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Onboarding Issues - Dismal customer support
I transferred to 1stEnergy for my electricity a little over two months ago. They only partially transferred my metering across from my original provider and it has been like it ever since. I can see my solar feed-in in their online portal, but I can't see any of my electricity consumption. I have received two invoices now that are all in credit because of the solar feed-in and no consumption. I made their customer support team aware there was a problem after receipt of the first invoice and their response was they are looking in to it. I cont...acted them by phone approximately three weeks later. First call I made was disconnected before I even reached someone. On the second call a young lady answered, sound like it was her first day, and the background office noise sounded like she was in a chicken farm. Again, promised it would get looked into. Two weeks went by and I received my second invoice that was in credit, emailed them once again and was again promised they were looking into it. That was one week ago, checked their online portal this evening and it is still not resolved - hopeless! I gave this small company a chance and I am so disappointed by their customer support teams lack of follow up. I should not have to be chasing this, it is their problem not mine. I assume they have hundreds of customers like me and that is why their support team is totally under pressure. This company will end up in financial distress (if not already) if they keep issuing credit invoices. Needless to say I am so underwhelmed that I will be churning.
Marketing letters threatening to disconnect electricity
We have been receiving multiple letters from 1st Energy, providing an unexisting account number and stating they are going to disconnect our power. They claim they have billed us already and we are overdue with payment. I find this way of dealing with possible new clients misleading and dishonest.
- 2 reviews
This company removes poor reviews from customers who wish to remain anonymous
I absolutely understand the need for reviews to be genuine (I rely on genuine reviews of companies to inform my own choices), but this company has removed my own review from another site simply because I didn't wish to provide them with identifying details.
I had not set up an account with them (my review was based on enquiries I'd made with them before I decided not to go ahead and sign up with them), so even if I had wanted to provide identifying details, it would not have helped, given that I remained anonymous (not revealing my name or p...hone number) in all instances of phone contact with them prior to deciding not to sign up. The information I was provided during the telephone contact I had with them was unreliable and inconsistent. Staff members "guessed" the answers to many of my questions and didn't bother following up to ensure their guesses were correct. Given that these kinds of experiences are foundational in giving customers an idea of how their accounts will be managed and the kind of service they can expect to receive once they sign up/set up an account, I don't recommend 1st Energy.
Really terrible staff
Staff no manners and my bills still high they said cheaper rate but is not so i switch to another's retailer. And my power is interrupting sometime.it's worse retailer ever!
Worse than Telstra...
Have been trying to sort out a billing issue for two and a half months. Every time you call there is a different version of what the issue is, a different story about what the resolution will be, another reassurance that everything will work out at the next bill, another promise of a call back or email verifying the conversation.
These guys are seriously hopeless. I thought Telstra managed to provide the worst possible customer service until I was unfortunate enough to have to try and resolve an issue with First Energy.
Engage them at your peril.
So called customer service is non existent
Have sent numerous emails, called several times and left my number for a callback. No response at all regardless of how many times I call, leave my number or email. Absolute pathetic company who could not care less about the customer or their concerns.
Worst customer service ever!
The customer service is the worst that I have ever got. I have signed up and one day someone from the company called me and asked for my personal details which I doubted could be a scammer. With other energy providers, I faced no issues when signed up. Worst service ever!
Very aggressive when changed to better provider.Constant phoning.Rude and condescending stating other power providers were Asian.He the New Zealander was becoming agitated and loud trying to say I didn’t know what I was doing.Jerk.
So rude! Never will be a customer again.
So rude on the phone, called me to tell me how I have switched companies for no good reason even though I told him that I called weeks before to ask for a better deal and the customer service operator said no, and then was completely rude about how it’s the government fault I’m not paying a better rate even though I’m paying a better rate through a new provider!
Received first gas bill which has incorrect 'start' meter reading by quite a large margin which would mean I'm being charged for gas I have already paid for...
Rung twice, both times supposed to get a call back... Didn't happen.
Emailed ... No reply
Twice submitted query on their web site...No reply
Extremely rude customer service employee.
Customer Service Staff Member came across as very rude, cut me off and back answered me through the entire conversation. Hopefully she is still efficient and did what I requested otherwise I wouldn't have put up with it. Client had to utalise me (a financial counsellor) to get information because staff were so poorly trained.
My account has not been working since i joined an still isn't even after several phone calls.
As for my bill mmmm not impressed paying more now than i was from my previous supplier yeah not good not happy...
BEWARE when you switch the company
switch to other energy provider because I received the notice said after August my 1st energy rate will go up 7% and solar feed in drop 23%. received the phone call at Friday night, the guy on the phone very aggressive, Impatient and rude. at the beginning unwilling to let me know exactly rate only said will 25% cheaper. I try to find out what the rate i got from new provider he become very Impatient, start rude saying many customer got the problem when they switching company, the new provider is the very small company etc. after a few time to ...ask, got the rate clarify, I tried to found out what rate i got from my new provider, i ask him wait a minutes then he start yelling why I need to think about it and not go ahead with new contract with 1st energy. He cut off the line at the end. I can see there got many review here regarding switching phone call. Why these type of review still continuous and bad customer experience happened again and again?
I switched to Alinta to get a cheaper rate then 1st Energy rang up and was rude and abusive and refused to accept that I wanted to switch. I said I want to switch to Alinta and then hung up. Never again will I use 1st Energy.
OMG I just received a call from 1stenergy regarding my transfer to another provider after 2 months.The person was a bully and I would not deal with 1stenergy again. He wouldn't let me speak to say that my bill had gone up at least half my previous provider again and the rates for my electricity were higher than what I agreed too when signing up. Apparently there are different rates for"time of use" that I was not aware of and never told about which put the rates up by nearly 10 cents kw.i never got a chance to tell him that I had already rang their customer service before regarding the difference in rates leaving the company and their answer was "that's what it is" without even trying to investigate.
Questions & Answers
Who owns 1st energy , ie to whom are dividends or profits sent to. I have been told there is a link to Indian business concerns, is this correct??
Hi irc, no that is not correct. 1st Energy was started by 4 individuals - 2 who are Melbourne born and bread and the other 2 who are New Zealand born and bread. In 2016, 1st Energy sold a small share of the business to ERM Power who are in Brisbane. If you would like any further clarification, please let me know. Many thanks Sarah
Thankyou for your prompt reply, it is most reassuring as otherwise we were very happy with your service
That's great to hear. We do hear a lot of stories about us being connected to China and all over the place but nope, all our staff are based in Australia. I'm not sure where all these stories originate from but I'm glad you asked and gave us the chance to set the record straight on this occasion.
can i get a pensioners concession?
Hi Robyn, absolutely. Please ring the call centre on 1300 426594 with your card details and the team will ensure you get your concession. Many thanks
Why don't they answer emails or enquiries via their website?
Such a small company they have only a call centre.No customer service skill.
Hi Dave, we have a click to chat function on our website for enquiries or alternatively you can email support@1stenergy,com.au and a member of our team will be able to assist you. Alternatively you are welcome to call our team on 1300 426594 for assistance. I can organise for a member of the team to ring or email you if you provide me with your account number. Kind regards Sarah
Thanks. I cannot find a chat function on the website. I have sent several emails and online enquiries without result until now. I have just received an email from Bri at customer service, so will proceed with that.
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