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Very disappointed with customer service
I had arranged for the electricity to my rental property to be connected on the 14/03. Giving it a day I arrived today 15/3. Looked at my account - says it's connected and already have a $15 charge on there. Get to the property, no electricity. I'm then told there is a 'safety issue' with the meter and I need a safety certificate, hence why the electricity hasen't been connected.
The house is in a quiet residential street, no flooding issues and no access problems. Explain I am not the owner and need more details. Did this at least 3 times wi...th 3 separate agents from the "resolutions" team. Then get told to ring Endeavor Energy, who the lovely lady told me I need to contact the metering company AGL utilise. Ring AGL and spend another 30 minutes explaining the situation to a "resolution" agent who was rude and continued to talk over me. Finally she agreed to follow it up with the Metering company and advised she couldnt get through to them but left an urgent message. A couple of hours later I get a voicemail from someone at a metering company I hadn't heard of - the message was "Hi, you left a message regarding a power outage at your property? Im confused, can you call me back?" then proceeded not to leave a number *sigh*. AGL have really dropped the ball from the get go - which is disappointing as I used them for my last rental with no issues whatsoever. However this time round they: - Entered the wrong mobile number connecting it to my account so when I rang support, I had to continue to verify myself
Overcharged every month and have to spend hours getting bill corrected
We have been very unhappy with AGL as an electricity provider. Our bill is estimated each month, despite our metre being accessible, gate unlocked and metre situated at the front of the house. Their bill estimates are enormous - four times higher our actual usage which they have on record. During a month when we were not living in our home, we received a bill for $170 for one month. To get this corrected, you can enter your own metre read on the AGL website, but when I try this it says 'it is too low - there must be something wrong!' You then c...ontact them via online chat or via phone which involves long wait times on hold. Sometimes they then tell me on the phone I am not an authorised user on the account. This has been going on for several months and it is probably taking me around half-an-hour to an hour a month to get the bill corrected. We have given AGL several months to correct these problems and will now be making a change to another provider!
Worst company ever
Signed up for gas and 2 and a half months later they still hadn't activated the account and I received a letter from the gas company who serviced the former owner saying that they were going to bill me as I didn't have an account with any gas provider also there internet services were terrible they were happy to charge me for an internet plan where they couldn't supply the speeds for the plan I no longer deal with AGL and life is good now
Customer service? What customer service?
The billing is all over the place, I was issued bills for the quarter for both gas and electricity, nearly a month after the quarter ended. Althiugh quite late, not really a problem, until I was reissued the bills later the same day with the extra time frame they took to send the bill added on. So now my quarter bill is for almost 4 months, not 3 as a standard quarter. Try getting customer service to understand and amend the problem, forget about it. Customer service is non existent, online chats, phone calls, emailed complaints department, nothing has happened. This company doesn't give a rats a#$ about their customers, just the money.
Was a satisfied customer for 12 years until Smart Meter installed
Was a satisfied customer for about 12 years until AGL installed a Smart Meter on the 2nd of December last year. It does not communicate with AGL very well, on the bill it says I produced 450 KWh when it was 903 KWh of Solar, and used 175 KWh when it was 489 KWh. I have rang them twice they say that I do not know how to read a smart meter. Since the new meter was installed I have recorded the readings every day. I have had Solar for 12 years so I know how much my Solar producers by now. Very disappointed
AGL, have shown nothing but incompetence the whole time I've been with them, first they set up our internet at the wrong address, and it took getting in contact with NBN to even find out, and after explaining the situation to them they still didn't fix it until I eventually got to a supervisor.
Now that we have internet it's quite common for it to drop out in the evening, and it's impossible to contact support since agls' internet support only runs until 8pm, so I cannot get help by phone or online from them.
AGL needs to increase the reliabilty of their service and invest in a 24 hour support line
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A bill that is correct a rarity with AGL
My latest bill is a complete donkeys breakfast. Ive been billed for 16kWh of power from a controlled load meter that hasn't had anything attached to it for 2 years. Power used from the grid via the normal meter is listed on the bill..but in the charges and fees section of the bill nothing charged for the power Ive used via the normal meter. Reported the issues last thursday and got told it would be sorted by today (4 days). Now I'm being told it will take 1-2 weeks to fix the issues and that "we'' be in touch". Seems to me that someone simply stuffed up reprogramming of the meters at last rate change.
