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Topcashback declined

skehan
Newbie
Posts: 5
Thanks: 1
Registered: 3 weeks ago

Topcashback declined

Hello,
I recently signed up with you through topcashback where I was offered £60 cashback by going through the topcashback site which I did. But my cashback has been declined?

10 REPLIES 10
Plusnet Help Team
Plusnet Help Team
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Re: Topcashback declined

Hi @skehan, I am sorry to hear that.

Could you please tell us the reason they stated for declining the cashback?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
skehan
Newbie
Posts: 5
Thanks: 1
Registered: 3 weeks ago

Re: Topcashback declined

Hi @MatthewWheeler,

It says, 'Plusnet Broadband Cashback has been declined by the retailer' or where can I find a more detailed explanation?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: Topcashback declined

Hi @skehan

 

Thanks for getting back in touch. Having looked into this I am unable to see your particular cashback code within our system, I wouldn't panic though. These are usually added at the end of each month so will be visible for us to look into in the coming days.

I have sent you a ticket with a little more info here

 

If you have any other questions feel free to get in touch.

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
skehan
Newbie
Posts: 5
Thanks: 1
Registered: 3 weeks ago

Re: Topcashback declined

Hi @Warwick, thanks for getting back to me. In the private message sent I was told to check back after Monday for more information? Is there any update? Payment is still declined and on ice currently in topcashback.
Thanks,
Plusnet Help Team
Plusnet Help Team
Posts: 592
Thanks: 83
Fixes: 29
Registered: ‎06-08-2018

Re: Topcashback declined

Hi @skehan

 

Thanks for getting back in touch and I am sorry for any further delays.

I have reviewed further on your account and our system and have responded via the ticket here

 

If you have any further questions please feel free to get in touch.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
skehan
Newbie
Posts: 5
Thanks: 1
Registered: 3 weeks ago

Re: Topcashback declined

Hello @Warwick,
Thanks for your reply. I have followed the advice sent to me.

Hopefully this works,
Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 13,878
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Registered: ‎21-04-2017

Re: Topcashback declined

Hi @skehan thanks for carrying out those steps.

In the meantime I've done some digging, I've emailed our billing and marketing teams to investigate this further as there appears to be some confusion with the offer your account was signed up on.

One system shows that you've signed up on an affiliate offer, however another system shows you haven't which I suspect is the reason behind TopCashback declining the cashback. I suspect that there won't be anything that can be done to approve the cashback amount in your TopCashback account but we should be able to still honour this a different way.

We'll update you as soon as we know more within the next 5 working days, however if you've receive a response sooner from TopCashback feel free to let us know what they've said and we'll pass this on to our billing/marketing team.

Apologies for the inconvenience caused.

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 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
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Re: Topcashback declined

Hi @skehan I've received confirmation from our billing team to advise that your account has tracked on a cashback offer directly through us as opposed to through TopCashBack. 

You should receive an email from Plusnet Rewards within the next 5 to 7 working days with instructions on how to claim this, it's just a short form. Once you've filled this out you'll receive the cashback(Likely to be a reward card or cheque) within 30 days. If any of the above doesn't go to plan, feel free to let us know.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
skehan
Newbie
Posts: 5
Thanks: 1
Registered: 3 weeks ago

Re: Topcashback declined

@Gandalf thank you
Plusnet Help Team
Plusnet Help Team
Posts: 13,878
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Registered: ‎21-04-2017

Re: Topcashback declined

No problem, let us know if you need help with anything else

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team