“ I was billed for 14 days of gas service because of my transfer date. But was charged a full month of Atlantic Gas Light Company service. I have been on hold for 28 minutes waiting for a supervisor because the representative she that was the way it was. I finally hung up after waiting 30 minutes. Shouldn't have foreign customer service agents! ”
“ I received a late notice about a week after my bill was due in January 2024. I checked my bank and it showed an EFT in the full amount of the bill cleared the bank and was paid to XOOm on the day it was due. I figured it was just a hiccup in their system and disregarded it. This week I received a disconnection notice, saying the bill had not been paid. I called customer service and was told I had not paid the bill even though I had a reference number from the bank showing the bill had been paid in full to XOOM. Customer service said billing could not find the reference number and they would do an investigation to determine whose account that nearly $200 went into but that I still owned them the full amount or risked having my gas turned off next week. These folks have some issues. ”
“ Had Xoom for a year, and they seemed... okay. Their interface for payment is kind of awful, but it mostly gets the job done, though occasionally, it doesn't process for 'some reason' and you have to go back in and try multiple times. Come the end of my term, they jumped my ONLY available rate up almost an entire dollar a therm, so I called to ask if they could price match their own current advertising. They wouldn't. I asked when I needed to cancel to let them know. "Please let us know by the 22nd of the month!" SO... I call on the 20th of the month and tell them I'm cancelling. "Oh... sorry... it's after the 19th of the month, so you'll be stuck with the month to month rate for another month because we can't cancel same month after the 19th." So this past month's bill was 4x my usual December bill, and it hasn't been an especially cold month yet. I would not go with Xoom again if they can't get their act together with valid information. Just know that they clearly are not set up to WANT your service for more than one contract. Ever. ”
“ I was on Auto Bill. My contract expired. Didn't notice. Finally after 5 months I logged onto my account, just to find XOOM had more than doubled my therm rate. I called to see if they would backdate my charges to what I was originally paying. I was basically told tough luck and to suck it up. They had the right to change my rate WITHOUT notice. Of course I did not renew. ”
“ They have decent prices, but when a billing issue arose, I had to call 6 times and speak with 6 different people - they never followed up or kept track of open items. They would not let me discuss the billing issue with the billing department. I had to go through customer service reps who did not understand the situation. Eventually, I just had to give up and pay the extra charges even though they were wrong. I decided it was best to pay them the charges and then just never use them again, than keep arguing with customer reps on the phone that did not understand the issue. Would never use them again, even if they had the lowest therm rate. ”
“ horrible experience. Sent payment thru bill pay, XOOM claimed they did not receive payment. We provided proof from the bank via copy of check showing their bank/name. Weeks later they sent a disconnect notice, we called again provided copy of checks, they said thats not good enough, we need copy of bank statement...we blacked out info they did not need sent in, weeks later after many calls still not resolved, finally 2.5 months in we received a notice in the mail the account was finally credited, but demanding $30 in late fees!!! Still fighting this with them. DO NOT USE THESE FRAUDS ”
“ I wasted a lot of time signing up for service today, before I decided to cancel and hopefully never encounter this company again. I gave them info for a credit check. I have been at the same address for 24 years, and have a long term exceptional credit rating of 830-845, with no late payments EVER with anyone, including utilities. I was told that my credit had been reviewed and they needed a security deposit of $150. I asked for a manual review, because I thought surely this must be a mistake. I was still declined and they asked me to send proof of payment with my current provider for 3 months. I sent 6 months and quickly got an email that stated "after review", I needed to pay a security deposit of $150. Such a scam. No other gas provider in GA behaves this way with customers transfering in good standing from another gas provider. Steer clear. ”
“ I tried to switch from my current provider to XOOM Energy to save some extra money on my gas bills. The sign up process was lengthy and required a $150 deposit. They said you could waive the deposit with proof of payment of last 3 utility bills. After sending my payment history (perfect) with my current provider, this proof was declined and I still had to pay the deposit. After calling to customer service, they could not explain what was wrong with my proof of payment history and said they could not do anything further. I have a near perfect credit score and pay all my bills. It may sound trivial but there is no reason they should have me put up a deposit. It just showed me what I was getting into with XOOM for the next 12 months... not worth the savings to deal with these people. I'm going back to my current provider and happy to pay more. ”
