Dear Team,
I have been an AGL customer since December 2018.
Recently, I have been facing an issue with the gas bill for the period of 29 Apr - 28 May 2019. I have been calling to AGL customer care and explaining them the issue again and again without getting a correct bill. After a few emails AGL has not been able to explain the reason for overcharging my account! Hence, I am putting the issue here in writing hoping to get it resolved this time.
Issue with the Bill no. 1 (29 Apr - 28 May 2019)
We received a bill (Bill 1) for the above mentioned period on June 13, 2019 for the amount of $ 90.61. We sent a mail to the AGL team as the meter reading in the bill was incorrect and asked to send the revised bill.
Issue with the Bill no. 2 (29 Apr - 28 May 2019)
As an answer of the mail sent we received a revised bill on June 19,2019 for the same period. The meter reading was correct but the it had an amount of $123.92 as the balance brought forward (this was not mentioned in the bill generated on June 13, 2019.)
Below is the image of my account statement. I have highlighted 2 entries dated June 18,2019 for the period of 29 Mar - 28 Apr 2019 (The period for which the gas bill has been raised and already paid). I believe that AGL can not charge me for a period the bill of which has already bill paid and reversal of the amount paid ($ 54.87).
We were told by a customer helper that AGL had started investigating this matter (Attaching the relevant mail) and we received a bill (3rd one!!) with the same balance brought forward.
This is the second time I have an issue with the AGL gas bill in the six months that I have been with them. I hope you understand that it is very frustrating to spend so much of my time and energy for a bill every time.
To add to this, I have accumulated all the meter reads from all the bill pdfs that I have received. All the numbers in there cant explain why and how AGL could have undercharged me for any period of time - take a look at below image :
Average gas bill for 28 day period of my unit has been around $30 or so there is no way AGL would have undercharged me for more than $100 for the period of two months( balance brought forward)!!
Even after requesting to put the bill on hold via email, I have received the reminder for unpaid bill. This is
becoming very time consuming and if not resolved I would happily terminate by both Gas and Electricity accounts with AGL. In case the issue remains unresolved further, we may escalate it to ACCC.
One more feedback - every time we have chat with online chat person, we are always asked to provide latest meter reads and we get told that we will receive a fresh bill within 24 hours - we have this conversation at least thrice on top of what chats/phone calls/emails mentioned above!
