Disconnect Reviews

“  I've been with Scana for over 2 years. My service was disconnected on 8/2, bill was paid the morning of 8/3. I called customer service on 8/4 to inquire why service hadn't been reconnected, and was told that I can't get a service tech out to my house to reconnect until 8/7! Additionally, I'm being charged another $150 for the reconnect, as if I'm a new customer. The customer service reps were unhelpful and kept repeating the same lines over and over again:
"They DO NOT reconnect on the same day"
"They DO NOT provide service on the weekend"
"They can only send a tech out the next available date, only in 4 and 8 hour windows"
However, "If there is a gas leak, a tech can come out immediately to disconnect, but are unable to reconnect"

I've never had this happen before when there was a disconnect, and according to the customer service agent, "it is the responsibility of the customer to call after a disconnect to make arrangements for a reconnect. Scana does not reach out to the customer, even though the customer will need to be at home during the time of the reconnect. If after 10 days of no communication from the customer, Scana will automatically cancel the account! " CRAZY

Guess you better make your payments on time, because if not, you're looking at a 4-5 day wait! ”

“  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! ”

“  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 ”

“  They are some money driven that they disconnected my service out of an unpaid balance of 53.48. Single mother of two small children with special needs. So sad! ”

“  We have been a GA Natural Gas customer for 2 years. We had been set up as an automatic bill payer for the entire duration of our service. For a reason that GA is unable to discern (not a rejected pmt, expired card, etc.) the payments stopped processing. This was an error on GNG not us. They claimed they sent ONE letter to us about disconnecting (which we never got) and called one time- but were unable to identify what number they called and did not leave a VM. No email communication was sent. They cut off our service on a night that the temp dropped to 32 degrees. We have a small infant and with no notice had to find a way to heat his room and also were unable to bathe him or cook dinner. They can't get anyone out until 4-8pm the following day. This is ridiculous during a pandemic where we are unable to work in an office or even shower/stay at a friends house due to quarantine. This is not how you treat customers. Completely unacceptable. ”

“  Been customer for years with auto pay due to many military deployments. I received a disconnect notice today. After waiting on hold for 48 minutes, Michael, whom was not very cler told me the company moved and all the auto pay customers were kicked out the system. I asked to speak with a supervisor and was told they were not in the office. With all the fraud going on it is hard to believe a company of this size has moved and all auto pay customers are kicked out. I'm going to pay what I owe, I'm no longer going with auto pay and I'm looking or another provider. I guess long time customers don't matter. All I wanted was a clear legibly explanation and/ or speak with a supervisor. There was no apology for their mistake. I'm being taken for granted. ”

“  If you have another choice, make it. If not, keep ALL billing statements for at least 10 years after stopping service. Otherwise you may wake up one day to an email from Equifax stating that Gas South has reported your 8 yr old account as in collections.
1. April 9, 2025, I am notified by Experian and Equifax that a collection account has been reported by a collection agency called Transworld. I have never been contacted by them to dispute this debt.
2. I reached out to Gas South the same day via email. A Gas South representative responded and stated that the $500 debt in question was accrued from 2016-2017. This alone makes it ineligible for credit bureau reporting. Secondly, it is not owed at all.
3. I had Gas South service from 2016-2022 at the same address. It is absurd to suggest that somehow Gas South allowed a customer to carry a $500 balance that never got paid, month after month for 5 years! Especially when their own website states that past dude balances are subject to disconnection after going unpaid. By this policy, my service should have been disconnected in 2017, 2018, 2019,2020. But it wasnt. It was disconnected in June 2021. In order to reconnect, I had to pay the past due amount which I did and service was restored.
4. I paid all past due balance upon reconnection. Therefore, there was no $500 balance from 2017.
5. At no time did Gas South reach out to me using the same email I currently use that was also the email my account was established under. I never received a past due bill from 2017-2022 nor was I ever contacted by any collection agency in order to dispute the validity of this debt.
6. Rather, 8 years after this account allegedly becoming $500 past due, a collection agency reports this as a new unpaid debt. It is neither new nor is it an unpaid debt.
7. I have filed disputes with the credit bureaus and with the BBB. I will continue to pursue all available options until this matter is resolved. These companies have failed to follow the guidelines set forth in the FCRA and need to be held accountable. ”

“  After no missed payments for 23 years, I missed a payment due to an extended hospital stay and had my gas turned off. I owed less than $100, too. I received no notification of the disconnect. I was charged a reconnect fee and told it would be a few days to get the gas turned back on. I have no more sick time and have to work 2 jobs. It will be a long time before I can be at home to get this turned back on. Lots of needless cold showers in my future. I hate this company. Is this how you repay 23 years of loyalty? ”

“  We had Gas South service at our business for several years and the bills were mostly consistent and then we received a bill that was triple. We called customer service and they said it was because our contract had expired. At the time we did not want to go through the process of finding service elsewhere so we signed a new contract. A year later we sold the business and I contacted Gas South and let them know that the our business no longer existed and to send me a final bill, which they did. Shortly there after they sent a bill for a $950 disconnect fee. I called them several times to let them know that the business no longer existed and there were no funds. They decided to hold us personally responsible for the fee and hired a ruthless collection agency to go after us. We were then hit by two subsequent hurricanes here in Florida and I called Gas South to see if they would give us any relief. After numerous calls they finally agreed to reduce the fee to $500, which based on our current financial situation due to the hurricane is a huge burden, but they only cared about getting their money. They are a multi billion dollar company and the $500 is inconsequential to them but means a lot to us. They don't care. If you have any other choice, do not buy gas from this company, in the end they will rip you off.
npass66@gmail.com ”

“  They have fees for everything 10$ late fees. The bill is always high at least 70$ 20-30$ more than South. I only have hot water on gas and heat in the summer and in the summer months it's still 70$ they will charge you a 25$ fee if they disconnect. They are not willing to work with you at all it's a pretty bad company. They are in it strictly for the money with all the hidden fees and lack of assistance. Do not use this company it's highway robbery. ”