Excellent supplier. Therefore not the cheapest
They have and app and a widget to monitor your usage and bill. Great! Huge balls-up with connection but not entirely their fault, mostly the builder Rivergum...
They notified me well in advance of my plan ending. Good comms. the occasional email offer. Can swap between monthly or quarterly billing. No complaints from me.
Plans aren't the cheapest but if you are happy to pay slightly more to have flexibilty and reliability then AGL is for you. I'll still probably switch once this plan ends though. I can save $300 a year, so I will.
Poor customer service
Don’t waste your time and money with these guys!!
We have been with AGL gas and electricity for 30 years. I rang to find out what plans they have on offer as I wanted to compare rates. As the bill wasn’t in my name they refuse to discuss with me their rates until I provide them my date of birth. When I refuse to give such confidential details for making a general enquiry, she simply said she can’t help me. Thanks AGL for giving me a reason to switch providers.
Pushy contact centre staff, Bad bill estimates
Estimates of my gas bills are a complete joke - usually pay around $30-40 per month but every now and again I get a bill for $400-$500 (estimated meter reads).
You'd think that my previous usage would be an indicator of how much I'm using? I then have to waste time checking my usage/bill before it comes out and if the estimation is off I'm entering meter reads myself so I don't get sent astronomical bills.
I'm also getting phone calls from their contact centre during working hours trying to convert me over to electricity. I started by polite...ly saying I'm at work/in a meeting and can't talk... the people on the other side are super pushy saying that no no it'll only take 5 mins and they're so confident about the savings blah blah. I said no thank you, happy with my current provider and what I pay.. still pushy. I stayed on the phone once, thhey went over the 5 mins they said it would take and I said I'm sorry but I am at work and very busy, is this something you could email for me to read when I have time and if I want to take up the offer I can call you back? They said no it needs to be done right now and proceeded to talk over me when I went to answer them. No consideration whatsoever of their customers time and this particular person who called me today was quite rude - I will be changing providers completely now as I'm sick of my time being wasted.
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Absolute joke of a company
Have been with Agl for a few years now and overcharged so many times. Recently had a smart meter installed after solar was installed and now there is a lock and they cannot show my usage or issue a bill. The reply I get is it will be a considerable amount of time to wait.
What’s the point dealing with this company when I am forever chasing them up.
Time to change providers I believe.
Moving house, failed credit score eventhough paying on time for 3 years
Have been with AGL more than 3 years and have always pay early to take advantage of the early payment discount.
Moving house, customer service staff asked for my ID and license number to check credit score to facilitate the move. Somehow couldn't find my name and assumed I failed credit check. Wasted 2hrs on the phone just to stay with AGL and in the end have to find different electricity and gas provider due to how incompetence their customer service are.
What I don't get is why would AGL need my credit score from Third Party/ Gov website wh...ile they can simply check my payment history on my electricity account to know that I always pay early? I'm not a new customer I'm an existing customer looking to move to a new address. Telstra has no problems when I moved my internet/phone service and the moved was done within 1 week. AGL new system and customer services needed an upgraded/retrain if long term customers like myself have to move to new suppliers eventhough we wanted to stay.
AGL Made A Big mistake
Got home from work today and my power was off I live in a house that’s been built as 2 x units got a notice that said unit 2/12 has been disconnected my units unit 1/12 called agl up and they blamed the hole thing on me saying it was my fault that the meter number was mixed up thanks agl I’m now sitting in the dark with my wife and two boys all my food is going off in my fridge thanks agl …………………………
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OWED THOUSANDS, REFUSE TO FIX THEIR ISSUES
Been fighting since Oct 2019 to get hot water tariff fixed, still not fixed in Jan 2022. Payed 1000's in extra power since hot water runs off normal tariff. No end in sight it seems since they want me to take time off to pay a contractor to check a functional hot water unit, won't reimburse my for my wasted time however. AGL refuse to take responsibility of this issue and are blaming every other factor but themselves. If possible avoid this retailer at all costs.
They will not tell you that your "read your own meter" period is up or that it w...as only a period until you start receiving ludicrously overestimated bills. Buyer beware, dodgy business practices and it seems the people who are supposed to keep them in check, ACCC and the like, don't care.
