topic AGL Overcharges during Covid19 Pandemic in Energy Accounts & Plans

AGL Overcharges during Covid19 Pandemic

K1w1Ch1c05 — Mon, 27 Jul 2020 02:45:38 GMT

Bill Period: 28/5/20 - 27/6/20 31 days $273.99 (1077kw) June Billing

This is my current bill with AGL for electricity only. According to customer service and the manager I spoke too basically send that the last two bills were underestimated and now I have to pay $150 more than I usually would in a 30 day cycle.

The previous bill cycles would have been during the Covid19 Pandemic where people were told to stay home...and we did. Then AGL turns around and tells me I didn't pay enough during the Pandemic and now have to pay more.

Shame on you AGL. My local MP is going to hear about this.

Re: AGL Overcharges during Covid19 Pandemic

David_AGL — Mon, 27 Jul 2020 03:08:23 GMT

Hi @K1w1Ch1c05 . Sorry to hear that! It's never pleasant to get hit with a higher bill than you expected.

Adjustments to over- or under-estimated bills are normal. This can happen for a number of reasons. It might even be that your Distributor was unable to read your meter for a while due to pandemic restrictions, and so when your actual usage was confirmed later, your estimated bills would have been corrected to the amount you actually used. For more info take a look at Why do I get estimated bills?

While you do have to pay for the actual amount of energy used, we have quite a few options available to make things easier, because a lot of people are having a tough time right now. Check out the "Help with your payments" section on AGL's COVID-19 response page.

Re: AGL Overcharges during Covid19 Pandemic

kerrrob — Mon, 27 Jul 2020 05:45:19 GMT

I have had a similar experience. Just received my latest bill for $303.71. Previous accounts $79 and $73 and then this one - cannot possibly be correct. I have emailed AGL and also called and spoken to a person who said the same as above, it could be the previous 2 accounts were estimates and this is a catch up. Not possible as my accounts have never been over $100 ever.

I live in a small 1bedroom unit by myself and work 5 days a week - away from home 7am to 530pm on those days.

The person I spoke to tried to put me through to their disputes team and subsequently disconnected me.

Maybe time for a change of providers!!!!

Re: AGL Overcharges during Covid19 Pandemic

David_AGL — Mon, 27 Jul 2020 06:12:49 GMT

Hi @kerrrob , it's easy to check whether the previous bills were estimates. You can just log in to your account and access all your previous bills in the Billing tab. From the My Account page, you can also click "Send us a message" to have us look into your billing issues with no chance of getting disconnected!

Re: AGL Overcharges during Covid19 Pandemic

NeilC — Sun, 02 Aug 2020 01:17:10 GMT

kerrob,

I am confused as to how you can get a $79 and $73 bill.

Must be monthly bills I assume to be this low as you would pay about $30 for the supply charge alone.

Now, there was a user similar to you who reported that they had a great jump in a bill and it turned out that her unit was wired incorrectly and the next door neighbours (the flat was empty for a long while) flat was partly wired into their shared meter box.

I would suggest that you do a meter read (and check the meter number) and compare it with your latest bill. If there is a discrepancy contact AGL with the facts.

It may be that there is a new meter reader in your area and they have mixed up meter readings.

Cheers

Neil

Re: AGL Overcharges during Covid19 Pandemic

USAwimLA — Sun, 22 Nov 2020 10:04:39 GMT

How did this end for you? I have literally the same issue for Aug 2020 - Sept 2020 billing period only.

I have been with AGL for over 3 years and with monthly billing, I am accustomed to the two estimate monthly bills followed by an actual monthly bill. Like clockwork, estimates are approx $75 - $90 and actuals are approx $120-$140.

I have been working from home full-time well before lockdowns started (late January 2020).

Like usual, I received the two bills with estimates ($73 and $74 respectively). Then Aug 2020 - Sept 2020 actual bill was issued for $404!

According to the bill, I would have had to use 1235kwh in the first 17 days of the bill cycle and just 65kwh for the remaining 15 days. I live alone and have not changed anything to my living conditions. I dont think its even physically possible to use that much juice as a single guy in an average apartment??

Wait, before some AGL rep jumps on here to quickly point their finger at testing the meter, the wiring, or fault with an appliance, AGL have issued the Sept - Oct 2020 bill ($68) and the Oct - Nov 2020 bill ($81), which are literally back in line with the last 36 months of billing.

For anyone suggesting its for changes of previously underpaid amounts, then we have a real issue. According to new legislation, it is illegal for the retailer to bill customers in this way. They are required to issue a separate bill specifically for claims to underpaid amounts, itemising each period where an underpayment occured (up to a maximum of 4 or 9 months). The bill must have a cover letter detailing the reason for AGL issuing the bill, the period of time the customer has to repay the amount (the period is equal to the number of months the are back billing for underpayment) and detail the payment support services available to the customers.

