AGL

WebSite - Not really very user friendly. Chat service on web site -Very Good (makes up for the deficit of design) Admin capabilities below Average.[Took all my details over the phone but didn't translate to input outcomes]

Had a very pleasant and helpful conversation with Najina (located in Adelaide) yesterday regarding my account. She walked me through how the account works and what certain parts of the bill consist of and explained the solar rebate and how my usage can be mitigated. Well done Najina, I hope that you receive positive feedback from AGL regarding your exemplary customer service! missnesse25 :)

I’ve had very few issues with Agl, I check every year and update my plan to the beat rate and have been happy with my bill amount.

Sometimes they forget to email me the bill and I don’t find out until it’s overdue and I have to contact them to get the “early” discount amended. I’ve never had a problem amending it but it can be a bit annoying.

About 2 years ago I was a long time customer with another provider, but then AGL came to the party with a compelling deal for solar customers.
When the geniuses at IPART dropped the solar feed in tariff from 60c to 6c, I found myself feeding enough energy into the grid to run a Tesla Model S around 5000 KM's for a $58.00 return over 3 months.
I was almost ready to turn the things off when AGL came to the rescue with a 20c FIT.
I have since increased the size of my solar array, and feeding in about twice as much as I consume.
Because solar panels are so much cheaper than they were 10 years ago they no longer need an overinflated FIT, I'll do a review about Sunboost as well to explain further.
As solar stands now, you can install a system with a payback period of 3 years or less. Given that they should last up to 25 years it's pretty much a no brainer. I wish I could get a 33% return on my Super.

I contacted AGL at the end of October 2019 as I wanted to move away from Origin (gas) and Click Energy (electricity).

AGL at the time was offering a plan with a $75 credit on both accounts and a google home mini.

After receiving confirmation emails from AGL I waited and waited for the Google Mini to arrive. Eventually I contacted AGL in December only to find out that:
1) the google mini was discounted and no longer available;
2) my gas and electricity accounts were still managed by Origin and Click Energy.

In January 2020, after complaining, my application was escalated to AGL management (Yasmin first then Elizabeth).

The two managers still could not figure out why AGL was unable to move my accounts across.

The 25th February was the last time I heard from AGL (lots of promises and good intentions but still unable to explain why they couldn’t do their job!)

On 5th March I rang AGL to find out about my gas and electricity. The operator couldn’t find a request for my gas account.

At that point I rang Origin who confirmed that my gas account was still with them and they had no pending requests from AGL.

I have now switched my electricity account to Origin and they managed to have me up and running in less than 3 weeks.

My advice to you is to keep away from AGL.
And well done Origin!!!

I have been a loyal customer for over 8 years and enjoyed a 32% pay on time discount. Now as a result of “the government requiring them to change plans to all have the same base rate” they have seen fit to not offer the discount and instead offer a measly 7%. They rely on the fact that the term of each offer is only for a year despite this being in place for the last 6 years at least. Beware as whatever offer you or on could be removed! UNAUSTRALIAN!!!

I hope people read this and go to the competitors!!! Simply look at the amount of bad reviews !!

Also it looks like there are feeble generic attempts to pacify customers by agl doing the “responsible thing” when posting poor reviews. Jayden, prove me wrong and reinstate my discount that I have had for the last 3 years !!!

Ps I have been to the ombudsman and they don’t get involved with pricing.

On April 2018, I moved to my new apartment with my partner and signed up with AGL for both elec and gas. We have noticed both elec and gas bill were much higher than we used to pay. Then I contacted AGL and got told that this is normal because I moved to a new suburb, the rate was different between two suburb and as well as the building. A few month later, I did a rate comparison online, and find out I could save more than $100 dollar over a quarter by changing to another provider, so I did. And I have just received my GAS bill from the new provider - it was 80$ less than AGL over the same period (Sep-DEC). I would not recommend AGL. And do a comparison here https://www.energymadeeasy.gov.au/ to find out if you could save some $.

I have never had a $600 quarter invoice before IN MY LIFE! I called and they did not care, I offered a payment plan and they would not accept. They keep emailing and texting from a no-reply address and phone number so I am unable to communicate to them in writting. I looked into another provider and turns out AGL rates are so expensive so I switched. Still unable to contact anyone in writting about a payment plan, I didn’t even get a full copy if the last bill just an email saying it to was close to $600 - all support when I call is overseas.

