Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gas South will not come to disconnect gas when requested. I am a seasonal customer and have requested that the gas be disconnected. I have had to call and put in a request 2 to 3 times and they still have not sent anyone to handle it. Gas South charges daily for gas being in the lines. I am a seasonal customer and request every April for disconnection. They keep not showing up so this is costing me daily. I want the gas disconnected immediately.

  

  Business Response

  Date: 04/30/2025

  Timeline of events:
  The customer initially requested a seasonal disconnection on April 3, 2025, with a requested service stop date of April 15, 2025. This date was confirmed in a follow-up call on April 8, 2025.
  On April 11, 2025, the customer submitted a new online disconnection request, changing the stop date to April 21, 2025. A Gas South representative updated the disconnection order accordingly.
  However, on April 22, 2025, another online request was submitted by the customer, further modifying the disconnection date to April 28, 2025. As a result, the previous disconnection order scheduled for April 21, 2025, was superseded by the new request, and the order was rescheduled.
  The customer contacted us on April 22 and again on April 23 to express concern about the delay and to report a gas smell. At that time, the agent clarified that the service was still scheduled for disconnection on April 28, based on the most recent customer request.
  The customer later filed complaints with both the Better Business Bureau and the *************************, stating that service should have been disconnected on April 21. While the April 21 request had been active, it was overridden by the April 22 submission for a disconnection date of April 28.
  Service was successfully disconnected on April 29, 2025, at 2:31 PM and the meter was locked at 2:36 PM, per GCMA records.
  Conclusion:
  Although there was a delay in the originally intended stop date, all actions were taken in response to customer-submitted requests. The final disconnection has been completed, and we apologize for any inconvenience caused. We are available to assist further should the customer have any outstanding concerns. This case is closed.
  

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gas South Overbilling, and Misleading Rate Plan Communication I am filing this complaint against Gas South due to serious billing issues, and misleading communication about rate ******** late February 2025, I spoke with a supervisor who acknowledged my overcharging of $300, and agreed to apply a credit based on a rate of $0.71 per therm. This was in response to a shockingly high gas bill, including one month at $699.98. I was told that applying this credit was contingent upon accepting a new plan. I received the credit and assumed that I would be enrolled in a new plan; however, in March I was told that I was not enrolled, leaving my account with an unexpectedly high balance again.I have contacted Gas South several times, but the issues have not been resolved fairly. Instead, I was told to either pay the full inflated amount or contact the State of Georgia for an assistance program. This is unacceptable.I was also told that the new plan had been advertised by mail, but I never received such notice. There was no clear communication about the consequences of not selecting a planspecifically, that my rate would be six times the normal amount. While a small note appeared on my February electronic bill stating the plan had expired, nothing was mentioned on the December or January bills, which would have been the appropriate time to notify me before the overcharges (I have attached those bills for yor review). To imply that I was adequately informed and had a chance to opt in beforehand is misleading and unfair.I am seeking resolution through the Better Business Bureau because Gas South has failed to honor its commitments to me as a customer, used unclear and poorly timed communication, and allowed customers to be overbilled without proper recourse. I request that the original credit between 0.61-$0.71 per therm rate be reapplied to my account and any relevant billing periods.

  

  Business Response

  Date: 04/30/2025

  
  After thoroughly reviewing Ms. ******* account, including all relevant communication records and billing history, wed like to provide the following summary and resolution:
  
  Summary of Findings:
  Renewal notifications were mailed in advance of the customers plan expiration, including a ****** postcard (10/30/2024) and a 30-day renewal offer letter (12/02/2024).
  The customer transitioned to a variable rate plan in January 2025 after her fixed-rate plan expired in December 2024. Invoices included clear messaging that no new fixed-rate plan had been selected.
  On February 24, 2025, Ms. ****** contacted Gas South to dispute a high balance. A $300 courtesy credit was offered and applied. During that call, Ms. ****** declined to renew her plan, stating she intended to contact the BBB. Call review confirmed that decision.
  The customer later disputed that she declined the renewal and requested another $300 credit, which was not granted. She was informed of our findings and that a subpoena would be required to obtain call recordings or transcripts.
  As a courtesy, a Pay Plan was extended on April 22, 2025, despite multiple high-balance disputes and no payment activity since February.
  Ms. ****** initiated a Marketer Switch to a new provider effective June 1, 2025.
  
