Lumo Energy

I received terrible customer service when setting up a gas account at a new property. Customer service rep was rude, and would not listen to my concerns and requests, instead threatened to cancel the gas connection to my new property (technically impossible and illegal to do without consent). Unwilling to compromise or discuss alternative options to what was suggested, and I was patronised when explaining the information I was given regarding my gas meter and access requirements by my building manager. Super disappointing.

The WORST customer service I have experienced, bad english, bad manners and terrible dispute resolution after incorrectly billing me for over 9 months. Strongly reccomened against ever using this company. Off shore call centre at the cost of the customer.

I have had issue after issue with connecting our property. A typo meant the wrong address and after several calls to correct this, it is still incorrect after 2 months. Customer service entails getting put on hold constantly and transferred to every department where no one seems to know what to do.

I've been trying to change a mailing address for 3 months. Sent emails, called customer service and complied with requests for proof of ownership. Each time I get told I need to provide something else. Just ridiculous. When the PO Box expires Lumo won't be getting paid because I won't get their bills. I have tried to explain this but they just ignore me. Contacting the info email is absolutely useless so don't bother to suggest it. I'm not asking for free power or a discount, I just want to change a mailing address. How hard is it - extremely hard!!!

The customer service is awful. I have contacted many many times to receive a refund for my accidental overpaying of a bill. While I understand it was my mistake I needed to cancel my connection to Lumo Energy due to moving out of a rental and I've only received a large amount of grief trying to receive my final reads as well as receive my refund that is almost $200.I'm happy to have finally cancelled my accounts with this company however I'm still in need of receiving my refund and the final reads that I was told through text message that they would be sent to me through email within 3 business days and it has now been almost a full week.Awful service, awful communication and an awful time spent dealing with this.

Absolutely appalling customer service, I have been trying to switch to them for 5 weeks after comparing company’s and after many phone calls with various people who can bearly speak English, as they have registered me for a different address over the other site of Melbourne.I just got my first bill still registered to the wrong address!!!! f…ing useless!!!!

By taking regular payments from my account, and then getting discount for early payment Lumo have built up a credit. You would think this was a great thing. Once I brought it to their attention, they eventually gave me a super cheap rate and sent me the credit I had built up.Thank goodness as I needed it to pay other bills.

i have been with Lumo for many years and have had a good experience in the past, i few issues here and there, a little mess with accessing my online account but overall pretty good.HOWEVER, recently it's been extremely bad:they send us emails saying that our contact will end on the 31st of Dec and to call prior to change plans otherwise we will be put of the Vic default offer.we call, spend close to 1hour. verified my wife 4 or 5 times (account uder her name) and result? you'll be put on the new more expensive offer from October (altough contract ends in December)if you don't want that you need to wait until the contract ends.we wait, call back in January. issue continues, if we change before the billing cycle" it backdates to october because "we cannot split the billing cycle". solution? wait until you recieve your bill. then you will be put on the vic default offer for a month

I have been with Lumo for almost a decade and have only had positive experiences.Upon moving from rental to new home it was incredibly easy to transfer my same account across, very quick, efficient, and seamless.New property has gas which was equally as easy to set up.Thanks Lumo!

Indian customer service reading from a script. Going in circles just to setup basics like monthly direct debit. Continuously having to go on hold to speak to internal department". Tells me I can't setup evenpay for monthly despite it written on their website. Then tells me the minimum monthly payment will exceed what I'm already paying for 2 months!? Zero stars