Billing Problems and Complaints (107 reviews)
Gross incompetence in resolving billing/payment issues
“
Currently owed a credit balance. Have been told three times that the check is in the mail. Have not received it. Doubt I ever will.
One address, one house, one gas meter .... three accounts (my former husband, the new homeowners, and me) all associated with the service at one address at the same time.
I requested discontinuation of service on 11/14/17 because House was sold and closing was scheduled for 11/15. Provided forwarding address for final bill. Received a HUGE bill and disconnect notice. I contacted GNG at which time GNG threatened to cut-off service if I did not pay the current amount due by phone even though I did not live there and had paid already. GNG had credited my former hisbsnds inactive acct. instead of my acct. They said they could not debit his acct and credit my acct for the payment; however, that is exactly what they did.
I have been told three times that they would refund my overpayment, but as of today I have received nothing but credit balance statements.
Gross incompetence in accounting practices and billing resolution. ”
December 18th, 2017
They will nickel and dime you on late and disconnect charges
“ Once you are late with a payment for a day, they will put a $10 late fee on you and send you a letter in the middle of the billing cycle and if you dont pay their $10 late charge immediately, they will put another $10 late charge, and then send you an intent to disconnect letter for which they will charge another $10. This is ridiculous and on a boarder with harassment. I will disconnect from them as soon as my contract is over! ”
May 18th, 2023
I should have listened to the negative reviews
“ I am a new customer to Xoom. I contacted the company about my first bill I received that was for only 2 service days. Starting 9/1 ending 9/3. They charged me the full AGL base passthrough fee of $28 dollars for only 2 service days. When I inquired why my first bill would only be for 2 days or why they could not prorate/credit my bill they said Sorry. Our system automatically starts new service dates on 1st of each month. Okay no problem, but if they know new service starts on the first why would they have their billing system setup to end statements on the 3rd of each month? This means each new customer gets charged the full AGL passthrough fee for only an initial 2 day service period. Seems like a scam and a rip off too me. They tried to tell me it all had to do with the day the meter was read. Okay fine too, but charging people a full base fee for only a 2 day service bill is unethical at best. ”
September 14th, 2021
Enrollment billing
“ I enrolled in May and never have received a bill to date (7-15-2018) I pay my bills on time but how can I get a bill sent to me so I can pay. I am concerned that I owe gas usage but because I have had no contact with the gas company they will show me not paying when it is not possible for me to pay without an invoice to pay. very unhappy concerning billing and Account management, Customer Service ”
July 15th, 2018
Disconnection notice after they apparently applied my payment to the wrong account
“ I received a late notice about a week after my bill was due in January 2024. I checked my bank and it showed an EFT in the full amount of the bill cleared the bank and was paid to XOOm on the day it was due. I figured it was just a hiccup in their system and disregarded it. This week I received a disconnection notice, saying the bill had not been paid. I called customer service and was told I had not paid the bill even though I had a reference number from the bank showing the bill had been paid in full to XOOM. Customer service said billing could not find the reference number and they would do an investigation to determine whose account that nearly $200 went into but that I still owned them the full amount or risked having my gas turned off next week. These folks have some issues. ”
January 25th, 2024
If you want to waste money...
“ Walton EMC is a gas services intermediary here in GA. With them getting paid to facilitate gas service for GNG, they are not a walk in the park to work with. Namely on renewal of service. The notification and renewal structure they have in place is more aligned with jacking up your price per therm than it is helping the customer get the best deal. They imply technology and other means to collect their fees (I literally got text messages when my bill was coming up, when it is due, when it is past due with links directly to the page to pay) but dont have the option to receive notification when my contract was about to expire and my price per therm was about to rise over 250%. We post it on 2 billing statements before your contact expires is the rhetoric they use, but when you thrust e-bill statements down my through every time I log in, I dont get the bill to see the notice. You literally have to log into your account, navigate to the actual PDF paper bill, not the account summary or ledger but download and view the bill, to see this information. This is a blatant failure to the customer which is why I emphatically implore people reading this to use another provider. Bill went from $60-$90/month to over $200/month due to contract expiration. It is obvious they would rather have your contract expire, even for a month, so they can take all of your money and potentially leave you out in the cold... ”
January 12th, 2021
Very poor service
“ Every person I spoke with gave me different information and no one ever called me back or explained any of my billing information. Was given the run around when it came to explaining my bill and changes I wanted to make. ”
December 26th, 2020
Constant billing issues - Poor customer service - Fair pricing
“
I went with Constellation because they were the only company offering a competitive 24-month fixed price natural gas plan with a reasonable customer service charge. Since then, I wish I would have chosen another company.
I have never had any billing issues with my three previous natural gas companies, but every other month I have a problem with Constellation. The frequently leave off the Atlanta Gas Light monthly charges and have to add them to your next bill. As such, I may be $20 one month and then $80 the next month because of the issue. My monthly bills look like a heart rate monitor when graphed. I've called them several times and they just apologize and say there's nothing they can do ”
July 22nd, 2020
DO NOT USE THIS COMPANY
“ They have decent prices, but when a billing issue arose, I had to call 6 times and speak with 6 different people - they never followed up or kept track of open items. They would not let me discuss the billing issue with the billing department. I had to go through customer service reps who did not understand the situation. Eventually, I just had to give up and pay the extra charges even though they were wrong. I decided it was best to pay them the charges and then just never use them again, than keep arguing with customer reps on the phone that did not understand the issue. Would never use them again, even if they had the lowest therm rate. ”
May 12th, 2020
Great rates, horrible service
“
Since signing up with Constellation in October of 2017, I have had nothing but problems with my bills from Constellation.
Auto pay took months to set up. I had to call them every month to make a payment because the web site would not show the actual amount of my bill.
The web site is misery - they always show me as overdue, would not reflect my payments, and never showed the correct amount I owed.
I never could download a copy of my bill from their web site. I had to switch back to paper billing. They never did send me hard copies of my previous bills.
December 2018 - there are at least 10 invoices posted to my account, which now shows as overdue, even though they charged my credit card for the December payment. I still can't download the invoices from the web site. I can only see they've posted several more amounts to my Bill in December.
When I asked for a supervisor to call me regarding my multiple complaints they told me a supervisor would call me back at an agreed upon date and time.
Instead, another customer service rep called me during my working hours and told me she couldn't arrange a time to call back - they were busy and I would just wait for them to call me back at their convenience. When someone called back (again during my working hours) they left a very arrogant message.
Believe me when I say their low rates are NOT worth the time and aggravation I've spent having to deal with them every month.
”
December 28th, 2018
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