topic Failed direct debit in Energy Accounts & Plans

Failed direct debit

Tarryn — Wed, 23 Apr 2025 22:09:17 GMT

Has anyone else had multiple attempts at setting up direct debit only to be sent an email after the bill was due saying "unauthorised transaction"? I've called AGL multiple times to discuss this and re-set direct debit up, the same thing keeps happening. Direct debit is meant to save time, not add to it!!! There is ample funds in the account and I've accepted the direct debit agreement so thought this would be authorising.

I'm thinking of leaving AGL.

Re: Failed direct debit

Melissa36Dosset — Thu, 24 Apr 2025 05:49:27 GMT

Hello!

Repeated "unauthorised transaction" errors with AGL direct debit despite setup attempts and ample funds are a frustratingly common issue. This likely stems from internal AGL system errors, incorrect data entry on their end, or less commonly, bank-specific requirements. To resolve this, escalate within AGL customer service, formally complain if needed, contact your bank for their perspective, document all interactions, and seriously consider switching energy providers if the problem persists, as direct debit should simplify, not complicate, bill payments.

Re: Failed direct debit

SYED_AGL — Mon, 28 Apr 2025 03:35:22 GMT

Hi,

Thank you for reaching out. I’m really sorry to hear about the trouble you’ve been experiencing. I can completely understand how frustrating this must be for you, and I truly appreciate your patience.

The repeated unauthorized direct debit transactions are certainly an error on our part, and I want to help get this resolved for you. Please contact us through this link: https://www.agl.com.au/help-support/contact-us. Our dedicated team will be able to investigate this further and ensure everything is sorted out for you.

Thanks again for your understanding, and please don’t hesitate to reach out if you need further assistance.

Re: Failed direct debit

Jeffc — Tue, 05 May 2026 02:43:18 GMT

Thank you for accepting that the error is an AGL error, as I was originally told by AGL that it was my banks error. For now I just need to know for peace of mind that this issue doesn’t reoccur, I am on a fortnightly aged pension and don’t do direct debit as it sometimes falls at the wrong side of my pension being deposited into my bank. I also need the money taken out incorrectly by AGL to be credited back into my account as quickly as possible so that I can pay my car insurance which is unpaid meaning I cannot currently drive my car.

thank you

jeffclarke

Re: Failed direct debit

ChrisE_AGL — Tue, 05 May 2026 23:37:44 GMT

Hi @Jeffc

If you haven't contacted our support teams directly already to request the refund.

I'm more than happy to assist, I'll be sending you a Private Message to collect account information to look into this further for you.

Thanks, Chris