Experiencing problems with Microsoft Live Search Cashback program

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  • Problem
  • Updated 9 years ago
  • (Edited)
Live Search owes me over $300. Payments to my PayPal account are 'failing' and Live Search customer service claims there is nothing they can do about it. How can I get my money??? The web is full of people with the same problem. Help!!!
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Kevin Jarrett

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  • frustrated

Posted 10 years ago

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M3 Sweatt, Official Rep

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Sorry for the issue you reported. If it's any consolation, I've experienced a cashback payment issue as well. I was able to resolve the problem by logging into my cashback account, going to https://support.search.live.com/ and clicking on the opiton "I requested cashback and have not received it after 14 days". Sometimes it takes a few days to get the cash into your account, but let the team know that you're having difficulty.

If you're still having difficulty or it's been more than the 14 days noted, please contact me via http://blogs.msdn.com/mthree/contact.... and fill out the resulting form with your contact info (including the customer service case number, your name, email and address). It's the contact link from http://blogs.msdn.com/mthree, under the "This Blog" heading on the left hand nav, "Email".

I will escalate to the customer service team and check into this on your behalf.
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JOHN STEPHENSON

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I got a credit from pay pal for my cash back ? =$ 189.00 Please advise !
John Stephenson Please see info below .....
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Kevin Jarrett

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Thanks so much. I just emailed you. I already have a case number (and have provided it to you). Should I use the "I requested cashback and have not received it after 14 days" link anyway? Or would that be duplication of effort?

BTW I see you are Chief of Staff of the Windows Core Operating System Division (COSD). I am beta testing Windows 7 on my Asus 1000H and *LOVE IT*. I plan to upgrade every machine in my house (all running XP) once Win7 comes out.

Thanks for taking this on.

-kj-
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M3 Sweatt, Official Rep

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thanks for the email. i will send this thrugh to the Cashback team for triagge. as you have already filed a case, no further effort on your part is required. for those lurkin or following the thread, pllease use the Cashback suport page for inquiries as i don't scale very well. ;)

and thanks for your comments on Windows 7 - glad to hear of your positive experience on your netbook! i have it running on all but one of our PCs now at home (a Media Center PC)... but plan to migrate that to Windows 7, too, as soon as I back up all the content.
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Kevin Jarrett

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Awesome. Thanks. Will update this thread when I have news. Appreciate the help. Meanwhile keep those Win7 developers happy & productive. Very excited about the release. Peace...
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Jim Kirkpatrick

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I too have much the same problem with the Live search scamback. They are over a month late on $313.18 payments to my Paypal acct. I have 5 separate failed deposits to my Paypal acct. I have sent over 50 emails to MS, all I get is "bla bla bla, from them no action at all. Keep me posted on your case as well
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Andrew

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Same problem here, cannot connect to the cashback page at all!!! Should have had $400+ at the latest on February 2nd (60 days), but cannot even access my cashback account to get a "customer service case number". For 3 weeks now been getting "Page cannot be displayed". What is going on???
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Kevin Jarrett

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Here's the latest in my situation...boilerplate email that doesn't say anything other than "please be patient." Niiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiice. :(

>>>
Hello,

Thank you for contacting us regarding your Live Search cashback payment.

We have encountered a technical issue while processing some payments for recent eBay cashback purchases. We are actively investigating the root of the issue, in close partnership with eBay and PayPal, and are working to resolve this as quickly as possible. We'd like to assure customers that all eligible cashback payments which meet the Live Search cashback and eBay terms and conditions will be rewarded. We apologize for any delays and thank you for your patience. As soon as we have more information on the resolution of this issue, we will be back in touch.

