Sumo Reviews 3,041

Wished to have gas supply terminated and plugged and locked as have gone full electric. They failed on multiple occasions to have this done , made a dozen phone calls and was give dates but they had not contacted supply company to arrange , have been hung up on tried to make complaint about issue and hung up on again , I have had to involve ombudsman to get response

Decided not to proceed in joining Sumo and phoned back to not proceed. However they connected me to a plan anyway without my authority. This caused me more problems as well.

Stuck on hold for hours saying next in the queue after they want verify NMI absolute waste off time

Sumo's billing is deliberately obtuse and erratic. We had repeated difficulties clarifying bills and after closing our account we received intimidating phone calls in relation to a bill that had never been received. Go elsewhere,

I was lucky enough to be connected with Jy. Firstly, I want to give Sumo credit for being an Australian service where fluent English speakers answer the call. It makes the experience so much less painful than with other providers. Please don't change that. It is a huge selling point for me, but I'm sure for many other Australians as well. Secondly, Jy was polite, efficient and was able to answer all of my questions immediately. He was also very proactive in suggesting best set-up as we have have two meters on the new property - one for regular household consumption and the other for business. He made my decision to stay with Sumo very easy, despite being offered $175 cash-back from another provider. Well done.

Customers are harassed and treated in a very bad manner. behavior of staffs are very pinching for an educated or even middle class family.

I am very satisfied with the customer service team and they kindly helped my problems promptly with friendly and warm voice.

The customer service agent who took my call answered my query clearly and had exceptional customer service skills. By coincidence, I happened to speak with the same person the other week as well and he was lovely, helpful and friendly both times. That guy deserves the recognition and deserves a raise!

Additionally, I found the request for a call back option very valuable as staying on hold is never anyone's favourite thing. With that said, I didn't wait very long at all for my call back both times so thank you!

I spent days researching the best electricity option for my household and signed up to Sumo based on the affordable rates. About 3 weeks later, I receive a notice saying the rates are increasing significantly. I called Sumo to raise my concerns only to be told that "I was advised of the pending rate rise when I signed up". What nonsense!!! I would not have changed providers if I knew the rates would be increasing. And I see many people have had the same experience - Sumo are dodgy!

Do not believe any ‘good reviews’. This company has been fined millions by the ACCC and various State governments for deceptive conduct. I experienced it first hand. Advertised rates and plans were changed as soon as you transfer your account to them. My charges compared to what was advertised were at least 500% increase than my previous provider and even more than what they proposed for me to transfer to them. Put on hold for over an hour with every call which are then cut so you never are able to speak to anyone. Ended having the energy ombudsman assist which was a carry on. Changed providers within 3 months to another provider. They gave false information to the ombudsman stating they had called me numerous times to ‘resolve any issues’. Blatant lies as no calls in on my phone and no messages. Appalling to deal with and with the constant legal cases against the company how is the company even allowed to operate. Google the company for the findings made against them. If an offer sounds too good to be true it probably is!!! You have been warned.

Very dodgy. I signed up for a single-rate, non-demand tariff with a daily supply charge of 98c. However, when I checked the agreement, the daily supply charge was 124c plus a demand charge of 31c/kWh! I cancelled within the cooling off period.

AVOID LIKE THE PLAGUE!!!

47% above the regulator's reference price as at August 2025 ... that should tell you all you need to know! Others are 7 ... 8 ... 13 ... 14% LOWER!

TERRIBLE customer service ... IF you can get through to them!!!

I'm ABSOLUTELY convinced they're TRAINED to confuse and manipulate customers!

Awesome experience with great results, I like the fact Summo is an Australian company and you talk to someone you can understand on the phone.

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.