Halifax Cashback Extras

safe_hands2

Has anyone any experience of these not being paid and having to chase? I was due a payment at the end of November which hasn't arrived. Halifax chat have told me I need to call the cashback team on an 0345 number. I'm worried the cashback will be wiped out by the cost of the call.

Zanderman

Can't help you about whether this happens often or not, but I'm not sure why you're worrying about the call cost?

0345 numbers are standard national rate, they're not premium rate, so don't cost a lot and, depending on your phone contract, may even be free. How much is the cashback you're worried the call will wipe out?

miller

Yes, I have been in this situation (I think it was their badly worded T&Cs for the offer in question - which they amended later - but I did qualify for at the time). Until I mentioned the word "complaint" the cashback team on that number just gave me the runaround.

TheMilkmansDad

Ironic - I rang them on the same issue this morning!

Booking.com cashback due end Nov wasn't paid. Apparently you have to wait 90 days for them so this will actually be paid end of Jan apparently. Not clear on the app at all!

Have made a note and will see if I get it when promised, otherwise it's back on the phone.

Will be taking monthly screenshots of the app screen going forward as you can only go back 3 months....

safe_hands2

It was booking.com for me too! I phoned this morning too and had same information. Good idea to take the screenshots.

Monstar1968

I paid for two accommodation bills, one Expedia and one Hotels.com (same company anyway) last April. I was very careful to use the link provided, which you have to do. Should be £80-90 in cashback. The stays were in July and early August, so I made a note to check if the cashback had been paid late Nov (>90 days later). It hadn't.
I spoke to the cashback team Nov 24th (FYI ask for the cashback team straight away, or they will send you round the houses and cut you off). They raised two tickets for those and said they'd let me know within 10 days. They didn't. Phoned back yesterday (6th Dec) and they said both had said I didn't use the link. I know I did. I asked to raise a complaint. He did so, then offered me £80 for my inconvenience / call time, then asked me if I was happy to close the complaint. I said no!! It's not just about my £80, it's about thousands of customers being scammed direct from the Halifax banking app! The £80 offer was promptly withdrawn. 

I have put in a formal complaint through the website:
In 'how would you like us to fix this?' I've asked for: (CE=cashback extra)

1. Investigate customer payments to Expedia Group brands (Expedia, Hotels.com, Vrbo..) which have occurred shortly after activating the CE link and see how many have been paid cashback. You may also be able to track who has clicked the link from the site. From this you will see if my experience is a one-off or if this is a widespread scam.

2. Raise this with Expedia Group appropriately if any misconduct is revealed. 

3. Remove the complex need to click the link from the site for those kinds of cashback extras - they should be like the others. Even if I later cancel the holiday, how is that different from buying tickets through LNER and then cancelling them? Or buying a laptop at John Lewis and then returning it for a refund? 

4. Be transparent about Cashback Extras - we should be able to see transactions where a CE is activated, and this should go back more than three months. It should not be possible to book through a CE and there be no record that we can see that we have done that.

5. Stop bribing customers to drop complaints - with reference to the call on 6th Dec, where a payment was offered, apparently unconditionally, and then withdrawn when I opted not to close the complaint.

6. Pay me back at least the £85-90 I should have been paid in cashback, preferably also with some compensation for the time spent raising this. 

Rich1976

So even though the app says the cash back will be paid end of November this isn’t necessarily true?

I am due £3.89 earned in October but hasn’t been credited to my statement 

molerat

I started a discussion on this over similar with Lloyds.  EBay is another that does not pay out in the normal timescale and of course once past the 3 months there is no visible proof of ever having the cashback registered.  Having a simple "will not pay out in the usual timescale" clearly shown on the offer would save them a lot of CS time.

https://forums.moneysavingexpert.com/discussion/6564415/lloyds-everyday-offers-not-paid-out

PloughmansLunch

molerat said:

I started a discussion on this over similar with Lloyds.  EBay is another that does not pay out in the normal timescale and of course once past the 3 months there is no visible proof of ever having the cashback registered.  Having a simple "will not pay out in the usual timescale" clearly shown on the offer would save them a lot of CS time.

https://forums.moneysavingexpert.com/discussion/6564415/lloyds-everyday-offers-not-paid-out

I had an eBay cashback for Halifax which never materialised. I phoned up the appropriate team at Halifax and they said that they could see the cashback pending and I just had to wait, but that was months and months ago and the cashback screen still says I've yet to earn any cashback. I have since given up chasing as it was only 73p.

eBay cashback for LBG is unusual in that you have to click the link again 24 hours later. This time round I used Lloyds for a higher cashback % on a larger sum. I made sure I clicked the link about 5 or 6 times over the course of a couple of days and for once it's worked and is actually showing in my Lloyds cashback to be paid end of this month.

molerat

PloughmansLunch said:

molerat said:

I started a discussion on this over similar with Lloyds.  EBay is another that does not pay out in the normal timescale and of course once past the 3 months there is no visible proof of ever having the cashback registered.  Having a simple "will not pay out in the usual timescale" clearly shown on the offer would save them a lot of CS time.

https://forums.moneysavingexpert.com/discussion/6564415/lloyds-everyday-offers-not-paid-out

I had an eBay cashback for Halifax which never materialised. I phoned up the appropriate team at Halifax and they said that they could see the cashback pending and I just had to wait, but that was months and months ago and the cashback screen still says I've yet to earn any cashback. I have since given up chasing as it was only 73p.

eBay cashback for LBG is unusual in that you have to click the link again 24 hours later. This time round I used Lloyds for a higher cashback % on a larger sum. I made sure I clicked the link about 5 or 6 times over the course of a couple of days and for once it's worked and is actually showing in my Lloyds cashback to be paid end of this month.

The cash back was showing but it will not pay in the usual "as it says on the tin" time frame but a couple of months later so drops off what you can see but is still showing in my cash back total.  Not appearing in the month the purchase is made is a whole different subject.

safe_hands2

Rich1976 said:

So even though the app says the cash back will be paid end of November this isn’t necessarily true?

I am due £3.89 earned in October but hasn’t been credited to my statement 

Absolutely that, but only for certain retailers. The guy I spoke to said the holiday bookings ones tend to pay out 90 days after the end of your stay. So even though the Halifax app said it would appear at the end of November, it should be the middle of this month.