Topcashback Questions & Answers

Bri1

Cowards don't want the negative criticism on the Forum & don't want to sort out the non payments which are getting very frequent now for me after a few good years service, the last two or so they have really gone down the pan service wise, just multiple non payments & massive delays with absolutely no valid reasons & just told tough no payment, nice

TopCashBack_Company_Representative

Hi everyone,

I hope that you all enjoyed the weekend!

@musicman100, I can assure you that this was not the reasoning for closing the forum at all and I am sorry to hear that it has come across this way. We aim to assist our members the best that we can and we were not able to do this as efficiently as we would have liked via the forum, we can provide much better and more personal support via our support ticketing system.

In regards to Plus Membership, I can see that on the comparison page, this says '5% cashback payout bonus on Amazon.co.uk Gift Certificates, Tesco Clubcard points, and a wide range of retailer gift cards', which is available for both Classic and Plus Members, alongside an extra 10% bonus on Cineworld payouts and 8% on Debenhams, plus many more.

The £5 yearly admin fee goes towards benefits such as a higher top -up rate, additional exclusive promotions and also, a higher tell a friend referral bonus. If your wife feels that she is not benefiting from being a Plus Member, could you ask her to get in touch via a support ticket? We would be happy to go through becoming a Classic Member with her.

@rich_jtg, if you choose to become a Classic Member before your renewal date, we would be able to reimburse your admin fee for you but would need to deduct any extra top up earned from your time as a Plus Member. If your top-up is more than the £5 admin fee itself, then you can always opt to become a Classic Member once you have rolled over into your second Plus Member year.

If you could email me at mse@topcahsback.co.uk, I would be more than happy to go through each option with you in more detail.

@Sues48 , I am sorry to hear that you feel this way! I would be happy to take a look at your claim for you and provide you with an update. Could you email me at mse@topcashback.co.uk so that I can take a look into this for you?

@Scaredy Cat, When a transaction declines, this is a decision that comes from the merchant but this is why we have the claims system in place, to allow our members to contest this decision provided. In regards to any untracked transactions that you are experiencing, I would suggest ensuring that you clear your cookies and urn off any ad-blockers installed prior to purchase, we do also suggest making sure that you purchase directly, if you use a search engine prior to making your purchase, the sale may not be attributed to TopCashback. Our Claims Team are always happy to assist in looking into getting any untracked transactions tracking as expected.

@faerielight, it can take up to 7 days for a transaction to track so we do ask that you kindly allow this time to pass. Should this transaction not appear in your account come this time though, then we do suggest lodging a claim for an untracked transaction via the Customer Care section on your account, we would be happy to assist in getting this tracking to your account as expected.

@standingupformyself, I would be happy to take a look into your claims and the status that these are at for you and also, any queries that you may have regarding your transactions in more detail. Could you email me at mse@topcashback.co.uk so that I can do this?

Thanks,
Samantha

TopCashBack_Company_Representative

Hi there,

@rich_shot2003, I can assure you that we do not keep any of our members cashback, once received, this is passed straight on to our members. Is there a particular transaction that I can take a look into, or do you have any questions that I can be of assistance with at all?

@Bri1, we were not able to be of assistance as efficiently as we would have liked when members were asking questions via the forum, we are able to provide more in depth responses and better assistance via our support ticketing system. Are there any transactions that I can take a look into that have not progressed for you within the estimated time? You can always contact our Team via a support ticket or email myself at mse@topcashback.co.uk, we are happy to be of help.

Best wishes,
Samantha

B_M

It looks like I'll have to issue yet another complaint to a merchant (non financial this time) as I'm really struggling to get tcb to take ownership of an issue. I should have been paid a while back, but now over 100% over the estimate/average. In face around 125% over now! All I'm getting is basically 'it's with the merchant'! Now if this had tracked correctly and paid as promoted, I wouldn't have yet another issue.
Please take ownership of issues and provide 'proper' customer care. Being told just to wait and wait is frustrating, to say the least.

