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Momentum Energy
2.4 from 199 reviews

OK is the way

The only negative I can think of is when I joined the company and they had to arrange for an electrician to come to do the first meter-reading, they did not let us know what time they were coming and also left the switch off, which caused me stress to knock on multiple neighbours' doors to get access to the electricity room to turn on the switch. Otherwise, electricity has been cheap.

ServicesElectricity

They don't care, no loyalty.

Been with Momentum energy for house electricity and gas for many years. Were good at the start. Had a 3 year contract finish(each one in turn) and when I talked to them about a new deal they said the offer on the site was really good and that's all they could offer. Take it or leave it. Fair enough. I left it as there are better offers on the market. Very disappointed in the fact when i first joined many years ago, they would bend over backwards to give you a good deal and would negotiate. Sadly they are just like most of the rest of them, Don't care, not interested in any negotiating, and who cares about you even though you have been with them for many years. Maybe they take their lessons from the banks now. Momentum you have really, really dropped the ball, your negotiating skills to help / keep customers and your efforts in keeping them are really bad. You offer nothing, and after my last/ final interaction to discuss electricity rates, it really left a bad taste in my mouth.
I Have already changed to a new provider.

Transparency
Customer Service
Rates and Fees
ServicesElectricity and Gas

Poor Customer Service

Have called Monentum on three different occasions today regarding a simple query regarding my first bill. Sat on hold for 29, 12 then 27 minutes. From other reviews I have read this is the 'norm'. I'm going to look for a new provider

Transparency
Customer Service
Rates and Fees
ServicesElectricity
2 comments
Hi Kristine, we are working very hard on reducing the wait times for our customers. I have placed your feedback through to our management team. If you do have any further enquiries, please email us at info@momentum.com.au and we will be happy to assist. - DanielleWhat a load of rubbish. I emailed your organisation on 9 August clearly outlining my query. I received an automated reply stating that a consultant would be in contact within 6 working days. Today is the 6th day and I have received no correspondence. I have just sent another follow up email and received another automated response stating that a consultant would be in contact within 6 working days. I find it hard to believe this organisation is so busy. As stated in today's email I will be approaching the Ombudsman in the hope of progressing this matter. I also tried calling but found myself again placed on hold.

Non existant customer service

Don't bother calling Momentum's customer service number 1300 662 778 as no mater menu you get and select the number to speak to someone you are put on indefinite hold. My advice is dump them go elsewhere

Transparency
Customer Service
Rates and Fees
ServicesGas
1 comment
Hi Graeme, thank you for your feedback. We have recently been experiencing huge influx of calls leading to higher than reasonable wait times. I sincerely apologise for the inconvenience. We are looking at ways to reduce this and your patience is appreciated. If you have a Momentum account specific enquiry, please contact us via email @ info@momentum.com.au or ring us at 1300 662 778. Thank you once again – we look forward to serving you. Regards, Rohini

$500 dollar bill for 1 month

Got recent bill to have $500 bill for 1 month
When I rang was told it’s the rates and on peak billing but no real info. I asked what I can do as very higher compared to same time last year only to be told that I should do a check and a call out is ver expensive .. poor form

Customer Service
Rates and Fees
ServicesGas

NO customer service

Called to discuss a bill and was placed on hold for 40 mins, my call was then disconnect, called back and was placed on hold again - I Have Ben on hold now for 48 Mins!!

Transparency
Customer Service
Rates and Fees
ServicesGas
1 comment
Hey Ceedy, thanks for reaching out. We are experiencing high call volumes resulting in unreasonable wait times – apologies for that. To assist further, email us your full name, account number, date of birth and a short description of your enquiry to info@momentum.com.au. We look forward to hearing from you soon. Thanks, - Rohini

absolutely terrible service. The worst you could have in Australia

I tried to get setup with Momentum Energy. after one week of phone calls I still didn't have energy.
All I recieved where incompetent tele-marketeers to lazy to do their job unless you specifically call them out.

this is how it went.

1. first phone call (with [Email Address Removed])
He said everything was setup and fine and they would activate the energy in 2 days

2. two days later (with [Email Address Removed])
I called back asking for a status and he said that it is setup, I went to my new flat to check, and it wasn't working.

3. next phone call (with [Email Address Removed])
he said that I need to provide the meter number, which is strange since that's what they are supposed to know in their records. then he have me the number of the city and basically told me to sort it out myself.

