Customers and non-customers should be aware of an AGL-branded email scam that is falsely claiming to be from AGL. The emails are presented as an eBill and may include a heading that includes "Credit card autopay rejection". Screenshots are posted below.
The link asking you to ‘re-register your credit card autopay details’ takes you to a non-AGL website which is a scam website.
AGL will never email you to ask for your personal banking or financial details. Also, any email correspondence from AGL will also have the customer’s name and account details, including account number and supply address.
Anyone receiving this suspicious email should:
Forward it to firstname.lastname@example.org.
Flag the email as ‘spam’ or junk in your inbox.
Delete the email immediately. Please do not open or click on any links within the email.
For information on how to identify a scam email head to this Knowledge Base article or the Scamwatch website. Any customers with concerns about the scam emails should call AGL on 131 245.
Between Sunday 17th December 0:00AM to 10:30AM (AEDT) we’ll be tinkering around under the hood. We’ll try to make things snappy, but you might experience Community, My Account and AGL App login or registration issues between those times. In addition, the following services will be unavailable:
Direct debit management
Bill Smoothing sign up
Saving payment details in My Wallet
Self Service Meter Read
Modifying billing, contact details and concessions preferences
Modifying communication, flybuys and authorised person preferences
Self Service Meter Read
Adding or deleting saved payment methods
We're sorry for any inconvenience this may cause. In the meantime, you'll still be able to view your usage, as well as view your bills and make payments via My Account and the AGL App. We'll do our best to get our online services up and running again as quickly as possible.
We understand that the passing of a family member and finalising an estate can be stressful, so we have a simple system to help you sort out their energy account as quickly as possible.
We encourage you to contact us by phone on 131 245 or through our online webchat service so that we can help organise the best result.
We understand that you may not feel like speaking to someone straight away, so you can also request a call back via our online support form here. Just note when you would prefer to speak to somebody and we’ll endeavour to contact you at that time.
If you need to contact AGL from overseas, you can also call us on +61 3 8633 6000.
You don’t have to be family or the executor of the estate, so long as you can tell us the account details to ensure we are providing the correct service.
One of our customer service representatives will then guide you through the steps needed to close the account, or transfer the service to another account holder if you still require an energy supply.
What information will you need?
For our customer service staff to help, they will need to know your name and contact details, your relationship to the account holder, and the name of the executor (if it isn’t you) and their details.
If the energy supply needs to stay on, AGL will need the executor or someone else to take responsibility and have an account set up in their name.
And if our team require any additional documentation they will let you know and find the best way for you provide this information.
Also know that more help is available to you. If you require financial advice during this time, you can contact the Department of Human Services, who can refer you to the appropriate service.