at this stage my electricity service is very good and im happy with the service the team provides me when I call they are very polite and happy to help me with any questions I have
The reviewer stated that an incentive was offered for this review
Robert, Thankyou for sorting out my bills and flicking them to me. I can see them all very clearly now and you were a big help. (I spoke to you last week.)
Cancellation of electricity provision
I had change my provider and hadn't cancelled the direct debit...I called to get a refund of monies paid. this request was handled professionally and promptly. I will receive the requested refund within 7 to 8 days.
I called SUMO about a billing issue which was taken care by Andrew. With I’m highly satisfied with the service.
Andrew understood the problem and took the matter accordingly. His communication was clear and to the point.
The officer today 05092019 was extremely professional and helpful
Previous officer advised incorrect information, Customer Service Officer Vanessa was extremely professional, with organising the listening of previous CSO's conversation at which he advised that connection of new property will occur in 1 hour which was not the case.
Beware of unethical telephone sales trap from Sumo
Got a call while I was driving. Caller said since government regulations came into force on 1 July, they can give a great deal. Normally I would not continue talking but I had reached my destination. Caller said all she wanted to do was to send me a package of info, then proceeded to ask for my personal details such as address, date of birth and finally a personal ID, which unfortunately I relented. I was getting suspicious as to why she needed all these details if all she was sending me was just some info. And then she kept reiterating I have ...10 days to call back after receiving the package. I asked, are you sending me an agreement? Throughout this whole phone call she never said she was going to send me an agreement, never gave the impression I was entering into a verbal agreement AND I never gave her the impression I was agreeing to anything. We did not even go through the discount rates being offered! As soon as she got all the personal details from me she handed the call over to her supervisor. I asked him the same question, have I entered into a contractual agreement as a result of this phone call. Got an evasive response. Again repeated the mantra that I have 10 days to call back. Didn't say 10 days cooling off period, just days to call back. A few hours later I got this text message: "Today you have agreed to sign up for Sumo as your electricity provider. You will receive a welcome pack in next 5 days and will have 10 days cooling off period. Please reply with "no" to this text if you do not wish to proceed with signup. Regards, Utility Hub on behalf of Sumo" You can guess my response. These guys should be reported to Fair Trading NSW.
Thank you the service I was given was brilliant helped me no end your receptionist had a plesent attitude and.was able to help me with my payments. Thany you again.
I Needed to extend the due date of my electricity bill as I was Struggling to pay on time this month and did not want to incur the late fee. This is rare for me as I always pay on time however, this month I have been swamped with legal bills for my divorce I found it impossible to pay on time.
fantastic customer service.
Called Sumo and got through straight away, not having to wait forever. Sumo operator courteous and dealt with issue straight away. No waiting on hold. Gladly recommend Sumo for gas or electricity provider.
Fantastic Customer experience
Vanessa was brilliant. Phone inquiry was answered both with a professional yet friendly manner. Would highly recommend Sumo not only for customer service, but access to weekly usage meters. Everything discussed has been delivered.
Very helpful and terrific customer service.
After being sent an overdue invoice Vanessa a customer service operator very quickly fixed the problem with politeness and caring attitude. Very much appreciated and will recommend to others in future.
Dealing with Sumo has proven excellent
I have been extremely happy with Sumo, as a provider. A recent query was answered quickly and clearly, and I have found Sumo to be most helpful whenever I've had a need to contact.
Helpful and polite staff.
We only have electricity supplied by Sumo since February 2019. Very efficient with their set up. Office staff very efficient and polite and today I spoke with Josh who handled my enquire well.
So far so good.
Very good customer service
I missed an invoice, staff very quick to respond to my query with understanding. Staff responded to my email and replied in a timely manner. Helpfully and gave accurate information that was easily understood
Bad pricing, changed after 2 months. No loyalty there
Bills increased 30%
6 weeks for the bill to transfer from existing provider, then jumped in price. So only had 1 bill before they changed my price. Offer looked good, but they are deceptive
Great rates and eager to resolve issue.
Accidental overdue payment issue. Friendly courteous service resolved issue.
Listened and empowered staff resolved immediately.
Even though I moved home and discontinued service they still looked at loyalty and fairness to customer.
Would recommend them.
The only good experience with sumo.
Bridget from sumo was the only person who helped us during our financial hardship issues. Everyone else we spoke to literally brushed us off. We had emails ignored. Nothing was getting resolved until Bridget contacted us.
Very expensive rates for gas! Twice more when some other providers!
But customer service people were very helpful and professional, trying to provide me with better rates. Also, I appreciated repayments reminders SMS.
Great attention to detail..saved me heaps!
Asked relivent questions that put me in the best position to save as much money on my bill possible.. times being hard they set up the perfect payment plan..WELL DONE
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 email@example.com 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 firstname.lastname@example.org and I can look into it and make sure it's all cleared up for you. Kind regards, Amelia
|Category||Household Utilities and Internet Service Providers||Household Utilities and Internet Service Providers||Household Utilities and Internet Service Providers||Household Utilities and Energy Providers||Household Utilities and Energy Providers|
|Contact Number||13 88 60||13 88 60||13 88 60||13 88 60||13 88 60|
|24-Hour Phone Contact||No||No||No||No||No|
|Online Live Chat||Yes||Yes||Yes||Yes||Yes|
|Packages Available||Bundle and Standalone||Bundle and Standalone||Bundle and Standalone|
|Contract||Set Period||Set Period||Set Period|
|NBN Speed Tier||25/5||50/20||12/1|
|Max Download Speed||25 Mbps||50 Mbps||12 Mbps|
|Max Upload Speed||5 Mbps||20 Mbps||1 Mbps|
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