4. next phone call (with another tele-marketeer)
he said that the city guys needed me to be on site in order for me to complete So I took a day off and stayed at an empty flat with no electricity for a whole day and nobody showed up. through the day I called 5 times to make sure that everything is in order. Everythime I called they said that they are on their way.

this company is a joke, why couldn't they let me know the first time that I had to be on-site, why did I have to be on site in the first place. Im the only one in my building that needed to deal with this

Transparency
Customer Service
Rates and Fees
ServicesElectricity
1 comment
Hi Mounir, thanks for reaching out and we sincerely apologise for the inconvenience. This isn’t the experience we would like you to have. To investigate further, if you could please contact us via phone (1300 662 778 - Monday to Friday, 8am to 6pm) or send us your full name, account number and date of birth by emailing us at info@momentum.com.au – we will look further into this issue to see how your experience could be improved. We thank you again for your feedback - this has now been passed on to our management team. Thanks. - Rohini

Good at giving customers the run around

Existing customer, but Momentum don't seem to advise customers of important changes to their electricity bills Prior to the changes occurring! The bill arrives & then you have to call them to enquire, which takes at least 15 minutes to get through to customer support. Momentum's customer support team used to be ok, but now i just dread ringing, due to the long wait times to get through & the shocking support at the end of the phone....they really DON'T seem to care about their customers and trying to resolve issues in a friendly, professional and timely manner. Its really hard work with them.
They say they will follow through on an issue & make it "high priority", but after nothing happening within the promised timeframe, you call back 3 times to follow up where the matter is at, to be told the issue has been "closed"...... but I am still waiting to discuss/resolve the issue!!
Shocking and frustrating Customer service at Momentum.

Transparency
Customer Service
Rates and Fees
ServicesElectricity
9 comments
Hi Tracy. thank you for taking the time to provide feedback. We would love to investigate into what happened as this is not the experience we would have liked you to have. Please email us at info@momentum.com.au and we will look into it. - DanielleHi Danielle Very Appreciate your reply, But three Momentum staff have already wasted much of my time recently. Very Happy for you to give me a call, & I can provide dates, times & names of your four staff involved in my phone calls of last week that left me feeling most upset & disappointed in your poor customer service & lack of care with client inquires. Look forward to your call. Regards Tracy BuijsNotwithstanding my above email...My Last contact with Momentum customer service was with Jeremy at 4.50 pm on the 11 July 2019, wherein I requested him to treat my call as a "COMPLAINT", and I provided him full details. Upon reflection, your email to me above Danielle suggests to me that despite my request to Jeremy, he has failed to lodge my Complaint on your system, as you wouldn't need to ask me to provide you the details to undertake an investigation.... you would already have them in front of you!!! Yet another grievance I can now add to the already list of failures I have been subject to with Momentum staff last week. This just goes to heart of my complaint with Momentum, deflection, excuses, no transparency & very poor customer service and clearly a huge disregard for your customers and their requests!! I look forward to your call today Danielle. Regards Tracy Buijs

Letter advising of peak rates increasing by 33% and off-peak by 61%

I received a letter advising of a massive hike in rates, 33% increase for peak and 61% for off-peak.
I went to the website and there are no published plans with rates this high.
So instead of contacting me to discuss taking one of the published plans they instead chose to send me a letter with ridiculous rates. Poor form. It's a low tactic to catch a certain percentage of customers who aren't paying attention or haven't got time to keep an eye on their every move.
I see from the other comments this is happening often to existing customers.
And their motto is “less hassle, more hustle” ……give me a spell.

Transparency
Customer Service
Rates and Fees
ServicesElectricity
2 comments
Hey Dan, Thanks for the feedback. With any retailer, your rates may increase on occasion due to variations established by your local network or when the renewal of your contract expires. We will attempt to contact our customers before the new rates take effect with other options if you're not wanting to change to the new rates - We’re sorry if any of this was not clear to you. We also send out renewal letters to let our customers know their contract is expiring and to contact Momentum to see if there is a better contract on offer. So we can look into this further for you, please send us through your full name, account number and date of birth as a PM and we’ll check if we can find something more suitable for you. We appreciate your feedback and we look forward to your PM. - TonyTony, No need to be sorry for your bait and switch tactics. You are what you are. Just hope my review can inform potential customers on what to expect. -Dan

Absolutely Brilliant Customer service and Rates

Absolutely brilliant customer service, rates are very cheap and good. Been with them for few months and enjoying the savings on my Electricity and Gas bills. I always recommend them to our customers. Cheers!

