ENGIE Questions & Answers

They suggest to call but I suggest to do both, call and in writing. You can see why they have 1.3 star review

Hi there, if you're moving home and need to both disconnect and reconnect at the new home you can quickly complete this online here: external link  If you need to disconnect only, please call our team on 13 88 08 (8am-7pm AEST Monday to Friday) we can help process your request. Keep in mind we'll need 3 clear business days notice to finalise the account for the preferred date. Thanks, Tyler.

Be careful and record your conversation as Simply Energy have a pattern of disconnecting early ! I would wait until you are well and truly moved out before calling them as they do not understand english and will mess it up. They left a blind lady with no power for 10 days and were fined 5000 dollars by the energy watchdog. They just don't care

Hi Richard, we use Adobe Acrobat for rendering of PDF bills. If you'd like to send a message onn our Facebook page with your account and screenshot of what you're seeing we can check into this. external link  Thanks, Tyler.

Hi there, thanks for getting in touch. Your rates will vary depending on the type of electricity tariff that is assigned to your meter. It's likely that the Energy fact sheet downloaded online is for a different electricity tariff type. I'd be happy to check into this further and have sent you a message to gather more details. Alternatively, you can send us a PM on our Facebook page here: external link . Thanks, Tyler.

Hi Tyler, I have been with Simply Energy for many years. I only wanted to change from one plan to another. You would know which tariff is assigned to our smart meter. The energy fact sheet was for one type of tariff - no mention of another.

I was always on a peak rate (same all day) and that's what the quote on Simply Energy-VIC-Simply Energy Solar elec is

Thanks for confirming and for your loyalty with us, I've responded over to your message now to sort this. Thanks, Tyler.

I have just found out about the additional "Ancillary Fee" as well when my welcome pack arrived. I confirmed the charges 3 times during my intitial phone conversation and this was never mentioned once. Increases the total rate from 23 cents to 40 cents per khw. Dishonest and deceptive.

Hi Neb-Maat-Re, I'd be happy to assist clarify this. In general terms, your electricity charges and rates are based on what electricity tariff you have. An ancillary or controlled load tariff is usually when a fixed appliances such as an electric hot water system or slab/ underfloor heating is charged a separate rate and often they have their own meter. You can find out about the most common tariffs here: external link . So we can further assist, please send a message on our Facebook page here: external link .

It's a shame none of your documentation says anything about this - the documentation places this as the 2nd of 3 charges and above the peak rate making it appear a standard charge.

My case was resolved a few weeks ago.

Simply Energy don’t resolve issues they just close the cases just like case worker Hiba who closed my cases without resolving them, then they call you to pressure you into being put through to their sales team.

Hi Richard, I've replied over on your other post. For further assistance, please send us a message on our profile or reach us on our Facebook page here: external link , Thanks Tyler.

Sorry can't answer that. I no longer have anything to do with them and don't have copies of previous bills

Hi there, thanks for getting in touch. You can see how much energy you use compared to other households in your area in the Electricity Usage Benchmarks on page 2 of your bill. These are a great way to keep an eye on what you’re using (and spending) compared to others in your area. If you need further assistance with your bill, just reach out on our Facebook page here: m.me/simplyenergy Thanks, Tyler.

Hi I want to disconnect my electrical service from Simple energy. Where do I get application form and vec form

Hi Gan, thanks for getting in touch. You can find info on the process, paperwork downloads and learn more about the difference between disconnection of supply and permanent meter abolishment on our website here: external link . Feel free to chat with us online or reach out on our Facebook page if you need any further assistance. Thanks, Tyler.

Hi bodo, thanks for your enquiry. Our energy plans each have varying discount amounts and changing to a new plan will replace your existing plan. You can enter your postcode to compare or change energy plans here: external link . If you still need assistance, feel free to send a message on our Facebook page: external link . Thanks, Tyler.

Hi there, thanks for getting in touch. Your rates would be updated to reflect your new tariff, we'd be happy to check if the tariff is available and confirm the new rates, just send us a message with your account details on our Facebook page: external link . Thanks, Tyler.

Hi Baz, thanks for getting in touch. Are you moving home? If so and you don't need us to supply a new address our relocations team can assist by calling us on 13 88 08. Feel free to send us a message on Facebook if you have any other questions: external link . Thanks, Tyler.

Don't make the same mistake I did!! I don't have shower for 3 days now. Going to friend's house for a shower...

Thanks, I've gone with Lumo instead. Hope you get your issues sorted

I have just been through the Victorian State Governments Compare Energy process and have printed off all the detail. The best savings results for me was SE too. I was about to switch both Gas and Electricity to SE based on these results. I am so glad I decided to do a review on SE. I will just stay with my present provider even though they maybe a lil dearer. Thank you all for your posts.

