Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on the app today to find my account was logged out. I reset password but still cant login. This somehow happens after I contacted about never receiving my payment. I requested my payment over 3 weeks ago and still have not received it. I need the payment or I will have to file a chargeback with my credit card since you guys did not fulfill. You can check the tickets I submitted but I am no longer able to access my account. Please send the payment.

  Business Response

  Date: 11/10/2022

  Hey,
  
  Please email **************************** for support with logging in. 

   

  Matt 

  Customer Answer

  Date: 11/11/2022

  
  Complaint: 18380401
  
  I am rejecting this response because:
  
  Unfortunately they were no help stating I was making Illegitimate transactions. I met the terms and conditions of your site and now they will not payout the money I have rightfully earned. I have spent over $200 and now I am at a loss.
  
  Regards,
  
  *************************

  Business Response

  Date: 11/15/2022

  If you wish to have your account reviewed please do reach out to **************************** and our team will review it. 
  
  Matt 

  Customer Answer

  Date: 11/15/2022

  
  Complaint: 18380401
  
  I am rejecting this response because:
  Ive already reached out again however they have not gotten back to me.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 11/16/2022

  Our team will need a couple of days to reply to you, they will reply as soon as possible. 

   

  -****

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered with TopCashback for their *** service deals. I purchased two Private Internet Access plans (one on 7/24, one on 8/25 for my friend), a Surfshark plan on 8/2, a CyberGhost plan on 9/5 and a Pure*** on 9/15. The reason I purchased these plans is that TopCashback offers >100% cashback on them, and it's nice to have backups for *** services in case one stops working.TopCashback closed my account and removed all my cashbacks for "making illegitimate or abusive transactions". All the *** accounts are still active, and I did not request refund or chargeback from any of them. All the *** cashback deals are listed as separate deals on the website, and there's no limit listed on the website about how many different deals one can get.I asked TopCashback to either provide an explanation for the account shutdown, or let me know of any supporting documents they need to prove the legitimacy. TopCashback does not respond to my emails, despite that their customer service say repeatedly in review sites that they are willing to double check account shutdown decisions.

  Business Response

  Date: 11/14/2022

  Hey,
  
  The intention of our site is to earn cashback on everyday purchases, if an account has been created with the only reason to partake in multiple offers where more cashback is offered than a purchase and for that purchase to be cancelled straight away it's not innkeeping with our fair play policy. 
  
  Matt 

  Customer Answer

  Date: 11/14/2022

  
  Complaint: 18346090
  
  I am rejecting this response because:

  I believe TopCashback didn't even read my complaint carefully. As I mentioned, all my VPN accounts are paid, active, and have never been refunded, so the part that "for that purchase to be cancelled straight away" do not hold. You do not see my everyday purchase activity, because I tried your site for a computer purchase, it did not track, I did not bother to ask, and the previous account was closed due to inactivity.

  In addition, I do not see how "partake in multiple offers where more cashback is offered than a purchase" is a violation of fair play policy. I am an actual user, not a bot. I paid for the services and is actively using them. The service providers meet whatever goals their promotions are meant to achieve. TopCashback receives payouts from merchants and simply passes them along to users. The start/end of promotions are determined by time, not by the count of users, so I'm not stopping other users from participating in the promotion. I do not see anyone suffering from loss here.
  
  
  Regards,
  
  ***************

  Business Response

  Date: 11/16/2022

  Our team will be happy to review the situation if you email them at **************************** 
  
  ****

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a US-born citizen, speak only English and some Spanish. Why would anyone care about that? Well, TopCashBack does.
  I booked a two day stay at the Bahamas via booking.com and used their Cashback service. It all went through, booking.com paid TopCashBack commission, and they said Cashback is payable. I did request a US Amazon gift card. Request was declined because payouts are not being sent in "my region". What does that mean? None explanation was given. But I used my mother's iPad, with US IP address and US region, which was set to Russian language (since she mainly speaks it with my siblings).
  I replied them with that explanation and out of the blue, they've requested an invoice from hotel. So, "my region" was not an issue, right? I've sent an invoice. Next day I received a new query with some email addresses which allegedly have similar activity to mine with a ridiculous demand.
  I'm not kidding. TopCadhBack sent me list of random emails and demanded I found account owners, AND find out why are they also used booking.com. I politely replied that those are not my emails. TopCashBack got back and confirmed I need to find those account owners. Could you believe that?
  After I declined to start searching for random account owners, they just blocked me!
  Issue of course non of that, because they would have mentioned that in the initial decline. Those demands arose after I countered that initial decline.
  The real issue is that my mom's iPad was set to Russian language. And that day some racist decided that this iPad language is banned, because why not, now trying to dig something.
  There are a lot of scams around, and quite frankly, I'd have just given up if they just said f-off.
  So, just do not bring your business there. Who knows what iPad language would they ban today.

