topic Re: TopCashback problems in My Order

TopCashback problems

Jon_B — Sun, 24 Jul 2022 21:59:17 GMT

I signed up on 8th May for the offer as per attached screenshot, with £63 cashback and £75 reward card, which both together give the advertised average monthly cost over 18 months.

I got the reward card, but the cashback didn't seem to track. TopCashback gave me some tale about having to wait 60 days, but it still isn't showing. When I ask TCB about it, they always want an order number - Plusnet don't seem to provide such a thing to their customers.

Re: TopCashback problems

Mustrum — Mon, 25 Jul 2022 00:26:01 GMT

Why is it people do not bother to look at the T&C's?

You either get the Topcashback or the PN reward - not both.

Re: TopCashback problems

Jon_B — Mon, 25 Jul 2022 18:14:35 GMT

Do the maths - to get the advertised £17.33 average monthly cost, both cashback and PN reward must be applied. I did not see anything to the contrary when I placed the order, and believe me, I checked pretty thoroughly what I was signing up for.

Re: TopCashback problems

Jon_B — Mon, 25 Jul 2022 18:59:24 GMT

I've just looked on TopCashback and they are still pushing pretty much the same offer (see attached). It's very clear that both discounts are applicable together.

I'm not here to complain to Plusnet (well not yet, anyway) - the cashback is TopCashback's responsibility I believe.

But my point is that TCB ask for an order number to check with Plusnet that I have actually bought the product, but Plusnet never gave me an order number, as far as I can tell.

Re: TopCashback problems

iannewson — Mon, 25 Jul 2022 19:16:36 GMT

Go to https://www.plus.net/my.html?action=account_summary&s=0 and it should give you and order number.

Make sure you log the missing tracking cashback via https://www.topcashback.co.uk/account/enquiries/ but believe me it can take a LONG time ( my record is 1 year + (not plusnet))

Re: TopCashback problems

Jon_B — Mon, 25 Jul 2022 20:40:49 GMT

Thank you Ian, that is the information I was looking for.

Re: TopCashback problems

kenzo23 — Sun, 04 Sep 2022 13:06:14 GMT

I'm the same, there needs to be more clear messaging that if you take the reward card you won't get the cashback. The savings on Topcashback include both the cashback and reward, if I knew it was only one or the other, there's better deals out there.

Re: TopCashback problems

Gandalf — Sun, 04 Sep 2022 13:32:54 GMT

Hey all,

I'm really sorry for the issues with this. We do explain in our cashback guide Here that you'll only be eligible for a reward card or cashback, not both. However, the exception to this rule is if you had signed up through one of the below links:

https://www.quidco.com/compare/home-broadband/

https://compare-broadband.topcashback.co.uk

If that's the case, could you raise a claim with TopCashback (or Quidco) if you haven't received the cashback?

Re: TopCashback problems

kenzo23 — Sun, 04 Sep 2022 14:49:33 GMT

Hi it was through Topcashback compare, that's why I knew what the monthly cost would be as it lists them in order. Topcashback have said as I signed up for the reward I wasn't eligible.

A bit confused by it, if they calculate cashback and reward, then say it's only one.

Re: TopCashback problems

Gandalf — Sun, 04 Sep 2022 14:51:57 GMT

Ah okay. Have you escalated this with TopCashback through a claim?

Re: TopCashback problems

kenzo23 — Sun, 04 Sep 2022 14:57:07 GMT

I have and they said

"I've had a further look into this for you and the reason for your cashback being declined would be because in the T&C's for Plusnet Broadband under the 'What will stop me getting cashback' category, it states: 'Cashback is only eligible on the offers listed and not in combination with other offers that include reward cards.'

As I signed up through the broadband compare section I'm a bit confused by it. I went back to them there with the exceptions being the compare site with what you said, lets see what they say.

Re: TopCashback problems

Gandalf — Sun, 04 Sep 2022 15:13:10 GMT

@kenzo23 wrote:

I went back to them there with the exceptions being the compare site with what you said, lets see what they say.

Sounds like a plan. Keep me updated.

Re: TopCashback problems

Jon_B — Sun, 04 Sep 2022 16:40:41 GMT

I ordered via the TopCashback broadband comparison.

I raised a claim back in May since the purchase didn't show up in my TCB account.

Still waiting.

Re: TopCashback problems

Jon_B — Sun, 04 Sep 2022 16:43:27 GMT

This is quite ridiculous - have you seen the screenshots I attached earlier? It clearly shows your effective cost should be £17-odd pounds a month.

If TCB don't get a move on I'll be taking this to the ASA and Which? magazine.

Re: TopCashback problems

kenzo23 — Tue, 06 Sep 2022 15:53:42 GMT

Hi All, update from Topcashback: Please be aware that Plusnet themselves are not directly involved in the cashback process, this is handled by their chosen agency and so their customer service team may not be fully aware of how this all works.

I am unsure as to why they have advised you this way and have noted this down for our transactions specialist to look at, as to why they have made a conflicting statement to their terms on our site.
We also cannot provide you with these cashback funds as we have not been granted them for the aforementioned reason by Plusnet's network.

Which takes this back to my original point, it should be made clear on the Plusnet site, even with the Topcashback logo on the Plusnet page that if you claim the reward card, you won't get any cashback. Save a lot of angst with customers expecting and factoring in savings on both. Same with the Topcashback site, as they include both when listing monthly costs.

Re: TopCashback problems

Gandalf — Tue, 06 Sep 2022 15:57:26 GMT

Thanks for the update!

It's interesting because the advice which I've provided has come direct from our Marketing Team.

Let me ask a colleague in Marketing. In the meantime, are you able to relay this to TopCashback?

Re: TopCashback problems

Jon_B — Tue, 06 Sep 2022 21:32:36 GMT

I'd point out that these deals are still available on TopCashback's Compare Broadband site. In this case £65+£63 = £128

Re: TopCashback problems

kenzo23 — Tue, 06 Sep 2022 21:53:36 GMT

And it actually has the savings in the total at the bottom. This (or similar) is the deals we've signed up for, but they don't seem to be getting honoured, with Topcashback blaming Plusnet for not paying the cashback.

Re: TopCashback problems

Gandalf — Wed, 07 Sep 2022 19:12:43 GMT

This is still on my radar to look at with the right people.

@kenzo23 in the meantime, have you gone back to TopCashback to confirm that the advice I’ve provided comes from the Marketing Team?

Appreciate you shouldn’t have to do this to get an offer you’ve signed up on but it would help a lot.

Re: TopCashback problems

kenzo23 — Wed, 07 Sep 2022 19:41:39 GMT

Hi Gandalf,

looks like they've made their case but I'll go back and say this comes from the marketing team. I'll mention they're still showing the deal of both cashback and reward card in the savings.

I'll keep you updated, thanks.