Elysian Energy Customers

madmo on 03/02/2022 - 08:53

I recently signed up with Elysian Energy with one of the random referrals. I have been charged the subscription fee for a month that I was not a customer. I called them and was told that you are meant to pay the subscription fee upfront in advance and that their billing system is flawed in invoicing me for the month that I was not a customer. In other words, I was invoice for December usage (subscription fee for January) when I only started in January (also another subscription fee for February + the additional January)

Considering the first customer service person I spoke to was not aware of this and the second person telling me this, I just wanted to check with those here whether it is true that you pay upfront?

It seems strange that you pay advance upfront but their billing system is unable to detail this in the invoice.

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Comments

  • thebossmel on 03/02/2022 - 09:40
    +2

    Recently had a similar issue.

    First Bill has wrong date for Subscription Fee.

    Following is what I understood, if you subscribed their service from 1st January

    First bill will be issued for $80 (subscription fee for January) with some date in December
    Second Bill will be issued in January $80 (subscription fee for February)
    3rd Bill will be issued in February (subscription fee for March) + (January Usage)

    Bills Contains - Subscription Fee subsequent Month + Previous Month's Usage.

    • madmo on 03/02/2022 - 11:08

      Exactly the same with me!

      • ValueInvesting on 03/02/2022 - 23:15

        It's not clear when you sign up but they charge the $80 'subscription' in advance rather than in arrears.

        From their FAQ:

        How are bills determined for Victorian Residential plans?
        You will receive a monthly bill which includes your supply charge for the upcoming month and the included energy of your elected plan.
        If you have used more or less energy than your plan amount at the end of the month, your account will be debited or credited on your next bill.
        Other types of usage, such as a controlled load for your electric hot water or slab heating, will be shown as a separate charge on your bill.

        • madmo on 07/02/2022 - 10:52

          I think this is slightly misleading. The Plan Conditions had:

          Subscription plan

          This Monthly Plan includes 200 kWh flat energy and daily supply charge for free. Each instalment level of the Power Maximiser plan based on an estimated amount of energy that a typical household would use in a month. Each month we will invoice you the instalment of the subscription plan.

          Your usage will be invoiced monthly or if you have a basic meter, we will send you a statement invoice every month and a usage invoice every quarter, with the instalment of the subscription plan and the additional use if it applies. Please note the unused energy will not be refunded or rollover to the next billing cycle.

          Last sentence of the first para reads to me that they will invoice its customer the $80 each month and based on logic, it would be when the customer actually became a customer. It doesn't state upfront fees on sign up.

  • stirlo on 03/02/2022 - 10:03
    +2

    When I signed up they seemed a bit dodgy where they billed me the $80 fee on the first bill which was only for 7 days (meaning I couldn't use all my included credit). They then billed me another $80 on the next one.

    That said they're so cheap compared to other options I was saving around $50 a month with them so I just sucked it up and I'm way ahead compared to my old provider now.

    • [Deactivated] on 03/02/2022 - 10:37

      lucky i compared and i would only be $10 better off in summer/winter and $20-30 behind during spring/autumn

      • stirlo on 03/02/2022 - 10:41

        Interesting, I'm in inner Melbourne where the rate is 9.9c/kWh and I think anyone that has a power bill over $100 currently in my area would be better with them than other providers where the rate is around 20c/kWh.

        • [Deactivated] on 03/02/2022 - 10:58

          im paying 22.14 c/kWh with energy aus in sydney.

  • djkelly69 on 03/02/2022 - 10:58
    +1

    Have a read of the thread on Whirlpool. Paying the fee upfront seems to be normal, and often seems to be for a random date before connection, etc.

  • madmo on 03/02/2022 - 11:08

    It appears this is the norm. They should really fix their invoicing system and clearly state this in their terms (I can't seem to find this online).

    Thank you all :)

  • Switchblade88 on 03/02/2022 - 13:08

    You got to talk to a person??

    I fought tooth and nail to get my service connected with them for weeks and nobody would answer the damn phone. Trying to disconnect was almost as hard and they weren't even able to email any confirmation that my service was going to be disconnected as requested.

    • madmo on 03/02/2022 - 13:32

      There was a call back option while waiting which I used. Twice, the person called but had no clue and I requested to speak to their billing department which unfortunately, cannot be transferred to. The third person whom mentioned this payment process called after two weeks. I guess the low fees is why the support is terrible.

      Sounds like I will have a difficult time disconnecting in the future… which the third person said 'if you don't want to get charged for the following month's subscription, you have to cancel before the billing cycle starts' and 'no refund'.

  • Rollie on 05/02/2022 - 14:09

    Hi Everyone

    I'm looking at joining Elysian.

    My grid is Endeavour Energy, is anyone here on the same grid.

    I'm trying to understand whether there is a daily supply charge at all as it seems that there is only usage charge plus monthly subscription fee of 80.

    Also what does it mean if they quote the usage charge as" General usage rates 0.00 to 14.30 cents/kWh"
    Should I assume it is 14.3/kwh?

    Thanks

    • stirlo on 06/02/2022 - 15:15
      +2

      For me in Melbourne the $80 covers the supply charge plus 250kWh of usage. Comparing to other providers its roughly equivalent to paying $1 per day supply ($30) and 20c/kWh for the first 250kWh of usage ($50/250kWh). Then after that the usage price seems far lower than other providers (9.9c/kWh in my case). So as long as you're using more than 250kWh the more you use the cheaper they are compared to the competition (who's rates are normally 18-25c/kWh anyway).

      In your case I'd suggest the 0c is the price of the included first 250kWh with the $80 fee. Then you'd expect to pay 14.3c/kWh for usage after that.

      • Rollie on 06/02/2022 - 21:26

        Thanks stirlo for the information.

        That's good to know.

  • Jeffm on 10/03/2022 - 18:35
    +1

    I signed up in December as their rates were very attractive. Just received an email to say they are changing the rates and reducing the included kWh allowance. By my calcs this would add about $1k to my power bill for the year!!!
    Time to find an alternative.

    • rohanp16 on 25/04/2022 - 13:36

      What were the changes specifically (to rates and included allowance)?

  • madmo on 10/06/2022 - 20:49

    Anyone received new pricing?

    Got mine today and not looking good. From 80/m to 130/m

    And .3863 cents between 200-800 kwh

    Estimate increase of 1,864 per annum based on my usage.

    Fml

  • Anths on 10/06/2022 - 22:26

    I also received new pricing today, effective in 10 days time.
    Monthly amount $130 up from $80
    Included peak 200kWh which is up from 150kWh
    Included off peak 0kWh which is down from 100kWh
    Peak rate 49.72c/kWh for first 350kWh after included and 56.6c/kWh in excess of that. Up from 26.4c/kWh flat.
    Off peak rate for first 250kWh 41.43c/kWh and 42.46kWh after that. Up from 9.9c/kWh
    For me my annual electricity cost with Elysian Energy will go from around $1,290 to $3,127. That makes my bill more than double.
    Time to find an alternative it seems.

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