Extremely poor customer service
Still waiting to hear back from the Q Energy customer service team to finalise our solar connection, followed their process, no follow up. They haven't responded to emails or phone messages
Worst customer service
Tried to talk to a representative of QEnergy but ended up talking to their call centre in the Phillipines.. after the first person not knowing anything at all about power supply I thought I had a trainee so I rang again and talked to another - this guy was worse !!! .. The only thing he knew was to say send an email - I asked how can I talk to someone in Aistralia & this seemed like a totally foreign concept .. I’m moving all my accounts to a company that I can talk to (in English)
I found an offer on the Victorian Government energy compare website which was very competitive.
After several attempts to contact them, starting with ringing the call centre,and using web chat,
my experience was awful. Call centre staff could not speak proper English, were extremely unprofessional, and had no knowledge whatsoever of their products.
After web chat, I found this offer was misleading to say the least.
Don't go there!
Have contacted my current provider to stop the transfer. I have tried to contact qenergy via email & telephone. Today I finally spoke to someone and there was no record of my sign up on their system, even though I gave the customer number. They found no record of d.O.B. Mobile or the customer number which I repeated 4 times.
Useless company. Stay away. No customer service at all.
Can't even sign up!
Have been trying over the last week to sign up to the new MiniMe plan and the online portal was throwing up an error with my address. I tried calling the customer service and they stated the sales team were busy and would call back but it would be better if I engaged with the chat function online. I proceeded to do this and was told by agent on chat that he couldnt fix my issue so he would get a supervisor to call within three working days. On the third working day, I re-engaged with chat after not getting a call and that person (same as I had ...spoken to before) asked me to retry online, which again did not work. His solution was to try again in three days online (hardly a solution!). I asked to speak to his supervisor who stated that the online portal is down and there is no way to manually register new customers and their solution was the same as the other attendant... try again in 2-3 days. How this is a solution I have no idea.. I dread to think what their service is like when they have you as a customer given I cant even get to that point.....
Again in front with our instalment payments
Again q energy is gonna take all our instalment payments as there is an error in there billing system this only ever happens every time we get in front with our payments It doesn’t make sense ,i will be switching back to ergon energy 3 times now with q energy is enough stay clear of this company now q energy saying we will get multiple bills such a scamming company
Qenergy - the Covid Rorter.
There are two components your electricity bill - 'cents per kilowatt' and 'service charge per day'. In 2019, it was 20.599 cents per kilowatt and $0.83 service charge per day. On the last bill (21/09/2020), it rocketed to 25.5827 cents per kilowatt and $1.04 service charge per day. That's a 20 - 25% increase in less than 12 months. I'm now changing to another supplier that has electricity at the old rates.
excellent help from Dory..thank you
I was struggling to understand my latest bill, thought it had gone up 10%, but Dory simply explained they incorporated the 10% GST on the rate., rather than at the end of the bill.. derr...so no change thank you!
- Verified customer
Excellent and knowledgeable customer service.
Really impressed by this company. Mainly contacted them via their chat service and all employees I've dealt with have been fantastic. We were with them for a few years and they quickly and efficiently dealt with issues such as changing Controlled Load and installing smart meter. I unfortunately had to transfer to a different company after installing solar panels because their solar tariff is very low. Am now with AGL and QEnergy service is head and shoulders above that company. If they raised their solar tariff I would move back without hesitation. Highly recommended.
Very poor service.
I have domestic power with solar. 2 days to issue a bill post meter read but 3 weeks to partially correct an error they made. Interestingly both original error and remaining error in their favour. No one is interested in solving the problem quickly. They owe me a significant refund and the delays and accounting errors seem suspicious.
Company has a Brisbane address but all dealings are through an offshore call centre where workers address problems by sending emails to other workers.
Would not recommend.
disappointed after being long time customer
We have had accounts in multiple states with QEnergy for 6 years. So far no issues until recently. With one of our VIC ones they internally changed us from fixed rate to variable rate (without notifying us) and then a price hike began. Even though we had an agreement for 32.23 c/kWh (I know, expensive area) they charged us 54.2443 c/kWh for Step 1 and 67.64.01 c/kWh for Step 2 (which is +35% more than the VIC Default Offer price!) When I rang them up, I was explained that after they sent out the agreement, there was a price increase ... and the...n I asked how come the other agreements are all ok, and the price is adhered to, they come up with all sorts of explanations. My tip: always check your electricity bills and compare with your contract and act immediately.
Be careful when leaving
Used QEnergy for 4 years, however as their prices crept up and there were better deals out there I switched. Unpleasant leaving experience highlighted by their decision to remove my direct-debit *before* settling my final bill. The first I heard about this was receiving a 'referred to external collection service notice". Unnecessarily nasty and unpleasant way to end a trading relationship. Couldn’t recommend and wouldn’t go back.
