AGL Energy Reviews 3,515

Good cheap stuff friendly

1 star review, 17 calls over 19 weeks yet 0 resolution. Genuinely disappointed with the level of service provided by AGL. What should have been a simple smart meter reconfiguration has turned into months of wasted time, broken promises and empty assurances. For a company of their size and reputation I expected far better communication, accountability, and follow through. It shouldn’t take this much time and effort for a simple Tarif change to a smart meter that is completed remotely.
Disgraceful!

AGL have a few predatory business practices you need to be aware of. It’s impossible to opt out of excess charges that they automatically levy onto you.

For electricity: you will be automatically changed to a more expensive “Core” plan at some point. You can absolutely go back to the cheap plan, but you have to request it manually - so if you aren’t paying attention, your charges go up for literally no reason until you notice it.

For mobile, which you can bundle with electricity: you get a small deal for the bundle, something like $10 off. But if you hit your data cap, you are automatically charged $10 per extra gigabyte with no way to opt out. This caps at $30 extra dollars per month. Their app is so slow at recording your usage that by the time you get a warning, it’s too late - you’ve been charged for the “data boost”.

Do not recommend AGL unless you’re willing to spend hours fighting them and their bad business practices.

After receiving my September 2025 Electricity Account I identified two discrepancies on the this account, Firstly, the the credit balance carried forward was less then the stated amount on the previous bill. Secondly, a bill smothing payment of $70.00 (paid and acknowledged by AGL on 30th June 2025) does not appear on my September account.
I contacted the chat line and after a protracted amount of time without resolution I was finally directed to AGL's payment section. After numerous email contacts to resolve my queries they were unable to explain the discrepancies I wanted resolved. In fact I recieved no help at all only that the payment had been received (no mention of the credit balance error). To add insult to injury I was referred back to the chat room!!

I seems that the staff are not properly trained in managing accounts, do not understand customer service or are schooled to avoid communicating valid information to customers

As a major power supplier in Australia AGL is long overdue for an investigation by an idependent body and held to account over their disgraceful corporate behaviour.

AGL is fine as a energy provider. However, they keep pestering me to swap my phone and internet over to AGL, I've have said no so many times and it is getting very irritating.

1. Change policy to rip customer off.
2. Extremely bad customer service, laterally hang up the phone without ending the conversation after I requested cancellation of the plan with worst attitude
3. None-stop sales call affecting my work and rest.
Overall the worst energy company I’ve every seen, if you’re looking at this review, don’t choose AGL, save your time and trouble

I am extremely disappointed with the service from AGL, particularly with Resolution Manager Austin. His attitude was arrogant and dismissive, and he did not resolve the issue at all.

Previously, another team member and I had already come to a resolution regarding my account. However, I later discovered that the calculation was incorrect. When I raised this with Austin, he refused to listen, repeatedly telling me the matter was already “resolved.” No matter how many times I explained that the figures were wrong, he ignored me and shut down the conversation.

What made this worse was his attitude: he told me I could not record the conversation without his permission, but that AGL could use their recordings against me if needed. This came across as arrogant and unfair — as if customers have no rights, while AGL can do whatever they want.

It feels like Austin doesn’t care about customers at all, and uses his position as a Resolution Manager to avoid accountability. His behaviour shows exactly why customers lose trust in AGL.

I hope someone from AGL actually reads this and takes action. If you see no response from AGL to this review, that should tell you how they operate internally — protecting each other instead of helping customers. Very disappointing experience.

WORST COMPANY EVER! WORST CUSTOMER SERVICE EVER! Three months after i left AGL and succesfully swapped over my account to my housemate i am still getting bills through and they keep telling me im still the account holder. Absolutely useless company and its impossible to get anywhere - please avoid like the plague and literally pick any other company

My problem with AGL started around April '25 when I noticed I hadn't received my usual gas and electricity bill. I went online to try and check my bills and got the message that I had an "invalid email address". I contacted AGL who acknowledged the problem and said they would fix it but never did. I contacted them a couple of weeks later and started getting the run around which escalated to threats of service disconnection and legal action for unpaid bills that I had not at that stage ever received. (My email address was never the problem).

