Overcharge and borrow my money for the year ... then send 5 letters at once
I received 4 x separate revised bills for the past year's supply that were extraordinarily confusing in the first, second and third instances as I tried to unravel the order of information. Imagine the overall cost of issuing these to the numbers who were found to have "an issue with your account". This was the dry explanation, on the supremely short, crisp and bland letter, from the apparently droll and tight-lipped Head of Credit Management and Billing - [name removed].
I particularly enjoyed the part where he stated that "We've tried...to make any changes as clear as possible" - after stating that Energy Australia "had credited your account with the overcharged amount of $0.00". Seriously. There was actually a $$$ amount at the end of the calculations, but in trying to rectify a year of errors they don't seem to be able to merge data very well. Absolutely not complaining that I have found to be in credit - but it does make me wonder what Energy Australia have been doing with everyone's money that they 'borrowed' for the year? I mean it could be 100's of 1000's for all we know. That's a healthy whack to play with on the money market. I wasn't offered any interest payments for the money that they 'borrowed' during this time. An oversight I thought. Perhaps the "sorry this happened" was meant to suffice.
They make mistakes but their support team is great
I am using energyAustralia for my electricity and gas since more than one year in Sydney. recently, i shifted my home and moved energyAustralia with me. They are cheapest in the market and service is not too bad. while doing my final bill for old property address, they sent me wrong bills. they overcharged me but upon my contact using their livechat, they adjusted the bill. This happened more than once.
For my electricity bill, I have to contact them atleast 3 times to get the correct bill. Til date my Gas bill is in pending state and im waiti...
Why do we have these companies??
Why can't we pay direct to the service providers like in the old days.Now we have all these companies simply to make money & cost more for power without making a stitch of electricity or gas.This mob just keeps getting dearer & dearer with no real explanation.We have cut our usage so much but in the last month its gone up another $100 almost.Thinking about solar but from whats told you get no real return because they stop your discounts making the cost almost the same.Governments thanks a lot for selling off our assets.
I recently called energy australia to organise a payment plan with them. When i spoke to the lady she question me on why i wanted to do a payment plan. I informed her that i was unable to pay my bill in full as i am a uni student. She then question me how much money i receive every fortnight which made me upset because i felt that it was unprofessional and rude that she asked me that.
Lying unorganized company
My account was lost! even though I had received my confirmation welcome letter and they asked me to register again. They don't have any clear timetable of their peak and off-peak time. The bills are not sent regularly and they sometimes send a few bills together. The provide minimum online services. Even the eWise service has been ended and they said it was because their customers wanted a better service. It's a lie. Well, you could have provided a better service before discontinuing the other one. They are not with Flybuys. Not a good customer support. I will switch to another service as soon as my contract ends.
There's always Opportunity Cost
I have only been with EA for about 18 months and I have to rang them up every single time I received my bills just to get waived or clarification from their carelessness error.
I understand that this company offers the cheapest discount and rates in the market (South Australia) at the moment, hence I just have to do my own due diligence and see what happen. At the moment they have been treating me OK as a customer, despite all the bill errors. I guess we have to be firmed as well, do not take anything from them and I found their staff are lazy and lack of motivation.
Cheap cost for South Australian energy
Administration Management, I guess the Management need to provide more staff training and make sure they always on the ball
Beware daily service charge
Small business - just switched to Blue NRG - yet to get first bill. The retailer advised they were able to reduce our rates further due to the carbon tax repeal. Grateful for this however I noticed that the daily service charge increased. What they give with one hand they take with the other.
Reduction of rates
Increase in daily service charge
Pleasant customer service
I had a number of problems with who actually owned the billing rights to the house I recently rented. Energy Australia informed me that they owned the rights, and so I signed up with them - however, they later informed me (after I was billed by another retailer who I originally signed up for) - that they didn't actually own the billing rights! Confusing. Oh well, the customer service over the phone was very pleasant.
