Cashback not received

[noyb_ch]

Hi all

In December I decided to get a Sony A7iii.

Shortly after i claimed the cashback and Sony sent me on the 16.12.2019 a confirmation that I was registered for the cashback.

On the 20.12.2019 I got the confirmation that I was eligible for the cashback and that it may take 28 days.

Anyway on the 24.12.2019 I got an email from Sony stating that it was already payed and should have arrived on my bank account.

But nothing arrived on my account. Not from any of the two payment processors that they wrote in the email. I thought maybe because of Christmas/New Year that it could be delayed. I tried to Reply to the email but I'm getting ignored.

Does anyone know how I can speak to someone about this?

[Pascale_F]

Hi noyb_ch,

Welcome to the community. I'll just see if I can find any help regarding this. In the meantime though, maybe another community member might have some ideas.

Thanks,

Pascale

[Win_88]

Hi Noyb,

Have you tried contacting your bank to check this payment?

Win_88

[noyb_ch]

I mean I can see my bank account in the ebanking and see all my other statements there (in and out).

So far there never has been an issue with incoming or outgoing payments. And even if there would be a Problem the money would go back to the payer (I guess) and not just vanish somewhere so then Sony should see that as well.

The support wrote me an email yesterday that apparently it should have been payed a week ago. So they wrote on the 24.12.2019 that they payed it a week ago.

And now on the 21.01.2020 they apparently payed it (again?) a week ago.

Seems a little bit odd to me.

[Win_88]

Hi again,

Are you sure the bank details you submitted are correct? Could there have been a typo somewhere?

Win_88

[noyb_ch]

Hi Win88

This could be the only option left imo. But I can't verify it since there was neither an email with the details nor on the website info of what I entered. Do you know where I can see that?

Regards

[Slartybartfast42]

You say you purchased your camera in December and then claimed the cashback shorty after. This seems a bit odd to me as the cashback offer states we need to wait for 30 days before claiming so I don’t understand how you were able to claim so quickly. On another note, when I do claim, you’ve given me the idea to get a screen capture of the page where enter my bank details, just in case I have a similar problem and can verify the details I entered.

[Slartybartfast42]

Just had a thought. If you can get in touch with Sony, via their customer services and explain the situation, find out if there’s a way you could resubmit your bank details to them in case that  is the issue. Maybe they could verify if your bank details match the details you originally sent? Just a thought. 

[noyb_ch]

Cashback never stated that we have to wait for 30 days but it will just need ~30 days to send out the payment. But yeah should have taken a screenshot. But I genuinely thought that either you can see the status online with the full details or you get a verification mail. But I guess that was naive.

I contacted now the Customer Support again, hoping they won't ignore me and sent the bank details for them to verify. It's just a pity that there is no reply from them whatsoever. That's not how I imagine customer support to be.

[Win_88]

Hi again,

As far as I understand, the bank details get encrypted once you submit the claim but if you've sent them, it should be possible for Sony to double check although it may take some time.

Keep us updated once you hear back.

Win_88