Quite literally, the AGL agents I have spoken to have been speechless and genuinely at a loss for any possible explanation to what has occurred, they do however recommend I pay the bill and offered to put me on a payment plan.

I am holding my position and claim that there is a clear and obvious error and it would be unfair, unreasonable and possibly seen as a failure by AGL, for not acting in utmost good faith to its customer, to pressure liability on me at this point in time and until such time they can help demonstrate (at their own expense) useage, or even give any reasonable explanation as to how someone could ever use this much power in 17 calendar days.

Keen to hear if anyone else had the same or similar issue? Hoping this thread builds and gets some visibility, as I suspect there are many more of us out there....

Thanks

Re: AGL Overcharges during Covid19 Pandemic

-Nam- — Tue, 24 Nov 2020 02:11:58 GMT

Hi USAwimLA!

Welcome to the AGL Community!

There is certainly a few checks that we can do with you to see why your bill is higher than usual we would firstly want to confirm the current meter reading to see if this has been done correctly by the network. Please Contact Us and we'll be able to go through the checks with you.

Kind regards,

-Nam-

Re: AGL Overcharges during Covid19 Pandemic

USAwimLA — Tue, 24 Nov 2020 14:04:17 GMT

Yep, done that too. AGL asked for a photo of the meter, which I sent one in the first week of the billing period and another photo in the third week of the billing period. When the bill came last week, the readings were not listed. Moreover, I have yet to be contacted by AGL as promised over 5 weeks ago.

As noted before, I have done everything asked of me to assist in resolving an obvious AGL error. What I won't do however is own the error because it's not my fault. I am happy to support AGL with its investigation, as a responsible consumer.

Re: AGL Overcharges during Covid19 Pandemic

Roxymc — Mon, 19 Apr 2021 21:44:44 GMT

I'm in the same boat. Anyone have insight into electricity bill for billing period March-April?
I have reviewed my electricity bill for the past 6 months and average is $150-170.
Now, for a one month billing period my total due is $414.... which is triple the average bill.
Even compared to last Summer, highest bill was $300 at that time.

Re: AGL Overcharges during Covid19 Pandemic

Chloe16 — Tue, 03 Aug 2021 08:00:28 GMT

I have this exact same thing happening to me currently! Absolutely disgusted.

1 person house hold and they're trying to charge me 300$ for the month with the same excuse as about after already playing multiple high bills

Do you mind telling me for you went with this

Re: AGL Overcharges during Covid19 Pandemic

K1w1Ch1c05 — Tue, 03 Aug 2021 10:20:43 GMT

Unfortunately, the resolution process was anything but smooth!! After going through the chain of command the ridiculous charges on both my electricity and gas bill AGL was still outstanding.

Anglicare ended up paying $900 and I paid the remaining balance of $50. Anglicare also spoke to AGL & I was put on a new plan. In addition, I now provide AGL with meter readings every month a cpl of days before the end of the billing cycle. It really is the only way to keep AGL accountable. More work for me but at least I'm not being over charged.

The worst thing is that in the next two billing cycles AGL credited both accounts because they had over charged me. Bloody Unbelievable!!! All that drama for nothing but no resolution for the customer. I knew AGL was wrong and it showed in the following billing cycles.

If you suspect that AGL are over charging you are most DEFINITELY being over charged. Its not rocket science to see the discrepancies in billing. AGL needs to do better!!!

Re: AGL Overcharges during Covid19 Pandemic

K1w1Ch1c05 — Tue, 03 Aug 2021 10:40:05 GMT

Customers need consistency with billing and AGL should stop making mistakes and excuses. When the Covid19 pandemic came to town the last thing people needed is ridiculously high bills that were incorrect. In my situation, AGL was definitely wrong because it showed in the next two billing cycles were I basically paid nothing because they had over charged me. Its not rocket science to see massive discrepancies in billing.

My billing should have never increased because I had stopped working prior to the pandemic and the number of people in my household and monthly usage did not increase. I understand if household members were working then were told to stay home electricity and gas would definitely increase but as I stated earlier I was not working prior to the pandemic.

Lastly, its 2021 and AGL are still relying on Endeavour to come around every 3 months to read meters. This means that customers wanting accurate monthly billing must send in their own meter readings monthly. If you dont you end up with 1 accurate reading and 2 estimates that are always over exaggerated. AGL really needs to improve the way data usage is collected so billing is correct.

AGL can do so much better!!!

Re: AGL Overcharges during Covid19 Pandemic

NeilC — Tue, 03 Aug 2021 23:00:40 GMT

@K1w1Ch1c05

As you know these are community pages.

In these Covid times there are many reasons why your meter may have been estimated. (Reader got Covid etc).

As you rightly pointed out if your meter readings appear to be drastically wrong then you can always submit your own correct readings.

AGL as a retailer do not have their own readers as it is more cost effective to use your suppliers reader. If they do not get a reading from them then they will estimate your bill.

This issue would then be fixed by a simple phone call or online chat.

Cheers Neil