Transparency
Customer Service
Rates and Fees
ServicesElectricity and Gas
1 comment
Hey Mubasher, thanks for the absolutely brilliant review =) At Momentum we take great pride in our service and products so we thank you for taking the time to pass on your feedback! Have a great day! - Rohini

I still find Momentum customer service & rates outstanding - superior to all the rest!

We’ve been with Momentum now for more than 6years, after I’d changed supply of the business I was managing over to them years prior, and was so impressed by them; they far outshone the mob we’d been with up until we changed - and then some! I called today to update some account preference details and made a comment to the Customer Service Team member that out last power account seemed a bit high. He swung into action and after taking a pro-active look, suggested he call the Rates Team the see if they could better - was speaking to a very competent team member shortly afterwards who indeed made a new rate offer (on Electricity and gas services) and in a brief time, we’d dispensed with the formalities and I’m looking forward to the decreased rates reflecting in our next bills. They demonstrate they genuinely take pride in meeting their customers needs, and are pleasant & professional to deal with. I no longer put off calling the utility providers! It’s only ever been a positive experience to date with Momentum. Thank you. Keep up the good work! Recommend highly.

Transparency
Customer Service
Rates and Fees
ServicesElectricity and Gas
1 comment
Hey CremorneCool, thanks for the great review! We’re always excited to receive such amazing feedback. We’d love to be able to follow this up further for you and find out a little more about your experience with Momentum. If it’s not too much trouble, please feel free to PM us with your details and we will pass this on to our management team. Thanks again for taking the time to pass on your feedback and we hope you have an amazing Tuesday! - Julian

High rates and no information about tariff rates available on-line

My disabled son that lives by himself just got his 3 month electricity bill for nearly $1000 - looking for information about his tariff rates on-line is not available and only way to get information is for momentum to do a call back - it is the weekend and I need information now!!!

Customer Service
Rates and Fees
ServicesElectricity

Our contract concluded,we received no notification and were then put by Momentum onto their highest rate!

We were in a contract with Momentum Energy. This contract expired. We were not notified & Momentum then placed us on their HIGHEST Rate. We spoke to Momentum about this to no avail.Further, they never returned any calls as promised & we have had to wait on hold for extended times every time we call. Their phone hold service dose not even place what number in the que you are, or how long you can expect to wait.

Customer Service
Rates and Fees
ServicesElectricity
1 comment
Hey Keht, thanks for the feedback and we’re so sorry to hear you’ve had this experience. With any retailer, your rates may increase on occasion due to variations established by your local network or when the renewal of your contract expires. We will always attempt to contact our customers before the new rates take effect with other options if you're not wanting to change to the new rates - We’re sorry if any of this was not clear to you. So we can look into this further for you, please send us through your full name, account number and date of birth as a PM and we'll check if we can find something more suitable for you. Thanks again for your feedback and we look forward to your PM. - Julian

Long term, expensive, bait & switch pricing

I signed up in August 2016, and the sign up process was smooth, with their rates being the most competitive on the market. The cost was 92c a day supply, 17.1c kwh peak, 16.1c kwh off-peak

Every month they'd email an invoice, and deduct the money from my account.

Then, every year they'd increase the rates, sending out notice by post, that I can never remember including the new rates on the first page, or mention the old rates, justifying each rate rise as being caused by external factors and suppliers.

Until suddenly I'm paying 98c a day supply, 27.2c kwh peak, 26c khw off-peak. My rates had gone up by 60% in two years. Yet, when I check on the website, they advertise a rate of 95c a day of supply, and 18.78c kwh.

Basically, they will raise their rates on existing customers purely because they can, and they rely on customer inertia to keep paying, rather than go through the trouble of switching.

God knows what my rates would be if I stuck around longer.

Switching to another provider was a 13 minute phone call, and I'll save hundreds next year.

ServicesElectricity and Gas
1 comment
Hi Jonathon. We are sorry you had this experience. Without your details, I can't comment on your situation, but I may be able to give you some reasoning as to what may have happened. Some customers are on contracts with lower rates for a number of years (which is fantastic!). The only downside is that during that time energy prices across the market can move up, and when they come off that contract and their rates are adjusted to current market levels, it can be quite an increase. We do send out a letter before the rates change and encourage customers to check if we have a better plan for them. I'm not sure if this is what's happened in your case, but please pm us your account details and I can look into it. ~ Danielle

Keep Away from Momentum

I signed up with Momentum on Dec 5, 2018. I had checked online, the figures looked good. Phoned and spoke with Mark, went through everything???, advised how much I would be saving and I signed up. Received the docs very quickly. Reviewed the charges and at the bottom was an extra charge 'Metering Charge'. Never mentioned online or during chat with Mark. Just a small additional charge of $2.8277/day - $835 per year.
Phoned Momentum they advised it was a wholesaler charge. Phoned the wholesaler. They advised they had never heard of it and it was nothing to do with them. I immediately cancelled the signup. No apology from Momentum for misleading, maybe even criminal, not mentioning such a huge charge.
Do not go near Them.

