New Customer And Exhorbitant Rate Change

[BJW_NSW]

Anyone else receive a "new billing rates" email on 7 July saying that the rates would change THE VERY NEXT DAY - 8 July - and the daily access fee went from 93cents a day to $2.45...and I'm a new customer who switched to AGL for electricity on 30 June! I am on the plan with Netflix included. Today I spent over 2 hours online in the messaging section of the portal and they're telling me it was a glitch - but in my portal these ridiculous new rates appear as the rates applicable to my plan...they say it is "being investigated" but at this stage I have no resolution and no timeline given for resolution. NOT HAPPY....!

[ChrisE_AGL]

Hi @BJW_NSW 

I apologize for the delay in my response.

This is an error that had happened within our system and I do apoloigise for this, our teams are aware and working on getting this resolved as quickly as possible.

Thank you, Chris 

[BJW_NSW]

Chris,

Thank you for your reply. I am still very concerned that a week after this "glitch" has happened in the system, there has been no resolution. And YOUR response is the first time anyone from AGL has contacted me to "update" me on the status of things. Not reassuring at all. 

I initiated two session on the online messaging function, and they ended up long, frustrating and unsatisfactory. I have had two subsequent phone calls with the "Resolutions Team" who keep telling me "just wait a few days"...as if that is supposed to alleviate my anxiety...my account is accumulating this ridiculous charge...my account on the portal still shows the "incorrect" rates...

As a new customer to AGL, I have lost any confidence I may have had in your operation. It remains distressing and upsetting that a WEEK after this "glitch" happened NOTHING has been resolved...and that the "glitch" arose the day AFTER I was notified that the connection to AGL had been established. Sounds more like a "bait and switch" to me.

I am interested to know what you intend to offer as an apology for this very poor situation and lack of customer service once the "glitch" is resolved.

What is the time-frame for resolution?

BJW

[NotHelpful]

You are not the only way feeling the pain of new tariff charges which were touted by the Old government as providing a reduction of electricity charges.  Overall my power bill is higher than before 1 July.

[BJW_NSW]

Dear Nothelpful,

When I signed up on June 30 I was specifically reassured by the agent who carried out the process of signing me up that the rates quoted for the plan I was committing to were NOT changing on 1 July - this was a very specific part of our conversation. 

Further, AGL has acknowledged that this is a "glitch" in their system - and yet a week after it has happened it still has not been resolved. As a new customer, I have lost all confidence in this company to fulfil their service as promised. I await resolution.

Regards,

BJW

[ChrisE_AGL · Accepted solution]

Hi @BJW_NSW 

I know it can be concerning when the only information regarding the situation you are in is that our teams are looking into this, what I'm going to do is send you a Private Message to get your account information so I can look into this personally for you and get some further information. 

Thank you, Chris

[BJW_NSW]

I am still awaiting resolution of this issue.

WHEN???????

Kind regards,

B

[ChrisE_AGL]

Hi @BJW_NSW 

I'm keeping track of the threads and messages for individuals that are facing this issue and as soon as I have an update I'll be sharing it with everyone. 

Thank you, Chris

[Zed67]

I am going through the EXACT situation. nearly 4 weeks so far  without any solution.