High estimated gas bill not updated with actual meter reading

[ashok89jan]

I am new to Melbourne and recently received a gas bill from AGL showing an estimated usage of 210 units. I contacted their customer service team, and they requested the actual meter reading, which was only 40 units higher than the start reading.

They informed me that the bill would be updated and that I would receive a revised version. However, even after waiting for 10 days and following up multiple times via chat and phone calls, the bill has not been updated. With the due date approaching, I am concerned that I will be required to pay a significantly higher amount than what I have actually used.

Is this a common issue? Why are AGL and their systems unable to manage such a basic process efficiently?

[SYED_AGL]

Hi @ashok89jan 

Thanks for reaching out, and I'm really sorry to hear about your experience — I understand how concerning billing issues can be.

In most cases, any billing adjustment is reflected on your next bill, rather than the current one. You’ll be able to see the adjustment clearly itemised when that bill is issued. If you’d like a detailed breakdown of your charges in the meantime, you’re always welcome to call us and request an account statement.

Just to clarify, meter readings are conducted by your energy distributor, not directly by AGL. We act as the intermediary between you and the distributor, helping to communicate and manage your account.

If you have any further questions or need support, please don’t hesitate to get in touch — we’re here to

SYED

[ashok89jan]

Hi Syed

Thanks for responding.
When you say the amount will be adjusted in the next bill, its concerning to me. My average usage is around 40 units per month. The estimated bill I got is for 210 units, which made the bill amount go really high. 

Firstly, I have to pay such a lumpsum amount which makes my budget go for a toss. Secondly, since the estimated unit is really high, it will take around 4-5 months of usage to cover the cost I paid upfront. 
I gave the meter reading to the customer support team on the 26th, and its sad that they cannot correct the bill in their system.
Now, I am forced to pay the whole amount and wait.

[SYED_AGL]

Hi @ashok89jan,

Thanks for reaching out

If you've already submitted your meter reading and the amount on your account hasn't changed, that usually means the reading was in line with what we had estimated — so no adjustment was needed.

That said, you can always enter your latest meter reading through your online account or the app. Once entered, your account should update immediately to reflect any changes in your balance, regardless of any previous bills you've received.

If you'd prefer, feel free to send us a private message with your account details, and I’ll be more than happy to take a closer look for you.

Let me know how you'd like to proceed — I’m here to help.

SYED