Charge/Fee Reviews

“  Hours and hours spent on the phone to get a credit on an early termination fee of $150, that they told me should have never been charged. The lady asked for the best contact number, in case we were disconnected. I gave her 2 phone numbers. After an hour and 45 minutes, we were disconnected. She didn't call back. She had already taken care of the $150 fee but I asked for the taxes on the fee to be credited back, as well, before we were disconnected. So, I call back the next day and the new customer rep told me not only was I not getting the sales tax back, a manager had also reversed the early termination credit and put it back on my bill. VERY Long story, short, it took another hour and a half of my life to request all phone conversations be reviewed to get my $150 back. But for some reason they refuse to credit back the extra taxes. The entire situation is still very hard to fathom. Quick story from 2 years ago, when I called to have my service stopped because I only use gas for heat. I was told it would be 3 weeks before they could turn it off. I asked to get it done before I was pushed over into another month of AGL pass thru charges, taxes, fees etc. I own a store and have 2 meters so, before I even use a single therm of gas my bills are about $140 each. Needless to say, they couldn't get my gas turned off before the next billing cycle. So I was forced to pay $280 for 2 days in the new cycle. They issued a $30 credit for the inconvenience. I will never use or recommend GNG again in this lifetime. I actually have more nightmare stories, from over the years, both residential and commercial, but I think we get a pretty good understanding of their business practice ”

“  Extra charges in my bill ”

“  I renewed my contract with GNG in August, but changed from the flat rate plan to the per therm plan. For the last 30 days I used a total of 10.4 therms, but still got billed for the flat rate because, according to them, it takes 1-2 billing cycles for tge account to change. And I don't get any credit for the difference! My bill should have been about $10 plus all the made up fees, but now I'm told if I break my new contract I will be charged early termination fees. They'd better take a picture of the last payment I made because that's the last money they're gonna see from me! ”

“  My service was turned off by someone who had a contract on my house but it fell through. So, I had to foot the bill for reconnection fees. No verification whatsoever needed for this individual to turn off service at a property they do not own or rent. Gas South needs to provide better protection for their customers. But, charging me new reconnections fees sure is nice for them. ”

“  I signed up for gas service two months ago. All was fine. Then I get a huge bill with early termination fees and setup fees. So, now I get to call customer service to see what got messed up. Unnecessary! ”

“  I would like to give a "0" zero stars. Unfortunately there is no zero option. This company is so bad. This company put all their fingers and toes in their mouth for money. They have a lot of hidden fees they don't tell you. I would not recommend this company. ”

“  This was my first experience with having to get my own account from a gas company while living at an apartment, so I understood that the cost would be higher to begin with. However, I was not anticipating how much I would pay for an account versus how little I was paying for the bill itself. About five months into having an account, I did miss a payment and had my gas shut off (understandably so). However, getting it turned back on proved to be difficult. This is something you have to call for, and when I did, the person I spoke with on the line was rude and dismissive. I was unable to get my gas turned back on until later the following day since they had to come down from Atlanta. While on the phone with the representative, she took my payment for the fees to reinstate my account and to have someone come turn on the gas. Then, on my next bill, the payment showed up again. At first, I didn't think much of it, assuming maybe there was something they missed, but when the following bill had the turn on fee again, I knew something was wrong. When I called, they explained that I could not get the extra fee refunded and that I could only have it be credited toward a future bill. WHile this was not ideal, as I didn't have any wiggle room in my budget at the time, I had to go along with this. Then, on the next bill, they only credited part of what they owed me. I had to call again, and instead of crediting the remainder to the bill that was crafted and soon due, I had to wait until the following month for that part to come through.
After this debacle, I decided to turn on autopay. I had missed a bill before, and this whole process of getting it sorted out was nothing short of a nightmare, so I figured I would do myself a favor and ensure I would not miss another bill.
At the end of my contract, I received an email asking if I wanted to renew my contract. As my lease was ending, I did not, so I logged in to see what to do. The only option I saw was a button to say if I did want to renew my contract but nothing if I did not, so I (wrongfully) believed that it meant I did not need to take any further action. I saw nothing that said that I needed to call to cancel my account or that the end of the contract does not equate to the end of my account. I moved out of my unit at the end of August, and when I received a bill from GNG in September that autobilled, I assumed it was the remaining costs from the last billing cycle. When October rolled around, I got another bill, this one even higher (about $60). When I opened the bill and looked at it, it was for August 27-September 16 (keep in mind I moved out early/mid August). I called GNG and spoke with 2 representatives, as well as speaking to my apartment. They will not refund the amount and claim it was my responsibility even though I did not live in that unit and had not been in that unit for some time. I do understand that I made a mistake in not seeing the fine print, but as I was moved out and my lease was over, this should not have been my responsibility to pay. ”

“  according to my billing summary during my 2nd month I was charge $55+ in new account fees, registration fees , & taxes (which is essentially the same thing) I only used $8 worth of gas... Trash company. Im convience you guys just make up fees to make ends meet. ”

“  Been a customer for 10 years. Gas South is the worst. They have misleading and unclear communication (I'm sure it's on purpose) about their rates and plans then surprise you with charges at high rates and say there's "nothing they can do." Got a letter in the mail stating my contract was expiring soon but there was nothing I needed to do right now and they'd communicate again closer to the end of my contract. No more communication. Suddenly a bill for $341 and say it's because my contract expired. They're in control of what they charge you so I'm positive there's something they can do. Very unhelpful customer service who couldn't care less about helping customers. ”

“  Comparisons of natural gas marketers are based on therms and typically Xooms rates are appealing however their hidden junk fees , vague billing statements and terrible customer service negate any savings. ”