I have been a customer of Energy Australia for gas and electricity for several years, with separate bills for each.

The initial plan included a rebate of ten percent at the end of twelve months. At the end of the contract, it has always rolled over, and has the same plan name on the bills.

No written changes to the rebate have ever been issued.

For several months, I have called them as the rebate has not been applied. This has been the usual practice since the first year.
They have told me that there was a problem with billing on the plan, and the rebate had to be applied manually, and that there was a backlog. "It will be on the next bill". In previous years, it has been sorted out, quickly.

They have said no new customers are being put on the plan as a result, and offered to change it to a monthly rebate once this was sorted for 2013.

Today, after speaking with four representatives over the past months who all spoke to billing, and promised the rebates, I was told the plan rebate does not exist.

I have been strung along for four extra months, while they have promised to fix it.

Today the man I spoke with refused to let me speak to a supervisor.

He refused to give me the names of the other representatives I had spoken with, who all said I would get the rebate.

Legally, they are obliged to notify of any changes prior to their application. I told him this. He offered to send it out now.

It is now with the ombudsman.

I am in Victoria. Does anyone have a good retailer? As soon as this is over I am changing.