topic Re: Misaligned Rates Showing in App in AGL App

Misaligned Rates Showing in App

GE33EK — Tue, 11 Nov 2025 06:06:09 GMT

Hello,

I recently signed up for a new EV night plan. Shortly after I realised that it was more expensive. So, I asked the operator to use the cooling off period to return my plan to the original plan. They were kind enough to oblige.

I checked the app a few days after to find that the rates were now higher than both plans, my original and the revised one.

I spoke again to an operator who confirmed my plan was returned to the original plan rates, but when I open the app it shows new very expensive ones.

This misalignment is concerning because the operator tell me it is correct, but the app tells me it’s wrong. I’m not unclear if I am being billed at the correct rates given the app showing higher prices.

Can someone please correct the app or fix the bug, or, provide a credit to offset the incorrect billing until it’s fixed?

Re: Misaligned Rates Showing in App

SYED_AGL — Sun, 16 Nov 2025 23:17:48 GMT

Hi @GE33EK

Thanks for reaching out.
We’re happy to look into this for you. It appears there are two separate charges—one without GST and another with GST included.
Please send us your account details via private message so I can review this personally.

We are to help!

SYED

Re: Misaligned Rates Showing in App

GE33EK — Mon, 17 Nov 2025 00:55:51 GMT

@SYED_AGL

If the chat agent was quoting ex-GST, the numbers should match after adding 10 percent:

Example:

48.62 c/kWh * 1.10 = 53.48 c/kWh

Your app shows 56.62 c/kWh

That’s too high to be explained only by GST.

Same for supply charge:

87.417 * 1.10 = 96.16 c/day,

Your app shows 100.93 c/day.

Again, higher than a GST-only difference.

I will message you my account number shortly.