Plan renewal

[markf]

I was just sent in the mail notification that my present Smart Saver Plan would be expiring (I was not aware that it was an annual plan) and that I would be put on the Core Plan, which is much more expensive.  I called an agent who said their was a cheaper plan, similar to the one I was on and I could be put on that.  When I asked why I was not automatically put on this plan she said that the Core Plan was the default plan.  So if you don't take action to compare and revert to the cheaper plan you lose out.  This is consistent with the confusing and often inaccurate correspondence I get from AGL and is lousy customer service.  It is a management issue and I am not complaining about the call centre agents who are doing their best to help clear up the mess.

[SYED_AGL]

Hi @markf 

Thanks for reaching out, and I’m sorry to hear that.

I understand how frustrating this can be. AGL can’t automatically place customers on the “best” plan because each plan is designed to suit different needs. A plan that is ideal for one customer may not be the best option for another. It also isn’t feasible for us to assign every customer to what appears to be the best plan, especially as your own needs may change over the next few months, and you may need a different plan that better suits your usage.

This is why we clearly state in the terms and conditions that you should contact us before the end of your 12-month term to make sure you are on the most suitable plan for your needs.

We are here to help!

SYED