Charge/Fee Reviews

“  I switched to Georgia Natural because of the promotion, even with your monthly service charge was $1.00 more. However, what I couldn't & still don't understand, why my charges for one day of service was $74.16. I still would like an answer. ”

“  The therm price is lower but additional fees add it right back up. ”

“  The first Constellation customer service person didn't know much about my first bill and could not explain details of the AGL charges. ”

“  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. ”

“  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!!!! ”

“  Signing up for a natural gas provider was straightforward, and selecting Georgia Natural Gas (GNG) was equally simple. I opted for what I believed was a fixed rate of $0.729 per Therm, expecting only a modest maintenance fee in addition to my gas usage.

However, during the sign-up process, the AGLC Base Charge, a significant additional cost, was not clearly explained. My first bill came as a surprisewhile my gas usage was only 20 Therms, costing $15.02, I was charged an AGLC Base Charge of $62.86, bringing my total bill to $146.88. The following month, my usage was 22 Therms ($16.57), yet the AGLC Base Charge of $61.24 led to a total of $86.88.

Seeking clarification, I contacted customer service. While the representative was polite and as helpful as possible, she could not clearly explain the AGLC Base Charge or why it varied between billing cycles. This lack of transparency is concerning, as such charges should be clearly disclosed before customers commit to a provider.

If I had to do it all over again, I would have chosen to buy an all-electric house to avoid these unpredictable gas-related fees. The base charge alone often exceeds my actual gas usage cost, making natural gas a far less economical choice than I initially expected.

Suggested Improvements:
Transparency in Pricing: The AGLC Base Charge should be clearly outlined during sign-up.
Better Customer Support Training: Representatives should be equipped to explain all charges, especially significant ones.
Billing Predictability: If base charges fluctuate, customers should be informed of the potential range before enrolling.

While the sign-up process was easy and the customer service experience was courteous, the unexpected fees significantly impacted the overall value. I would advise potential customers to thoroughly research all charges before committing to a provider and, if possible, consider an all-electric home to avoid these kinds of unexpected costs altogether. ”

“  On my summer bill the additional charges are three times the gas charge. I complained about them to the PSC. Two days ago, they cut me off despite having a zero balance on my account. ”

“  Like other customers, I get late fees. I use bank bill-pay every month and have confirmation that the bill was paid on time. I complained to Xoom customer service about my recent on-time payment being considered past due and then talked to the Georgia Public Service Commission about that. Xoom customer service says Xoom does not post bank payments for 4 or 5 days, therefore it is late. One solution they suggested was that I could send my payment several days before the due date so that it would actually be on time. How many days ahead should customers pay? I should be able to pay their bill the same way I pay my other bills. I told Xoom that I would change providers because of this. They refunded my $10 late fee but that is not the issue..
In response to my complaint to the Georgia Public Service Commission, XOOM sent a letter. Their response to me says that my bank bill-pay payments are an "external payment option, not a preferred method of payment offered by XOOM Energy. Xoom has other payment options available such as IVR and auto pay that will avoid late fees from being assessed."
Coincidentally, my Xoom contract will be over in 6 weeks. I have already talked with my new gas provider. ”

“  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. ”