Georgia Natural Gas
reviews and complaints

They have bait and switch rates, which they *** up to borderline gouging rates. I was on a .59/therm, and they charged me *** a therm after 12 months with little notice, and nothing on their website warning of the change. My *** went up 3 fold. When I called to see how I could fix they offered a $100 credit, which went up to $200 after 2 hours waiting on the phone to talk to a supervisor. No retro adjustment so my next *** will probably be sky high as well, even after signing onto a new plan. $200 seems nice but when my *** is still over what I paid for the entire first half of the year for one month, that is ridiculous. What a horrible business practice. I may just pay the $100 to cancel and go to another provider out of principle. I would not recommend this business at all.

if I could leave 0 stars I would. We've been with gng for about 6 months now. I found out 3 days again from my PLUMBER, that our gas was locked and turned off so I called gng and they tell me that they haven't received payment since may 1. 3 months of nonpayment and yall don't wanna let anybody know?! Are you kidding me! I had to find out from a *** plumber that my gas company come out and locked my gas off. And then yall wanna charge me 60 extra bucks to REACTIVATE my line after I paid in full? I don't think so. And to make matters worse. Yall can't come out today and do it while someone will be home but yall can come Monday while we're at work, sorry but we can't just take off work whenever to meet your needs. We're the customer. Yall need to work with us. We'll probably be going with another company if you can't resolve this.

This company sucks. For the first year, I asked for the six month fixed plan, and for the second year, I called them to help me change a plan, their attitude was very bad and asked me to change online. So I asked them to help me enroll in autopay. Also I changed online for 12 month fix plan with a waiver of base fee. But more than 2 months past, they told me there was no record, no record of 12 months plan as well as no record of enrollment in autopay. And right now, I got a bill of more than $ 520! With a price of more than $1.5/therm! They are basically cheated me and told me I didn't call them and there was no records for my plan. I still don't know what happened with their record. But I am sure I called them to enroll in the autopay and changed for the 12 month fixed rate plan! However, it's meaningless because they have the word!

Natural Gas is a subsidiary of the *** whom also owns *** Gas Light. They automatically have an unfair advantage over the other gas marketers. Due to this fact, their customer service is non-existent, non responsive and very unhelpful. After signing up for a plan with a rate that apparently expired after 24 months with a rate of $.57 per therm, the prices automatically escalated to $2.04 per therm without any fair warning. A notice was apparently sent to my rental property that I of course didn't receive. You can imagine my face when I received a *** more than twice the normal amount during the winter months. Unfortunately it does no good for me to switch providers as the *** will receive profits from me one way or another. I'll chalk it up at this stage but this pettiness and greed will not be forgotten.

Recently moved to a residence that has the same address and two other residences in Atlanta...Each has a distinct zip code. I was clear on my request of what zip needed service but another residence received my service. I have now been on the phone with GNG for over 3 hours (Mostly on hold). Been disconnected and am now receiving an automated message that they are having system issue...No seems to care about the mistake that GNG made and there is no sense of urgency to get this issue resolved. In sharp contrast GNG will cut off your service immediately if they don't get paid with out any preemptive communication. I won't even begin on the archaic app in the apple app store. This is extremely frustrating. This is my fifth time calling them back and I anticipate being on hold for at least 30min. Unacceptable...How they have a A+ Complaintsboard.com rating is beyond me.

This company refuses to give customer's their deposit back after account closure. I been asking for my $250.00 deposit since June 05. Its now September 4. This is now the forth attempt. I get a canned response with just different dates saying if you have not receive the check with 30 days please contact customer service to reissue another check. See below

Thank you for your response. Please be advised that a credit balance refund for $250.00 was sent on June 05 to #&&(*()&(*&*(&((&(&(. We will research for this missing credit balance refund check, and if we find that it has not been cashed, we will then re-issue a new check. Please verify that we have the correct address on file, and also verify the name on the account. Please let us know if you have any additional questions or concerns. We hope you have a wonderful day.

