I spent the entire morning trying to get a refund from Origin, only to end up frustrated and without a satisfactory resolution. My ordeal began with being shuffled from one department to another, each time told they couldn’t assist and passed along, with long waiting times in between. Finally, someone was willing to attempt to help.
This issue started on July 9th when our account was over $500 in credit, anticipating a potentially high bill while we were away. The bill turned out to be lower, leaving us with a credit. Origin had already messed us around with the installation of a smart meter after fitting solar panels, rescheduling the installation date and then raising our rates while reducing solar credits. Frustrated, I switched to another supplier offering better rates and solar credits.
On July 15th, I called to request a refund and was asked to provide various identification documents, which I did promptly. Shortly after, I received another email asking for a bank statement showing the last Bpay payment, which I also provided. I then received a confirmation email stating that my refund would be processed within five working days.
Today, I checked and saw no refund, leading to my wasted morning. I was told the refund wasn’t processed because my bank statement was two pages, and they required it all on one page, despite the header being on the first page and the Bpay payment on the third. Because it wasn’t on one page, they refused to credit the refund directly to my account. Instead, they said they would send a cheque to my home address, which could take up to 28 days. I had no choice but to accept this settlement.
I pointed out that if I took 28 days to pay their bill, I’d be sitting in the dark.
Throughout this process, Origin’s inefficiency and lack of proper communication were evident. Initially, they failed to handle the installation of the smart meter efficiently, causing unnecessary delays. When it came to processing my refund, they repeatedly requested additional documentation, despite already having everything needed. Each department seemed to have no coordination or understanding of the previous interactions, making me repeat my issue over and over again. The final straw was their insistence on an unreasonable documentation format, ignoring the practical constraints of standard bank statements.
In summary, Origin’s handling of my refund has been a prime example of poor customer service, lack of internal communication, and bureaucratic inefficiency. Their processes are cumbersome and customer-unfriendly, causing undue stress and inconvenience.
ED: Thank you for allowing me to vent my frustration!