Courteous, helpful customer service
Slightly inconsistent on facts :(
Renewal Rates a joke
I have been with Energy Australia for the past three years. When my contract was due to expire their Letter of Offer for further supply had the discount I had enjoyed the previous three years halved. I did my homework and found at least five alternative suppliers that had better offers than theirs so I switched to a new supplier. Three weeks later I was contacted by EA and offered a discount two and a half times my previous contract rate. When I refused on principle EA said I was still within my 'cooling off period' with the new company and...could cancel and stay with them. They were wrong on this. They also advised that the offer they had previously made was a 'mistake'. EA couldn't understand why I would keep my word and stay with my new supplier. It is bad enough having to shop around for energy suppliers but even worse when you are stuffed about like this. reliable supplier Deious when renewing supply
Incompetent energy providers
We transferred our Energy Australia accounts for gas and electricity from our flat to our new home in January 2013. In about June 2013, I was harrassed - there is no other word for it - by a hysterical Philippino to take advantage of a new offer which would give us x% off our bills with Energy Australia. I paid the electricity bill in November 2013 and the gas bill in September 2013. Because I was getting married and we were finishing our renovations, I hadn't noticed the bills didn't arrive as usual in February and January 2014 respectively. I...then rang them in March 2014 and they said the meter reading hadn't been done. On 24 April I rang and they said they weren't convinced that I had actually agreed to the new contract so they'd put a block on our bills. Today, on 7 May, after 3 phone calls, I managed to persuade them to organise those bills as we are going overseas for a year and will be renting out the house. I cannot believe that I have had to chase a utility company for their bills and because of the delay (despite me phoning several times about them) I will be up for about two thousand dollars worth of bills.. We will be swapping to another utility company for gas and electricity on our return. Didn't have to pay for gas or electricity Inept service, the crazed telemarketers, the fact I'll have to pay over $2K in bills when they finally arrive thanks to being months overdue in being sent to me
Energy Australia experience
I have been a TRU Energy customer for a number of years. I stayed with them when they changed over to Energy Australia. When the name changed, that's when the issues started. I was meant to get a discount through some phone promo, yet it never stuck to my accounts. After 12 months of stress and numerous calls, I decided enough was enough and am in the initial stages of transferring. Once Energy Australia were notified, they called me to confirm. I told them yes. But the surprising thing is that I got through to a guy who deals with account...issues. He looked into the gas and elec account and after a few hours called me back to tell me that the plan I was on was an old plan and that's maybe why the discounts weren't sticking. He upgraded my plan and offered me a higher discount because of all the trouble. My advice is to persist with them if you have issues and if not, ask to be referred to a person who you can talk to who reviews account issues. I have a feeling that the issue is very likely resolved now, but we shall see.... Helpful customer service Staff need a little more training in account handling
What Customer Service?
Got an overdue notice but no bill before it. Called them today hoping to get a copy of the "lost" invoice - waited for over 55 minutes before an answer. And the consultant said " Don't tell me. It's about the overdue notice and no bill?" Geez, can't these people think about putting a notice up on their website to say there's been a recent billing issue? Or even a tele-prompt?
Issue dealt with promptly - I hope!
Aged considerably waiting for a consultant, when they could have put a notice up on the web page.
My year of living with EA
I've been an energy user for over 30 years and have rarely had issues with billing and to be honest the only issues I've encountered have happened within the last decade with "Energy retailers"..
I went from Origin to TRUenergy a couple of years ago and by default then went to EnergyAustralia, lucky me! Anyway after EA took over I didn't receive an Electricity bill for about 6 months, I did ring a couple of times to check what was going on and was told it was being taken care of.. When the bills (yes 2 bills) finally arrived one was listed ...as overdue, it was exactly half the total for that 6 month period, both issued on the same date but no discount was carried through on the second bill, go figure? Rang and after explaining accounting 101 they got it.. However the same error reappeared months later with another billing error occurring in the mean time, all of these errors are discount related and generally carry over errors!! hmm My gas account was not free from problems either but they did manage to credit the 170 odd dollars back! I'm still trying to sort that Electricity account out.. Energy Australia - Just in case you have forgotten, you kinda need customers, wake up before it's to late!
They could suck more
Things were running smoothly as TRU Energy. But then the merge happened. No quarterly bill arrived. Instead I was greeted with a 6 month bill. So I paid that. The next bill arrives, this time quarterly, saying I owed $16.46, my discount from the last bill which I paid on time. Ring them up and fixed the problem in under 10 minutes. That was the positive part. However, the guy on the phone said sometimes the system "misses" the discount. Even after this, I still hate them less than Origin and Lumo, and of the major retailers their prices are the best in my area. I guess we're forever doomed to choose between the least worst retailer rather than the best.
Surprisingly quick to pick up the phone and useful too.
