BT Topcashback declined

[Woz28]

I wonder if any one could help me please? 

I recently placed a BT new customer order through Topcash, but I have been informed it has been declined. I queried it with Topcashback and they said that it had not tracked.

I spoke to BT customer service who told me it had been tracked via Topcashback as the 3 numbers at the beginning (AJM) showed it had come via Topcashback.

I informed Topcashback of this and they have still declined it. Is there anything else I can do now? 

I was extremely careful to do it properly as it was for £95.  

[DanielS]

Hi @Woz28,

I'm sorry to hear that the order didn't track. When you clicked through to BT.com did you have any other sites open that work similar to Topcashback or any other comparison sites? The AJM reference can still show up if you weren't signed in or had those other sites open in different tabs. Also, did you use a private browser or have ads and cookies blocked? 

Thanks

DanielS

[Woz28]

Thanks for your reply. No I didn’t have any similar sites open. I was very careful as I wanted to be sure it tracked as it was for so much money. I was on my iPad in safari, I ordered a take away just after which tracked, so shouldn’t have had any problems. I was suspicious as my take away tracked straight away and I still hadn’t had confirmation from my BT order. 

[DanielS]

You are more than welcome @Woz28.

I can't promise that I'll be able to get the cashback for you but I can reach out to the people who deal with Topcashback within BT. They may be able to give us more information as to what happened.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

[JohnC2]

Hi @Woz28 I called earlier sorry I missed you. I've checked and the reason you cannot claim cashback is because your order has not completed yet. It takes around 45 days after the services is activated to be paid into the cashback account.

Thanks
John

[Woz28]

Hi John 

Thanks for the reply. I understand that the cashback wouldn’t be available for a while, but Topcashback are saying my order hasn’t tracked so I have no claim, even after 45 days. Transactions can show as tracked in Topcashback within an hour of referring through their site, but mine didn’t. An order doesn’t have to be completed to show as a tracked claim in Topcashback. 

[JohnC2]

Hi @Woz28 Thanks for posting back to confirm that. I'm sorry but we can't arrange to add cashback to an order so the only option would be for you to cancel the order and place the order again if the cashback offer is still available. 

If you need to cancel the order please contact the retentions team on 0800 800 030.

Thanks
John