Billing Reviews

“  I am a new customer to Xoom. I contacted the company about my first bill I received that was for only 2 service days. Starting 9/1 ending 9/3. They charged me the full AGL base passthrough fee of $28 dollars for only 2 service days. When I inquired why my first bill would only be for 2 days or why they could not prorate/credit my bill they said Sorry. Our system automatically starts new service dates on 1st of each month. Okay no problem, but if they know new service starts on the first why would they have their billing system setup to end statements on the 3rd of each month? This means each new customer gets charged the full AGL passthrough fee for only an initial 2 day service period. Seems like a scam and a rip off too me. They tried to tell me it all had to do with the day the meter was read. Okay fine too, but charging people a full base fee for only a 2 day service bill is unethical at best. ”

“  I enrolled in May and never have received a bill to date (7-15-2018) I pay my bills on time but how can I get a bill sent to me so I can pay. I am concerned that I owe gas usage but because I have had no contact with the gas company they will show me not paying when it is not possible for me to pay without an invoice to pay. very unhappy concerning billing and Account management, Customer Service ”

“  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. ”

“  Walton EMC is a gas services intermediary here in GA. With them getting paid to facilitate gas service for GNG, they are not a walk in the park to work with. Namely on renewal of service. The notification and renewal structure they have in place is more aligned with jacking up your price per therm than it is helping the customer get the best deal. They imply technology and other means to collect their fees (I literally got text messages when my bill was coming up, when it is due, when it is past due with links directly to the page to pay) but dont have the option to receive notification when my contract was about to expire and my price per therm was about to rise over 250%. We post it on 2 billing statements before your contact expires is the rhetoric they use, but when you thrust e-bill statements down my through every time I log in, I dont get the bill to see the notice. You literally have to log into your account, navigate to the actual PDF paper bill, not the account summary or ledger but download and view the bill, to see this information. This is a blatant failure to the customer which is why I emphatically implore people reading this to use another provider. Bill went from $60-$90/month to over $200/month due to contract expiration. It is obvious they would rather have your contract expire, even for a month, so they can take all of your money and potentially leave you out in the cold... ”

“  Every person I spoke with gave me different information and no one ever called me back or explained any of my billing information. Was given the run around when it came to explaining my bill and changes I wanted to make. ”

“  I went with Constellation because they were the only company offering a competitive 24-month fixed price natural gas plan with a reasonable customer service charge. Since then, I wish I would have chosen another company.

I have never had any billing issues with my three previous natural gas companies, but every other month I have a problem with Constellation. The frequently leave off the Atlanta Gas Light monthly charges and have to add them to your next bill. As such, I may be $20 one month and then $80 the next month because of the issue. My monthly bills look like a heart rate monitor when graphed. I've called them several times and they just apologize and say there's nothing they can do ”

“  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. ”

“  Since signing up with Constellation in October of 2017, I have had nothing but problems with my bills from Constellation.

Auto pay took months to set up. I had to call them every month to make a payment because the web site would not show the actual amount of my bill.
The web site is misery - they always show me as overdue, would not reflect my payments, and never showed the correct amount I owed.
I never could download a copy of my bill from their web site. I had to switch back to paper billing. They never did send me hard copies of my previous bills.
December 2018 - there are at least 10 invoices posted to my account, which now shows as overdue, even though they charged my credit card for the December payment. I still can't download the invoices from the web site. I can only see they've posted several more amounts to my Bill in December.

When I asked for a supervisor to call me regarding my multiple complaints they told me a supervisor would call me back at an agreed upon date and time.
Instead, another customer service rep called me during my working hours and told me she couldn't arrange a time to call back - they were busy and I would just wait for them to call me back at their convenience. When someone called back (again during my working hours) they left a very arrogant message.

Believe me when I say their low rates are NOT worth the time and aggravation I've spent having to deal with them every month.
”

“  Received a $6.03 invoice for my first three days of my initial month of service beginning 04/01/18, indicating zero therms used??? This bill was balance forwarded to a $41.54 for the remainder of the April cycle? Really, this is how we keep new customers?
Contacted C/S and was unable to resolve billing issue. Was transferred to billing which I let ring for at least five minutes prior to hanging up. Situation status - unresolved. ”

“  Hours and hours spent on the phone to get a credit on an early termination fee of $150, that they told me should have never been charged. The lady asked for the best contact number, in case we were disconnected. I gave her 2 phone numbers. After an hour and 45 minutes, we were disconnected. She didn't call back. She had already taken care of the $150 fee but I asked for the taxes on the fee to be credited back, as well, before we were disconnected. So, I call back the next day and the new customer rep told me not only was I not getting the sales tax back, a manager had also reversed the early termination credit and put it back on my bill. VERY Long story, short, it took another hour and a half of my life to request all phone conversations be reviewed to get my $150 back. But for some reason they refuse to credit back the extra taxes. The entire situation is still very hard to fathom. Quick story from 2 years ago, when I called to have my service stopped because I only use gas for heat. I was told it would be 3 weeks before they could turn it off. I asked to get it done before I was pushed over into another month of AGL pass thru charges, taxes, fees etc. I own a store and have 2 meters so, before I even use a single therm of gas my bills are about $140 each. Needless to say, they couldn't get my gas turned off before the next billing cycle. So I was forced to pay $280 for 2 days in the new cycle. They issued a $30 credit for the inconvenience. I will never use or recommend GNG again in this lifetime. I actually have more nightmare stories, from over the years, both residential and commercial, but I think we get a pretty good understanding of their business practice ”