Martin Lewis's MSE helps pensioner get £675 refund from ‘misleading’ cashback advert
The man felt 'stark horror' but managed to get his money back from the website.
A pensioner managed to bag a £675 refund from a cashback website with the help of Martin Lewis. The Money Saving Expert previously issued a warning about misleading "click to claim" adverts, which often pop up on well-known retailers' websites, and explained that they were banned by the Advertisng Standards Authority (ASA).
Despite the ban, Complete Savings, a cash back website, continued to use old adverts online with one pensioner getting caught out. Ray, a retired nurse living in Sussex, was doing an online food shop during the Covid-19 pandemic in 2021 when an advert for the site popped up. The 70-year-old entered his credit card details as believed he would get cashback on his order. However, he actually signed up to a subscription and was charged £15 every month.
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He spotted Martin Lewis' warning around three years later and realised he had been charged a total of £675. Ray contacted Complete Savings and was given a full refund after referencing the ASA rulings.
Ray wrote to MSE: "I felt stark horror. But your article informed me and gave me the confidence to know that I was not alone, and that MSE and the ASA were aware of Complete Savings."
He added: "I just thought, wow, this is unbelievable. I am so glad I persisted with my argument of consent inferred by inaction and the ASA's ruling regarding Complete Savings' misleading offer, thanks to your article."
The ASA told Complete Savings that its adverts must make it clear that people are signing up for a paid-for subscription. They were also told to clearly outline the steps to get any cash back.
According to ASA, the owner of Complete Savings, Webloyalty, previously used in-app adverts and a pop-up banner advert which were deemed misleading. The in-app adverts were seen in the Domino's Pizza and Moonpig mobile applications.
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The Domino's advert read: "Your order is complete. £20.87 cash back! Tap here to claim the above reward, credited onto your card, when you next place an order at Domino’s!" above a clickable button labelled "Continue". There was also smaller text underneath that button that stated: "By tapping above, you can join our partner programme for £18/month and claim your reward".
Meanwhile, a banner advert on the Asda website stated: "Your order is complete. £20.87 cash back! Tap here to claim the above reward, credited onto your card, when you next place an order at Asda!" above a clickable button labelled "Continue". There was smaller text underneath that button that added: "By tapping above, you can join our partner programme for £18/month and claim your reward".
The ASA argued that the adverts were misleading because "the presentation of options at conclusion of payment was unclear.". However, Webloyalty claimed it was clear the adverts, and the cashback service, were being offered by a third-party service.
The Money Saving Expert website has shared guidance on how other people affected may be able to claim their money back.
