Reviewer Photos & Videos
Appalling customer service
I've contacted AGL customer service at approximately at 2:00pm today, the 5/8/2020, in order to update my gas payment plan. I've been served by a very incompetent, unprofessional and rude lady. After putting me on wait for around 15 minutes, she just hung up the phone and disappeared without solving my issue. Now I find it hard to report her to the head office, because she didn't even tell me her name which is really disappointing.
- Verified customer
Useless communication - have just ignored me!
I had a gas and electricity account with AGL - left the country in May due to losing our visa during covid. I emailed AGL 10 days before we left to their email that they were advertising online asking them to cancel our account on the day of move out NO REPLY. 3 more emails NO REPLY. Went on chat and they said can't backdate even though it has been there fault we're in this mess now. I had to argue for a callback to my German number (as we don't have access to call Australia), finally confirmed they would call back in 48 hours NEVER DID. Clearly this company don't want me to make my final payment? OK then, I give up!
AGL service is extremely poor and they are deceiving
Back in May when they took away the on-time discount, we received an email stating based on our consumption, we would save $80 a year. BUT what the email did not state this excludes the on-time discount so in fact, even though their rates decreased, we are paying over $40 more a month just on Electricity. They mislead their customers with incorrect information and basically 'lie'. I contacted AGL last week regarding my Gas bill. When I told them I'm considering looking at other providers, guess what ? They told me there is a better plan for me....So why didn't they communicate this way earlier or provide support and with COVID-19 and this environment, you would think AGL would do everything they could to support their customers. You can't email them any-more and when I use to, they rarely reply unless I sent same email at least 3 times. Their virtual message chat online is pathetic and provides little help when your trying to contact someone for assistance. They are largest supplier of Electricity and Gas but they do not reply to my requests, they 'lie' and have little care factor. Last week I went to 10 other provides of Electricity and Gas, found cheaper alternatives and made the switch. Good-bye AGL, thanks for 'taking advantage of another poor customer' and to help me realise there are cheaper and better suppliers out there. If their service is half as bad as yours, then they are going to be much better for average customer in this market. Again Good-bye AGL, who is next customer you will 'lie' to, take advantage of and provide no service too?
Sales staff tell blatant lies
We initially moved to AGL after being offered a 30% prompt payment discount. When I tried to open an account at a different property the salesperson told me that the plan we are currently on is no longer available but the new plan is definitely much cheaper than my existing plan.
Our current plan is 22.5c/kWh, less 30% for paying on time (15.7c/kWh after discount).
She wanted to sign me up without telling me the actual new rate but when I specifically asked, she told me it was 21.4c/kWh.
I then told her that this is actually much more expensive than my old plan. She grudgingly admitted that was true, despite her initial claim to the contrary.
Horrific gas providers
After years of arguments, dubious and error laden billing practices and fees, 3rd world customer service from clueless operators, endless excuses and horrendously expensive mains gas prices we've abandoned them. We have gone back to electric hot water. When we informed them, they hit us with a $65 fee and we were told we will be waiting a month for proper disconnection. Still paying the gas tariff may I add for gas we no longer use. And with no way of knowing when they are turning up, if we were not home when they come to disconnect we will incur another $150 fee. Bitter retribution for leaving them it appears. Keep well clear folks or you'll regret it. They are horrible. Cheers.
No accurate bill in 5 months
Registered the date that I was moving house with AGL. They kept billing me for the old place for two months even though they had the move out date on their system. Then I notice they dropped my concession status on my bills even though that too remains on their system. Difficult to contact. I haven't had an accurate bill in close to five months even though I'm billed monthly. I am now concerned it may affect my credit rating, as I have no indication of what to pay.
I’ve been with AGL for years, and it’s gradually got worse and worse. The way I’ve been spoken to by AGL staff is appalling. They really don’t care about their customers. Rude, disrespectful, sarcastic, unhelpful and unprofessional. I’ve worked in customer service and visitor engagement roles for 30 years. If I treated customers in this manner, I wouldn’t have a job. I’ve tried to remain loyal, but I think it’s time to change providers. Please don’t choose this company if you’re deciding on changing providers, unless you enjoy being overcharged and spoken to like scum.
- Verified customer
Check out deals with comparison sites first :)
I've had AGL for numerous homes/investment properties over the years. Did a comparison today, I would save around 25% of the bill on one account alone. When I rang AGL they didn't offer me anything like that competitive rate could only tell me about a new plan that would save me money from now on. I asked [name removed] (Resolutions area - excellent at his job), why hadn't I already been informed I could be saving or better still be transferred across to this plan automatically? He wasn't in a position to answer. The guys at the top make the ...decisions- its just the same as the banking industry/real estate - "BUYER BEWARE". It really pays to do a comparison, like me you could find savings of over $112 per quarter per property - that really adds up.
AGL poor quality with customer satisfaction
My bill just doesn't make no sense!!! And nobody tells me nothing about why my bill is so higher than before! I used to pay around 300 dollars every 3 months and now i am paying 300 dollars EVERY MONTH! NO MAKES SENSE. I talked with at least 5 people from AGL and nobody fixed my problem, I don't know what to do. I am just looking for another company that is better, has a good price and respect the client. I hope that they can help me about this soon as possible as I need to pay a so expensive bill. I believe that this is a poor company that doe...sn't care about the customer and it is only interested in the money. I just want to they can open a investigation about this, my house has only one bedroom, only my husband and I live in the house. And we work and study all day! We just arrive at home to sleep.
