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We transferred our service (Gas & Electricity) when we moved over a year ago. A few months later, we decided to invest in solar panels to help offset our electricity costs. After a few months, I noticed that we were on a 'Business Solar Savers' account. I learned that the previous owners of the home had their own business. I requested to change to a residential account instead, as we do not own a business (which included emailing through a requested rates bill on 02/07/19). It took over 7 months to complete this change, due to Energex not ...visiting our house to read the meter (?). This was extremely frustrating, as I was told back in July or August 2019 that the change was effective. It was not. To top it off, I've just received a new bill via email for 1 month with new charges. The bill was for $593.24, and I noticed that they had changed our energy plan to a 'Standard Retail Contract.' Previously, we were under a 'Business Solar Savers.' I have called again to have this rectified to a 'solar saver plan', as it does not make any sense. I am awaiting a response from the billing department. Very time-consuming and frustrating experience lately.
overpriced and understaffed
We have been with AGL for a few years now. Anytime we need to inquire about anything it is either we talk to someone on the phone who is speaking such broken english that you get 1 in 3 words. Or if you use their typed assist online it is so slow that we get so frustrated I am amazed a laptop hasn't gone flying yet. Getting solar installed in a few days so hopefully we will be paying these LEECHES next to nothing from now on. Thank you The Australian Federal Government for selling off our power grid and letting overseas Monopolise our infrastructure. GOOD JOB IDIOTS!!!
Lying thieving scum
I have just changed to another provider. I had previously had AGL for Gas and Electricity for some years generally without incident.
Late last year the billing problems started. They denied receiving a payment. I proved I paid it. They wasted hours of my time on the telephone. They told me that they had located the payment. Then they said that they hadn't. They kept sending me increasingly inaccurate bills. They cost me several early pay on time discounts.
They said they would freeze the accounts while they investigated what was happening a...nd then sent menacing letters about paying incorrect amounts anyway. Then they have the hide after I have arranged to change providers to have numerous people from foreign call centres ring me to get me to change my mind. To top it off their final bill is the most dishonest of all. DO NOT USE AGL.
I cancelled a weekly debit payment and agl debited a stupid amount of money out of my account same day after I finish talking to an agent which put my bank in overdraw. I got back in touch with another agent and told him I did not authorise For them to take any funds from my account. I got an apology and told I will have funds refunded back into my account in 48-72 hours..... Quick to take money AGL but make us wait to have it refunded. Still waiting for refund!
So far so good
I have been with AGL since late Jan. They have been really good and I find their rates to be really competitive. The set up process was easy, the only thing I would suggest as part of the moving in process, they request that the main's switch is off. This only applies if there is currently no connection to the house. But if there is already electricity there, it doesn't need to be off. So the day we moved in, I had to call AGL for them to say, that it was already done. To be clearer on this process would be better. Apart from this we have experience no drop outs.
Shocking customer support and played blame game.
Had solar installed. Followed advised process with forms. Took 12 months to have solar come online and then we were accused of installing illegally. This all went through a reputable agency. Could not get a sensible conversation out of AGL.
- Verified customer
Great Service and Good Value
Very handy online account with detailed usage info (including daily usage). Support team is always available and prompt in solving any issues I have. I did receive miscalculated bills a few times, but always got any support I needed in time. Loved the bonus point for my flybuys card too.
People on life support not being considered.
There are people who never choose to be unwell and on life support. Your service team when we called just then, very unhelpful and instead of letting me know of the electricity issues as im on dialysis overnight, she just told me to have a back up plan... Very rude and unhelpful service team AGL! We didn't ask to be sick in the first place!
No concern for customers
10 Jan 20. Applied by email for refund of my credit for electricity supplied.
16 Jan 20. AGL email advised "refund has been processed. Allow up to 10 business days for a cheque refund to be received."(i.e. 17th to 30th Jan 20.)
Why 20 days to get money owing to me.
No cheque to date - 1 feb 2020. What would agl do if I was 20 days late paying an electricity bill.
Never use AGL
Before writing this review I have cringed at the replies from AGL to the many negative reviews, recognising the style and the content from the replies I have received to my internal complaints.
Our issues have been with the app and it’s failure to work. Through raising this issue we have come into regular contact with AGLs overseas call centre team and their ‘Stepford Wivesq’ responses. This in turn has given rise to further complaints.
With each query and complaint comes the reply of fake concern, sympathy and empathy, together with the def...ault response of ‘it will be fixed in a (insert random number) time frame’. When asked where the time frame comes from you are met with the admission that no one has provided it. The connection was delayed. All questions go substantively unanswered. The non substantive answers make little sense. They are utterly useless.
Appalling phone and email service
I continued to receive various spam emails regarding my non-existent join request when I wanted to cancel my contract. They refused to send me a cancellation confirmation email, because they're somehow unable to due to their system. I am disappointed that such a big company cannot perform such a simple action.
