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Very Bad payment service
I have paid the bill for $70.34 on 7th Oct for my electricity account. But still the payment is missing from your side. I have provided the proof of payment. Still no one is able to locate the payment. This is pathetic service.
Electricity account number: [Number Removed]
Much more expensive than other providers
Simply energy has turned out to be much more expensive than other electricity providers and very, very difficult to deal with over the phone. Phone staff simply read the same scripts over and over and do not answer questions. They will ignore requests to speak to someone that can actually have a conversation rather than just keep repeating the same scripts. They will treat you like a complete idiot without two brain cells to rub together and overcharge you for the privilege. Do not use this company. There are better retailers with lower prices and better customer service. My bills went down by a third to a half when I switched away from them.
Useless help from simply energy
My bill for electricity with Simply energy in my 2 bedroom apartment has suddenly increased from $136 for 3 months to $495 for 3 months. I have called their 1800 number and their query number and all calls go overseas. When I query it they say "consumption". I told them I only have a fridge TV oven lights and computer and nothing here to cause such a high bill! Not happy and no reasonable response from them.
Worst energy provider I have ever had
I was a customer for a couple of years, paid all my bills before due date, then the bills started to compound month after month. Call centre staff in Philipines could parrot back figures they saw on the screen but that is all, no technical support for what was clearly a fault in their billing system. Resolved after much stress and intervention by the energy Ombudsman. I would not sign up with this provider again in a pink fit.
THE WORST CUSTOMER SERVICE
I am supposed to move into a new place this month-end and initially through move me in, I had selected Simply Energy but after all the suggestions and reading online reviews, I decided to change my mind the next day and contacted Simply energy to cancel my request. Believe me, it's been 5 days now, and I am calling them first thing in the morning for the cancellation and they have been just dragging that, even after letting them know that I am not interested in any deals and I just want to cancel because until it's not cancelled, the new suppli...er cannot start the process. Every time that I call Simply Energy, I have to be on call for 45 mins and at times the line just cuts off from their end and I have to do the entire process again. It is time-consuming and frustrating at the same time. One lady from their customer care employers called Sandy even insulted and taunted me because I no more wanted to continue with simply energy THE WORST CUSTOMER SERVICE.
Zero stars - #Ombudsman and #Consumer Affairs
Zero stars here. CEO needs to step in or maybe resign and make way for improvement. I am not sure how this company exists. Our bill came in very high due to a leak and they're trying to tell us that it is right and payable when it clearly isn't as AusNet repaired the meter due to a fault/leak. Shannon Hyde is not contactable and there is no direct line to him or his email address. The care team is absolutely useless and they don't look out for the interests of their customers. I personally will be contacting the Ombudsman and asking consumer af...fairs to have these people on a blacklist. Where is the consumer protection here I ask myself. Total scum and never sign up with these fools. I am taking my business elsewhere and these people do not deserve a cent more.
Terrible!!!!! Absolutely useless customer service workers who lie!!!
After receiving my latest gas bill with a letter enclosed stating I need to call immediately as they had been unable to access my meter for three reads (it’s behind a locked gate) I called and arranged a day. I worked from home, no one came. I called and was advised someone will come the next day between 10am and 1pm. I called at 2:30pm and was advised someone will be there in 30 minutes, no one came. The next day a guy came to do the reading and told me this was the regular day scheduled no order for a read had ever been placed! Now my reading...has been done they refuse to show me what it is! I have been told “oh you owe more” and said that’s fine send me a bill. No bill has been sent. I have now called 6 times and emailed about the same with a refusal to show my usage from the reading just told “it’s in line.” I will continue to fight them with the support of the utility ombudsman but am also changing to a new provider.
Smart meter upgrade
Earlier this year Simply Energy upgraded my old electricity meter to a smart meter. My house has had Solar panels since 2009 and my bills with Simply Energy historically showed the solar feed in tariff rebates.
The install of the new meter has been disastrous! Simply Energy outsource this to a company called Intellihub. When they placed the work order for the new smart meter they did not include it to be configured for solar. As smart meters are read remotely, although the new meter physically shows solar input is received, this data is not t...ransmitted to billing’s. Intellihub and SA Power have confirmed what the problem is and how Simply Energy can easily fix. However this issue is beyond the comprehension of the general customer consultant knowledge and I have been continually denied to speak with a supervisor and/or manager. Absolutely ridiculous the many hours spent on this. After all it was Simply Energy’s mistake and attention to detail. The new meter just simply needs to be reconfigured which is done remotely. Easier said than done with this company. Ombudsman is the next point of call ....
Can’t be trusted
After receiving a $3100 power bill for a quarter for a 10 square house with 2 adults and a baby and a wood fire heater, naturally we called up to check that this was correct. After a lengthy investigation we where told it was correct(after the due date for the bill) we where assured by the customer service person that if we paid that day we would not miss out on the pay on time discount which would reduce the bill by $1200. Today we received our final bill after 4 years of being ripped off and we are being charged the discount amount we where told we didn’t have to pay!! Would not recommend them to anyone!!!
ZERO (-Ve) rating for Simply Enery
Applied for a porting to Simply energy from another retailer.
They couldn't complete the process, even after 3 months.
When asked about a tenative date of porting, they say, they cant say even the porting date.
As per the last phone call with one o their agents, they were supposed to call me back within 1-5 business days. But none called me.
A BIG NEGATIVE RATING.
Poor customer service, false claims and clueless staff
I'm done with Simply Energy! Anyone reading these reviews can see how many people have been stung and I am now one of them.
