Charge/Fee Reviews

“  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. ”

“  Xoom charges SO MANY fees. My bills are outrageous. They had a good plan per therm but good grief. I get: customer charge, customer education charge (I don't get any education..for what?), DDDC charge, environmental charge, emergency response charge, franchise fee, meter reading fee, peaking charge, social responsibility charge, STRIDE, an additional monthly charge just says "monthly charge" which sometimes I am charge double, local tax, state tax, and "gross receipt" tax. My bills are ridiculous and the format is crazy. ”

“  Bad, high bill and fees ”

“  November 20, 2021



I truly hope that all is well and I prefer to contact a company in praise of their excellent customer service than with this insulting situation. I was transferred to your company from Infinite Energy and I feel very betrayed by Gas South due to the fact that I have put my trust in your company and that I have been paying my bill on time. My bill was due on November 9, 2021 and I pay it by phone on November 2, 2021. After paying my bill with Gas South I got another text saying that they did not received the payment and I pay again on November 13, 2021 and I have confirmation numbers for both payments.


I contacted my Bank and no payment was posted by Gas South to them even though I had money in the bank account and I have my bank statement to prove it. I also made other payments by phone that same day and they were posted to my account. I realized that Gas South is playing games with me to charge late fees that are fabricated.

I am please requesting to address this situation with your company to resolve this in an amicable fashion.


Respectfully,



Niki E. Nightingale
”

“  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! ”

“  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. ”

“  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. ”

“  I was billed an incorrect $60 charge last month, which took me a while to rectify, but received an email indicating that it was done. However, this month's bill contains that same charge, hidden on the second page. The first page reflects the credit however, the second page indicates that $60 was brought forward from last month and added to the current charges. No one has responded to my emails about it. And after holding on the phone for 40 minutes, a representative finally answered and hung up on me as I explained that the charge was an error. Georgia Natural Gas doesn't have poor customer service they're completely lacking in customer service. Although I only recently began service with this company, I'll pay whatever termination fee to sever all ties. If you're looking for a company with integrity, look elsewhere. ”