Lumo's costs are terrible, installed solar power not gaining anything from Lumo
Sending reminder notices before getting the original bill
Originally giving a 20% discount now they are giving nothing
Costs continually increasing, customer service are terrible they can't work out electricity charges
Well You Are Not Paying For Customer Service
I have just received another letter stating that we are at a risk of being deregistered for life support (3rd letter). I have phoned them every time filled in the forms twice and sent them back in their envelope. The last time I called I got told it was a mistake their end and that the people who where handling the forms "were being a bit slow". This time I get told that they have not received the forms and that they will be sending more out to me.
We have just switched over to Lumo because of the cheaper rates but it seem...s to me that the customer service is cheaper to. I would rather pay a higher rate and get good customer service then what I am receiving. Now I have to pay for the doctor to sign off on the forms for the third time is Lumo going to reimburse me for these appointments (I think the answer is no) and will Lumo reimburse me for having to hold every time I make a call to them (on mobile which costs money-think the answer is no again). This is not good enough
Rate rise after 5 weeks!
I joined with Lumo on the back of a cold call at my door as I was in the market to change providers and the spiel was very persuasive. Now, 5 weeks after signing up, I have been hit with a rate increase which makes the once good deal no longer very attractive. I have contacted them and received the reply that the rate is going up regardless and I can leave anytime I like. One more try and if I get no satisfaction then I will be looking elsewhere.
I would never recommend this service to any one they are scammers and crap talkers after getting charged from another company and lumo for gas they are saying that cant see I have the email from both companies showing what I have payed half of the people cant even understand what you are saying on the phone like crap sack please dont use this company
Bad experience! Keep overcharging when u notify them that you are about to leave them, tried to rip me off. Have left and paid in full 3 yrs ago, now still receiving their email that i am overdue, which is ridiculous.
Waste of time.
Have been with Lumo for a while and ended up switching company's due to their continual mistakes with overcharging, charging more than once for the same bill that was already paid, and dumping over $800 worth of bills in 3 months on my partner an I (which is about 6 months worth of bills for us usually) due to their "system malfunctioning" and not being able to send us the bills per month as they should be. I am beyond frustrated with Lumo and their lack of logic and consideration towards their customers. Calling them for information/help is pointless because they just take you in circles the entire call. Please, don't waste your time, look elsewhere.
Moving to LUMO ?? Please think twice.
I signed up for Elect only, they promised low bills. Result:- power bills twice what my previous supplier charged. And skinned me on the solar. This is the first time I have made a review ever, but feel it's my fault for being sucked in by a glib salesman.
Absolute disgrace, dishonest and discount offers are a myth
Left AGL and signed with Lumo after young salesman visited our property in the Southern highlands in NSW. The pitch was very good, and we had just signed with solar panel company and the then Labor Premier, [name removed] (Another labor imbecile), left the incoming government with a 60 cent tariff on excess energy created. We did not receive a bill as such for 3 years due to the rebate, however, whilst we were always in credit because of this, the slimy halfwits at Lumo overcharged us on the supply rate, so our actual credit should have been mo...re. After discovering the issue we returned to AGL and Lumo sent us a "bill" for $1,500+ as a parting gesture. After speaking with the Victorian energy ombudsman, who declared that they were "being watched", we found out that Lumo for fined $10,800, stating "Lumo had contravened the Australian Consumer Law by making false representation about energy discounts. STAY AWAY
Stay away and be very careful of LUMO
I have had a terrible experience with this company.
Called and organised dissconnection of my service when leaving a rental in 2015 and paid the final bill, commenced moving 1 hour+ away. Somehow electricity cost continued to occur for another 30 days, like it was never dissconnected.
Perhaps as I opted to connect with another peovider.
Sadly I was not aware of this until 2019! Close to 5 years later when I was contacted by a debt collector, as LUMO had escalated the debt for the final bill - immediately I paid the debt confirming that no ...default would be listed.. upon attempting to secure a loan I was advised I had a default from Lumo - I was shocked and dissapointed. Atrempted to contact Lumo, I was provided with truly appauling customer experiences - no assistance, staff advising they didn't no what a default was, impossible to escalate - such a pain. I ended up contacting the ombudsman, who escalted the complaint and I was advised the default would be removed in 10 days - it still hasnt been.
Animal service - don't go with Lumo
After 3 days of trying to have the power turned on, at least 5 requests being raised, guess what, no power, no supervisor to talk to, no recompense, no anything. Don't believe any of their spin, terrible service - and I can't even comment on after sales non service!
Avoid Lumo at ALL costs
If you're considering signing up with Lumo DON'T. I moved to Lumo in late 2018 after my then retailer dramatically increased their rates. Everything was fine for the first few months, until.....
