topic Re: Refunds in Energy Accounts & Plans

Refunds by cheque

Anngst — Tue, 28 Nov 2023 03:23:37 GMT

Why do you send refund cheque instead of simply crediting my bank account?

Re: Refunds

NeilC — Mon, 27 Nov 2023 09:35:24 GMT

Good question to AGL.

I suppose they have not heard that cheques are going to be obsolete in the next few years.

Maybe because instead of doing a pay anyone that occurs in a few minutes with most banks they can wait why the bank takes 7 days to process the cheque (even though you may bank with Westpac) they can add to their extra profit for the year.

Lets wait for the answer..

Re: Refunds

Anngst — Mon, 27 Nov 2023 22:39:44 GMT

and add to that the extra 7 days between raising cheque and delivery to customer

Re: Refunds

David_AGL — Tue, 28 Nov 2023 00:46:45 GMT

Hi @Anngst - you'll only receive a credit refund via cheque if you haven't arranged to receive them directly to your bank account (or if you've paid via Australia Post.)

For more information on receiving credit refunds and getting set up to receive them automatically, take a look at https://www.agl.com.au/help-support/energy/billing-and-payments/payments/request-a-refund-or-credit

The easiest way to get a refund is to shoot us a message via the AGL app or your My Account page

Re: Refunds

Anngst — Tue, 28 Nov 2023 01:08:57 GMT

Thanks David,
but every time I click on your "send message" your site sends me back to
my home page. no option to send a message that I can see.

Guess I'll have to phone - as usual.

Re: Refunds

Anngst — Tue, 28 Nov 2023 01:31:41 GMT

Hi Again David

I have just spoken with a lovely lady named Mel at AGL. She advised me that refunds can NOT be AUTOMATICALLY credited to my bank account but that I need to CALL AGL each time and request the refund. Which is different to what your message implies. So who is correct? If it is you, please let me know what I need to do. Just realised your "Leave a message" probably only works from phones and your Chatbot is useless as it only answers very specific questions.

Re: Refunds

David_AGL — Tue, 28 Nov 2023 02:04:09 GMT

@Anngst are you a solar user? If so, you'll be able to receive credits automatically.

If not, you will need to get in touch each time - but you don't need to call. There'll be much less waiting if you send through a message on the app or My Account.

You're correct that the chat bot on our messaging is limited to handling more common queries, but you can always request to get in touch with a human agent.

Re: Refunds

David_AGL — Tue, 28 Nov 2023 02:05:15 GMT

When you say it sends you back to your home page, do you mean your My Account overview page? If so, you should see a "Message" icon in the bottom right. Let me know if you're not seeing it.

Re: Refunds

Anngst — Tue, 28 Nov 2023 04:29:57 GMT

Thanks David.
I see the message icon now.
Not in a very obvious spot though.
Perhaps the website should tell customers where to look.
Cheers

Re: Refunds

Anngst — Tue, 28 Nov 2023 04:33:57 GMT

Hi David.

Apparently we are now all set up to receive automatic refunds to our
bank account - according to the Resolutions Manager - after I submitted a
complaint feedback.

Thanks for your help.

Re: Refunds

David_AGL — Tue, 28 Nov 2023 04:34:51 GMT

Glad to hear we could sort it out for you!

Re: Refunds by cheque

profdraper — Fri, 26 Dec 2025 23:08:24 GMT

What is this? Why on earth would AGL be sending cheques when so very few banks will accept or have the option to do so?

Only after an SMS prompt from AGL, I had to ask for a refund. The AGL app also indicated that this would be refunded to the original payment method (Card), makes sense. To my surprise, a cheque arrived today which is not unusable with any of my banking accounts.

I have now written TWICE to AGL payments and AGL Compliants & without any response in cloase to a month now.

So I have less credit in may account, a cheque I can't use, and am ignored by AGL.

Next step will be the Ombudsman & my local MP, & withhold any future payments. This is completly unnaceptable.

Re: Refunds by cheque

NeilC — Mon, 29 Dec 2025 07:17:43 GMT

@profdraper

Yes, from 2028 cheques will be phased out.

A check on the internet shows four "banks" do not accept cheques. I personally have never heard of any of them.

Have you attempted to present your cheque to your bank???

I am in whole agreement that the use of cheques is outdated, my bank, Westpac has not given me a new cheque book for over 15 years.

Yet the cheques from AGL are issued via Westpac, Level 1, Kent Street Sydney. My Super Fund now uses my bsb / account number and the money is transferred into my Westpac account within 30 seconds of the payment.

Re: Refunds by cheque

Lester — Mon, 29 Dec 2025 08:04:11 GMT

"a cheque arrived today which is not unusable with any of my banking accounts."

I guess you mean it's not usable . . .

Very sure I have seen other threads on here about people having problems cashing or banking cheques received from AGL.

It's something that should be stopped, as many banks / other instiuations have already stopped dealing with cheques, and they are mandated to be fully obsolete by Sept 30, 2029 anyway.

Re: Refunds by cheque

Mia_AGL — Mon, 05 Jan 2026 03:10:02 GMT

Hey there!

We are aware of the change and acknowledge some bank is stopping accept cheque. However, during this transitioning, we hope you understand why we can't just stop it completely as many other bank and customer still preferred having their refund via cheque.

If you got a cheque refund and your bank doesn't accept it please give us a call and we can organize an alternative refund method for you for that refund and any future one.

Kind regards,
Mia