Avoid at all cost
Wish I can give them 0 stars. Called about $50 refer a friend offer but they insisted I did not entered in my friends account number, which I gave to them on two separate occasions. Them denied my claim on the basis of not having an account number in their system. Wasted 50 mins of my life on this crappy customer service from India. Avoid them at all cost.
I'm reading a lot of negative reviews on Lumo and just wanted to add my thoughts onto this page. I have been with Lumo for a number of years now and really can't complain. As we are with them for both Gas and Electricity, the discounts are reasonably good and they apply the discounts to the total bill, not just usage charges like some companies. Prices are the best I could find and I review my suppliers every two years. I haven't had to contact them too often for support so can't comment too much on customer service other than I've not had ...issues for those few instances I've had to. I am a bit disappointed though that I can't link my gas and electricity accounts and use my solar rebates to pay off the gas but that's a minor issue. I did find it ridiculous though that I had to set another email account as you cannot use the same email address for the gas and electricity accounts despite the fact it's the same company! but again more of SMH moment than a real inconvenience.
Worst energy company ever
I requested to cancel the gas supply at least one month early before I moved out of my property. Since then, I only received two calls from their telephone marketing department, but I didn't pick up as the number was marked as scams. Aside from the two calls, they didn't even try to contact me via emails or another number to help with my cancellation request. So, I contacted them again via their LiveChat service and their online sales consultant, Rajendra, asked me to contact them via email, and unsurprisingly, their email service consultant as...ked me to contact their sales department via phone call or LiveChat, and just kept asking me to agree to their terms that include additional charges for meter reading and the extra daily supply fees beyond the date I requested to cancel on. They claimed that users have to give a 'verbal' notice to cancel contract, but their T&C's only state users need to give a notice, not necessarily a verbal notice. Based on these above-mentioned experiences, I'd say Lumo only cares about money, their customer service don't even help with their customers but shirk their due responsibilities. Save your time and money from them, there are way more better energy companies than Lumo Energy.
awful - overcharges & bad customer service
They never read the electricity meter due to “property electrical works” and “no power connected”. No works & power was connected
We were overcharged 5x our regular rate and they said nothing can be done about it
Their only way of contact is through phone. I’ve called several times & every time they are rude, don’t listen to me, repeat themselves and dodge questions
certainly do not recommend!!!!
Worst enemy company ever
This company charges you the highest rates and we got stuck with a massive bill we wouldn’t afford. My partner and I asked if we could apply for the utilities bonus they said no worries they would send the paper work within a few weeks. 2 months later still no paper work called them again they were very apologetic said they would send it within 5 days a month later still no forms. We ended up changing energy companies. When we recieved our last bill from them again it was massive and we just couldn’t afford it with everything going on and covid..., i tried calling them again to see what was going on they said I was unable to get the grant because I left there emery company? Yet they had never even made a effort to send me the forms in the 4 month period I asked for them so I missed out due to there unprofessional. In the middle of this call she had hung up on me. I called back she answered and pretended she hadn’t just hung up on me and continued the phone call when I agreed to set up a payment plan and I told her I would pay by card she wanted me to use bpay I said no if it’s okay I’ll just pay by card when it is due she then hung up on me again. I have called back three times to lumo staying on the phone for nearly ten minutes and haven’t been put through to a customer service rep. This is disgusting behaviour and I warn anyone before choosing this company.
Terrible customer service
When i signed up with them they couldn't find my meter number on the national database so they just to added the house next door instead as my supply address.
When i contacted them to get it resolved said it was my responsibility to get the database updated.
Started out helpful until they asked to send an email, then pretended they didnt recieve it and hung up on me 5 times after that.
Have contacted the energy ombudsman, not wasting anymore of my time with them.
Do we change or not
They ask you to do a survey but it cannot be completed because it appears to close down when negative answers are submitted. They were good but now the raised there rates above any one elses. We are pensioners but did not want to listen
India call centre don’t bother can’t communicate
my friend asked me to sign up the electricity plan with them as both of us will get $50 voucher each! I’m happy to do it for my friend.
So I rang Lumo to find out more about the rates plan and charges, then the guy sitting in the India call centre insisted that he has to ring my friend to find out if I’m genuine customer! I cut off his lines after trying a few times to explain to him that I just want to know the rates for the electricity plan before switching my name for the bill.
Since I couldn’t communicate with him, I decided not wasting m...y time and take my money elsewhere! I would love to speak to a local Australian who sit in their office and able to explain the rates to me, I’m happy to keep the sales service job to my local community! Lumo you lost me even I have given your chance to strike a deal for my friend sake even I told her that Lumo has the worst customer service rating I found but I still rang them!
Worst service ever in Australia
I wish i can give them 0 star.
Was trying to get our meter connected since 28th of July, guess what, it's September now and nothing happened!
They made so many mistakes and they never call you back to let you know what's happened! Average calling time 1 hour get nothing done, good job Lumo!
