Octopus DD change affecting Hundreds of Santander 123 customers

mookev

So this month, my Santander 123 account failed to repay 2% cashback for my energy account with Octopus. On contacting Santander, I was advised that Octopus Energy have cancelled our original direct debit and set up a new one as they are now using a third party called Go Cardless to collect their direct debits.

Due to this this direct debit will no longer be eligible for cashback as the third party company who are claiming the direct debit are not classed as a Energy company. 
This is despite the payment clearly saying Octopus on my statement. 
I therefore contacted Octopus, who have politely and kindly confirmed the above, apologised for not informing customers and suggested in take it up with Santander! Jump on the merry go round...

I have replied as follows:
Thank you for your reply. I understand the changes. As Octopus instigated this change, I feel it is your responsibility to clarify the situation with Santander for the benefit of not only myself but the many hundreds of Octopus customers who bank with Santander and operate the Santander 123 account. With constantly rising energy prices these cashback payments are important to your customers. 

I feel contacting Santander as an individual will have little effect, but an approach from Octopus is much more likely to bring change.

I respectfully request that you escalate this request to a senior level to achieve this.

Regards 

I suggest any other Octopus customers who are similarly affected do the same.

Can Martin Lewis help with this?

Thanks Kevin 

la531983

Be absolutely nothing to do with Octopus, if Santander can't handle the change it's on them and it's for Santander to sort out 

jem16

Long post about it earlier on a different sub forum. MSE claims that it's been sorted.

https://forums.moneysavingexpert.com/discussion/6601085/santander-no-longer-paying-cashback-for-octopus-gas-electricity/p1

flaneurs_lobster

Thread already in progress

https://forums.moneysavingexpert.com/discussion/6601085/santander-no-longer-paying-cashback-for-octopus-gas-electricity/p1