Night Saver EV Plan Charge Error - Refund Required

[Lionheart]

Our account is a Night Saver EV Plan, so there should be an 8c rate between midnight and 6am.

That's how it worked when we were on the general rates, but we switched to time of use (no PLAN change) from 20 November.  The night saver rates have not been applied since that switch.  I now realise that I can use the app to infer the effective hourly rates being applied, and I can see that the correct rate was applied up to 18 November and the incorrect rate from 20 November.  We didn't draw from the grid in the relevant time period on 19 November.

I have raised the issue with AGL on the totally useless chat, wasting hours of my life.  Presumably (and ridiculously), there is some kind of manual step in the AGL process that means that they can apply rates that ar inconsistent with the plan.

This error needs to be (1) acknowledged; (2) fixed going forward; and (3) the past overcharge corrected.  NOW.

A business that truly cared about customer service would take further steps, too.  If I need to spell those out, then AGL is not the supplier for me.   

[Lester]

@Lionheart if you are in your AGL app or logged into your account online, when you are on the default Overview window click  'View plan details', does it come up with your plan being Night Saver EV Plan ?

It seems like it is showing this, but not 8c on the tariff rates any longer ?

What does that show as incorrect rate ?

Out EV Night Saver plan rates updated Dec 22 when it renewed up to same date 2025, and rates are same at 8c.

[Lionheart]

@Lester, I have to click through to Electricity and then View Plan under Settings on the Electricity page.  But that shows the plan as Night Saver EV Plan and it shows the 8c Night Saver EV charge.  So that's not the reason for the wrong charge.  

I suspect that this page is populated by looking up the standard rates for the plan, rather than referencing what is actualy being used.  

So, I cannot find anything in the app that shows that the wrong rates are being applied, other than by inferring rates by comparing the cost and kWh usage in a relevant half hour time slot.

[Lester]

Have you had a bill yet and seeing an incorrect charge, or is it something else in the data versus your daily charges (at times in the app, nailed right down) that shows it incorrect ??

For some reason I can't upload a screen shot of my nailed down usage for yesterday, but on my logged in account, usage, clicked on yesterday, shows hourly intervals on that page, but all of the intervals from 0000-0600 show the kwh x 8c as being the $ amount on each one.

Try that, see what comes up, or maybe that's where you are getting the error of amount being charged ??

[Lionheart]

@Lester, two bills, one spanning the change to time of use and one just on time of use. 

It is clear that the Night Saver EV rates are not being applied, despite this being a Night Saver EV Plan.

[Lester]

When you say it's clear the EV Night Saver tariff has not been applied, what do you mean ?

At an incorrect rate, or not at all ?

My latest bill line for that is . . . Night Saver EV charge 12am-6am everyday 1,007.011 kWh $0.07272728 $73.24

Plus GST is obviously 8c.

Do you have that line on your bill, and the rate is wrong ?

What rate is shown ?

[Lionheart]

@Lester, there is no line in my current bill for the Night Saver EV rate.  It was there before the change to time of use.  I know that I am being charged for everything from the grid, and that I am being overcharged for the amount between midnight and 6am.

Please accept that I know what I'm talking about.

Are you connected to AGL?  If so, please have them contact me to get this fixed.  If not, I think that this conversation is over.

[Lester]

No connection with AGL, apart from a 40+ year customer.

This is a community forum, not a complaints resolution avenue.

People here try and help others nail down some of their issues, but you just can't get the right info from some people, or get them to do some basic checks to see what might be an issue.

AGL reps do come by here.

By having this 'conversation' the post is kept up top of the forum threads list (you're welcome), but will bow out and perhaps let it get buried, or maybe a rep will see it sooner now and respond, but you are best to call them directly to get results, chat is not all that good apart from basic stuff.

Good luck.

[Lionheart]

Fair enough, @Lester, and thanks for your help.

Interestingly, I came to this neighbourhood at the suggestion of AGL, when they responded to my 1-star review describing my issue.  They also told me that this was how they could provide the stellar customer service that they were desperate to give me.

So, I had a look and saw that they did seem to respond to problems raised here.

Maybe I'm the exception, or maybe I'm already getting the customer service experience that I deserve.

Well done, @Lester, for your 40+ years.  I can't see my relationship with AGL even reaching 40 weeks.

[Lester]

Well that's interesting ! (AGL support sending you here.)

Like I said, reps come by spasmodically, think they just have a certain amount of hours to spend here tryin to keep the forum clean of complaints that might come up, as well as the main things, announcements, other consumers asking advice etc.

If the post drops out of sight, just give it a nudge with another post asking for follow up, they will see it eventually.

It should be easy to work out what the problem is, and go back through data to adjust.