Customer Service
Rates and Fees
ServicesElectricity

Rude sales team. Pricing is bait and switch

I got a quote from energy wizard with a really good price. I signed up but then got told no, I couldn't sign up. To make matters worse the sales rep so obnoxiously rude and kept talking over me. I actually had to ask if I could speak.

[name removed] is doing his best to deal with the situation, but I hope he realises if they treat customers and potential customers like this they'll treat employees worse.

Avoid at all costs

1 comment
Hi John, thanks for the feedback and we’re sorry to hear you’ve had this experience. I can assure you that this is not the Momentum way and we’re eager to see what’s gone wrong in this circumstance. If you could please send us your details and the agents name as a private message or email to info@momentum.com.au– we will look further into this issue ASAP. We thank you again for your feedback - this has now been passed on to our management team. Thanks. - Julian

Ridiculous in every way

They seem to use their own “industry specific” language regarding meter numbers and yet refuse to explain the difference between what an NMI and a the physical identity on the meter itself actually is. I have just received a ‘new’ offer and despite previous complaints about the same issue, they’re at it again. They list what they call an “NMI number” but it in no way resembles the actual number on the physical meter. I have quite literally just checked this meter number myself again 5 minutes ago, same thing, different day! Same with gas bill. Payments that were made direct from my disability pension were not applied to the appropriate account, and every time i tried to contact them and get a resolution they try to refer you to their credit department, but you don’t get to speak to an Australian, but they spin you a line, and expect you to believe it. And yet they want this latest offer to run for another 3 years! I live in unit block and I just want to ensure that I’m only paying my own bill, not someone else’s! How can you know that if the reference numbers they use are totally different to what is physically visible on the meter itself! This applies to both gas and electricity! Currently under review by the Energy & Water Ombudsman’s office. Seriously unimpressed.

2 comments
Hi there, thanks for the feedback and we’re sorry to hear you’ve had this experience. I can assure you that this is not the Momentum way to confuse or mislead our customers, so we’re eager to see what’s gone wrong in this circumstance. If you could please send us your full name, account number and date of birth as a private message or email via info@momentum.com.au – we will look further into this issue to see how your experience could be improved. We thank you again for your feedback - this has now been passed on to our management team. Thanks. - JulianNo Julian, the entire matter was referred to the Energy & Water Ombudsmans office because your company has been screwing me over like this for the last two bloody years at least. What part of, YOUR company has not offered appropriate responses or explanations and as a disability pensioner I have sought assistance through the appropriate organisation for investigation and assistance with this matter. If you’d been looking after your customer’s best interest you’d prove to me that the references YOU use are the same as what’s on the bloody meter itself. Your “assurances” do not reassure me that I’m paying my OWN bloody bills and not someone else’s!

Fair price on sign up....then it’s all downhill from there

Thought I would try an Australian company as that would seem the norm. All good at the start when you’re switching companies but then the bills just start skyrocketing!! When I questioned the increase as a long serving customer I was told that ‘our rates our the best in the market and we can’t assist with any discounts as you are on our best rate’ BABPAU!!! wrong answer!! When I requested for a quote as a new customer I was baffled and amazed on the difference of pricing!!! And to make matters worse I used the online ‘Quote’ system and used my neighbors house number and it was SIGNIFICANTLY less than mine, plus it’s a bigger home with larger land!!! Just remember momentum....A long term customer is the best kind of customer.

