(Solved) Deal Not Honoured by Origin Energy 3 Months Later - Changed My Plan Retroactively and Billing Issues (SA)

beebul on 30/12/2020 - 10:15
Last edited 07/01/2021 - 11:54 by 1 other user

I will be calling Origin to try and resolve this matter, but I thought I would post here to try and obtain all the information that I can beforehand.

I got solar installed 5 August this year and have had nothing but trouble with Origin since.

Today I have received my first bill in 6 months (which was for a 3 month period and is showing no information for one month yet is pretty high considering their system said we should be in credit) and another email stating that they will not give me the deal that started in Sept and the prices have now been increased.

I just wanted to check on here how they can do this? How can this be anything but fraud – changing the tariffs that I was offered by their retention department (to not move to AGL). I actually would have been better off switching, but didn’t as their offer was better, and I started on that plan in Sept.

More background: smart meter was installed on the 30 August and Origin was showing me feeding into the grid but couldn't display and $ amounts - just kWh. So something seemed weird but I called them and they said their systems often had problems when a smart meter was installed, so I just kept an eye out on the app - was happy with the numbers it was feeding back and keeping a record most months I was in credit.

I have included the email to say the prices have changed (and will be applied retroactively) and my current plan (which is not being honoured).

What is my best approach with them, to be honest I think their back-office systems suck – yet comparisons with other providers are so difficult to do as they all use different sized and shaped goalposts.

Thanks for any pointers 👍

https://files.ozbargain.com.au/upload/159813/85842/charges.j…

https://files.ozbargain.com.au/upload/159813/85843/current.j…

Thread closed, Marked as Solved

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closed Comments

  • sunnypack on 30/12/2020 - 10:25
    +4

    Similar to Telecom, I think there's an energy ombudsman that may be able to help: https://ewosa.com.au/

    • beebul on 30/12/2020 - 10:30

      Thanks Sunny!

  • netjock on 30/12/2020 - 11:14

    I just wanted to check on here how they can do this? How can this be anything but fraud – changing the tariffs that I was offered by their retention department (to not move to AGL). I actually would have been better off switching, but didn’t as their offer was better, and I started on that plan in Sept.

    You should have received new plan documents as it is a contract. Should have chased it up. Problem with most organisations is most employees would like to pass the issue. Unless the person you spoke to remembers the conversation or did good notes on your account.

    • beebul on 30/12/2020 - 11:21

      I do have the documents I even posted the app details showing my current plan.

      They are changing it, raising the prices and backdating the price change

      • netjock on 30/12/2020 - 11:22
        +2

        Energy ombudsman it looks like.

  • wallet72 on 30/12/2020 - 14:05
    +1

    you signed a contract, they can't backdate and changes. They may have a sneaky clause in there that says they can but it's not enforceable. All they can do is put in changes and have you agree to them, or you can walk away.

  • screensaver on 30/12/2020 - 16:54

    you can do a lot better than 12% off

    • beebul on 30/12/2020 - 17:07

      How so, pray tell

      • screensaver on 30/12/2020 - 17:10
        +1

        well you now have a smart meter and a list of prices you are paying, so you have to compare. price per kwhr etc. Start looking at the below referenve price at comparison sites. We also look for sign up bonuses eg in wiki or cashrewards

  • Cheapskate Paul on 30/12/2020 - 20:03

    I agree that the letter you received is very strange.

    I could be wrong but I don't think your charges have changed very much. It seems to me that your "current" rates include the 12% discount, whereas the new rates do not. I think that you need to deduct the 12% discount from the new rates to find what you will actually be charged, which is almost identical to your "current" rates.

    A quick phone call should sort this out.

    • beebul on 04/01/2021 - 12:24

      You were right @Cheapskate Paul

      Called them to confirm 👍

  • AssociatedGobi2020 @ Origin Energy on 31/12/2020 - 08:15
    +1

    Ok. I work for origin and I swear that people inside the organisation genuinely try to do the right thing by customers. I’m sure this can be fixed or at least explained properly to you if you contact someone directly. I’m not comfortable posting someone’s email address here on the forum, not sure how I can give it to you.

    • beebul on 04/01/2021 - 12:23

      Thanks I called all resolved :D

      • AssociatedGobi2020 @ Origin Energy on 04/01/2021 - 14:20
        +1

        great to hear. Its honestly the best place i have worked and people seem to live the values.

        • beebul on 04/01/2021 - 14:24

          Good to hear - I'm happy with the customer service, I guess some of this is just back-office systems… and what company is perfect in that respect??

  • dsp26 on 01/01/2021 - 19:08

    Pretty sure you ended up with the same issue as me.. started with origin then to 2 other providers before finally getting it resolved at Energy Australia.

    turns out it was none of the energy providers fault, the solar installer hadn't submitted the electrical work to energex for the solar and we weren't in the grid feed-in database. I contacted energex who was able to tell me exactly what was wrong, but I couldn't fix it myself.. I "had to" get someone from my supplier to talk to energex about it to resolve.

    The problem was compounded with every retailer I moved to, and subsequent calls to try and resolve because I always got a new person and had to quote past reference numbers and let them try figure it out.

    EVENTUALLY, I just went via the suppliers (EA) facebook messenger so the history was maintained in chat history.. problem eventually shrunk, and someone senior stepped in and fixed it. It's easier this way if you understand how social media teams work in the backend and use FB itself or a stack like Hootsuite to 'assign' the message/issue to specific or same people

    • beebul on 02/01/2021 - 07:38
      +1

      Very interesting thanks for the info dsp.

  • beebul on 04/01/2021 - 12:25

    I want to delete this post now as all resolved, don't want to come across as criticising the company as I was happy with the resolution.

    • dsp26 on 06/01/2021 - 21:32

      report your original post

      • beebul on 07/01/2021 - 11:50

        Done 👍

        Thanks again

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