  Resolution:
  Gas South has made several good-faith efforts to resolve this matter, including applying a $300 courtesy credit, offering multiple payment plan options, and providing timely renewal notices in accordance with policy. Based on our findings and the results of our internal call review, no further adjustments or credits are warranted.
  Multiple attempts were made to discuss the resolution directly with Ms. ******* including outbound calls on April 28 and 29, 2025, and a follow-up email on April 30, 2025. We have not received a response to those communications.
  At this time, we consider the matter closed.
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im **** ****, and I opened this account about a year and a half ago when I moved to ******************. Im from the Midwest, and we only have one standard price for gas. When I signed up for service, I didnt know about the different options I was signing up for. In the past year and a half, weve had some crazy gas bills, and its been tough to pay them. The last few billing cycles, the bills have been over $1,000 for a month. I just paid an 800-dollar bill for one month to get another the next month. I reached out to one of your **** to see if there were other options. The *** told me about a payment plan and asked when I was available to pay. I said I could pay on April 28th for $1,000. We agreed and set up the payment, but I got an email a few minutes later with the wrong details. When I looked at the email, the details listed the full $1,700 balance for April 28th. I cant pay you more than my house cost for one month after paying 800 for two months in a row. The *** talked to me about gas plans and changed them. Im not asking for a credit for past invoices, as I should, but Im asking for a more realistic timeline to pay the $1,800 balance for the heating season I was unfairly billed for.

  

  Business Response

  Date: 04/15/2025

  BBB COMPLAINT #********
  ACCOUNT # **********
  
  Im **** ****, and I opened this account about a year and a half ago when I moved to ***** Commons Xing. Im from the Midwest, and we only have one standard price for gas. When I signed up for service, I didnt know about the different options I was signing up for. In the past year and a half, weve had some crazy gas bills, and its been tough to pay them. The last few billing cycles, the bills have been over $1,000 for a month. I just paid an 800-dollar bill for one month to get another the next month. I reached out to one of your **** to see if there were other options. The *** told me about a payment plan and asked when I was available to pay. I said I could pay on April 28th for $1,000. We agreed and set up the payment, but I got an email a few minutes later with the wrong details. When I looked at the email, the details listed the full $1,700 balance for April 28th. I cant pay you more than my house cost for one month after paying 800 for two months in a row. The *** talked to me about gas plans and changed them. Im not asking for a credit for past invoices, as I should, but Im asking for a more realistic timeline to pay the $1,800 balance for the heating season I was unfairly billed for.
  
  
  
  
  Since December 2024, the customer has been on a variable rate plan.
  
  Timeline of Events:
  
  A renewal postcard was mailed to the customer
  
  10/1/2024
  
  A renewal letter was mailed to the customer.
  
  11/1/2024 renewal letter
  
  
  
  Attempts to Contact Customer:
  
  4/14/2025 at 5:00 pm: left voicemail, including business hours
  
  4/15/2025 at 11:00 am: spoke with the customer regarding their concerns
  
  
  Resolution:
  
  Customer expressed that he did agree to a payment arrangement but for only $1000 for April 28 but the balance was still too high and not realistic to pay.
  We offered the customer a credit of $500 towards the balance of $1785.19 and set up a pay plan installment over the next 90 days.
  We advised the customer with the credit the new balance would be $1285.19. The customer provided us with the best dates that would be feasible to make payments.
  The customer agreed to pay $428 on 4/2/2025, $428 on 5/26/2025, and $429.19 on 6/23/2025.
  We advised the customer that they would still receive current statements that would have to paid in addition to this installment.
  At this time, the case is considered closed.

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account was opened at the address ************************************************************ in 2015. In 2021, service was shut off due to non payment. In order to reconnect, the past due had to be paid and was. Then service was reconnected with a different account number. June 2022, I moved and service disconnected permanently. April 9, 2025, a collection account for over $500 appears on my credit report. At no time has any agency nor gas south connected me about this. Furthermore, I did not carry a $500 balance after reconnection. Per my rights under the Fair Credit Reporting Act, this must be removed from my report as the bill itself is erroneous AND I was never given any opportunity to dispute it prior to being placed on my report.

