Review Time
As everyone says. These guys are Muppets to deal with. Pricing is terrible and call centre staff whilst friendly just don't understand anything. It is like I'm dealing with an overseas call centre. I agree the training is not there and staff are not equipped to know left from right.Don't sign up with. Search around and you will find a better provider
As everyone says. These guys are Muppets to deal with. Pricing is terrible and call centre staff whilst friendly just don't understand anything. It is like I'm dealing with an overseas call centre. I agree the training is not there and staff are not equipped to know left from right.
Don't sign up with. Search around and you will find a better provider
I switched energy providers from Tango Energy to Lumo Energy on the 16th of July 2025 as Lumo had cheaper rates for both electricity and gas. I recently received my first electricity bill from Lumo and it's incorrect. They are asking me to pay electricity costs and service charges to the property from the 27th of May to the 15th of July, and then from 16th of July to 21st of August. Since I only moved across to Lumo from the 16th of July 2025 and the previous period from 27th of May to 15th of July was fully paid and I was with Tango, I should only be charged for the current period (16th of July to 21st of Aug), not from the 27th of May as this was already paid to Tango energy.Lumo energy is fully aware of this issue and are aware that the 27of May to 15th of July has been paid to Tango but they insist that I call Tango energy and ask for a refund so that they can bill me instead for this period. I don't believe this is right as I expected Lumo to send me the correct bill from the 16th of July to 21st of August even if they have billing rights from the 27th of May they should contact Tango and organise this issues between themselves and not expect us the consumers to do their job for them. I just want Lumo to send me the correct bill for the correct time period.Ombudsman has been contacted as well.
I received an electricity invoice from Lumo stating that my previous invoice remained unpaid and that "immediate" payment was required. In fact the invoice had been paid on the due date and my account was actually in credit. Fortunately, I had checked my bank statement a couple of days before receiving the new invoice, and, therefore, knew that the invoice was wrong. I rang and complained but it was a waste of time. Lumo offered no apology and said that the "unfortunate situation" was due to the fact that its accounting is handled by 2 departments - one for processing payments and one for raising invoices. Apparently, there is no overlapping between the 2 departments. If there had been an overlap, the overcharged invoice would have been identified and notification of the error - including a revised invoice - could have been sent. The government rebate plus the payment that Lumo had demanded, if paid, would have meant that my account was in credit in excess of $110.00 - funds that Lumo would have been wrongfully accessing and using. With cost of living expenses, Lumo's attempt to seek further payment of an already paid account was shocking, appalling and completely unacceptable. However, and notwithstanding that the "unfortunate situation" was created solely and completely by Lumo, Lumo's position is that there "is no fault on its part." Lumo also specifically stated that it does not and would not "concede any error" on its part. As it is solely responsible for raising the incorrect invoice, I am at a loss to understand how (1) there is no fault on its part and (2) it insists that it will not acknowledge the error was of its making.You cannot rely on the accuracy of Lumo invoices.Its attitude is arrogant and dismissive.Interestingly, when I asked for a copy of the recorded telephone call purportedly to "resolve" my complaint, I was told it would not be provided and, further, that any request from the Ombudsman's Office would also be refused. Lumo was not transparent in its conduct and was somewhat disingenuous in its explanations as to why the "unfortunate situation" occurred.I will be moving to a different provider
This company is a total embarrassment. Used their online message service and was told to call them anyway. Called them to discuss a problem a client is facing with their account. Asked to speak to the credit dept or hardship team. I was advised neither would take a phone call to offer assistance. On top of this their price plans are way too expensive. Lumo is a total waste of space!
Awful customer experience. Emails take days to reply, no continuity to phone calls. I have been without a gas connection for one week and have not been offered support. I have received multiple delays. Strongly suggest using one of the many other reputable suppliers
Really easy to switch to lumo energy. Highly recommended if their rates are competitive for you Also if you refer a friend you get a $25 voucher, please use my code if you need to 8437735 and enter it in the refer a friend section when you sign up.
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Lumo Energy, as is Red Energy, a trading name of Snowy Hydro, which is an Australian energy retailer operating in Victoria and South Australia.
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