Can’t set up payment extension online

[Cat52]

I haven’t been able to set up a payment extension (not a plan, an extension) online for my electricity bill for months. On the website it says my balance is $0 so doesn’t give me the option for a payment extension. On the app it has the correct balance, however when I go to payment assistance, the payment extension option is greyed out. I have complained again via chat, they have logged a ticket and it’s meant to be resolved in 5 business days. I’m not holding my breath. Has anyone else experienced this?

[ChrisE_AGL · Accepted solution]

Hi @Cat52 

Thank you for your post. 

It is unusual that the app and website would show two different amounts, and that you wouldn't be able to set up an extension. 

I'm going to send you a Private Message so that I can get some details and look into this further for you. 

Thanks, Chris