"I need to keep chasing up for a request…"

I need to keep chasing up for a request to change a meter to smart meter. Their first contact customer service team is unable to answer ANY question. For ANY general question, they refer to customer resolution team and then rounds and rounds of chasing despite escalations and escalations and by luck I can speak to the relevant party. Compare to 3 yrs ago when I was still their customer for many years, the quality of customer service had been significantly deterioated. Their offshore call centre staff are not knowlegeable to answer ANY question. When AGL contacts customers, they communicate
like typical scam calls.

"AGL deducted money without my permission for 3 times!"

If there was a negative star option, I would chose that. For 3 times, after trying to set a fortnight payment plan AGL takes my money with random direct debits that were NOT approved. This meant that during new year I had no money to pay my mortgage and buy food. When asking for the refund it takes 3 to 5 biz days. It is outrageous!! As I type this, once again they took money from my bank account and the way I discovered was when I tried to pay for my groceries and the counter said I had insufficient funds. The humiliation I had to pass because of this company is ridiculous! Run from it! They direct debit your account before you even finish a sentence, but to refund the money that they took WITHOUT MY PERMISSION, it takes 3 to 5 biz days whilst they leave a single mother of 3 without money to feed her children! DESPICABLE!! One mistake I would take, but 3! As soon as I get my refund this time, I am out! Again, stay clear from them!

"Have been overcharging us for years-…"

Have been overcharging us for years- latest quarterly gas bill is over $1400 when the only gas we use is for hot water and stove. Called to ask them to investigate and they basically said it's our problem

"I submitted online application and then…"

I submitted online application and then when i wanted to change address as my address has 2 street names (corner plot) they did a 2nd application and did not give me the $75 + $75 rebate for electricity and gas. The overseas staff are not trained well.

"Worst Customer Service!"

The customer service is the worst. I have called through 3 times about the same issue in a month. Each time they advise that the lengthy conversations from the previous phone calls where I was provided reference numbers for, were not able to be found and no action was undertaken after each phone call. After the first phone call, within a week an invoice was reissued with a higher figure for the same period. The invoice was meant to be removed.While speaking with a manager about resolving the situation, the manager hung up on me. Only when threatening to go to the ombudsman was I able to get anything resolved. Appalling!

"Incorrect charge on NBN account"

Incorrect charge on NBN account, new account, not all discounts applied. So, 2hrs/5 different people to try and fix, and then they logged me out (6pm) without resolution. Final chat message was for them to rtn call. See what happens.Very poor
Update 5/1 - another 30mn on chat, was going to be handed over to 7th person, i gave up. Will be cancelling service at the earliest convenience

"AGL NBN customer service - big disappointment"

NBN customer service - Disappointment

I have electricity and gas connection with AGL for almost 4 years. It has been good so far.
I wish to add NBN to my home internet as there is a good deal for the existing customer with electricity account.

I called today, the Customer service was good to enquire about electricity and gas but after they transferred me to their NBN customer service. I was on hold for a while then it automatically cut off.

AGL 's NBN customer service will need a big improvement in this area to get more customers connected.
They don't realy care about customers.

Now , I will look for another provider with a better NBN customer service.

"Embarrassed and struggling"

Recently being scammed of everything I have and AGL have assisted with claiming grants and extending bill payments until next year when hopefully the thief is court and I can pay my bills

"Gas and elec ok, NBN not so much"

Gas and electricity connections went simple without a hitch. When I followed up on the NBN connection 3 weeks after I requested a connection ASAP, I was told I needed to make an appointment and wait for a technician who wasn't available for another 5 days. Why wasn't that appointment made when request was first submitted?

"Incredibly unhelpful"

My request to disconnect my usage from my previous home was not processed (even though I indicated to do exactly that when I followed the "I'm moving process on their website") and I ended up paying approx $160 for a period that neither I nor anyone else was in that property. I tried to raise this issue multiple times with the chat app and I received no help at all. Thanks for nothing, I'll be switching to another utilities provider very soon