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What are AGL doing?
I received a message a few days ago that I could receive a $212 because my electricity was in credit $368 and I thought perfect. So I live chatted and the refund was processed. A day later I received a text message and then a refund for $53 for my Gas account and I live chatted again to inquire why I received a refund for Gas. I was told it had to come as a refund for the Gas account because AGL can’t process refunds on accounts that have an active bill smoothing. So I thought fine but asked for the rest of the alleged $212 refund ($159) as I h...ad only received $53. In the same live chat I was told that had been processed. What’s more, when I asked for the difference of $159, that was processed and then bill smoothing for electricity was disabled until I could re-activate it 24 hours later. Why wasn’t that even done to begin with? Today I log into AGL and my credit for electricity has gone down to $96, so it seems not only did I receive a refund for $53 (no idea why that mistake happened) but also another refund for the the full $212 (less a few dollars). That bigger refund hasn’t come into my bank account when the random $53 did a few hours after the text message to tell me I was receiving it. Because this is all way too complicated for AGL to figure out, I am guessing I will need to follow up with them for my bigger refund because no, I am not giving a multi-billion dollar company a free $212.
unbelievably bad customer service
I sat on the phone for over 10 minutes and still could not speak to a person. There is a problem with my bill that I am not able to resolve due to their appalling customer service. They are basically uncontactable. I will take my business elsewhere. Pathetic.
Extremely time consuming and frustrating asking for help on AGL App
Have been on "help" in AGL App for hours first with a Bot and then with various people with me asking why I could no longer get the graph usage feature. I was finally told (after hours and being put back to a Bot thus making me extremely frustrated and therefore saying I was going to give a very bad review for the time I had wasted on this, that I was then finally helped. I was finally told that the App had been changed some time ago. It appeared to me that after being on this so called "help" for hours they then reinstated that feature, as I can only see this month and not past months. The amount of time taken for this, literally hours is unacceptable and not helpful at all.
One of the worst businesses ever
AGL contacted us asking us to switch our power to them, offering us a better price. We switched, only to hear from Alinta, our old provider, offering us an even better deal. So we switched again, this process happened in under 24 hours, not enough time for any official paperwork to even begin being processed. AGL then cut off our power and it was out for almost 24 hours. We had to wait for an electrician from Energex to come and do a live wire test to make sure the house was safe to turn the power back on. Apparently this is a legal requirement...and there are no loopholes, that’s fair enough, we understand that. We had a fridge full of food go bad, had to buy dinner out for a night, and miss a day of work to be home for the electrician. What’s the bet none of that will be reimbursed from AGL? Just because they were petty their new customers left.
Bad customer service!
They called us after we applied for a house and I missed a call and called them back thinking they were going to help us with the house. My house mate and I have both called them back today and they we're so rude to us wanting to sign us up for plans for house we haven't even moved into yet and not listening to me when I said "we haven't moved in yet, could you please email the plans to me to so I can review them before I decide" and then she proceeded to hang up because I needed to sign up to a plan before looking at plans.
Terrible company, time to find a better provider
All bills from AGL Gas I received with estimated reading. There was not a single actual reading. Amount is 3 times higher than I used before my previous provider was sold to AGL.
It is time for me to look for a better provider. Unfortunately, there is no way to leave 0 stars for their service.
Nothing but problems
An AGL rep rang us to offer 20% off our bill, so we set up a time and day for a direct debit. Debit day comes and the money doesn't get taken. Next day they took it TWICE. Was a nightmare to get through to someone willing to help. Customer service kept saying "we'll escalate this matter and call you back", which we'd heard before for previous problems and never happened. Ended up losing the 20% discount and on top of that, they charged late fees. When we asked about compensation they hanged up on us. Just one example of the issues we've had wit...h them over the years. They also stuffed up our move and lowered our solar feed-in by 4c then backdated it by 2 months! Website is terrible, online chat takes an hour to reply, no phone number to call except for connections and they're very expensive.
They don't want us!
AGL appear to have the best solar FIT rate available in Qld at 12c per kWh. BUT because we have 10,075W of panels on our roof, we exceed the 10kW limit, even tho we have only a 8.2kW inverter. The extra panels we have cater for the sun at different times of the day and it works very well. Why this arrangement disqualifies us is beyond me. I know of no other companies that count panels. All seem to count the inverter size only, which makes sense. Why, AGL?