  Business Response

  Date: 11/04/2022

  Hey,
  
  Just to some ongoing world situations, we are unable to pay cashback to some regions. 

   

  However, if you do believe an error has been made with this please do reach out through your account and our team will review it. 

   

  **** 

  Customer Answer

  Date: 11/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They probable haven't read my complaint at all, as I clearly stated that they blocked my account after I denied searching for owners of random email addresses. So their “oh just write to us” is ridiculous. 

  If US citizen with US IP cannot use their website, put it in T&C's. 

  
  
  Regards,
  
  
  
  ******* ***

  Business Response

  Date: 11/07/2022

  Hey,
  
  I am not the team who can assist with your query or get this looked into and so please can I ask that you do reach out to the email provided. 
  
  **** 

  Customer Answer

  Date: 11/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This entity seem to think that this is a chat between a customer and a company. 

  This is official complaint to the government body. If whoever answers for an official complaint is "not the team who can assist with your query", they should be relived of this duty, and company fined by the government. 
  
  
  
  Regards,
  
  
  
  ******* ***

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had my topcashback account for a while until I started referring my colleagues, my sister and then my daughter. Only my daughter lives in the same home with me. I read the policy carefully and it allows members in the same household have different topcashback accounts. My sister lives in a different house we never share anything (phone, device, IP address, email, etc). My colleagues work in the same office with me so of course we have the same IP address (company's IP address from wifi network); sometime same device code because all our laptops belong to the company.I don't know why out of nowhere topcashback accused that we are all the same person. They closed my account and all other people's accounts whom I referred. They asked me to verify, I sent them my real ID picture, with my picture/ DOB/ Address/ everything to prove who I am. My daughter was sick of them so she didn't bother sending anything to verify. My sister and my colleagues also sent them their IDs. Of course all IDs are different for each person. But they still said they we are all the same person. How can one person have different IDs? I think they meant I photoshopped the IDs and sent for each. I don't think I have that high skill of fraud. If I did have that ability, I would do something bigger rather than trying to get a few dollars from a rebate website. Is it a joke?!?They owed me my cash back money as well as my referral bonus. The amount was less than $100 so I may not want to get it back but I still want to report them here for their scam. Yes there're tons of rebate websites out there for us to use please use Rakuten, *********, Ibotta, Fetch, Checkout 51, Shopkicks, Swagbucks, anything you want but not topcashback please if you don't want to spend so much time to play around with their jokes.

  Business Response

  Date: 10/24/2022

  Hey, 
  
  Our team are extremely careful when making decisions about accounts as we want to ensure that members who fully own and operate their own account can do so without interference. 
  
  That said, should our team have evidence to suggest that policy isn't being followed they will take action to do that. This ensures everyone is treated with care and fairness. 
  
  If there is evidence to suggest an account is fully owned and operate by a unique person they will allow that to take place. However, if those accounts are registered to different people, yet operated by one person they will prevent those accounts from earning cashback. 
  
  Matt 

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is hands down the worst customer experience I have ever encountered. I was supposed to get 20% back from Airport Parking Reservations booked for 7/29/22 for $56.19 which should be $11.23, they sent me $1.71??? I also applied a $2.50 coupon which never appeared. It gets even better! I also booked rooms at Marriott Bonvoy for $923.28 at 3% back which equates to $27.70, which I never saw. According to my math, Top Cashback owes me $41.43! To add insult to injury, the link on their email to check the status of my support ticket doesnt work. Emails go unanswered, the only emails I receive from them is if I want to cash my $1.71!!! I use ******** *********** Shopping and others and have never encountered such dismal customer support. I honestly feel that they advertise falsely and I have been scammed. I travel extensively and thought I would give Top Cashback a shot......Never Again!

  Business Response

  Date: 10/06/2022

  Hey, 

   

  I have replied in detail to your complaint via a support ticket in your account. I hope you find this reply useful and informative.

   

  Best wishes,

  ****

  Customer Answer

  Date: 10/11/2022

   

   

  Hi,

  I would like my complaint removed. The merchant responded immediately and was more than accommodating in correcting the issue.

  Thank you,

  *************************

  Sent from my iPhone

• Initial Complaint

  Date:09/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After the merchant paid my cash back to Topcashback, Topcashback closed my accounts and didnt allow me to claim my cash back from my purchase.

  Business Response

  Date: 09/26/2022

  Hey, 
  
  
  While I appreciate the concern over your account, the only reason an account is suspended is if there is a clear breach of our terms of service / fair use policy. Therefore, if your account is closed without your consent it would be for this reason. 

   

  I understand when such decisions are taken it's disappointing, that said is completely avoidable by following the fair use policies we have in place. 

   

  Our team will happily double check over a decision if you reach out to us, that said if clear breaches have been made they won't be able to reverse this. 

