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Poor customer service
Even after 2 months of applying for new electricity connection, multiple phone calls and emails; Elysian energy were unable to activate electricity connection at my home. Very poor communication from their side. Finally I requested my application for electricity connection and went to Origin energy who connected the house within 48 hours with awesome trial of emails to update me about every step.
Terrible Customer Service
We have had Elysian Electricity for over 2 years. I like the monthly billing and being able to look up usage and solar feed in on a half hourly basis. However, that is the end of the good points.
On several occasions the bill has been wrong due to the wrong pre-paid tarrif. The online usage charts are frequently not updated for days or weeks. For the last few months the invoice is several weeks late.
Following up these issues is made virually impossible because emails are never answered (apart from one time when a completely incorrect reply was given) and the customer "help" line is rarely answered.
Worse ever customer service
Though the rate slightly lower than other retailers but the customer service the worse ever in this industry. To call them take more than 75 mints on hold & finally got in trained customer service do not know what she talking about.when you leave a call back no. no one call you back. Service not worth to use.
Unable to fix trivial billing mistake
I switched to a different provider in July.
Contract terminated on July 5 but they invoiced the plan fee for the month of August.
I notified them immediately but never got an acknowledgement.
When I finally managed to talk with a customer service agent, they are unable to confirm anything in writing and they are unable to confirm by when the mistake will be fixed by the billing department.
In the meanwhile, I keep receiving overdue notices when instead I should be receiving a refund.
Race to the bottom on service
They offer fairly cheap power, which isn't so cheap after you have some experience with their hokey way of billing (flat tiers based on usage with pre-pay every second month).
BUT, thier service is not just poor.. it's non-existent. You will never get a reply to an email, and you will never get through by phone - you cannot contact this company at all. In my case I just wanted to update a credit card (guess what, their online portal doesn't work either).
I found the best way to update payment details was to swap retailers. You may find the best experience is to avoid these guys altogether.
If only zero stars were possible! Do not join them the cheap power isn’t worth it!
We moved into a house on Friday and had power the same thing Saturday and Sunday nice electricity. Woke up this morning to no power.
Check fuses no problems there but meter says disconnected. Alrighty then. First call Elysian and the robot tells me to call powercor so I do that.
Powercor say you have been disconnected sorry we can’t help. Fair enough.
Now we call Elysian again and between me and my partner are on hold for over 4 hours with still no answer. We both leave call backs and send emails. To which we get nothing
I get that accidents happen but when you need power for things like your fridge full of food and they won’t help you what are you meant to do?
Stay Away From This Company
Stay away from this company. The most terrible and incompetent service have ever received! I applied through Elysian Energy to have my electrical service abolished in order to demolish my property. 6 weeks later and a multitude of phone calls, which kept me on hold for 3 plus hours each time, I have been told that the application has STILL not been correctly completed by Elysian. This company has cost me valuable time and money and I am still no closer to getting a result. There is no one to speak to to resolve my problem. I am constantly told I will receive a call back but I am forced to call them again myself because no such call comes. Emails go unanswered. My next step is to contact the Ombudsman.
A huge disappointment
Appalling customer "service"
I've given up and raised a dispute through the Victorian Energy Ombudsman. They seem really helpful, so far at least.
Here's the gist of what I told them ...
" I've had an electrician around to look at getting our floor heating operating at our house. We're having nighttime temperatures of zero to 3C at moment, so it's kind of important.
The electrician said that the smart meter that feeds the floor heat circuitry isn't delivering power to that circuitry, even though there is power to the smart meter (the display is operating and the three little red lights are on).
The floor heating switches and relays etc appear to be functioning fine.
They clearly don’t want customers
I was looking for a greener energy provider. I live in Tasmania and there are a very limited numbers of energy providers, unlike other states. Elysian services Tasmania and prides themselves on green, cheap energy. However, their website is broken. It is impossible to sign up for an energy plan. I’ve tried different devices and web browsers, but still get the same error when I try and select a plan (screenshot attached). I contacted them a week ago about this issue and haven’t heard back.