3 comments
Hey Seanj73, thanks for the feedback and we’re so sorry to hear you’ve had this experience. With any retailer, your rates will increase on occasion due to variations established by your local network or when the renewal of your contract expires. We will always contact our customers before the new rates take effect with other options if you're not wanting to change to the new rates - We’re sorry if any of this was not clear to you. So we can look into this further for you, please send us through your full name, account number and date of birth as a PM and we'll check if we can find something more suitable for you. Thanks again for your feedback and we look forward to your PM. - JulianHello Julian, thank you for YOUR response, feedback and defensive play on behalf of monumentum. Can you please guide me on how to PM you (maybe an email address) so I can assist you for you to find something more suitable for me. Can you also advise myself and ALL CURRENT CUSTOMERS of discounts for our LONG AND EXTENDED CONTRIBUTION. As paying customers its is not only satisfying but also rewarding being acknowledged by a supplier Thank you JulianHey Sean, thanks for your reply. Whilst we can do our utmost to ensure that all customers with Momentum are on the best plan available to them, it isn't always possible to change every customer automatically to the best available plan when there is a renewal or variation on their account. We will always contact our customers before any new rates take effect to give them an opportunity to review their options and choose a plan that is more suitable for their needs. The best email address to get in touch with us is; info@momentum.com.au. In the email, please include your full name, date of birth and account number and we will review your rates ASAP to get you on the best plan available. Thanks again for the feedback and we look forward to your email. - Julian

Terrible Customer Service

We moved into our property over a year ago. When we received the first bill for the property we queried a 'Summer Demand' charge, its been over a year and is still ongoing. We are constantly having to follow Momentum Energy up and get no response back. They also lied to us about sending United Energy a review, this was never done but we were told it was rejected. I would never recommend this company.

4 comments
Hi JFS21, thanks for the feedback and we’re sorry to hear you’ve had this experience. I can assure you that this is not the Momentum way and we’re eager to see what’s gone wrong in this circumstance. If you could please send us your full name, account number and date of birth as a private message or via email on info@momentum.com.au – we will look further into this issue for you ASAP. We thank you again for your feedback - this has now been passed on to our management team. Thanks. - JulianHi Julian, I've sent multiple emails to Momentum and are still waiting responses.Hey JFS21, unfortunately i'm unable to check this further without any verification info. If you would like us to follow this up for you, please send us through your details via a PM and we can look into this further for you. Otherwise you feedback has been noted with our management team. Thanks. - Julian

Sent overdue bill that's been payed, threatening to turn power off!!!

We were sent a random power bill that has already been payed and we always pay the bill on time. My partner has emailed them proof and spoken on the phone to them a few times with no result and they keep sending a bill that changes in value. They are now threatening to turn the power off if this is not paid but it's a muck Up at their end and we don't owe a cent. Is our next move getting a lawyer in and changing company or can we speak to someone who actually knows what they are doing there?! Disgusting service, we have a life and don't need stupid crap like this to waste our precious time.

1 comment
Hi Webb, thanks for the feedback and we’re sorry to hear you’ve had this experience. I can assure you that this is not the Momentum way and we’re eager to see what’s gone wrong in this circumstance. If you could please send us your full name, account number and date of birth as a private message – we will look further into this issue further ASAP. We thank you again for your feedback - this has now been passed on to our management team. Thanks. - Julian

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Questions & Answers

45 minute and still waiting to talk to a consultant. New to Momentum and just received a disconnections notice for our gas. But we never received a first bill. Had the same problem with our electricity bill. Do these you have any idea how to do your job. Very unhappy and still waiting for a consultant. Is it time to change to another company?
No answers

I have just joined back with momentum energy and have looked at my bills and I have only been charged for peak hour but my family basically doesn't stay up during peak hour times we they are all sleep during the day and awake at night time night hours so how come I've been charged for the wrong hours thanks and I never received a welcome pack??
1 answer
I think smart metres are not so smart after all!

Hi no will answer our question when we where with enrgey australia we where in credit of 2000 this happen in 2017 then when they swaped our metres we went from credit to -2000 within one quarter to the point I turned off our power and our bill was still over 2000 we just swaped to momentum and our bill is still high but the thing thats really got me the month we basically wasnt home our bill was high we use less power and the higher usage goes there is a problem with our smart metre but no one want to fix it were charged so much for peak 2 and yet its like were running 4 other house and yet all we have is tv wifi freezer fridge oven and lights compeared to when my dad shed was hooked up and running 2 freezes dryer and a hot water services can someone explain why our smart metre is basically saying wheree running our street?
2 answers
Hey, this is not the issue with retailer , distributor takes care of your meters and electrity infrastructure, you should ring your distributor and ask them to have a look at meter, if you know how to read your meter then try to monitor your usage by turning on some appliances and have an idea whether its working right or not, there are some cases where distributor installed a faulty meters after all its an electric device, you can ring them and call for service, there are some energy monitoring devices in the market try to buy one of them and see how it goes. CheersHi sammybo36, thanks for your question. Mubasher has provided some great advice for this issue. But if you would like some further assistance, we can look deeper into it for you. Email us at info@momentum.com.au or contact our Australian based call centre on 1300 662 778.

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