AGL Energy Reviews 3,515

Electricity and gas not yet disconnected 2 weeks after notice (written and phone).

Was on a payment plan, missed the payment with them. They proceeded to demand the entire amount before reconnection.

Contacted ombudsman, power reconnected and changed provider to one that actually cares about its customers.

I requested a refund and was told it would take 5 to 7 days as time passed I had received no confirmation about my request. I made several calls regarding this and was told it had been processed. Now after another call made by me I’m told it will take another 4 business days. No one from AGL ever bothered to notify me about anything it was all me chasing everything up

Worst Company Ever - Terrible Experience

I had such a horrible experience with AGL. I started using their gas and bundled it with a SIM and NBN plan. After a ton of back-and-forth, they finally got my SIM working, but that’s where the problems started.

I found out that I was being charged by both my old NBN provider and AGL at the same time. Turns out, my service was never even transferred to AGL, and they were charging me for nothing. I tried to reach out to customer support, but they were completely useless. No one knew what they were talking about, and I just kept getting passed around.

On top of that, they sold my account to credit companies, demanding money for a service they never even gave me. I explained everything to them, and now they’ve stopped contacting me altogether.

It’s crazy that such a big company has people who don’t know what they’re doing. Please do a favour to yourself. Avoid this Company.

Note I have only reviewed less than 5 companies in my life. Most for good reason. I will be reposting same to other platform as well. Their service and how they waste my time make me frustrated make me write this long review.

I've been with them a few years. On this current bill they added about $3 to my average daily usage and charged me about $250 more on my bill.

Absolute garbage company. Extremely expensive electricity, abysmal customer support. Their NBN service is the worst I've ever had, constant drop outs, awful tech support. Rude customer support but I can see it would be soul crushing dealing with millions of angry customers with just 20 staff.

Tried disconnecting our nbn about 8 times now, still no disconnection and a bill for the next period?

Most abysmal call centre service support to date. Passed on twice, went through validation 3 times and had to explain the situation each time. Question was in relation to life support equipment rebate. They left a message to call back, first two operators had little to know idea what I was talking about. The first thought I was after live support. Eventually found someone to help that tried to advise my application was expired? How does an application expire? The form was signed in December by my doctor and it’s now February? My patience has expired and moving on from this experience

I never thought I would be ripped off by an energy supplier until I used AGL Energy. I was living with my partner in a studio apartment. We chose AGL, believing that a major player in the market would provide decent service. However, I was shocked when I received a bill charging us a staggering AUD 1,000 for the first month for just two people in the household. Notably, we were not visited by any meter readers.

We contacted customer service—despite the incredibly long wait times on the phone—and they tried to justify the outrageous bill with ridiculous excuses. Long story short, we had to pay the bill first, and AGL converted part of that amount into points we could apply to future bills. We honestly felt taken hostage, and every month we worried that they would overcharge us or scam us with unexpected bills. There were no meter readings; instead, they relied on "estimates" because it was during the lockdown. We genuinely didn’t believe we used that much gas or energy, but we accepted it to avoid dealing with their terrible customer service again. DO NOT USE AGL ENERGY! They will rip you off if they can.

Large Credit dissapearing overnight from my account, AGL justify that by reconfiguring old bills. The resolutions team do nothing, constant problems with meter installations, wrong totals on bills being sent. Hours of my time spent arguing with different teams no resolutions provided, basically they do not care at all about their customers, they are a nightmare to deal with.

Im receiving subscription emails from AGL But I STILL can not get the app working to pay my bills the parent email password prompts don't work, phone calls to AGL seem useless too.

The process to connect electricity were great, however, after the electricity is connected, I was told that the rate has changed.
I know I have a choice to leave, but it was just connected a couple of days NOT event a month yet.

I was provided with a final bill,, which was paid. But then they are now harassing and intimidating me to pay some extra. This extra cant be justified ????

Is this really a professional company ???

