AGL Energy Reviews 3,515

AGL are incompetent. 5mths I've been dealing with them for a gas disconnection, even through the ombudsman who is pushing them, they contacted me today with the issue not yet solved to get me to close the complaint against them to get the ombudsman off their backs obviously... not only did I refuse that, I contacted the ombudsman directly to report this behaviour.... I've taken all my business away from AGL, I dropped Origin years ago due to similar behaviour over billing me for an address I've never owned or lived at... im now with Globird... easy friendly no hassle staff who were more than helpful ending my services with AGL and switching over.... shop around, dont go with AGL or Origin who just bully people and break consumer laws without a care in the world

I have been with AGL electricity and internet for years now and have always been happy with the service except for the last couple of months. We moved house and AGL was reconnected for electricity, gas and internet. Which means they have the correct address details on file. There was an issue with the Wi-Fi signal and when I called, I was advised to buy a second modem as an extender, which I found out later was the wrong advice and on top of this they sent the modem to our old address even after confirming our current address twice over the phone. Well, then I called again about this, and they sent a second modem to our new address. After all this back and forth I had to go buy an extender anyway. Surprise surprise! I get a bill from AGL to pay for both modems and they are refusing to take the first modem sent to the wrong address off the bill without it being returned to them. I had to call three-four times to have the bill issue resolved, even though the calls are recorded I had to explain the whole issue from the beginning each time. Finally, I was put through to the escalation team and was asked to provide a statutory declaration, which I did on the same day but had to follow up again as there was no response for a week. The whole issue went on for about a good one and half months and was resolved because I kept calling and refusing to pay or take blame for their error. I'm just disappointed in the service provided and time wasting. I understand that AGL is one of the cheaper service providers but “you get what you pay for” shouldn’t be the service model.

WORST COMPANY I HAVE EVER DEALT WITH. Called 5 times today to sort my internet not working. NBN was working but they continue to blame NBN outage which is BS. Every time you call back, you repeat the same steps over & over with NO resolution. Last customer service I spoke to (no.4) said, wait 10 min, reboot & call back if not working & they will escalate the issue. What a shock, it didnt work. I called back (like I was told) & spent another hour on the phone to another incompentent operator who kept cutting out & I could hear his kid screaming in the background, asked me to complete the same tests & then he told me to call back TOMORROW to have this escalated as they dont work on weekends!! Waste of effn time. I had the same issue 2 weeks ago & had no internet for 5 days. I experienced the same (lack of) service from AGL & completed the same steps over & over & over. They are RUDE & simply just don't care. I have been with AGL for many years but I'm so sick of their constant drop outs, their customer service "call centre" is terrible & basically they just don't give a shit about your problems, how long you have to wait or how many times you have called trying to fix it! SERIOUSLY AVOID AGL. THEY ARE COMPLETLY USELESS, THEY DON'T CARE & I WOULD NEVER DEAL WITH THEM AGAIN.

Easy to deal with and no problems at all l.

I received an estimated AGL invoice for over $2,400 because they claim they could not access my business meter, which is located in a major shopping complex in Sydney. This is now the second bill that has been estimated and is significantly higher than our actual usage.

I contacted AGL to explain that the amount is clearly incorrect and excessive. As I am currently away, I am unable to access the meter to provide a photo. I requested that another meter reading be arranged, but this was refused. I was told the invoice would stand unless I supplied a photo myself.

For a company that provides essential services, this level of billing inaccuracy and lack of support is unacceptable. I would not recommend using a provider that cannot deliver a reliable and fair billing service.

