Now broadband declined cashback (unfairly)

wishuponastar

I signed up to NOW broadband in January after seeing a broadband deal on topcashback for almost £100 cashback. It tracked at 0 then was uplifted after a few months to £100 as it was a special deal at the time. Now i notice today that it has been declined! I am tied in for 12 months and now i haven't received the cashback and am still paying the monthly amount, which now after factoring in the no cashback is a lot higher than what i would have paid if it had been received. I know cashback isn't guaranteed, i get that but i have never had such a large amount declined and i would like to raise it but because it took so long for them to decline it, it now says more than 100 days have passed so it doesn't allow me to 'raise a claim'. Anyone had similar experiences or have any advice as to how i might be able to ask someone to look into it?

cattie

As you've already stated, cashback isn't guaranteed so it's pretty pointless trying to make any kind of complaint.
I recently signed up for Now broadband (no cashback deal) & it was the best deal around, giving me free anytime landline calls too. Now do tend to be quite competitive compared to other providers, so even without the cashback (that Martin always counsels not to rely on) you've probably ended up with a pretty reasonable deal anyway, so console yourself with that.

Neil_Jones

Cashback is never guaranteed and you should always treat it as a bonus if it happens at all.

Section 6.5 of the T&Cs for TopCashBack states "You acknowledge that the retailer or it’s tracking agency’s decision is final in relation to the payment of commission to us and in turn, our decision is final in relation to paying Cashback to you. We will make all reasonable endeavors to secure the payment of commission on a transaction but we do not and cannot make any guarantee in this regard. In the event we do not receive the expected commission for a transaction for whatever reason, we will not be liable to pay the relevant Cashback to you."

Section 6.8 reads "For the avoidance of doubt and notwithstanding any other provision contained in these terms and conditions, you agree and acknowledge that in all circumstances the payment of Cashback to you is at our discretion and we may refuse to pay Cashback to you for any reason", and 18.3 reads "Subject to clause 18.2, we do not accept any responsibility or liability for any loss or damage you may incur for any loss of revenue, business, anticipated savings or profits; [and others]".

You might also want to read this:

https://www.topcashback.co.uk/help/why-has-my-cashback-been-declined

And you're not "tied in" to NowTV at all, you are free to move subject to early exit fees as documented on Now TV Broadband's website - see section 13:
http://web.static.nowtv.com/images/docs/now-broadband-calls-contract-may-19.pdf

pphillips

Still worth complaining to Now broadband in my opinion and after 8 weeks you can go to CISAS for an adjudicators decision.

mnbvcxz

Yes cashback is not guaranteed which is an irritating way for the world to be run. That said as a consumer their terms and conditions only bind you to the extend that they don't conflict with consumer legislation. Its up to you to push it though.

Those who raise hell do sometimes get a payout. It costs nothing to complain but start with prodding topcashback and then now tv. 

Neil_Jones

mnbvcxz said:

Yes cashback is not guaranteed which is an irritating way for the world to be run.

Cashback is traced through the use of cookies and the expectation that the systems can follow them.

If somebody installs some software that interferes with that (such as ad-blockers for example) or does everything in Private Mode or clears cookies on a regular basis, the entire ability to do cashback falls through the floor.

Anyway one has to jump through hoops to get cashback such as not using unauthorised codes, do it online, immediately and while standing on your head.  Don't do one of these, no cashback paid.

wishuponastar

Neil_Jones said:

mnbvcxz said:

Yes cashback is not guaranteed which is an irritating way for the world to be run.

Cashback is traced through the use of cookies and the expectation that the systems can follow them.

If somebody installs some software that interferes with that (such as ad-blockers for example) or does everything in Private Mode or clears cookies on a regular basis, the entire ability to do cashback falls through the floor.

Anyway one has to jump through hoops to get cashback such as not using unauthorised codes, do it online, immediately and while standing on your head.  Don't do one of these, no cashback paid.

Lol definitely didn't do it standing on my head...maybe that was where i went wrong haha.

Chop-D

Sorry to hear about the lack of cash back. I also have had a Now Broadband cashback denied. The reason given was that I counted as an existing customer as a couple of years before I won a free Now TV pass! 

Marvel1

pphillips said:

Still worth complaining to Now broadband in my opinion and after 8 weeks you can go to CISAS for an adjudicators decision.

I would also, it's kind of mis-leading as a way to get you to sign up and hide behind the not guaranteed clause.

wishuponastar

Thanks i will do, yes i agree i feel it is kind of misleading/disappointing but i do know cashback isn't guaranteed but it does make a difference. I can't ask Now anyway as all their call centres / live chat is closed so i'll wait until after they have opened again.