- Verified customer
Easy switching process and competitive price
We were with other provider before with Lumo and decided to switch. The whole switching process was easy. Probably waited no more than 5 business days. The price we initially signed up with was very attractive but since then have changed (from 1 January 2020). It is understandable though but I would hope that it was not a 20% jump on loading price. There reward program is a plus. Overall, very satisfied with Lumo.
Lumo Energy is APPALLING
I contacted Lumo last week and requested my electricity to be connected at my unit. 5 days and about ten ‘long’ phone calls later, it’s still not connected. The customer service was horrific. The call centre team do not seem to know how to use their brains, their English is poor, they talk over you, they put you on hold for long periods of time, they repeat themselves, they make excuses, the list could go on. Even trying to cancel their services was horrific. It’s possibly the worst company I have ever dealt with - and that’s saying something.
Just be warned people.
Horrible customer service and communication skills!
100% of the time you will talk to some one get good information then get immediately transferred some one else (or more ) who doesn't can't give you the same consistent information. When questioning this they claim that they use different systems.
When moving house they don't even correctly put in the disconnections. So prepare a couple of painful hours on the phone so your account can get sorted!
- Verified customer
Terrible customer service
After 15 years with Lumo (having first been a customer of a business they took over), we had enough of their bad customer service.
We’ve been with them through their good times and their bad times and have always been comfortable with the pricing and billing. Customer service was always inconsistent, but now it’s just terrible. Limited product knowledge, poor comprehension of problems, no follow up, constantly put on hold for long periods. Just terrible. We were loyal to them for a long time and they showed no proactivity in rewarding our lo...
I would active advise people to avoid Lumo Energy
I have had so much trouble with Lumo since updating my credit card details for a direct debit on our gas/electricity account. I have spent 30+ minutes on the phone to Lumo on three separate occasions trying to resolve this issue, which is still ongoing. Don't go with Lumo!
Don't... Just don't
I chose Lumo Energy after finding out that they were Australian owned to be my energy and gas provider for a unit my partner and I were to move into. We had access to the unit a couple of days prior to our moving date which allowed us to organise the internet and electricity to be connected. We were told they would come round on Friday 5th of June and switch on the electricity. We told them plenty of times that we were not living in the unit yet so getting access to house would only be able if we were there. I offered to stay there Friday in ca...se there was issue and they assured me that it will be fine as long as they get to the metre box (which is outside). We arrived Saturday to move in and no electricity. We immediately contacted Lumo to find out the issue as we had heard nothing from them since signing up. The overseas employee informed me that they had technical issues and to call back in 2 hours. We called after 2 hours and were quoted an additional 3 hour wait was required before their systems would be back on... This continued all day until we had to bite the bullet and switch to any other electricity provider that could switch it on that day. AGL was the decision, they sign us up straight away and we had electricity by 4 in the afternoon. The confusing thing now is we are getting calls from AGL and Lumo telling us that we are no longer with them?? So we have electricity and after multiple calls to these companies both are stating that they don't have the rights to our electricity. In short go with anyone but Lumo, just try and make it Australian owned. Customer service is absolutely crap as well. Look forward to see who sends us the bill :)
Dreadful customer service
Following a Reminder Notice, I tried to update my direct debit details through the Lumo website.
First, it didn't recognise my longstanding password.
I telephoned and, after waiting for 25 minutes, I spoke with an operator who asked me to enter my debit card number. That didn't register at their end even though I'd been using it all day.
I 'phoned again, waited again, and the line rang off. I submitted a complaint via Lumo website. That required a 6 digit postcode to advance further. The fact that Australia uses a 4 digit postcode sequen...ce is clearly unbeknown to Lumo. By typing a couple of zeros before my postcode, I got over that hurdle. Next, up came a message, 'Sorry, your account number isn't registered'. So, after 2 hours of trying to set up a simple direct debit, that’s as far as I could progress.
This company is a joke.
Had Lumo for gas and electricity at a rental property. Had complications regarding property access for disconnection due to it being a community title gated access to gas and electricity metre. Finding a solution through the call center operators was useless, frustrating, repetitive and after four attempts across 6 weeks of performing the same process I escalated to the supervisor (this option was only agreed to after giving them the ultimatum of taking to the ombudsman). Resolve was delivered within 2 weeks for final bill of $34. They argued for 6 weeks and paid 8 hours of call operator wages for $35.
No Idea,very slow
I signed up to Lumo back in Dec 2019. I had just had solar installed, and then received. bill from them for $800. I've never had a bill for anything over $400. They informed me that they were going to install a Smart meter. My Solar installer and Lumo both told me it would take around 14 days.
Well here it is 13 May and I have been informed by Lumo that it will be installed on the 10 June. What a bloody joke. Paid a lot of money for Solar and can't use it till the new meter goes on.
They need to me investigated.
Questions & Answers
What does the terminology "Total Winter" mean on the Lumo bill? Where does it fit in to the bill? Is it off peak or peak or somewhere in-between? Does anyone know?
I want Lumo to STOP trying to charge my credit card so I can choose when to pay via BPay but their website will not let me do that.
I have difficulties using a phone for phone calls so can't ring and tell them.
How can I do this without having to cancel my visa debit card which causes more issues?
Shell, South Australia
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