Sincerely,

***

Customer Care Team

Georgia Natural Gas

I have been with GNG for 13+ years I am a healthcare worker with 4 kids , two sets of twins. 17 years old and 7 month old and I am single. I have been working dilligently to keep my family safe and keep a roof over our heads and food in our mouths. Apparently I missed a payment and had a past due bill. As I was attempting to pay the bill this morning, my babysitter called and notified me that someone put something on the door which was a cut off notice. I called and spoke with someone and she told me to pay the past due $160 and she would waive the $150 reconnection fee. I scraped up the entire bill except for $27 and was just told that the reconnection fee can't be waived because they waived one in 2010! Are you kidding me? I was accepting the fact that I messed up and paid the bill too late but give me a break! I am so disappointed in GNG and am seriously considering changing providers. This really hit home

As of January 26, 2022, I had attempted to transfer my gas service to GNG from another provider. I was told that I would get a email confirmation within 3 days confirming the transfer. Five days latter and no email, I call GNG to check on my request for service. It took 17 minutes to get someone to pick up the phone. The young lady did confirm that my service would start on March 1, 2022 but could not provide a confirmation number or a order number. She only works there so I had asked to speak with a supervisor. I waited another 10 minutes for a supervisor to pick up when the young lady came back on the line to tell me she still waiting for a supervisor to pick up. All in all, my call took 35 minutes between the wait times and the conversion so I could get some type of written confirmation regarding service . Asked the to call me back when they could make the time but was told they would not do that. Horrible customer service experience with GNC. Certainly not worth the time for the few cents per therm.

I would give them 0 stars if I could. If you are reading this take your business elsewhere. My husband and I had the same problem as many other folks here have already posted about. This company is sneaky and uses underhanded tactics to steal as much money from you. If you miss updating your contract they argue "it was on your bill". Yes, but when you have auto-pay and paperless billing set up, what company doesn't send you a reminder email when your contract end date is coming up? This is the first business I've ever had that issue with. And when we agreed to just sign a 1-year contract, the customer service representative FAILED to mention it would take up to 3 billing cycles to come into effect. If I knew that I NEVER would have signed that contract and instead spent my money elsewhere. At this point, it's not about the money, it's about a company that has no integrity and will use every sneaky tactic they can to swindle as much as they can from their customers. I would be happy to spend twice as much somewhere else just so I don't have to do business with GNG. Thanks for the valuable life lesson though.

As a customer wanting to cancel services to a property, why is there is no option to cancel online? The business has options to turn on services online, but not cancellations? From a *** standpoint, it is perceived as a tactic to gain money faster via turn ons and make it harder to lose money via turn offs.

Georgia Natural Gas Corporate - There should be a way to terminate services faster than just a phone call. I am writing this review as I continue on a 4 hour wait just to speak to the right team to cancel. Especially at a time when the company is short staffed, this should have been made a priority to give all customers a positive experience. A positive experience to join AND leave. This would guarantee return customers long-term.

The amount that this corporation could invest into digitalizing customer experiences could save them plenty on labor costs for customer service representatives and for customer wait times. The only logical thing I can think of is that this is a profiting strategy so consumers miss the '10 day notice' to cancel and therefore end up paying a fine or paying for additional days of service.

0 stars! TERRIBLE experience with this company. WE'LL NEVER USE GNG AGAIN and I am advising all I know to STAY AWAY. We had issues from the beginning when we signed up with them that it took almost 4 months for their service to start. Then when we were relocating out of state due to the sale of a home, I notified GNG IN WRITING 10 days in advance of our move the date we wanted service disconnected. They confirmed receipt of response, and advised I should call with a forwarding address for the final bill. I called the number provided the next day, but their call center never answered. We proceeded with the chaos of moving, and 2 months later I received a forwarded bill for the previous 2 months - they never cancelled our service! Called customer service and I was told since I never called to provide a forwarding address, they never cancelled the service. They tell me I am now responsible for 2 months of service payment (their service fees only which are around $40 a month, so $80 in service fees) at a property after moving away! On top of that they charged a disconnect fee. I provided the email evidence clearly stating the requested disconnect date, and they disregarded it. BUYER BEWARE. This company loves hidden fees. There are better options for natural gas out there!

If I could give less than a 1 star I would. Not only did this company turn my gas off, after I overpaid my ***, and had a credit with the company. When I called them and said, "Hey I think you guys made a mistake. My *** isn't due until the 23rd of December." I was expecting this to be an easy fix. A simple, we made a mistake, and we will get someone out there in the morning to turn on your service, right? No, I was wrong, not only did they come up with some miscellaneous charges, they told me I was on a *** Account" and that a $34 late fee, is the reason my gas is turned off. YES, YOU READ THAT CORRECTLY. When I asked, "Why weren't these late fees included in the payment I overpaid, they couldn't explain it to me. I have never in my life experience blatant disrespect. Then you're trying to charge me a reconnect fee of $60, for a mistake the company has made. This is completely predatory business practices. They literally turned my gas off for an imaginary $34, and want me to pay for their mistakes. Warn you, the tech didn't even knock on my door, to let me know they were there to turn off the gas. I work from home, not a knock or anything. Please launch an investigation into this company, their practices are completely un ethical. Also, after the inqury about my account, I was on the phone for about 45 minutes with the company; All of a sudden, because it was close to 6:00 PM, of course the phone goes dead, and I can't get anyone else on the phone. I am switching services immediately. I can and will not continue services with this company, and from the looks of it, I am not the only one who feels this way. Just look at the ratings.