I changed over to Tru Energy now Energy Australia a number of years ago and never had any problems
with my billing till they changed to Energy Australia. The last 3 bills I have paid by the due date using Bill Pay and I continue receiving Reminder Notices saying I owe the discounted amount for not paying on time.
I contacted them by email but no one bothers to reply. Received a generic reply saying the matter will be attended to within 5 working days. Trying to get through to a customer service consultant is near impossible. Their customer service is a disgrace. I am going to move to another provider.
Good discount provided
Disgraceful customer service and inefficient billing service.
Incompetent and not helpful
I joined Energy Australia through 'One Big Swtich' early terminating my contract with AGL as my maths showed that i will be still saving even after paying my exit fee with AGL.
Well My account was swtiched to EA mid-December 2012 and it is now late April 2013 and I am still waiting for my first bill to arrive.
I emailed them twice to which they do not bother to reply.
I have called them three times and all they say is my account is active and there has been some delay in invoicing and my request has been escalated. My friend, I would like t...
Not happy with the price increases
Joined EA through Energy Watch in 2011. They were then the cheapest we could find. Have had no probs with billing or customer service, but since the merger with Tru Energy, we are now paying Tru energy's inflated rates, which meant a 15% price increase on January 1 this year, a total of 33% price increase in less than 2 years. I am talking about the actual rate (18 c/kwh to 24c/kwh) and supply charge as well. Contract is up in a couple of months, so will wait till then to leave. Not very happy with EA for signing people up on cheap rates and then bumping them up. There are now many cheaper retailers to choose from.
Accurate prompt bills
33% price increase in less than 2 years
Nuetral Review As They Don't Seem to Want Me
I needed to get a new retailer after going solar and my existing retailer (Origin) had very high tariffs for TOU. EA do not put rates on the web for solar - you have to ring. Rang them and was verbally given some rates. I asked them to email them to me in a contract. Oh no - we don't email - can only send by snail mail. Gave them my address but the information never arrived.
Given that they can't send a simple contract via email, and can't even mail it, my degree of confidence in them dealing with any issues was very low so I did not bother them any more.
Seemed to be an Australian call centre
Extremely poor response in supplying marketing information
Unreliable information from Energy Austral;ia
After having solar power fitted in August 2012 I eventually received a final reading bill for this installation in the middle of October. The next meter reading by S.P. Ausnet was on 5/12/12, and this information was forwarded to Energy Australia on 6/1/2/12. As of this date ( 14/2/13) I have not received a bill. after calling E.Aust I was told that S.P. Ausnet.were having trouble reading the smart meter, after the next phone call in Feb 2013, I was informed that they had to check with S.P. Ausnet to verify the meter reading that had been cond...ucted 2 months prior. I feel that Energy Australia are continually giving me false information in the hope that I will change energy retailers, I wonder why they are stalling, after all I am confident the I will be in credit considering that the solar system (since installation) has produced 2230 K.W for a household with one occupant. Next move is to the Electricity Ombudsman, as I am getting nowhere with Energy Australia. Poor and incorrect information every time Energy Australia is contacted by phone, with no reply to emails.
Not Happy don't like paying in advance for electricity I haven't used yet than they reinburse the next month or charge more thae following month really hard to know what you average bill is because you are eother chasing you tail or you've overpaid. I have an accounting background & I find it hard to understand their billing I can only imagin what older people are going through. I will be changing back to intergral and asking them for a discount for returning . Lets see how competitive they are
Direct Debit , pay monyhly
really hard to understand their billing
they are in the mist of changing my meter over to the SMART meter. the rates are high. The peak time rate between 2pm and 8pm (when everyone is at home cooking etc is 27.5cents per kilowatt.(curently 12.7 cents per kilowatt) shoulder time 7am to 2pm and 8pm to 10pm is 9.9cents a kilowatt and off peak (when us humans are sleeping is only 5.5cents a kilowatt. Now i have to work to be able to pay my bill so how are we suppose to up after 10pm(off peak) to do the washing etc. They have got us cornered into a rate that we will have to pay weather we...like it or not. And god only knows how much that will be. yes i understand that if we use we have to pay for it there for less is best, but when we get home from work and its boiling hot and want to put the air con on it is going to cost us double (current rate 12.7cents per kilowatt) i can only hope that 12 months time we can still afford to run these items that we have spent thousands installing.(they certainly didn't tell me about the rate changes when i paid $3,000 to install a split system air con.) Not alot at the moment rates
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