Sumo Energy

impossible to cancel, been calling for 4 days now and yet to get throught to a real person, 10 people in the que and after 3 hours of waiting i managed to get to 6 people left before they closed, callback feature ive tried 3 times now and have never recieved a call back yet. dogs**t service go fys Show details

Think twice about a smart meter with sumo. Was wired incorrectly, resulted in no hot water. Then at my expensive had to get an electrician to do rewiring. Rang Sumo, they had nothing to say! Show details

I've just clicked over 60 minutes on hold listening to reedy music and repetitive ads trying to very simply have a move-out cancellation of my account. Now waiting for a third operator. And the 'call-back' feature did not result in receiving one despite waiting 4 hours. If you value your time, look elsewhere. Show details

Worse energy provider ever been in australia. Misleading , fraud, and always try to speak with Walsh accient thinking they can get away with their misleading & fraud with all customers. FROM EXPERINCE NEVER GO WITH SUMO EVEN IF ITS FOR FREE.... Show details

Terrible company. It took me eleven attempts at calling them to cancel my account. When I finally got through the Irish guy on the end of the line was a smart-butt about the whole situation. These people are scammers. Show details

Beware of this deceptive company. Like many other customer experiences with SUMO, they bait new customers with attractive rates and then hike the price substantially shortly after. Around 1 month after signing up, my rates increased by 25%. The whole point in changing companies was to save. Not so with SUMO. Furthermore, the so-called customer… Read more

service is simply appalling. Had I known or checked that they didn't support standard email customer support, I would have never signed up. When finally reaching out to the so-called customer support team, with no member name added, they ignored replying to multiple queries regarding price hikes 6x over the national inflation rate. There should be at least a 6-12 month sign up price guarantee for new customers, it turns out to be 5 days. SUMO is clearly a company that holds its customers with a high degree of contempt. A cash cow to milk as they wish. It's deceptive behaviour that really requires the ACCC to clamp down on much harder. 1 star too many.

I'd absolutely love to know where all these "friendly Sumo support staff" are. I heard about them for 20 minutes straight while waiting for my phone call, only for the male worker to be so blunt and cold with me on the phone. The entire call lasted for 1 minute and 40 seconds, as he rushed me off the phone. Customers definitely feel like a number… Read more

when with Sumo!!!

What I do like about Sumo is that they'll give you a voucher when things go wrong, which seems to be every second time I've contacted them.

SCAMMER ALERT!!! Avoid Sumo energy at all cost. They boast the cheapest rates then as soon as you sign the dotted line they hit you with a price increase and your paying closer to the highest rates available. Show details

Had Gas and electricity with Sumo, they led with great rates that lasted about two bill cycles (two months) after that they increased their prices ridiculously! I then spoke to family members who said they had the same experience with them - stay away, they are a joke Show details

Very dodgy. I signed up for a single-rate, non-demand tariff with a daily supply charge of 98c. However, when I checked the agreement, the daily supply charge was 124c plus a demand charge of 31c/kWh! I cancelled within the cooling off period. Show details

When you can get through, the Australian-based staff are pleasant and helpful. While the rates were competitive when I joined, they’ve increased twice within a year, making them uncompetitive. The biggest frustration is the online portal—despite multiple calls, staff have been unable to help me log in. I’m now stuck trying to update payment… Read more

details the day before a public holiday, just as I’m about to travel overseas. It highlights how critical a reliable digital experience is. I’ve had no such issues with other providers, and once I return, I’ll be switching due to repeated failures in pricing and customer experience.

AVOID LIKE THE PLAGUE!!! 47% above the regulator's reference price as at August 2025 ... that should tell you all you need to know! (see attached) Others are 7 ... 8 ... 13 ... 14% LOWER! Also ... TERRIBLE customer service ... IF you can get through to them!!! I'm ABSOLUTELY convinced they're TRAINED to confuse and manipulate customers! Big business at its finest! Ugh! Show details

We joined Sumo, they raised their prices pretty much a day after we joined. I like their billing system. You can actually receive a proper meter read bill quarterly which seems to be becoming a rare option. But our first bill was $300 higher than several competitors for the quarter and that's not really able to be justified. Currently preparing to move on yet again. Show details

When I signed up I specifically asked for my bills to come via email or post so I could pay at the post office! My first bill arrived via txt message with only links to pay via direct debit from my bank account! Nothing else! No due date! No bar code! No email! No letter! I sent them 4 emails with screen shots of my plan distinctly showing… Read more

bills to be sent by post and 3 days later not 1 reply? I've tried calling them since 9.50am, waited for an hour and then agreed for a call back! It's now 2pm and no call back! I'm just going to change from sumo to Red energy!