We have had GNG for over 11 years. Never had an issue until May .

I have always paid my bill through the same bank the the last 7 years. Out of the blue, my June bill showed a late payment. We called GNG and the Supervisor admitted they had a problem clearing checks. For those who do not know, when paying through the bank, the bank will send a check so it arrives a week before the due date. So my due date is the 27th and the bank make s sure they get the check at the 22nd. Some how my May payment was cashed on June 14th. The bill goes out at the 5th so I occur a late payment. The Supervisor asked us to send us proof of the check so we did. Check was dated May 27th. The Supervisor credited the late fee and updated the bill so we only had to pay June's bill. And that was that.

Only a month later we get another bill with a late fee for the month of June and again for the month of Juli. Checks are mailed out by the bank to arrive 5 business days before due date 27th, but they again are cashed 15 work days later.So we call again. Finally get the supervisor on the phone and the supervisor is blaming the Postal Service for the delay. Checks are handled in NC and according to the supervisor, Covid made USPS lag 3 weeks behind.

Now Covid did not start to affect business in May , Covid started March . During this pandemic the check were processed within 3 days, until May . Some how the Post Office had a delay in reacting after 1 year and 3 months of lock downs. That is according to GNG.
Now either the residents of NC have now a delay of 3 weeks on their mail or there is a structural issue at GNG. We personally think that that is the latter.

I am beginning to think I made a mistake in switching to GNG. I signed up in late November and my billing should have changed the beginning of December. I received a welcome e-mail with an account number. I was never able to access the account using the information provided. After numerous calls and hours on hold, I decided to email. This communication at this time was fairly quick. However, they changed my date to begin service from December to January . Still I am unable to access an account with GNG and I have spent various times in the last week on hold attempting to speak with a GNG representative. Not having all day to sit on the phone listing to music and constant advertisements about the quality service that is promised, but not delivered I opted to e-mail again. Still days later I have no response to my e-mail and unable to contact a GNG representative. Today, I decided to start early hoping wo speak with someone. When you call and choose an option, the call is answered fairly quickly. The rep does not provide any identification information, but quickly transfers you and the hold begins. On my third attempt to speak with someone, I asked the rep for her name. She stuttered and said, I am a transferrer. I tried to ask another question and she was gone and again I am listening to music and ads. There is no option for a call back without losing your place in line. At this point, I need to know if I am a GNG customer and if I am in the period of cancellation without penalty. I called my current provider and was promptly connected to customer service. She could tell me that I show going to GNG as of the first of January. She could not tell me anything else regarding that account or if I am safe to leave without penalty. I have had service with GNG before and this is a far cry from the type of service and professionalism I have received in the past. I hope that I will find enough positives on GNG to repost a positive retraction.

Background: I set up auto-pay from the beginning using their service, the auto-pay was always working until there was one day, the gas was disconnected, I had no idea what's wrong with it, thinking about there might be an outage, I submitted a ticket and also emailed their customer service asking for a reason. Nobody replied to me, then a day after, I called their customer service, they told me there was a problem happened on auto-pay, so the payment did not go through for 2 months, then they disconnected my gas. They charged me a $60 re-connection fee and a $25 deposit to get me re-connected. I immediately paid the 2 months payment manually when the customer service told me the auto-pay was not working. What did I do? I trusted their auto-pay system, but there was a problem. I trusted the customer service would know the problem is caused by their system, not me, but they did not take the responsibility. I trusted them that they would send me a notification if the payment did not go through, they didn't even send one and did not even respond to my ticket. What do they need? They just need their customers to pay for their fault. Then I decided not to go further with this horrible company, and they charged me an additional $60 termination fee and a non-explanation base fee. How comes? The last month was already my last month in the contract, and the customer service told me that there will be no more fee charged if you close your account, your renewal will be automatically canceled. But their customer service cheated me! Their customer service also framed that I never used auto-pay, and I sent them the monthly email proof, and they never respond to me! See they do not need proof, they need $$$. How horrible, my husband and I even doubt if they disconnect customers' auto-pay on purpose and charge them reconnection fee or termination fee to make money. These bad guys, are greedy not only make money from their normal gas provide but also their bad customer service. What can we do? We do not want to spend time on these rogue, we can only tell others these experiences, tell them that this company is not going to be responsible for their fault. Guys please DO NOT use this company, DO NOT enroll in their auto-pay because that little discount will not cover your further trouble (both money and time) cost on them. Tell your friends and families to get away from them so your life will be so much easier!