  

  Business Response

  Date: 04/15/2025

  Complaint #********
  Customer: ********* Baltimore
  Accounts Involved:
  Account #********** Service period: 04/18/2016 to 04/27/2017
  Account #********** Service period: 06/01/2021 to 06/28/2022
  Summary of Account Activity and Communication:
  Upon review of Ms. ********** accounts, we have confirmed the following outstanding balances:
  Account #**********: Balance of $393.84 (including two late fees), related to service from January 27, 2017, through May 17, 2017.
  Account #**********: Balance of $507.64 (including two late fees), related to service from January 27, 2022, through June 28, 2022.
  Total amount owed: $901.48.
  A payment of $173.59 was received on 03/21/2022, leaving the remaining balance reflected above.
  Multiple statements, billing summaries, and collection notifications were issued via email and postal mail throughout 2022, including:
  Renewal and billing statements sent on 04/10/2025 and opened by the customer the same day at 10:57 AM.
  Collection emails sent between June and November 2022, with address updates made after returned mail was received.
  Final referrals to third-party collection agencies occurred on 01/31/2023 and again on 02/03/2025.
  Attempts to Contact Customer:
  ********************** made six contact attempts to discuss BBB complaint between April 10 and April 15, 2025 via phone and email:
  4/10/2025: Phone call to ************** no answer; voicemail left.
  4/10/2025: Email sent to ******************** with payment history.
  4/14/2025: Phone call to ************** no answer; voicemail and follow-up email sent.
  4/15/2025: Additional phone call no answer; voicemail left with callback number and business hours.
  Despite the customer's claims of lack of communication, all contact attempts were thoroughly documented and included appropriate follow-ups. The customer has been provided with direct contact options and all requested billing documentation.
  Resolution:
  The balances are valid, and full documentation has been provided to the customer. The accounts remain in collections due to nonpayment, and the customer may contact us or the assigned collection agency to arrange resolution.
  Please let us know if further clarification is needed.
  Gas South considers this matter resolved.
  

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gas South has increase my monthly charges from July to Febraruay for services and fail to receive any notification of increase. I spoke with a representative who stated that a post card was sent back in June notifiying of a renewal. I was never aware of yearly renewal and never received the appropriate notification on renewal. GAS SOUTH always notified me by email when there was an issue with my account. For the last 6 month the company have severally over-charged me for GAS services whereas I paid ***** in three months to keep my services connected. They have been overcharging me since July and I will like a refund due to not porperly notifiying me of any changes. I have reside at my current residence for 2 years and now my charges are more than double the normal amount. I simply can not incorporate these charges in my monthly income and it has been very difficult since to get someone to help.

  

  Business Response

  Date: 04/14/2025

  We received a complaint from the customer regarding high bills due to being placed on a variable rate after their fixed-rate plan expired.

  
  Upon review, the customers fixed-rate agreement expired in July 2024, and multiple renewal notifications were sent in advance:
  Renewal postcard mailed: June 30, 2024
  Renewal letter mailed: July 1, 2024
  No mail was returned, and both were sent to the correct mailing address (same as the service address).
  The customer did not contact ********************** until March 11, 2025, at which point they had been billed at a variable rate for several months.
  Our team attempted to reach the customer multiple times by phone on April 9, 2025, but were unable to connect and no voicemail was available. A follow-up was sent via email.
  

  The customer returned our call on April 10, 2025, and spoke with a supervisor. During this conversation:
  We explained how the renewal process works and why the customer was moved to a variable rate.
  As a gesture of goodwill, we applied a $325.00 courtesy credit to the customers account.
  The customer expressed satisfaction with the outcome and complimented Gas South on its excellent customer service.
  

  At this time, the matter has been resolved, and we consider the complaint closed.

