Sumo Bewertungen 

Terrible customer service. So far Ive waited 2 hr 30mins for a customer service rep to answer the phone. (only holding on because I am due a refund). I've done the call back option and noone has called back. Emails you send are not ever looked out, say no reply and it says to call them instead. How does this business survive with such terrible customer experience?

Had to change our account into husband’s name as he is now entitled to a government rebate. This means someone has to come out to read the meter, I explained on the phone how difficult this is as the meter is inside our apartment. Meter reader no show the first time even though someone was home all day. I sent Sumo a photo of the current meter read. No, they’ll send someone out again, stay home all day, no show again. Tried to phone them first thing today. Waited awhile, took up the option to have them call me back but when I pressed to do this it just kept me on the recorded message and still in the que, I waited 2hrs and gave up. Went to the website, went to the account, nothing there to help me. I also realised they didn’t send the welcome pack to my husband, only me and realised that they didn’t even send the info regarding our new rates/charges, only the product disclosure statement.

call centre never answer calls, it is constantly busy, takes days to get a call back, if you miss their call back, you need to call again and request another call back, and the cycle continues ...

I called on 8/10/26 morning to asked for the reconnection of the gas service. Due to my mistake, I have had the gas service disconnected on the previous day. Until then, I realized that my hot water system uses gas as well.
Although I am informed that it will take up to 3 business days to have the gas service reconnected, I am also prepared to shower without hot water for a few days, the reconnection had actually done around lunchtime on the same day (8/10/26). The servicemen has even knok on my door to tell me the good news.
A consultant has also contacted me today (13/10/26) to follow up the connection.
I am really happy with the outcome. I am very appreciated by the prompt action by all parties involved.
Thank you again with all my sincerlyty.

Currently on the phone waiting to be put through to the Final Reading / Disconnection team. I have been waiting 3hrs 27min...... I also requested the 'phone back' option to receive a call-back once my place in the queue was reached.... never received a call back.

I have been on the phone for 2 hours and 30 minutes and I called right on 9am im not impressed l would like to speak to an operator asap

Customer service seems non existant. I've been waiting for a call back for two weeks, they don't reply to emails or social media contact and reading other reviews, it seems that is normal.

They don't answer your call at all even after 2 hrs and 5 minutes of waiting. When you log a call back request, they don't even make at attempt to call you back.
I have singed upwith another company

I tried signing up with Sumo this morning. However, after putting all my details in and entering credit card details the website seemed to just stop and I have had no confirmation from them as well as the fact they are uncontactable by phone, leaves me now regretting trying to sign up as I have no idea if I am signed up or not with no way to find out. Really poorly run business. I'll be unsigning as soon as I can work out a way to contact them.

On Friday 18th of September after numerous attempts to ring sumo, I finally spoke to Alan sometime between four and 430. He was so understanding and explain to me that he would get back to me on Monday at a certain time. I wanted to believe him but because other staff had told me they would ring me back and they didn’t, I was sort of a bit suspicious that he wouldn’t ring me back.
But, he did ring me back at the time that he said in the morning and he sorted out no problem and assured me that everything would be alright. I was so impressed with his mannerism. I have never ever spoken to someone at sumo who had actually cared. I think he is an asset to your organisation and I just wish there were more people like him. After I spoke to Alan yesterday, a person by the name is Michael rang not realising that I had already sorted out my problem with Alan. He too, was such a lovely person to talk to. They were both so understanding. Believe me, I was amazed. I could go onto some more but I feel that really I just want to say thank you to both of them especially Alan who sorted out no problem with no complaints from him, but also Michael who was also extremely nice.
Anyway, I could go on and on, but I won’t but I really think Alan and Michael and I wanted to express my appreciation.
Thanking you for reading this kind regards, Stella Moschos

Bryce, you are an incredible customer service representative. The level of assistance and service you provide is rare for someone of your age; you are remarkably mature, thoughtful, meticulous, and comprehensive. You anticipate customer needs and concerns before the customer even thinks of them, offering multi-dimensional service and carefully planning for future steps. This is truly exceptional. What is even more impressive is the genuine dedication you bring to your work—your ability to truly put yourself in the customer's shoes is remarkable, as is your commitment to keeping your promises. I feel very fortunate that someone as diligent, responsible, and astute as you handled my call and helped me resolve my issue. Kudos to you—you’ve done a fantastic job, and you’ve really elevated my impression of Sumo. I am deeply grateful.

I was recently embarrassed being unable to pay my bill on time.
I rang Sumo and spoke to a young lady named Morgan. Unfortunately due to interruptions on my end, it took 3 phone calls. Each time I spoke to Morgan was a pleasant experience.
Morgan was able to organise a payment plan for me.
Her positive and pleasant attitude helped me greatly.
With customer service like this I will be a Sumo customer for many more years.

I am 80years old and needed help with my account and Shannon and Matt from Sumo were both so patient and never rushed me and explained everything to me. I am so grateful to them both as the service was excellent.

I'm trying to get through to *anyone* at Sumo for a simple query. So far, I've been sitting on hold for 5 hours, 10 min - spread over 2 days, with three "press 1 to get a call back" requests ignored.

My last spot in the queue ran for 2 hrs 7 minutes then cut out.

Now I'm persisting in the queue for the LOLs.

Michael was supremely helpful and really took a lot of trouble to find the solutions I needed. He embodies all the ideals of great customer service: he was knowledgeable; professional; kind and friendly. It was a real pleasure talking to him and I don't see how anyone could ever be better than Michael!

Only giving 5 stars because 20 wasn't an option.

I've been in a tough position financially for the past 2 months. I called to see if I could organise a payment plan for a large gas bill that was going to put me in an even worse spot. I expected to organise a payment plan with an agent who was indifferent to my situation, as I've come to expect from other retailers.

I was pleasantly surprised when I instead got Michael. While assisting me with setting up a payment plan he informed me about the VIC gov energy grant for people going through hardship, then did all of the busy work to apply for me. On top of that, he set up the concession card discounts on my account which I didn't even know about (due to my own neglect in reading the sumo deals).

I expected to end up having to pay the full amount over time and still take a hit that would see me eating nothing but bread and 2 minute Noodles for the next 2 months. Instead I walked away with the bill being covered and enough money left in my pocket to help me get through this tough time.

I can't thank you enough and Michael should be promoted, or get a raise, or at the very least a employee of the month if thats a thing.

Worst service provider I've dealt with. The payment link in their email didn't work, so I had to use the alternative online payment option. After paying, I only received a receipt number—no payment confirmation email or acknowledgment. I then tried contacting customer service, but after waiting on hold for over an hour, nobody answered. My bill is due tomorrow and I still have no confirmation that my payment has been processed. Extremely poor customer service and a frustrating customer experience. I would not recommend Sumo.

One of the worst sign-up experience you will encounter. They don't answer your call at all even after 90 minutes of waiting. When you log a call back request, they don't even make at attempt to call you back. it just chucked somewhere. When you fill up their form, they replied asking you if you have filled in the form correctly and ask you to return call with a given reference number. And guess what, nobody will pick up the call at all.

Tried for disconnection. Wasn't listed to, kept getting emails & bills. Got the ombudsman involved still got bills even though it was stated that I wouldn't & electricity/gas would be disconnected. Still connected. NOT HAPPY JAN!

I have just changed to a battery for my solar home system and I’m with Sumo so rang them waited 55 mini for someone to answer nothing pressed 1 for a call back nothing. Rang again next day same response. Have tried to log on to my Sumo account with my email address sumo does not recognise my email address even though they send me a bill to my email every month help!!!!!’ Go figure