Late fees charged on account for which the company failed to process payment On 2/26, we contacted GNG vine email in reference to account XXXXXXX-XXXXXXX To find out why we received disconnect service. After further investigation, we found out that payment made through their website with iPhone did not get processed and payment for January/February billing was applied. We asked GNG to reverse the charges because we should not be held liable for their failure to process payment. We usually have to make a few attempts to load the page after we hit submit. We usually get a message saying that Internet Explorer, Safari browser, etc. are the ones compatible. Safari is compatible so for us there was nothing else we needed to do. We notified the vendor about the warning message because it,s confusing. Did it mean payment went through but the message was a warning for those who use other type of browsers. They usually show a confirmation number but I cannot located it, if we took screen print, which we usually do. We called before contacting GNG but customer service rep was rude and when asked to speak to a supervisor, he hang up on us. They did this to a person who was dying. We then sent the email mentioned above, GNG replied to our email after several days saying a manager will review the request. We have not heard from GNG. Just yesterday, I sent another email checking on the status.

I called the company 2 times trying to speak to a rep about my ***. It went from 75 to 80 dollars on a normal billing cycle to ***. I've been a customer for over 5 yrs and have always paid my *** on time. After waiting 30 mins I finally got through to a rep and asked what happened to my ***, she explained to me that I had a 12 month contract and at end of 12 months I did not renegotiate the offered terms so my account got pushed to the highest price per therm. Which is why the *** spiked 5 times more than my normal ***. I asked if the *** could be back dated because I have no possible way of paying this *** and the resolution was *** to keep it for 12 months at .79 a therm and a fee of *** a month and if I cancel within 6 months a fee of 100 and of fee of 50 will be assessed. I asked for a phone number to the corporate office to try to get a better resolve and after *** to management. I had to hang up. I want to get a better resolve. I can not pay that amount and would like the courtesy of even being able to speak to management to see what can be done. This has put me in a financial bind and I would like to leave the company without having to pay so much in fees. I had no choice but to sign the contract because if I didnt my *** will remain in the 500 dollar range.

I am with Georgia Natural Gas service since 2016 and recently they increased service $1.49 per therm since I didn't renew my contract I am a loyal Georgia Natural Gas customer and even registered auto payment last year since I never had any issues with them. Apparently they sent an email last July when my previous contract expires which I failed to notice but they started charging on variable rate at $1.419 per therm which is from 47 cents per therm on a fixed price. This is close to 300% increase. I noticed last 3 bills 340.84 (Dec 2019), 333.82 (Jan 2020) & 381.09 (Feb 2020) and then called customer service today. I requested them looking into my past 4 years contracts with them and I never fail to pay. I paid on time. It was my mistake not checking the contract renewals and the new price. I requested to speak to their manager (Dana) and she also said that she can pay $75 as a courtesy provided if I renew my contract with them for 12 months with 49 cents. I do see this as NOT a proper business ethics. If customer doesn't renew the contract then they should disconnect the service instead of choosing (variable) suitable contracts which benefits to the company. Also, they shouldn't treat loyal customers just shake of small profits as this is public service company which would fall based on customer reputation. I am looking for a compensation for the money they took it from me though it allows them legally take it based on the legal term "not renewing with fixed term contract".

I changed gas carriers in October because of cost. I received a welcome letter and told my new service would begin on December 1 and would receive a *** from my new carrier which would include a breakdown of bills from both carriers. After waiting on my *** , GNG turned off my gas for non-payment on Dec. on December 6 which I called and immediately paid and gas was turned back on the next day. I explained to the representative that my service should have been switched over on December 1 and that I was not interested in a new plan. I still have not received a *** from my new carrier (or GNG) so I called GNG and they shared with me my request to switch was voided without my knowledge. As a result, I am still with GNG with their very expensive rate of *** per therm. I called the new carrier and they confirmed my service was to begin on December 1 but GNG has not made the change. I called GNG back to resolve my problem and was put on hold. After thirty minutes, the hold music stopped playing and a minute later I was disconnected. I called GNG a second time and was put on hold for 25 minutes. A representative answered and I was able to explain the problem. She said "bare with me" and then played a recording to request service turned off. I am currently on hold with GNG again - twenty minutes now. I am afraid I am not going to be able to speak with anyone . I would like to be switched to my new carrier and my *** to matched to my new plan or allow my new company (Xoom) to *** me for this period which is *** per therm.

