Website showing incorrect bill and received incorrect SMS message

[Treedragon]

I received an SMS Thursday (only read today) stating I owe $35.91. Yesterday I had paid $110.91 for our account covering the same period. It would appear the $75 government rebate has been subtracted from the $110.91 (110.91 - 75.00 = 35.91) and rather than appearing as a credit I note an overdue demand for $35.91 (see image below).

The electricity ombudsman would not be amused. 

[Lester]

@Treedragon yeah it's been a problem for a while with mismatching amounts, ever since the govco rebates started.

My advice is pay on receiving a bill, which should have the right amount less rebate(s).

My overview window shows the right amount of total bill usage and supply charge, then I get another figure of the rebate adjusted amount. 

[Treedragon]

AGL seem to have a history with software glitches. If I were on a tight budget, the received SMS and web page account view could easily tip someone over the edge. It did however upset our domestic bliss first thing this morning.

[SYED_AGL]

Hi,

Thank you for reaching out.

I'm really sorry to hear about the trouble you've been experiencing — I completely understand how frustrating this must be for you, and I truly appreciate your patience.

Could you please send us your account details via private message? Once we have them, we’ll look into this further and escalate it to our payments team to get it resolved as quickly as possible.

Thanks again, and we’re here if you need anything else in the meantime.