Missing cash back and monthly fee on Santander Edge credit card

dharm999

Apologies if there is a previous thread, I couldn’t find it

ive just noticed that for the last two months I haven’t had any cash back on my Santander Edge credit card no they haven’t charged the monthly £3 fee either.  I’m still within the first 12 months of taking it out, so should have had 2% cash back, up to £15.  I’ve used the card for buying things that are eligible for cash back, they are similar to what the card was used on before, when I did get cash back.  I wonder if they are having an issue as the card fee hasn’t been charged either.

As an aside, I noticed that they haven’t charged the monthly charge on my Santander current account either but have given me cash back for this month.  This reinforces my view that they are having an issue with things.  Has anyone else had the same?

Nasqueron

What did Santander say when you asked them? 

Far more likely to get a response from the card issuer than people on a forum with different circumstances

dharm999

The online chat was useles, to say the least.  Suggested that I hadn’t had any cash back because I had bought things that weren’t eligible, but I had to explain that that wasn’t true.  That also doesn’t explain the missing monthly fee.  Looks like I’ll have to call them

NoodleDoodleMan

As above, you need to speak directly with Santander on this.

dharm999

It gets stranger, the Cashback and monthly fee are now appearing on my account, when they weren’t there yesterday.  Obviously some kind of glitch in their app yesterday, it was playing up

35har1old

dharm999 said:

The online chat was useles, to say the least.  Suggested that I hadn’t had any cash back because I had bought things that weren’t eligible, but I had to explain that that wasn’t true.  That also doesn’t explain the missing monthly fee.  Looks like I’ll have to call them

Most chats end up not answering the questions and tell you to phone  customer service they are only  delaying you getting a answer

surreysaver

Nasqueron said:

What did Santander say when you asked them? 

Far more likely to get a response from the card issuer than people on a forum with different circumstances

I would disagree. People on a forum are more likely to be clued up than staff in a call centre, as people on this forum are interested in the subject matter, have previous experience of the products, and some even work in the industry as well 

NoodleDoodleMan

surreysaver said:

Nasqueron said:

What did Santander say when you asked them? 

Far more likely to get a response from the card issuer than people on a forum with different circumstances

I would disagree. People on a forum are more likely to be clued up than staff in a call centre, as people on this forum are interested in the subject matter, have previous experience of the products, and some even work in the industry as well 

Whenever I've had to call Santander they have given me the correct information and resolved any issues - on the very few occasions they didn't have the answer I was directed to staff working in the relevant section for a response.

This included getting to one of the CEO's head office movers and shakers on an unusual question I had concerning using a card abroad.

Nasqueron

surreysaver said:

Nasqueron said:

What did Santander say when you asked them? 

Far more likely to get a response from the card issuer than people on a forum with different circumstances

I would disagree. People on a forum are more likely to be clued up than staff in a call centre, as people on this forum are interested in the subject matter, have previous experience of the products, and some even work in the industry as well 

How exactly would a stranger on a forum know why OP hasn't been paid cashback or not charged a fee?

What are the chances someone on here works for Santander and would be able to advise on this specific issue?

Instead of posting, the question could have been resolved by contacting Santander