Multiple calls placed to change for flat rate billing. It took 3 months to be applied despite supervisor telling us will be effective immediately. Multiple calls were placed to GNG to discuss billing. During the first call after we noted our first bill to be priced very high, we were told that the best option for our usage was to pay according to usage as opposed to a flat rate. The following month when we called, we were advised by a different employee that if we could commit to a contract, there is a much cheaper plan available for a flat rate of $112/month. We agreed to this plan. Again, the bill came to us over $300. When we called to dispute this, we were told we were supposed to call back to confirm which we were never told! Despite this, we confirmed we would like to switch to the flat rate plan AGAIN and paid our balance due. After an hour of speaking to the supervisor, we were told the plan would be effective immediately. We have now, ONCE AGAIN, received a high bill despite the contract commitment. When we called the company to dispute again, we were informed it would take 1-2 billing cycles to be applied. Every time we call, we are being fed different information and misled. They are getting away from this because when we call, we are advised the documentation states they advised us appropriately and notified us this may happen which they absolutely did not say. Every single time we call, they take advantage and somehow find a way to get us to pay another months bill not a the flat rate advised but much higher. It is apparent they say what they want on the phone and then document what they are supposed to so are practice inappropriate business.

My services were disconnected and I was trying to restore service before being hung up on by a representative. I transferred my service via the online portal on 10/14. My new services were to begin on 10/19. I received a confirmation email on 10/16 stating that all information was inputted and my new account number was provided from Shaquashia Marshall. I have learned today that my social security number and phone number on the account was entered incorrectly. Today my service was disconnected. I logged into my account to see an unpaid balance because the previous associate did not ensure that my Autodraft was confirmed. I have been with the company for years and have used autodraft for quite some time. I was expected to pay a $150.00 deposit as well as a $60.00 reconnection fee. Wanona, the representative, had me on hold for an hour and 15 minutes resolving the issue. She spoke with her supervisor that decided that he/she would waive the $150 deposit but the $60.00 would still be required before reconnection. I expressed that I did not think it was fair, because I had a confirmation email stating that my autodraft was up and running. After our long phone conversation, she disconnected the call abruptly and did not attempt to reconnect. I had to call back and wait another 30 minutes in order to talk to someone again. Erica, the representative, picked up from where we left off because she read the notes on my account. The resolution left me to still pay a $60 reconnection fee, although I never received any correspondence stating that I had not paid my balance. I do not like how I was treated as a loyal customer, and I will be looking for a new gas company.

I called GNG in January to resolve an issue with my gas *** being much higher than expected. The *** was for $413 in December and $398 in January. Prior year was $143 in December and $195 in January. The amount of therms/ heat days was higher in the prior year, yet both bills were double the cost. GNG said it was because I was on a fixed price plan. I asked to be put back on that plan and also asked for some sort of break on my January ***. The associate put me back on the fixed plan and we agreed to a $100 credit for the January ***. I then asked if they could do anything more because this *** was still incredibly high. They transferred me to a supervisor and he offered an additional $100 to make my January *** $198. That is because the original *** was $398-$100 from the first associate and an additional -$100 from the supervisor = $198. My card was charged for $298. $100 of the agreed amount was never given. Additionally I got my newest *** today and it was for $551. The $100 that I was discounted was pulled forward from the month prior. Therefore, I got NO Discount, NO price change on the fixed price, and my *** for this month is still insanely high. I need help because this is a real problem. I have been on the phone multiple times in the past month and a half, and I have spent over an hour on hold at least 3 separate times. I am on the phone right now and got transferred after I told the person my *** was so high and I needed help. To this point right now as I type, I have been on hold 46 min and 28 sec. Please help me. I have a family I am trying to support on my own right now as the sole provider because my wife takes care of our disabled son. I am truly lost on what to do.

Georgia Natural Gas went to a collection agency before trying to contact me directly for a bill I shouldn't have. I haven't lived in my former apartment for over 5 months now. I started getting phone calls from a collection agency about a month ago claiming that I owe GNG $273. I called the company to get clarification on why I wasn't called directly, but instead, am being contacted by a collection agency. I spoke with a woman named Christine, who explained to me that there was no note in their system stating that I had closed my account, to which I replied I had. She said she would look into it and get back with me. I received an email later from GNG, not from Christine, but a different person, which gave me the impression that the issue have been resolved. A few days later, I get another call from the collection agency. Naturally, I try to call Christine to ask why the debt collectors have not stopped calling me. She didn't pick up the phone, so I sent her an email. She emailed me back saying that there were no notes stating I had closed my account and attached the bill to the email, which I couldn't render on my laptop to see exactly why I was being charged so much. I explained to her a second time that whomever I was on the phone with me that day didn't finish their job and I shouldn't have to pay for their negligence. She asked me for the specific date and time I called. They have on record that I called in June, (one month before my lease ended) but they didn't write in their notes to end my contract with them in August, so now they are trying to charge me for services I did not use, and requested were dismissed. On top of that, the fact that my contact information is in their system and no one called me, but decided to go to a collection agency deeply upsets me.

