social media platforms

So its easier easier to answer questions on other sites than it is on your own, ERM okay. Also the ticketing support system is not vest form the user. I basically found that you wait 48 hours to be told you have to wait longer, whereas you would have had a good answer from the forum within hours if not minutes.

TopCashBack_Company_Representative

Hi justlooking2012,

I can clarify this for you. The forum was designed for our members to discuss their cashback experiences among themselves, however, many members were relying upon a response from our Forum Team to any questions, however, as this was not heavily monitored and partly due to the format, we were not able to respond to all questions. Due to this, we found that we were better able to support our members and provide more in depth answers via the support ticketing system.

Best wishes,
Samantha

BartyBoy

Hi Samantha

I submitted a ticket to TCB this morning regarding a cancelled purchase with ASOS and your colleague has now responded to me, but I think she is taking the mickey here!

What happened was I made my first ever purchase with ASOS via your website, right after I placed the order I discovered there was an error on the order, so I cancelled it with ASOS and placed another order within few mins.

Anyway, the problem I am facing is, your website gives 8.08% on the first order with ASOS and then 2.02% for any future orders. In my account, your website tracked the cancelled order as the first order and gives it 8.08%. Then the replacement order gets 2.02%.

Your colleague got back to me to say, even the first order was cancelled, TCB will still see it as the first order and TCB will not pass the 8.08% to the replacement order. I truly believe this is not correct!

If TCB still see and treat the cancelled order as my first order, does that mean TCB is going to give me whatever cashback that order has generated? Well, I don't think so.

Could you please look into this matter for me there.

Many thanks

Bart

The_Gidfather

A friend purchased a holiday via TCB on Expedia at the end of May, paying in full. Holiday is New York February 2014, with the whole amount being paid up front.

However, he is still waiting for cashback for it - whilst I read about it having to wait until it takes place, considering it was 100% paid up front, surely that's not right that he has to wait that long? It is still showing as Pending on his Earnings screen.

He is also awaiting cash back from TopCashBack Compare Insurance which again he paid in full at the time, from around June. This again is still on Pending which seems quite a long time to be there!

How can he progress these?

BartyBoy

The_Gidfather wrote: »

A friend purchased a holiday via TCB on Expedia at the end of May, paying in full. Holiday is New York February 2014, with the whole amount being paid up front.

However, he is still waiting for cashback for it - whilst I read about it having to wait until it takes place, considering it was 100% paid up front, surely that's not right that he has to wait that long? It is still showing as Pending on his Earnings screen.

He is also awaiting cash back from TopCashBack Compare Insurance which again he paid in full at the time, from around June. This again is still on Pending which seems quite a long time to be there!

Funny enough, I have the same problem too.

I paid Agoda and Expedia in full for booking 2 separate hotels in June. On both bookings, they are non-refundable, so I won't be able to cancel them to get a refund, but still I need to wait after the stay has been done then TCB will submit the cashback claim to Agoda and Expedia. By the time I get the cashback, it will be next year (2015).

I also bought an insurance policy via TCB, it was said the cashback needed 30 days to verify, but now I checked my account it says the estimate time for the cashback to be paid to me is 39 weeks (almost 10 months). First of all, this estimate time was not said when I clicked on the merchant's link. Secondly, it's a motor insurance I must have it anyway, so I cannot see why I need to wait 39 weeks to get my cashback.

I have started to feel dealing with TCB is like dealing with banks.

B_M

Well, my last financial transaction went to paid straight after my above post, so no need to contact merchant. Perfect in the end and appropriate feedback left and rightly so. I'd imagine that won't be removed either.

@BartyBoy, if not paid within 4 months, then contact the merchant and issue a complaint. The FOS state no financial cash back 'carrots' should take longer than 4 months. 39 weeks is 'cuckoo land'.

Wayne3765

Well well well , I asked TCB what they were actually doing , if anything, regarding my unpaid cashback from Tyre Savings that had been showing as confirmed for almost a year and whether I needed to get help from Trading Standards to ever get paid , lo and behold I had a message a day or so later saying the cash had finally gone to payable and it has now been paid into my bank.

As you have been aware there has been a prolonged delay in the payment of your cashback from Tyre Savings.

We have been in regular contact with the merchant’s network for Tyre Savings to try and resolve this issue, but unfortunately this matter required legal action to recover the outstanding cashback, hence the delay. The legal action was successful, so I am pleased to be able to tell you that we have received the commission and your cashback has now reached Payable status.

Coincidence or was it just paid to shut me up ? whatever, it was likely to have been my last payment on TCB as it's been so much hastle chasing payments on TCB lately that I'm not comfortable with using them anymore and I've already bought car and house Insurance through a rival cashback site.

P.s.

I seem to remember a few complaints on the TCB Forum regarding Tyre Savings payments , I hope that now the merchant has finally paid up TCB have passed on ALL the payments, if only the forum was still up and running I could let the others know the money should be payable.

elle_may

Just been on Topcash to see what they were doing to the new forum, to find they have closed this. Now we don't have a voice to give advice to one another on any problems and to see if a company is good or bad. not everybody is on twitter. I am very angry they have taken this stance and cut off any views of this website, i don't think i will continue to give my custom to any one who does not want any reviews good or bad on their company.

TopCashBack_Company_Representative

Hi there,

I hope that you have all enjoyed the Bank Holiday weekend!

@BartyBoy, I have taken a look into this for you and I am afraid that any second purchase made would only be eligible for the 2.02% cashback even if the first purchase made was cancelled, the reason for this being that you would be classed as an existing customer. If this is something that you would like to appeal with the merchant via their network, then we would be happy to take a look into this via our claims system, however, I would not be able to make any guarantees on the success of this.

@The Gidfather, this is a term set by the merchant and can be viewed prior to clicking through, even if a stay is paid in full, the cashback will not go on to progress until the stay has been completed. In regards to his TopCashback Compare transaction, has this passed the estimated payable speed? This information is available by going to the 'Earnings' section on your account and by selecting to view your 'cashback by date' on the right hand side. if this has passed the estimate provided by more than 4 weeks, could you kindly ask your friend to contact us via a support ticket? We would be more than happy to look into this further for him.

@B_M, I am glad to hear that this went on to progress for you within the estimated time frame.

@Wayne3765, I can confirm that all members have received their outstanding cashback from this merchant and although this took a lot longer to come through than we would of liked, I am glad that we have now been able to pass this forward. Your continued patience with this has been very much appreciated.

@elle may, I am sorry to hear that you are not happy about the closure of the forum, due to the number of members who required responses from the forum Team, but due to the format did not always receive a reply, we feel that we are better able to provide assistance via our support ticketing system. I am always more than happy to be of assistance on here also should you have any questions at all.

Best wishes,
Samantha