Discounts not received due to their website issues
Been with AGL at multiple different addresses and constantly had problems.
Old address they couldn't even find the unit in their system even after multiple times providing them my direct meter number.
Recently at newer address I tried to pay my most recent bill on the due date to receive my on time discount but low and behold, the website wasn't working and wouldn't accept online payments at this time.
I finally get to pay it 2 days later but now I no longer receive the discount. I call up to speak about this issue and they are "unable to help...
Being honest is not the business ethos of AGL
Moved house contacted AGL ask for the best plan for a large house.
After the first quarter got the bill. The amount was higher than expected. Contacted AGL to discuss plan change. The offered a cheaper plan. I decided to compare other energy providers and managed a better offer. Once I made the decision to change AGL told me it would the change in the next quarter billing cycle. I contacted my new provider who said thay would do a meter reading within a few days to have the account transfer to the new provider.
Once done I contacted AGL to canc...
Pathetic service, best FIT
Pathetic. Daily issues for 4 of 6 months I've been with them. Never proactive, always reactive to my concerns. Monitoring has been non-existent due to their inept business process. Cannot track usage. Zero trust. I have no idea how they are in business. Absolutely mind-boggling. Unfortunately they have the best FIT currently, or else I would be gone. That is literally the only thing keeping me with AGL.
Never connected gas
Requested them to connect gas when moving into home. On the date given the gas wasn't connected. Called and they hadn't actioned it because they didn't have the meter number. Lied about contacting me. Gave them another chance to connect gas. Called them on the day gas was meant to be connected. Still no gas and they claimed a fault in their system. Wasted a over week of my time and no gas. Extremely unreliable company.
Immense Time waste
Signed up online to electricity online... Signed up for a single rate, all went through. When I finally get connected I'm changed to time of use... Because that's what's on offer in the area. This was not made clear to me. The plan you sign up for, should be the plan you get. It now appears I've made a mistake and chosen the wrong plan. The issue is I didn't know about time of use and single tariff differences.
I've snookered myself into a corner, so I'm stuck with these guys at the moment but I certainly wouldn't sign up to them again their c...ustomer service is pretty pretty bad. I just wouldn't sign up with these guys I've wasted so much of my time today. There should be something in red writing saying if you sign up to this single rate tariff, you won't get it if it's not single rate at your place.
Terrible service & lack of ownership
I have been an AGL customer for well over 10yrs. Recently got Solar installed. When I called up 2 months ago to query if the solar was installed correctly, I was put onto a new plan. At the time the woman did not tell me that by doing so, that I would lose my current 14% on time discount or 2% double up discount. I ring up today and they tell me that they can no longer give me that discount back because the notes written in my profile state that I agreed to that. Why they would think that I would "agree" to losing a discount I have had for over...10 years, I have no idea. I'll be joining Origin shortly as their rates are practically the same, just so I no longer give my money to AGL. I am so appalled by their response, their absolute deceit and lack of customer service to someone who has been a customer for such a long time.
New Customer Sign Up - Dreadfully Let Down
*05/12/19 - Spoke to AGL for electricity provider service, advised that if I joined this would occur on 30/12 transfer date.
*05/12/19 - Signed up online for Electricity Plan
*06/12/19 - AGL confirmation of transfer on 30/12
*29/12/19 - Text reminder that connection will take place in 5 days
*08/01/20 - no update or connection. Contacted AGL, advised that transfer to occur on or around 09/01
*17/01/20 - still not connected. No updates or explanation. Received email advising of new and different electricity plan that I never asked for.
Poor Customer Service
I have been a loyal customer with AGL for electricity and Gas for almost like 5 years. I think they have to improve a lot in customer service department. So much of wait. Shuffling from one department to another. Reveling your ID 10 times and still gets no where..
Worst customer service ever in Sydney
I had been to AGL since 4 years, by that time they never improve their customer service.Even its become worst. Call centre staffs are always impatient, never listen, can’t fix up problem in 1 call. make customers life harder.
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Questions & Answers
Do you receive a discount if on Newstart
No this is not only if you start new. Everyone that joins gets to be part of the Agl rewards! You can get as many discounted gift cards as you want!
Jayden Y.AGL Energy
Hi Karen, you absolutely do! Our customers eligibility for specific plans doesn't depend in any way on their financial situation. You can find out more about our available plans here: aglener.gy/Plans. Kind regards, Jayden.
Hi, Can anyone direct me to the time of use details for AGL. I cant seem to find on their website the times and rates.
If I join AGL on a single rate product (assume United distribution area), then over time, decide to add controlled load to my metering configuration - is my original contract terminated and do I need to start a new contract OR, will I automatically be moved to the Two rate product?
Assume I'm on Essentials Plus.
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