Georgia Natural Gas® - Company Information

“  It's crazy how no one is answering my call instead they are hitting the ignore buttons. And transferring me for no reason. All I'm trying to get is payment and bill history emailed over to me smdh. A hour is too long to be on hold for someone to answer the phone. This is outside metro Atlanta. ”

“  Wait time to speak to someone is unacceptable. Almost an hour of waiting and the time is still ticking. ”

“  Able to quickly cancel all other Georgia utilities when relocating. On hold multiple times and disconnected with GNC. Currently on hold for over 1 hour. Totally unacceptable! You can immediate get help to sign up for a new account, but not to cancel services when you are moving out of Georgia. ”

“  We moved from an apartment to a house last year.
We thought it would be simple to call and switch our service.
We were wrong.

It would be one thing to spend thirty or so minutes on the phone with Georgia Natural Gas ® to successfully get the company to shut off service to our old apartment and have a reasonable rate for our new location. But that's not what happened.

We spent two cumulative hours on the phone to get them to switch our service. That would be fine if it worked. But it didn't.

Instead, Dear Reader, we've been billed two months for our old location when we've explicitly been told our service was canceled.

So we spent another hour on hold to rectify the situation they told us they would refund the money they erroneously withdrew from our account and to reduce the price-per-therm to a more reasonable $0.60 per Therm. Along with a $100 rebate for the hassle we've been through.

None of this has happened after spending more than THREE HOURS on the phone. We're STILL getting billed from the previous location and they have yet to give us an appropriate fixed rate instead of the OUTRAGEOUS $2 per therm they continue to charge us. They owe us over $500 due to their incompetence and inability to follow through with basic tasks they have promised they'd do.

DO NOT give this incompetent business your attention. They have the ability to muck up any circumstance. ”

“  Iam 76 and dealt with a lot of companies but never had as bad a customer service as this company .
I have to contact them by phone on 4 occasions and been on hold fron 30 to 55 minutes and still no contact I have emailed then and still no answer .
They have raised my price per therm fron 59 cents a therm to $199 a therm ,I cant find any company in the country charging that.
They do dont give a voice mail option for you to leave a message so clearly dont care about there customers.
Tha worst company I have ever dealt with . ”

“  The worst customer service call I have ever experienced! I had to hold for over 30 minutes to get thru and then the customer rep disconnected me just as we were going to sign up for new fixed rate plan. Will explore other providers. ”

“  I wish I found this website before we opened this account. This has been THE worst customer service experience I have ever had with any utility company. EVER. We just bought a house and opened our account with GNG. The next day, the previous owners called to cancel their account. Well, GNG decided to cancel our account instead ONE day after we opened it. They had all of our banking info and just charged us an early termination fee. Because we had it on auto pay we had no idea this happened. Sure, it was on the bill in tiny print at the bottom of the bill. Then eventually our gas was turned off. Funny thing? They didn't have a problem charging our banking account as usual. So two days before New Year's Eve, we have no gas, no heat, no cooking. I'm an ER nurse and can't even decontaminate after work unless I want to take a cold shower. They made me open a new account and promised credits to my account. Guess what? So far, no credits. I'm literally on hold RIGHT NOW with GNG...for over 45 minutes waiting to ask where my credits are..credits for the early termination fee (that I never terminated), and 3 connect fees...After this contract, I'm DONE. Never ever would recommend this company. ”

“  Im being charged late fees with auto payment. Currently have been on hold with customer service for over 2 hours. WTF horrible horrible horrible ”

“  Every time I call Georgia Natural Gas ®, they immediately say they are going to direct my call and they put me on hold. I get put on hold for more than an hour every single time! Today, I have been on hold for 1 hour and 15 minutes and I am still on hold! Horrible customer service! I definitely recommend against Georgia Natural Gas ®. ”

“  I have been trying to cancel my service for 2 MONTHS NOW!!! I moved from ATL 9/11 and have called GNG over 100 times to cancel. Each time Im transferred and transferred, no one seems to be able to cancel anything, everyone is just an operator. What has got to give? I am think of a lawsuit at this point because it is literally impossible to cancel service. I am creating a list of people I have spoken to because at this point it is RIDICULOUS. I do not live in GA anymore otherwise I would go directly to GNG. You guys have charged me for 2 months and I no longer live in the apt. I dont know what to do. ”

“  I have been on hold for 45 minutes so far... I have been transferred four times and still on hold, just to see about using there services. I would never, ever recommend this company!!! ”

“  I am honestly shocked by this experience. I have been on hold for 2 hr 45 minutes, about every ~20 minutes, a representatives answers the phone and says "how may I direct your call?" To the first few, I explained that I have been overcharged and need to fix my rate. They reply "please hold while I direct your call". To the 4th person I said "please, can you stay with me, I keep being redirected" and she cut me off and put me back on hold. The 5th person I said "can you please help me, I've been on hold for 1 hr and 40min and I keep being re-routed to no one, I feel trapped" she proceeded to the same "re-directing your call" speech. I begged her to stay on the line and she put me on hold while I asked for help. The 6th person I put on speaker phone for my family to hear. Once again I said "I have been on hold for 2 hours, would you please stay on the line to resolve my issue?" and they repeated the "please hold while I transfer you" message.

