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  • FIRST POST
    • MSE Andrea
    • By MSE Andrea 27th Mar 13, 2:23 PM
    • 9,052Posts
    • 21,859Thanks
    MSE Andrea
    0 WOW
    Topcashback Questions & Answers
    • #1
    • 27th Mar 13, 2:23 PM
    0 WOW
    Topcashback Questions & Answers 27th Mar 13 at 2:23 PM
    MSE Additional reading:

    You might like to read our latest Cashback sites news story: Are you a cashback site loser?

    Back to the original post...

    Hi everyone,

    If you have a question you'd like to ask cashback website Topcashback directly, post your question below and it will try to answer. If you want to discuss other cashback sites then please start a separate thread if there isn't one already.

    Please remember referral links are not permitted. If you want to post a referral you can do it on the Topcashback referrals thread.
    Last edited by MSE Andrea; 27-10-2015 at 9:51 AM.
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Page 206
    • molerat
    • By molerat 23rd Feb 18, 9:22 PM
    • 18,789 Posts
    • 12,943 Thanks
    molerat
    Anyone else getting the Snap&Save Easter egg offer not tracking ? Got an e-mail for receipt submitted but nothing showing on line, most unusual as normally both e-mails come within a few minutes of each other.
    www.helpforheroes.org.uk/donations.html
    • B_M
    • By B_M 23rd Feb 18, 9:38 PM
    • 713 Posts
    • 528 Thanks
    B_M
    Anyone else getting the Snap&Save Easter egg offer not tracking ? Got an e-mail for receipt submitted but nothing showing on line, most unusual as normally both e-mails come within a few minutes of each other.
    Originally posted by molerat
    This is a different type of grocery offer and tracks differently.
    You have the email, so that's fine. Mine showed as payable the next day.
    Same thing happened last year and like last year, the offer has now been extended to 8,000.
    Fear not, you'll be paid within days.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • paul2louise
    • By paul2louise 25th Feb 18, 6:30 PM
    • 1,765 Posts
    • 669 Thanks
    paul2louise
    Anyone else getting the Snap&Save Easter egg offer not tracking ? Got an e-mail for receipt submitted but nothing showing on line, most unusual as normally both e-mails come within a few minutes of each other.
    Originally posted by molerat
    Me too. Got the email on friday morning. Nothing showing as pending.
    Maybe see something tomorrow
    • qsk
    • By qsk 26th Feb 18, 9:55 AM
    • 270 Posts
    • 144 Thanks
    qsk
    Mine tracked as "pending" soon after upload on Friday. My receipt (from Tesco) does say "Easter". What's on your receipt? I heard some people have "Chocolate". This might take some more time to verify I guess.
    • B_M
    • By B_M 26th Feb 18, 10:48 AM
    • 713 Posts
    • 528 Thanks
    B_M
    Mine tracked as "pending" soon after upload on Friday. My receipt (from Tesco) does say "Easter". What's on your receipt? I heard some people have "Chocolate". This might take some more time to verify I guess.
    Originally posted by qsk
    TCB must have done a bit of tweaking, as initially these didn't track. Yes, you got the email confirmation and then straight to payable and fairly quickly - next day for myself.
    Confusion understandable, but you will be paid (if correct).
    A great promotion though and no doubt it'll be the same or similar next year.
    Perhaps more clarity then?
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
  • TopCashBack Company Representative
    Hey everyone,


    Don’t worry if you have got the email for the Easter offer, it should be processed within a few working days We are not expecting all of these to track instantly.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • riotlady
    • By riotlady 27th Feb 18, 4:01 PM
    • 100 Posts
    • 231 Thanks
    riotlady
    I'm having difficulty withdrawing my money- I can select the correct option on the payouts page (it says its payable by BACs) but as soon as I click the button, it just redirects me to my account details page where all I can do is update my details. My account and payout details are all in there, there's nothing to update. Any ideas?
  • TopCashBack Company Representative
    Hey everyone,

    @riotlady - If you clear cookies and cache it should click through ok but if you do still have issues please do let me know

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • B_M
    • By B_M 1st Mar 18, 5:16 PM
    • 713 Posts
    • 528 Thanks
    B_M
    A strange decline this time to be honest and a first I believe.

