Every Month charged with "late fees!"

[Amanda2505]

I have rung AGL many times over for the exact same issue with my Telco billing. I have a bill due tomorrow that is $84.13 and my usual monthly bill should be $74.13. I get charged a $10 late fee each month and it's consistent from the AGL team since the moment I joined up Telco with AGL.

I either get a message the day of or day after my bill due date stating I incurred a late fee due to no payment recieved.

Each time I ring I am told my account has "insufficient funds", or that I haven't "set up a card for payment". Not even kidding! 

I have talked to many team members from AGL regarding the the same issue, each time with the exact same problem. 

I have set up a direct debit, many times in fact. I've had to go through the process of them sending me a code to my mobile which I have to repeat back to them, them they send me a link to set up a direct debit. I have messages that confirm that with dates stating I have set up a direct debit. 

I set up a direct debit on the 18th June 2024 and again on the 8th December 2024, and yet I still get late fees.

I had done this to avoid the late fees, even though I still incur the fees every month. I past the point of pissed off! 

I have called to complain many times over for the same reason and then I get told I have "insufficient funds" in my account and that my bank has confirmed this, even though im in my account at the time while talking to customer service team member and my account has thousands in it. 

I set up my credit card for direct debit as I am unable to set up my debit account through AGL. I don't know why, AGL just won't allow me to do that. 

My credit card is a $3000 limit and I never go over $1000, my normal account has thousanda, and I have a saving account also with thousands in it. When I pay an AGL bill I transfer the money from my debit to my credit, to make up the difference the bill takes out also when they state my accounts are insufficient I ring straight away and pay it from my "insufficient funded account" but the money is surely there when I call and have to arrange a payment over the phone. I just don't get it. All excuses to get an extra $10 fee for nothing. 

I moved over to AGL because I was already with Belong internet, AGL called me up regarding this deal, I didn't call them and because everything matched up I just moved over to their billing for the discount.

Unfortunately I haven't had a discount from the moment I moved over to AGL. I wished that I just stayed with Belong, separately.

I rang up again today, I was transferred to three departments about my bill, the third department was finally the Telco department. I was annoyed that again I have to pay another late fee and all the guy said was that I had insufficient funds, and that the bank confirmed it lol. Again even though my account has money and more than enough for this one little bill. 

Im going to pay my bill and cancelling my Telco and Gas with AGL and will never return to them, EVER! No joke! Worst service ever and worst excuses to get an extra $10 for a late fee. Excuses, just disgusting! 

I'd rather pay the extra to another company knowing its exactly what I signed up for, no lies, no excuses. All played out on the table. 

You screwed up AGL, you're a terrible con of a company! 

[Natasha_AGL]

Good morning Amanda, 
I can understand that is really frustrating, to be calling every month and getting billed a late fee when you have a direct debit set up is really annoying, time-consuming, and frustrating. 
I am again really sorry about this. 
What we can do, are you able to call us on 131245 speak with the escalation team and see if you are able to get some assistance from my department, it does definitely sound like an issue. Have you also contacted your bank to see if that has anything to do with the issue as well?
Kind regards Natasha, 
AGL Telecomunications. 

[Amanda2505]

Natasha, Last night I manually paid my $84.13 bill on the same credit card with the "insufficient funds," and it went through, no issues. 

I pay each month with me doing either  manually with no issues or by ringing up the team to make a payment with no issues and its the same card, after I get a message stating they couldn't get a payment due to "insufficient funds".

I ring or sort out the payment and also sort out that extra $10 late fee each time too, But to AGL my account is always "insufficient".

Why would that be? And also the same card? It is the only card I have ever used to pay my AGL Telco account. 

The card has funds in it, it always has, I hardly use my credit card, it's only for fuel and the one off billing like AGL Telco. 

And Natasha don't worry about it, I keep true to my word, I'm cancelling my AGL NBN today. I will never come back to AGL again, EVER!!

And I'll also be cancelling my Gas with AGL too! You've left a very bad taste in my mouth.

[Natasha_AGL]

Good morning @Amanda2505 
I am really sorry I know this is so frustrating, but I am unsure as to why this is always happening to you. It does sound very annoying and frustrating to say the least.
This should not be an issue you should face every month or at all. I am sorry again that this is happening to you. 
Apart from this is this the only issue you are facing with us?
If possible can you call us again between 8 am-6 pm we will absolutely try and look into this together to see what we can do to resolve this. 
Kind regards Natasha,
AGL Telecomunications.