Red Energy

Complaints

I called on Wednesday I got transferred to a guy tried to explain why I missed the payment and what to do he was so rude no empathy or compassion I asked for some one else got put on hold for over 20 mins no one called ke back to sort it out I today was on hold for over 25 mins and phone cut off

Dear Ajust, When I switched from AGL to RED Energy in October 2023, I was enticed by the promise of competitive rates and the appeal of supporting an all-Australian company. As a low-power consumer with AGL, I was already diligent in trimming costs at home, and I believed that RED Energy would further assist me in this endeavour. In six months, I learned that my total owing was approximately $3000. In April/May, I entered into a payment arrangement with RED Energy for $221 per fortnight and returned to a far more affordable AGL plan. I know now that I should not have left AGL. I am very much dissatisfied with RED Energy's billing practices. A significant estimation error was made and billed, leading to the current situation. I live alone, I am constantly mindful of my appliance use and strive to minimise all expenses. The bills I have received from RED Energy need to align with my usage, and their phone explanations have only added to my frustration. Given the significant impact on my finances, I am requesting a thorough and genuine revision of how RED Energy arrived at the charges it did. The sum 'owing' ideally should be forfeited, considering the circumstances and the potential error in the billing. This firm appears morally bankrupt for what it charges. The promise of saving money with RED Energy has turned into a personal financial nightmare. Instead of saving, I am now burdened with a staggering debt of nearly $3000. This situation is not just a financial inconvenience; it is a significant burden on my financial stability, and I seek a fair and reasonable resolution. I'm simply continuing to pay the instalments each payday; however, I have been encouraged to contact you by taking advice from a learned friend. Kind Regards, Michael Jones

With the cost of living on the rise, I'm looking to ensure that I'm on the most cost-effective plan for my home energy service. Having been with Red Energy for 1+ year, I am requesting a review of my account to determine if there is a more affordable option that suits my needs.

I'm worried that my current home electricity plan might not be the most cost-effective option available. Given the escalating cost of living, I'm keen to ensure I have the most suitable plan for my requirements. Could Red Energy please evaluate my account and inform me if there is a more affordable plan that would suit my needs?

On Monday 8/4/24, when I phoned Red Energy, to ask about how to reduce charging for my electric hot water system, a customer service officer gave me wrong information: (1) That I had no Smart Meter, so (2) That I should not have turned on the inverter to my new solar system (installed on 24/3/24) until the Smart Meter was installed; (3) That my solar energy company Arkana had not supplied a required 'Compliance Certificate of electrical works done'; (4) That an electrician would need to get up on roof to change wiring in HWS to change from my current Controlled Loading 2 plan to a regular power plan. I phoned Arkana, who assured me they had installed a Smart Meter on 24/3/24, with photos proving this; and had lodged a Compliance Cert Number MRA0058964. I spent a very stressful day trying to resolve this opposing information, and trying to get an electrician. When he came on 26/4/24, he assured me that I DID have a Smart Meter; and that to install a Timer for the hot water system, he did not have to get up o the roof. Red Energy rang me on 26/4/24 to tell me that I did have a Smart Meter; they did not apologise for giving me wrong information causing me such stress. Red Energy also told me my last very high electricity bill ($556), which was almost double the bill for same time last year, was because rates had gone up on 1/7/23, and that they had sent me a letter informing me of this. I did not receive a letter. Red Energy said their supply rates had gone up and down a few times since, even though my plan had not changed. I received no letters re this either. This has caused me, at 75 yrs old, a lot of stress.

I am a customer of Red Energy. Query why wasn’t I notified of the recent power outage and restoration time when all United Energy customers were notified? Meggy Tan

Waited 30mins to talk to someone. All I got was terrible music. Not good enough.

My husband just received an email saying our last bill was overdue. I am surprised it was not sent to me as I pay the bills and receipts come to my email address which is linda@walding.com I have searched for this paper bill and it does not seem to be here. I am always very careful in paying on time as we can't afford to miss out on the reduced rate for failing to do so. I can only think that we did not receive the bill. Our postal system is hopeless. I sent for my usual charity calendar. IT was addressed correctly and I waited and waited. I finally had a call from the charity saying it had come back and they were checking my address number. It was correctly addressed at 69 Summit St, Sheldon but delivered to 64. Instead of the person at 64 who has known us for 42 years just sticking it in our letter box, they must have taken it to the Post Office. The charity put it in a new envelope and correctly addressed it AGAIN. Waited weeks. Still no show. They offered me a refund of $25. I declined, saying it can be a donation. I went to the Post Office where they had no solution. No apology. The manager said she often has to re-deliver letters to neighbours because of this woeful service. Meanwhile we have had a water leak underground and been struggling with no water supply for a week. It has cost thousands to replace the whole system. I know these events have nothing to do with you but I am appealing on compassionate grounds for you to email me the missing bill (allowing the discount) which I will pay immediately. I am a loyal customer for three houses and I don't think this has ever happened before. I have promoted you to friends and refused cheaper offers from other companies because I want to deal with Australian companies like yours. Hoping you can see fit to help us out here. We are in our seventies so we can'y afford to lose any bonuses. Kind regards, Linda (and Richard) Walding 69 Summit Street Sheldon Qld 4157

I have just had my new bill and there is not the Qld Govt Cost Of Living Rebate of -$137.50 on my bill. And also this bill was estimated and not read - why? There is clear access to my electricity meter box at the front of my property. Customer No: 6465925

I signed up with yous last year and all I won't you do is send me a paper bill as I request I rang yous over ten times and waited for half an hour on the phone each time it's not a good way to run a business if you don't fix this I will take my business to someone that will at least answer there phones