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Lack online support
They have only virtual chat which doesn't help at all to solve customer issues. The app still showing my previous bill eventhough we have already paid the bill. Need to fix that app.
AGL applied Utilities relief grant (which are eligible) on behalf of us and never heard from them since.
AGL applied Utilities relief grant for us and never heard from them. So I’ve spoken to [Name Removed], the Manager after not hearing from them for 6 months . I told her “we are loyal customers for 10 plus years to AGL” And she said “that doesn’t matter.”Finally she agreed to re apply but never heard From her again. And I talked to resolution team and they said our account has been wiped and remaining bills are waived . But continue receiving calls , 4 times a day since March. One stuff says this and another one says that . Ever has records,...,Never trust worthy. Not reliable at all. Perhaps lack of customer care and disrespecting customer especially to the loyal customers who been using this entertainment for more than 10 years. I’m so disappointed of this company.
They like to rip customers off !
Had been with agl for a while , they bully you in to signing up for phone and internet , that is crap . Then charge you $ 140.00 to cancel contract , for a service l didn't want . Just changed to RED ENERGY ,for my Gas and Electricity, with no contracts , late fees , and paper bill payment .
I advise not to use AGL , they are CROOKS.
Gas accoubt signed up by a third party (builder) via a form which states no where that they can do this, just that they can contact us to discuss setting one up. Asked them to cancel the contract in 7 different occasions and they refused each time. Now with ombudsmen.
Moved house & AGL give us two estimate invoices and NOT a FINAL reading
We advised AGL that we were moving house so they give us TWO Estimate invoices instead of a Final one. In the meantime the owner is renovating this property, probably at our cost! They redyed their carpet, spray painted the back & side fences, installed ducted air conditioning & put in a sky light. Our FINAL meter reading is done by AGL 2 weeks after we had moved out. Not happy!!!!!
The most disgraceful customer service
After having to put my mothers electricity bill in my name since she past away last year and waiting for the estate to settle, i am absolutley astounded at the disgraceful, heartless service of AGL.
This electricity ill was two weeks late in being paid. I received three phone calls at work today. They would not give me the option of calling back later - clearly they don't like to be disturbed. No one needs to recieve three phone calls in one day about a bill that is over due by twoo weeks - why not just send a reminder?
Also, there is no explanation as to why this bill is nearly $100 more when nobody has been at the house since the last bill. Price gouging, heartless organisation.
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Completely useless avoid at all costs
Organised for house move via the agl system. Been in my new house for 3mths still receiving bills from the old property. Called three times. Complained twice. They changed the account dates and sent out a bigger bill. Dodgy!
Inconsistent advice, frustrating and time wasting "service".
One star is honestly too much for this company. I have been trying to transfer the power from my mother's name into my name. We are due credit as they have estimated bills for months due to a locked door. Do you think I can get a meter read? Each person I talk to, unless it's the Resolutions Team based locally, gives different information. I have spent hours on chat and phone calls to not have my issues resolved. When I checked in on the email address for meter reads via chat they misunderstood my questions, and went ahead and disconnected the ...account without me asking and there went months and months of solar input and credit. Hour long chats suddenly disconnected at the point of resolving an issue, to be taken over by someone who doesn't understand what the last person was doing, because the last person had followed an incorrect procedure and simply handed over. I am beyond frustrated by this provider and recommend not wasting your time.
I am holiday from October 2021 until now. The only power that I used is nbn router, and Swann camera. But the bill showed, daily power usage is the same. When I am in holiday, the Ghost in my house used the power. This is the way they steal money from you. I already cancel this service, and my friend with the AGL moving with me too. I will tell all my family relative move away too. They charge you you on average daily usage. When you ask to compare the meter number, they never give it to you. This company is very very very dangerous group peo...ple. Beware to all. Be smart now, please search for consumer or daily plan, this mean you will pay for what what you use. When you see any company electrical provider, never sign the plan with this words on it, Estimate. Please don't let the power company steal yours money like this.
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Terrible customer service
I had been a customer for a couple of year with AGL and was moving postal address.
I asked AGL to connect me to my new address - they connected my new address fine with no issues.
I asked AGL to disconnect my old address and confirm to me in a email the disconnection date - this is where my problems started.
First off I was speaking to someone on the online chat and they where very rude to me, made smart crap remarks, wasn’t communicating clear and kept asking me the same question I had already provided.
Finally they helped me by confirming they are disconnecting the service. I said great please send it to me in a email as I would like that for my record keeping - he said he would.
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I have contacted AGL and requested all correspondence to be through email. So AGL try to ring several times a week and I want all correspondence through email so I have a record of the mater as its going into 5 months of dramas. The reason I want it in email so they can’t lie and change what they tell you over the phone. I had the Ombudsman brought in to handle this matter and the ombudsman requested correspondence via email so AGL went back to making phone calls. I requested that they review the phone conversation but they won’t. This is the w...orst electrical power supplier I have ever delt with with the highest price that they make up as they go with no reason and then tell you that it’s ther mistake. but I can pay for them stuffing up. I was contacted through AGL through product review and told they would look into it lol nothing happened.
