- Verified customer
Delay in Refund for incorrect charges
I will give them negative star if I could.
In March 2019, I was charged twice for delivery of 2 gas bottles to my home. The biggest mistake I made was allowing Origin to direct debit charged. I proceeded to make a call immediately and was informed that it was an error and the duplicate charge will be reimbursed and it could take up to 21 business days for me to receive the my money back.
I noted by late April there was no reimbursement back in my account so I called them again to follow up on the status. This time I was informed the refund ...was only processed during the week I called and I will receive the money in the next 21 working days. Ever since then, it became a MONTHLY Ritual for me to call and follow up on the status of my refund and during every call, I was informed the SAME THING. Between this intervening period, Origin goes on to charge the fees for equipment without even deducting it from the amount that was owed to me. Worst company ever I have dealt with. No interest in customer service. Having worked in different parts of the world, I have dealt with Utility companies in THIRD WORLD countries that provide far superior customer service. I am a customer of both Origin LPG and Origin Energy and now in the process of moving to another provider. Do not trust them with your money!
Origin is an energy company with quite good customer service...I feel that they could improve in some areas though...
I have been quite happy with this company most of the time.
They could improve in some areas though: -
* They need to inform their customers of their best deals to maintain more customers.
* They need to reward customer loyalty.
* Origin needs to CLEARLY inform customers when their discount plan ends to maintain their customers.
* I am disappointed that they gave me a massive fine of about $200 in Winter 2007, when my bill was stolen out of my letter box. (My bill was received late due to my bill being stolen out of my letter box). I have never paid Origin late apart from this one time when my mail was stolen.
Good Points:...* They have some good green plans. * I have found the customers service generally quite good, as well as friendly. * They were open about most of their business practices. * When you ring Origin about a matter, you normally do not have to wait that long to find a person to talk to. (The morning is normally the best time to ring them). * Bills usually arrived on time. * Bills were generally explained quite well verbally, and on paper.
No transparency, very bad customer service
Its been five months that I could not see my electricity account in app. I doubt that their customer representative didnt not set up my account correctly at all.
I paid the last five bills when I received SMS reminder and reply to pay. But when I called their customer service I found that I have been charged late payment fee for all these months. Their representative said I should not receive SMS because I didnt opt in. But the fact is I have received all these messages. And then their dear representative said you received it because you were ...
No electricity for my family due to their mistake.
Origin incorrectly charged me $3000 one quarter which was a nightmare to get fixed. Eventually it got fixed. Then I lost my job and couldnt pay my next bill which I didnt even realise I had after they stopped direct debiting for no reason, Im. After calling and offering to pay over half of the $400 bill, then the rest tomorrow to have my power turned back on they said no and I had to pay the full amount. I was in tears begging and pleading on the phone. I had to have my children come home from school soon. Finally they agreed. They then sent th...e wrong request to have it turned back on to Energex, I was waiting for hours for someone to come who wasnt even sent. Then on hold on the phone back and fourth between Energex and origin just trying to get them to do their job. Sitting in my car with my children in the aircon, phone on charge to the car. Theyve now told me cut off time is 2pm. Any reconnection after that has to be done the next day. I dont know what Im going to do.
No transparency, bad practice and customer service !!!
We moved and closed the Origin energy account, then I paid the final bill on time. Surprisingly, another updated bill was received after one month requesting me to pay an extra charge. The account was closed already, and they have charged a special meter reading fee, suppose the final bill should be based on actual reading, but they said no! It was an estimation only!!! So, why they charged a special meter reading fee??? Also, the bill was updated after one month, and we already moved out, who knows it only includes the electricity consumption of my family?
*** It is important to take a photo of your meter when you close the account. ***
*** Don't join Origin if you are not a customer yet ***
MADE AN ERROR AND NOW CHARGE ME FOR THEIR MISTAKES
I received an account for over $2000 for 3 months. After contacting " customer service" I was told I could either pay for another reading, or get an electrician to check my appliances. The customer service person said he would suggest I get an electrician though, as they rarely make a mistake. I contacted an electrician who verified that they had misread my meter. I again contacted customer service who said I have to pay the account by the due date, and if there was an error, they would then credit me for the balance. When I pointed out I would...be in credit for nearly 2 years, he just responded so what is the problem? I contacted the Ombudsman who arranged for Origin to contact me and admit there was an error. They agreed to send an updated account and would pay for the electrician. Also stated they would do a ew reading and I would not e charged. I have since received 3 different invoices for 3 different amounts rectifying this. Included is a charge for the new reading. I went to my account on the web for copies of my previous invoices, but these had been removed. Fortunately I have kept copies on my computer. When I contacted Origin the customer service person "[name removed]" just kept saying "uh Huh" repeatedly. When I requested he stop just saying this he just replied "Uh Huh" and kept on stating "Give me a moment". As I was paying for my phone call on my mobile, I requested to speak to a supervisor. To be told "give me a moment". He came back and stated no supervisor was available and I would have to wait 24 to 8 hours for a call back. As I have had previous experience of them failing to reply to my emails or for a call back, I just said "I will again contact the Ombudsman" and hung up. As a further point, when I signed up, I was told I would get a 24% discount if paid on toime and on line. I received a confirmation letter sating 20% discount. I contacted them and they said this would be rectified. I am only receiving a small discount for "pay on time". I am now just waiting for them to contact me so that I can find out how long my contract is so I can find another provider.