If that’s how they treat prospective customers, imagine how they treat actual customers. Just don’t bother. Avoid.
Bait & Switch - didn't even get to first bill before 50% increase in usage charges
Absolute disgrace. Signed up from pricing at victorianenergycompare, received a contract that matched those same rates, filled in all direct debit and other forms, set up MY Account etc and when I received my very first bill, the rate had literally gone up about 50% for All Usage (approx 20c to 30c per kw/h).
Contact them, of course, quoted contract, and was glibly told that the rates could change at any time, and they yep, a rate change had taken place. But 50%??
Shortest I've even been with an energy retailer.
At the moment, they do not even come up in the "compare" sites, so I'm not sure about this mob at all.
Massively disappointed, and feel scammed.
First Month in And Im Leaving Due to Poor Customer Service
Abolutely horrible customer service. I am very very disappointed in the level of service and I only had my electricity connected on the 14th of December. I asked prior to this happening to change my plan to a lower option as we have solar power. I was told this would happen. I then received another phone call prior to connection to make sure that everything was all good and again I asked if it had been done and was told it would be done. I then sent an enquiry through the online enquiry on the 16th and I am still waiting for a response and stil...l the plan has not been changed!!! I then sent a message through facebook as apparently the phone lines are too busy to take calls as they are on low staff and the person on facebook said they would have someone call me that day. That was 4 days ago!!!. I have also been onto the account and seen that it was debited on the 30th!!! Thankfully this was rejected by the bank. I wasn't even notified by email that the debit was coming out!! Im appalled at the level of service and I would not recommend!!
Avoid Elysian Energy
I don't recommend Elysian Energy, like other customers I have had billing issues where I have been incorrectly charged for my usage only to then receive an additional $400 bill out of the blue for the error. My energy bills have ended up being significantly higher than my previous provider despite their claim of a smaller per kw charge. Their customer service is atrocious and the manager I spoke to in relation to the issue was rude. I have changed to another provider and now have the battle of getting my final bill updated before Elysian Energy direct debit my last bill so I don't have to chase them for a refund due to the way they make you pay for your energy plan in advance.
Insanely complex invoicing and wrong, wrong, wrong
After incorrectly calculating their invoiced amount for two months in a row, they issued a 'revised' invoice covering those two months, which is pretty much incomprehensible. How hard can it be to say "you used xxx Kwh and it cost you $yyy" ? Plus the dashboard in their app used to say how much electricity was costing per day, on average, but that was wrong too (because it was based on the marginal rate of 0.2024 cents per Kwh) so that probably explains why it has disappeared from the app. I have no confidence whatsoever that I will ever be ...invoiced the correct amount in the future. I have no confidence that they are even reading the smart meter correctly, because the starting point on the invoices is always zero. So how can I check that, unless they are fiendishly resetting my smart meter every month, without telling me? I wouldn't put it past them.
Good straight forward plans, but very poor customer support
Elysian Energy has a very straightforward pricing structure to help you budget your electricity bills. They put you on a plan closest to your energy usage and charge you for the month in advance, so that you're aware of what your energy bill should look like.
However, when I left Elysian, a final bill was not issued to me at all. I pay for the month in advance, and I left in the middle of the month. So, I am owed a pro-rata refund for the unused portion, which I have paid for. I have to personally chase them up for a final bill to make ascerta...in if there's any money owing to them, or any money owed to me due to me leaving before a full billing cycle. It has been two months of back and forth communications and each time they say the refund is coming, but they refuse to put a date on it. So beware, I don't recommend signing up to Elysian because of this. You pay in advance and if you leave, they just keep your money even when the unused portion. Sounds good on paper when you sign up as it helps you budget, but not so good when you decide to leave. UPDATE: It took a complaint to the Energy and Water Ombudsman Victoria for them to process by refund within 3 business days, which I was chasing for the last two months! A straightforward refund request should not take 2+ months and a complain to the ombudsman. This may drag out if it wasn't for the ombudsman.
Questions & Answers
Dear Elsyian Consumer/Past Elsyian consume,
Please inform me, does Elysian have any exit fees?
Thank you in advance for your answer.
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