I claim that GNG uses deceptive billing and renewal practices to intentionally overcharge consumers by using unconventional contract policy. I claim that GNG uses deceptive billing and renewal practices to intentionally overcharge consumers by using unconventional contract policy. I received a bill in early January for $244.68, as opposed to the $89 fixed plan charge I have been on for the past three or four years. So why wasn't my bill $89? The answer is that I failed to notice a piece of mail from GNG a couple of months ago, thereby failing to renew my fixed monthly plan. I would guess that GNG expects many customers to make the same error to their unethical financial benefit. By today's standard operating procedure, companies notify customers, "if you are not making any changes to your plan, you can disregard this notice." GNG says, "If you are not making any changes to your plan, you must notify us by said date. If you don't, you'll be placed on a variable billing plan." And why does the GNG annual billing cycle renew in January, ostensibly the coldest month of the year? They don't begin and end annual billing cycles when you move into your home, and begin using their service. I moved into my home in June, several years ago. Why wouldn't GNG make June my renewal date, cancel my fixed price plan then, and then send me a bill for $20 since I don't use heat in June? I claim that this is a calculated method to "innocently" bilk customers. I've loyally paid the fixed plan for four years so I could "fund" the cold months. I would really enjoy knowing how many customers have the exact same problem I'm having. I'd like a response to my complaint and a refund of my excess charges (after more than two hours on the phone with GNG customer "service"). I would love this topic to be covered in the AJC.

The following is a text of the complaint and request made to *** Natural gas o 04/12/2022 04/12/2022 To: *** Natural Gas Subject:: Refund of overpayment On 03/29/2022 I made a payment to account number *** for the service address *** In the amount of *** This amount was drafted from my *** account on 03/31/2022 (see Attachment) on this date 04/12/2022 at 12:22pm EST I was forced to make another payment of $*** in order to restore service to the service address, and was informed by *** Natural Gas employee Takeona #*** That my previous payment of $*** made on 03/29/2022 was visible on her computer screen, but that in order to restore service a payment must be made and to receive a refund of the payment made on 03/29/2022 verification of the funds dispersed from my bank must be presented via email to this email address. I was further informed that there would be a $60.00 service restoration fee to restore service but that fee would be waived at this time and added to my next ***. and also my service could not be restored until 04/15/2022 between the hours of 12:00pm and 4:00pm. To say that this is a grievous situation and a gross inconvenience to a customer who has never missed a payment is an understatement. I am requesting a full refund of the overpayment of $*** A.S.A.P. I have attached supporting documents to this mail. I am looking forward to your prompt response and corrective action, and I am also seeking compensation for the inconvenience of having my service disconnected, the financial hardship of having to make an overpayment due to an error on your part as well as lost wages in connection with having to miss work for my service to be reconnected Please acknowledge receipt of this mail Sincerely

On a *** date of 2/3/2022, *** received a *** for $944.21. Concerned, she reached out to Georgia Natural Gas to better understand her charges. She was unable to connect with a representative during that time due to long wait times and disconnected calls. I called several times in an attempt to connect with Georgia Natural Gas. I could not reach anyone. For almost a month, I experienced hold times as long as two hours; the call ended on its own each time. I attempted to have a representative explain the *** via the chat feature offered on their website and experienced the same result - disconnected communication. The chat would not connect me to a representative. I emailed their customer support email and have yet to receive a response. My grandmother used her legal shield service to have an attorney send multiple letters to Georgia Natural Gas asking for an explanation of the *** and that a representative contact her to assist. We received no response from the company. We had to request the bank issue a stop payment order because I could not turn off the auto-pay feature through Georgia Natural Gas online payment portal. Her per therm rate had gone up to *** per therm, more than twice her previous rate. She explained that shed spoken to representatives regarding her contract ending and matching her previous rate. She reported the 1st representative was very frustrated with her and disconnected the call. She also says that she called back, spoke with a male representative, explained the issue, and worked on a resolution that should have continued her service. She reported that he assured her everything was taken care of.My grandmother is now facing a disconnection because we can not get any straight responses or resolution from the company and are requested to pay over $1,800.00 without settling this discrepancy. She is on a fixed income and this has been an extraordinarily problematic and stressful experience for her.