   

  Matt 

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business promises cash back at first I had no problem getting my cash back until it became a substantial amount what used to take only a month to get back now I've been waiting over 3 months to get over $200 back and all they do is go back and forth giving me no reason at all that's why I don't have my money it still says I have $90 payable right there on the screen but for some reason can only get $9 and the other $100 has just disappeared completely they owe me a total of about $200 that I'm not getting paid for and for whatever reason have not been able to speak to a supervisor or been contacted in person yet so I let them know that I am not in school anymore and I don't like to pass notes and they can contact me directly because at this point I am a **** consumer they are not registered with the better Business bureau either by the way now I can see why. My alternate email address is ******************* but I want the company to contact me over the phone and I want what I was promised which is 10% of the money that I have spent which is $200.

  Business Response

  Date: 09/15/2022

  Hi there, 
  
  
  I can see you have had a number of queries regarding cashback from the start of your journey at TopCashback. Each time a question has been asked, it's been answered fully for you and rapidly. 
  
  That said, I appreciate there may some confusion about what cashback is and why certain things happen and I want to run through these. 

   

  Cashback is commission we earn and share with you. We earn commission for referring sales that meet the terms set out by the retailer and only when there is a clear and solo connection between our site and your purchase. 

   

  Things may not track back to your TopCashback account if they don't track back to us. This can happen because other site cookies get in the way of ours and the best way to resolve this is by clearing cookies and cache before logging in and disabling ad blockers. 

   

  The money will progress through three stages  - pending, confirmed and payable. Pending is when something tracks back to us, confirmed is when the retailer verifies we're eligible for the cashback and payable is when they have paid us the commission so we can pass this to you. Rarely a purchase may hit the status declined, this is when we're deemed as not eligible for the cashback. 

   

  If cashback either does not track to your account, or tracks incorrectly or goes to declined and you disagree with it there is a missing cashback claim process and this is where we dispute the resolution with the retailer. 
  
  I can see you have received a large amount of cashback but similarly some cashback is in declined around the value you mention in this review. I would need to you fill out claims if you disagree with those declines so we can go back to the retailers and ask for answers for why we were refused the cashback. I hope through the claims process we can either get you the cashback or an answer to why we won't be paid the cashback. 
  
  -Matt 

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their website as a referrer to make a purchase on Chewy.com. I am owed $7.88 cash back which they have refused to pay despite multiple correspondence.

  Business Response

  Date: 08/15/2022

  Heya, 

   

  When the commission is refused to us, it does put us in a situation where we will have to decline the cashback. 

   

  We will do our best to avoid these situations, including offering advice on how to prevent it happening. 

   

  I have reviewed your case personally and have dropped you an positive update to your claim, I hope you are happy with the response. 

   

  Best wishes,

  ****

  Customer Answer

  Date: 08/15/2022

  
  Complaint: 17707987
  
  I am rejecting this response because:
  There response does not solve the issue its just more garbage. I am still owed $7.88
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 13, 2021 I used the website Topcashback.com to book a vacation with ****. I followed the instructions and clicked the **** link from Topcashback.com order order to be eligible for cash back on my purchase as stated in the offer. The purchase totaled ******** and I was to earn cash back (4%) by making the **** purchase through Topcashback.com. On November 24th I filed a missing cashback claim and finally received a response from Topcashback on December 30 that the merchant has taken the decision to decline this claim, and due to this we have not received any cashback to pay over to you or to add to your account.The stated reason was that the order ID was invalid and that no cash back could be recovered. After a second follow up from me on December 30th I received a response on January 1st stating. Please note that we have not received a specific reason from the retailer and the above points are only suggestions as to why they may have reached this decision. I am filing this as the service failed to provide compensation for using their link to make the purchase. There are several other cash back sites that I could have used and now I am out the money and Topcashback is not standing behind its service. I followed the proper instructions and placed my clicked the **** link via topcashback.com and placed my order vrbo.com

  Business Response

  Date: 08/11/2022

  Hey, 

  
  
  It's disappointing to hear about your experience when using our site to make your purchase.
  
  
  If an invalid order ID response is given by the retailer and the order id you have given is correct, this suggests the order could not be traced. 
  
  
  Summed up, it means that the retailer's network, who manages all the cashback and commission the retailer awards has taken a look through all the orders we did refer and they couldn't find yours. What this likely means is that another site and not us received the commission. 
  
  
  You may be wondering how this happened if you clicked through from TopCashback to then make your purchase and the answer usually lays with what happened before using our site. General hunting around the web before using our site can pick up unwanted extra cookies that could themselves potentially earn commission that they earn and keep. 
  
  The best way to avoid this happening is by clearing cookies and closing all open tabs before using our site. That way you put yourself in the very best position to earn cashback from our site. 
  
  
  I have reviewed your case and have given you a contribution towards the unsuccessful cashback so that you did benefit still for going through us. As a site, we do already pass all the money we earn from commission back to our members and it's for this reason we can usually on pass you the cashback expected if we're paid it. That said I would hope the information I have provided above helps prevent a situation like this happening again.

   

  Best wishes,

  Matt