Direct Debit not setting up

[Sculls9]

As a long term AGL gas and electricity customer, I recently moved internet to AGL as well. The connection is working however the system won't let me set up a direct debit from my bank account. Have tried numerous times but keep getting the message "This process may take up to 90 seconds. Please do not refresh/close this page." while having a spinning wheel of death showing. The 90 seconds is well and truly up and still no direct debit set up. This is despite having direct debit set up for my other two accounts.

Reading some of the complaints, not sure I am alone. If it doesn't get fixed, I'll benefit from the discounted rates and when they are over, will switch back to my previous provider.

[Natasha_AGL]

Good morning @Sculls9 

I am so sorry for the experience you have faced with setting up the direct debit. 
I wonder the error you are facing whee it says to wait 90 seconds, would it be possible to just confirm with us via phone on 131245 or the live chat platform, there is a couple of things we can do to make sure it goes through. 
Even as simple as if we have incorrectly spelled your last name, or even the date of birth is 1 day off, and we have made the mistake of the wrong details will affect the setup of direct debit. 
I understand this has been frustrating however,are you able to contact us via phone or the chat platform, and we will see what we can do to fix this for you?

Kind regards, Natasha. 
AGL Telecomunications. 

[Sculls9]

Thanks AGL Natasha. I rang and it appears that you I can't set up a direct debit unless my balance is nil. I've made a payment by BPAY to clear the account but this seems a very silly requirement. Perhaps ok if the outstanding amount must be paid AND I can set up direct debit but now I need to come back once the account is cleared but before the next amount is raised to set up the DD.

Not a great customer experience particularly as I have both electricity and gas already set up to be paid via DD. Wouldn't it make sense to have given me the opportunity to use that process when I initially set p the internet account?

[Sheena_AGL]

Hi @Sculls9 
Thank you for getting back in touch with us.
I am glad to hear you gave us a call regarding this and appreciate you sharing what was advised upon the call.
I do agree with you if the direct debit is set up on the energy then it should also be on your telco account.
We would love to pass on feedback about this experience for you.
If there's anything else we can assist with, please don't hesitate to give us a call on 131245, or on our live chat platform.
Warm regards, Sheena
AGL Telecommunications