Today I received a note on my door from *** Light - a company I do not recognize and have no affiliation with - that my gas had been shut off. The flier made no mention of Georgia Natural Gas and was not filled out (there were spots for them to fill in the date and my actual service provider). I use Georgia Natural Gas for my gas service, so I thought it was a scam, but it turned out to be true - *** Light shut off my Georgia Natural Gas service. We use our gas for hot water and to ***. We have a 15 month old child. I have been a GNG custom for 6 years and have never missed a payment - thanks to autopay. When I investigated my account I found my auto-pay had been turned off - the bank account I was using to pay from was closed without me realizing it was the account GNG autopay was using. Upon discovering the issue I paid all outstanding balances immediately - as soon as I knew there was a problem. When I called GNG they told me they made two attempt to call me regarding this - they noted that they made contact on the second call - that is an outright lie. No voicemails were left. I never spoke to anyone. They claim to have sent physical pieces of mail. I have not seen these. The only mail I get from GNG is a billing statement and since I know the account is on autopay, I tend to disregard them. No emails were sent to me since I'm not on paperless billing and they, "can't email me without me asking them to do so."Over the phone they told me that it would take a minimum of 6 days to turn the gas back. The only way to get it turned on sooner is for me to get a medical note from my child's pediatrician stating our 15 month old medically requires hot water for baths - and they need it before 6pm today - 2 1/2 hours from when I was told it was needed. I was told they would "do me the courtesy" of waiving their reconnect fee and additional required deposit ($85 value). This is egregious. I want them to refund at least one month's *** & apologize.

I claim that GNG uses deceptive billing and renewal practices to intentionally overcharge consumers by using unconventional contract policy I claim that GNG uses deceptive billing and renewal practices to intentionally overcharge consumers by using unconventional contract policy. I claim that GNG uses deceptive billing and renewal practices to intentionally overcharge consumers by using unconventional contract policy. I was out of the country in January, I came back into the country this past weekend to see that my GNG bill is 458 dollars for the past two months, when it has never been over 100 dollars. I called to dispute this, and was made aware of the fact that my contract expired in December so my monthly therm doubled from 0.56 which caused my monthly bills to double. The funny thing is I was not even home, and I hate the heat, so accord to my nest the average temperature in my home this winter has been 65 degrees. I told GNG that I would pay my January and February bill at the 0.56 monthly therm and that i would gladly sign a new contract for 12 months. WELL THEY REFUSED. The first person I spoke with on 03/02 told me that the best they could do was a $75 dollars credit, then shortly there after hung up on me, then when Called back the second young lady that I spoke with told me that the best they could was a 15 dollars credit. That is when I asked to speak to supervisor and I explained to her that it was not fair to use a contract that shaft customers when they forget to read a piece of mail. She said that there was nothing she could do. This is a deceptive practice, and I am not the first this month to fall prey to this. All I ask is that I am given my original therm price for Januray and February. I am not asking for any handouts, just what I agreed too. And GNG needs to find a better way to do this, because charging customers luxury vehicle car notes is not the answer. Taking advantage of contractual agreements to over charge people may be legal, but it is NOT ETHICAL. Integrity is everything. I have paid my bills on time every month, all I ask is fairness, and integrity in your business dealings.

I'm being charged about 3x as much for service compared to my neighbor who lives in an adjacent identical townhouse. We've compared our bills Apparently, because i have a low credit score, i am forced to pay a higher amount for my natural gas service. My neighbor, who lives next door in an identical townhouse (we share the same driveway) pays a fixed rate of $50 dollars a month, whereas i am forced to pay about $150 a month, on a usage rate plan; both of us are georgia natural gas customers. However, i use way less gas, and the rate they are charging me is way above the national average. If this were a regular business, i would have no problem with whatever their business model is; if i was being charged too much, i would just take my business elsewhere. But this is a utility we're talking here. I HAVE to have gas service where i live, otherwise i couldn't get heat or hot water, and Georgia natural gas is the only company to service this area. I could not take my business elsewhere if i wanted to. How is it legal for a utility company to charge me 3x as much as my next door neighbor who uses more gas? They tell me its because of my credit. Credit?!?! Why should that affect how much i pay vs my neighbor who has better credit? My electric bill is HALF that of my gas bill, and i keep my house on a cool 63 in the winter time. There is also no gas leak, because my usage is normal and there are no smells. I am being ripped off by this gas monopoly and have no choice but to pay outrageous prices because i have to have gas utilities, and they are the only one that is in my area. I can understand paying deposits and such due to credit, but making someone pay a higher rate for literally no reason other than because they can is ridiculous. Someone's credit has ZERO to do with how much they should be paying per unit of energy. I pay the same rate per unit for my electricity as my neighbor, how is my gas different? We both use the same company, this makes no sense and seems illegal to me. Can something be done about this? I am literally being forced to pay more for a required utility because i am poor. I'm sure I'm not the only one in this type of situation.

