topic Re: TopCashBack - Not Tracking in Billing

TopCashBack - Not Tracking

antuk — Mon, 09 Oct 2023 17:34:03 GMT

Hi,

I went through TopCashBack to order Full Fibre back in May, and it did not track properly. I raised a claim with TopCashBack and provided the TT order number however it was declined saying they TT were unable to locate it and have now come back with the following:

Do you possibly have an Account ID beginning with "N7", "N8" or "S0", followed by 7 digits?

This information may be found on your order confirmation email or we would otherwise recommend getting in touch with the retailers customer services who may be able to provide you with this information.

I cannot find any number beginning with N7, N8 or S0, the only numbers on my account start FTTP - can anyone help please

Thanks,

Anthony

Re: TopCashBack - Not Tracking

Gliwmaeden2 — Mon, 09 Oct 2023 19:56:43 GMT

Put that account number in your Community Forum Profile, @antuk.

Complete details by going via your avatar/name; settings. Personal Information. SAVE CHANGES.

I'll move this to billing first you.

Please look out for a response from staff during the day (Monday to Friday).

Re: TopCashBack - Not Tracking

antuk — Mon, 09 Oct 2023 20:01:32 GMT

I didnt see an account number field so ive added it to customer ID and the FTTP number to phone number, hope that works

Re: TopCashBack - Not Tracking

Gliwmaeden2 — Mon, 09 Oct 2023 20:24:27 GMT

Usually Arne-talktalk says either account or phone number will work in the same box, and I can see it seems to have completed fine, @antuk, so all appears to be well!

Re: TopCashBack - Not Tracking

antuk — Tue, 10 Oct 2023 12:38:55 GMT

Ive updated my profile - can anyone from TT assist?

Re: TopCashBack - Not Tracking

antuk — Wed, 11 Oct 2023 15:47:49 GMT

Hello,

Can someone from TT please assist - ive tried calling a few times but no one in customer services seems to understand and trying to explain TopCashBack to them just confuses them,

Im being asked by TopCashBack to provide an Account ID beginning with "N7", "N8" or "S0", followed by 7 digits - can someone look this up on my account and message me please (or alternatively talk to TopCashBack directly for me)

Thanks,

Anthony

Re: TopCashBack - Not Tracking

Gliwmaeden2 — Wed, 11 Oct 2023 17:22:00 GMT

I made sure it was in the queue for attention on Monday, @antuk.

It was escalated at 8.57pm. If staff are catching up from the previous week's threads it can take more than a couple of days to reach new ones.

Some cases are quite complex, so we can't second guess how quickly you will get a reply on here.

However, further posting delays the progress of the thread in the automatic workflow so it really is best not to post further till staff can respond.

Re: TopCashBack - Not Tracking

Arne-TalkTalk — Thu, 12 Oct 2023 12:30:17 GMT

Hi antuk

Your profile does not contain your account number, and I cant find any account with your email address.

Your account number starts with a 1, it can be found by logging into My Account.

Thank you.

Re: TopCashBack - Not Tracking

antuk — Thu, 12 Oct 2023 13:36:36 GMT

Hi @Arne-TalkTalk

I had my account number set in Customer ID, i guess you can't see that field. I have now moved it to phone_number, can you see it now?

Thanks,

Anthony

Re: TopCashBack - Not Tracking

antuk — Mon, 16 Oct 2023 18:51:00 GMT

Hi @Arne-TalkTalk

Just following up on this - can you see the relevant info now?

Thanks,

Anthony

Re: TopCashBack - Not Tracking

antuk — Wed, 18 Oct 2023 20:24:41 GMT

Hi @Arne-TalkTalk

Can I get an update please, its been a week now since I updated my profile as per you request

Re: TopCashBack - Not Tracking

antuk — Sun, 22 Oct 2023 15:28:29 GMT

Hi @Gliwmaeden2

Can you flag this in the queue again for me please?

Re: TopCashBack - Not Tracking

Gliwmaeden2 — Sun, 22 Oct 2023 15:36:18 GMT

I did so on the 18th, @antuk 10.33pm.

It was therefore in the queue but Arne had some catching up to do after being away previously. Not back before Monday.

Re: TopCashBack - Not Tracking

antuk — Wed, 25 Oct 2023 16:08:10 GMT

Hello

Can I get an update please, I appreciate your busy, but its been 2.5 weeks since I raised this question, and Ive got TopCashBack wanting to close my ticket as ive not responded to them.

@Gliwmaeden2 @Arne-TalkTalk

Re: TopCashBack - Not Tracking

Arne-TalkTalk — Fri, 27 Oct 2023 09:45:35 GMT

Hi antuk

We cant find a sales reference for your account as it went through City Fibre unfortunately we don't have access to that system, what was the cashback amount?

Re: TopCashBack - Not Tracking

antuk — Fri, 27 Oct 2023 09:49:04 GMT

Hi Arne,

It was £85. Can you clarify what you mean by you cant find a reference as it went through CF? The TopCashBack offer does not say its for Openreach connections only in the terms.

The latest message I got from TopCashBack is as follows:

The networks system will only allow certain formats, so if we were to try with the reference given then it would just bounce back for not being in the format needed.
We have got other members able to provide a reference as needed, we cannot get this looked into further without.
We work with the retailers affiliate network, not the retailer directly, so as the network are the ones that make the decisions on claims we need the information they request.
Unfortunately without we cannot query this further.

Can you advise how best to proceed

Thanks,

Anthony

Re: TopCashBack - Not Tracking

Arne-TalkTalk — Fri, 27 Oct 2023 10:33:30 GMT

Topcashback do not know what network the service is provided through, but the City Fibre system does not generate a reference (we have brought this up) which is the problem, But now that I know the amount we can find a workaround directly with Topcashback.

Re: TopCashBack - Not Tracking

antuk — Fri, 27 Oct 2023 10:37:55 GMT

Thanks Arne,

Should I leave my ticket open with TopCashBack? Ive hit a brick wall with them as they are insisting on this reference.

Re: TopCashBack - Not Tracking

Arne-TalkTalk — Fri, 27 Oct 2023 11:28:52 GMT

Yes leave it for now until I get a response, which will probably be next week.

Re: TopCashBack - Not Tracking

antuk — Wed, 01 Nov 2023 15:07:17 GMT

Hi Arne,

Do you have any update on this from your end?

Thanks,

Anthony