- Verified customer
Serious account safety issue
Had AGL for few years for my property and recently put the property as investment. When the tenant moved in, they incidentally request a provider transfer( which they been noticed that electricity stay under my name). On 07/07/20 AGL accept the transfer request without my permission( Not even have any contact with me). How this happened? Is that mean anyone can takeover or transfer my electricity provider away without my permission? I believe it is a serious account safety issue and it may become a LEGAL ISSUE!
Makes no sense, poor service
I Received my quarterly a/c from AGL a $1200 Bill when previous a/c's
have been around $300. Bill included several adjustments dated back over 12 months since I moved into the house which didn't make any sense. I have rang customer service twice now. Just received another a/c after investigation saying they made an error reading the meter; no phone call to explain anything or how it occurred; really poor!
Resolutions are a joke.
Had gas and electricity hooked up to our house after we purchased it in November. There was literally nothing plugged into our house as it was taken back to the studs. In March our meter showed we used over 600 kw in 17 days. Called and spoke to resolutions and was told I didn't know how to read my bills and it would even out the next bill. Next bill comes and is over $200 just for electricity. Again told it was because they underestimated last bill so that's why the bill is so high. Explained I didn't understand how we could owe so much wh...en the house didn't have a single appliance running in it the month before. Was flat out called a liar and asked to tell the honestly what we have running in the house during the renovation. This month our bill again is well over 200$. I checked the reading and they under estimated. Our meter is showing we have used over 1100 kw in 30 days. Call and speak to resolutions again and told I don't know how to read my meter or my bill. I enquire about having someone come and test the meter for efficiency and told that would be a waste of time and would cost me 500$. Not once during the 4 calls I made asking about my bills did anyone suggest any options to troubleshoot our appliances or meter. I called endeavour and within a few minutes they have suggested 2 options on how to figure out if my meter is faulty without spending 500$. 2 weeks of daily recording of my meter and my general usage and control load jumping 300% than previous days it appears my meter is infact broken ( like I have suggest the last 4 times to resolutions). Call again today and speak to resolutions and am told that I again don't know how to read my bill. Also was told they would hang up on me because I asked them not to be condescending. After again explaining that our meter is showing we have used over 1100 kw in 30 days for 2 adults and 2 kids under 14 months they acknowledge that there is a problem and say they will send someone out to check the meter. UPDATE: Endeavour confirmed our meter was infact faulty. 5 different resolution team members all told me that the bills were high because of appliances. I honestly believe they knew there was a problem with my meter but thought I'd they could convince me it was us they would get to rip us off.
The worst electrical company ever
bullying, incompetent, un helpful, staff have no care ,staff are inadequately trained ,hung up on threatened with disconnection, cancell appointments continually. Don't ring to ask questions they forget just cancell on you. Three months to fix there mistake. Cost me a lot of money and no hot water. Dealing with complaints department but staff keep ringing wanting money explain what's going on . Then email., phone calls t xt messages . They don't care about customers they just don't care.
2/10 customer service
Pushy and inexperienced staff
Gas installation took months because there was "miscommunication"
There is no follow up or anything and I had to call through severtal departments just to get the answer I needed. Things just esculate until it is priority.
Too bad we dont have a choice and the government is subsidising them.
Worst experience with customer rip off bill
Worst experience with customer rip off bill
Worst experience with customer service..they have to train how to speak with customers.Bill rates are rip off better stay away from them..
I should give them 0 rating if there available.saying that 50% off from bill but they not adding card fee,admin fee,adds up price more than usually and then reduced.people the not thinking just concentrate on discount price.but end up been rip off.better stay out
offered one deal, but charge you more!!
I spoke to a AGL sales guy online who offered me a good deal.
16cents off peak
80cents supply charge
I get the bill and its
16cents off peak
$1.10 supply charge
don't trust them. Even have proof but still deny the quoted charges
Questions & Answers
Question regarding AGL controlled load time or clock?
I know the AGL controlled load is available between 1am and 6am, but how do I check the hours my meter is set to be on for during the controlled load to run a storage hot water service.
Looking at my AGL bill it appears to be on for only 2 hours, from 1am to 3am.
The meter is an Atlas Mk7A.
Occasionally we run out of hot water, I know I can press the green boost button.
I've been with AGL for three weeks after being with Powershop for the past 17 months. I have been told by an AGL representative that I would be much better off. I logged into my AGL account yesterday and found a major discrepency, where I'm apparently using a 1/3 more power and making less than half the solar than I was with my previous supplier. According to the AGL website, i'm using the most power at 12am when I'm asleep. (our hot water system is gas, so no its not electric hot water using power). The usage slowly decreases until about 4am when it stabilises. Anyway, when I questioned an AGL representative about this. I was given every reason as to how it must be a problem with devices on standby + fridge, etc. I told the AGL rep, this only started happening when we changed to them as a supplier and I can provide the past 17mnths of records from Powershop to show when we use most power. Midnight to dawn is when we use the least. Anyway, I been told it's probably an issue with the smart meter so they are sending someone out in the next 10 days to check it. I strongly doubt anything I've been told and really think it's an AGL issue, which may take some time to remedy.
I have all the proof to hold AGL to account for overcharging if this is not fix in a timely manner.
AGL billing is a joke. As an energy assessor I saw a number of incorrect accounts billed by AGL. Approach the ombudsmen, and find another provider.
I've since had their resolutions centre call me, in which I explained all that what was wrong. After a week had passed I hadn't received an update so I rang them. I was then asked to upload the power & solar meter readings which I've taken regularly since joining AGL. So basically it seems nothing had been done to resolve the problem after my first call. There is an obvious problem as my power & solar usage details on the AGL website has not been updated since August 26 & its now Sept 17.
I'm now awaiting another another call back from AGL.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.