Lumo Energy

Lumo Energy

 Verifiedlumoenergy.com.au
Lumo Energy
1.4

1,101 reviews

PositivevsNegative
9% · 104969 · 88%

Reviews

1,101 reviews
Ryan4139
Ryan4139Greater Melbourne (Inner), VIC
 

the worst energy company i've ever had to deal with

the worst customer service, never answer the phone, on hold for hours, email them and get a reply after 10 days saying emails are not accepted and you must wait on phone on hold for hours to make any changes to your account Show details
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simpsonnomore
simpsonnomoreSydney, NSW5 posts
 
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casper8221
casper8221Greater Melbourne (Metropolitan), VIC5 posts
 
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Sherry X.
Sherry X.5 posts
 
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Ailsa Law
Ailsa LawGreater Melbourne (Metropolitan), VIC5 posts
 

80% Increase.....Criminal

I have just been advised by Lumo that at the end of my current plan the best rate that they can give me is an increase of around 80% on my current plan for Electricity and Gas. Needless to say that I won't be continuing with Lumo after my current plan expires. The staff member I spoke to was also very rude and continually interrupted me while I was talking. Show details
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Dan
DanGreater Melbourne (Inner), VIC7 posts
 

Incoherent call centre

I called up to disconnect and was on the phone to a person who could barley speak English, wanted to know irrelevant info about other utilities and was unable to connect me to their supervisor or someone with adequate communication skills. Show details
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Dirt
DirtVic7 posts
 

Bait and switch pricing

Lumo sent me an email outlining a 60% price increase. While I have read on the news a 20% increase is likely, this is taking advantage of the situation. They say "Lumo Energy is committed to providing competitive offers to our customers." but I can't see how a 60% increase shows any commitment to their generic empty words at all. Let's be real not all customers read their emails, so maybe their plan is to offer unsustainable prices and dupe unsuspecting customers.
Their office staff are conflicted, one moment they are sending out a client engagement type survey, and then they try sneaky price increase tactics, what ever happened to honest and open conservations with customers? Show details
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Receiver
ReceiverMelbourne20 posts
 

Don't need customers, buyer beware

And just like that, by sending an 'offer' with 72% price hike on electricity in the middle of winter, the company lost this customer and everyone I know and used to recommend Lumo energy to, who have switched in the past year. All gone. Overnight. Good buy Lumo, you obviously don't care if you have any customers left, you have other priorities, have fun playing with your rubber stamps. Show details
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Kcm
Kcm2 posts
 

They were great, not anymore

I have been with Lumo for over 2 years and they were great.. Until they SIGNIFICANTLY increased their rates. Not only are we paying approximately 20c more per KW, our solar relate has been decreased. At this point, we make more power than we use and still have a significant bill. After over an hour trying to contact them via phone and online 'live chat' I am beyond disappointed and will be changing immediately. Show details
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Not
Not
 

Horrendous and incompetent

Needed to relocate our meter to new house on same property, denied receiving the request and delayed the completion of our build by a month. Then 2 and a half months later received a bill for $1600.00 for moving the metre, was told fee would be $900.00 (still ridiculous) asked for a payment plan which was set up for repayment of $2800.00. Stay away from these incompetent fraudsters. Impossible to get straight answer from anyone!! Show details
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707boxhill
707boxhillGreater Melbourne (Metropolitan), VIC
 
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Jane Doe
Jane Doe
 

Terrible support!! Save your money, use a different company

First of all, being on hold listening to their annoying 10 second jingle a thousand times on repeat is enough to send me insane; by the time you get on the line after an hour (if you're lucky) you already feel annoyed before even dealing with the scammy processes of the company. Next, the whole process takes far longer than necessary with all of these questions that have nothing to do with your inquiry.
They are also very sneaky in rewording their exit fee and transfer fees as 'meter reading fees'. As a whole, I have been very disappointed with this company and will not be using them for my next house. Show details
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Smm
SmmGreater Melbourne (Inner), VIC
 