- Verified customer
Origin - Online portal Rock
What a great cutting edge technology to check daily electricity cost. I have to admin Origin portal offer 100% transparency to consumers. We been with Origin since 2009 and will continue. Well Done
- Verified customer
Bunch of thieves
They are a bunch of thieves masquerading as an energy company. They sent me a $500 bill after one month of signing up, I realised they never took an initial meter read (estimated it - whatever the hell that means) but only took the actual end of month meter read and decided I had used a lot of gas. When I asked them how could they estimate the initial meter read they didn't have an answer, said they will email me a reference number (which they didn't) and their dispute resolution team will get in touch with me (which never happened). A few days later, they sent me another email demanding I pay up and threatening legal action. Thugs.
Quick and simple
I used Origin energy for my investment property during the leasing process. Was quick and easy to connect and disconnect at short notice. Fast and efficient service, with friendly customer service staff.
Origin Australia... hopeless
I have been waiting for my solar and off peak hot water meter for over 3 months and everytime I call to follow up, I am put to 300 different department and have to explain my case to all of them.. i have raised the issue with 2 different team supervisors and nothing has come out of it... I'm still waiting and in the mean while my electricity bill is through the roof... the worst service and the worst communication EVER ... as soon as this is resolved, I will be moving elsewhere... don't want to deal with them anymore
Time to move to another company
I have been with Origin energy for many year for my electricity supply and pay money every week into my account so I am never in arrears. They have never had a problem reading my meter And my bills are around $400., until this quarter when they sent a letter saying they had a scheduling issue with reading the meter and they estimated my bill ( based on past usage) at $1,100. This is causing great stress to me as I live in a unit and cant get access to the meter to check this but thankfully my contract is up next month and after this I wont be staying with them.
Overcharged and Stuck due to Embedded Network
Since the building I live in switched from OC Energy to the incredibly inept company, Origin, my bills for a relatively small one bedroom apartment has tripled and I can't switched suppliers due to the embedded network system. Their customer service is appalling; rude and no assistance provided at all. They charge me for electricity I don't use - my meter reading went from 680lts for a QR to 2620lts for one month and apparently so has everyone else in my building. We are all charged the same usage of 2620lts, every single apartment charged the same! How is this allowed? Example of costing since having to use this horrible company - hot water previously for a QR - $22; with Origin for one month $65! Stay away from Origin!!!
Forcing direct debit onto customers
They are forcing there customers to change to direct debit if you wish to get any discount above 9%. As a long time customer who has never missed or been late on any payment it leaves a dirty taste in your mouth. We are not children , we can manage our own payments thanks.
Yet another customer you have lost!!
Don't believe what you see
So Origin Energy have this "wonderful" thing I can view in my account on their website and app that shows info about my current billing period including my Cost to date, average daily cost and predicted bill. All the info changes every few days. Great thing right? Wrong, so wrong. After much back and fro communication I've now found out this isn't based on current information downloaded from my smart meter. It's actually based on past bills and is in no way reflective of my current usage. Very deceptive Origin Energy. Not happy
Charge me 150dollars reconnection fee when i move into a new property.
So surprise about those amount of money been charged. Definitely going to complain on fair trade. For gas they charge me 10 dollars extra for some other things as well. Totally scam!
Mistake, followed by poor customer service has lost us
Beware of this company. After years of being a loyal and proactive paying customer Origin made an error in their invoicing to us charging us for two gas cylinders when we only ever order one at a time. After being assured by 2 seperate customer service officers everything had been rectified my wife was called last week and informed our account has been frozen. Our only saving grace is that we've been revovating our home for the past 2 months and not in need of the gas.....but once we move back in a few weeks as a result of their arrogance and lack of customer service regarding what should have been a simple issue to rectify we'll move to another supplier. A customer lost for life here.
