I contacted AGL regarding non receipt of the solar credit which they has not refunded for some time. I was not getting anywhere with them and had to resort to lodging a complaint with the Energy & Water Ombudsman. The intervention by the Ombudsman resulted in my getting the refund. I subsequently received a phone call from AGL who informed me that they automatically send the refund on 27th October each year. I asked why I didn't receive a refund in October 2020 with a response that they were unable to explain. I then asked would I receive a refund this October '21 to which the reply was yes. I then said then I don't have to do anything further and the response was no that it would happen automatically each year. Needless to say that October has come and gone with no receipt of the current credit. The Ombudsman phoned me shortly after AGL sent the payment and they said that if I have further problems to contact them again quoting the reference number they gave me. Looks like that will have to happen. Sad really that I have to resort to lodging a further complaint when one considers that not only am I a customer, but, also a shareholder.
Hi @Ian-D, very disappointing that you ran into this issue in the first place, and even more so that it recurred. When you got in touch, were you trying to set up an automatic credit payment into your bank account?
No, after the matter was dealt with by the Ombudsman's office I told the person who phoned me from AGL that the credit balance used to be paid each year by cheque. That's when he said that AGL pays any credit solar refunds on October 27, each year as stated in my original post. That's when I asked will any credit balance be paid this coming October to which he replied Yes. I then said so do I have to do anything further to which the reply was that it would be paid automatically each year on October 27. I then left the matter at that and waited to see if it would occur and, of course, it didn't.
Yes, if no other payment method is established, the credit refund is paid out automatically as a cheque, via mail. Is the issue that you have not been receiving these cheques?
If your preference is to receive the payment as a direct credit to your bank account, this does need to be set up by contacting AGL customer service.
If your preference is to receive the payment via cheque, no further action should be required from you, but we will need to establish why you haven't been receiving them by mail thus far.