My family wondered if it could be a robot, and now I am wondering the same thing. I honestly wonder if this is a scheme to break people down. I am extremely disappointed because I have been using GNG for over 5 years, and they didn't used to do this. I really don't know if I will continue with GNG if is how they treat their customers.

I honestly have a very easy issue to address (they convinced me to do a seasonal savings plan where the automatically turn on the gas during cold seasons-they said this was a batter deal than turning it on and off and that I could call to adjust the rate-turns out the rate they are automatically charging me $1.85/therm rather than the .40-.50 cents I typically pay). Instead of addressing this issue they've wasted my time, and the time of 6 representatives (if they are even real people) for no reason.

I can never get these 2.5 hours back. GNG please fix this. ”

“  I have been on HOLD for now 3 hours trying to get the gas cut off to a property Iwe sold. Still no help Don't sign up with these people because you will regret it. ”

“  I had been with Georgia Power for nine years on the budget billing/ fixed to help manage cost. I noticed my
Bill had been excessive for the past year. When I called , I found it they had moved me to adjustable rate which led to a $375 bill for just one month as I was told by one of the representatives. I noticed my bill has never gotten under $150 for the entire year thus far. Normally in the summer months, it would drop. How can my bill continue to be o ver $150 when Im not even using gas in the summer? To matters worse when I called in, the first time, the wait time was over 20 minutes, then the rep hung up on me. Called back and had to wait 45 minutes to speak with someone. To be told I am on budget billing , but My bill gets higher based on my usage. When nothing is using gas, but my water heater for the past three months. I will be leaving Georgia Natural after them over charging me. I believe they are over charging due to the pandemic to make up for those not paying. Beware of the switch up!! ”

“  Not even sure I want to continue with gng and I haven't even become a customer yet. I have been trying to reach their customer service since yesterday. I have been calling them for hours at different times of the day. I have never had a service that I paid for that didn't allow me to contact them. The phone number that they email to me doesn't seem to work. I swear, they don't want my service. If it's this difficult getting started, why even stay with them? Why even join them?
They couldn't do my gas yesterday, but I got an email saying that my gas would be turned on on the 25th of Aug 2021. I didn't want to wait until then, so I tried calling them. No dice. Now it's the next day, and apparently my gas hasn't been turned on yet. It says I'm approved for today, but I can't register and it says "Error In order to create an OCS account your gas service has to be activated at your location and is currently inactive.". I have been calling since yesterday to try to get someone, but every time I call, it says there's a long wait time, I can have someone call me back when my turn comes. Yesterday, if I clicked 1, it'd say there was an error with their system... Today when I hit 1, it keeps doing the hold music then hangs up on me. Both days, if I waited on hold, after 30 minutes to well over an hour, it would hang up on me. I haven't been able to speak with a person yet and I am not even a customer yet. I have been charged the activation fee. The money came out of my account. I would like to get some assistance, but it seems like this company is a scam. ”

“  1.I had to call several times to tell your company that my bill will be automatic charges to my credit card , instead sending bill . Few times you send bill and charge late fees for something you are in control.
2. You charge me at the highest rate for several months.
3. Last bill you charge again late fee, for something you are in control to collect and processed payment.
4. Worst customer service , seem like no one knows whats going on . It took many repetitions to get thing Wright . Then , the mistake repeated itself like charging late fee. For automatic payment ? ”

“  I was renovating a house and had service with them. I set it up online no problem and was signed up for paperless billing. When I sold the house, I tried to stop the service online but it said I had to call. I called and told the operator I needed to stop my service and they transferred me to that department. I waited for 25 minutes and then someone answered. I told them I need to stop my service and and they said they will transfer me to that department. I was mad. Then I waited another 20 minutes and got cut off. I stopped my electric service online in 2 minutes. This is ridiculous. ”

“  I have been on the phone on multiple days to no avail. I am trying to cancel service the hardest thing in the world to get it started too was just the same. I've been on the phone for more than 1 hour this is normal for them but not talking on hold listening to something about freaking Margaritaville. T

The call back service doesn't work and when someone does answer is a silent tone then a hang up as if we inconveniencing for them after being on hold for at least a half hour to an hour what the heck don't waste your time or money let everyone else know to to stay away.

Not to mention they upcharge the bill after a while and draw you into predatory contracts to steal your money ”

“  This company charged me 120.00 for first 24 days in a two bedroom apartment plus 60.00 installation we never discussed on the phone. I was paying around 50.00 a month on a 6 bedroom house. And they denied doing anything wrong. With no option, I paid my bill and they won't answer the phone for an hour and 15 minutes of waiting. Terrible Service !!! ”

“  I started the process to enroll into GNG and I thought it was going to be similar to every other utility experience I've had. Make an account, fill-in some information, and set up payment options.

Nope! They won't let me finish registering, telling me to contact customer service and contacting customer support is slow. Its almost as if they don't want you to sign up for their service and believe me if I had an option I wouldn't sign up with them. Terrible experience and I'm still not even a customer. ”