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. 

[Corajoy]

I'm having the same issue! Have you found a solution or heard back from AGL?

[SydneyPN]

I have not heard from AGL yet as far as the functionary returning to the page. However I ended up calling and asked the customer service agent to extend the date on my behalf. 

Hoping AGL returns the functionality soon as calling took time waiting to move through the queue. The chat functionality was slower to respond compared to the call.  

[SYED_AGL · Accepted solution]

Thanks for reaching out.

I understand how inconvenient it can be when you're trying to request a payment extension online and run into errors—I'm really sorry you've had that experience.

Sometimes, the system may block online payment extensions if there's a payment that's been outstanding for more than 90 days. In these cases, we recommend giving our AGL Resolution team a call so they can review your account and offer you the most suitable options for support.

However, if your payment history is clear and there are no overdue amounts, the issue may simply be a temporary glitch with the online system. If that's the case, a quick call to our team can also help clarify things and assist you in getting the extension you need.

We're here to help, so please don’t hesitate to reach out if you need further support.

[SydneyPN]

Thank you, I dont have anything outstanding and it had been a very long time since requesting an extension. 

As it is a glitch can you please alert or create a service desk ticket with the AGL digital team so that this functionality is reinstated. 

Many thanks. 

[SYED_AGL]

Thanks for reaching out.

I’m happy to let you know that the glitch has been fixed. Could you please check and confirm if everything is working as expected on your end?

If you experience any further issues, don’t hesitate to let us know. We’re here to help!

SYED 

[Corajoy]

Hi

No unfortunately through both the app and the website it is still not working

Thank you

[SYED_AGL]

Please check this screenshot which has literally been taken few minutes ago

[Corajoy]

I have just rechecked mine and it's definitely not working for me yet. But I will call AGL and get it fixed

 

[SYED_AGL]

Hi,

Thanks for reaching out.

If that option isn’t working for your account, it likely means that further assistance is needed. In this case, please give us a call on 13 12 45 and speak with our dedicated Resolution Team. They’ll be able to look into this in more detail and help get it sorted for you.

Let us know if there’s anything else we can assist with in the meantime—we’re here to help.

SYED