AGL Refund nightmare

[Tony_S]

Just want to share my unpleasant experience dealing with AGL.

I have been requesting a refund of my AGL credit account for more than 4 months. I have exhausted all communication options (online chats, emails, phone calls) and the fund is still yet to be transferred ... the answer is always "We've done our part, now it's all up to the AGL payment team to transfer the money".  The emails to payments@agl.com.au have not been responded, the phone calls which escalated to resolution team managers consisted of empty promises, and online chats to request a call back ? ....zero.

A bit of background, the credit in my account is result of an incorrect removal of my government solar scheme by AGL and had been re-instated (and back paid by Energex). 

I hate to say this but shame on you AGL. Your customer services are way below standard and you still haven't refunded my money.

[glenys1]

Hi
No. All I wanted to do was transfer my credit from my previous address to
my new one. How much time should that take? Many weeks and multiple
communications, in my view.

Glenys

[SYED_AGL]

Hi @glenys1 

Thanks for reaching out and sorry to hear that. 

Please send us your account details via private message, so I can personally look into this for you or escalate it if needed. 

We are here to help! 

SYED 

[glenys1]

my account = 41833757.

I have now had about 6 or 7 communications with AGL. Despite my requesting
that they do NOT ask me to ring AGL, this is all they seem to want me to
do. What doesn't AGL staff understand about this? I have requested that
all communications be by email or letter.

I do not have the mobile phone capacity (nor any more patience) to keep
waiting on the phone with AGL telephonists, for someone with some common
sense at AGL to fix my 3 issues. I am sick of promises, without any
positive outcome.

I've relayed my 3 or 4 issues to AGL on multiple occasions, and STILL have
not had any satisfactory outcome.

Are you in an 'escalation' role? If not, please refer my complaint on. I
no longer want to deal with people at the bottom.

Thank you.
Glenys Bolland

[LindyLou]

I hope you get some resolution soon.