Worst service ever
At the time of connection I was told that I will get concession on both gas and electricity bill. After my first gas bill I was told that concession doesn’t apply to gas bill as I reside in Queensland. All they could say that their staff provided the wrong information. Also, the connection was on my son’s name before I switched it to mine for the same property. He was getting 6 cents of solar Tarif and got $231 towards credit in three months. Now I have it at 12 cents. Guess what, we are in the middle of summer and I have only got about $192. 3 months are about to be complete. Wonder what’s going on there. I will definitely be switching soon. Stay away from AGL people. They don’t stick to their words.
Late, Late & Late
01/02/22 - 1:21pm, 35 Degrees Celsius.
Moved home, need them to turn on power.
They said 8am - 12pm. It is now 1pm and we are suffering this heatwave due to their horrible standards.
Stay Away From AGL
Terrible customer service- 80 years old on a pension. Spend countless hours on the phone to no avail. AGL charged me Business rates & not Residential Rates. Affected my Government rebate. The issue is still not resolved. Not Happy AGL My recommendation is if you don't want to waste your time and money stay well away from AGL
Offered $200 gift card to join. But never issued the $200 Gift card. No help customer support, said no record.
Don't trust any of their offer to join like Gift card. I joined up as they offered $200 gift card. Then I was told to wait 3 months. When followed up they say no record of our account. Account name and no were given to them. Then no more reply from them. Scam
Better than Click Energy
I had my electricity with Click Energy after them being recommended by One Big Switch.
They were bought by AGL, and a year ago my account was switched (pun intended) to AGL.
AGL have an Australian based call centre, and are helpful sorting out paperwork issues.
Click insisted on monthly instalments with a catchup in the 3rd month. AGL are happy to wait for one payment at the end of the quarter. Their rates are excellent (for me) and I can only recommend them highly
AGL has my home phone number, linked to another person's Electricity account (I am not an AGL customer)
I got a phone call before Christmas last year, from AGL on my home phone (landline) As this is an incoming call only land-line. As I don't get many calls on this landline (it has only been connected up as a way for myself to contact 000, should I have an emergency and no access, to my mobile phone etc) When I answered the phone, it was a recorded message from AGL, stating that (name deleted) owed them money, for an overdue electricity account and needs to pay this account, immediately. I went through the prompts, to get through to an operator (...it took ages) and told them, I was NOT an AGL customer and my name was not (deleted) and the need to delete my home phone number from their system. So, the CSO saids, sorry, yadda, yadda, mistake, we will fix it...........and so I thought, oh well, they have done what, I have asked them to do. But NO.........guess what happened today (Saturday) I get a phone call on my landline, home phone and guess who it was..........yes that's right, AGL, with a message for (name deleted) saying she has NOT paid them (x amount of dollars) So nobody took any notice of the information, that I passed onto AGL, stating that i am not (name deleted) and I don't owe them anything!!!
Horrible service very rude
Rude staff not willing to help and ridiculous policies do not go through agl horrible horrible.
Disconnection a nightmare
My builder signed me up with AGL when I built the house and it was a relatively straightforward process. However, trying to disconnect took me days. The phone number cuts out all the time and so does the chat. I have limited availability to sit on these things for long periods. At the end, I get guy on the chat who tells me off for taking too long and hangs up. I am now paying for someone else's gas use.
I am furious!
I installed solar changed my plan to solar savers with AGL and was happy. They then without my permission, changed my meter configuration to charge me time of use. Which I immediately contacted them, said I was not happy with the new forced plan but was told disregard the email it has not been changed. I was unable to view my current plan at the time. It kept saying error. I was finally able to view my plan after noticing how terrible my solar feed in tariff had been the past month, knowing something was wrong. Oh they did put me ...
Expensive, Cannot disconnect online
There is no online option of disconnecting the service. Had to do the online chat support and took me 2 hours in total. Such a waste of my time, this process should be 2 minute.
The agent responds so slowly and asks so many redundant questions. He tried to ‘retain’ me when I said agl is too expensive but then pointed me to the website and said that’s the best rate. Also it takes 3 business days to disconnect my energy which is 5 days including weekends, how is this acceptable?
If you go to Victoria energy compare, there are so many cheaper energy providers and I truely don’t understand why agl exist, extremely expensive rated and very poor service, what’s the premium for?
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