Well done you dodged the bullet

Hi Debra, we're here to help, just send us a message with your enquiry here: external link . You can also view our plans here: external link . Thanks, Tyler.

Hi Debra, we'd be happy to help, just send us a message with your enquiry here: external link . You can also view our plans here: external link . Thanks, Tyler.

Hi Debra, we're here to help, just send us a message with your enquiry here: external link . You can also view our plans here: external link . Thanks, Tyler.

Haha they will never give the their real rates they hide them

Hi Richard, all our current rates can easily be viewed on our website. Enter your postcode and choose 'About electricity rates' under the preferred energy plan. external link  Thanks, Tyler.

Hi Chris, thanks for letting us know. If you're still experiencing this issue, please flick over a message on Facebook with your account details, so we can get our tech heads onto it: external link . Thanks, Tyler.

Hi John, thanks for reaching out. If the energy retailer you signed up with doesn’t successfully transfer you, the retailer that last billed your property will start to send out letters addressed ’to the occupant’. It’s important to open these letters and get in touch with us and your preferred retailer so that it can work on getting the billing rights to your meter. So I can assist, could you send over a message with the account details in the letter here: external link . Thanks, Tyler.

Why do you send threatening letters to homes that you will soon disconnect them when you don’t even supply electricity ? Very poor marketing strategy. Dies the Ombudsman know about this strategy yet?

Hi John, the letter is to importantly inform you that we are supplying electricity as your preferred retailer hasn't successfully taken over the site. I'd like the opportunity to assist, could you send over a message on our Facebook page with the account details in the letter here: external link . Thanks, Tyler.

It’s a scam isn’t it?

The unsolicited letter threatening to disconnect electricity unless the occupier gives details is a marketing tool isn’t it? A poor one at that methinks. Does anyone else agree?

Hi John, I can confirm that this is an important legitimate letter regarding your energy supply and not marketing material. For further assistance, please send a message on our Facebook page with the account details in the letter via the following link here: external link . Thanks, Tyler.

Hi Donna, I'm sorry for your loss and that you haven't heard back just yet. You should receive a confirmation email with a case reference number and another email containing a link to view any updates. So I can further assist today, can you please send over a message with the case reference number here: http://m.me/simplyenergy. Thanks, Tyler.

I didn't receive a confirmation email so I'm unable to give you a case reference number. And before you ask, I am 100% sure that I submitted the form correctly.

Thanks for confirming, so I can look into this please send us a private message with more details on the refund and any account details here: http://m.me/simplyenergy. Thanks, Tyler.

When I click on the link my computer gives me a message stating that it can't reach the page. Please give me an email address that I can send a copy of what I sent on the 10th May.

Thank you for providing me with a new link. I've just sent a message through.

I sent the information via messenger that you requested on May 21st and was told "We'll review this and come back to you early next week with the next steps, so we can get the refund sorted." It is now May 28th and I have not received any correspondence from yourselves

Hi there, thanks for your patience. We've left you over a message with some more information as we were unable to get through over the phone and look forward to chatting there. Thanks, Tyler.

I had asked for correspondence to be in writing. I didn't ask for a phone call.

Classic by Simply Energy who don’t listen to their customers as they prefer to bully their customers

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: external link . 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!

Hi Adele and Kirby, I'm just dropping by to let you know that we're investigating the app further. If you're still experiencing this, we're here to assist. Please send over a message with your account number and phone number here: external link . Thanks, Tyler.

I am having the same problem. I paid 3 times already but they said its not coming in my account. .y bank charged me already and i have given proof of my transaction but still not resloved

I paid my agreed amount using their calculated amount. Got sent an email saying they were taking out whole bill amount on due date. When I spoke to them, they said that they would have to cancel the fixed arrangements redo and couldn’t guarantee same prices. And then said we would still have to pay the bill amount. That was strike 3 for us.

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

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: external link . 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: external link . Thanks, Tyler.

This ‘new app” is useless. Previously I could see my usage in 15 min intervals. Now it’s so tiny it’s unreadable.

Hi Peter, sorry you didn't receive the original bill to be given an opportunity to make payment. I'd like to look into this further and make sure it's sorted, could you please pass over a message with your account details here: external link . Thanks, Tyler.

Hi Raymond, thanks for getting in touch. We're aware of an issue impacting some customers trying to access MyAccount showing a 'maintenance message' and are working on a fix ASAP. Could you please pass over a message with your account details so we can keep you updated: external link . Thanks, Tyler.

Hi Anonymous762, great question! You can enjoy the freedom of no lock-in contracts and no exit fees with our current energy plans. You might also be eligible for an extra discount or reward if you're a member of our partners. Compare online here: external link . We're a message away if you need us: external link . Thanks, Tyler.