Ok but no exit fee not true

Ok, but when leaving was charged over 40$ in exit 'meter readings' for gas and electricity. Show details
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Brendan
Brendan2 posts
 

Horrific scammers part2

I am so disgusted at this 'company' I will say one thing.
Amongst other things, Lumo have ripped off my elderly mother. And have charged her double the price per kwh than nearly every other retailer out there. DOUBLE.
And she is a pensioner. They said its fine because they have sent her messages over the past few years telling her that they are increasing the rates. What is even more disgusting is that the enflated horrendous overcharging given to my Mother by lumo over the past.number of years is 70 % to 80% more expensive than their own current lumo rates online.
A license to print money off the back of elderly pensioners. Thats who lumo is. Show details
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Carlos
Carlos
 

Call Centre

Sucks they are meant to be aussie and they have their call centre in india Show details
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Jas
JasGreater Melbourne (Inner), VIC2 posts
 

no disconnect charge but its now called final meter reading charge

lumo advertise no connection or disconnection fee but now they call it final meter reading charge . to me its just different wording to charge disconnection fee Show details
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jess
jess3 posts
 

Convoluted and unnecessary

Emailed them to simply ask for their tarrifs as I rent a place that uses Lumo, their email response was for me to call them...
Why the hell do I want to be on hold for 20 min on a call when YOU COULD HAVE SIMPLY REPLIED IN THE EMAIL! Show details
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Achi
AchiGreater Melbourne (Inner), VIC9 posts
 

Good company

I got a very cheap package compare with others providers. Show details ·  1
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Mark L.
Mark L.Metropolitan Adelaide, SA2 posts
 
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Michael
Michael4 posts
 

Shocking

Could not sign up to lumo as I couldn't understand their call centre staff, I needed an interpreter to understand them so much for a Australian company Show details
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DrN
DrNGreater Melbourne (Metropolitan), VIC43 posts
 

Engage in illegal activities

Refused to process an application for the Utility Relief Scheme TWICE because I am physically unable to speak to them on the phone. Disability they are aware of. Had to involve the ombudsman TWICE. Deliberately delay the process which delays when I can reapply. This is illegal and disability discrimination.
Be sure to contact your energy ombudsman should you have issues with them. It costs them money every time you contact the ombudsman. Show details
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ian M.
ian M.
 
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Louisa
LouisaMetropolitan Adelaide, SA
 
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Palanisamy Murugan
Palanisamy MuruganMetropolitan Adelaide, SA
 

Modern scammers: they schedule your connection on Fridays to charge you more

My electricity connection was scheduled on 16/12/2022 Friday morning. The guy came from SA power network and reported "couldn't find the meter"(which can be easily seen from street) they called and said, we couldn't make your electricity connection. If you want connection today itself, again you need to pay $119 more(after hours charges) . I argued about morning connection, but they didn't listen. I can't be in dark for Saturday and Sunday then decided to pay and got the electricity connected for the total charge around $170. They put me into the situation to charge more. Don't go with lumo. Show details
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Mikayla F.
Mikayla F.
 

Absolutely terrible

Don’t live at the house I’m being charged for. They don’t understand that I don’t live there and they closed the account but yet I still get contacted to pay the account.

I DO NOT RECOMMEND LUMO EVER! Show details

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casper_juz
casper_juz23 posts
 

7 Hours on hold and no answer

I have been trying to get Lumo to speak to about my rates - they have attempted one pc - I have made 7 across 5 days, and 5 emails unanswered (Direct to case management team) - to be told this afternoon by the customer service, they can't do anything and will email case manager Show details
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Julie
Julie2 posts
 

Shocking provider. Don’t do it

This company charged us an absolutely insane amount. We were charged 1600 for 72 days. We organised an exit read, they couldn’t conduct this accurately so of course the billing period was extended, to which we were told it’s our responsibility to cover the days it was extended until. When ringing to speak to customer service the wait times are incredibly long and every customer service assistant doesn’t understand or comprehend what you’re saying. I cannot recommend avoiding this company enough. Spare yourself the frustration and financial hardship. Show details
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Santosh B.
Santosh B.
 