Georgia Natural Gas Company is a scam. It's a disgrace and a disappointment. I would not recommend this company to anyone. Do not trust this company! Georgia Natural Gas Company is predatory. This company preys on people who work hard and they don't value great customers who pay on time. My husband called because our bill was high for the last two months January and February. Now for the month of March he was told our bill will be $505.00 after being lied to when signing a 12 month contract. He spoke with a supervisor by the name of *** I asked him how is that possible. We have never paid this amount for any other gas company. We need answers as to what went wrong because I know for sure this can't be right. We've been with this company over 6 years. We're unsatisfied with the treatment that we've received. I was almost in tears when my husband told me what we have paid and was told what we would have to pay for future months. I may not know everything but I do know we have been scammed and we have not received great customer service. I take pride in customer service and unfortunately your company does not have it! I feel as if we've been disrespected. Obviously there's a reason that we were with this company for this long. Now I'm not sure we will have a future because Georgia Natural Gas has failed us. Natural Gas Company is not who they pretend to be with fake advertising and slick talking while on the phone with customers. What happened to valuing your customers? What happened to listening to customer concerns and resolve those issues in a timely manner? Why should it take us to filing a complaint to receive a resolution? To even say this saddens me. I want to speak with the highest level of this company. People who work hard shouldn't be treated this way. People who pay on time should not be placed at the bottom of the barrel. I'm not sure if this is legal but I will find out. I'm asking who ever is reading this will find it in your heart to understand. Understand that this is disheartening. How can you look yourself in the mirror every day and say this is okay? It makes us question why we chose to deal with Georgia Natural Gas Company. I'm in disbelief. Please continue to not provide great customer service and I guarantee you, your company will not receive good reviews. Please contact me. Have a wonderful weekend!

Our gas was cut off with no warning, despite the fact that I had tried repeatedly to get our bill paid online. We have been GNG customers for 25 years, and have always paid every single bill on time. We had our billing set up as an automatic bank draft. In November, we had to close our checking account, due to fraudulent activity on the account. When this happened, I went online to GNG's payment portal and set up for the billing to be processed using a debit card, linked to a different checking account, and after filling out all the necessary info to set up the autopayment, I believed that we were all set. I did receive a phone call from GNG on 12/15, which was a robocall, asking for someone to call GNG. After trying to call the number and getting stuck on hold, I went back and checked online again, and I saw that we were still enrolled in the autopayment plan. We also received a paper bill dated 12/18, which says "Do not send any Payment" and also "415.99 will be charged to your credit card on file on or about 1/11". The bill does not state anywhere that our gas was about to be cut off. We never received any kind of disconnection notice prior to the gas being cut off. The gas was cut off this morning (12/28). As stated, we received no warning, no letter or phone call. I spent over two hours on the phone trying to resolve the issue and pay our bill. I had to talk to 4 different customer service people, because each time I would finally be connected to a real person, we would get to a certain point in the process - after I described what had happened, the customer service rep pulled up my account, I told them how I wanted to pay and get things turned back on, etc and then I would get put on hold while they talked to a supervisor and then my call would get dropped. So I would have to call back, wait in the phone queue, and then describe what happened to whoever was on the other end of the line all over again. I have never had such a frustrating phone support experience.The last person I spoke to, who was able to process my payment and schedule for the gas to be turned on again, told me that when payments are set up using a debit card for online payment, "it can take one or two billing cycles" for the system to actually start using the debit card for payment. She said that this fact was stated in the terms and policies that I agreed to when setting up the online autopayment, but when I went back and looked at the fine print, I couldn't find anything that said it could take one or two billing cycles for the system to start working.There was nothing on the payment site that indicated that our payment would be delayed, for any reason. I still cannot understand why, after filling out all the autopayment information, our bill was not processed. Finally, I asked the customer service people about the $60 reconnection fee and the $150 deposit, as I felt we should not have to pay either one. I was told that they would have to speak to a supervisor, but each time, when I was put on hold while they tried to talk to a supervisor, I would get disconnected. I responded to the phone survey and indicated that I would like to speak to a supervisor, but never heard back from anyone. The people that I spoke to were polite, but ultimately, they did not address my primary complaint, and they were not able to connect me with a supervisor to address my complaint. In sum: I tried several times to pay our bill online, and the online payment portal indicated that our autopayment plan was set up. I tried to return GNG's phone call, but got stuck on hold and gave up. We have been long term customers with perfect payment history and still, our gas was cut off without warning. It's going to be a cold night. Thanks for nothing, GNG. I hope to hear from you soon.