Shocking.

I have been with AGL for well over a year now at my current address, My bill has been increasing at a steady pace ever since. This time last year I was paying $50 per month. I changed my plan to Essentials saver plan 3 months ago which was a better rate yet my bill is still increasing. I am single and travel for work frequently so rarely at home yet my bill keeps increasing even after a rate reduction. I supply the meter reading via their app so it is not estimate. I received my bill yesterday $80 ?. The only change I have made is I purchased a new fridge which is a 4.5 star rating and this was before plan change so my usage should have improved if anything. One last thing to note is my account is in credit so AGL takes it upon themselves to take payment immediately instead of the due date. I have heard all the usual responses from customer service, They pray on people getting so frustrated that they just give up and pay up. Well I have plenty of knowledge and experience and won't be going away. *AGL Please feel free to contact me with an acceptable response*

We cancelled our AGL gas services in December 2019 but we received a bill of $318. How is this possible? When contact AGL they said, "forget it, the landlord will pay for it because the bill is not under your name". Really?? What a rip off and daylight robbery!!!

Have been with AGL (Electricity and Gas) for almost a year now and haven't had any problems whatsoever. I had enquiries in the beginning and they were able to quickly help me through the app messaging service.

Their app works very well and payments are seemless. Also received money back in my account for 'appreciation'.

It took AGL basically 3 weeks to simply provide the power authority with a request for abolishment of service. This was after at least a dozen calls I made between AGL and the power authority for AGL to get their request correct. At one stage AGL even tried to say they are not the service provider (with no further offer of assistance) for the property which left the power authority baffled. Complete incompetence!
I would certainly be giving AGL a wide berth when it comes to selecting a service provider.

I have been with AGL for 8 happy years for both my gas and electricity account. It was brought to my attention by my neighbour that we have been paying each others bills as our metre numbers have been mixed up on the bills (his have been higher than mine). I rang AGL on numerous occaasions to fix this- the first lady said that that I have over paid by $300 and a credit note would be issued. Fast forward a month and I hadnt heard anything and my bill that was put on hold was taken from my account. This morning I was told that a new rule was brought in and that we can only fix problems going forward- they cannot give me a credit note for the 18months I have overpaid them. Moving providers. AVOID AGL at all costs..!!! Disgusting, disgraceful behaviour.

After investigation the Vic gov web site AGL rates looked pretty good, rang the call centre and discussed moving my electricity over, l was on Tod tariffs of Peak, Shoulder & Off Peak with solar rebate, the consultant said l had to transfer over then after this was done l could go onto the rates that l had wanted to move to which was Seniors Tod tariff Peak & Off Peak with solar rebate, sound great, so l transferred. After I was moved over, rang to change to the plan as agreed, well that’s when the story changed, NO l couldn’t move, was put onto the AGL resolution team to sort the issue out, well after numerous emails, phone calls talking to numerous members, even after asking for the previous consultant, no that wasn’t possible, the story keep changing of what the issue was stopping my tariff change it was United Energy stopping it, United Energy said it was AGL , you couldn’t talk to the same person, they were reluctant to reply to emails, preferring to ring me, naturally a different operator with a different story, they made me feel like a football getting hand balled around the team, no one takes ownership or accountability, it’s a circus, finally miraculously l could go onto the tariff l wanted, but no not the one from the Vic gov web site, but another one which has a two tariff rate of Peak & Off Peak, but also a summer demand charge of 61cents a KWh. That was the final con job, l had been mislead and strung along for 2 months, so l have moved to another retailer, in closing don’t get conned by their advertising, the smooth talking consultants, it’s not worth it, look at the customer feed back on this site, l wish l had before moving to AGL, it would have saved a whole lot of my time and angst.

My friend just opened accounts mistakenly under my name with AGL on 16/03/2020, then stupid story starts. I don't know why AGL sent 3 bills from 06/06/2019 to 29/02/2020. really disappointed as i have been used energy Australia since 21/02/2018. Why they sent me stupid 3 bills which i havent used with AGL??? And trying to disconnect with this company but they are keep changing and trying to not close this stupid account. As u guys can see i have paid energy Australia all the time. Finally I figured out that the bills provided by AGL with NMI number is wrong one not my NMI number so the resolution staff sent me a confirmation email. But still can’t figure out what are the agl thinking about, really disappointed l!!