Sincerely,

Wyatt
Live Search cashback Support
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M3 Sweatt, Official Rep

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i've escalated the report you (and others) sent here, and will follow up as we find more.
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JOHN STEPHENSON

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Count me in last of 10 support emails from MS># 1094016749
As of the Feb 17th 09 a note was sent to me after sending 10 emails for 2 weeks, wow you guys are so nice ...not to have at least replied to me Help Me ...Please Emails With something other than a run around wasting my Time . Microsoft and Pay Pal are using hundreds of thousands of cash back accounts to help finance there program.
figure the Percent% of Interests generated ........every day our money sits there collecting interest . Yep there all going about this very slowly for there own interests , ever so slowly I might add. Microsoft can fix any thing that comes up with there ability as well pay pal eBay . But there not liking to hash out money for a program that didn't generate millions for there own pockets. .....It- makes no sense to resolve this in a timely manor when the bank accounts of the cash back programs are up up higher and higher every day they drag there feet from fixing ther( little Money Maker) .
Were not alone were just one small part of a big group of people waiting....... Don't kid your self there are a lot of others in the same boat . I have talked to Pay Pal every day to there supervisors and to here there excuses, all there reasoning has lead up to a down right a pack of methods to have this money acquire interests more and more every day . Just the American way ! Interests bank accounts day by day thousands of dollars adding up for some day to have enough to fund us people with FAILED / FAILED /FAILED try again later ........ Cash Back Accounts !

John .
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JOHN STEPHENSON

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The top States 5 people have this problem . they forgot a few 0 ......5000 people have this problem !!!!!!! Is more like it.

John .
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Robert Higgins

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MS Live.com Cashback owes me over $1,000 for 7 failed transactions after they switched to the auto pay system from the "You must claim your rebate."

I have been through the support routine only to be told it is a software glich. Some of my payments are a month over due with thelast being about a week. My case number is SRX1091454917ID.

One CSR I was dealing with disappeared as my email came back the email address was an unmonitored alias. Funny he had replied a couple times before.

Help me get my money, please help me get my money!!
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JOHN STEPHENSON

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FEB 18,2009 $ 187.00
>>>>>>>>>>>>>>>>>>>> FAILED FAILED FAILED to cash back !
NO MORE RUN AROUND MICROSOFT I'm Tired of being treated this way .
Never again will I, and I will tell everyone possible not to use your products.
EVER....................
A total Misconduct on your part DAD DAD............Business .

If you are having problems with MICROSOFT -cash-back ( failed to fund ) to your cash back account . Please leave a message with a case number from your latest reply from the help center / Live search Cash Back .
The more of us the better Chance we have to get some action relating to a real answer as to the reason there being so absent when it comes to helping us .
I'm sure there are many of us ho have had enough regarding the -
lack of info and a total run around and your time and my time wasted. All on MICROSOFT"S part. jerking us around. No reply to Questions etc. etc.

Last Case # Little to no help just another put off .....wasting my time again.

Its no wonder there is no phone number for help .
Last compliant center as this one, filled up with so many complaint's they removed it ......... how long before this one is the same ..... removed?

>>>>>1094017684 as of Feb 18/09
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JOHN STEPHENSON

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This hour meter like Microsoft is on the blink broken down . I just made another note and the hour meter states it has been- 11 hours ago I left a message ? just goes to show were dealing with big big -problem and it's not gotten better. 45 days to have it resolved hummmm I feal as though Microsoft is........... wishing we will stop , and leave it alone never wanting never geting our cashback. o...sure no prob I don't need it as you do Microsoft you need it more than I Keep the money microsoft I enjoy being scamed ....Not...!
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Kevin Jarrett

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Guys, thanks for chiming in. Sorry to hear you're affected as well but it's clear this is not a small problem. Our best action at this time? SPREAD THE WORD.

We've got a 'man on the inside' working for us here, and this site has been doing a great job resolving problems for people, so let's give 'the system' a chance to work. Meanwhile, the more people we bring into this conversation, the better!

-kj-
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Robert Higgins

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My actual latest support ticket number is 1094027162. This is after my prior CSR disappear and I re-filed a trouble report.
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Kevin Jarrett

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My ID is SRX1091976980ID.
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M3 Sweatt, Official Rep

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Thanks, I've passed these on to the support team leads.
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Chris D.