My issues started with a simply change or address. The initial connection time I was told (during business hours) did not happen and when I rang them twice to resolve the problem, each time I was told a different time by their staff. Because of the delays getting the power turned on, I had my young family scared waiting in the dark at our new house for the power to come on. If I was told by their staff there may be delays ...
Long time customer, decided to get solar panels in June and agreed to stay with them and still waiting for them to connect a smart meter, 4 months later and still hasn’t been done after numerous calls. Would recommend to stay as far away as you can!
- Verified customer
After 3 weeks, electricity was still not connected, yet they charged fee for providing nothing!
3 weeks after application, there is still no electricity and gas connected! Yet I was charged with supply fee by them. I pointed out that there is no electricity nor gas connected, but they cut the fee off my debit card anyway! I swapped to another provider who gave me connection within 24 hour.
.incorrect charges!!!..Owes me money.
Shocking service. Multiple emails to try and get money back due to app showing account overdue! Late fees where being charged. I actually had paid account and accidentally paid again due payment not being applied to account.
So many emails and now they just ignore as they owe me $272. I am not paying them for an outstanding amount when they owe me. I should try and charge the huge late fees they do!!!
They finally found my original payment and now they cant find thr one I paid incorrectly when had shown bank details so many times..
What a joke!
I just moved into a new rental property. I dont have the best credit history due to a DV relationship of 7 years that destroyed it. Anyway moving on.. i thought I had signed up successfully and was awaiting my welcome pack... nope apparently I was declined but didn't find out until I looked in the post today. Now I have to deal with the fact that my utilities weren't connected 2 weeks ago like I had thought. They didn't contact me or let me know. THANKS
Simply took my electricity bill out twice and then stated that I couldn't ask for a refund on my account for 10 days. I would then have to file a refund request, wait for that to process (2-3 days) and then wait a further 2-3 days for it to return to my account. This is after they tried to convince me to just have it as a credit on my account for my next bill. As a mistake that I didn't have any part in to begin with, I am furious that this is the best they could do. I am a student with plenty of bills and need MY money back to get all those sorted (I am now late on other 'life' payments). Will be switching companies for both gas and electricity ASAP.
avoid Simple engery at all costs
I wish I had read these reviews before switching to this company. They promise at lot and deliver very little.my experience was they overcharged me $122.66 on my account when i queried they saif I hadnt paid by the due date, which i proved to them was wrong. So they creditted my account. I asked for a refund. 2 weeks later no refund. I call again...the operator says my refund didnt work??? anyway still no refund.
i'm so annoyed im moving gas to AGL. these people are dreadful to deal with.
They keep taking my money but never resolve anything
paid THREE TIMES for this month for my electricity bill but it is not coming thru my account. I already send them an email but so far no necessary action was made. They keep asking for my details over and over again. I am so frustrated
Charged me 4th time more than my previous retailer
Please guys don’t go with simplyenergy as it charged me 4th time more than my previous retailer .please check carefully before you switch with simply energy, well as they never pay me back for my solar system
Questions & Answers
How can I get in touch with a manager or someone with real power? My bill was due on the 5th of august. I paid it on the 31st of July, accidentally twice. Ive now recieved an email that I'm over due. Yet I've called 6 times, sent emails, and no one can find my payment and no one will give me a refund. I spoke to someone on chat and he said he will write its been paid yet ive recieved an overdue bill. 6 phone calls and no one can locate my payment.
Hi kirby, thanks for letting us know. I'd like to have a case manager look into this further and ensure it's sorted. Please send us a message on Facebook with your account number and phone number here: http://bit.ly/2Uog8fB. Thanks, Tyler.
I am having the exact same problem too! I have paid twice on my electricity account and I have paid my gas bill too and they can't locate my payment. I am trying to resolve this matter now but this is really concerning why this has happened. The money is deducted from my bank account 2 weeks ago and still no payment applied to my bills. I used the app to make the payment which I now really regret because I now wonder how secure is it?
Took them 20 days to locate my payment. I did question how to pay next time. I was told the app should work next time. But I will not take the risk again. I personally will be using bpay as that way the bank can stop the transaction apparently. Make sure you call them so they look for it as you will recieve overdue bills!
Do real employees actually read and pay attention to the terrible reviews you are receiving? When is the app going to be fixed? 'Planned maintenance' does not take this long, I'd say 3 to 4 months ive been trying to get into my account. I've seen houses get built quicker than this. Can you please answer if you are fixing the app so people can actually log into their accounts or not? And don't ask for my details im not giving them.
Hi Raymond, thanks for your enquiry. We're aware of an issue impacting the app showing an 'under maintenance' and are working on a fix as a matter of priority. Thanks, Tyler
Why did they change the app? The previous one was so user friendly and basic. I used to be able to go in at a glance and see what was due, what date it was due, what was owing, what was in credit now I can’t find any of that.
Hi there, thank you for your feedback. We're always looking for ways to improve. If you have more than one account linked to your user profile, you can toggle between accounts by visiting the Account Information screen in My Account module. You can select the account for which you want to view the information. If you need further assistance, please send us a message with your review and account details here: http://bit.ly/2Uog8fB. Thanks, Tyler.
‘My account’ gives me basic info of account numbers and personal details only and tells me accounts are active. I can only view my gas account as the bill is new and still current and I cannot access any electricity usage or see if anything still owing or in credit. Sorry but it is just a terrible App update!
Hi there, once you're in the 'My Account' section, click to go to the 'Account Infomation' section where you can toggle between each account. Please pass over a message with your account details so we can assist further: http://bit.ly/2Uog8fB. Thanks, Tyler.
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