AGL sucksWhy does this site exist? Well I’ve had enough of AGL’s shenanigans, and have decided that if I can’t resolve my issue, I can at least try to shame the company into improving their business practices, and maybe save other people some grief at the same time.
If you’ve had problems with AGL (and I know many people have), have your say and share the pain.
If you think you are stuck with them, you do have a choice. Go to http://choiceswitch.com.au/ to compare utility companies for the best deal.
Anyway, if the fact that I was moved to create this website isn’t enough to indicate how irked I am, maybe the following account might be enlightening…
February 2007 – I move into my apartment with a work mate. The electricity is connected in his name. So far so good.
November 2007 – Flatmate moves out due to a family crisis and returns north. New flatmate moves in.
January 2008 – Realise I haven’t taken over the electricity account, and call to get it changed into my name.
March 2008 – I’ll come back to this date in a little bit.
June 2008 – Apartment is sold, so we have new landlords, and new rental agents.
August 2008 – Bill arrives addressed to “Dear Occupant” in addition to a bill for the same period addressed to me. I call AGL customer service and tell them I’m not a new occupant. They ‘fix’ the problem.
November 2008 – Receive a bill to “Dear Occupant” and to me. I call AGL customer service and tell them I’m not a new occupant. They again tell me they will ‘fix’ the problem and tell me to ignore “Dear Occupant” bills.
December 2008 – Overdue account notices sent. I get annoyed and look very closely at the bills. Discover that since February 2008 I have been charged for the wrong service address:
“Dear Occupant” being charged for my apartment, but my name was being charged for a different apartment in the same building. I call customer service and inform them of the error and state that I have been paying the wrong account. They ask me to get the correct meter number (even though they have the correct number on their system). I go downstairs (in the rain) and get the meter number. At this point I state that since they have made an error, I would like my account to be recalculated before I pay any more. I am told this would be done.
January 2009 – I get letters from a credit collection agency addressed to both Dear Customer and me. I call customer service and explain the situation again, and then ask for a supervisor. I’m put through to a supervisor and explain again. I again ask for my account to be fixed. I am told to ignore the collections letters. I’m getting a bit annoyed, and I figure if I change utility companies, at least I can finalise things with AGL. Switch to another company, get free movie tickets and a welcome letter. Things look up.
February 2009 – I get “Final Disconnection Notice” and call again directly asking for a supervisor. Customer service refuses to put me through until I’ve explained why. I do so and get connected. I explain the situation AGAIN and am told it will be fixed. I ask for a statement of my payments and incurred charges dating back to February 2008. I’m told that this cannot be done. I ask for something in writing stating what they will be doing to fix the problem. I’m told this is impossible. I ask to speak to someone higher up and after arguing for a few minutes I am put through to a ’specialist’. I explain again what has happened and ask for something in writing. I’m told this will be fine.
April 2009 – More bills arrive. I call customer service again. I’m put through to supervisor again. Told not to worry.
June 2009 – Receive 4 bills on the same day addressed to me, all with different amounts. After scouring the bills I discover in 6 point type the period the bill is for and realise these are backdated bills. Some payments have been taken into account, but at least $400 has not been accounted for. Call again, ask for supervisor, but I’m not put through. The customer service representative asks how she can help, and again I ask for a statement expecting the usual “sorry, we don’t do that”. Instead she says “no problem”. I state that all I want is a final bill. I’m not trying to avoid paying. I just want to pay the correct amount and settle the issue once and for all.
July 2009 – Today. No statement. No accurate bill. Nothing else from the other electricity company. I register aglsucks.com and begin to spread the word.
Looking around on the web, I’m finding a lot of unhappy AGL customers out there. This website is here to bring these scattered reports into one place in an effort to shame the company into changing its business practices, and maybe save other people from experiencing similar problems.
If you’ve been touched in a bad way by the Australian Gas Light company, have your say and let others know.
Spread the word on twitter with #aglsucks. These posts will be gathered together on this site.
Take it to the EWOV Ombudsman, I had to with my issues with AGL which are not that disimilar to yours. I tried dealing with customer service, the customer advocacy department & even the general manager presiding over the area, all to no avail.
Aweful, aweful, aweful company. Will never go back and strongly advise everyone else to avoid AGL at all costs. They are hopeless.