Time was approaching to either renew my plan with Origin or look at a different energy company for a better deal. I contacted Origin to see if I could negotiate a better price but they weren't going to budge, even though I'd been a customer with them for 15 years. So I went to AGL following advice from a online company who matches people with new providers. After 24 hours I received a welcome email from AGL with the details of the plan that I'd signed up for,......well most of the details. Missing were the solar feed rates which I'd been quoted the day before. All the other financial info was there like how much I'd buy electricity off them for but nothing about my solar contributions. I contacted AGL to see if they would send another email including the feed in solar rates as I wanted it in writing. The team member from AGL that I spoke to said that it wasn't necessary as my solar deductions would just be taken off my quarterly bill total and that I didn't need it in writing. He kept speaking over me, totally oblivious that all I wanted was a sentence in hard copy in the rates via email. I hung up frustrated. I promptly contacted the company that had negotiated AGL and left AGL. Not a good experience. If they are willing to treat someone like that even before the 10 day cooling off period comes around,...imagine what they do to other customers. Arrogant and pathetic. If you like to have things in writing like I do,....read the documents carefully.

Best energy provider, fair as it.

AGL is the worst company in the country. Terrible service with no way to reply to harassing emails, phone calls never get answered. Legal threats the moment you are5 mins late with a payment. AGL is the absolute worst company to deal with.

Was with them for 7 years until I started getting 700$ bills, I work full time and live alone, if your looking for fair prices look elsewhere

Absolutely disgusted with the way you operate. I’ve been on the phone for over an hour and have not gotten anywhere with this. I cannot be verified bc of no reason from my end. When asked to speak to a manager in charge I was told that “Jack” already left at 4pm! And that there was no one else to speak to. Geez I wish I could leave at 4pm instead I have to work 3 jobs cim on teachers wages and have to put food on the table. Stay away from this company. Absolute frauds

We have been loyal and true to Agl for over 15yrs and in return I've received nothing but lies and scams all the way, 2 mths back Agl offered a personal package deal for better rates and it ended up with us leaving. Terrible, terrible phone staff and very disappointed with all the lies, they were sending us bill more then 2mths in advance.....

Communication, poor.
Billing system, convoluted.
Rates, bill maximum and pretend innocence.
Rating, Zero Stars.

Will never use these guys again . Once I pay what I owe I'm Changing providers. They over changed me from the beginning said they they would fix it . 9 months later they still didn't fix it all they did was divide they bill into 9 months and said it was right. What a Rip off.

Connection did not happen on the date advised. I was told the meter was not accessible and then on another occasion the meter was dirty. Neither of these was true (supported with photo evidence).
The process was complicated, had to talk to too many people and I am not sure they really got it.

The worst possible call centre, rude, non-English speaking background and, not my responsibility type. Repeated mistakes in the invoice, extensive delay in answering calls, very poor service all along. AGL should be ashamed!!!

You don’t pay any fee in to us and you charge 50 cents per kw and give us 2 cents. Please can we call me back with your response sap not happy

Purchased a house and needed gas supply .
Chose AGL and seamless connection occurred on the date specified . Good work .

WORST company ever!!!! They make promises just to lure you in & then when you ring to ask them to explain, they blame you for NOT UNDERSTANDING!! CHARLATONS!!! A cold caller from AGL, rang to offer me this GREAT deal.... went onto advise I would get free Netflix for a year if I switched over to AGL. I thought that would be great for the grandkids when they visit. I started getting emails from Netflix telling me to sign up. So I did. Then Netflix advised I had to pay. I rang AGL to ask them to explain & AGL gaslit me & said I didn't understand & that the plan I am on doesn't include Netflix & I would have to go on another plan & PAY MORE to get Netflix. I said, that was not what I was told. I asked to speak to a supervisor, which is when everything went to hell. The call centre guy started berating me & vehemently saying I couldn't speak to anyone other than him. The matter escalated & he became irate & very rude. When I came home a few days later after a trip, there was no electricity in the house. It had mysteriously turned itself off.... WTF9!!!! I rang AGL & they said they couldn't help me as there wasn't an actual power outage in my area, then told me to ring an electrician. CHARLATONS!!! I'll be going back to my previous provider as I never EVER had issues with them.

It's really disappointing how customer service/experience can be so poorly affected due to the agent's sales agendas. Understanding they have goals to meet, they can still be human on the other side of the phone, rather than seeing you as another target or hit.