If I could give zero stars, I would!

If I could give zero stars, I would - very high power prices, almost non-existant customer service

AVOID Lumo - do not believe that they offer cheap power. I signed up with Lumo after been told that they offer the cheapest power in South Australia. Wrong - it's actually the reverse. My power bills tripled and the bill shows the usage is increased by 5 times. Never ever again will I go near Lumo and never suggest anyone to go for it! Show details

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Louisa C.
Louisa C.3 posts
 
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Steve
Steve92 posts
 

Tried again, again, again & again to call Lumo about my new contract & gave up. Way too many calls from call centres

I am astounded at how long I have to wait on the phone and even cut off after waiting for a lengthy period. Not good.
I HAVE WASTED THREE HOURS NOW WAITING TO TALK TO SOMEONE AT LUMO. WHAT A WASTE OF TIME.
Lumo......you have a problem!!!!!!!!!!!!!!.
I have had so many calls from your overseas call centre and NOT ONE PERSON knows what to do. Show details
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paulmichaelmurphy
paulmichaelmurphy
 

SHOCKING & ILLEGAL

Door knocker advises he will move us from alinta to lumo for a better daily & Kw rate.

Cooling off period paperwork comes 10 days later & the rates are more than current provider. They've transferred during the cooling off period. & they've back dated the charges 3 months in the past " due to meter dates"

Absolute joke. Show details

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JohnC
JohnC6 posts
 

A disaster of a company

I was persuaded by their low rates to swap supplier, but that became a very long process, needing a huge amount of my time to try to fix their multiple errors. Some of their sales people had good PR, but their admin and credit sections are extremely anti-customer. I opted out before they created any further problems for me. Show details
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Dee
Dee
 
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No to lumo
No to lumoGippsland, VIC3 posts
 

Outrageous prices

I got a bill on 24/6 bill: $572.40
Next bill only four weeks later: $801.40
Four weeks later: $1004.99. I live alone and rarely use electricity. Cooking, water and heating is gas. I have now switched to red energy. I would NOT recommend lumo. There is something seriously wrong with the bill amounts. Show details
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shameem a.
shameem a.Greater Melbourne (Inner), VIC4 posts
 

poor customer service and followup

took more then 4 month to get my gas Bill.
concession information was provided to and verified by Lumo but no concessions applied.
multiple call later - concession team is not available until midday and still waiting on getting someone to pull their finger out and do their job Show details
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T Tam
T TamGreater Melbourne (Inner), VIC6 posts
 

unreachable

I have never ever able to contact Lumo after I signed up their electricity 3 months ago via phone call. There is no email confirmation about my account set up, no account number, no statement, does't reply email, doesn't pick up phone call. The only thing I know is the monthly payment has been deducted automatically from my credit card. Is it illegal to deduct my money without providing any statement and without my consent? Show details
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Jeremy
JeremyGreater Melbourne (Inner), VIC31 posts
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Long wait times on phones, no one responds to emails

Unfortunately their onboarding system is very troublesome and there is a constant requirement to call and fix things up like misspelled addresses, prices and names. I've got a couple of properties with them but it's getting very tedious to call and resolve things. Wasted hours in total on the phone. Show details
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Andrea
AndreaSouthwest, VIC3 posts
 
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Jethro
Jethro2 posts
 

Unhelpful and unethical

I had the gas and electricity accounts transferred into my name when my housemate moved to Spain. 4 months later he emails me saying Lumo have billed him. I called lumo and they advised they made a mistake and the transfer was not completed and the bill would need to be paid and they will need to contact my ex housemateto complete the account transfer. So I paid it. Then 5 days later they send me a new bill in my name for that same period. I called and Lumo said I have to pay it because it is in my name even though the energy used and service fees for that period were already paid through my ex housmates account. Straight up unethical business practices. Show details
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Stephen C.
Stephen C.2 posts
 
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