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.
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.
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
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
$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
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!!
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
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.
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.
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!
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.
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!!!
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.
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.
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.
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
Bloody Angry Woman
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.
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.
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.
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.
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