I ordered my BT Sevice through Topcahsback in February and had my service installed in March. The offer was £130 cashback and £150 BT Reward. My contract was up with Virgin (who I had been very happy with) and this offer persuaded me to join BT.
I cleared all cookies and cache in browser before the purchase and took screen grabs of everything.
The cashback Tracked at £120, so I opened a claim with TCB for the extra £10. They told me BT insisted £120 was correct and the order at some point went to Confirmed so I was just waiting to it to go to Payable so I could withdraw my cashback to my bank account. I wasn't too bothered about that £10- it was not worth the hassle arguing about it.
I have regularly logged into TCB to check on the Status and was shocked to find, a few days ago, that it has now been Declined!
I am absolutely fuming as I'm now paying more for a shoddier service. Customer Service is awful (kept me on the phone for 30 mins just to order a new router- then sent 2!) and my broadband speed keeps dropping sometimes as low as 15mb. I am paying for 52mb. TV hardly has any channels as I didn't realise you needed an aerial to pick most of the channels up.
I am waiting for my second engineer visit tomorrow. If it cannot be fixed obviously I am within my rights to cancel my contract.
I am £130 out of pocket and am waiting for the BT cashback team to call me. When I called the to complain they would not give me the direct line.
Does anyone have any advice?
Hello NeilO, I did this as soon as I noticed it had been declined. They are looking into it. I do not expect them to be able to resolve it.
I would appreciate your help in this matter if you want to keep me as a customer. As discussed with BT during my last phone call with them, I have told them they have until the end of this week to sort cashback and broadband issues out or I am leaving. The engineer is due to call at my house today also to try fix the broadband issue.
Here is the reply I have received from TCB
Thank you for your post and for confirming this for us.
I have taken a look into your claim for you today and I have decided to add your claim to our query log to be queried further with the merchant's affiliate network. I'm hoping that they will be able to provide further information with regards to your claim and as soon as we hear back from them, we will get in contact with you.
Once we receive any further updates, we will be in touch.
Thanks for getting back. It looks like this has been raised to the correct team but I'll be happy to take a look for you if you wish. Just drop me over an email with your details. You'll get the contact the moderators link in my profile.