Lumo Energy Reviews 23

I switched energy providers from Tango Energy to Lumo Energy on the 16th of July 2025 as Lumo had cheaper rates for both electricity and gas. I recently received my first electricity bill from Lumo and it's incorrect. They are asking me to pay electricity costs and service charges to the property from the 27th of May to the 15th of July, and then from 16th of July to 21st of August.

Since I only moved across to Lumo from the 16th of July 2025 and the previous period from 27th of May to 15th of July was fully paid and I was with Tango, I should only be charged for the current period (16th of July to 21st of Aug), not from the 27th of May as this was already paid to Tango energy.

Lumo energy is fully aware of this issue and are aware that the 27of May to 15th of July has been paid to Tango but they insist that I call Tango energy and ask for a refund so that they can bill me instead for this period. I don't believe this is right as I expected Lumo to send me the correct bill from the 16th of July to 21st of August even if they have billing rights from the 27th of May they should contact Tango and organise this issues between themselves and not expect us the consumers to do their job for them. I just want Lumo to send me the correct bill for the correct time period.

Ombudsman has been contacted as well.

Trash company

Signed me up for an address down the street and then asked me to procure documents impossible for a tenant to procure to prove I didn't live at the house

Absolutely appalling customer service.
Bills incorrectly invoiced, no consideration provided and extremely difficult to reverse.
I will never again sign up with them, and from experience pity anyone who does.

I received an electricity invoice from Lumo stating that my previous invoice remained unpaid and that "immediate" payment was required. In fact the invoice had been paid on the due date and my account was actually in credit. Fortunately, I had checked my bank statement a couple of days before receiving the new invoice, and, therefore, knew that the invoice was wrong. I rang and complained but it was a waste of time. Lumo offered no apology and said that the "unfortunate situation" was due to the fact that its accounting is handled by 2 departments - one for processing payments and one for raising invoices. Apparently, there is no overlapping between the 2 departments. If there had been an overlap, the overcharged invoice would have been identified and notification of the error - including a revised invoice - could have been sent. The government rebate plus the payment that Lumo had demanded, if paid, would have meant that my account was in credit in excess of $110.00 - funds that Lumo would have been wrongfully accessing and using. With cost of living expenses, Lumo's attempt to seek further payment of an already paid account was shocking, appalling and completely unacceptable. However, and notwithstanding that the "unfortunate situation" was created solely and completely by Lumo, Lumo's position is that there "is no fault on its part." Lumo also specifically stated that it does not and would not "concede any error" on its part. As it is solely responsible for raising the incorrect invoice, I am at a loss to understand how (1) there is no fault on its part and (2) it insists that it will not acknowledge the error was of its making.
You cannot rely on the accuracy of Lumo invoices.
Its attitude is arrogant and dismissive.
Interestingly, when I asked for a copy of the recorded telephone call purportedly to "resolve" my complaint, I was told it would not be provided and, further, that any request from the Ombudsman's Office would also be refused. Lumo was not transparent in its conduct and was somewhat disingenuous in its explanations as to why the "unfortunate situation" occurred.
I will be moving to a different provider

This company is a total embarrassment. Used their online message service and was told to call them anyway. Called them to discuss a problem a client is facing with their account. Asked to speak to the credit dept or hardship team. I was advised neither would take a phone call to offer assistance. On top of this their price plans are way too expensive. Lumo is a total waste of space!

Awful customer experience.
Emails take days to reply, no continuity to phone calls. I have been without a gas connection for one week and have not been offered support. I have received multiple delays. Strongly suggest using one of the many other reputable suppliers

Really easy to switch to lumo energy. Highly recommended if their rates are competitive for you

Also if you refer a friend you get a $25 voucher, please use my code if you need to 8437735 and enter it in the refer a friend section when you sign up.

Victorian Energy Compare suggested Lumo. I signed up, but the Agreement Schedule Lumo emailed me was for a MUCH more expensive plan. When I emailed them - using the link in their email - it bounced back as 'Undeliverable - recipient rejected'. So I called them and they said "Just agree to what we sent you and then contact us within 10 days and we will change the plan". Ha! Not likely. Shonky from the very start. Stay Away. Stay Away. Stay Away.