• Initial Complaint

  Date:04/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint with Gas South is similar to others reported here. Shady business practices as far as I'm concerned. I am signed up for paperless billing. I misinterpreted that for paperless communication, which is preferred in this case. They are taking advantage of auto pay as my rate was changed without any electronic communication. These post cards and letters they mail are only to satisfy their legal obligation but I am not checking the mail for gas south communications if I'm on paperless. My bill nearly doubled after October due to my rate change and I have seen the higher bills but I was assuming it was for usage in winter months. Only after receiving another high bill in March that I've realized it's been due to the rate change in October. I have 2 kids and I've been paying $80/month above my normal bill simply because I need to sign up for another fixed rate plan and the company could not bother to tell me with a call or email? No, they use the most inefficient form of communication in 2025 for this exact reason. I'm very annoyed by this. I have already signed up for a 6 month fixed rate plan to end my lease then will be looking elsewhere. I would appreciate a credit, but won't be surprised if there is no action from Gas South. I can't believe in this economy they are doing this to people. Disgusting!

  

  Business Response

  Date: 04/15/2025

  Account Review & Timeline of Events:
  After thoroughly reviewing the account, here is a summary of our findings:
  08/29/2024 at 9:18 AM: A renewal postcard was mailed to the customer.
  10/01/2024 at 9:25 AM: A renewal letter was mailed to the same address.
  10/09/2024: A 30-day renewal notice was emailed to ******************* The email was opened on the same day at 5:03 AM.
  11/11/2024 at 8:42 PM: An invoice was generated under the variable rate plan, which included a message stating:
  Uh-oh. Your fixed rate plan has expired and you havent selected a new fixed rate yet.
  12/11/2024 at 8:33 PM: Another variable rate invoice was generated with the same expiration message.
  04/07/2025 at 10:21 AM: The customer contacted us regarding an increased bill. We explained the account had transitioned to a variable rate and offered a fixed rate plan. The customer declined the offer and chose to complete the renewal process online.
  04/08/2025 at 2:06 PM: We called the customer at ******************************* in response to the BBB complaint. No answervoicemail was left asking the customer to return our call.
  04/09/2025 at 3:55 PM: A second attempt was made. Again, no responsevoicemail was left and a follow-up email was sent with the same information.
  04/10/2025 at 4:18 PM: The customer returned the call and discussed the details of the account. After reviewing the situation together, the customer accepted a $150 courtesy credit.
  Resolution:
  The customer was informed about the plan expiration through multiple communication channels, and a goodwill credit of $150 was issued as a courtesy. The customer expressed satisfaction with the outcome. We consider this matter resolved.
  

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:03/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live alone and have had Gas South for many years, suddenly out of the blue I get charged $1,159.68 due to expiring contract which I did not receive the so called letter they sent in the mail. My rate is usually less than $100 so obviously this is just simply unethical to do this to a customer. They claim they sent a "letter". My point is even if I did not get a letter in the mail, I live alone and you go up on a customer from less than $100 to $673.21 one month and were about to charge me $500 more.

  

  Business Response

  Date: 04/03/2025

  After researching the account, heres what we found:
  

  Timeline of Events:
  10/11/2024 at 10:06 AM The customer called to ask about her contract expiration. She was advised that her contract would expire in January 2025, and that she could contact us at any point during that month to renew.
  12/02/2024 at 8:59 AM A renewal postcard was sent to the customer.
  01/02/2025 at 10:04 AM A renewal letter was mailed.
  01/07/2025 A 30-day fixed rate reminder was sent via email and was opened the same day at 3:53 PM.
  02/21/2025 The customers first bill under a variable rate was generated. A message was included on the bill:
  Uh-oh! Your rate expired and you have not selected a new rate yet.
  The bill total was $673.21.
  03/21/2025 A second bill on a variable rate was generated. Another reminder was displayed:
  Uh-oh. Your fixed rate plan has expired and you havent selected a new fixed rate yet.
  This bill totaled $486.47.
  03/29/2025 at 10:38 AM The customer called in to discuss the billing. During the call:
  The customer selected a new fixed rate plan.
  A renewal credit was initially offered.
  The call was escalated to a supervisor, who approved additional assistance.
  A total of $300 in credits was applied to help offset the high variable-rate bills.
  03/31/2025 at 8:24 AM We attempted to contact the customer by phone regarding the ******************** complaint.
  The voicemail box was full, so a message could not be left.
  An email was sent explaining our attempt to reach her and inviting her to call us at ************ to resolve the matter.
  04/03/2025 at 8:58 AM We attempted to call again.
  The voicemail was still full and we were unable to leave a message.
  Another follow-up email was sent with the same invitation to contact us to resolve the issue.
  

