I have a direct payment plan from my checking account. Unfortunately, there were insufficient funds in the account for my most recent payment. I immediately rectified this and the Sumo representative was understanding and courteously resubmitted the account for payment.
Fantastic on all fronts!
We have sumo electricity. The set up process was difficult when we changed addresses because, as we found out, sp ausnet used the wrong street name for this address. Sumos customer service team worked expertly to get it sorted in short order. We have been with sumo for about a year and a half at two addresses and couldn't be more pleased!
customer service credit transferred to offset gas bill payment
Get all my request done exactly I wanted and sent me a confirmation email instantly. Call attended in reasonable time frame. Excellent customer service, will definitely recommend others to join sumo
- NBN 25
- Verified customer
Stay away from SUMO, I would give 0 stars
I got a notification on email for internet activation but it is not working and its already been 10 days. Their customer care tech support is from 8.30 to 8.30 pm but after 5.30 I called , and it is showing you have reached us outside business hours. In last 10 days, I have sent 6 to 7 emails, called more than 15 times. I have been promised 4 times I will get a call back at 6 pm for troubleshooting once I will reach home but noone ever called. After 10 days today i decided to go to work late, and i was on hold for 35 minutes. Then finally on...e person called back and Said, I must have chosen wrong option thats why i am not able to reach customer care after 5.30 pm. And on top of that he told me my internet usgae is 5 to 10 GB, per day, what the hell !! I am even not ableto connect yet !! Then he said your address is not what you have told, i said my electricity is with SUMO as well and invoice is showing correct results, and I have send invoice with correct address , guess what? Again they have stopped replying !!! Someone else was using interneton my name which is a big security threat but it's a joke for SUMO. Last option, i have left now is to go for customer complaint !! STAY AWAY FROM BUNCH OF CROOKS !!
I was confused on how much I had to pay. Archy was a great support and was able to talk me through it. I will not hesitate to call service was fast and efficient.
Having been a customer for the last 2 years with Sumo, using both gas and electricity, I recently moved out of my property in June, and advised Sumo of this, they advised me I would get a final bill....to my absolute disgust, they sent me a final bill totaling just shy of $700.00! I then called them to complain advising that how can this be the case?! Keeping in mind I also live on my own..They gave me no definite answer...I agreed to pay through gritted teeth, as I just wanted this dealt with and to get away from sumo to another provider that...does not rip you off. To my astonishment, I get a call today s(5 months on) saying I owed them further funds, in which case I literally laughed at them. I have always payed my bills on time and have records to prove this. You will not be getting another $ from me Sumo. Poor service, ridiculously over priced... do not go with these guys! There are better provider elsewhere that offer you the same service and heaps cheaper...I'm with one now!
After a lot of struggle my problem got solved
I had problems with invoicing which I didn't manage to get solved for a long time. Finally I was put in contact with a Customer Resolution Specialist who was nice and patient and finally manage to sort out my bills.
Great customer service!
I rang customer service today, operator was extremely helpful, polite and respectful. Solved my issue and offered better rates. Very knowledgeable operator who knew what she was doing to solve my issue.
Top Quality Customer Service
I rang SUMO to ask why I had not received my power bill and to pay my outstanding account. The lady on the phone for SUMO was polite, cooperative and explained why my account had not arrived in my e-mail box. She then informed me that I had over-paid my gas bill and that the left over funds from this account would cover my electricity bill. With my permission she transferred the funds from one account to another and did so quickly and effectively. She really cared and provided an excellent service. Well done SUMO for driving a culture that cares. I am recommending your company to all of my friends and extended family.
We had an issue with our account where a payment made hadnt gone through, and we didnt know until after the cutoff date. Robert in Customer Service sorted my query with our electricity bill effortlessly, and most importantly, painlessly! Thank you!
Reliable service, no dropouts excellent sevice from staff at all times very obliging and helpfull happy and friendly i get calls all the time to change providers but I always say im not interested in talking to them about it as am happy with sumo so great job staff at sumo
Query re bill
Concerned that I did not pay November account on time (6 days late) and was charged the full amount which I paid on Saturday. Spoke to Josh who transferred my payment to the December bill. I requested that I do direct debit so it is not overlooked again. Quick and satisfactory response to my concerns.