    Snap & Save Maltesers - 1 claim for 50p - but I've been told I've already claimed this offer. Claim in and a lot of work for 50p! TCB must be having double-vision.
    Anyone else have this?
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • onesixfive
    • By onesixfive 3rd Mar 18, 12:27 PM
    • 323 Posts
    • 224 Thanks
    onesixfive
    Topcashback - unresolved claim problems?
    I have a claim with topcashback dating back to a £99 Ancestry subscription from August 2017 which topcashback owe me £24.99 and should have paid within 2-3 months.
    I still haven't received my monies despite hounding topcashback on a monthly basis.

    I've even tried contacting Ancestry - but they denied all knowledge! As a consequence I have lasped my Ancestry membership until this is resolved.

    Topcashbacks last reponse to me reads:
    .... I can confirm that the networking agency currently have a large percentage of claims that have not yet been provided with a resolution which our management team are also aware of, where your claim has also been affected. I understand that you were hoping to have a resolution to your claim by now as the 2-3 months has passed, however we are aiming to have the back log of claims that are still pending in the system cleared as soon as possible.

    Having looked into this further for you, I can see that we have been able to submit your claim, provide you with updates in a correct and timely manner at this stage of the claims process. As your claim is currently in the process of waiting for a resolution and is already being escalated with our management team, we won!!!8217;t be escalating your claim at this stage.

    Please be assured that as soon as we receive any further updates, we will be in touch to let you know the outcome.

    Your patience is greatly appreciated at this moment in time. I hope that transactions run a lot smoother for you in the future.

    Any suggestions for speeding this claim up with them?

    I have had other regular & substantial payouts from Topcashback in the interim which have gone through without a hitch - its just this one I am having problems with.
    Last edited by onesixfive; 03-03-2018 at 12:30 PM.
    • B_M
    • By B_M 3rd Mar 18, 4:57 PM
    • 713 Posts
    • 528 Thanks
    B_M
    and is already being escalated with our management team


    Any suggestions for speeding this claim up with them?
    Originally posted by onesixfive
    Suggestions?
    You could waste more time and ask them why the TCB 'fair play policy' hasn't been implemented.
    https://www.topcashback.co.uk/about?cat=FairPlay

    TCB don't appear to allow complaints and that tells you all you really need to know about a company. I've been denied many, many times.
    It seems that TCB are using the 'management team' or in my case 'senior management team' ploy to prevent complaints being accepted.
    Strangely though, the management team (basic or senior) must be considered a complete and utter joke! They are in the cashback / affiliate business at management level and appear to be clueless at resolving issues. Is there really such a 'team'? Nice work if you can get it! Paid for resolving nothing!
    FWIW, I'm in a similar position with Owners Direct.
    Best wishes and keep updating here. It warns others at least.

    Good news regarding my More Than complaint.
    Cheque received today to finalise and close this issue.
    Strange the TCB 'management team' can't get similar results.

    I'm still waiting for a reply to my ticket re Maltesers offer. Fingers crossed 'senior management' aren't dealing with this one!
    TCB are getting worse now at replying to tickets and have definitely slipped a fair bit.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
  • TopCashBack Company Representative
    Hey everyone,

    @onesixfive - As in the message, I can see that it says our management team are aware of this we are unable to escalate this further. Hopefully, our team will manage to obtain a final resolution for you soon.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • B_M
    • By B_M 6th Mar 18, 9:18 AM
    • 713 Posts
    • 528 Thanks
    B_M
    A strange decline this time to be honest and a first I believe.

    Snap & Save Maltesers - 1 claim for 50p - but I've been told I've already claimed this offer. Claim in and a lot of work for 50p! TCB must be having double-vision.
    Anyone else have this?
    Originally posted by B_M
    Resolved yesterday.

    Really sorry about that.

    It looks like we had a glitch in the system that caused this to go on to declined.

