Offer refunds when account is in credit

AnthonyEnglish — Mon, 06 Jan 2025 01:16:55 GMT

I use bill smoothing for my gas account, and I received an email today to say "You're due a credit."

In fact, our account is in credit by almost $150, so I'd like to have the option either to:

- reduce the bill smoothing amount

- pause bill smoothing

- or get a refund of the credit amount.

The email from AGL said:

If you'd like us to refund the amount directly, please call us on 131 245.

So I called.

Option 1: reduce the bill smoothing amount is not an option. Our account is not due for review of the bill smoothing amount till July - six months' away.

Option 2: pause bill smoothing. Once again, this is not an option, I was told. In fact, I did cancel bill smoothing altogether when this credit situation happened before, and got reminders as if I was in debt, even though the account was in credit.

Option 3: get a refund.

Once again, I was told this is not an option available, but I could call another department which sounds like it was to do with debt recovery.

So, my account is in credit by almost $150, and that money will not be available for me until a review in six months' time.

I think a refund to my bank account ought to be a simple option, especially if I can keep bill smoothing in place as a guarantee that AGL will get paid for upcoming bills.

This isn't a great experience.

Re: Offer refunds when account is in credit

AnthonyEnglish — Mon, 06 Jan 2025 01:48:57 GMT

On the call, I asked to be able to modify the payment amount or pause bill smoothing. I see in the AGL app at the bottom of the bill: "if you'd like to modify your payments or set up a payment holiday, call 131 245." But it appears neither of these is an option until the review comes up in six months' time.

idea Offer refunds when account is in credit in "My Account" Ideas

Offer refunds when account is in credit

Re: Offer refunds when account is in credit