Sumo Reviews 

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

Worst customer service I have ever experienced. On hold for 40minutes when trying to cancel my policy.

Great customer service! Michael explained everything in detail & was very helpful. His help was very much appreciated

Very poor service. Customer service is pathetic. They say that their business hours are between 9 am to 5:30pm but stop answering calls at 4 pm.

Be aware of the Sumo website. When you select an electricity plan, it changes the tariffs and rates one the next window. Check to make sure it's not ripping you off by doing a sneaky rate change. Gotta love power companies...

I am appalled by the customer service at Sumo. I contacted them – I spent an entire morning waiting to speak to a customer service person – to arrange for my electricity to be disconnected Monday third of August. I now have a tenant in the property – they moved in yesterday 5th August. Sumo did not disconnect the power as promised and I’m concerned that I’m paying still paying for the electricity – I have spent in more than two hours yesterday and today trying to contact Sumo by telephone – I am going to the ombudsman about this. I’ve had problems with other accounts when I have taken on commercial shops and have had to go to the Ombudsman to get them to sort out Sumo‘s inefficiency - this is a really inefficient company and in the past I have had customer service officers been quite rude to me. I will never deal with them again.

Extremely proud customer service Very professional and helpful

my call was handled really well.
the call taker was extremely helpful and very pleasant to talk to.
she has given me some options which will assist us in handling our Sumo bills in the future

I spent over 5 hours on hold today (Monday) and we haven’t had any power since Friday. It is Melbourne winter and with no power we also have no access to gas as the pilot light went out and only way to re-light it is with electricity. This is unacceptable. I am extremely disappointed in their contact options. I would not go with them if you ever want support or to talk to someone about an urgent matter. The only excuse they gave me after over 5 hours and missing my shift, no heating, no ability to cook or keep good in the fridge, was that they have a new cheap offer so there is lots of calls. I am so unhappy.

Shannon was very polite and friendly as he helped me set up payment assistance. I really appreciate it, especially the time he was willing to help me with a form over the phone. Fantastic customer service, thank you.

Sakti is top-notch! He was extra helpful and relentless and finding a solution to my concerns. Very well done Sumo team!

John was amazing he helped me get everything sorted was very professional and perlite this man deserves a raise