Simon the Runner
Connected with Gas and Electricity, credit card payments so never late. Thought it was strange someone rang up offering 21% discount. "aren't I already being looked after?", "yes was the reply". Clearly I was not. Gas Bill at $374.62, changed to Momentum at $191. On the iselect site Energy Australia could do my invoice at $193. Amazing when you want to change. Can't believe I have been ripped a new one for so long. Thanks Energy Australia.
very unethical and poor customer experience
They are offering $50 credit per account (electricity and gas) to some one who joins. I have joined them since Jan'2019 and I never received this credit. also the charges they charge are ridiculous. when I enquired about the $50 credit and why it was never offered to me - they didn't have any appropriate response rather then - we can't apply that credit on to your account. very poor experience. would never ever recommend to anyone.
Poorest customer service
We have been customers of Energy Australia all our lives. Recently we sold one of our properties and organised for a final reading to be done. Energy Australia were too lazy to read the meter and instead provided an estimate.
Terrible service provider, multitudes of red tapes, not good for businesses and investment!
I work for developers and always have to set up electrical services connection for new developments. This company is terrible in terms of helping new projects getting services connections. I tried to apply for their services connection but they gave multitudes of knock backs, and multitude of requests from other authorities and agencies! These are totally unnecessary red taps that does not help business-case investments! If I had other service providers to turn to, I would never ever use this guys! I just turned away from them for my personal use as well!
The worst customer service ever
I have been trying to get a Manaul letter sent me since last Wednesday but every time i speak to their customer service i am advised that the letter will be emailed to me within 24-48 hours and i still haven’t received it yet.
The worst customer service ever.
First time service disappoints customer
I received the first gas bill with estimated readings. I submitted the actual reading via their website (please do not set up such function if it does not help the customer at all), got a general response email saying they acknowledged this and will generate the amended bill within 5 business days. Then nothing came back. I contacted the service team several times, asking me to take photo of the meter and then email to their enquiry team. And I did so. Then again, long waiting period. Finally after two weeks I received the reply, saying the reading I sent is in line and not requiring to be reissued at the moment (they say it's the update from their specialised team). Basically they mean there is nothing they will do and still charge a higher bill than what I actually consumed. Then instead of playing around, tell me at the beginning that EA won't adjust the bill. Will leave with dissatisfaction.
Extremely poor billing system & onshore/offshore customer service.
I connected electricity in December 2018. I had various issues with billing, which included being charged for electricity even though it was not even turned on at the meter.
I paid my entire bill well before the due date, however, the system still went in and debited my card for full amount. This left my account in a debit state with the bank.
I needed help to resolve this today, onshore senior management said there's nothing they can do to help, wait for the authorisation to go through and then they'll reverse or contact bank. Contacted the bank and they advised EA can place request to remove authorisation. Contacted EA to advise of bank process to remove card authorisation. Offshore management adv they are not authorised to send this to the bank and it would need to go all the way to the top. Yep! The treasury department. The treasury department needed me to proove there was an authorisation on by bank statement (even though I was in credit with them by over $100). Anyway. I humoured them and sent the statement to be advised the treasury department has a 1 business day turnaround on reply (This was urgent, i had my car loan payment coming out and needed food for the weekend). The management team had no way of contacting this mysterious department within EA, only by email.
Get with the times energy Australia!. Your systems, processes and People are outdated.
You don't empower your people to help customers, Its full of burocracy and you're not customer centric.
Pay attention CEO. Do your job by fixing the issues.
I had solar panels installed 28th March to a new build house with smart meter. EA told me re-configuration of the meter would be done remotely by 22/4. I followed up on progress 17/4 and Pam said she'd look into it and call straight back. Nothing heard. Hours later I called and spoke to Kim. She told me the company, Vector rejected the request 9/4 as EA didn't complete the request properly. Request was re sent and due to EA error Vector promised to have reconfiguration done in 5 days (22/4). Kim promised to confirm when done. 30/4 Heard nothing. I spoke to JK who rang Vector - just a few more days. 20/5 spoke to Viv & he spoke to 'the Manager' at Vector - 'they haven't processed the request properly' but the manager will escalate, follow up personally today & Viv will confirm by noon 21/5. 22/5 Nothing heard. Spoke to Alex who offered to follow up & get back to me. He seemed genuine but we are getting nowhere. I asked to speak to a supervisor and spoke to Matthew - 2IC. He's escalated, will follow up and get back to me in the morning. 23/5 Nothing heard. Spoke to Neha. Matthew has gone for the day. No updated notes on my file. She will follow up with Matthew tomorrow and get back to me. A total of 5 people at EA have told me they would follow up and get back to me. Not a single one has. My hopes are now with Neha. I'm wondering if they aren't able to make outgoing calls - but Matthew was to have emailed me,,,, Easy to blame Vector, but EA staff have failed miserably, over and over. This really is pathetic - and I'm really disappointed. Neville
Useless company and setup. They really need to rethink their direct debit system
Even when bill is payer they still take out the direct debit when the my account they have states 00000. This is just on Elect. Useless service support took 3 months to connect and even stated every number on metre were stupid. Useless company and setup. They really need to rethink their direct debit as it affects all people who struggle with its cost. You can pay and they will still direct debit your account even when you owe nothing more. It is run by idiots and most likely owned by an idiot who just parks his butt making top dollar for screwing over people
Online system does not work at all
The online system that is linked by their emails does not work. It always says card rejected by bank. All the cards, each time. But when you call in, and the automated phone system picks it up for payment (pressing all the buttons, slow and annoying) then the payment goes right through. Such incompetence on the online system that it never works, ever.
