used to love Topcashback but now extreemly dissapointed

I am in my third year of successfully using top cash back. I have been very pleased with things until recently. I am currently in dialogue with a senior customer service agent regarding some cash back that it currently not tracked on my account.

I am frustrated because it took an email to the CEO before a senior agent was assigned and other than that the CEO has ignored my request to chat about my problem.

The retailer concerned categorically (and specifically) confirms to me that they have paid TCB but they maintain they have not. I am caught in a circle.

They only allow contact by email which is the main route of my frustrations. I would welcome the opportunity to chat to someone and have they actively listen to me.

My experience so far is stock responses and reference to 'this is within the timescales' etc. In many cases there is no direct response to the questions answered.

I will be clear - I understand if there is some sort of internal delay in the cash back being assigned to me. However, I would at least like someone to acknowledge that fact.

The company talks on their website about treating clients fairly and the institute of customer service etc.

My general impression is that the staff their deal with a large volume of enquiries and as a result become somewhat out of touch with the end client.

My cash back should technically have been payable from August (acoording to the information on the website). I am being patientas the original transaction was in February.

To be balanced I must add that when the system works and tracks cash back correcty it is fabulous. It is just the poor customer service that has given me this impression.