Georgia Natural Gas® - Company Information

“  I have a large overage in my budget billing. I was told the only way to receive my overage is to come off budget billing. I came off on 3/24. I was told I would receive my overage by check. I received a bill 4/9 due 5/3. GA Nat Gas prepaid the bill with my overage. I called 4/14. Paid my bill on the phone to get.my overage. Was told it would be mailed that day. Today is 4/26, no check. Called them again. Was told it takes 15 days after I called 4/14 to make the request which will then take 3 weeks. Another bill will drop in the meantime and they will credit that bill again with my overage. You see this is a scam to never give you back your money. ”

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“  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!!! ”

“  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. ”

“  Estoy llamando para preguntar sobre algunos cambios que e visto en mi cuenta y no.contesta el telfono.pero si puedo cambiar de compaa y es lo que hacer y espero que usted tambin... ”

“  I rented out an apartment that had a gas leak. GNG was called. They didn't show up until the next day! I had to get a room because it was unsafe to be there. Currently, I paid my bill Jan 27, 2021. GNG cut my service off Feb 23, 2021 without prior notice. Their reason when I called is because I didn't pay my bill. But my online bill said the bill isn't due until March 15, 2021. And when I said I want to switch plans because I'm paying for 2 bills in one month, I was told I can only have that service. Well if I couldn't have any other services, why was it offered when I first opened the account with you all? I also never get emails about my monthly bill. Other utility companies email, text, or mail in their customers' bill ahead of time. And they don't cut off their services for less than 45 days of the past due payment! I hope their competitors are way better than them! ”

“  Since being a loyal customer here for so long, I would appreciate respect and professionalism when dealing with this company. I received the opposite. Dealing with a rude worker named Demetrius/Deshawn I was talked over, given constant attitude, and this service is not the place where you should trust your sensitive information. These workers at nit trained properly, unprofessional, and have your information while performing from home with tvs and other insecure events happening around them. ”

“  We locked in a fixed rate plan at .49 per therm. Three billing cycles later, they are still charging us $1.58 per therm. So far, this has cost me over $600 more than what we should have been charged. I have called several times trying to straighten this out (I'm actually on hold now, and been on hold for past 38 minutes). Georgia Natural Gas ® is a horrible, dishonest company. ”

“  Yall. I never write reviews like this but it's needed. We have online billing and statements and stuff like that. At the end of last year, 2020 (The pandemic year). 1 month and 2 days into this year we realized our gas bill went up from around $70 to $240.... When we called and ask how.. and why. they said "our plan expired so they bumped us up" to the most expensive plan possible... We said, "how is this even legal." They said "we sent you a letter in the mail.... "It's Feb 2nd and they are making us pay this amount for both months January and February before allowing us to switch back. Yall. Do not go with this company if you can avoid it. ”

“  THEY DISCONECTED MY SERVICE I PAID THEM THEY NEVER TURNED MY GAS BACK ON SO I CALLLED TO SEE WHAT WAS THE HOLD UP ON RECONECTING MY SERVICE YOU ALL GOT YALL MONEY SOOOOOO?THEN THE LADY TELLS ME TO HOLD AND IT WILL BE 3 TO 4 BUSSINESS DAYS BEFORE A TECH CAN COME OUT,THEN SHE SAID BEFORE SHE CAN SCHEDULE FOR A TECH TO COME I HAVE TO PAY SOME ADDED ON FEES IM LIKE WHAT FEES I PAID WHAT WAS NEEDED SHE LIKE I KNOW BUT WE HAVE ADDED MORE FEES AT THIS POINT IM DONE WITH THEM I WILL TAKE MY MONEY ELSE WHERE THEY ARE MONEY HUNGRY ”

“  So called before winter to get some type of fixed (I am 70, live off ss income) got plan change best one was told 12 month fixed piece, sure sounds good. and then the base charge on my bill doubles???? no one can explain why service for pipes, run of gas changes every month, base price almost doubled, called them they tell that it is not them that charge that can't help you call other company. other company says sorry we don't do the billing can't help you??? so they can't help, I gave customer service 1 star because I spoke with different people one of them I would give a 4 she tried really hard to help. ”

“  I used GNG when I lived in an apartment in Brookhaven... 5 months ago. Today I received a phone call from a bill collection agency stating that I owe them $273 for my last month of service at a studio apartment I was at for a total of THREE DAYS!!!! I asked why I was not called and why I was being charged such a ludicrous amount and the customer service representative wouldnt tell me why but only where she could send the bill to. I asked if my phone number was on file and why I wasnt contacted before this point, no answer, naturally. Horrible, sorry company. As soon as I get my final bill, I plan to pursue legal action against these shifty crooks. 100% against recommending this lazy company. ”

