Why is my app not up dating my day-to-day use

[Ymg]

I have the same issue. The app does not show me the the daily usage. 

[gordon57]

Hi Chris,

i've been with AGL since 1st July , the only reason i know im still connected is , that the lights are still on!

there is no usage information at all and the rates i was told i would be on are not showing correctly.

i can get no answer ( like others) as to when this is actually going to be fixed. even the private messages i have sent have been unanswered. i keep getting told my account is under review ( like its something i have done wrong!).

i cannot budget if I don't know what it is costing me.

how about giving people some actual information as to what the problem is, if a mechanic tells me an axle is broken it will take 3 days to fix, fair enough. but if he says the not sure what's happened i will review it and get back to you in 3 weeks or you could call the help line, wait on hold , to get told it will be another three weeks to get an answer!!

 a ridiculous analogy i know , but that is the reality.

Cheers

Gordon

[ChrisE_AGL]

Hi @Tilly 

If you are referring to the 'Cost So Far' section on the overview tab being different to the usage screen, this is because this will be including costs such as the daily supply charge, where the usage screen is just pure usage.

I hope this helps clear this up, but if you are referring to a different area, please let me know. 

Thank you, Chris

[ChrisE_AGL · Accepted solution]

Hello everyone. 

I want to first off apologize for the delay in my response, I've as previously mentioned I was holding off until I had an update on the situation. 

The fix for this is in two batches. The first batch has already been completed, and you'll have received an SMS confirming this. 

Everyone within the second batch are people who didn't get communication regarding the misquote when signing up, and our team is working on this group now. 

All customers once issue is fixed for the batch they are in will have the rates reset to what they were when they originally signed up before the July rate change and also the usage data will appear on the app. 

I will state that I do not know what customers are in batch 1 or batch 2. 

Thank you, Chris

[Mark65]

Tnx's Chris for the update, I've replied to your email. Hopefully you will receive it

[andrewthomp]

agree

I was told generating a monthly invoice would fix everything and it did fix the usage. However my bill has overcharged me $60 for the month as the Ev night rate of 8 cents hasnt been used. They also changed my plan without notice with higher rates after only 3 weeks with Agl

I gave up trying to get a response with a manager and their resolution team. Currently issue has been reported to ombudsman but no contact from AGL

[ChrisE_AGL]

Hi @andrewthomp 

Thank you for sharing your experience. I understand the concern with being billed incorrectly. I've been assured that once the accounts are corrected the correct rates will be applied. 

I had sent you a Private Message last week, when you have a chance, could you please check your messages and respond to it so that I can continue to assist you on this.

To view your messages: 
 

1. Click My Profile (top right)
2. Click My Messages (5th option in the drop-down menu)

Thank you, Chris

[Dpek]

What time frame can we expect this to happen?

[NeilC]

@ChrisE_AGL , @Basil_AGL 

You speak with forked tongue.

As of today my usage is 

Peak$	Shoulder$	Offpeak$	Supply$
$   71.1674	$   6.8460	$ 14.9566	$   52.6275

Now this does not include GST  and this total is  $145.5975

My USAGE page states Electricity Bought From Grid $105.78 or 218.19 kWh

Without GST  the amount is about correct.

My overview page shows $129.79  which does not correspond to the $145.5975.

Don't send me a personal message. Please explain the incorrect information on these pages so everyone can follow the process.

I always do my calculations without GST and as per your billing do the calculations at the end of the bill. None of your data shown on the web / app seems to include GST...