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

Juno_Moneta

Same problem with Outfox The Market. 

They are constantly at the top of MSE Energy Clubs list, so many MSE’ers like myself have switched. However neither Outfox nor the name they use for their DD’s (Foxglove) appears on the Santander Edge cashback check dropdown. 

Anyone else noticed this missing cashback?

https://www.santander.co.uk/landing/current-accounts/edge-current-account-cashback-search

https://www.outfoxthemarket.co.uk/

AncientBikerChick

Hello Folks
Sorry I’m late to the party but I had to join the forum to be able to reapond and that has taken a few days!
I thiught you might find my experience useful.
I contacted Santander last week as I too hadn’t received my cashback for Octopus’s payment in March (paid April).
The young lady I spoke to was unaware of any issues but spent some time looking through my account and through Santander’s information. She also discussed the issue with a colleague.
Towards the end of the call she found something noted on Santander’s info for staff that indicated the issue was a “global system issue” that was being dealt with. The failure to pay cashback was indeed a Santander system error that was being resolved. I was advised that affected customers’ accounts were currently being identified and the resolution may take until the end of May to resolve. She assured me that the “missing” cashback would be paid, possibly as a double payment in May, or as a separate credit.
She also advised that if the “missing” cashback had nit appeared by the end if May 2025 to contact Santander again.
I hope this helps and will provide an update here when I have something to report.
Please feel free to use the output from my conversation if you contact Santander, or alternatively sit tight and see what May brings.

Notepad_Phil

Juno_Moneta said:

Same problem with Outfox The Market. 

They are constantly at the top of MSE Energy Clubs list, so many MSE’ers like myself have switched. However neither Outfox nor the name they use for their DD’s (Foxglove) appears on the Santander Edge cashback check dropdown. 

Anyone else noticed this missing cashback?

https://www.santander.co.uk/landing/current-accounts/edge-current-account-cashback-search

https://www.outfoxthemarket.co.uk/

I've got a 123 account and definitely do receive cashback for Outfox (well the latest payment came in 2 weeks ago, so I assume nothing will change for next month), so I would have thought the Edge account would have been okay. I do have the feeling that Outfox weren't in the dropdown for 123 when I moved to them but the payment did come in.

cageyrmse

Spoke to Santander today (23/04/25) who confirmed that future Octopus cashback should be fine. They were adamant that my missing cashback was not retrievable.

Richchad

Had this email from Octopus Energy after my original contact with them to inform them of the problem with Santander cashback since they changed the way their direct debit are taken.

Following on from my email, I have been advised by our payments team the following:

'Is the customer with Santander?
If so - then this has been rectified - we've been in touch with them directly to ensure they update how our DD's are categorised and they've reassured us that they'll be backward fixing any cashback missed.'

So this looks good, will see what hapens in the following months.

phillw

It looks like you were fine if your dd go out at the start of the month and you are paid cashback in the middle of the month. As I was paid cashback this month.

DJ_Mike

phillw said:

It looks like you were fine if your dd go out at the start of the month and you are paid cashback in the middle of the month. As I was paid cashback this month.

As others have said, this doesn't affect everyone because you may still be on Octopus' old direct debit provider, in which case your cashback wouldn't be affected yet.

As it happens I had this issue happen today, and the person I spoke to at Santander told me that missing cashback would be accrued and paid in next month's payment instead. I guess I'll have to wait a month to see!

danlightbulb

Id raised the missing cash back with Santander 123 lite back at the start of April. I received a letter recently saying that it was due to the change of payment provider and going forward it's been updated and cash back will be received. The letter does say it won't be backdated though which seems to contradict latest information.

cageyrmse

I contacted Octopus yesterday and today received another reason why I'm so happy to stay with them: no fuss, just problem sorted!

"As a gesture of goodwill, if you could let me know the exact amount of cashback you believe you should have received, I would be happy to apply that to your account."

QrizB

The cashback on my 123 account was paid today, including the 2% due on my Octopus bill. As noted earlier on this thread, my most recent Octopus payment was via Go Cardless.