  Resolution:
  The customer received multiple renewal reminders prior to contract expiration, including a postcard, letter, email, and in-bill messaging.
  Once the customer contacted us, we applied a total of $300 in credits as a courtesy due to the delayed renewal.
  Weve made multiple attempts to follow up via phone and email regarding the BBB complaint but have not been able to connect with the customer due to a full voicemail inbox.
  We are still happy to speak with the customer and review the billing in full if she is able to return our call.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23132756
  
  I am rejecting this response because:

  FIRST OF ALL NOT SURE WHAT PHONE THEY ARE CALLING, MY PHONE IS ************ AND THE ** IS NOT FULL.  THEY CAN CERTAINLY CALL ME AT ANY TIME.   MY POINT IS THAT I HAVE BEEN WITH THEM FOR MANY YEARS AND WHILE I UNDERSTAND THAT THE CONTRACT ENDED AND I HAVE BEEN DEALING WITH A VERY SICK DAUGHTER WHO HAS LEUKEMIA SO THIS WAS NOT ON MY RADAR AND NO WE DID NOT RECEIVE ANY POSTCARD BUT THE REALITY IS THAT I LIVE ALONE AND NORMALLY I PAY THEM AROUND $100 A MONTH AND SUDDENLY BECAUSE THE CONTRACT ENDS YOU GO UP TO $700, THAT IS NOT ETHICAL.  I WOULD LIKE TO A CREDIT ON BOTH MONTHS AS I AM A VALUABLE CUSTOMER.  I AM SURE THAT IF THEY DON'T WANT TO WORK WITH ME ANOTHER COMPANY WILL SURELY WORK WITH ME.  ALSO I HAVE NOT SEEN THE SO CALLED $300 CREDIT THAT THEY CLAIM THEY APPLIED.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/07/2025

  On 04/07/2025, we successfully reached Ms. ****** **** to review her billing concerns. During the conversation, we offered an additional $250 courtesy credit toward her final bill, which had been generated under a variable rate.
  Ms. **** expressed satisfaction with the resolution.
  

  This case is now closed.

  
  

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2024, I establish an account with ********************** for a property at ***************************************, the company establish a variable account at a hirer rate, and contact at a lower rate was not offered, A contract rate is at a lower cost, the company is refusing to make a ***ustment to the bill. Requesting that the company to *** the bill by $1000.

  

  Business Response

  Date: 03/14/2025

  After reviewing the account, heres what we found:

  
  November 15, 2024 (11:03 AM): Customer called to start service for rental property.
  She advised she needed service for max of a couple of months.
  The representative fully explained the billing structure:
  First month: Variable rate of $0.39 per therm.
  After the first month: Rate would increase due to being a non-contracted, variable rate plan, which can range up to $2 per therm after the first month.
  

  The customer agreed to this rate and was informed she could disconnect at any time without a contract or commitment.
  

  Company Policy on Fixed Rates:
  Due to only offering 6-, 12- and 24-month contracts, Gas South does not offer fixed-rate contracts to:
  Customers managing rental properties.
  Customers needing service for less than six months.
  Customers selling their homes.
  Because this was a rental property with a short-term need, the customer would not have been eligible for a fixed-rate plan.
  March 12, 2025 (11:11 AM): Customer submitted an online service disconnection request via self-service.
  March 12, 2025 (11:35 AM):
  Customer called regarding high balance on account.
  Stated that tenants had moved in on January 29, 2025, and she would not pass the charges to them as it was "not their fault."
  Call was escalated to a supervisor.
  

  Bill Breakdown:
  Bill 1: $742.95 (Meter reads: 12/17/2024 01/16/2025)
  Bill 2: $576.89 (Meter reads: 01/16/2025 02/18/2025)
  Residential Fee: $10.00
  Total Balance: $1,341.13
  Final Bill: Will include service from 02/18/2025 03/13/2025 under a full month of variable rate billing.
  