    We're happy to own up to the mistake here and correct this for you now
    Cost of error - 50p.
    Value of a TCB apology and admittance of an error - priceless.
    (it will be cherished)

    So, that's More Than complaint (mis-selling) fully resolved and now a Snap & Save issue corrected.
    Only my Owners Direct issue to be resolved, but we have the TCB 'senior management team' onto that case, so shouldn't be long now!
    Once that's resolved, I can stay away from here................... until the next TCB issue!
    But, I'll report back every two weeks (or quicker, if resolved) and update on how the TCB 'senior management team' are getting on.
    Their 'skills' v my judgement (based on years of experience).
    Last edited by B_M; 06-03-2018 at 9:20 AM.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • onesixfive
    • By onesixfive 6th Mar 18, 3:06 PM
    • 323 Posts
    • 224 Thanks
    onesixfive
    Hey everyone,

    @onesixfive - As in the message, I can see that it says our management team are aware of this we are unable to escalate this further. Hopefully, our team will manage to obtain a final resolution for you soon.

    Best wishes,
    Matt
    Originally posted by TopCashBack Company Representative
    Well Matt, Your reply from yesterday, completely contradicts TCB's reply to me which reads:
    "I can understand your frustration in this matter, but as previously stated this is being looked into by our senior management team. Please may we ask for your further patience in this matter while we try to gain a resolution for your claim, Once we have any further updates, we will be in touch.Thanks, Josh

    With over 200 pages in this forum, a lot of which appear to be complaints & delays, I suggest you turn your concentration to DEALING with the matters in hand rather than FOBBING OFF customers, month after month
    I've already contacted Ancestry & they deny all knowledge of this claim. So, If YOU are unable to escalate this further - then WHO is ?
    Last edited by onesixfive; 06-03-2018 at 3:08 PM.
    • B_M
    • By B_M 6th Mar 18, 8:05 PM
    • 713 Posts
    • 528 Thanks
    B_M
    I've already contacted Ancestry & they deny all knowledge of this claim. So, If YOU are unable to escalate this further - then WHO is ?
    Originally posted by onesixfive
    Ancestry.co.uk staff may well know nothing about their affiliate marketing as it's managed by CJ Affiliate - http://www.cj.com/
    (previously CJ Junction).
    This is the same affiliate network that's manages Owners Direct and many other merchants that don't pay up, or decline.
    It's a major affiliate network, so what do you think the chances are of TCB upsetting the apple-cart?
    Spot on, no chance.

    For the record, Ancestry.co.uk can be had and with a cashback guarantee from Imutual.co.uk. I'm not too sure how the rates compared when you places your order, but worth considering this site for future purchases.
    eg - http://www.imutual.co.uk/ancestry
    (see the white tick in the yellow circle?) - that means the casback is guaranteed. Not all merchants carry this tag, but many, many do. Sometimes the rates are very, very similar and even higher.
    http://www.imutual.co.uk/help/4/1561

    I see from your above post, that you too have the TCB 'senior management team' on your case.
    Oh dear! But, good luck.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
    • dogfonos
    • By dogfonos 7th Mar 18, 5:26 PM
    • 33 Posts
    • 2 Thanks
    dogfonos
    A question about reviews of product and service companies posted by individuals on the TopCashBack website...

    Does TCB verify the identity of individuals who've given this feedback? After all, these folks, often feeding back their glowing cashback experiences, have allegedly received cashback through TCB so it's do-able.
    • onesixfive
    • By onesixfive 8th Mar 18, 8:19 AM
    • 323 Posts
    • 224 Thanks
    onesixfive
    A question about reviews of product and service companies posted by individuals on the TopCashBack website...

    Does TCB verify the identity of individuals who've given this feedback? After all, these folks, often feeding back their glowing cashback experiences, have allegedly received cashback through TCB so it's do-able.
    Originally posted by dogfonos
    To be fair - Ancestry is the only company I've had a problem with the cashback. As I said, I've had plenty of other payments (utilities, travel, shopping, holidays...years ago I even had payment from Ancestry!) using TCB, it's just this one.
    • dogfonos
    • By dogfonos 8th Mar 18, 11:57 AM
    • 33 Posts
    • 2 Thanks
    dogfonos
    To be fair - Ancestry is the only company I've had a problem with the cashback. As I said, I've had plenty of other payments (utilities, travel, shopping, holidays...years ago I even had payment from Ancestry!) using TCB, it's just this one.
    Originally posted by onesixfive
    I consider you fortunate. I have been refused CB many times over the past decade, despite TCB chasing things up for me - which I appreciate.

