New customer and less than impressed

[Not_Found]

Hi all, semi-rant here, but also happy to be corrected/informed if I have missed something.

I was an Ampol customer that AGL has recently purchased, today seemed to be 'The Day' i ceased to exist with Ampol and am now with AGL.  My rates are all set to stay the same - so I'm happy with that, but everything i have tried to do so far is clunky, slow, and of little actual help. For example, first email welcomed me to AGL and gave me a link to register my account.  After attempting (on phone and PC), I was told there was an error and needed to speak with Customer Service.  A 20 min wait on the online chat finally had a contact and they reset my account and I was in. No biggie, perhaps just teething issues for all new customers.  I then inquired for my bill period, with the reply stating my next bill will be issued on 26/11/2026 - also fair enough, in 1 months time as my billing cycle was monthly, and nothing was set to change.

I still have not received my bill for October from Ampol, and usually do on 25-26th each month.  Calling Ampol is met with an automated message saying 'All inquiries are now to AGL' then hangs up.

So a call to AGL, first time I was met with waiting music for about 10 seconds before I was disconnected.  Second call went through to an operator pretty quick with minimal menu selections made, but the operator must have had their headset on the table, as i could hear may conversations happening in the background (none in English) with plenty of movement and tapping and me inquiring "Hello!" but to no reply.  I hung up after 2 mins of trying.  My 3rd attempt was met with the request to enter my date of birth, which I wasn't asked either previous time (inconsistency frustrates me).  I asked about my bill, and the person said there was no bill yet and they couldn't tell me when it would come in.  i then mentioned the 26/11 date given to me previously and their tone changed.  "Ah, yes, that is when you will get the bill." OK, so what about my October bill then - that was with Ampol, and now its with you - so where is it?".  Then I was told I was on a 3-month payment option, where I told it wasn't true, that my rates and payment frequency were all brought over. "Oh, Ok..." was the reply.  I was told I would receive the bill 'In the next few days", and it would be due "2 weeks after that".  This response didn't fill me with much confidence.

It seemed this person had no idea what was actually going on with my account.  

I was with Engie prior to Ampol and left them mostly due to incompetence and inconsistencies, similar to what I'm seeing here.  It's just a pain in trying to stay on top of bills and plan out budgets when you don't get a straight (consistent) answer.

For all those thinking I should just not say anything and get 1 month with no bill - it's my first month with my solar battery setup, and while I have an estimate, I want to see what the final bill looks like, and how much in credit I am, also ensuring its been transferred, or will be refunded.

Rant over.

[SYED_AGL · Accepted solution]

Hi @Not_Found 

Thanks so much for sharing your experience — I can completely understand how frustrating this transition has been, especially when things don’t go as smoothly as expected. You’ve raised some really fair points, and I truly appreciate the time you’ve taken to outline what’s happened.

Firstly, I want to reassure you that we’re working hard to make the transition from Ampol to AGL as seamless as possible for all customers. However, with such a large-scale changeover, there can occasionally be short-term system delays or data transfer issues — and it sounds like you’ve been caught in a bit of that. I’m really sorry for the inconvenience this has caused.

In regard to your billing, you’re absolutely right that you should have clarity around your final Ampol bill and your first AGL bill. Your October usage and any remaining credits from Ampol are being transferred over to AGL, but in some cases this process can take a little longer while the final readings and balances are verified. That’s likely why you haven’t seen your bill yet.

The date you were given (26/11) should be the expected issue date for your next bill — and any outstanding balance or credit from Ampol should appear on that first AGL bill.

I also want to apologise for the experience you had when contacting our team — that’s not the level of service we aim to deliver. I’ll make sure your feedback is passed along, as consistency and clear communication are really important to us.

We really appreciate your patience as everything settles in after the transition, and we’re confident that once your first AGL bill is finalised, things will smooth out moving forward. If you’d like, I can arrange for someone from our specialist team to review your account and confirm the exact status of your Ampol bill and any transferred credit.

Thanks again for bringing this to our attention and for giving us the opportunity to make things right. We’re glad to have you with AGL and want to make sure your experience improves from here.

SYED