Accounts and Billing

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Email bills

Switched-on

I have been receiving my gas and electricity bills by email for over 2 years. Last year AGL sent me my gas bill by post as they couldn't send it by email, now the electricity bill is having the same problem. Gas bill was finally fixed after many phone calls.Three calls and three promises to fix and email copies of elect bill, nothing has happened. By the way the email address has not changed in over five years. I have contacted my email provider no problem, all other emails come through. Is this a common problem with AGL?

2 REPLIES 2

AGL Community Manager

Hi @Abbey 

I'm aware of at least one ISP that was inadvertently marking AGL bills as spam until recently - though I'm not sure whether that was the problem in your case.

 

It may be worth logging into your account and ensuring that you're still set up to receive bills to your chosen email address.

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Switched-on

I have recently encountered the exact same problem.  Accounts and promo material from AGL were arriving via email as expected from the point when I was transferred into this regime.  However the December account arrived on paper with the advice that "we've tried unsuccessfully to send your bill by email and need you to check you email address ..."   I subsequently wasted 28 minutes of my life trying to sort this out with a helpful consultant who resent the account to my original address, and then to anther valid email address.  Neither of them have ever arrived.  I was then to be connected to a 'technical' consultant, but that never happened, and I was eventually dumped onto the survey line where I had no option but to tell told them what I honestly thought.

 

The fact is that I check the spam filters at my ISP on a regular basis, and there's nothing trapped there from AGL.   Meanwhile emails from other senders arrive into my inboxes hourly without any such issues. This would appear to be AGL's problem to solve - not mine.  Factually, I would prefer to receive paper accounts anyway, so maybe I'll just let this sort itself out to that default.

 

However I do worry that if this basic problem exists in the AGL system, can I really trust other parts of the AGL billing system to be working correctly and accurately?

 

Finally I need to state that I lost a lot of confidence in the AGL system a few years ago when I kept getting text messages whilst in Europe that my account hadn't been paid and disconnection of supply was threatened.  I knew it was paid.  Imagine trying to rectify that on a mobile phone and poor internet connection whilst in Rome. It was sorted out by neighbours eventually - somehow my phone number had been also included in someone else's account.  I was reimbused for expenses and angst later on when back home and I'm happy to acknowledge that.   However this latest episode seems to suggest that there are ongoing issues in the AGL system that need to be addressed.