Payment Extension function not in Payment assistance page

[SydneyPN]

After finding the information to set up a payment extension for your energy bill (electricity or gas) the function does not appear as instructed. Images below show the instructions and the second image show only payment arrangement and not payment extension. 

This functionality use to be here as I have used it before. 

A payment arrangement is not the same functionality and doesn't allow to set up the full amount in a future date. 

[SydneyPN]

Hello, 

I was the original poster and the issue was on electricity but I now find the same issue under gas bill. I go to payment arrangement and only payment plans are listed and not date extension. 

I've looked back at the electricity as well and its been reverted as well. Please contact the digital team to have this re-instated for both electricity and gas. 

[SydneyPN]

Hello, 

I was the original poster and the issue was on electricity but I now find the same issue under gas bill. I go to payment arrangement and only payment plans are listed and not date extension. I've looked back at the electricity as well and its been reverted as well. Please contact the digital team to have this re-instated for both electricity and gas. 

[SYED_AGL]

Hi 

Thanks for getting in touch.

Just to clarify, this doesn’t appear to be an IT-related issue. In most cases, when there have been multiple missed payments or if the account no longer meets the eligibility criteria for a payment plan, the payment arrangement function may be automatically removed from the system.

When this happens, the best next step is to contact AGL directly so we can talk through your current situation and explore alternative payment arrangement options that may be available to you.

We understand this can be challenging, and we’re here to help however we can.

Please don’t hesitate to reach out if you need further support or would like assistance connecting with the right team.

SYED 

[SydneyPN]

Thanks for replying.

At least in my case there has never been a missed payment in the last 10 years of being with AGL. So in my case specifically its not my account or history that is causing the issue. I have in the last 10 years used the function to extend the date but it is no longer an option in my profile page. 

How do you recommend that I raise this so that the functionality gets re-introduced?

[SydneyPN]

Also just adding to my last post, its not a payment arrangement Im after, just pushing out the date by a few days to a week and spending time and on hold trying to contact a customer service person is time consuming when the functionality use to be available.  

[SYED_AGL]

Hi,

Thanks for reaching out again.

Yes, to make any changes to your existing payment arrangement or to request a payment extension, you may need to speak with a Resolution Agent — especially if the option isn’t showing in your online account. This usually means your account needs to be reviewed so the issue can be corrected.

Please let us know if you’d like us to arrange for someone to contact you, or feel free to reach out directly to our team when it’s convenient.

We're here to help.

SYED