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I too, am waiting for money. I have received numerous canned emails from Microsoft. There are forums all over the Internet with threads of people having the same issue and we are all getting the same canned responses, or should I say runaround. I already received over $400 in cashback, but I am still waiting for another $460. Suddenly there is a glitch? Please. I believe you, M3 Sweatt, and your company know exactly what is going on and that there is absolutely a motive behind the "sudden problem". How about, "Oops, this is costing us a lot more than we figured."?
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LeeG

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Add me to the mix:

01/14/09 - SRX1086510976ID, Hello, We have sent your information to eBay and are now waiting for them to credit the purchase to your account. The time this will take can vary so I can not give you an exact timeline on when this issue will be resolved. Please be patient, if you have followed all of the steps correctly there should be no problem with this purchase getting credited to your account. We do not need any other information from you at this point. Thank you, Wyatt

Live Search cashback Customer Support

01/23/09 - I have opened an incident with our team: 1091465200 on your behalf.

Sita M.

Customer Service Representative

Live Search cashback Support

01/27/09 - I apologize that your failed PayPal payment has not reflected in your account yet.

Sita M.

Customer Service Representative

Live Search cashback Support

01/31/09 - SRX1092285279ID
Thank you for contacting Live Search cashback Customer Support. The support form you filled out suggests that you want an update on an existing ticket. We are currently working through these issues and will contact you as soon as possible with more information. Please keep in mind that your original ticket will be your point of contact. If an agent asked you to provide additional information, we ask that you reply to that email with the requested information. Unfortunately, opening additional tickets will not further expedite the matter. Again, we are very sorry for any delay.

This is an automated response.

02/01/09 - We do apologize for the inconvenience. We have attempted numerous times to send the payment to the PayPal account used to pay for the eBay purchase. After working with PayPal to understand the failure, we think the account may need to be reviewed by PayPal Customer Service, or your cashback account may not reflect the payment has been posted correctly to your PayPal account.

Warmest regards,

Curtis T.

Customer Service Representative

Live Search cashback Support

02/02/09 - Hello my name is Gay, I am sorry to hear about the situation regarding
Mircosoft Live Cashback issue, and understand your frustration and
concern over this issue. I will be happy to assist you with your
questions.

Could you supply us with the following information:
Transaction ID (if applicable)
Purchase mad on eBay or off eBay?
Cash back amount:
Cash back date:
Email address cash back sent to:
Has customer verified status of cash back payout in Cash Back account?
Description of the issue:

We are aware of this issue and I sincerely regret the inconvenience it
has caused you. This is a temporary issue and we are working towards a
resolution as quickly as possible. I will escalate your account to one
of our specialists, please supply the above information. We will work
with Microsoft Live to ensure all needed payments are completed. At this
time, there is nothing specifically on your account preventing the
payment from completing.

I would like to let you know that you're business is valuable, and it's
important for us to resolve your concern when you contact us.

Sincerely,
Gay

PayPal Resolution Services

02/03/09 - My name is Curtis. I am a Customer Service Representative and I will be assisting you with your request regarding your recent payout failure. I have opened an incident with our team: 1091465200 on your behalf.

We have been made aware of a delay in processing payout requests, and have been informed that they will be resolved by the end of this week. Please check your PayPal account on Monday, February 9th. If you still don't see your cashback rewards, simply reply to this email and we'll investigate further. We apologize for any inconvenience this may have caused.

Warmest regards,

Curtis T.

Customer Service Representative

Live Search cashback Support

02/04/09 - SRX1086510976ID, Lee,

Your issue has been forwarded to us by the Microsoft Response Management team, as a result of the claim you've filed with them. We will be using this new service request to track and resolve your issue.

