topic Re: Account balance not updating in Energy Accounts & Plans

Account balance not updating

AmberStew — Fri, 28 Feb 2020 11:25:28 GMT

10 days ago I transferred a credit balance from my old electricity account to my new one due to moving house and paying my electricity fortnightly in advance. The phonecall was easy but 2 days later the balance disappeared from my old account on the app but didn’t appear on the new one. I messaged online and was assured of my new balance and told to try again soon. 4 days later I called and was again assured of my balance and told that there might be a technical glitch and to try later. Now 10 days later the balance is still incorrect and I can only rest easy due to requesting a statement to be emailed to me so that I have my correct balance in writing.

I do not feel comfortable with a company having my money if I am not able to keep track of it and it’s really beginning to frustrate me.

Anybody else have similar issues?

Re: Account balance not updating

-Steve- — Tue, 03 Mar 2020 03:17:34 GMT

Hi AmberStew,

Sorry you are having this issue. When funds are transferred from an old to a new account, the system may automatically apply a lock on the amount preventing it from showing until the next bill is issued.

So we can look at your account and see what is occurring, please click here to call or get in touch via messenger.

Re: Account balance not updating

Mezza77 — Sat, 21 Mar 2026 13:28:28 GMT

I just started new account an old bill will not show up I got got old email address an password to old account but still have old account number but it's saying already have account how do I get balance???

Re: Account balance not updating

ChrisE_AGL — Sun, 22 Mar 2026 22:18:57 GMT

Hi @Mezza77
Thank you for your comment.

Can I please get you to clarify, as you stated you have started a new account, but an old bill won't show up, are you looking for a bill/balance for an older account or the new account that you have set up?

Thank you,
Chris

Re: Account balance not updating

Mezza77 — Wed, 25 Mar 2026 10:46:58 GMT

Bills and balance for old account as no longer available to access old
email address an no longer available to access old phone number as it was
stolen but have started the new e-mail address an need access to see
balance still paying for account by Centrelink payment centre pay an want
refund for money as should be incredit

Re: Account balance not updating

ChrisE_AGL — Wed, 25 Mar 2026 22:42:54 GMT

Hi @Mezza77

Thank you for the further context. If you have had to get a new email address and number we'll need to update these within our system so that you can access your MY Account and access your previous bills.

I'm going to send you a Private Message to get some more information to assist you with this.

Thanks, Chris

Re: Account balance not updating

Mezza77 — Sat, 04 Apr 2026 22:16:53 GMT

I have my id now how or what would you like me to do

Re: Account balance not updating

ChrisE_AGL — Tue, 07 Apr 2026 01:03:46 GMT

Hi @Mezza77,

If you respond to my Private Message I'll be able to help you further.

Thanks, Chris