AGL is rip off and they over charge
I had been with another electricity company for a few years and due to Amway moved with AGL. I regret that day so much. Suddenly my bills became $100 to $120 higher. I never actually received a bill even though I kept asking to see my bill. All I kept getting was SMS notifications that my bill way overdue. Last time when I called to complain about the extremely high charges, they said it was because they had done an actual meter reading and next quarter will be lower. This next quarter, when they apparently lowered my rates, my bill was even hi...gher. When I called again to complain, they gave me the same excuse that it was an actual meter reading and next time will be lower. Customer service is frustrating. My mistake for buying into their never ending excuses.
Tried to charge me for a refund
I accidentally paid my gas bill twice. Called AGL to get a refund for one payment. Was passed through two representatives and after half an hour reached the final representative and had to repeat my situation. When that was done, the representative said they would refund me, but only 70% of the bill amount! I was shocked that although I accidentally paid AGL too much, that I would be charged for that. I managed to get that message across and the representative finally said they would refund me the full amount. A bit ridiculous.
Repeatedly the worst customer service I have had to deal with
We built a new house. The problems with AGL started from day 1. Power was connected fine, Gas was a big run around. They told us that we must install a bollard and to let them know when they did it. When I called, they said they had sent the rep around twice, so I had to pay for his visits as he couldn't do his job. I disputed it as we were told to call once the bollard was installed and we hadn't told them to return so that was on them. They refused to back down so I had to pay to stop the harassing messages and move forward.
Time to pay the...
Terrible costumer service!!
Absolutely disappointed with the extremely poor costumer service the lack of communication and the endless hours on hold with no result.
I recently closed my accounts with agl as I moved house and a few days later a team member of AGL called me to offer me a discount if I would pay them earlier,which I did.
I paid the amount on the 12th (the due day was the 29th)I asked the agl member to write a little note as in the reason why I paid less (which he said he did )and a couple of days later I start getting emails with supposedly overdue bills and...
omit and fail to provide information.
Gas- had plan 4 years no problem with supply just the companies failing to proved information about my plan. Called 3 times asked to be emailed my plan after operator said it was a ‘MUT’ plan but didn’t know what that was. Operator said would email it. Emails never game dispute checking address and email bills keep coming just fine
AGL Customer Engagement
AGL significantly overcharged both my gas and electricity accounts in July 2021. They are impossible to communicate with. They will not answer their telephones and move heaven and earth to avoid any form of written communication. I receive constant calls from AGL. They never leave a message so you you don't know who has called unless you dial back the number. I receive constant demands for payment. When I finally demanded an e-mail address to write to, the representative was flummoxed. After about 10 minutes he finally came back with one. The e...-mail I sent to this address was never replied to and everybody who has called me since has denied any knowledge of my e-mail. I receive several calls each week from representatives who want to give me special offers. When I tell them my account is in dispute, they offer to put me through to another team so that I can wait half an hour for someone to pick up the phone and eventually hang up out of frustration. I always ask for an e-mail address when they call; they all say they are not allowed to accept e-mails. What a shockingly managed organisation this is.
I am with Agl from last 5 years. Due to pendemic I had to pay my bills in split of 4 weeks. They agreed and took the payment.
In the next bill they charged me overdue charges without even informing.
Covid19 has been very stressful for small businesses like us , but for them it was a chance to make more money.
Since then I am thinking to change.
Questions & Answers
Off peak time
Hi Peter, thanks for reaching out. Are you interested in finding out about your meter's off peak times? If so, please send us an email with your account and contact details to firstname.lastname@example.org a member of our team will be in touch directly.
i just got bad experience with AGL , i just move to a house with my wife, first 3 moths bill come $122.00 , next follow months come $267 and next one $295. I complain and they reduce about $100 each but the problem is a headache call and wait , and take time to fix problem and explain , customer service not good at all the hand you up and when you call back have to wait and explain the problem again and again, i am not happy and i will move to other company for sure.
Thanks for taking the time to share your feedback on your experience with us - that isn't what we want for our customers at all.
I would like to look into your service issues to see if we can fix this for you. If you could please send us an email with your account and contact details to email@example.com a member of our team will be in touch directly.
I was getting a credit of about $250 a quarter last year, so about $1000 a year, until they changed the bill cycle to monthly. I then started getting bills on average of $20 per month, so over a year that’s $240. So somehow I’ve gone from $1000 in credit per year to $240 in debit with no explanation. My plan hasn’t changed and nothing has changed in my home.
After talking to a representative who told me it’s all the same and made me out to be stupid, I then spoke to another lady who gave me no explanation as to why I’m out of pocket about $1240 per year? Everything seemed the same as last year, apart from me getting a credit, I’m now getting a bill.
I wouldn’t even know where to begin except I would change companies.
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