EDIT : The response below simply highlights the ingrained unhelpfuness which exists in this utterly broken and mism...anaged organisation Creating a problem by cancelling an active direct debit and then stating I don't have an active account (whilst still supplying me electricity and acruing usage charges) simply makes no sense whatsoever. Although QEnergy was once good value, Government comparison websites will confirm there is now little-to-no reason to have to deal with this redundant and irrelevant supplier.
Terrible Service Provider
Would not recommend this energy company as they are completely unreliable. I was charged $600 for my energy bill even though there was no one living in the apartment for the first month of the quarter. The next bill we got was $200. When we called up to ask them why there was such a huge discrepancy they tried to blame it on us but we hadn't changed our energy consumption at all. Very very disappointing with this service. Avoid at all costs.
Overbilling is regular and hard to check.
Signed up with QEnergy for gas and electricity after comparing costs with all companies.
I knew I would be away from my unit often [travel for work] so signed up with them for cheapest rates per kw.
Really regret it
Charged for high usage when the property was unoccupied repeatedly.
Told me this can happen with electrical faults at the property, and they just bill by the energy reading Energex gives them
Energex couldn't confirm the high readings though, and I got threatening letters of debt collectors when I inquired further. Also may have been problem with supply: when I returned to property fridge contents had gone off but fridge power was left on. ...Property manager assures me there are no electricity faults at property. Am inclined to believe him, as had not trouble when I am there and he does other repairs promptly Will report to regulator but encourage others to double check bills, try a different company.
Poor Service - Stay Away
We used this company for our business.
Has been nothing but difficult.
Pricing is not competitive.
Bills are late and then you are bombarded with requests for money and a thousand calls.
When billing issues are raised , they get defensive and never provide a solution.
Upon closing the account, they don't do it in a timely manner and then blame Ausgrid whilst still charging usage charges. Continually threaten collections and aggressive phone harassment.
Customer service is poor when trying to settle and resolve account.
Stay away - there are better providers - with local based operators as opposed to what this company provides.
- Verified customer
Dishonest. Increased price twice by over 30% within 2 months.
After being with QEnergy for some time, they have jacked price up twice within 2 months by way over 30%. Wich made them the most expensive on the market.
Plus every time they have done price change is in the middle of the billing period, so even if you change the provider, you have to pay higher rate for the last quarter.
There are better deals around and better customer service from other provider
I am really offended by this company, they sent a letter on 31 December 2019 to specify they want to increase my electricity cost and had the nerve to claim they are "competitive" in pricing. What a letter to welcome your customer in 2020! Within a few minutes I found companies with better deal, and have since made the switch.
I have been also very unhappy with the billing practices by this company, a lot of things are really not very clear on the bill to me and there had been quite a few exchanges in relation to this as well. Also, when a cus...tomer is entitled to a refund, it should be indicated clearly on the invoice that the customer is not required to pay. I am also unhappy that they would adjust the "smooth pay" as soon as you are slightly over, but took them ages to adjust the "smooth pay" when you are consistently under. They also do not refund over payment until much later. Here is the thing, they demand you pay within a week of issuing invoice, but they can take as much time as they like to refund you. I am glad I made the switch. Cannot recommend this company to anyone.
Questions & Answers
My daughter has recently passed away and we have only now discovered she is with Qenergy. Please contact me regarding the cancellation of her account. I am her mother and next of kin. We have a Death Certificate. We have cleared the unit and handed back the keys, but I think we should get the electricity shut off. Thanking you Jeanette Mole.
We are truly sorry for your loss. Please feel free to let us know how we can be of assistance. We may need you to contact us and provide the account reference number so we can assist you immediately. You may email us at firstname.lastname@example.org or via live chat at www.qenergy.com.au. Alternatively, call us on 1300 698992.
How can I switch to your company?
Hi Ann, you may call us at 1300 QEnergy or visit our website qenergy.com.au to see our latest offers.
-Your QEnergy Team
why would you want to switch to them.... I only owed them $700/ and was disconnected. Yes, I fell back with my payments, but I have a good reason " I had no money ". and now.... no electricity. I called them and was told that if I can pay half at the time of call they can put in the request for re connection which will take any time between 24 - 48hrs and the full balance must be paid the next day. Since i was still struggling financially I asked if I pay the requested half now can the balance please be made $100 a week (next 3 weeks) to which she said, I will have to put you through to the supervisor. When the supervisor came on she just rudely said, as they have been patient for the last few months I have only ONE option and that is to pay the full amount to get re connection done.
Even though I explained that the lady before offered to take only half to get reconnection she insisted that I now have to pay pretty much the full amount. got nowhere with my begging and she just said " ïf you dont want to pay then i am just going to end the call" - and so she did. By the way almost 5 yrs of service and i have never let bills get to this. this is loyalty.
There is NO care anymore.. its all about the money.
anyway, guess other retailers must be same. but i doubt they will disconnect for just $700 (that actually included the bill due end of this month too)
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