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

tiffin1234

Oops, sorry, my mistake - I misread the post from MSE_James - so sounds like Santander are going to be making good the missed payments not Octopus. Excellent! (Tried to remove my previous post to avoid confusion but can't work out how to do it!)

TheBanker

tiffin1234 said:

Update from me: I went back to Octopus (after reading the most recent post from MSE_James) and asked them to confirm that they would be making good my missed cashback payment for this month. Octopus replied yesterday to say that they would not be doing this as the problem was with Santander. Santander had already told me they would not be paying my missed cashback for this month (only future cashback), as the problem was with Octopus. So it seems those who missed out this month are just going to have to lump it. If anyone has had a different response, I would be v interested to hear it!

Just for clarity, the cashback is a Santander offer, it's nothing to do with Octopus.

As your next post says, Santander have now told MSE they are going to correct any missing cashback, so no need to 'lump it' but you might have to be patient while they sort it out for you.

easysaver

FWIW the issue has not been resolved as of today. My DD went out on 1st April and my cashback was meant to be paid today on my Edge account. I raised a formal complaint and was informed "the issue beganon 3rd March but has since been corrected. A remediation process is currently underway to identify impacted customers and automatically credit any missing cashback amounts to your accounts". I was only provided this information on asking to register a formal complaint, the softly softly approach got nowhere.

badger09

Just catching up here. 

Thanks to OP for raising this. 

As problem now resolved, thanks to MSE? could  @Richchad perhaps edit Title so others don’t need to read 7 pages of comments? 

Zanderman

badger09 said:

Just catching up here. 

Thanks to OP for raising this. 

As problem now resolved, thanks to MSE? could  @Richchad perhaps edit Title so others don’t need to read 7 pages of comments? 

We don't really know yet that it definitely is resolved, only that Santander have said, to MSE and to some customers (but not all who asked), they're working to resolve it and to backpay if they can. I suspect we can't be sure of this for everyone for a month or so yet, not least as different people have been migrated to the new DD system at different times. But it would be worth updating the opening post/title to say it is, apparently, being actioned.

Richchad

Zanderman said:

badger09 said:

Just catching up here. 

Thanks to OP for raising this. 

As problem now resolved, thanks to MSE? could  @Richchad perhaps edit Title so others don’t need to read 7 pages of comments? 

We don't really know yet that it definitely is resolved, only that Santander have said, to MSE and to some customers (but not all who asked), they're working to resolve it and to backpay if they can. I suspect we can't be sure of this for everyone for a month or so yet, not least as different people have been migrated to the new DD system at different times. But it would be worth updating the opening post/title to say it is, apparently, being actioned.

Have revised title as suggested.

Dixy_3

Stargunner said:

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.

Thanks, I wondered why I was missing some cashback this month.

Dixy_3

TheBanker said:

When did this take effect? 

I got my expected cashback on 2 April (on an Edge account if it makes any difference) which included my Octopus Direct Debit paid out on 19 March.  The entry on my statement just says Octopus, but when I look at the DD it's name has changed to GC Re Octopus Energy Operations. It's still the same DD though, it shows a start date of April 2023 (which is when I opened the Edge account and moved this DD to start generating cashback).

Richchad said:

When I questioned it with Santander this is what they said...

Octopus Energy are now using GC to manage their direct debits.
As the bank uses the Merchant Category Code to work out cashback, Go Cardless are not energy providers and
unfortunately this means cashback is not applicable.

I am afraid this reply is wrong. Merchant Category Codes are for card payments, not Direct Debits. Direct Debits are identified using the Originator Identification Number which is unique to each company. So this change could cause an issue, if Go Cardless are using one OIN for Octopus and their other clients.

Santander's website still shows Octopus as eligible - https://www.santander.co.uk/landing/current-accounts/edge-current-account-cashback-search

So my question is, has anyone actually got any missing cashback to report? If you have, what are the relevent dates (Direct Debit and Cashback payment), and do you have an Edge or 123 account?

We didn't get ours this month on a 123 account.

moneysavingnovice999

Didn't get our 123 Lite cashback on 6th April, for Octopus March DD.  Noticed it today and went onto Santander chat.  They gave us the OIN excuse, said it wasn't their problem,  and we should contact Octopus.  Emailed Octopus, waiting for response.  If Santander are now promising refunds, we'll go back to them, with the same evidence as above.
Thanks to you all for the info.

BTW (slightly off-topic) we've just switched broadband to Vodafone so while on the chat above I asked about cashback.  CS replied that Vodaphone (note "ph" instead of "f") wasn't eligible.  I asked them to correct the spelling and check again - they came back to say - Ah yes, 1% for Vodafone.  So we'll watch out for that cashback next month.

friolento

moneysavingnovice999 said:

Didn't get our 123 Lite cashback on 6th April, for Octopus March DD.  Noticed it today and went onto Santander chat.  They gave us the OIN excuse, said it wasn't their problem,  and we should contact Octopus.  Emailed Octopus, waiting for response.  If Santander are now promising refunds, we'll go back to them, with the same evidence as above.
Thanks to you all for the info.

It’s nothing to do with Octopus as it’s not them who are paying the cashback.