topic Re: Can anyone explain why I updated billing info but still get a late pay penalty? in Energy Accounts & Plans

Can anyone explain why I updated billing info but still get a late pay penalty?

Xiaofeng — Wed, 21 Aug 2019 03:47:59 GMT

Due to my credit card expiration, I updated my billing info but AGL didn't take money from the new card, so I ended up with and overdue bill, so I paid more than I should. I consider it AGL fault.

Can I get refunded ?

Re: Can anyone explain why I updated billing info but still get a late pay penalty?

jayden_AGL — Wed, 21 Aug 2019 05:40:34 GMT

Hi Xiaofeng,

Welcome to the AGL Community!

If you've missed out on any of your discounts due to an AGL error, then it's only fair that this difference is credited to your next bill. I can't help you with this here I'm sorry to say, but our customer service team can.

Kind regards,

Jayden

Re: Can anyone explain why I updated billing info but still get a late pay penalty?

Xiaofeng — Wed, 21 Aug 2019 05:47:37 GMT

Yes, customer service was the first guys I contacted. One of the guys asked me to send an email to billing team which I did. The billing team replied "the bill is located", and I was charged without discount.

So now I've talked to Customer Service, Billing Team, AGL Community, seems nobody have gave a clear answer what/why happens.

Re: Can anyone explain why I updated billing info but still get a late pay penalty?

jayden_AGL — Wed, 21 Aug 2019 22:58:09 GMT

Hi Xiaofeng,

I'm sorry to hear that you've been given a run around.

Please send me a private message (by clicking on my username - jaydeny) with your AGL account number and email address and I'll be happy to help further.

Cheers,

Jayden