Okay service, okay support, disorganised customer management
Sumo as an ISP is okay, we've come very close to swapping to another company before, but ultimately never made the switch as they've never done anything annoying enough to warrant the effort of swapping.
Ultimately we live 600 meters from our closest Internet exchange, so realistically *we should* get very fast speeds and very little issues with our Internet. So, to no surprise, we do... We maybe get a drop out once every couple months, and it usually only lasts a minute or so. No complaints there.
On occasion Sumo have accidently mucked up o...ur client record and billed us for an incorrect amount or at the incorrect time. There was even an instance where they weren't going to send us a bill, which may have ended up with us having to pay a late payment fine. My experience with their customer support is that they have standard wait times, and they're friendly enough over the phone. The main problem seems to be that they're disorganised. (as stated earlier, their client management is pretty bad) As for internet speeds, as mentioned, being 600 meters from the exchange I would expect good speeds regardless of ISP... As such, I tested my speeds while writing this review and got the following results:
All power has been reliable. Cheap plans and fantastic swift service. So happy to have chosen Sumo they really leave the other companies for dead. And its great as there is no language barrier. Just happy and helpful ppl each time I call
Great Electricty Company
I did a lot of research for a good Aussie owned electricity company. Comparable to Red Energy whom are Aussie owned but gave a better deal at the time. Great to speak with sales and tech assists all in Australia and with great attitudes. Very happy with service! Thanks Sumo :)
Quickly answered and straight to solve what I wanted to know. Lovely friendly helpful service. Felt listened to and person was very clear and easy to understand. Thank you for the great service
Checked bill, payments and paid difference
See above. Well explained and pleasant manner. Understood clearly.Rang to query my billl as am fairly new to Sumo and paid the required amount and was ably assisted by the young man. Thanks ,
excellent customer service Jerome
I rang to update my contact details and found my 1st bill was due 3 days a go. Jerome was helpful efficient and got everything updated and completed within minutes. Nothing was an issue, thank you.
I have found Sumo to be the best supplier I have experienced
Excellent Customer Service with Sumo as always. Helpful and resolved my queries. Used to receive regular updates on which days more power was used. Found this helpful. Why does this not continue, I had mentioned it to friends as being a great idea.
Excellent customer service & very helpful
Everything is going really good. Have been with sumo for years and am quite happy with their services. I have gas and electricity. Prices are good. Could not complain at all
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Questions & Answers
I agreed to sign up with Sumo yesterday for our power bill, now very concerned with some of the comments on this page - the discount is amazing. Will I be advised of an increase before it happens? How long is this discount offer available for? Do I have a cooling off period to satisfy myself if it is worth changing over to Sumo or not.
Sumo Customer ServiceSumo
Hi there, thank you for getting in contact. Our discounts are locked in for 12 months and in regards to the rate increases, it is our practice that we advise as much advance notice for an increase, however, we always act in accordance with 46(4) of the Energy Retail Code and provide as soon as practicable or by no later than a customers next bill. You are entitled to a 10 business day cooling off period the day from when you receive your Welcome Pack. Please give us a call on 13 88 60 or send us an email to firstname.lastname@example.org and we would be happy to answer any further questions you may have. Kind regards, Stephanie @ Sumo
I've waited over a month to be connect to the NBN and after weeks of calling, during which they constantly told me it was the NBN being behind schedule due to Christmas, they finally told me that they had infact forgot to request proof of residency. Now I've had the NBN technician connect the property and sumo say I am connected yet I'm not. They haven't given me any technical information to input onto my modem and their technical support team which is supposedly open from 10am till 4pm on Saturdays does not answer any calls? So I'm after any technical data to put in to my modem to get connected
Have you tried ringing the 03 number instead of the 13? You get put straight through to technical support that way
I have adsl with sumo and i called to ask for my isp address to put into my router only to be told they dont have one? All internet needs to have a isp address as far as i know then i was called back and given my customer number as the address wth someone needs to fix this or of to the ombudsman i go smh
Don’t know if this will help, but if you’re running windows (any version) if you click on the signal icon at bottom right of screen, then go to properties from the box that opens up, you should be able to see the isp details displayed there. Hope this works for you.
Sumo Customer ServiceSumo
Hi there, thanks for getting in contact with us. This is really disappointing to hear this has happened. I would like to look into this and have it resolved. Could you please send me an email to email@example.com and I can look into it and make sure it's all cleared up for you. Kind regards, Amelia
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