Topcashback £95 Cashback incorrectly tracked as £80
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Topcashback £95 Cashback incorrectly tracked as £80
14-07-2018 12:58 PM - edited 15-07-2018 12:40 AM
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Hi to anyone who can help
Just signed up to transfer to Plusnet via Topcashback.
They are advertising £95(until 15/07) for 38mb Fibre Broadband but to my surprise has tracked at only £80
I have raised a claim with Topcashback, but will be a month until the process is "off ice"
Would really like this sorted before my service goes live.
Thanks in advance.
Re: £95 Topcashback incorrectly tracked
14-07-2018 1:26 PM
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Exactly the same has just happened to me as well! £80 rather than the £95 promised is showing on Topcashback.
Still we have two weeks of cooling off time to cancel our new Plusnet account!
Re: £95 Topcashback incorrectly tracked
14-07-2018 2:44 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: £95 Topcashback incorrectly tracked
14-07-2018 3:37 PM
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Re: £95 Topcashback incorrectly tracked
14-07-2018 10:32 PM
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A confirmation of the rate & that it will be sorted after the cooling off period would be a start.
How long do these things normally take?
Like I say on ice for a month, so that is the minimum.
Can you not speed it up your end?
13 days cooling off remaining.
Re: £95 Topcashback incorrectly tracked
15-07-2018 11:43 AM
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Re: £95 Topcashback incorrectly tracked
15-07-2018 12:41 PM
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TCB have confirmed the rate.
Assuming I don't cancel once the 'on ice' is up (12th Aug) please address ASAP.
Have had experiences where claims just sit waiting for retailer.
Should be a few weeks from payable then.
Will be back chasing once 'off ice' if am still a Plusnet customer.
Re: £95 Topcashback incorrectly tracked
15-07-2018 12:52 PM
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Re: £95 Topcashback incorrectly tracked
12-08-2018 12:26 PM
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Just to advise this is being taken off ice, so if you could confrim amount as soon as it is sent over to you. Thanks
Re: £95 Topcashback incorrectly tracked
13-08-2018 11:54 AM
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Hi @pnb
Just a quick update to let you know I'm looking into this with our marketing team and will provide an update as soon as they come back to me.
Best wishes,
Dave
Re: £95 Topcashback incorrectly tracked
13-08-2018 6:54 PM
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Thanks Dave
Re: £95 Topcashback incorrectly tracked
14-08-2018 9:55 AM
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Hi @pnb
Thanks for your patience whilst I investigated this for you.
Our marketing team have advised that the amount for this one would be £80. The £95 cashback offer was for Unlimited Fibre Extra rather than Unlimited Fibre.
As we've advised previously, the cashback would come through Top Cashback rather than ourselves, so please continue to escalate this with them if you hit any roadblocks.
Hope this helps to clarify the current state of play.
Best wishes,
Dave
Re: £95 Topcashback incorrectly tracked
14-08-2018 10:22 AM - edited 14-08-2018 10:22 AM
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Hi Dave
The Unlimited Fibre was clearly marked as £95 (I have screenshot) & I based my order with yourselves on this.
I would be grateful if you therefore honour it or credit my account with the extra £15
I await your reply.
Regards
Re: £95 Topcashback incorrectly tracked
14-08-2018 10:24 AM
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& as I stated previously TCB confirmed the rate as correct.
Re: £95 Topcashback incorrectly tracked
14-08-2018 10:31 AM
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Hi @pnb
Thanks for the confirmation.
The cashback that we would marry up with Top Cashback for Unlimited Fibre is £80. If Top Cashback have labelled this incorrectly as £95 you would need to escalate this with them accordingly - we would not be able to honour any additional cashback based on their advertising material.
Kind regards,
Dave
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