topic Re: Payment Extension function not in Payment assistance page in Energy Accounts & Plans

Payment Extension function not in Payment assistance page

SydneyPN — Fri, 09 May 2025 03:20:08 GMT

After finding the information to set up a payment extension for your energy bill (electricity or gas) the function does not appear as instructed. Images below show the instructions and the second image show only payment arrangement and not payment extension.

This functionality use to be here as I have used it before.

A payment arrangement is not the same functionality and doesn't allow to set up the full amount in a future date.

Re: Payment Extension function not in Payment assistance page

Corajoy — Sun, 11 May 2025 11:02:31 GMT

I'm having the same issue! Have you found a solution or heard back from AGL?

Re: Payment Extension function not in Payment assistance page

SydneyPN — Sun, 11 May 2025 11:59:03 GMT

I have not heard from AGL yet as far as the functionary returning to the page. However I ended up calling and asked the customer service agent to extend the date on my behalf.

Hoping AGL returns the functionality soon as calling took time waiting to move through the queue. The chat functionality was slower to respond compared to the call.

Re: Payment Extension function not in Payment assistance page

SYED_AGL — Tue, 13 May 2025 03:32:43 GMT

Thanks for reaching out.

I understand how inconvenient it can be when you're trying to request a payment extension online and run into errors—I'm really sorry you've had that experience.

Sometimes, the system may block online payment extensions if there's a payment that's been outstanding for more than 90 days. In these cases, we recommend giving our AGL Resolution team a call so they can review your account and offer you the most suitable options for support.

However, if your payment history is clear and there are no overdue amounts, the issue may simply be a temporary glitch with the online system. If that's the case, a quick call to our team can also help clarify things and assist you in getting the extension you need.

We're here to help, so please don’t hesitate to reach out if you need further support.

Re: Payment Extension function not in Payment assistance page

SydneyPN — Sun, 11 May 2025 23:59:57 GMT

Thank you, I dont have anything outstanding and it had been a very long time since requesting an extension.

As it is a glitch can you please alert or create a service desk ticket with the AGL digital team so that this functionality is reinstated.

Many thanks.

Re: Payment Extension function not in Payment assistance page

SYED_AGL — Tue, 13 May 2025 04:02:53 GMT

Thanks for reaching out.

I’m happy to let you know that the glitch has been fixed. Could you please check and confirm if everything is working as expected on your end?

If you experience any further issues, don’t hesitate to let us know. We’re here to help!

SYED

Re: Payment Extension function not in Payment assistance page

Corajoy — Tue, 13 May 2025 04:10:19 GMT

No unfortunately through both the app and the website it is still not working

Thank you

Re: Payment Extension function not in Payment assistance page

SYED_AGL — Tue, 13 May 2025 04:35:32 GMT

Please check this screenshot which has literally been taken few minutes ago

Re: Payment Extension function not in Payment assistance page

Corajoy — Tue, 13 May 2025 05:06:37 GMT

I have just rechecked mine and it's definitely not working for me yet. But I will call AGL and get it fixed

Re: Payment Extension function not in Payment assistance page

SYED_AGL — Wed, 14 May 2025 01:17:43 GMT

Hi,

Thanks for reaching out.

If that option isn’t working for your account, it likely means that further assistance is needed. In this case, please give us a call on 13 12 45 and speak with our dedicated Resolution Team. They’ll be able to look into this in more detail and help get it sorted for you.

Let us know if there’s anything else we can assist with in the meantime—we’re here to help.

SYED

Re: Payment Extension function not in Payment assistance page

SydneyPN — Wed, 25 Jun 2025 00:13:13 GMT

Hello,

I was the original poster and the issue was on electricity but I now find the same issue under gas bill. I go to payment arrangement and only payment plans are listed and not date extension.

I've looked back at the electricity as well and its been reverted as well. Please contact the digital team to have this re-instated for both electricity and gas.

Re: Payment Extension function not in Payment assistance page

SydneyPN — Wed, 25 Jun 2025 00:15:13 GMT

Hello,

I was the original poster and the issue was on electricity but I now find the same issue under gas bill. I go to payment arrangement and only payment plans are listed and not date extension. I've looked back at the electricity as well and its been reverted as well. Please contact the digital team to have this re-instated for both electricity and gas.

Re: Payment Extension function not in Payment assistance page

SYED_AGL — Thu, 26 Jun 2025 04:39:33 GMT

Thanks for getting in touch.

Just to clarify, this doesn’t appear to be an IT-related issue. In most cases, when there have been multiple missed payments or if the account no longer meets the eligibility criteria for a payment plan, the payment arrangement function may be automatically removed from the system.

When this happens, the best next step is to contact AGL directly so we can talk through your current situation and explore alternative payment arrangement options that may be available to you.

We understand this can be challenging, and we’re here to help however we can.

Please don’t hesitate to reach out if you need further support or would like assistance connecting with the right team.

SYED

Re: Payment Extension function not in Payment assistance page

SydneyPN — Thu, 26 Jun 2025 05:24:04 GMT

Thanks for replying.

At least in my case there has never been a missed payment in the last 10 years of being with AGL. So in my case specifically its not my account or history that is causing the issue. I have in the last 10 years used the function to extend the date but it is no longer an option in my profile page.

How do you recommend that I raise this so that the functionality gets re-introduced?

Re: Payment Extension function not in Payment assistance page

SydneyPN — Thu, 26 Jun 2025 05:26:27 GMT

Also just adding to my last post, its not a payment arrangement Im after, just pushing out the date by a few days to a week and spending time and on hold trying to contact a customer service person is time consuming when the functionality use to be available.

Re: Payment Extension function not in Payment assistance page

SYED_AGL — Tue, 01 Jul 2025 00:51:59 GMT

Hi,

Thanks for reaching out again.

Yes, to make any changes to your existing payment arrangement or to request a payment extension, you may need to speak with a Resolution Agent — especially if the option isn’t showing in your online account. This usually means your account needs to be reviewed so the issue can be corrected.

Please let us know if you’d like us to arrange for someone to contact you, or feel free to reach out directly to our team when it’s convenient.

We're here to help.

SYED