Worst Company Ever!!!!!!
SO SO SO many issues with this dam company that still hasn’t been resolved yet over the past YEAR everytime it says it will fixed but bloody isn’t!!!!!!! So sick of it! I just want to speak to someone who actually knows what they are doing! Do not go with this company!!!
Worst customer service ever
We had outstanding balance of $20k to be paid, and this been accumulated over many months due to poor billings. But the customer officer wasn't even ready to listen, while speaking he just said line will be cut off instead of paying. Very poor treatment
WARNING. Arrogant. Worst company I have ever dealt with. Hoping they go broke ASAP. Wish I could give a "NO STAR"
I have been messed around for about six months trying to get a solar meter installed. $10,000, 11Kw system. No continuity in EA paperwork system. Answers vary with each phone call. Ask for a supervisor and they simply hang up on you. Stalling tactics are always in their favour as once system is online their revenue drops. They asked for paperwork (email) they confirmed they were in possession of, which had by the way, been in their possession for well over 5 months. Today I was told "another 15 working days" That will take it into 7th month. They have cost me over 10% of the cost of my system in FIT already. Only ombudsman (EWON) complaint has made small headway. They have lied to EWON on multiple occasions. I have lost whole days on the phone on hold. They intentionally roadblock all attempts to install a meter. And if they "estimate" a reading you can't even get out. I paid about $100 for a "special meter read"just to get away from them. Do yourself a favour, go elsewhere, anywhere, Enova, DCPOWERCO, etc.
The last thing I said to them was:
Is there anything I can do (legally) to accelerate the demise of Energy Australia?
Warning Re Energy Australia. Terrible Service. Am Going Elsewhere.
Received our latest gas bill.
Bill states our gas usage has increased 71% since this time last year.
I suspect a meter leak, as our meter was routinely replaced a few months ago.
Called EA for assistance, but they refuse to help, stating that they are unable to confirm my identity (apparently my D.O.B does not match what they have on file). I have used the same identity details for decades as a customer without issue previously. My D.O.B. has not changed. Problem is at their end.
EA insist that I have to email a copy of my drivers licence to their call centre in the Phillipines before they will help. I have no means of doing this. Their call centre connection drops out, and they call me back on my mobile phone, but still refuse to assist or believe my identity without a copy of my drivers licence.
Worst service ever. We will be switching to a new supplier ASAP.
I agree with all the other reviews that EA service appears to be at an all time low.
EA will not budge even when they are wrong. Be careful.
Have been using EA for over two years, but things seem different in 2019. They promised me a 43% pay on time discount for my Solar/Electric going into 2019. I had called them in Dec 2018 to confirm this, and they even have a record of that call.
The 43% discount suddenly dropped to the standard 25% when I received my first bill in 2019. After raising the issue earlier this week, one of their supervisors retrieved the conversation from Dec 2018. The outcome was that the consultant back then had “misunderstood” me and thought I was talking about something else. Either way, I know it’s a big fat lie, they were trying to see if I had made a mistake in audio of the Dec 2018 call. They could not find anything mistake, so they blamed the poor consultant and their system. The customer service experience seems changed in 2019, like it’s moved overseas or something.
Please be careful with what/how you handle your conversation with EA - they record everything and will try and use it against you. Take your business elsewhere with a more honest supplier, I know I definitely will.
Much better than before
Before I found them to be similar to the others. Not that bad but often the price would start low and then jump unexpectedly. I went on a plan where they said they would give me a low rate and keep me on a low rate and so far it has worked out well as I am still on a good rate after 18 months or so. Call centre is good too.
SALES STAFF FOR ENERGY AUSTRALIA
I just had one of your Sales Staff contact me on the phone. I simply asked her what the Tariff rates were that went along with the Pay on time percentages, and she ignored the question. I politely asked her the same question again and she hung up on me. Maybe inform your Sales Staff better so they can answer simple questions. And to be hung up on from a simple question, is Really Bad Business.
receiving the bill
Still awaiting for a bill ....1 month later rang... it will be sent soon
Dealt with them few times and they say one think and do another
The worst Expiriance I have had with this company
I would not recommend them
Making up prices?
Started using EA when we moved into our own house a few years ago. Bills were always $6-700 per quarter for 2 people which seemed high from when we were renting. We switched to another provider that were offering a 15% discount, yet our bills suddenly dropped to around $300 per quarter or less.
We got our final bill from EA, paid it and got on with our lives. Or so we thought. We got a letter a few weeks later from EA stating the final readout was incorrect and we still owed $90 exactly, then another one shortly after stating this was also incorrect and it was even more. Also suspiciously an exact dollar amount.
We queried if it was an exit fee etc, but was confirmed it wasn't.
Long story short, we dug our heels in and called their bluff on a last ditch attempt to extort more money out of us. Eventually they dropped the balance, presumably because they knew we weren't falling for it.
Regret ever using them.
my part payments
had a ? about my part payments got nowhere on the live chat online after nearly an hour was given the 1800 number 2 call didn't hav 2 wait & had my ?s answered by a very polite man
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