Santander no longer paying cashback for Octopus Gas & Electricity, Hopefully being resolved?

danlightbulb

I had my latest cash back paid today. It's correct for the latest octopus payment but the one that was missed has NOT been backpaid.

jackywacky

danlightbulb said:

I had my latest cash back paid today. It's correct for the latest octopus payment but the one that was missed has NOT been backpaid.

Same here.
However if you look at my previous post on 2nd May I stated that I got a letter saying they won't backdate and pay out for previous months
Yet others have said they will, I can only assume they were wrong?
Having got the letter I see little point in contacting them.

danlightbulb

jackywacky said:

danlightbulb said:

I had my latest cash back paid today. It's correct for the latest octopus payment but the one that was missed has NOT been backpaid.

Same here.
However if you look at my previous post on 2nd May I stated that I got a letter saying they won't backdate and pay out for previous months
Yet others have said they will, I can only assume they were wrong?
Having got the letter I see little point in contacting them.

Yes I received the same letter. I was one of the first to complain to Santander about this, at the start of April before this thread was created. I had my letter about three weeks ago now.

I was thinking it could be superceded but hasnt been yet. I know its only a couple quid so its not worth taking any further but does seem to be conflicting information coming through.

jackywacky

Yes, I can't very well say to Santander that although your letter clearly states no back dating someone on a forum said you will 

WillPS

Is the complaint deadlocked? If yes, refer to the financial ombudsman.

If not, assert your claim to that cashback and tell them to issue a deadlock letter if they will not pay.

The fact of the matter is that Santander have advertised cashback for Octopus Energy throughout. How they go about determining an Octopus Energy payment is their problem, not yours. They cannot arbitrarily decide that because of a hole in their system (i.e. not considering what happens if Octopus's  identifier changes) they are just not going to pay you the amount they have promised to.

It's understandable that this is a fairly rare occurrence and as such their system didn't get it right, but to deny redress to sort out the amount lost is quite shameful IMHO, and I would expect the Ombudsmen will take a dim view if Santander let it get to them.

Richchad

Had this months cashback for Octopus but no sign of the backdated cashback for last month.

HedgehogRulez

Same here.

mr_accountant

I've received octopus cashback as normal both 13th april and 13th May without contacting santander

Sea_Shell

mr_accountant said:

I've received octopus cashback as normal both 13th april and 13th May without contacting santander

Same here.  I think we were just lucky on timings, and it got resolved in between.

I didn't contact them either, as it soon appeared to be being handled.

youngretired

Has anyone yet received their missing cashback?

My sister contacted them yesterday and got the response "Issue with missing cashback has been identified and corrective actions were taken. The missing cashback will appear as Bank giro credit ref Octopus Cashback on your statement. Automatic payments are being processed, and you should see the amount credited soon".