TopCashBack Declined

[Firefox2]

Hi,

I hope you can help.

I submitted an order as a new customer for BT broadband 500mb through TopCashBack for £120 on 28th July 2025.  I received an email confirmation and the order could be seen at BT confirmed over the phone.

Order ID: BT************

I called 30th July to get an update to which someone said they saw the order pending and would get someone to put it through.

The following day TopCashBack updated the status to: BT Broadband - New Customer Cashback has been declined by the retailer. 

Order Reference: VOL**********

My broadband service was completed and up and running 4th August.

I have put in a claim with TopCashBack however I feel this is most likely a fault at BT. Could you please help look into this?

Thanks

[mod edit: removed personal details from the forum]

[imjolly · Accepted solution]

this is a customer help customer community forum and your post does not go to BT.  The forum mods do not have account access so I suggest you contact billing using message now and see if they can help

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Firefox2]

Hi,

Thanks for your reply.

Prior to creating this post I saw many others who experienced this problem and found success finding people who could help and solve the issue.

I was hoping this would be the case unless such people are not active on the forum anymore.

Thanks

[imjolly]

The previous posts the people were helped by the then forum mods but things change and the current mods no longer have account access so you need to try billing