Just an FYI on my recent experience with AGL.
This is a long story btw.
A month ago I moved into a new property, then I signed up with Set and Forget for both Gas and Electricity. The discounts were as follow:
• Electricity: 18% Direct Debit Discount + 2% double up + $50 once off
• Gas: 16% Direct Debit Discount + 2% double up + $50 once off
Then a week after, they gave me a call saying welcome and why dont you have your gas with us? I was surprised considering I received sms from them confirming the schedule to connect the gas up. The guy checked and then said they made a mistake and didn't connect my gas as scheduled. Then he said for the inconvenience, he's offering me extra 2% on my gas account. Keep in mind I didnt ask for it. He was the one offering it.
Then I checked my account online. But there's no extra 2% off on my gas account. Neither is the $50 once off credit. So I chatted with online rep and ended up getting phone call from them. They said 16% is the best they could do, and there's no extra 2% like what I said. Clearly they thought I was delusional. I asked them to check my phone convo record to which they said they will do.
A month after, I didn't get any response from them so I emailed again. Then I got a reply:
"Thank you for your enquiry in relation to your gas plan.
This email is to advise we have taken the following actions:
- I can confirm that your gas plan is 16% discount for direct debit and 2% double up discount.
- Whilst this is currently the best gas plan available, due to the confusion I have placed a good will credit of $50 to your gas account."
Honestly I dont care anymore about the 2% extra as it's really little. But then when I check my account again, there's no credit mentioned there. Plus, I was already entitled for $50 for joining, so with that goodwill credit, i should have $100 credit.
So, I emailed them again to confirm. To which they reply:
"The current gas you are on gives you 16% direct debit discount off usage + extra 2% for having electricity with us.
The current credit balance on your account is $50 which was the amount you were meant obtain as per the discount plan. "
I am SO ANNOYED. They told me they would give me 2% off "For the inconvenience", did I get it? NO.
They told me, "due to the confusion I have placed a good will credit of $50 to your gas account". Did I get it? NO.
Not even an apology.
I'm leaving AGL ASAP
Update:
I received an email 2 days ago, finally confirming to $50 goodwill credit and $50 off first bill eventhough discount remains the same. I was too lazy to reply so I ignored it.
Then today I received a miscall from AGL again. When I called back, surprise surprise, the girl only has received my emails up to 25 May. I sent another 2 emails on 26 May which she hasn't received.
She did read through the emails though up to 25 May, I'll give her that credit. Then she said I'm not entitled to $50 one off credit on Gas, only on electricity. I told her to go to agl.com.au and check the Plan page which clearly stated $50 off each account. She said it was online offer only. I could feel smoke coming out of my head -_-" Then I told her that I signed up online with the electricity. She then apologized multiple times and confirmed that I am indeed entitled to that discount. I asked her to have that in writing and send it to my email address.
We'll see if I have to argue again when my bill comes.
But that really shows how crappy AGL system is. She doesn't have my emails on 26 May. And she doesn't know that someone actually had responded to me and confirmed those credits. I'm speechless.
</rant>
So you wrote this on a bargain forum because?