Charge/Fee Reviews

“  I ordered my service over the phone and locked into a 2 year plan. The majority of my bill is fees unrelated to the actual gas usage. I went with this company because it was already connected in the house I bought. I was still charged a connection fee. 22 more months and Im switching to electric heat for good. ”

“  The least transparent company Ive eve worked with. They charge you fees and claim they had no idea about it, but also claim lowest rates. When you call to ask about it the manager has no care and says they have no idea of the different rates the theirs parties cost. How do the managers not know what the third parties cost of the company they work for? ”

“  Georgia Natural Gas ® is a terrible company that redefines words in their contracts to change their common meaning!

"Effective date" has nothing to do with the rate which may take 1-2 billing cycles to be "reflected" by which they mean to actually start. They will not adjust the interim charges to "reflect" the "effective date" like any normal company.

Instead of changing to a better rate, walk don't run to a competitor as they will switch you over to the new rate much, much, more quickly. ”

“  've been trying to pay my mother's final bills after she passed away in December. I've had her mail forwarded for months but have never received a final bill from True Natural Gas, even after multiple calls to ask why I wasn't receiving bills. Now, months after we sold her house, I find an email to my mother, who I told them died in December, that says she owes $162. No itemization, just $162. After I pay the bill, I see that $100 of it was late fees. I called them over and over. They acted like i was trying to do something shady when I called to try to settle her account. They never sent a bill. I guess that's how you boost your late fees. I've had to deal with dozens of companies after my mom's death. Nobody was harder to work with than True Natural Gas. Now I see why. I would freeze in the street before I did business with this company again. They are awful people who made losing my Mom even harder in their attempt to extract every last penny from her. ”

“  Ive been incorrectly billed from day 1. Their paper bill does not match the online bill ever - thats what one of their employees said to me - Rudy Aguila. I sent them a check on the first paper bill which was for the full amount of the bill. 3 weeks later Xoom has still not processed my payment. I was told to stop payment on the check and pay the bill online which I did. Then the next day Xoom attempted to process the check I had placed a stop payment on, and they charged me $25. Xoom told me to issue the stop payment - and then they charged me!
They told me they would issue a credit for $25 and they never did. Next month I pay my bill on their website. I pay the bill in full. Then I receive a bill showing another $25 fee carried over from prior month. I call customer no service, and I am told it will be corrected but its not. I filed complaints w the BBB and Georgia public service commission. Xoom has lied to the BBB Georgia public service commission and me. I have decided to switch carriers. Ive been in Georgia for 24 years and have never had a problem with any gas provider until Xoom came along. My recommendation is to steer clear of Xoom Energy! They have some kind of scam going on to try and boost their profits by deliberately not processing payments so they can charge late fees. ”

“  Ive been incorrectly billed from day 1. Their paper bill does not match the online bill ever - thats what one of their employees said to me - Rudy Aguila. I sent them a check on the first paper bill which was for the full amount of the bill. 3 weeks later Xoom has still not processed my payment. I was told to stop payment on the check and pay the bill online which I did. Then the next day Xoom attempted to process the check I had placed a stop payment on, and they charged me $25. Xoom told me to issue the stop payment - and then they charged me!
They told me they would issue a credit for $25 and they never did. Next month I pay my bill on their website. I pay the bill in full. Then I receive a bill showing another $25 fee carried over from prior month. I call customer no service, and I am told it will be corrected but its not. I filed complaints w the BBB and Georgia public service commission. Xoom has lied to the BBB Georgia public service commission and me. I have decided to switch carriers. Ive been in Georgia for 24 years and have never had a problem with any gas provider until Xoom came along. My recommendation is to steer clear of Xoom Energy! They have some kind of scam going on to try and boost their profits by deliberately not processing payments so they can charge late fees. ”

“  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. ”

“  We have been customers with Scana for over 20 years and 3 different houses. We had auto draft for all of those years. In August of 2019, auto pay was turned off. Scana claimed I or someone else turned off autopay. I only discovered the error (caused by Scana) when they turned off our gas and put a lock on it. I immediately paid the balance AND paid ahead for the next month charges (almost $300). The customer service rep stonewalled me. She would not listen and claimed it was my mistake and that I had to pay $100 to turn the gas back on. She was so rude that I hung up and went with another company. When the gas was turned back on by Atlanta gas light, the rep told me that she has had many Scana customers who this has happened to lately. Just one last bit of information: my credit score hovers around 825. You don't get a score like that by turning off auto pay after 20 years, not paying for 3 months and then paying MORE than what is due when the error is discovered. Horrible company. ”

“  Like most people with jobs and children, anything I can do to "automate" chores (i.e. paying bills) is a welcome relief. As a customer of Scana for over 2 decades with automatic debit and paperless billing, this was one of those things that was always done without me thinking. Today, Scana had Atlanta gas light turn off my gas and put a lock on the meter, while claiming I turned off automatic payments two months ago. Honestly, I can't even remember the last time I logged in to their site (it's been at least 3 years). So I went on the site as soon I realized I had missed payments due to Scana's negligence and paid the outstanding balance plus a future charge that technically wasn't late yet ($280 total).
You can guess what happens next. I have to talk a "customer service rep" who is paid minimum wage and couldn't care less if Ive been a customer who has made payments on time for 20 years. She tells me that there is no way Scana is at fault. She then proceeds to tell me that there will be over $200 in fees to turn the gas back on. Not once did she say "Oh, I see you've never missed a payment in over 20 years....Im not sure what happened but let me get my supervisor to look into this and see what we can do for you"....She was right and I was wrong and that was all there was to it. Terrible way, terrible way to treat a long time customer. ”

“  I was a Georgia Natural Gas ® Customer for over 35+ years. Because I am a senior citizen, and live on a fixed income, I had to shop around for a marketer with reasonable price per therms to help me to control my monthly budget. Getting Constellation may be a big mistake for me as a Senior Citizen. I have tried to communicate with Constellation about this matter, but to no avail. Constellation referred me to AGLC so that they can explain I was still qualified to receive my low income senior discount with Constellation. Unfortunately, no one at Constellation was able to tell me why my AGLC charges on their bill is higher than this same charge on my GA Natural Gas bill. Also, why is Constellation using a different calculation for the price per therm, than was originally advertised to me. I would like for someone at Constellation to address these issues that I am having as a brand new customer. ”