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.   

[Natalie-AGL]

Hello @Lionheart, 

Welcome to the Neighbourhood community! 

I am truly sorry to hear that the EV Night Saver rates haven't been applying to your account since your tariff change to TOU and can appreciate your concern. We value customer service and getting things right and it's disheartening to hear that we have fallen short here. We want to assure you that we are committed to resolving this matter for you and ensure that everything on your account is accurate. To assist you further, we'll need to review your account in more detail. I'll send you a private message shortly to get some additional information from you. 

Kind Regards, 

Natalie

[Lionheart]

@Natalie-AGL, I can't see that there has been any progress in the investigation into this issue yet.  How hard can it be to identify that you are charging the wrong rate and fix it going forward?  I appreciate that calculating the overcharge refund is a bit more complicated, but we are STILL being charged the wrong rates today.