No-one called me back (why am I not surprised) so I went through the painful procedure of ringing the "help" line again. I came very close to throwing the phone through the window having to listen to the constant recorded messages. "We are currently experiencing a heavy work load, one of our agents will be with you in 5 minutes", 10 minutes later the same message but it will only be 4 minutes!!!!!! Of course, it was longer than 4 minutes! AGL's customer service answering system really is appalling! It also kept urging me to use the chat system, no thanks, done that, didn't work.
After approximately 20 minutes I was answered by another person with an accent I could barely understand so I simply asked to be put through to Customer Resolutions - I had to repeat myself before I was put through. What a surprise, I was put on hold again. Eventually I spoke to someone there (didn't drop out this time) and she was polite and helpful - and also spoke clear English - and we eventually sorted out my issues. The bills really aren't that clear, for instance it said my readings were estimated, when in reality they weren't, one of the vagaries of the billing system being used it appears. We then got onto the subject of reading an E355 meter (!) and I'm no better off with that, they can't provide detailed information because they don't have it and don't appear interested in getting it.
For anyone ringing up ask for Customer Resolutions straight away, don't waste time with anyone else. I refuse to talk to anyone who can't speak clear, understandable English. And don't waste time with their chat line like I did.
Mark, thank you for your offer, I haven't replied because I have resolved my issue.