I just reached my retirement age, got my pension and applied to AGL for my concession. The surprise was that they refused to do the discount on the household as they did at Sydney Water, but insisted to go through the pain to create a new account for me the pensioner, having to cancel as such the existing account in my wife's name.
Then they read me the small print on the phone for a long time. I never had such a long and fruitless conversation before with any institution, bank, state in a few countries I lived in.etc. Then Art told me that I would incur about $12 fee for electricity for the meter and $16 for gas which I did not understand what they were for. So what is this money for? I can only suspect it is a fee for opening a new account which I should not have incurred had they just amended the existing contract with them. It looks like they bank on the confusion they throw in such trustful customers as us.
Nevertheless, I had the feeling that they cannot get right the name, address, email... My fears materialised. They set the new account on the wrong address, for a different apartment that is. How could they not even verify that that property is not in my name .... after they kept me for half an hour on the phone? But perhaps it was just a honest mistake..., a typo.
The second day, on Sunday, they read me again the term and conditions as I was about to sign a major life depending contract. I had to point out that I am on my limited phone minutes so I cannot hold all day for them because they kept me waiting repeatedly for long periods. Their call centre message was minutes long and irrelevant. Mind you I had to call them four times so far. But it's not over. My wife is right now on the phone with them yet again. On our minutes. We are lucky we are in lock down so we have time to spare.
But what Art, the agent had failed to tell me the previous day is that if do all this account opening online I save $100 or so. He said that it is faster with him but failed to mention that his service costs us $100. Is there a bonus for Art in it in signing new customers? How is that for an honest commercial practice? We gave him 10 marks. We change that to One. But we gave now 10 marks to Jeremy the last agent we talk to from the resolution department.
I am not sure this would work though, I’ll have to wait and see a few days at least.

I was an AGL customer for years . When i changed my power over from one property to the next they continued to send my final power bill to the old property when they stated in writing that it would go to my new property, it should have been seamless. Well... the first i know about it was when i applied for a loan and there was a black listing which wouldn’t allow me to get a home loan. After hours of phone calls over months of requests I had to go to the ombudsman to get it sorted. And then apply through verda advantage to sort out a measly $200 bill. AGL is a horrible company that does not care for its customers even when they knew they were in the wrong. Rot in hell.

I have been an AGL customer for well over 10yrs. Recently got Solar installed. When I called up 2 months ago to query if the solar was installed correctly, I was put onto a new plan. At the time the woman did not tell me that by doing so, that I would lose my current 14% on time discount or 2% double up discount. I ring up today and they tell me that they can no longer give me that discount back because the notes written in my profile state that I agreed to that. Why they would think that I would "agree" to losing a discount I have had for over 10 years, I have no idea. I'll be joining Origin shortly as their rates are practically the same, just so I no longer give my money to AGL. I am so appalled by their response, their absolute deceit and lack of customer service to someone who has been a customer for such a long time.

I have just had the most awful experience with AGL on top of an equally awful experience late last year. Being out of the country for a month of the billing period last year meant nothing to AGL!! The ‘estimation’ process ensures bills are overcharged. Switched to a Smart Meter and suddenly the bills are running at HALF the other bills. Spoke to 5 people in the so called resolutions team and quite frankly it was useless. I am coming back at them once I have 12 months of the Smart Meter results under my belt. Their old meters are simply incorrect but not in a way that favours the customer- no surprises for guessing that they have inflated usage. Service was poor at best. One star and dropping. Shame on you AGL in these troubled times with health and the economy.

I have used AGL Gas and Electricity for over 2 years with consistent usage and subsequent payments of the bills as specified. Apparently there were 2 separate meters for gas that I was unaware of. AGL recently did a meter reading and sends out a cumulative bill from this other meter for over $1000.00.

Unfair to be putting this on their customer when it was their own error. Will be changing my gas and electricity supplier and will most certainly not be recommending this company to anyone else in the future.