Cashback not received

[rjpowens]

I ordered a broadband package through Topcashback which tracked on 27 August. Estimated payable was 10 weeks from that date which was 5th November but the cashback has not even moved from pending to confirmed. It was installed in September and nothing was cancelled or amended. Can someone confirm this on BT side??

[Keith_Beddoe]

Did you claim it, as its not paid automatically?

[rjpowens]

I’ve claimed and received a reward card directly through BT. The cashback is through Topcashback which usually just goes from Pending to Confirmed to Payable for other merchants...does BT have a different system? It has remained as Pending since 27 August, I can’t claim a payment through Topcashback until it becomes Payable. I have an AJM reference so from what I can gather from this forum this means that it has tracked properly. I see that other people have made contact with a moderator who has been able to confirm the cashback but I don't know how best to go about doing that. 

[PaddyB]

Hi @rjpowens,

Have you raised a support ticket with Topcashback to find out why the payment has been delayed? 

Thanks

PaddyB

[rjpowens]

It's not letting me raise a ticket as it's not 4 weeks past my 'estimated payable' but i've already waited 10 weeks! Also i've just realised that in my account the merchant was listed as 'BT Mobile' when what I clicked on and ordered through was 'BT Broadband', it has tracked and it is the correct amount so I don't know if this is a problem or not. 

[PaddyB]

Hi @rjpowens,

I can take a look at your order to make sure its all completed correct at BT's end.

Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

[JohnC2]

Hi @rjpowens thanks for sending over your details. I've contacted the promotions team for an update on your cashback. They normally take 2-3 days to get back to us and I'll update you as soon as I hear back from them.

Cheers
John

[rjpowens]

Great, thanks!

[JohnC2 · Accepted solution]

Hi @rjpowens, the promotions team have got back to me. They have confirmed that you will receive the cashback and it should be in your TCB account within the next 30 days.

Cheers
John

[rjpowens]

That’s fab, thank you!