Topcashback £95 Cashback incorrectly tracked as £80

[#1]

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.

[#2]

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!

[#3]

The 14 day cooling off period starts on the sign up date - not the start of service date.

[#4]

Sorry to hear this.

If you've raised this with TopCashback already I'm afraid there's nothing more we can do on our end

[#5]

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.

[#6]

Hi there, as you have raised this already this, we can not speed this up unfortunately. Please accept our apologies for the delays caused.

[#7]

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.

[#8]

Hi there, if you don't get this on the date advised then please let us know.

[#9]

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

[#10]

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

[#11]

Thanks Dave

[#12]

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

[#13]

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

[#14]

& as I stated previously TCB confirmed the rate as correct.

[#15]

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