Disconnect Reviews

“  Background: I set up auto-pay from the beginning using their service, the auto-pay was always working until there was one day, the gas was disconnected, I had no idea what's wrong with it, thinking about there might be an outage, I submitted a ticket and also emailed their customer service asking for a reason. Nobody replied to me, then a day after, I called their customer service, they told me there was a problem happened on auto-pay, so the payment did not go through for 2 months, then they disconnected my gas. They charged me a $60 re-connection fee and a $25 deposit to get me re-connected. I immediately paid the 2 months payment manually when the customer service told me the auto-pay was not working.

What did I do? I trusted their auto-pay system, but there was a problem. I trusted the customer service would know the problem is caused by their system, not me, but they did not take the responsibility. I trusted them that they would send me a notification if the payment did not go through, they didn't even send one and did not even respond to my ticket. What do they need? They just need their customers to pay for their fault.

Then I decided not to go further with this horrible company, and they charged me an additional $60 termination fee and a non-explanation base fee. How comes? The last month was already my last month in the contract, and the customer service told me that there will be no more fee charged if you close your account, your renewal will be automatically canceled. But their customer service cheated me! Their customer service also framed that I never used auto-pay, and I sent them the monthly email proof, and they never respond to me! See they do not need proof, they need $$$.

How horrible, my husband and I even doubt if they disconnect customers' auto-pay on purpose and charge them reconnection fee or termination fee to make money. These bad guys, are greedy not only make money from their normal gas provide but also their bad customer service. What can we do? We do not want to spend time on these rogue, we can only tell others these experiences, tell them that this company is not going to be responsible for their fault.

Guys please DO NOT use this company, DO NOT enroll in their auto-pay because that little discount will not cover your further trouble (both money and time) cost on them. Tell your friends and families to get away from them so your life will be so much easier!!! ”

“  Unfortunately I'm stuck with them my experiences have been mixed I'm a single father with 3 children living in my home and living in this pandemic has been tough on everybody, during this time gas south has disconnected my service 3 times forcing me to pay the entire balance which forces me to not be able to pay either part of my rent or buy less food, I have had only one experience when they actually helped, just got off the phone with customer service and she put me on hold so long I had to hang up, I think they know that you can't live without so they don't really care. I pray that none of my children get sick before I can get my service restored ”

“  I'm a single father of two girls who always pays bills on time. Xoom emailed me a bill on December 3rd which went to my spam folder, so I was behind by $67.54. They disconnected me on December 30th with no notice. After they disconnected, I received two identical bills in the mail showing a past due balance of $67.54. I explained to Xoom that they disconnected with no notice, and during a time when my children and I were in isolation because they were exposed to Covid by another family member. Xoom asked me to prove the covid isolation and I emailed 6 documents from my pediatrician office and the DPH. Xoom said these were insufficient and even after speaking with the president of customer service, they refused to reverse their mistake. Beware--they have no regard for human safety or customer service. ”

“  Gng is the absolute worse company Ive ever delt with . No other bills have I ever had problems with . Always on time no matter what . Right off from the start setting up with gng the representatives already told me different things repeatability. I just went with it because where I live this is the only available gas company that reaches in my area . The only thing that is connected to gas is my heat everything else is electric . Some how months before even touching my gas I was already getting charged for usage. This month is the first month Ive used the heat and with that being said its way over priced if Im already being charged for nothing . My bill was due on the 9th and due to them never being able to tell me when it is I was 2 days late , the first time I have EVER been late on anything like this . I called to pay my bill and of course payed my late fee which was 87$ ... as well as went ahead and signed up for auto pay to make sure I didnt miss it . I even had an email sent to my phone showing I signed up for auto pay that same day, had my card number taken and the lady took my payment with a thank you so much ms hazelrigs have a great day. Fast forward 2 weeks later and I get on my gng app and it says I owe A WHOPPING 208$ + 55 dollars for usage just within 2 weeks . In distraught and disbelieve I call them and the lady stresses to me that all she sees is the payment I made 1 month ago and kept repeating thats all she sees like a smart elec. when I expressed my concern that my card number was given to one of there representatives and I was told my payment went through but did not she kept repeating herself and said she didnt even see where I started my auto pay .
THEN of course , it never fails I get disconnected or hung up on and had to go through the automotive system and wait time all over .
After about an hour of craziness I get on the phone with a gentleman that confirms and sees where I did in fact start auto pay so I ask him does he see where I made my 87 $ payment . He tells me no and at this time Im completely upset and ready to proceed with setting up an appointment to disconnect my gas . I rather freeze then have to deal with them any longer and scam me . The man tells me he can wave the 200$ which I assumed that meant he would get rid of it due to an error of me not getting notified about another payment supposedly honestly making it up as he was going along. When its all said and done he throws in a couple more things and all the sudden he cant fix it and wont after getting my hopes up he could .
I DO NOT RECOMMEND . Ive spread the word to all my family members as well as close friends including my friend that was with me that heard me make the payment that day and they are positive they will never be joining gng. ”

“  They have no consideration for humanity. They will turn your gas off without needing you there but when youve paid them in full and its time to be reconnected, they need access to your home. Had the wrong phone number listed so never received a called about the gas being disconnected. Im 81 years old and that have left with without gas for days. ”

“  They will cut you service off without notification by phone even with automatic payment setup. They would not take back the $25 disconnect fee and it takes 5 business days to reconnect. Shanesha is who I got to talk to and she would not work with me at all. Infinite Energy please listen to the phone call I had with her! She was aweful. ”

“  I canceled service May 6th they put me on the phone with person in another country that cant understand English therefore it didnt get canceled now theyre trying to say I owe over $120. Its not my fault I kept getting disconnected and it hey dont understand English !!!!!! ”

“  I lost my credit card and contacted Gas South to change the payment method through my Bank Account. On May 15 I got an email confirming that payments would now be coming straight out of my bank account. Then I got a letter (not an email) dated May 22 advising that they couldn't process the $33.41 check payment received on May 15, 2020, and that my new balance would include a $30 returned check fee. They advised I'd have to pay immediately to avoid being disconnected. I went into their Manage.GasSouth.com site immediately and paid $120 to cover the supposed overdue payment, returned check fee and anything other fee you might decide to add on. And again I signed up for auto payment through my bank account. The overdue matter was a mistake made by Gas South, but, do you know what, I didn't feel like arguing, but instead will change to another company and tell all my friends how how handle business. The lost card had also been used for other auto monthly payments, but those companies emailed me and were paid immediately with no fine or made up fee. Your Customer Service sucks. You can keep the $30. Maybe give it to some poor soul who lost their job through the Pandemic - fat chance. Your acting like a dictatorship, you thoughtless people. ”

“  Horrible company! They will send you a disconnect notice after only being 1 week late! And during a pandemeic to boot! If I could give 0 stars I would. Go with someone else! ”

“  Service disconnected the first time - after I had signed up for "autopay". Service disconnected second time, after again singing up for "autopay". Overcharged, hit with reconnection fees, then the rep set up an entirely new account, but remained billing me under first account. Autopay now corrected. My bank statement showed debits in excess of $250. Service disconnected 3rd time. Now they're writing me a reimbursement check in the next 45 days, so I will have to fork out almost $600 for 2 months of service. ”