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Topcashback not tracked

zimzam — Sat, 17 Jun 2023 10:47:34 GMT

I swapped to BT via Topcasback's compare tool last month and the cashback hasn't tracked. I thought it would just take a week or two to appear but nothing has.

Re: Topcashback not tracked

DanielS — Sat, 17 Jun 2023 15:22:52 GMT

Hi @zimzam,

I am sorry to see that it isn't showing tracked with Topcashback yet.

As they're the ones making the payment to you, can you raise a ticket with them and ask them to investigate?

Let me know how you get on.

Thank you
DanielS

Re: Topcashback not tracked

zimzam — Sat, 17 Jun 2023 15:36:58 GMT

Hi Daniel,

I did open a "missing cashback" claim three weeks ago but I've not had a response. The ticket just says "Waiting for retailer." I assume this means BT needs to acknowledge that the purchase was properly completed?

Thanks

Re: Topcashback not tracked

Crimliar — Sat, 17 Jun 2023 15:29:29 GMT

You need to contact your local trading standards, just like you BT are a pawn in this game!

Re: Topcashback not tracked

RobbieMac — Sat, 17 Jun 2023 15:43:26 GMT

Thanks for posting back and for raising the missing cashback claim @zimzam

I am sorry for these problems. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Topcashback not tracked

DanielS — Mon, 24 Jul 2023 15:16:00 GMT

Good Afternoon @zimzam,

I want to thank you for all of the contact that we've had since you raised this to me. Your patience was very helpful.

As you know, your order wasn't showing up as being referred from TCB. After a lot of back and forth with TCB, we were able to get a trace from them.

This isn't something that normally happens which is why it took so long to get sorted.

We have sent the payment across to Topcashback for you now as a bonus rather than a reward for the order. I have been assured that it's the right cashback amount for your order too.

I hope that I was able to fully help you with this.

Are you happy that everything is sorted and are you happy for me to close the complaint that I initially raised for you?

Thank you

DanielS

Re: Topcashback not tracked

zimzam — Tue, 25 Jul 2023 08:54:00 GMT

Hi Daniel,

Thank you so much for your help with this issue, I'm very grateful.

Do you happen to know when TCB will apply the bonus? It isn't showing in my account as of yet. If it's simply a matter of waiting then yes, I'm happy, and you can close the ticket.

Thank you again.

Re: Topcashback not tracked

DanielS — Tue, 25 Jul 2023 15:01:09 GMT

You are more than welcome @zimzam.

We sent the payment yesterday at 15:18:37 so it may take TCB a few days to process it and then award your account with it.

Take care and I hope you have a great week ahead.

Thank you

DanielS