Deposit Reviews

“  Ive had Xoom Natural gas for 6 months, no problem. Then I moved to another town, I asked them to switch it over to my new address, they never did! Their online service is terrible, its hard to log in, it wont accept your password, so I had to call costumer service to help me, they told me I could not get service at my new location because I never gave them $150.00 deposit for their service. I have never heard of such a thing. They didnt ask for that when I first got natural gas from them at my previous address, now they want $150.00 deposit? Sounds like a scam to me. Im going to contact the BBB about this. Well see if I get the natural gas that I ordered from Xoom. Customer service is nice but they dont know the answers to the questions I ask. Do not use this company, terrible service! ”

“  While this company will soon be called Dominion Energy, it is the biggest scam. This company disconnected my services in below freezing weather in February without being 30 days behind. The bill was for $90. Yes; it was an oversight on my part and I admit. However, I remitted the $90 payment immediately, but I was told that I not only had to pay the $90, but the new bill of $90 had to be paid, plus $75 reconnect fee and because I was NOT initially equired to pay a deposit based on credit, I now had to pay $150 deposit BEFORE I could get my services restored. So, for $90, I am required to pay $405 in freezing temperatures and the earliest that my services can/could be turned on is in 3 BUSINESS days. NO company should turn off services in the dead of winter. This is inhumane and poor customer service. IF you are seeking a gas company...LOOK somewhere else. I certainly have. ”

“  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. ”

“  I tried to transfer my account on December 12, 2021. The account was supposed to be established on January 1st, 2022. I paid them a security deposit of 150 dollars since they said they couldn't verify my credit for some reason. I own a house, so my credit score isn't an issue. Regardless that's not the issue.

January comes but there's no notification about whether my account was established. I call them and they can't locate my account. I had to speak to 3 different people until someone was able to locate my account through the email address to which they sent the confirmation number of the 150 dollar Security deposit payment. They told me it'll be established on the first of February and that they'll give me the credit on the extra I'll be charged on my current plan due to their mistakes.

On January 12, I receive an email saying my Security deposit payment was refunded. I call them again to see what's going on. Again, they cannot find my account. I have to reenroll for February. The representative tells me that since the account was not established and they cannot find it, I will have to reenroll from scratch. I would have been ok with it, but when I asked will I be credited the difference in the high rate I am paying with my current company, she told me she cannot promise that. Then, I asked to speak to a supervisor. He was able to locate all of my requests to enroll, all the way from November 2021 when I tried to enroll on their website. He told me they have different systems to process things and the representative did not check those hence, they couldnt locate my account. Then, I was transferred to another specialist and she tells me that nothing is wrong with the account and that the reason for the refund was that my credit was verified and they did not need that payment. Finally, she did promise to upheld the promise to credit my account for the extra charge I will incur due to their mistakes.

From this frustrating experience, I'll tell Constellations to provide better tools and training to your regular representatives and communicate better with your customers with emails whenever a change occurs to their accounts.

For any new customer, just make sure you have the enrollment ID and speak directly to a supervisor as the regular representatives either don't have the necessary access to help you and or they lack the training to help you adequately. ”

“  Due to the CORONA fiasco I was unable to lift the credit freeze on my credit (no fault of my own). Their solution was to charge me a deposit to continue the order process. When I protested, they pulled the plug on our conversation, Rep. told me to have a good day. I am credit worthy, however, they don't know that (again not my fault). My advice to anyone looking for a gas provider, look elsewhere, it may cost a little more, but, it will be cheaper in the long run. ”

“  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. ”

“  I have been a customer of Georgia Natural Gas ® since 2015. I learned today Thu, 2/17/22 that I am not locked in a contract and my rate for the pass 3 months has been $2 per therm. GNG has no loyalty to loyal customers and will take full advantage of their customers. A good company practice would be to make sure your most loyal customers have the best rates. I was a few days past the due date for paying my bill and was disconnected. I did not receive notification that my service would be disconnected. Grant it, the late payment was clearly an oversight on my part. I called the very same day of disconnection to pay the bill and learned in addition to the bill amount, I now owed an extra $150 deposit and $60 reconnect fee. I paid the amount immediately to have my service reconnected. I was advised that my service could not be reconnected for two days in the very cold Winter. This is the first time I have ever had a disconnection. This is not a good customer experience and I will be seeking a new gas provider who cares about their customers, seeks to provide a good customer experience and not try to overly charge to pad company's bottom line. ”

“  We had automatic payment set up, every single month we had issues with them taking our payment. So we would have to go in on-line and submit our payment manually. Finally had it with them when they cut our gas for non payment, called them to after paying to reset my gas. They said it was my card that rejected payment, when infact it was directly from our bank account, they had no clue what they where talking about. And they still wanted to charger $75 plus a $150 deposit. Money was not the problem, it was their fault but some how it was our fault. After I told them I would change providers they didnt care. I would never go back with them. ”

“  My auto pay has been ON but they still charge me for late fee and request me to pay installation deposite. ”