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Beginner
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Message 1 of 6

Failed payment via Topcashback

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I ordered BT Broadband and telephone as new customer back in October 2018 through Top Cashback (completing the order fully online and having cleared my cookies before starting - I've used these sites for years so know how they work). BT had severe problems getting my order through Openreach who kept cancelling the order but eventually I got my service 3 months after ordering.

Today Top Cashback marked that my Cashback has been declined I can't raise a missing cashback claim on their site because it's over a 75 day limit. Is there way of having this investigated at BT please? Happy to supply more details as necessary.

Cheers. 

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Failed payment via Topcashback

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Welcome to this user forum. @GreenNigel 

This usually happens when an order is changed, or cancelled then ordered again. The final order does not match what was sent via Topcashback. This may well be the case.

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.

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Moderator
Moderator
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Message 3 of 6

Re: Failed payment via Topcashback

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Hi @GreenNigel  welcome to the forum and sorry you have not received your cashback. 

We'll be happy to help you with this. I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

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Moderator
Moderator
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Message 4 of 6

Re: Failed payment via Topcashback

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Hi @GreenNigel,

Thanks for taking the time to speak with me today.

If I hear anything before Monday, I will be in touch. Otherwise, I look forward to speaking with you on Monday Smiley Happy

Thanks

DanielS

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Beginner
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Message 5 of 6

Re: Failed payment via Topcashback

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No problem, I really appreciate your help.

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Moderator
Moderator
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Message 6 of 6

Re: Failed payment via Topcashback

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Hi @GreenNigel,

Thanks for speaking with me today.

I'm happy that I was able to get the payment arranged for you.

Have a great day Smiley Happy

Thanks

DanielS

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