Eventually I contacted the Energy and Water Ombudsman of Victoria (EWOV) who contacted AGL. That got AGL moving. They sent me bills that they claimed were overdue. Some of these were obviously invalid. Another had been paid months previously. I also noticed that on one bill my electricity plan had been changed without my authority. I immediately paid all valid bills, including one with an unauthorised change of plan.

Early on AGL said they were referring this matter to their fraud department. Some months later I received a hard copy letter from them claiming that my account had been compromised. In the meantime I had moved both my gas and electricity accounts to another retailer because I was disgusted with the behaviour and attitude of AGL support staff and also worried about their system security.

I started receiving abusive and threatening phone calls purporting to come from AGL demanding money etc. I believe some of these calls did come from AGL because they later acknowledged and apologised but some I suspect were from scammers who appear to have ready access to my account information at AGL.

I went back to the ombudsman who have consistently evaded and avoided the whole issue. On one occasion they sent AGL false information stating that I still had active accounts with them.

I have not been able to get straight answers from either AGL or the ombudsman. I wrote to the CEO of EWOV who promised to investigate. So far just more of the run around.

If this is the work of scammers, it seems highly unlikely that they would just target one person like me. I suspect but can't prove that AGL's entire system has been compromised by scammers and that both AGL and the ombudsman are involved in a cover up. Possibly a massive one.

I have kept records of all correspondence and have provide them to both AGL and EWOV.

I now see this as a public interest issue with the potential to impact many AGL customers.

The mobile boosts of $10 are automatic & will be charged automatically - I got 3 boosts of total $30 within hours of each other - go figure if you want this kind of CRAZY service...

I finished 50GB plus 30GB boosts all in space of just 1 Week!

If AGL pays me back the $30...I will retract this bad Review.

In the meantime they are definitely : The most Ridiculous Telco ever in the hIstory of Mankind!!!

AGL NBN on FTTP has been a nightmare: constant drop-outs every day, speeds that collapse in peak times, and endless reboots of the NTD/router just to get back online for a few minutes; I’ve tried factory resets, new cables, direct Ethernet into the NTD, off-peak and peak testing, and logged speed tests showing big swings and packet loss, but nothing has fixed the instability support is polite but scripted (“restart, factory reset, try another device”), there’s been no clear fault explanation or proactive investigation, and no meaningful credit despite ongoing outages on a fibre service; on FTTP, reliability should be the bare minimum and AGL hasn’t delivered it for me, so I’m switching providers and would not recommend.

Do not use them they hire stupid people overseas who can’t speak English and their staff in the call centre are very rude waste of time and can’t help people

Great experience

I’m really disappointed with AGL. They are not affordable at all. My bill this year has almost doubled compared to last year, even though we are very careful with our electricity use. I always switch everything off when not in use, and no one is home during the day, so it doesn’t make sense for the usage to be this high.

I emailed AGL to ask for help, but they didn’t do anything. I even asked them to check the meter, but they told me that I have to do it myself. For a big energy company, I expected better support and transparency.

If you’re looking for an energy provider that actually cares about their customers and helps them when they raise concerns, I wouldn’t recommend AGL

I am stunned! Just received an estimate for one MONTHS electricity bill for our 2 bedroom unit of $1700 dollars compared to $196 last months in the dead of winter. Their excuse was it has been estimations and not actual readings. I am currently on maternity leave and there is no way my Partner and I can pay this. How can anyone justify 750% increase from one MONTH to another. Has this happened to anyone else? What are my options AGL Energy ?

So far extremely disappointed with my switch to AGL. The gas wasn’t connected when we moved, even though I gave 3 months notice. I tried to tell one agent that we didn’t have an NBN modem but was convinced that the router they sent would do the same job, I then tried to order an NBN modem and was told it would show up early this week and still haven’t heard a single thing.

Online support chat & customer service on the phone are very friendly and helpful.

I live alone and only use gas for hot water and the stove. I don’t even cook every day. Yet AGL charges me $5–$6 per day, while others in a similar situation pay only $1 a day. This is greedy and a disgrace to commercial law.