After making my March 2019 payment using my standard practice which for years had been and remains, to pay electricity accounts by cheque. I do this by sending the payment by post, AT LEAST a week prior to the due date. So it was that on 01 April, I posted a cheque for payment of an account due 08 April. On 12 April I received a letter from Lumo advis...ing me that my payment was overdue. I checked my bank account and found that the cheque had cleared that day – I therefore assumed that the letter and payment had crossed, and did nothing further. On 18 April I received an SMS message telling me my account remained unpaid. I called Lumo to discuss this – the first Customer Service Officer (CSO) with whom I spoke could not see my account as I had been “transferred to the new billing system”. When I finally got to speak with someone who could see my account, I advised them that the cheque had cleared 6 days prior. They then said that they would initiate an investigation, that it would take two business days to complete, and agreed with me that meant they would be in a position to advise me of the outcome of the investigation by close of business (COB) 24 April. No call or email came on that day. On 27 April, another reminder letter, followed on the 29th April by ANOTHER SMS reminder were received. On May 01 I again called and during this conversation asked whether my payment may have been lost during the migration from the old to new billing system. The CSO was unequivocal – “that can’t happen”. To that I responded that as an I.T. professional not only do I know that it CAN happen, I know that it DOES. It also transpired that contrary to what I’d been told previously, no investigation had been initiated. The stated reason was that the team performing the investigation needed more information. I’ll leave open the questions of why the CSO in the call on 18 April didn’t collect everything which was needed for an investigation to commence, and why the investigation team had made no effort to contact me to obtain it. I provided the additional information and informed the CSO that if I didn’t have a response by COB Monday 06 May, on Tuesday 07 May I would be engaging the Energy and Water Ombudsman Victoria (EWOV). On Thursday 02 May I received a call to advise that the missing payment had been found…..in the old system! The CSO then attempted to deflect responsibility by saying it had gone astray because it had the “wrong reference number”. I pointed out that this was a cheque payment NOT a BPay one, and she then changed her comment to refer to the number adjacent to the barcode on the payment slip. When I then pointed out that the barcode and associated number were printed by Lumo (or by their mailing house using data supplied by Lumo) and that Lumo was thus still responsible, she had no response.
I am Lumo customer from more then an year. Lumo only care about money but not customer service and their words. I am very dissappointed with their service now i am moving my accounts from them. I had High gas bill so i called them and asked what the issue can be they said may be gas leak or error in meter and they suggested me about plumber to check my gas lines for leakage . I got agree to get plumber as they mentioned their will be some kind of discount. Then i hired plumber and their was gas leak when i called lumo again about leak they said...no their is no sort of discount. I mentioned i had words with their team member before having plumber out and he mentioned that they will give me some sort of discount. Now They arte just saying that they heard recordings and their staff never mentioned discount. when i told them i am moving my service from you they offered me $50 discount for good being. I told them i don't want $50 good being discount i will pay whole bill and move my service which i am doing right now. They are not sticking to trheir words i think they only care about one unpaid bill and not about loosing customer. I will not ever use lumo again and i will never suggest lumo to anyone.
Glad I left
Loyal customer for 26 months with no issues, was affordable until September 2018
when I moved rentals, they all of the sudden couldn't find my address and tried to tell me I didn't ring 3 weeks in advance as per my contract. I submitted call logs and verified history by my phone provider. Was sorted 3 days later.
When I tried to cancel because I got a better offer in October 2018, they sent me a bill.... 6 months later for $654.21 (April 2019) , I challenged it and explained consumer law that since their business ethics failed to mention this in their terms and conditions, I legally didn't have to pay. Only reason I was able to walk away because I got a lawyer involved.
Avoid lumo like the plague.
- Verified customer
Started out great, cheap and good service, nosedived in last 6 months.
Skyrocketing bills, changed my account no, frustrating website to navigate, wastes customer time by offering different plans that are barely any different, if not more expensive. every detail of personal information is required before you can even provide limited feedback. Advertised prices don’t reflect actual prices.
Confusing billing, invoicing and no more joint accounts
I was recently moved to their new platform:
- I no longer had access to my usage history (confirmed by them as no longer available)
- could not have two properties on one bill and
- have the most confusing bills and no clear idea on whether they have been paid or are due.
Completely useless, couldn't even manage to connect power to a property
Had from Wednesday to connect the power to a property being moved into on the friday, spent all of friday on the phone with them refusing accountability and failing to render any form of assistance or service. As far as I'm concerned, their "customer service " if you can call them that, is nothing short of criminally negligent. After more than 8 hours of being given the run around, told them to shove it and called origin who had the issue rectified within 10 minutes
- Verified customer
It used to be good, but its reward program is letting their customers down
I have been with Lumo Energy for a long time, even before they became Lumo Energy. I liked their customer service a lot: always friendly and courteous. I stayed with them despite the rates keep rising after it has become a part of Red Energy group.
I never used its Ameego Reward Program until May this year. I used their "Digital Vault" to purchase some movie vouchers for my sister and her kids as a treat for Mother's Day, and I bought one for myself to see the movie with them. Unfortunately my voucher was invalid and I had to buy another one to...
wrong billing and nil help from customer service
I was billed wrong because they had problem generating they bills and they told me that they had problems but I had to pay my accounts.I was told that they sent me the accounts to my postal address but I was on direct debit and always they sent me the account to my email. Their customer service is the worst I have come across and now I have to pay for their mistakes.
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Questions & Answers
i have just signed up to lumo but have difficulty sending my meter readings from old company now being told i made a bad move to your company and despite trying to call you i cant find any number that puts me through to anybody ,as you are taking money from me i want to know whats happening
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