Billing Reviews

“  I had a tenant vacate my rental house so I signed with Scana to keep heat in the house while I renovated and sold the property. I signed for $0.37 per therm. Did not lock in since I expected on a couple months of svc. At the end of the 1st billing cycle it converted to a variable rate. I expected it could go up by a few cents/therm. It went from 37 cents to $1.39/therm. They did not infom me of the potential magnitude of increase when I signed. Up. ”

“  I ordered GNG service because of the special that they advertised in my new neighborhood. I also registered for automatic payments. When my first bill arrived, there was a statement in all caps **DO NOT SEND PAYMENT**. In smaller letters the statement was "your payment will be deducted from your credit card" or something like that, so I did not send payment. When my next bill arrived, it stated that I had a past due amount and I was being charged a late fee. I also received a disconnect notice. This was after following their direction of not sending a payment since I had signed up for autopay. When I called the rep, they told me that there is a glitch in their system and payments are not automatically deducted until the second bill. She credited me the late fee. However, the next bill I noticed that my rate had been increased by half. When I called I was told because I had received a disconnect notice. Even though I explained to the rep that the only reason I received the notice was because of the glitch in their system. The woman acted like it was my fault and in her "graciousness" she would offer to give me a credit that was less than the increase they had caused and give me an increased rate from the original agreement I had with them. After 40 minutes of this rep not helping I was allowed to speak with the manager who understood what I was saying and corrected everything. My issues are 1. they have a problem billing that they know about yet they don't fix it 2. They have a problem but the customer service rep tries very hard not resolve the problem 3.People after me are going to have the same issue but may not be as persistent as I am to get what they deserve. I will not be continuing with them after my contract is up. ”

“  Customer support is terrible. They have no idea what theyre doing and how their billing is done. -Crazy that you would sell a service with no clue how its billed. On a call for 45min while the guy was researching answes(I guess) until he hung up. ”

“  The best the company can do for turn-on service is an 8 hour window. They can't provide a more narrow time frame so I have to take the whole day off to be at home. They won't give a notice before they arrive, and if I have to head to the store for anything and miss them then it'll be a whole 24 hours more to have a service rep arrive. Very bad customer service.

Billing canceled my auto payment which in turn canceled my account. Once I learned they were no longer accepting my billing because of a decision they made, I paid in my bill in full. But, 2 weeks after I pay, they send a rep out to turn off my gas. What company turns off service to a fully paid customer and won't turn it back on until the next day and only with an adult present at the house. I lose my gas service and a whole day of work just for a terrible company like Constellation. I am a very dissatisfied customer.

I am happy with the pricing of the service, but the price does not make up for the terrible service provided. Do not sign up with Constellation Gas or Atlanta Gas Light Service. ”

“  Have receive three bills this month already .Talk to two different Customer service Rep. never one could help me .Your new billing you change to is bad . Had no problem with old one . ”

“  DO NOT......I repeat....DO NOT... go with a company called Infinite Energy (gas utility service)!!! They are not coordinated with their e-Bill process. I received an e-Bill on the 16th, (FOR THE MONTH OF DECEMBER 2016) which got to me late btw. Today is the 20TH. The bill was supposedly due on the 5th (of THIS month), according to the service rep. And you disconnect my service?!?!?! Then when I call, you tell me there is nothing you can do, because you have to wait on AGL to turn it back on!!! I've NEVER heard of service getting turned off in the same MONTH of billing.... And yes, The account is fully up to date.....beyond pissed..... STAY AWAY FROM INFINITE ENERGY! ”

