"My mother is 83 years old and suffers…"

My mother is 83 years old and suffers from various health conditions limiting her life expectancy.

She recently received a rather high energy bill from AGL and spoke to their customer service agent over the phone. She was informed there is a credit of approximately 300 dollars due back to her but she must 1st make a payment of approx. 641.00 dollars , wait 3 months before receiving the credit.

The demand makes no sense : their demanding an old lady to give you her full pension ( leaving her no money for food or medication ) and they will give her a credit in 3 months time! To my horror she was very stressed and paid them the $641.

It appears they are taking advantage of an old sick pensioner to feed their pocket by taking her pension when in fact they should have followed calculation : (Amount due - less credit = amount payable) giving her enough money to live on, not threatening to cut her power and take the food from her plate!

Before I lodged a formal complaint with Consumer Affairs , I ask them to write to my mother with an explanation and how they will rectify their poor behaviour. This matter has caused a massive amount of stress and she lost a lot of sleep and a trip to her GP.

She has been a customer for over 25 years, hence a little bit of respect please!

I've been dealing with their incompetent customer service staff whom are coming up with every excuse other than resolving the problem.

"Helpless Customer Service | $neaky Plans | Poor Communication"

AGL changed my solar saver plan and email went to Spam folder. They also added demand plan and reduced solar FIT to 5c. After calling 131 245 to resolve issue, customer service operator tried to do me a favour by switching my plan to 10c with cap on first 14KWH. I asked politely why the demand price added to my plan and how to remove it. She explained this was Energex issue and I'll be charged to put a request to remove it. When I didn't initiated it then why I was put on demand price. AGL needs to waive off the Energex charges or absorb the costs. This is sneaky tactics as demand charges money goes to AGL not Energex. Lady become agitated when I asked I have to switch providers and discuss with friends and family for alternative providers if AGL is not happy to resolve issue such as removing demand pricing, cap on solar plan, offering high FIT. I explained in a polite tone that I appreciate that she is unable to do anything as AGL is not interested in retaining customers. I feel Resolution team is not trained to handle the enquiries or they're not provided with ample resources to understand customer needs.

"Very bad customer service"

Very bad customer service. As a beginner with AGL, they did not even listen to my query or concern and the girl whom I am talking with hang up the phone on me. She treated me in a very upsetting way. Not a good start with you AGL.

"Advertised Seniors Saver plan, not cheaper rates"

The Sept 2022 seniors card news letter promoted AGL Electricity "Seniors Saver Plan". The even have a Seniors 1300 call line! They offer $100 credit for moving from another supplier and $25 credit for existing customers moving to the Senior Savers plan. We already get our electricity through AGL so I thought I should check out the discount rate offered to seniors. Yes I am 70yrs old. We when I called the number it turns out that there is NO Senior Savers plan. They have an AGL Value Saver which is available to everyone. This the plan that they put you on if you ask about their promoted seniors plan. I was already on this rate! Seems like false advertising to me! Also watch out for the new "demand" pricing, you can pay 44.9c per kwh between 2pm & 8pm on weekdays, on this plan.

"Amy from customer service team…"

Amy from customer service team excellent service 👏 👍 great asset to the company. A very happy individual who infectiously makes you happy and cared for over the call 🤗

"Accepted my request & now it’s been…"

Accepted my request & now it’s been cancelled….wt?

"The electricity team are very good"

The electricity team are very good, left me a instruction note on my door after the connection. My gas meter have some issues previously therefore the connection has been delay but the gas team are equally good too !

"I was an easy sign up process and…"

I was an easy sign up process and everything that was promised was delivered on. Thank you AGL.

"shonky and deceptive company"

CHANGED TO AGL ABOUT 4 WEEKS AGO WAS TOLD PRICES WERE STABLE AND NO INCREASE WAS TO HAPPEN,.AS THE PRICE RISE WAS AT THE1st OF AUGUST SO I CHANGED SUPPLIERS.
THIS MORNING I RECEIVED A LETTER FROM AGL INDICATING THE MY CHARGES WERE TO CHANGE
AS YOU CAN IMAGINE I WAS THRILLED TO THE BACK TEETH WITH EXCITEMENT.
I WOULD ADVISE ALL PEOPLE TO GIVE THIS COMPANY A WIDE BERTH AS THEY ARE VERY SHONKY AND DECEPTIVE NOT TO BE TRUSTED AT ANY PRICE. THEY DONOT EVEN RATE ONE STAR,
IF YOU WANT TO BE RIPPED OFF, OPEN AN ACCOUNT WITH THIS LOW LIFE OF A COMPANY.

"False advertisement on AGL website using renter.com on the website as commercialising $100 connection promised"

On AGL moving page on the top of the page as I was signing up there was a commercial saying 100 dollars for your connection from rent.com which I never got I understand I have to speak to that company but you got understand that that advertisement was on your web page I am very disappointed if rent.com can't produce the goods as in advertise false slike fake advertising on your web page as I'm signing up with AGL I'm trying to say it's on agl's website and I'm very frustrated when a gel told me that I need to sort it out with rent.com all of a sudden another company is involved but the commercial is on agl's website 1 star half of star no star . I am very disappointed in the professional professionalism in commercialising so this is the commercialising manager that's up the webpage next time you want to do a deal with friend come and get paid for it but we don't as it AGL customers.