TopCashBack_Company_Representative

Hi there,

@B_M: I'm sorry to hear that you're having problems here-- are you able to send us an email at [EMAIL="mse@topcashback.co.uk"]mse@topcashback.co.uk[/EMAIL] ? We should be able to look into this for you then.

Best wishes,
Amy

B_M

Thanks Amy, but I've already replied to my claim this morning.
As stated in my response, I'll leave it until next weekend (that will be 150% over promotion timescale) and then I'll have to try and resolve this issue myself via the merchant. Lets see if their customer care is any better and take ownership of the issue.
I already have one claim in for another merchant which is over, yes OVER 11 months old now! Is this really customer care? What about the tcb 'fair play policy'? Is that still active? If yes, where does issues (long term) stand?
Btw, how many transactions are over 1 year old now (unpaid)?

jeffmatis9

My plus membership is due at the end of November. This is the £5 that hardly anyone wanted but was forced to pay. But this is OK because it can be cancelled. The site even tells you how to do it.

But you can't. Just emailed support (would have used the forum but of course that was closed so that they could satisfy the customers more - not sure how - more effective tracking, sorting out of issues - big fail on both scores).

The reply I got back finished with this.

"I have allowed you to downgrade from your Membership page, but please be advised that you would lose the £0.03 in top-up bonuses you have currently earned as a Plus Member. You will be able to do this for the next 48 hours only."

They have allowed me the pleasure not to have £5 taken from my account. Is that not sweet of them!!!! And then put a time limit on it.

So my question to the Top Cashback support who monitor this forum (remember not their own forum which could be monitored quite easily and dare I say negative comments quietly removed), why cannot all members downgrade when they want to and not when you say that they can do so.

My recommendation - if you do not want £5 removed from your account (because I doubt you will get it back), email and get that membership downgraded.

Very poor example of customer service and money grabbing policy. Maybe Mr Ragg would like to comment on any of the issues raised on this forum as the official one is no more.

Scaredy_Cat_3

TopCashBack_Company_Representative wrote: »

@Scaredy Cat, When a transaction declines, this is a decision that comes from the merchant but this is why we have the claims system in place, to allow our members to contest this decision provided. In regards to any untracked transactions that you are experiencing, I would suggest ensuring that you clear your cookies and urn off any ad-blockers installed prior to purchase, we do also suggest making sure that you purchase directly, if you use a search engine prior to making your purchase, the sale may not be attributed to TopCashback. Our Claims Team are always happy to assist in looking into getting any untracked transactions tracking as expected.

Thanks,
Samantha

I have taken this up with lastminute.com and they say I need to take it up with you.

TopCashBack_Company_Representative

Hi @Scaredy Cat, if you would like to send an email to mse@topcashback.co.uk we can then look into this claim for you. However when a merchant does decline a transaction we do try our best to claim the cashback but this is not always a guarantee: **Whilst we will try and recover missing cashback, at any point we reserve the right not to chase missing cashback claims, particularly where no purchase has been made.**
Please be assured we do our best to resolve these claims.

Kind Regards,
Charlie

Hi there,

@jeffmatis9, I am sorry you feel this way,with regards to the reply which states they have allowed you to downgrade, some members are not able to do this themselves and we would need to do it for them manually, this all depends on the individual account activity and the technical settings relating to the admin fee.

Once again I do apologise you feel this way but we do try and resolve any issues as soon as they are raised.

Best wishes,
Charlie

Hello @B_M,

I am pleased to hear you have replied to the claim here, hopefully this can be resolved as soon as possible. I am sorry you are not happy with the customer care here, we do reply to all members as soon as we are able to and try to recover and resolve any outstanding cashback as soon as we can.

We do have the fair play policy and will use this, but we do also have procedures which we do need to follow.

Please be assured we do our very best to recover outstanding cashback and get this passed on to our members.

I am sorry for the time taken here and can assure you we are working on recovering all outstanding cashback.

All the best,
Charlie

fed_up_and_stressed

Hi Charlie @TCB can you explain please why the asda home delivery registration claims take 6 weeks to show as per the site ?