Bundle discounts dropped after Energy Telco / Aussie Broadband platform migration (August Invoice)

[glen-robles]

Hi everyone,

I’m reaching out to see if anyone else has experienced their bundle discounts disappearing after the recent backend migration to Energy Telco / Aussie Broadband.

My NBN and two mobile lines had their recurring bundle discounts ($15 off NBN and $5 off each mobile line) applied without issue on my July invoice. However, on my August bill, all three discounts dropped off, and I was billed full price. My active AGL Electricity plan at the same address hasn't changed.

Has anyone had success getting support to re-link their energy account to the new telco platform and re-apply missing bundle credits before an upcoming Direct Debit run? Any advice on getting this resolved quickly would be appreciated!

[ChrisE_AGL]

Hi @glen-robles 

There are others who have been experiencing this issue, what you'll need to do is contact our support team who will then be able to get you the team who will be able to assist in repairing the link between the energy and telecommunication accounts and fix the discount up for you.

Thanks, Chris

 

[LoriG]

Hi Chris I’m having same issues here. I’ve reached out to AGL support via app Chat and phone call by 5 attempts and each with a waiting time of around half hour. But still couldn’t get the issue fixed as connection was discounted each time. Is there a quick way to make it work? Thanks Lori 

[JD_notagl]

Why is this left up to the customer. Horrible way to do business 

[LoriG]

I have been told that the extra payment I made will offset my next month bill. And I checked my current bill and i still made the full payment without credit applied. I contacted AGL again and customer service said AGL is no longer looking after my anccount and transferred me to another customer service. In the end I have been told that My energy discount is no longer available because my Telco service is not with AGL anymore. 

[ChrisE_AGL]

Hi @LoriG 

I do apologise for the delay in my response. 

The Discount should apply, if this has fallen off during the migration, if you contact our support team we'll be able to get this fixed back up for you.

Thank you, Chris