Terrible company to deal with. We are a family of 5 working full time with everyone out of the house during normal work hours and receiving $70 per month in the height of summer for our electricity bill with a full solar set up. I chose to leave due to this and I was $250 ahead on my bill and now they will not refund my money unless I provided them with a full bank statement showing them my transaction and account details. I have never had this issue before and they have been terrible with their customer service. Would NOT recomend anyone deal with this supplier. Stay well clear!

I recieved a $284.86 bill for 5 days use. I can prove that it is an estimate not an actual meter read. I took photos of my much lower meter numbers and sent them to lumo. I also have been told by sa power that it is not an actual read. Despite evidence lumo keep lying to me, saying it is a actual read. I have spent 3 hours in a week being put on hold and many emails to achieve absolutely nothing! I will never join lumo again. Stay away!!!

I've had Lumo energy since moving to Melbourne 6 years ago. Occasional, typical frustrations, but generally - they provide good and consistent services and I check yearly for cheaper services and Lumo is always the best value!

They kept charging me even though I cancelled..
The customer service is outsourced overseas so very hard to deal with.

The worst!! Very bad customer service!

Worst most unprofessional company in Australia. As an Australian I am embarrassed to know that we have a company like this in Australia. When you phone them for a query you are put on hold for up to 1 hour.
Then when you do finally get through it is some Indian in India. During covid lockdown they continually contact and Harrased customers for unpaid bills.
They were worse than Nazi's.
Good Riddance to them, I am know with an energy company that cares for their clients.

I receive a txt message this morning saying that my gas evenpay is going from $24 a week to $50 a week. My yearly bill is less than $1000 but they want me to pay $2600 in the next year. When I called to ask why the response was the company has decided and that was that. What a joke as soon as my account is finalised under the new agreement I’m leaving this is disgusting

I was informed by my energy provider LUMO that we required the fitting of a smart meter to our house so they could hookup our new solar system.We are now two months in and two house visits and have just been told we will need to wait another month to perhaps have said meter installed.I have contacted this company for a resolution and they have been totally useless .So I issue this warning to all would be customers stay clear of LUMO as they have no clue when it comes to customer service and problem resolution.
As an update they LUMO have said they will attend my home and complete the switch on 18/05/22 .I will await this with some apprehension as I have been disappointed before ,I will keep you all updated as to the outcome.

Totally incompetent verging on criminal!!!
Conned me into having smart meters fitted then continued to charge me for the meters they removed as well as the new ones. It took from August 2019 to March 2020 for them to realise their error even though I complained on several occasions as my monthly energy bill rose from £77 to £120 and still wanted me to increase my direct debit as I wasn't covering my energy use. They even accused me of stealing energy as my old meters must have been under reading!!! I live alone in a 2 bed bungalow. I understand they are now part of OVO so beware.

Avoid, avoid, avoid. Charges appear from nowhere, regular price increases, shocking customer service, worst experience I have had with an energy retailer...............and they are all pretty bad so this is some effort!

I have had nothing but trouble with this company since joining them June 2019.

They were working out my bills incorrectly every month and every month I had to contact them to correct it, they are also only available via email which is a nightmare.

I eventually got to May 2020 and thankfully have moved to EDF however.... we are now in September 2020 Lumo have still not issued my final bill and every time I email they say it’s because they don’t have the final meter readings from EDF.

I have contacted EDF they supplied them 2 months ago and told me if they are saying they don’t have them all they have to do is ask for them again through Industrial Flow.

Again I went back to Lumo only to be told they don’t have my final meter reading and nothing to say they are asking for them again, even though I told them what they needed to do. No acknowledgment about Industrial Flow.

I would like to mention at this point, I am fully aware during my switch over we have been going through a Pandemic which is why up to September 2020 I have been very patient about the delays but they clearly have no idea what they are doing and should not be trading.

This company are fine when you are with them but when you find a new tariff with another company they make up a bill to suit themselves. I had a credit and now all of a sudden in debit impossible to contact. Say they will contact you made a complaint don't even respond. AVOID AVOID AVOID.