Sumo Omdömen 

The company stuffed up my billing and I had a terrible time with h AI who couldn't understand my issue frustrating and made me very annoyed however today I was given a lovely man who explained the issue apologised and reassured me that the company is working on the problem. The AI couldn't do that could not even tell me the problem could not be addressed because she could not get it.

a very nice young man helped me with all my queries in a very friendly manner

Faster to contact and as a new customer, clear presentation and quick response. Thanks.

My experience with Sumo has been exceptionally poor, marked by confusing billing practices, severe customer service accessibility issues, and a lack of transparency. I strongly advise against using this provider.

Unacceptable Billing Confusion The provider's billing system is fundamentally flawed and confusing. I received a payment reminder that quoted a charge of $189, which was higher than the amount on the original bill. No explanation was provided for this discrepancy. After paying the $189 on October 20th, I was immediately sent a subsequent text message demanding payment for an entirely new, higher charge exceeding $240.

This situation involves multiple, conflicting demands for payment without clear documentation or justification, indicating a severe systemic failure in their invoicing and communications.

Inaccessible Customer Support Attempts to resolve this billing confusion were met with significant hurdles:

Limited Availability: Sumo’s operating hours for Sales, Service, and General Support (9:00 am – 4:30 pm, Monday to Friday) are inconvenient and highly restrictive for most customers.

Excessive Wait Times: Despite the limited operating window, it took approximately 14 minutes to connect with a customer service representative, with over 10 minutes spent listening to automated phone messages.

Unclear and Unfulfilled Resolution When I finally reached a representative, the explanation provided regarding the multiple charges was confusing and ultimately unhelpful.

The agent mentioned that a $75 NSW government credit would be applied to the next bill to "sort out" the current balance issues. However, the agent failed to provide any clear documentation or explanation detailing:

1. The source of the original $189 charge discrepancy. 2. The nature of the second, higher $240+ charge received via text.

The agent Adam said he would send a follow-up email clarifying everything, but I’m still waiting to receive it. This is demonstrating a failure in internal follow-up procedures.

Conclusion Based on my experience, Sumo’s customer communication, billing processes, and customer support infrastructure are not up to market standard. Coupled with the fact that my rates were updated to a higher price soon after signing up, I cannot recommend this provider. The level of frustration caused by these systemic failures is unacceptable.

Sumo needs to lift its standards — or risk losing more customers. And I am moving my energy supply to another energy retailer.

Tasia was lovely - kind and patient, and helped me to set up my account. I’m in my eighties and find modern technology more difficult as time goes on.

You can’t contact anyone and the app is next to useless. Only use if cheaper

After a call to sumo, i received a call back immediately after setting up one to not wait on hold. The person on the other line was helpful and insightful explaining things to me calmy and proficiently resolving my inquires quickly.

I received a massive bill (>$4500) after no meter reads has been done for 18 months. This was not identified by Sumo. Their bills also say “meter read date” as their estimated date which feels deliberately misleading. Furthermore, the bill applied all the energy usage at the highest rate (50% higher) than the vast majority of the energy use period. It took a very long time for them to understand this issue and ultimately issue a reduced bill (although still approx $4000). I arranged lower rates, which were subsequently increased again 4 weeks later by 35%. They refused to alter the bill to the previously arranged rates.

My tarrifs went up by 105% from August to September, resulting in a $400 bill shock. They claim to have sent me an email on 15 July which they say I opened at 5:15am. I have no record of such an email. This story seems common with users hence I'm posting to warn - don't get sucked in by teaser offers (my first 3 bills were fine, the 4th was the jump). The only saving grace (hence the second star) was the guy on the phone was sympathetic enough and moved me back to a cheaper plan even knowing I would be leaving, to save me the sting in the changeover period. It's a low ethics but maybe still credible company.

Like many other people have also experienced recently.

I signed up a year ago and the last two months they more than doubled our energy rates with comparable providers charting 30-40% less (even with the VIC energy price hikes).

We will be re-reporting this company to the energy regulator and ombudsman.

Transferred at the beginning of July because of cheaper advertised rates. Got an increase letter in mid july, and another at end of july, now the rates are nearly double my last provider. Wasted my time, wasted my money. Today on searching reviews saw they were fined by ACCC in 2021 for the same thing. I tried emailing them... no email address on their website (red flag there!) and they have no google business listing (red flag!) Not on facebook messenger (red flag!) and they ban you if you leave a negative comment on their posts because they won't get back to you (huge red flag). I'll be making a complaint to ACCC and Ombudsman today.

There are TWO lies in that reply. I have all correspondence from Sumo during my sign up, and none of it advise of a July increase. Second, the DID ban my profile from their Facebook page because I can no longer see their page. Oh and I have double checked the increase letters, and wonder if they would like to double down on their “we sent a correction” assertion? Because I doubt the ACCC is going to see it that way - I don’t.

Poor, unhappy , have exit fee $160+ more

In July 2025, Red Energy Gas informed me they were raising their charges per MJ. Sumo Gas' website states their charges per MJ is around $0.29/MJ which is way lower than Red's new charges. So I joined Sumo Gas. Soon as they've processed my transfer, I received an email from Sumo stating their charges increased to $0.39/MJ plus daily charge has also increased by around 30% which is much higher than Red's. So quickly tried to switch provider again but it took more than a month to switch. In short, I have to pay Sumo their inflated charges for the time they conned me into joining them. I'll never even peek at Sumo website again when comparing energy prices. BE WARNED!!!

very stupid options with sumo, the customer service was unprofessional, lack of knowledge, the feed in tariff solar price is $0!!! when you ask why the need the solar panels, they have no idea !!! what kind of company on the planet?

I moved to Sumo due to their competitive pricing, only to have prices ramped by 30% (both daily connection fee and usage fee) within the first nine months. Yes, 30%!! I almost fell off my chair. Of course I left them within days, but there are cohorts of people out there that are not tech savvy to go onto comparison sites, or those too busy for life admin or others that simply don't understand the pricing / charges - these people are getting ripped off by these corporate fraudsters, and hence that's Sumo's business model. The ACCC need to either shut down these "pump & dump" practices or close this business down entirely. Ideally the later given the blatancy of their business practices. Conclusion: I recommend take them up on their cheap, hopefully likely loss-making customer-acquisition deal, but be ready to jump when they go to shaft you.

they raised the rates one week after i signed up even though bills were supposed to be issued quarterly, and was charged only peak rates. Impossible to contact, they changed their number that was on the bill. Stay away.

They changed my rates 3 weeks after I signed up. What a scam. I will now change providers. I am not putting up with this type of behaviour. Many other customers are reporting the same thing.