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

Stargunner

I didn’t receive my cashback and I just raised it within online chat. They confirmed that it is due to Octopus changing to Go Cardless and Santander not recognising them as an energy company.
i pointed out that Santander's website still says that they will pay cashback for Octopus Energy bills, so until it is updated I should be entitled to it. 

They have forwarded it to their cashback team to look into it and get back to me and they gave me a reference number. 

Maybe, if lots complain, they may find a way of including it.

Richchad

Sea_Shell said:

Should we be pro-active and query now, rather than wait to see if we get cashback next month?

I sent an email complaint to Santander yesterday and had the automatic reply saying they will respond within 7 working days..

It wouldn't hurt for others to do the same so they are aware of the problem.

friolento

Richchad said:

Sea_Shell said:

Should we be pro-active and query now, rather than wait to see if we get cashback next month?

I sent an email complaint to Santander yesterday and had the automatic reply saying they will respond within 7 working days..

It wouldn't hurt for others to do the same so they are aware of the problem.

what email address did you use? I can't find one on the Santander website

Richchad

friolento said:

what email address did you use? I can't find one on the Santander website

I used this one, customerservices@santanderconsumer.co.uk

There is also a form for complaints on their website..

TheBanker

Richchad said:

friolento said:

what email address did you use? I can't find one on the Santander website

I used this one, customerservices@santanderconsumer.co.uk

There is also a form for complaints on their website..

Santander Consumer is the motor finance business. Your email will get lost amongst the millions trying to re-claim commission on their car loans.

Richchad

TheBanker said:

Santander Consumer is the motor finance business. Your email will get lost amongst the millions trying to re-claim commission on their car loans.

Hmmm I did wonder if it was the corrrect email address, they make it difficult to contact them by email, looks like I will have to raise it on their chat again but ask to them to raise it to a complaint.

Hattie627

My direct debit has always said "GC re Octopus Energy Operations". This has been the case since I moved to Octopus when they acquired Bulb (in administration). This was early 2024 or late 2023, if I recall correctly, certainly several months ago. I have always received the 1% Santander Edge cashback for my Octopus DD. I check every months that the cashback amount is correct,

flaneurs_lobster

Hattie627 said:

 I have always received the 2% Santander Edge cashback for my Octopus DD. I check every months that the cashback amount is correct,

Is it not 1%? 

Hattie627

flaneurs_lobster said:

Hattie627 said:

 I have always received the 2% Santander Edge cashback for my Octopus DD. I check every months that the cashback amount is correct,

Is it not 1%? 

Yes, sorry, I have amended to 1%

born_again

Hattie627 said:

My direct debit has always said "GC re Octopus Energy Operations". This has been the case since I moved to Octopus when they acquired Bulb (in administration). This was early 2024 or late 2023, if I recall correctly, certainly several months ago. I have always received the 1% Santander Edge cashback for my Octopus DD. I check every months that the cashback amount is correct,

Tue 25 Mar 2025 Hi there, Just a heads up that we're switching to a new company to process our payments, so your bank might get in touch at some point to confirm that’s happened. If you don’t hear anything from them: don’t worry, there’s nothing you need to do.   This is basically an administrative change and in future your payments will be processed by a company called GoCardless. You can read their privacy policy here. There won’t be any impact on your account or payments, and you’ll continue seeing ‘Octopus Energy’ on your bank statements.   If you’ve got any questions just respond to this email, or give GoCardless a call on 020 7183 8674.   Love and power, The Octopus Energy team Seems a lot of people missed the email... 🤷‍♀️