topic Re: E-Bills keep going to the wrong email address in Energy Accounts & Plans

E-Bills keep going to the wrong email address

kandpm — Thu, 19 Dec 2019 03:25:03 GMT

Over the past 8 months I have tried numerous times to update our e-billing email address. Have used My Account, the AGL online chat and also the AGL phone number. Each time the system and the agents have said that the record is updated, and in My Account it shows the correct email address. BUT, bills are still going to our old email address after all these attempts. I am paying $50 per month to keep an old email account open because I just know that AGL will try to charge me late fees if I don't pay on time, even though they are using the incorrect email address. I have been with AGL a very long time, but I think the only option left for me now is to cancel and move to another supplier. $50 per month for an email account is money I never get back.

None of the AGL customer service reps have solved this - any other ideas before I move suppliers?

Re: E-Bills keep going to the wrong email address

David_AGL — Thu, 19 Dec 2019 23:49:46 GMT

Hi @kandpm . That sounds like an odd issue. Hopefully we can get it resolved. Do you have access to the old email address your bills are being sent to?

Re: E-Bills keep going to the wrong email address

kandpm — Mon, 20 Jan 2020 02:34:57 GMT

Hi David

The old email address at which we are still receiving accounts is [removed]

Apart from the frustration of having to keep this old account open, it is that the AGL agents both on phone and on chat insist that the problem has been solved. Our most recent accounts this week still went to this old address.

Re: E-Bills keep going to the wrong email address

David_AGL — Fri, 03 Jan 2020 05:14:54 GMT

Hi @kandpm . Apologies for the delayed response; I've been on leave for the holidays.

When you visit https://myaccount.agl.com.au/ and go to the Manage Account tab and then Contact Details (Not Login Details) does it show the new or old address?

Re: E-Bills keep going to the wrong email address

kandpm — Mon, 20 Jan 2020 00:57:13 GMT

Hi David - we also have been on holidays. The new email address is showing in both Contact details and Login details. Any clues?

Re: E-Bills keep going to the wrong email address

jayden_AGL — Mon, 20 Jan 2020 02:38:55 GMT

Hi kandpm,

Thank you for getting back to us.

If you can send me a quick private message (you'll need to click on my username - jaydeny) with your AGL account number and current email address, I'll be happy to take a closer look at your account for you.

Cheers,

Jayden