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
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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.