    I also understand that I'm not the most computer literate person so there's a possibility I'm doing something wrong (or have over-protective privacy/security software) when I try to secure CB. Even so, I follow TCB's recommendations/instructions and just about every TCB transaction I make informs me, at the time, that my visit to the sellers site has been linked/registered (or whatever the word is) and CB is still not forthcoming in too many cases.

    One thing, previously stated in this thread, surprises me: TCB make it quite clear that CB isn't guaranteed so I didn't realise the financial ombudsman would ever get involved in any cases.
  • TopCashBack Company Representative
    Hi everyone,

    @onesixfive – With millions of members registered, I would expect a small margin to require assistance with their account. I wouldn’t say 4118 posts is a large proportion, especially as a lot of these are from returning members rather than unique members having a query.

    I’m not going to pretend the whole commission process is perfect as nothing can ever be perfect but that doesn’t mean we are not doing what we can within our remit as a cashback site to support you with a claim.

    @dogfonos – Should a concern be raised to us about a particular review we can, of course, review that and remove it if it's found not to reflect their actual experience.

    I understand that when an individual or small people have a negative experience they may believe the retailer just has no intention to pay.

    However, merchants like that are not welcome on our site. They damage our reputation and frustrate out members.

    On the other hand, if there’s no proper evidence that we were the reason you made a purchase we are not going to be paid. It would be wrong of us to expect payment for cases like that.

    We do share as many tips as we can to prevent this from happening; clearing cookies being a common one. The tips we provide isn't an endless list as we are unable to work on your actual computer and see what could be causing either the connection between our site and your purchase to be broken or what is getting in the way of our own cookies.

    Best wishes,
    Matt
    Official Company Representative
    I am the official company representative of TopCashBack. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • B_M
    • By B_M 8th Mar 18, 3:38 PM
    • 713 Posts
    • 528 Thanks
    B_M
    I consider you fortunate. I have been refused CB many times over the past decade, despite TCB chasing things up for me - which I appreciate.



    One thing, previously stated in this thread, surprises me: TCB make it quite clear that CB isn't guaranteed so I didn't realise the financial ombudsman would ever get involved in any cases.
    Originally posted by dogfonos
    I would agree, very fortunate and not my experience.
    My declines to date status:
    Declined
    £489.64
    Not long now until it reaches and passes £500 and I'll have a wee dram to celebrate!

    Regarding the Financial Ombudsman (FOS), TCB have known for many, many years of that route, but fail to advise members. Myself and many members have had great 'victories' and claimed many hundreds of pound of promoted cashback, which may have been lost if taking TCB's advise.
    The FCA status makes it easy to get your cashback (and added compensation) direct from the merchants. It's all about Principal v Appointed Representative (Quidco's status is different and you would make a complaint direct to Quidco and then to the FOS if not resolved).

    https://register.fca.org.uk/ShPo_firmdetailsPage?id=001b000000MgCI0AAN

    TCB would rather you just lost your cashback, than to inform you to chase up with the merchant direct. Recently, Barclay's severed relationship with TCB after a complaint (from Barclay's themselves). A reason for TCB not wanting you to make a direct complaint.
    It's not just the financials though, anything that has a regulatory body has a route to gain any declined or delayed cashback (mobiles, utilities etc). Again, TCB would deliberately avoid telling you this.
    Cashback can never ever be guaranteed, but for other reasons (returns, the use of codes etc). So, that is true to a degree.
    Telling members nothing further can be done, is wrong, when clearly there is an option.
    One day, we may see some of the ethics portrayed within the TCB 'mission statement'.

    https://www.topcashback.co.uk/about?cat=Mission

    Until then, get your cashback yourself, when necessary.
    No payments from financial products from cash back sites? Put in a complaint direct and if they don't resolve your issue, head straight to the financial ombudsman - it costs the company £550 in referral fees, win or lose.
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