Lumo Energy

It seems like it is Lumo's mission to some how break some record on how many times they can put a person on hold and how many times they can transfer a person's phone call internally.

Why do you have to put a person on hold for the simplest things, verifications, questions about your rates, simple request.oh my God! It drives us insane! It's like you are trying really hard to drive us insane.

This is not the first time. The last time my wife got transfer through 5 different people just to close an account.

I don't understand why you would hire 5 different people just to close an account. So inefficient.and now trying to connect my gas is driving me insane. Seriously!

Terrible customer service from the top to the bottom. Even when you escalate any issues their managers can not handle it properly. Unprofessional, greedy, rude, low standard customer care, lack of appropriate communication and understanding. I had extremely disappointing experience with Veronica, Aashish and Varun.
I have closed my account with them and I will never go back to them even if they provide the service for free.
Their rates are not competitive.
Go AGL for both electricity and Gas.

Australian-owned does not mean Australian run, expect to nazigate the labyrinth of offshore call-centres when you have issues.

Rates are good, customer service is terrible.

Incredibly expensive. When I questioned why, I was told that my appliances must be old. I’d just moved in and everything was brand new.
Did the Vic Gov price compare, according to that site Lumo were going to cost me $3200 a year. Every other provider was in the $1800-$2000 a year range.
Terrible customer service as well.
Stay well clear.

Reply: You need to answer customers' queries when they're brought to you, not reply with meaningless messages on social media.
This a a review of Lumo Energy, it is a warning to anyone who's even thinking of joining Lumo.

The Cs refused to close my electricity account, I had to call them 3 times to try and cancel it.
I was overcharged every month and I am now paying half of what Lumo charged me on monthly basis.

Something needs to be done about this so called energy company.

Wow talk about being ripped off, they start off cheap to get your business and then proceed to rip you off after a brief honeymoon period, paying an exorbitant 47 cents a kilowatt. Stay away from this mob, funny I sent an email to them before I wrote this and got no reply. I've already signed up with another retailer who is far cheaper and gives me 7 cents for my solar and a cheaper off peak and supply charge. Loyal customers who aren't looked after don't stay loyal for long.

Been reading some reviews but can say quite honestly I had a good experience. Yes the wait time on the phone was a little long but then again it's much the same when you contact other customer service centres. I am an existing customer and needed to upgrade my electricity plan and was given a pretty good deal. The lady at the end of the line was polite and thorough, yes the customer service people are Indian but so what? Racial comments left by other reviewers should not be allowed & I think is completely uncalled for as this is about the service not the color of their skin! They do have competitive pricing and it's worth waiting on the phone for, maybe you need to cross check what time of the day you are calling and leave yourself ample time for the process. If you are a new client you can save yourself the phone call and apply on their website where the rates on each plan are clearly shown.

SIgned up recently for the competitive electricity rates in Victoria.
Waited about 15 minutes on hold, no issues there.
The company uses offshore call services that offer; Terrible customer service and long winded / irrelevant replies.
Specifically; they have an inability to give a straight answer and offer no sense of confidence in their service.
Called through twice now. Fingers crossed that the electricity is connected to the correct address.
Guess I'll find out next quarter.

Absolute worst customer service. Unhelpful and rude staff. Don't ever think of getting an account with lumo energy. Waste of time

Never never sign up with this company, you can not get disconnected easily, the sales team made me disgusting

Worst customer service I have EVER received! I spoke to 3 different people, all very hard to understand and EVERYTHING was apparently my fault! I have never experienced a customer service team blame the customer! Shocking behaviour. They didn't even want or try to fix the issue. Moving suppliers first thing. Monday!

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.

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.

Very very poor services.i have called on end of december for bills transfer.and they were still charging the old tenant.and if you make a payment they still charge ur account for the following month with the previous bills!

Can lumo be more dodgy on gas rate?

I have just received notice of price increase on my gas plan，and I am really upset with it.

I have just transferred from origin to lumo less than two months due to lower rate. Now lumo is increasing the price. I haven't even received my first bill yet. Are you kidding me?

In addition, the newest raised gas rate you offer me is way higher than your current basic plan on your website. Again, are you kidding me?

A sorry excuse of a gas company, so useless and incompetent, can't even close an account properly, contacted them in June to close my account, we're now in January and my account is still open and they have no knowledge of me closing it and they want me to go through their long and tedious process again.

Have refrigerated cooling yet even though it's on and it's 37 degrees the power hasn't been working properly. Two very sick one elderly and on machinery to breath yet we r paying through the nose 4 something
we aren't getting. Please lumo contact here to discuss options 4 resolution

Shocking customer service. A housemate moved out and we changed over accounts and lost our credit and now they are trying to charge us an extra bill plus got rid of the credit we are owed! Even though the current account holder has been paying the bill with her card when it was under the previous account holders name it’s apparently not enough to prove that the credit is ours even though we have all the bills as evidence. What happens in situations like this? It’s money thieving

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!

Terrible customer service can not understand what they are saying.
And waiting time on the phone is ridicules. No star!