Banned from topcashback

Humphrey0106

Almost feel a bit silly asking about this here as it seems quite irrelevant in the grand scheme of things but I'm really annoyed about it and I have nothing to lose so here I go!

I have been a user of topcashback.co.uk for 10 years and I have been a great fan of the service. Its a fantastic concept and I have always had great support when using the highest rate guarantee and with other similar issues. I have recommended the site to several friends and family members also over that time. Who remembers the function where you could leave a tip for the staff when you requested a pay out? Well, I do and I would always leave a pound or two every time. After all, any money I was geting was effectively a bonus so I was only too happy to contribute in a small way especially as the staff were always helpful in my experience. 

However, I recently was unable to log into my account and after pressing topcashback via email for 10 days they eventually got back to me and advised that my account had been 'permanently terminated' for 'abusive activity'. I was stunned. On pressing them for a reason, I eventually got a response saying there had been a spate of people making bookings for restaurants and then not honouring the bookings and although they didn't categorically state I had been guilty of this, it was certainly implied.

I live a 3 minute walk from an Ember Inn pub which me and my partner visit regularly. In true MSE style this is mainly on a 'thirsty Thursday' for my two free pints thanks to O2 Priority or to take advantage of thier regular meal offers. On realising it was possible, I had started to book a table via topcashback for these visits because, well why not? Only 85p a time but it all builds up, as they say. 

The pub is great but I have no idea what system they would use to mark down whether people were honouring their booking. Similarly, I vividly recall a last minute visit to Toby Carvery a few months back for which I again reserved a table via topcashback. On arrival the lad at the front desk did at least ask if I had a reservation to which I replied I did, but as the place was virtually empty he told us to just sit where we wanted. Again, I have no idea whether we were marked down as having attended.

I can only assume that it's these incidents which have counted against me. I reckon I could provide card receipts for any bookings made to prove I had used the booked table but the issue is topcashback won't even enter into dialogue with me about this. All further emails have been unanswered. I can't log into my account so I have no idea which dates have been flagged as an abuse.

I had a substanial amount of 'confirmed' cashback in my account at the time of it being closed. I have resigned myself to having lost this now

Is there any route of making a complaint about this? All topcashback have said is that thier decision is final and they wont be making any further comment. Are there any consumer rights that would support me in forcing them to review this decision? Or am I just going to have to put this down to one of lifes injustices?

Any advice greatly welcomed!

user1977

No, there's no obligation on any service provider to continue to do business with you if they think it's no longer worth their while. Or really, for any reason they want to, as long as they're not discriminating against you on the grounds of a protected characteristic.

Humphrey0106

Thanks for the advice, I had suspected as much.

Shame, horrible being accused of something like that. I'd have thought my 10 years of being a customer would allow me the benefit of the doubt but clearly not. Oh well.

RefluentBeans

Yeah they can choose not to do business with you - can always ask them to review their decision explaining it to them. Whilst the decision is 'final' its never as final as they make it seem. Can be overturned if you put up a good enough reason.

I'm guessing that the 'commission' they get from the pubs has been clawed back and so they've lost the money, and guessing its not just your account they've done it to. Pubs are hurting at the moment, and if this is really them trying to save some cash, it looks like they're looking down the back of the sofa to get the pennies to pay rent! 

If you play on the fact you've been a good customer for a number of years, then maybe they can escalate to someone who can overturn the decision. But, you can't force them to do. Some banking apps offer some cashback options - I have Lloyds and they routinely change their offers, so can always check your banking app to see if something like that exists. Good way to put some savings away, even it is just £5 at a time! 

HillStreetBlues

That's OP for the heads up, I use both TCB & Quidco, will make sure any paid cashback is quickly withdrawn.

Humphrey0106

HillStreetBlues said:

That's OP for the heads up, I use both TCB & Quidco, will make sure any paid cashback is quickly withdrawn.

Make sure you do. For the 10 years I was using TCB I would always do that but became a bit slack recently and it's cost me.