AGL Energy

Never had a problem with AGL electricity and gas, but trying to contact them is a nightmare. Unable to discontinue a service without contacting them. Call wait times are disgraceful, no call back system and the chat service is a joke with long wait times and no notification when a response is finally written.
Credit refund also requires you to contact them after being sent to their app without any link to contact them. And of course nobody reads the case notes so you need to keep writing them with each agent.

I have switched over to AGL for Electricity / Gas from EnergyAustralia about a few months ago as they provided better rates. This is finalised through a person reaching out to me, probably part of a campaign at that time. That's probably the last time I can say anything nice about customer service interaction with AGL. I have been struggling ever since to change my energy plan. They are hard to reach over phone, their live chat is next to pathetic. They are so incompetent they can't even share the rates for plans rather need help from another t...

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?

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.
Thanks

We moved house in September 2021 and when the final gas bill was received it was much higher than expected. AGL included a $12 charge for 'meter read' but it clearly stated on the invoice that they only estimated the usage. So I had to send a photo of the actual meter figures and then request a refund of their 'read' charge which effectively halved the amount due. For the unwary, this is gouging and opportunism at its best.

Recently have had no updates on the app where you can or should be able to view your usage and credit.
So I ring and after 15 minutes an answer. Im not predjudiced, so this is just about the facts of the conversation. I was now talking to a person from some asian or other country. He asks me my name. I answer, he says "repeat that there is a problem with your phone". He was barely understandable.
There's no problem with my phone it was the dodgy cheap connection they were using on their end. So I repeat it. Now im asked my date of birth, after ...

I originally was with Click energy for years and was happy with their service they were taken over by AGl. I have a 5 kw solar panels installed. I live on my own am away quite a bit. With Click I was very seldom ever in debited. They always checked the Meter. I notice AGL is billing by estimates and requesting me to provide Meter details ( I don't live in suburbia) I'm seriously considering another provider as my credit is being witteled away with each account even though my usage has not increased substantially.
I may be wrong but I'm getting the impression they are more focussed on shareholder returns than customer service. I'm looking for another provider.

Regularly ring AGL Indian call centre to request refund of solar credits. Last time I was transferred to Melbourne Call Centre, and they paid $0.03 to the account instead of $97. Waited over 10 minutes for Indian CC to answer, so I could ask to be transferred to Melbourne CC which they did. (this delay is normal)
After waiting again then talking with a Melbourne operator, hopefully the underpayment issue is solved, but when I asked for the Melbourne CC phone number in case I had to ring again, was told "we don't have one, you do have to rin...

I transferred my internet service to agl and had nothing but nightmares for almost 2 weeks. I even had my phone lcd gone costing $400 just because one resolution team member says connect agl modem and other says connect other modem and while shifting all these with no resolution on my internet speed or drop out. I even had to use my mobile internet for work because their internet was slower than a snail.

The day I lost my phone’s screen, that evening I called to cancel my service and return my modem but luckily for some modem issue, I was tran...

They need to dial down their retention efforts. I had AGL electricity accounts a few times over the years and it was always uneventful which is a good thing and that's the reason for the second star. But this time when I decided to switch from them they peeved me off big time. Dragged this over a few days, 1 rep hanged up on me, then I had to hang up on another idiot who just didn't wanna listen what I was saying and kept pushing his retention speech. Ended up writing a complaint to get things moving.

AGL doesn't seem to understand that it's easy to damage a reputation, yet almost impossible to restore.

AGL bought out Click Energy and my accounts were moved over. First AGL bills were up by 50%, switched power to Amber Electric, now need to move my gas bills

We decided to try AGL Internet because of their discount if you had an energy account with AGL. The provision of service was good but not documented/communicated well. Phone support to help get set up was good, however the internet (supplied by Southern phone,check their reviews) quality was poor, frequent pauses and delays causing much frustration. The internet speed was good but we couldn't cope with the interruptions. We changed to a different and much better provider within a couple of days.

I received the electricity bill at the end of February with the due date of 04 March.
I did not pay on time and I receive a payment reminder on the 11 of March with the additional 50 AUD late fee. I called AGL to say that after being a customer for nearly 20 years, I will expect that the SMS should be sent on the due date or one day before, instead of one week later. I can tell that the customer support lady was irritated but she told me that she can apply the discount if I change my plan in accordance with the new government changes.
Basically...

I have contacted AGL on the 16th of February to have my internet going on the 5th of March. Despite having all the time they needed, they waited until the 2nd of March to send the modem out. Their estimated time of delivery is 7 to 10 days, plus any corona-delay there may be. Then why wait until 3 days before my requested date?????
Moreover, after receiving the modem on the 9th of March, I called them to have the internet installed, and guess what.. it takes another 24 to 48 hours to get the internet connected..and guess another thing... 2 days after there is still no connection.
Thanks to this absolutely unnecessary waste of time, we are falling behind with our studies. I don't think we'll be staying with AGL for long.

High end prices. They send you the break up of charges which to a layman is poof. No benefits for long term customers also. Solar feed in is also less.