Shocking endless wormhole of call being transferred
I am honestly shocked by this experience. I have been on hold for 2 hr 45 minutes, about every ~20 minutes, a representatives answers the phone and says "how may I direct your call?" To the first few, I explained that I have been overcharged and need to fix my rate. They reply "please hold while I direct your call". To the 4th person I said "please, can you stay with me, I keep being redirected" and she cut me off and put me back on hold. The 5th person I said "can you please help me, I've been on hold for 1 hr and 40min and I keep being re-routed to no one, I feel trapped" she proceeded to the same "re-directing your call" speech. I begged her to stay on the line and she put me on hold while I asked for help. The 6th person I put on speaker phone for my family to hear. Once again I said "I have been on hold for 2 hours, would you please stay on the line to resolve my issue?" and they repeated the "please hold while I transfer you" message.
My family wondered if it could be a robot, and now I am wondering the same thing. I honestly wonder if this is a scheme to break people down. I am extremely disappointed because I have been using GNG for over 5 years, and they didn't used to do this. I really don't know if I will continue with GNG if is how they treat their customers.
I honestly have a very easy issue to address (they convinced me to do a seasonal savings plan where the automatically turn on the gas during cold seasons-they said this was a batter deal than turning it on and off and that I could call to adjust the rate-turns out the rate they are automatically charging me $1.85/therm rather than the .40-.50 cents I typically pay). Instead of addressing this issue they've wasted my time, and the time of 6 representatives (if they are even real people) for no reason.
I can never get these 2.5 hours back. GNG please fix this. ”
Georgia Natural Gas ®
responds October 28th, 2021:
We appreciate you providing feedback on your experience with our company. We apologize for any delays you have experienced while reaching our call center due to higher than usual hold times. We have attempted to contact you by phone and email listed in your review. Please contact us at your earliest convenience to discuss your review. ”