Quidco cashback not even tracked

[biancacantwell]

Hi,
I am having a very similar issue, in that I purchased a broadband and telephone package throughout quidco, but it is not showing up as ‘tracked’. We received our broadband at the end of last year, so I raised a claim in January but still have not heard anything. Please could someone look into this for me?
Many thanks,
Bianca

[Keith_Beddoe]

Welcome to this user forum. @biancacantwell 

I have moved your post to this new thread, so you can get personal help from the community or moderators, so please watch this thread for updates.

What are the first three letters of the sales refernce (NOT the VOL number)?

If you cannot find it then try https://www.bt.com/appsordermgmt/secure/listoforders.do

Look for the sales reference on this page, top right. It should start with either AJM or BTC

It may also be on the email you received from BT, confirming your order.

These references are only issued on orders that have successfully tracked back to the referring site.

Was your order changed in any way, perhaps it had to be cancelled and then re-ordered?

[biancacantwell]

Thank you for getting back to me so quickly! I have just gone back through my emails, and in an email from yourselves on 20/12/18 I have a reference beginning with AJMAAZ - does this sound like what you are asking for? The subject of this email is ‘You’re good to go’.
As far as I am aware the order was never cancelled or changed in any way.
Many thanks,
Bianca

[Keith_Beddoe]

@biancacantwell 

I am just a BT customer.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[biancacantwell]

Great, thanks Keith!

[Keith_Beddoe]

Just a quick question, as its likely a moderator will ask this

When you raised a Declined Cashback Claim with Quidco, did you get any acknowledgement?

[DanielS]

Hi @biancacantwell,

We can get it looked into for you. However; can you answer what @Keith_Beddoe asked on his last message please? It will help us.

Thanks

DanielS

[biancacantwell]

Hi Daniel,
All it says when I go into my Quidco app is ‘The retailer will process your claim in due course’ but I haven’t had any actual acknowledgement of my claim.
Many thanks,
Bianca

[DanielS]

Thank you@biancacantwell,

I've sent you a private message since with some information detailing how you can contact us for help.

Thanks

DanielS

[JohnC2 · Accepted solution]

Hi @biancacantwell  Thanks for sending over your details. I raised a case with our promotions team and they normally take 2-3 days to get back to us. I'll update you as soon as I hear back from them.

Cheers
John