TopCashback problems

[#1]

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.

[#2]

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.

[#3]

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.

[#4]

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.

[#5]

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)) 

[#6]

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

[#7]

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.

[#8]

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? 

[#9]

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.

[#10]

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

[#11]

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.

[#12]

@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.

[#13]

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.

[#14]

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.

[#15]

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.