I set myself up as Authorized Representative on my mother's energy account some time ago as her health declined that allowed me to handle her bills & to ultimately disconnect her energy from her village unit that had solar panels as she had recently moved into a nursing home. Her account had over $1000 in solar credits that I thought would be automatically credited to her bank account that was registered with them. I received a text on my phone that I needed contact AGL to arrange the refund. The first person I spoke to was of no help whatsoever and kept saying that because the account was closed they no longer had access to the bank account registered with AGL. Next thing I was told was they had deleted my contact details and I was no longer the authorized rep and to grant the refund they needed to speak with the original account owner. Well the original account owner is now in a nursing home due to significant cognitive impairment and is unable to hold a meaningful conversation. After getting nowhere with the first person I asked to be transferred to a manager (A30019581) who refused to give her name as at that stage I was looking to make a formal complaint that AGL had lost my details on my mother's account and appeared to be refusing to refund the credit. After a long heated discussion she asked me to email the POA yet again as she did have access to the registered bank account (so previous person lied to me) and could then transfer the credit today. She told me that what I was asking her to do could be a scam even though all I was trying to do is credit the refund to the bank account that was already registered with AGL for bill payment as direct debit. I say AGL are totally incompetent, unprofessional, uncaring and has stupid policies that deletes important account information on disconnection but before all items have been resolved. After this experience I will never deal with AGL again.
I am sure if we had owed them money on disconnection they would have debited the bank account straight away and there would have been no discussion around scams or access to banks accounts.
After reading many other similar reviews about refunding credits it is very clear that AGL are making this process as difficult as possible hoping that you will eventually give up. On one review I read the reply from AGL thanked the person for the information as it would be used to improve their customer service. Clearly no action has been taken to rectify the problem so it must be company policy to act this way.

Very poor customer service, difficult to get help from anyone. After having consistent issues with my internet since moving, I tried calling for assistance. I was left on hold and eventually gave up and hung up. I decided to send an email through instead, and after a week of no response I tried calling again. Eventually I got through to someone who was somewhat helpful but after some checks said it's not their fault, I'd have to call a technician. When I asked if the upgrade to fibre would fix the issue and how I go about getting it installed, all I got told was I'd get a notification at some point. Can't say I've been impressed with their service and am considering moving another provider.

Can't change my plan on the app or on their website as it keeps asking to update my details. Contacted support and they kept asking me to try online. Took about an hour of back and forth before they changed it. Most frustrating hour of my life! Will definitely changing to another provider but will most likely incur a cancellation fee, no doubt! Also can't even find my account number on the app to add to this review lol TERRIBLE...

We signed up to NBN with our electricity, such an inconsistent product. Decided to cancel. Took 2 months at $90 a month to get it cancelled and over 10 phone calls. Beyond difficult beware this is really a scam. I would not recommend this service at all

Was straightforward to signup and received timely notifications on the status of my account activation.

Due to the unsatisfactory performance of AGL's Internet division, my subscription was cancelled, and prior notification was given to ensure a refund.

AGL subsequently issued documentation indicating an $18.90 credit, which could only be retrieved by providing banking details to an overseas call center.

Upon requesting payment by cheque, it was communicated that AGL no longer issues cheques. Additionally, when asked to apply the credit to either the gas or electricity account, it was stated that this was not possible, despite AGL's advertising that all accounts are managed in one place.

The call center assistant, "N", repeatedly insisted that bank details were the only acceptable method for processing the credit. It is imperative that AGL empowers their assistants to resolve such issues or, when necessary, escalate the call to a supervisor.

When requested for a reference number or operator number to have evidence of the call for further correspondence to AGL, it was refused.

On this occasion, AGL's service was inadequate, and they still owe $18.90 credit for over two months.

If an AGL account is not paid, AGL charges interest. It remains to be seen how they will respond to owing a refund and not paying it with interest.

Issues I have had

AGL forcing a meter upgrade twice: The first was declined with no issue. The second attempt of AGL I was informed the day before of the meter upgrade. Upon calling they informed me they had no record of the refusal. I then informed AGL this was a breach of the telecommunications act and if anyone stepped foot on my property the police would be called for trespassing (the only way they canceled the booking).

NBN overcharging/plan changes: The price changes at random you will be overcharged and/or doublebilled for dates. You are only credited on your next bill after a call to let them know. They will do this without you knowing so check your bills!!!

NBN outages: The fist call center tells you after 45min of testing and failure it is your routers fault. (I think this offshore call center is paid by calls that are not escalated) Got through to the onshore team and in another 30min it was fixed after they contacted their supplier. Horrible experience to get the fix.

Electricity and gas: Check your meter readings!!!

AGL energy supply: Power outages aren't reported correctly in my area. The only way you know its not just you, after looking it up, is to walk outside and talk to your neighbour.