topic Re: AGL Refund nightmare in Energy Accounts & Plans

AGL Refund nightmare

Tony_S — Tue, 06 Oct 2020 07:33:35 GMT

Just want to share my unpleasant experience dealing with AGL.

I have been requesting a refund of my AGL credit account for more than 4 months. I have exhausted all communication options (online chats, emails, phone calls) and the fund is still yet to be transferred ... the answer is always "We've done our part, now it's all up to the AGL payment team to transfer the money". The emails to payments@agl.com.au have not been responded, the phone calls which escalated to resolution team managers consisted of empty promises, and online chats to request a call back ? ....zero.

A bit of background, the credit in my account is result of an incorrect removal of my government solar scheme by AGL and had been re-instated (and back paid by Energex).

I hate to say this but shame on you AGL. Your customer services are way below standard and you still haven't refunded my money.

Re: AGL Refund nightmare

Ellen1 — Thu, 08 Oct 2020 21:59:58 GMT

Hi Tony_S!

Welcome to AGL Community!

This is disappointing to hear, we certainly want to get your money back to you.

Given that you have spoken with our managers without resolution indicates to me that there may be a bigger issue on your account.

I would recommend you connect with out Resolutions Team via the AGL App or My Account so they can investigate and escalate the issue if needed.

Thank you

Ellen

Re: AGL Refund nightmare

Tony_S — Fri, 09 Oct 2020 04:36:51 GMT

Thanks for the information Ellen.

I have been in contact with resolution team and escalated to team managers on few occasions. The responses were similar that they acknowledged the issue had been handled poorly and should not take as long. The decision is still in the un-responsive payment department and they have no control over. They are all promised AGL will contact me, instead I've got a response from you Ellen, in this regards thank you.

I'm willing to listen for other suggestions if any, otherwise I have to take it to Energy and Water Queensland.

Regards

Tony

Re: AGL Refund nightmare

-Nam- — Mon, 12 Oct 2020 01:59:59 GMT

Hi Tony_S!

We can certainly check your account to see where this has progressed for you and let you know of any updates if we can, please send us a private message.

-Nam-

Re: AGL Refund nightmare

Tony_S — Mon, 12 Oct 2020 13:01:15 GMT

Hi Nam

I presume what you are referring to sending a private message is to reply the email to admin@community.agl.com.au?

I have replied the email with my AGL account detail. If that's incorrect, please suggest otherwise.

Regards

Tony

Re: AGL Refund nightmare

David_AGL — Tue, 13 Oct 2020 00:57:00 GMT

Hi @Tony_S , sorry for the confusion here. To send @-Nam- a private message, you just need to click on his name, and then click the "Send a message" button on his profile.

Re: AGL Refund nightmare

aB8554 — Tue, 03 Dec 2024 09:39:53 GMT

Trying to get a refund out of AGL is like trying to get blood out of a stone.

I have been informed 3 times now that the refund is approved and will be sent but it never arrives

Re: AGL Refund nightmare

glenys1 — Mon, 17 Nov 2025 07:14:20 GMT

I have faced a similar dilemma. After more than 3 phone calls/emails etc, I cannot get AGL to do 3 things, even though I was assured that they had been done.

1. Transfer my credit amount (~$560) attached to my former address at Aspley to my new address at Chermside.

2. Ensure my CPAP is registered at my new address at Chermside;

3. Confirm that my concessions have been transferred from my old account to my new one.

Does AGL have any idea how much time people waste, whilst AGL staff promise everything, yet seemingly, deliver nothing when it comes to simple transfer of service????!!!

Re: AGL Refund nightmare

NeilC — Mon, 17 Nov 2025 08:01:43 GMT

@glenys1

Hi Glenys,

You have entered a forum/blog that is available for persons to communicate for like minded persons.

It is sponsored by AGL and and you can "explicately" say what you like, however there is no guarantee that an AGL authorised person may answer.

You should contact AGL via email, chat or phone to communicate to them directly.

The link is https://www.agl.com.au/help-support/contact-us

You can click on the link above safely.

Do not in any circumstances supply any personal details on these pages.

Re: AGL Refund nightmare

LindyLou — Tue, 18 Nov 2025 18:52:10 GMT

I'm sorry to hear that.

I've had my credit (nearly $900) defunded to my debit card. Did you also use this method or was it a BPay etc? (I'm saying if it was these methods, it would be quicker. If by cash, it would take longer.)

Is there a stack of receipts?

Re: AGL Refund nightmare

glenys1 — Tue, 18 Nov 2025 22:37:21 GMT

Hi
No. All I wanted to do was transfer my credit from my previous address to
my new one. How much time should that take? Many weeks and multiple
communications, in my view.

Glenys

Re: AGL Refund nightmare

SYED_AGL — Wed, 19 Nov 2025 00:01:37 GMT

Hi @glenys1

Thanks for reaching out and sorry to hear that.

Please send us your account details via private message, so I can personally look into this for you or escalate it if needed.

We are here to help!

SYED

Re: AGL Refund nightmare

glenys1 — Wed, 19 Nov 2025 06:49:21 GMT

my account = 41833757.

I have now had about 6 or 7 communications with AGL. Despite my requesting
that they do NOT ask me to ring AGL, this is all they seem to want me to
do. What doesn't AGL staff understand about this? I have requested that
all communications be by email or letter.

I do not have the mobile phone capacity (nor any more patience) to keep
waiting on the phone with AGL telephonists, for someone with some common
sense at AGL to fix my 3 issues. I am sick of promises, without any
positive outcome.

I've relayed my 3 or 4 issues to AGL on multiple occasions, and STILL have
not had any satisfactory outcome.

Are you in an 'escalation' role? If not, please refer my complaint on. I
no longer want to deal with people at the bottom.

Thank you.
Glenys Bolland

Re: AGL Refund nightmare

LindyLou — Wed, 19 Nov 2025 09:35:43 GMT

I hope you get some resolution soon.