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Monday 18/7 after 30 minutes on hold, their rep took the details to advised it could be amended back to the quoted rates but I needed to be transferred to a different department. Phoned Saturday 16/7 and spoke to a consultant within a few minutes - but he could not help - told me I would have to call back after 9am on Monday (My experience with customer service would suggest they should be calling me). Immediately emailed a query on this to them that still remains unanswered. I signed up on 6/7 and received a confirmation email on 13/7 but with totally different rates than the ones originally of. Delays on the phone were long, but to be fair they would be inundated with calls because of the Energy Compare program and I get that. One friend had a positive experience so I figured maybe they had turned the corner. I was keen to try them for Electricity and Gas as they are Australian owned, even though their review scores were so low. I like others was guided to Lumo via the Victorian Government Energy compare program. Luke Snell per William Snell account 6909638 Nobody should have to spend so much time on hold!!! Ever. Would it be too hard to clearly and boldly have the words GAS and Electricity on your accounts? It is faintly written at the top right of the statement I have seen. It took 20 minute's combined and both calls were answered immediately. Today I worked on his insurances with you and MLC. My afternoon was utterly ruined and left me very upset and unable to manage other matters. Yes I had made that error and that was all I wanted to know? Busy or not, that is just poor business practice. I can only imagine the confusion this must cause your elderly customers.
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I've since asked around and been told it happens all the time. As he has passed away it is still important to keep payments up to date to prevent further anxiety. It ended up with me being on the phone from 3:15pm until 4:50pm just to find out whether I had accidentally paid funds into my father's gas account instead of his electricity account as they are so si. Can you please send us a private message with the account details and your contact details and I will investigate this for you. I would be more than happy to look into this further for you however I do not have your details based on your question alone. We don't like making you wait, but also don't like rushing you once we have you on the line. Solving our customer's problems is really important to us, so sometimes it takes a little bit of time to do that. We apologise that you've had trouble getting through.
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All of these issues have increased call volumes significantly. You may be aware that there has been extensive media coverage of the energy industry over recent weeks on pricing, various government rebates and regulatory intervention. I am sorry to hear about your experience with Lumo Energy as this is not the level of customer service we aim to provide for our customers or the impression we intend to leave. Thank you for taking the time to pass on your feedback!. Their reply, their lack of professionalism, their clear lack of security & policy & procedures in regards to CUSTOMER SERVICE IS TERRIBLE! NOW GIVEN THE PAINFUL EXPERIENCE I'M EXPERIENCING VIA THE PHONE, "I WOULD NEVER CALL YOU BACK TO GET MY MONEY BACK!". His response was "We don't do that", "So how do we know that this is going to go through", His reply "If it doesn't come through in the next 5 days, call us." I was told "don't worry, I assure you we care about privacy", I then requested a reference number as a record of this transaction/discussion. When I questioned him in regard to security. So after spending over an hour on the phone explaining my story, the FOREIGN CALL CENTER ATTENDANT then repeats my personal details, bank account details & private information over the phone for him & everyone in the call center to hear. So I should ring them to GET MY MONEY BACK. So rather than Lumo sending me a cheque for my money, they sent me an email telling me they overcharged me & i now had a credit. Might I add that my call was for a REFUND!!! So I had to ring Lumo because they had overcharged me on a bill & as a result i changed providers. Spent over an hour on hold whilst Lumo spat out verbal jargon claiming to care about the customer & how valued you are & please hold the line as you're call is in the cue.