Very poor billing practices - do not trust Origin
I had both electricity and gas bills with origin. The first issue I had was two payments I made through their website were missed by origin. I sent through copies of the payments and initially they said they would only accept transaction numbers. We pushed the point and they then accepted our bank statements as evidence. The second issue is we have now been billed for gas on an account that was closed in August. I rang them about it and they said it appeared closed. I asked what I should do with the bill and they told me to call back another day because that department was closed and he did not know what to do. It has been very hard to engage them and understand why repeated billing issues occur.
Worst company every!
I will tell all my friends and families, get away from Origin Energy because they disgusting and hopeless!
I was defaulted if two bills without any notices, and both of them I have paid already. I found out I am on the default list last Thursday because I need to get my Home Load ready for a property settlement 31st October 2019. Two defaults caused a lot of trouble for my credit. I contacted Origin asked them to remove my name out of the list, told by the recoveries department it takes 5-10 business days, seriously??? Then I asked for a forma...
The reviewer stated that an incentive was offered for this review
I have been a customer for several years and all of a sudden you no longer find it safe to deliver to my property. My scheduled delivery was canceled due to so called safety reasons at the site. I was informed via txt that I would be contacted for further explanation however after waiting several hours and fully frustrated I called you and eventually after being put on hold several times I was told the vehicle must remain in line of sight during delivery. I said what happens when the driver/installer needs to go into a backyard and cannot se...e the vehicle? I was told yes You have a point however it is up to individual drivers as to whether it is safe to deliver. I still have no gas. Thanks for nothing. Please remove the empty bottle from my property and reimburse me any due expenses.
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Questions & Answers
Ive been waiting 17days for final account to be issued they're credited back all my payments and shows I owe money from Nov 2018 I am chatting to them online each day asking whens Ill it be finalised and am being told there is a technical issue/glitch and they don't have a time frame - I just want this sorted and done as Im over stressing and waiting for the new account to be issued. Ive been with origin for years and of late theyve really disappointing to deal with I just want our final bill issued.
Hi Chonitom, we're sorry to hear that you're still waiting on your final bill. So that we can get this out to you once and for all, can you please email us your Product Review to firstname.lastname@example.org, along with your account details? Thanks - Jen.
I will tell all my friends and families, get away from Origin Energy because they disgusting and hopeless!
I was defaulted if two bills without any notices, and both of them I have paid already. I found out I am on the default list last Thursday because I need to get my Home Load ready for a property settlement 31st October 2019. Two defaults caused a lot of trouble for my credit. I contacted Origin asked them to remove my name out of the list, told by the recoveries department it takes 5-10 business days, seriously??? Then I asked for a formal letter declaring that I have paid all bills, told it takes 5 business to issue the letter, and the department who issue the letter do not have a phone number, Seriously?! What a joke that a department who is handling such an important thing do not have a contact number??? I explained how urgent my situation is and requested the letter next Monday, still told it takes 5 business days, cold, irresponsible, helpless.
I was spending hours on the phone with Origin, every time I have to wait at least 30mins to get transferred to the right department!!
Worst customer service ever!!!
If I have to delay my settlement because of Origin did not issue the formal letter before next Tuesday, I will raise a legal action against Origin for any outstanding fees. And this is all because of Origin faults.
Happy to provide my account number, so maybe you can actually do something for me? 200030906891, 200025110384, my email: [email removed]
We understand the urgency of this matter and how important it is to get the problem solved before the settlement date. We've responded to your review and will be waiting for your email. Please don't provide your personal details here as it's available for public to see. Thanks - Anju.
I would like to know how the predicted bill on my internet dashboard works. I have a smart meter so it changes every couple of days. Last quarter it was showing a predicted bill of around $186 the whole time, which would be inline with past bills as I have 24 Solar panels. Then on the last day it jumped to nearly $600!!. The final bill was $570 after discounts and solar feed in credits. I queried with Origin but they assure me it's correct. I am gobsmacked as this quarter we had one less person in the house and no washing machine. This bill showed usage of over 130% more than we have ever used in the years I've been with Origin.
Hi Jed, the predicted bill is calculated from the usage data that we receive through from your meter (plus supply charge). That is quite a sudden jump, and something that we'd like to look into a little more for you to see why this occurred. If you could send us an email through to email@example.com (with reference to this message), and we'll dissect the usage data to find out why and how this happened. Thanks - Kirk.
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