Thanks everyone 🙂

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@amber-eyed-girl wrote:
Today the guy was incredibly unpleasant.

Unfortunately my experience with them is that they are either just incompetent or worse...they know they are stringing someone along with no intention of fulfilling what they say.

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Any time my husband has spoken with them, they have been very nice and very helpful.

Everyone was nice and apparently helpful until today, and each spoke to billing, and said it would be rectified (so had the latest information from billing).

The problem is today's refused to follow through with their promised action.

Sigh. Will change because of that you see, rudeness and someone sometime has been lying, and they have not fulfilled their legal obligations.


I know that there will be other bad ones. I know that if there had been no rebate issues, it could have happily rolled on for years.

You get the true feel of a supplier when there are issues, just like with sellers here 🙂

My little rebate would not even be a drop there!


Hawk, yes, it is very tricky trying to choose new plans, that is why by default I stuck with Energy Australia when they took over TruEnergy. The plan conditions rolled over automatically, I did have to ask a couple of times per year to get the rebates (once for each service). The 12 months were around June and October, so did not coincide either. But that was easier then trying to change 🙂

Update:

Called the ombudsman yesterday after Energy Australia told me rebate did not exist.

Received a call today from a guy in Energy Australia's Customer Resolutions Dept

He said I was on the plan, I was entitled to the rebate, it did have to be applied manually, he apologised for the guy yesterday, and said he was going to speak to that dept about this.

The rebate has been applied up to May 2013, and the bills will now coincide May-May.

So in June, I am to call them again, for the 2013-2014 rebate, and tell them to look at his note on the account.


So a successful outcome but it did not have to be that hard 😬

In May I will look around but as rude guy is going to get a talk, I think it would be OK to stay with them as it has been resolved.

But it did take the ombudsman.


Thanks again to everyone 🙂

well done on standing your ground and going to the ombudsman - great result.

if you do decide to change maybe have a look at simply energy.
i have been with them for around 5 years and never had any problems with customer service and receive a 16% discount for paying on time.

Will definitely look at that, thanks 🙂