Cashback Problem - All the fault of NowTv

[Anonymous User]

Hi!

Mid December 2016 we joined NowTv through "topcashback.co.uk".  We did so to take advantage of the £75 cashback that was then being offered.  Immediately there were problems, the cashback didn't "trace", and a claim was lodged with Topcashback to investigate and resolve the problem.

Some 7 months later, we've yet to receive any cashback and the most recent update tells us that the ongoing delays are ENTIRELY THE FAULT OF NowTv.  The update states that our claim for cashback has long since been passed to the merchant (NowTv) and that despite efforts to chase NowTv, the claim still goes unanswered by NowTv.  It couldn't be clearer or more vocal in stressing that the delay is completely due to the way in which NowTv handles it's customers cashback issues.

Obviously after 7 months I want this resolved and as such I have some questions:

Firstly, is this all true?  Are NowTv the source of this obscene delay?

Secondly, can I contact the department at NowTv who deal with cashback issues?

My account / order number is 622916894190.  I joined through my mother's topcashback account, username pammiewam and the missing cashback claim (New Customer Combo package with Fab Fibre Broadband - £75 cashback) has been lodged since December 2016.  

If one of you gurus could look into this or even just pass me onto someone who can, I would be extremely appreciative.  

Many thanks.

[Anonymous User]

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@Anonymous User wrote:

Hi!

Mid December 2016 we joined NowTv through "topcashback.co.uk".  We did so to take advantage of the £75 cashback that was then being offered.  Immediately there were problems, the cashback didn't "trace", and a claim was lodged with Topcashback to investigate and resolve the problem.

Some 7 months later, we've yet to receive any cashback and the most recent update tells us that the ongoing delays are ENTIRELY THE FAULT OF NowTv.  The update states that our claim for cashback has long since been passed to the merchant (NowTv) and that despite efforts to chase NowTv, the claim still goes unanswered by NowTv.  It couldn't be clearer or more vocal in stressing that the delay is completely due to the way in which NowTv handles it's customers cashback issues.

Obviously after 7 months I want this resolved and as such I have some questions:

Firstly, is this all true?  Are NowTv the source of this obscene delay?

Secondly, can I contact the department at NowTv who deal with cashback issues?

My account / order number is 622916894190.  I joined through my mother's topcashback account, username pammiewam and the missing cashback claim (New Customer Combo package with Fab Fibre Broadband - £75 cashback) has been lodged since December 2016.  

If one of you gurus could look into this or even just pass me onto someone who can, I would be extremely appreciative.  

Many thanks.

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@Anonymous User

Hi Welcome to the foum, we will pick this topic up via email straight away for you

Thank you the Nowtv Team. 

[Anonymous User]

Dear Nadine,

Thank you for the prompt attention, however the email I've received in no way addresses the points I queried.  It is extremely frustrating when this happens.

To briefly address the points in the email:

 ... This was a standard topcashback offer, nothing unusual, no extra codes or anything to warrant confusion.

 ... A missing cashback claim was made immediately let alone within 7 days.  The claim was "put on ice" to use topcashback parlance, as there was a waiting period through which I had to wait in order to definitively see if the cashback was tracked or not.  It was not.  The claim was duly escalated.

 ... As I clearly stated, several times, the claim has been in place for about 7 months.  I'm not sure why you're telling me that you can only investigate a claim if it's submitted before 100 days elapse?  Again, the claim was made immediately and, again, has been lodged now for around 7 months.

Please, pretty pretty please, don't fob me off with some generic response.  I've properly and thoroughly submitted the appropriate claim through topcashback.  I've chased them several times and they are now stating that cashback is being delayed entirely because of NowTv.  They are adamant that the claim rests now with NowTv and that they have themselves chased NowTv but that NowTv continue to be an obstacle to the resolution. 

This has led me here and my direct and specific queries are:

... Have topcashback sent the claim to NowTv and are NowTv responsible for this increasingly egregious delay?

... If so, can you please direct me to the department who deal with this?  A phone number or email would be great, but please don't send me yet another generic customer service number.

All this requires is for someone to breifly take ownership of the problem, contact the appropriate department, liaise with topcashback and ... done ... everything would be sorted.  Please help me contact the person who will do this.  I trust you and anyone else reading can appreciate just how frustrating and unfair it is to be stuck in limbo, unable to solve the problem myself and not even allowed to speak to someone who can.

I will try the customer service number emailed to me, but I don't expect it will yield anything other than the irrelevant generic response that I got in the email you mentioned.  Either way, I'd appreciate it if you could reply to this message directly.

Sincerely.

[Anonymous User]

@Anonymous User

Thanks for getting back to us, we apologize for the email not specifying to the above issue accurately enough, in the email we sent, there should be contact details at the bottom of the email to get in touch with us regarding this, all notes and messages are left in your account (to avoid repeating yourself)

We hope this helps

Nadine @ The Nowtv Team

[Anonymous User]

Dear Nadine,

I'm afraid this doesn't help in the slightest.

What would have helped, is if you had said "No problem, I'll look into that for you".  Or "No problem, I'll have the appropriate department look into that for you", reverting to me with some meaningful, substantive reply.  

THAT would have helped.  

Instead, you refer me to customer service, again.  The bog-standard customer service number.  Which is engaged.  Again.  This does not help.  Further, there is a reason I chose to try and have this resolved online.  I'm quite capable of making phone calls, looking up standard customer service numbers, et al.  But I chose to try and resolve it online.  Why?  Well it's not really the business of NowTv, but I have an extremely unwell wife and I try to keep the phone clear for more important issues.  Admittedly NowTv ensure that desire is met but making the 03303323050 number unreachable, but I doubt that was your intent.

So I suppose, for now, I'll just keep randomly trying the number in the hope that it doesn't pause ... then give me an engaged tone.  But, in answer to the email prompting me to say that this matter has been satisfied ... no, I'm afraid it hasn't been.  My original contact was either ignored or given only lip service judging by the predominantly irrelevant email I was sent.  My subsequent discord was referred again to a number I neither want to be calling or indeed am able to connect to.  And generally, this is not what I consider to be good customer service.

If nothing else, I'm beginning to believe TopCashback when they say that they are unable to have you resolve the problem and that the delay rests entirely with you.

[Anonymous User]

And ... fyi ... yes, that number is engaged again ...