“ So after having a meter put in I decided to go with Zoom Energy and I wish Id never spend the time and money on natural gas heater because I havent used any gas yet being summer and my bills averaging $35 $40 a month without using anything and then I paid them and they never claimed they never got the payment. Youre better off going with propane or electric and staying away from natural gas these companies that are D regulated theres no accountability and theres like 12 surcharges on every bill unbelievable Im sorry I ever invested in this. ”
“ Everytime I call in, they make me answer a 100 questions about my account so I can verify my identity. Their employees are not competent. They will not fix any issues with billing for example removing a late charge when I paid it as soon as I noticed the issue. ”
“ Signed up online. When checking on credit for $150 deposit, failed because of credit freeze(didnt know until I signed up with power company). According to their waiver policy, I submitted my invoices from previous company, sent email about lifting credit freeze, etc.. all I got was an email saying my credit was good but decision for deposit was made and couldnt be changed. Called 3 times . Customer service reps were polite but no help. One girl even told me that their goal was to charge everyone with deposit so my understanding is as long as they find any thing missing at any time, they will do it. Cancelled enrollment and move to another company. Experience was day and night. ”
“ By far the worst and most incompetent utility provider I've ever dealt with. I had my first bill sent to me for 4 days worth of usage (in the summer) for 1 person and it was for $2500. Only hot water and the gas stove uses gas. Ive cooked once and took 4 showers in that time period. I spoken to multiple service reps and also had to contact their provider to get a tech out here to ensure there wasn't a gas leak which there wasn't. Their provider told me that there was an accounting issue which I let the reps know, yet whenever following up 2 different reps told me that they had a special reading done and the amount is correct! $2500 for 4 days of usage?!! How is that even rational. I told them they needed to conduct an audit. Then the next rep told me they see that they combined the reading with the last tenant and my bill should be updated in 3 days. I checked my account again and it still wasn't updated the following week so I called back and spoke to the next rep and the next the next rep said oh we did a special reading and the amount is correct. At that point I lost it and told her this is ridiculous I've spoken to so many reps and wasted so much of my time because of your companies incompetency and so finally she put me on a hold and said she sees the error and she'll be calling me back "after doing more research." This company is absolutely horrible. ”
“
I started enrollment in December 2021. A Rep, Kora, called me to tell me they only needed the statements from previous provider which I submitted via the web site. Kora told me that in 3 days everything was going to be finalized. Received an e-mail to enroll in autopay. Thought everything was fine. Found out they never completed my enrollment when I received a $600 bill from old provider (my average bill is normally $150 during the winter). They did not take any responsibility for this even after the quality department admitted that someone dropped the ball and did not inform me they had cancelled my account as something went wrong on their end. They only continued pushing me to enroll.
Stay away, they might show appealing rates but they outsource their processes which creates confusion. They are very inconsistent and their customer service is a joke. ”
“ I tried to sign up with XOOM energy for natural gas in Georgia. I could not even get what should be simple questions answered from their customer service. I am glad I had questions during the signup. If I had to deal with their customer service after signing up I would have been sorry I switched. ”
“ I have never had any problems with any of my checks getting lost with my online bill pay. Xoom changed locations and they said I never sent in my payment (but I did). Then they said I would have to pay a late fee even though they understood that I sent in the payment. I complained and they said I would have to have my bank call them to verify it and then they might remove the $10 charge. When my bank called them, Xoom said they couldn't take the call on a recorded line and so the bank just gave me the money for the late fee just to simplify things for me and them. The customer service rep and the customer service manager acknowledged that even if it wasn't my fault, they didn't have the money so the charge would stand. I thought that this was very pore customer service and a huge waste of time. ”
“
Nightmare
Worst gas company
Switching back to constellation energy ”
“ Signed a two year contract. At the end of the first year we were so frustrated and weary of dealing with Xooms back office and on line support we cancelled our service. They charged a $200 cancellation fee shamelessly. They would not hear of any negotiation. Pathetic customer service. ”
“ Comparisons of natural gas marketers are based on therms and typically Xooms rates are appealing however their hidden junk fees , vague billing statements and terrible customer service negate any savings. ”
“ They have fees for everything 10$ late fees. The bill is always high at least 70$ 20-30$ more than South. I only have hot water on gas and heat in the summer and in the summer months it's still 70$ they will charge you a 25$ fee if they disconnect. They are not willing to work with you at all it's a pretty bad company. They are in it strictly for the money with all the hidden fees and lack of assistance. Do not use this company it's highway robbery. ”
“ No one is ever available not one supervisor. Customer service when you do get them is horrible. ”
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