Absolutely horrible experience!
After receiving few bills for the same period of time I spoke with AGL & my direct debit was canceled. Apparently “ resolution team” supported to contact with me - they never did!
Finally I called them again - they told me that I don’t have to worry about it ( thanks!) but they changed my monthly payments to quarterly ( without my knowledge & approval). I disagree as I prefer to pay monthly & after receiving 3 bills for the same period of time I don’t trust them enough to now wait for new 3 bills for 3 months period! I’ve been told that I have to wait till 17 of May ( & I’m already waiting from 9th of March).
Absolutely horrible experience & customer service from AGL team!
Worst Energy Provider Stay Away!
Worst energy provider. They have sent me 5 bills in 2 weeks!!! You guys need to get your sh** together. I advise to stay away from this energy provider. Good riddance.
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AGL - Awful, Ghastly, Lowsy
I have changed electricity supplier due to repeated inaccurate, undelivered and late invoices, poor communication and support. Certainly, more value can be achieved elsewhere too. Don't get me started on their NBN network. Makes their energy supply look gold standard. Pity there isn't a 0 star rating.
I switched from quarterly bills to monthly to keep on-top of them more easily and was charged the same amount for 1 month as I was for 3. So after paying a ridiculous bill for 2 months in a row I switched back to quarterly and still paid the same amount. Went from $160 quarterly to $160 monthly. Thank god I'm not with them anymore. Customer service just said it was correct and didn't look into the issue anymore. Ridiculous
Questions & Answers
Not accurate actual meter reading and no explanation of account adjustments.
I'm having problem about my billing for this month May2022, Because Its doesn't look right that's why I phoned AGL resolution team to explain they said they will come back to me soon., I watched my electric meter and recorded monthly because I would like to know how much I earn and save having solar panel. I get information from customer service about monthly billing, etc. since i got agl apps I can easily monitor my used KWH or General usage every month. I also advised from agl that need to input my meter reading every month both (REG-1 and REG-2) Solar credit and KWH used(General usage) using agl apps. According to the agl staff every month they estimate both general usage and solar credit and in every quarterly then physical actual read the meter. 19th April was the actual reading and I was surprise and annoyed at the same time because Reg-1 is lower that the actual reading and reg-2 is higher reading to the actual reading bills that come to me I also expecting credit/money more than a couple hundreds that my solar harvested in the month of Jan thru April 2022. as my calculation but suddenly they announce on my bill that there is account adjustment and turns only twenty one dollars credit. Can you please investigate this matter. Thank you.
Hi Arn. It's common to receive an estimated bill followed by an adjustment (credit or debit) when the actual read is performed by your local distributor. However, if you feel the result of the actual ...read does not reflect your actual usage or solar feed-in, we'll be happy to investigate further for you. Either contact support (https://www.agl.com.au/help-support/contact-us) or send us a private message here including your account number so we can assist further.
Due to a transposed meter issue I had lost electricity for most part of the day last month and then had to contact AGL on a number of occasions to resolve both the cross-metering problem as well as the billing of the wrong meter going back to when we first connected our property to AGL. I have been directed by AGL to first call United Energy to find out who the correct retailer for the meter in question is, then contact the said retailer and set up a "temporary" account with them, so that pass it back to AGL. At the same time I was promised that the money I paid to AGL for the wrong meter/usage would be credited back to me, which as of now has not occurred. I was also asked to send through proof of payment of all my bills (although I was on direct debit arrangement with AGL) as well as proof of account ownership (all this was sent almost a week ago but generated no action so far).
At the moment, after multiple calls with AGL and Alinta, I got a "welcome back" letter from AGL advising I am now offered a standard retail contract (after 25 years with AGL) and a request to call them in order to make changes, i.e. select a different plan, etc. I made three attempts to call today and was not able to get past identity verification stage on the phone, when I enter my account number (tried both old and new accounts), after which the line went silent on all three occasions.
I am now at a stage when I need an AGL representative to call me back on 0404 002 356 asap and take some steps to resolve my issues:
1. Resolve overpaid bills due to cross-metering issue from the time we moved in (March 2020) - I have a reference number from when I spoke to AGL on a number of occasions on the matter
2. Change current plan from standard retail contract to a plan of my choice
I believe that it is not my fault this has occurred and therefore I should not be punished by having to sort all this out myself. I expect AGL to take a more active position now, after I have done a lot more that I should have and wasted a lot of extra time, unnecessarily, and resolve this for me to my satisfaction.
Search for energy ombudsman and you can log your complaint with them and they will see it through. Furthermore agl will get a hefty fine for those mistakes. Only way to punish them for their misdoings
Thanks for taking the time to share your feedback on your experience with us – our customers are our key priority and I’m sorry our service has fallen short in this instance. I can see that w...
Good to know that you are investigating - in fact, you have been investigating since 10 January 2022. How much longer do you think the investigation will take? I hope to hear back within days from now, that will be much appreciated.
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 customersatisfaction@fee...dback.agl.com.au a member of our team will be in touch directly. Thanks, Nicole
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