Problems with Fees and Charges (36 reviews)
Pay attention to fees
“ Watch out for hidden "customer service" fees. Our fees, not made obvious when signing up for a great per-therm rate, amounted to well over half of our natural gas costs from Infinite Energy. Very glad we made the switch - other gas providers happily cover the extortionate cancellation fee. ”
January 29th, 2020
Watch your first bill
“ I was really happy that I switched over to SCANA Energy until I received my first bill. It was for 1 day and was $49.31. The meter reading on the bill was 0, so they ended up charging me all the monthly fees and taxes for that one day! I couldn't believe this!!!! ”
January 19th, 2019
Terrible Customer Service
This company sent me a bill for early December when my service was not switched on until 12/12. I requested my account to be recalculated as I did not feel I should pay for charges before my service start date. Instead of resolving the issue, they decided to leave the charges claiming they created my account before the start date so I should pay even though I didn't have service.
Once my contract is over, I will definitely switch from this company. They have poor business practices and terrible customer service. They should not qualify as a billing company in GA with such poor customer service. E-mailing and phone call do not work with this company. They will argue with you when they know it's unfair to charge a customer for service before their start date. I paid the charges, but I will continue to fight this issue as I have wasted a lot of time and effort dealing with this issue. Very disappointing company to say the least.
Their rates were great, but you get what you pay for in service. Stay far away from this company. ”
January 14th, 2020
“ I was on auto billing and it was suddenly stopped. I didn't realize a problem for a while and Gas South person on phone didn't know but said it was probably because they quit using my type of CC (Discover). I gave them another (MasterCard) and thought problem fixed. It wasn't. They then said that my bank would not take it for a monthly deduction. (There was no problem with my charging shopping items on it.) Then they wanted my checking acct. info and I told them I wasn't about to give them my checking info with the way this was being handled so far. Then they made me call each month to pay and included a cc fee on top of the gas charges. In the end, I wound up paying each month on the same cc I initially had listed for auto pay (Discover). A friend told me they probably changed computer systems and it kicked out my auto pay which started the whole problem but I feel they handled the remainder of the problem terribly. I vowed I would never use them again and would express my problems on social media. P.S. Discover card gives us a credit rating of 789! ”
February 8th, 2021
Gas South Billing is Unreliable
Gas South cannot be trusted to send out electronic bills timely. Last month, they sent the bill at 3:39 AM the day before it was due and then proceeded to screw up the online payment I made. My wife paid that as well as the February bill and zeroed out the account. Low and behold, on the bill recieved January 27 by e-mail, they showed there was an even higher bill sent 4 days before it was due to be paid with an inaccurate balance due. It did not show credit for the prior amounts paid and tried to charge me late fees.
I complained to Gas South directly, but they did nothing right. I'm going to see about switching to another gas service since it is obvious I can no longer trust gas souths billing process anymore. I've had the service for over a year, never had a billing problem until December 2019. ”
January 31st, 2020
I have been charge for protection plan which I have not agreed. When I called customer service they said they can not do anything about it.
I ask for credit for current charges which I would like to cancel. They said one bill sent we will not credit it will be no charge on next bill.
I think this is fraud without approval they charge on bill. ”
May 15th, 2018
“ Simply put you are responsible for the distributor fee to whomever provides the gas for Xoom energy. For my family this summer this constitues 300% of the price we pay to Xoom energy for gas + xoom energy service fee. Thats right, 3 times the amount we pay for gas and the xoom service fee combined! This amount was not disclosed within our contract nor on any of the energy provider comparison websites. Call to find out the local distribution fees prior to signing a contract because Xoom energy is not forthright about the amounts you will be charged. The lack of disclosure and transparency is simply bad business! ”
September 7th, 2019
GNG representative boasts that they turned off customers service for being penny shortage.
“ My bill was approx. $231.00. I paid 97.91 on June 11th. I received a disconnection notice on the June 14th. On the 18th of June I paid 100.00. I always pay online. My final charges were 95.70, which I intended to pay July 6th, my payday. I received a bill July 5th with new charges plus pass due, 95.70. Leading me to believe that I would not be disconnected, since I had paid $100 of a 133.00 bill. Much to my surprise, by 2:00 pm my service was shut off. Needless to say I was very angry. I had made a good faith effort to pay my bill and customer service rep bragged that they just turned off service on a customer for a penny. How shameful!!! Additionally, Im paying $80.00 extra in fees even though I paid 3/4 of my bill. When I called GNG after paying the 100.00 the automated system did not say I was going to be disconnected, the system told me my balance. Once again leading me to think everything was ok. So much for being a long time customer. ”
July 7th, 2018
Ambushed With High Rates Without Notice
“ I was on Auto Bill. My contract expired. Didn't notice. Finally after 5 months I logged onto my account, just to find XOOM had more than doubled my therm rate. I called to see if they would backdate my charges to what I was originally paying. I was basically told tough luck and to suck it up. They had the right to change my rate WITHOUT notice. Of course I did not renew. ”
April 1st, 2021
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