“  This was my first experience with having to get my own account from a gas company while living at an apartment, so I understood that the cost would be higher to begin with. However, I was not anticipating how much I would pay for an account versus how little I was paying for the bill itself. About five months into having an account, I did miss a payment and had my gas shut off (understandably so). However, getting it turned back on proved to be difficult. This is something you have to call for, and when I did, the person I spoke with on the line was rude and dismissive. I was unable to get my gas turned back on until later the following day since they had to come down from Atlanta. While on the phone with the representative, she took my payment for the fees to reinstate my account and to have someone come turn on the gas. Then, on my next bill, the payment showed up again. At first, I didn't think much of it, assuming maybe there was something they missed, but when the following bill had the turn on fee again, I knew something was wrong. When I called, they explained that I could not get the extra fee refunded and that I could only have it be credited toward a future bill. WHile this was not ideal, as I didn't have any wiggle room in my budget at the time, I had to go along with this. Then, on the next bill, they only credited part of what they owed me. I had to call again, and instead of crediting the remainder to the bill that was crafted and soon due, I had to wait until the following month for that part to come through.
After this debacle, I decided to turn on autopay. I had missed a bill before, and this whole process of getting it sorted out was nothing short of a nightmare, so I figured I would do myself a favor and ensure I would not miss another bill.
At the end of my contract, I received an email asking if I wanted to renew my contract. As my lease was ending, I did not, so I logged in to see what to do. The only option I saw was a button to say if I did want to renew my contract but nothing if I did not, so I (wrongfully) believed that it meant I did not need to take any further action. I saw nothing that said that I needed to call to cancel my account or that the end of the contract does not equate to the end of my account. I moved out of my unit at the end of August, and when I received a bill from GNG in September that autobilled, I assumed it was the remaining costs from the last billing cycle. When October rolled around, I got another bill, this one even higher (about $60). When I opened the bill and looked at it, it was for August 27-September 16 (keep in mind I moved out early/mid August). I called GNG and spoke with 2 representatives, as well as speaking to my apartment. They will not refund the amount and claim it was my responsibility even though I did not live in that unit and had not been in that unit for some time. I do understand that I made a mistake in not seeing the fine print, but as I was moved out and my lease was over, this should not have been my responsibility to pay. ”

“  My service was disconnected because the app doesent work right. I have paperless billing. The app would say I didn't owe anything when I did infact owe or would not let me pay at all. So it's cut off because the app doesent work well. I would recommend this service to no one. They shouldn't offer paperless billing if the app is garbage. Customer service isn't great either ”

“  according to my billing summary during my 2nd month I was charge $55+ in new account fees, registration fees , & taxes (which is essentially the same thing) I only used $8 worth of gas... Trash company. Im convience you guys just make up fees to make ends meet. ”

“  Been with GNG for 15 years. I had a fixed rate when I signed up and never received any notices to renew or change. I was confused that my bill was going higher and higher each month and decided to check out other companies. On April 15 I called Scana and was given a lower fixed rate and signed up. On April 16, I received an Email from GNG offering a lower per Therm and 12-month Fixed Plan IF I stayed with them as they had received a request from Scana for a switch in providers (Scana uses their pipelines). It was only then that I found out I was on a varible rate! I wanted to stay with GNG so I called GNG because I didn't want to change after 15 years and customer service stated I didn't have to do anything like calling Scana because my service would not start with Scana until May 1, 2018. Mind you, Scana had already contacted them. I decided to call Scana anyway. This was on April 20. Scana said they couldn't cancel my order because it had already gone in. May 21, I received a bill for $100.00 cancellation charge from GNG after she knew FULL well before she took the order I couldn't cancel with Scana.GNG is shabby and treats their customers like puke. The State of Georgia does not have a Utility Commission for grievances so they do what they want to customers. Now I am paying 2 GAS Bills per month a budget reconciliation bill of $800.00 from GNG and regular billing from Scana. Never missed a payment in over 15 years and I feel like they took me for my $100.00. Will never EVER deal with them again. Their customer services rep. need to be told it's ok if they don't know the answers to questions. They act as if and tell you anything and the customer loses in the end. They misled me and I feel it was on purpose. GNG KNEW on 4/16/2018 that Scana would not cancel my service when I entered service with them and the Customer Service Representative lied about I "didn't have to do anything" when I asked specifically if I should cancel Scana service! I know what was said to me! ”