topic Re: Bill adjustments in Energy - General

Bill adjustments

Richard48 — Thu, 18 Apr 2024 01:51:05 GMT

I received an email from AGL on 15/4 advising an adjustment for usage of $129.99. I rang the customer contact number 131245 on 16/4 and asked for details of the reason for the adjustment and calculations. I recd a response on 17/4 which does not answer my request. I have now recd the latest bill which shows adjustments spanning 8 months and totaling $366.79.

Today I have used the online help portal and again requested full and detailed explanation of the actual reason for the adjustments and the supporting calculations. The note on the bills offers only several possible explanations and no supporting information.

The online portal has referred me back to the 131 245 number and states "As per the notes on your account.
We have been asked to advise you that meter is being investigated and will be upgraded, found to have major faults
if it does have faults then bills will be revisited and re adjusted as well. I would request you to please reach out to our calling team at 131 245, as only they can give you more information regarding this."

It is interesting to note the information in the following link.

https://www.aer.gov.au/news/articles/news-releases/aer-takes-action-against-agl-not-promptly-fixing-customers-meters

Has anyone else had similar problems?

Re: Bill adjustments

Deepesh_AGL — Fri, 19 Apr 2024 01:25:38 GMT

Hi Richard48, Thanks for reaching out. Billing adjustments do occur from time to time due to various reasons. However, it is our responsibility to explain to you why the adjustment has occurred. Apologies, that this has not been the same in your experience. I will reach out to you privately to get some details so I can look further into it. Cheers, Deepesh

Re: Bill adjustments

Richard48 — Sun, 05 May 2024 06:08:56 GMT

Deepesh

I have heard nothing further since my response to you. Could you please advise accordingly.

Re: Bill adjustments

Xander-AGL — Thu, 09 May 2024 03:28:17 GMT

Hi Richard, apologies for the delayed response from our team - I will follow this up with your privately.

Kind regards,
Xander

Re: Bill adjustments

Richard48 — Thu, 09 May 2024 09:31:32 GMT

The request from Deepesh was a request for information to confirm my identity which I did - result - ABSOLUTELY NOTHING. Same request from Xander. It remains to be seen whether Xander can do better.

Re: Bill adjustments

spaceboy-_- — Thu, 09 May 2024 18:16:52 GMT

Good luck! It’s like they listen, they say the understand and then they do nothing!! I have been trying to get a bill corrected since February. The end reading on the previous bill is higher than the start reading on the bill in question and the end reading is also lower than the end reading on the previous bill. This in effect means we are paying twice!! They agree and say they will fix it but do nothing!!
Can I suggest everyone look at the end reading of their previous bill and confirm that the start reading on their next bill is the same number, otherwise you will be paying extra…

Re: Bill adjustments

Deepesh_AGL — Mon, 13 May 2024 05:22:48 GMT

Hi spaceboy-_-, You are right, if the end reading on the previous bill is higher than the start reading on your current bill it does mean that you are being billed incorrectly. Apologies for the inconvenience, I will send you a private message shortly to discuss further. Cheers, Deepesh

Re: Bill adjustments

spaceboy-_- — Tue, 21 May 2024 10:58:12 GMT

Hi Deepesh, just wondering why you haven’t responded to my messages yet? You were the one who requested more information and said you would look into it! I provided requested info as well as explained exactly where the error was, what is the delay?

Re: Bill adjustments

Richard48 — Tue, 21 May 2024 20:40:26 GMT

Same experience. Responded to Deepesh 9 or 10 May and no response. Followed up a week or so later - same response - NOTHING. Had an apology from Xander and promise to follow-up - result to date - NOTHING.

My request is simple. AGL have made a one off adjustment to my bill for what AGL identify as undercharging over a period of 8 months due to a faulty meter (THEIR METER). I have requested the detail (numbers not words) of how that adjustment has been calculated so that as the customer I can be satisfied AGL have been fair and reasonable. In that regard I think my request is entirely reasonable.

All I have experienced to date in terms of customer care by AGL amounts to NOTHING.

Re: Bill adjustments

spaceboy-_- — Thu, 23 May 2024 02:33:36 GMT

Hi Richard, I have been advised to try and work the issue out with AGL and if that fails then document everything and contact the electricity ombudsman. The ombudsman needs record of contact with AGL and their response or lack thereof. I think this is the avenue of attack I must take and I recommend you do also. Good luck.

Re: Bill adjustments

Richard48 — Thu, 23 May 2024 02:46:34 GMT

Thankyou Spaceboy

I have found similar advice online. I will have one last crack at getting a response from AGL by trying to contact their "Disputes Resolution Team". Otherwise I will submit a complaint to the Ombudsman as advised by the Australian Energy Regulator.

May help others if we update this dialogue as and when and if we make progress.

Re: Bill adjustments

gosha — Tue, 28 May 2024 16:07:19 GMT

Hi Richard,

I assume the energy supplier has agreed that your meter has a fault or two.

I think the energy supplier should investigate the fault & rectify, and tell you what the fault is.

Applying an adjustment for usage of $129.99 seems to be an arbitrary decision, not based on evidence.

It's not your fault that a meter has a fault. You would not be one that goes around tampering with meters.

My own meter has run normally for more than 30 years. If there will be a time when it is unreliable then I will upgrade.

I assume only an expert can advise when a meter is faulty.

It maybe time for you to look at maintenance and ask the energy supplier to prove the adjustment is required due to a faulty meter reading or readings.

Re: Bill adjustments

gosha — Tue, 28 May 2024 16:12:44 GMT

Thanks Space Boy

I've got my first AGL bill.

The end reading is greater than the start reading.

It states they physically identified my meters (2) and read them prior to the bill issue.

All good here.