  Resolution & Final Determination:
  Customer was correctly placed on a variable rate plan due to Gas Souths policy on rental properties.
  Charges are valid and were correctly billed under the agreed-upon terms.
  Service has been successfully disconnected, and the final bill will reflect the last billing period.
  No billing adjustments will be made, as all charges are valid.
  

  Case is closed

  
  

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing about the 228% increase in my gas bill, with the rate changing from $0.57 to $1.87 per therm. This increase, which I was unaware of, became most noticeable in December 2024, as the coldest temps arrived. Despite being laid off earlier this year, I kept good communication with Gas South and received two credits, but they were insufficient to cover the rising costs. As a result, my service was disconnected, negatively impacting my child and pet.

  

  Business Response

  Date: 03/14/2025

  Recap: Customer Account Review
  Customer Name: [Customer Name]
  Account Number: [Account Number]
  Total Past-Due Balance: $699.83
  
  Timeline of Events & Findings
  Renewal & Billing Notices:
  June 3, 2024 (10:07 AM): Renewal postcard sent.
  July 1, 2024 (10:30 AM): Renewal letter sent.
  July 8, 2024: 30-day new fixed-rate email sent (opened on July 11, 2024, at 7:50 AM).
  Customer Inquiry & Plan Renewal:
  January 29, 2025 (12:08 PM):
  Customer called to inquire about higher bills.
  She was informed that her rate had expired and needed renewal.
  Her highest bill was $481.58, but she was carrying a previous balance of $540.12.
  Customer renewed her plan and received a $75 renewal credit.
  Provided energy assistance agency information.
  Collection & Disconnection Notices:
  January 30, 2025 (5:28 AM): Past due collection call was made.
  February 4, 2025 (5:35 AM): Disconnect letter sent, requesting $358.25 by February 24, 2025.
  February 14, 2025 (5:38 AM): Severance collection call made.
  February 25, 2025 (5:27 AM): Severance warning notification sent.
  Service Disconnection & Assistance Provided:
  March 5, 2025 (2:02 PM): Shut-off for nonpayment (SONP) completed; confirmation email sent.
  March 5, 2025 (3:47 PM):
  Customer called, advising of financial hardship.
  As a courtesy, an additional $150 credit was applied to the account, bringing the total credits to $225.
  Provided energy assistance information again.
  Reconnection Request & BBB Complaint:
  March 12, 2025 (10:35 AM):
  Customer called requesting reconnection without paying the full past-due balance.
  Advised that full payment was required.
  March 12, 2025 (10:51 AM):
  Customer filed a ******************** complaint, requesting service reconnection.
  Stated she had reached out to multiple assistance organizations, but they had exhausted their funds.
  We explained that, per company policy, the full past-due balance of $699.83 must be paid before reconnection.
  Customer acknowledged and understood this information.
  
  Current Status:
  Total Past-Due Balance: $699.83
  Total Courtesy Credits Applied: $225
  Customer Acknowledged Policy on Reconnection
  Awaiting Payment for Reconnection
  This case remains open pending customer payment.

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disputing an invalid account reported by ********************** on my credit report. This account is inaccurate, unverified, and violates the the Fair Credit Reporting Act (FCRA). Since it does not meet the legal standards for reporting, I request its immediate removal. If the furnisher cannot provide proper validation, it must be deleted per federal law.

  

  Business Response

  Date: 03/10/2025

  Hello,

   

  Timeline of Events:
  3/7/2025 11:17 AM Outbound Call: Attempted to contact the customer to discuss the validity of the account. No answer. Left voicemail.
  3/10/2025 3:49 PM Voicemail Left: A detailed message was left requesting the customer call back to discuss account details.
  

  Research Findings:
  An account was located under the customers name with service dates from 11/01/2023 03/05/2024, as confirmed by AGL.
  Further discussion with the customer is required to determine whether the account was set up fraudulently or if it is valid.
  

  Resolution:
  Awaiting customer response to verify the legitimacy of the account.
  If the customer returns the call, we will proceed with further investigation and determine the necessary next steps based on the discussion.
  

  This case remains open, and we will attempt to reach out again tomorrow.