Who do these people think they are? They think people can sit around all day waiting hours for a call back? Then I went online and read their awful reviews! Now I've learned that they are a scam company!

Chose Sumo becuase they offered the best rates. Only 6 months in and they have hiked prices over 30% 3 times. I've switched to another provider now for less than half what they're charging. After I've switched they've billed me twice for the same period, and after paying the first bill, they're now even trying to charge me $100 for 3 days of… Read more

electricity. Avoid these scammers like the plauge. Can't even get in touch with a human to discuss this joke of a bill.

This is the worst electricity company I have ever dealt with. After one year, they suddenly increased my electricity bill by more than double, without any reasonable explanation. I’m extremely disappointed with their service and pricing, and I would never recommend this company to anyone. Show details

Worst customer service I have ever seen in Australia. Signed up for electricity and power in a deal and they put the price up before i was even connected. Then only had part of my account on their portal so could no pay. Have sent a dozen emails, sms and still no contact to pay the 1 month I was signed up with them. I moved as their direct debit… Read more

did not work and as i said could not pay one side of the bill as their electronic payment system is broken. Still 3 wks later getting sms from them to pay my bill but no way actually to and still no contact from support.

Avoid these clowns at all cost is my recommendation

My experience with Sumo has been exceptionally poor, marked by confusing billing practices, severe customer service accessibility issues, and a lack of transparency. I strongly advise against using this provider. Unacceptable Billing Confusion The provider's billing system is fundamentally flawed and confusing. I received a payment reminder that… Read more

quoted a charge of $189, which was higher than the amount on the original bill. No explanation was provided for this discrepancy. After paying the $189 on October 20th, I was immediately sent a subsequent text message demanding payment for an entirely new, higher charge exceeding $240.

This situation involves multiple, conflicting demands for payment without clear documentation or justification, indicating a severe systemic failure in their invoicing and communications.

Inaccessible Customer Support Attempts to resolve this billing confusion were met with significant hurdles:

Limited Availability: Sumo’s operating hours for Sales, Service, and General Support (9:00 am – 4:30 pm, Monday to Friday) are inconvenient and highly restrictive for most customers.

Excessive Wait Times: Despite the limited operating window, it took approximately 14 minutes to connect with a customer service representative, with over 10 minutes spent listening to automated phone messages.

Unclear and Unfulfilled Resolution When I finally reached a representative, the explanation provided regarding the multiple charges was confusing and ultimately unhelpful.

The agent mentioned that a $75 NSW government credit would be applied to the next bill to "sort out" the current balance issues. However, the agent failed to provide any clear documentation or explanation detailing:

1. The source of the original $189 charge discrepancy. 2. The nature of the second, higher $240+ charge received via text.

The agent Adam said he would send a follow-up email clarifying everything, but I’m still waiting to receive it. This is demonstrating a failure in internal follow-up procedures.

Conclusion Based on my experience, Sumo’s customer communication, billing processes, and customer support infrastructure are not up to market standard. Coupled with the fact that my rates were updated to a higher price soon after signing up, I cannot recommend this provider. The level of frustration caused by these systemic failures is unacceptable.

Sumo needs to lift its standards — or risk losing more customers. And I am moving my energy supply to another energy retailer.

Don't fall for the apparently cheap rates. Once you sign up they hike the prices in quick succession, and they don't bother to read the meter so you'll pay more. When I rang them (the only way to contact them) to ask about my $600+ monthly bill (I live alone), they told me to enter a meter reading and that was the end of the investigation. I still… Read more

had to pay that bill, and my the one after that was just as high - after they had "corrected" my account.

They are hands down the worst electricity company I have ever been with. They invest zero funds into their call centres, so you will be stuck on the phone for a long time waiting for someone to answer your call. They have no email address or any other means of being contacted. Just like many others here, literally the moment I signed up with them… Read more

they notified me of a price hike. Stupidly, I should have cancelled them then and there during the 30 day cooling off period, but i didn't- my own fault. Then I got the biggest electricity bill from them I had EVER had! I went and paid it and immediately switched providers, only for Sumo to email me the final bill and tell me they overcharged me and that I am now in significant credit! How is that possible if the bill is based on an actual read??? So then imagine the painful process of trying to get through to them to get a refund - only to be told it's not possible!! How?? If I was owing them money, it wouldn't matter that I moved to another company, they would chase me for the money I owe them. But when they owe me money, it's kind of a "too bad, so sad" attitude. Very poor service. Would definitely advise against them!

I just received a new bill and a rate increase of 100% with no reason. Waited on the phone for an hour before calling back and requesting some one to contact me with a call back as sitting on hold makes my blood boil. I hope someone from Sumo reads this and understands that they have lost a customer . They state business morals are built on better value and simplicity !! What a joke. Show details