“  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. ”

“  Gng is the absolute worse company Ive ever delt with . No other bills have I ever had problems with . Always on time no matter what . Right off from the start setting up with gng the representatives already told me different things repeatability. I just went with it because where I live this is the only available gas company that reaches in my area . The only thing that is connected to gas is my heat everything else is electric . Some how months before even touching my gas I was already getting charged for usage. This month is the first month Ive used the heat and with that being said its way over priced if Im already being charged for nothing . My bill was due on the 9th and due to them never being able to tell me when it is I was 2 days late , the first time I have EVER been late on anything like this . I called to pay my bill and of course payed my late fee which was 87$ ... as well as went ahead and signed up for auto pay to make sure I didnt miss it . I even had an email sent to my phone showing I signed up for auto pay that same day, had my card number taken and the lady took my payment with a thank you so much ms hazelrigs have a great day. Fast forward 2 weeks later and I get on my gng app and it says I owe A WHOPPING 208$ + 55 dollars for usage just within 2 weeks . In distraught and disbelieve I call them and the lady stresses to me that all she sees is the payment I made 1 month ago and kept repeating thats all she sees like a smart elec. when I expressed my concern that my card number was given to one of there representatives and I was told my payment went through but did not she kept repeating herself and said she didnt even see where I started my auto pay .
THEN of course , it never fails I get disconnected or hung up on and had to go through the automotive system and wait time all over .
After about an hour of craziness I get on the phone with a gentleman that confirms and sees where I did in fact start auto pay so I ask him does he see where I made my 87 $ payment . He tells me no and at this time Im completely upset and ready to proceed with setting up an appointment to disconnect my gas . I rather freeze then have to deal with them any longer and scam me . The man tells me he can wave the 200$ which I assumed that meant he would get rid of it due to an error of me not getting notified about another payment supposedly honestly making it up as he was going along. When its all said and done he throws in a couple more things and all the sudden he cant fix it and wont after getting my hopes up he could .
I DO NOT RECOMMEND . Ive spread the word to all my family members as well as close friends including my friend that was with me that heard me make the payment that day and they are positive they will never be joining gng. ”

“  We were late in paying our bill by 5 days and we had our gas shut off without any warning. They claimed that a letter was sent in the mail with a warning but we never received it. I called them about turning the gas back on after we paid the bill in full and was informed that the next possible date on their schedule was 5 days away. I told her it would be really nice if we could have it sooner since we didn't have any warning prior to shut off and she put me on hold for 20 minutes. My wife called back later and discovered that we did not have an appointment at all and that there were no notes in the system. The Georgia gaslight company had not even received a request to turn the gas back on. It was like I had not made the call at all! This service person took my call and PRETENDED to schedule a turn on for me with the intent that I would wait 5 days and then have to actually schedule an appointment. All the while I would be without a way to cook food or heat water. As a matter of policy they never make an appoint on the same day that you call.

The bottom line is DO NOT USE THIS COMPANY if you have any possible chance of using a different one. ”

“  There billing system is completely flawed. It will not tell you the actual amount due when you pay your bill through their system. Then they say the total difference is past due and charge a $10 late fee along with shutting your gas off. After an hour on the phone nothing was resolved. I pay all my bills at the same time and this is the only company I have issue with. DO NOT USE THIS COMPANY! The system literally hides what you owe, the automated system says one number, your actual bill says another and if you call and talk to someone they give you another completely different total. WTH IS WRONG WITH THIS COMPANY!! Im in the top 3% of earners in the nation, it was never a money issue. JB ”

“  when you close the fix rate% 4.99 ended with $1.29 rate when you call for complain about the bill you have to stay on line for 25 minutes with them the end they are said we fix that and give $25 return for next month and 2 more months they charge you for $1.29, the time winter is finished.sorry about this company. they wants all your money they know people demanded to the gas for heating system in winter time. ”

“  I had a six month fixed rate plan for 3 years before they started charging me with a variable rate in 2019. We were talking by email but they ran out of excuses and blocked me. I wish I could give them zero stars. ”

“  I spent 2 therms on the service, i was billed $40. $28 for a base fee doesnt even matter what your usage rate is, and then $7 for a customer service fee. Like what in the actually heck. ”

“  They discounted my service EVEN with my account on time! I have all the bank screenshots! But to reconnect it they take 3 days!!!! I am changing to another company! This is so disrespectful!!!!! ”