I am researching your failed auto-pay payments on 1/21/2009 through 2/3/2009. Many customers have reported similar problems, and we are working with eBay and PayPal to determine the root cause of this issue. We will be submitting your information to eBay and PayPal for their review. I've pulled most of the information we need from our system; however, the following information will also assist eBay and PayPal in their investigations:
--eBay user name
--eBay item numbers for each item missing cashback
--PayPal unique transaction ID for each item missing cashback

Please respond to this email with the above information. As soon as we have that information, we will submit it to eBay for their review. Thank you for your patience and cooperation.

Thanks,
Elizabeth B
Live Search cashback Customer Support

02/06/09 - This is just a check-in concerning your issue with your Cashback. According to our records, it appears that you have been contacted by Elizabeth from the Cashback Escalation Team and she is working with you on your issue. No reply to this message is necessary.

If you have any questions about the status of this issue or have additional information I should be aware of, please reply to this e-mail.

Respectfully,

Francisco
Escalation Specialist
NACS Response Management Team
Volt at Microsoft

and on, and on, and on....................................................
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Jim Kirkpatrick

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Hey folks I got paid this morning all except a 5.00 and change one which was not due until tomorrow. Thanks for the help!
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Kevin Jarrett

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I also got paid this morning - THANK YOU, M3 Sweatt, for your help and THANK YOU, GetSatisfaction.com for giving us this venue! I am going to leave this problem OPEN until EVERYONE gets their money! Now THIS is an example of technology making a positive difference in people's lives!
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LeeG

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Got paid. Still waiting on one final payment though. Much, much, thanks to whoever got this done!!!!!!!!!!!!!!
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Robert Higgins

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I received my $1,000+ last night. I have been paid in full.
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JOHN STEPHENSON

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This guy states he got paid yesterday hmmmm for some reason I feel it is not true . its to easy for Microsoft to use this message board to make us believe it will happen soon .... there waiting tell the accounts are covered by our money making interest on our money, enough to pay us ! drag it out as long as possible...... Its all to clear they hold the money they make the time frame . Also if you look at there new programs the percentage's cash back offered is way less that of our program around December . Scam that is what this is . BAD BAD BUSNESS ... glitch .......Not.
They screwed up and we have to waist or time waiting for our cash-back

. There is no honesty here that is way it makes me mad............ with others now giving there info, now clear were being jerked around FOR_SURE_ and so are the people at the help desk at Microsoft one lie after another ....Reason they stopped replying to our questions ...their bosses keep them in the same position as us . Full of stories one after the other ......That is the reason they call it a ....... SCAM......
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JOHN STEPHENSON

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Please leave your info ....Be one of us fighting to cause !!!!

we need all of you to help bring this CASH-BACK to our own pockets.....

Please lets work together - let them know were not going to take it anymore!
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Kevin Jarrett

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I've got my money, want me to post a screenshot of my PayPal history screen?
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Robert Higgins

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I did get my money and I have been fighting this problem for over a month. I went as far as file a consumer complaint with the WA State AG office, which I called today to cancel as I have been paid.

I feel the reason I got paid is I called PayPal and again explained my situation. I was very cordial but told them I stopped accepting all payment through PayPal because Live.com claims (which they did in one email) that it was PayPal's fault - they would not accept the payment.

Anyway, the CSR asked for the following info:

PayPal payment date, payment amt, rebate amt.

She said they had a lot of complaints about this process and how MS live.com blamed them. She put me on hold for a minute or two and came back and told me she gave the info to someone who was working directly with Live.com to get these payments processed.

I thanked her for her time and hung up thinking, well, here we go again. That was at noon (PST). By 9:30pm PST, I had received all the payments I was due.

If you don't believe me, I really don't care because I received my money ($1,000+). Will I ever use Live.com again, that is debatable. Not to the tune of the $7,000+ spent to get the rebate unless they can prove the $$ are going to be deposited in a timely manner.

I did have to laugh when MS Live.com claimed it was a software glitch that kept them from paying. Haven’t they heard of testing software to see if it works prior to going main stream with it! :-)