ComplaintsforGas South, LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a billing issue with my gas service. Despite paying $263.00 on 3/11/2024, and $100 on 3/1/2024, my service was disconnected in March 2024. I subsequently switched to Gas South on 3/1/2024. Despite the disconnection and switching to another provider, I am still being billed for services I do not have.I am now being charged $529.78, which I do not believe I owe. I have attempted to resolve this issue by writing to you, but received a response suggesting I call instead. Additionally, I mailed a request for a final bill and validation of these charges, but have not received a satisfactory response.Please investigate this matter and provide a clear explanation for the charges. I appreciate your prompt attention to this issue.

  

  Business response

  07/07/2024

  After review of the information provided, we made three attempts to reach out to *********************************. We reached out on three different attempts. The 1st attempt was made on 06/28/2024 @4:18pm by phone and followed up with and email. 2nd attempt was made on 07/01/2024 by phone @4:45pm and followed up with an email.Our 3rd and final attempt was made on 07/02/2024 @1:54pm by phone and followed up with an email.  We were unable to speak with ******************************** on all three attempts. Based off us not being able to speak with the customer we are satisfied with closing the complaint.
  
  If you have any questions, please let me know.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company turned my gas off with no problem. I paid the bill immediately and they will not schedule my gas to be turned on until 5 days later. This is horrible customer service as I have 2 babies now in a house in which I cant feed them for 5 days and they DO NOT CARE!

  

  Business response

  06/12/2024

  After review of the information provided, we made three attempts to reach out to Ms. ********************* We were successfully able to speak with her on the third attempt. During the call **************** ultimately stated she just wanted to voice her complaint about having to wait 5 days to get her gas back on after SONP.  We apologized for the inconvenience this has caused her and explained how *********** Lights scheduling works. **************** stated life just got in the way and she did not receive any of the collections calls due to having a new number and forgot to call Gas South to update the account.After **************** provided clarity on the situation we offered to waive the reconnection fee  of $60.00 as a one time courtesy. **************** accepted the credit to the account and advised she is now comfortable with closing the complaint at this time.
  
  Please let me know if you have any questions.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not sure when this started a few years ago but this company (Gas South LLC) has the wrong person or the wrong *****************************. From the information I have gathered over the several calls I have made to *********** Systems (I believe this is a collections agency) Gas South said that this is a bill for a residence in *******. The bill is for $723 and the account # starts with ******...- I have never lived in ******* - I have been living at the same house that I own in ********* IL for 18-1/2 yrs - I have tried to explain this to Gas South and they told me that they will look in to this and get it fixed almost EVERY time I call and then this will charge will disappear off of my credit report for a few months then it will reappear. I have an 840 credit score and when they put this back on my credit report it goes down to 826.I don't know what else to do. I can prove that I have lived in the same residence for the last 18-1/2 yrs, and I own nor rent no other homes. I have never been to ******* and I don't know anyone that lives in *******. This has been going on far too long and I need some help, please.

  

  Business response

  06/04/2024

  After review of the information provided, we were able to speak with ************** regarding her concerns. During the call ************** expressed that she has never lived in ******* and wanted to dispute the charges. ************** advised that she has proof that she has lived in ******** for over twenty years. We advised ************** that we could send a fraud packet to her. We sent ************** a fraud packet to her email ******************* and to her home address **********************************************. We advised ************** if she had any further questions, she could reach out to the fraud department at **************.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing this complaint on Gas South in support of my mother *********************** who is 81 yrs old and whom *** had to assume a lot of her business and health needs. We switched gas companies recently and were notified by Gas South that the budget billing was no longer a available, week later received this bill, mind you we had just paid $100.00 plus bill already in April. If you take a look at this bill it makes no sense and after speaking to a representative made even less sense. I called it gouging and elderly customer and want to get a much better resolution to this unfair practice.

  

  Business response

  04/29/2024

  After reviewing the account:
  We mailed renewal letter to customer 01/31/2024 - advising budget bill program was being decommissioned and would no longer be available. Customer began new service agreement with large pay off balance ($285.40) and this amount was considered when new budget bill amount quoted and increased, based on previous 12 months consumption history,therefore budget bill amount increased from $88.00 to $107.00, hoping to assist customer to pay off thus balance and include current consumption, however due to customer's high winter bills running higher than expected...balance between actual bills minus budget bill amount and payment, customer accrued a debt for services rendered $409.58 and final bill $252.80, service dates 02/23-04/01/2024. Customer spoke with one of our senior agents on 02/10/2023 and was educated on budget billing and was thoroughly advised of true up difference, customer wanted to leave then, but after carefully consideration and thus information opted to remain in place. Charges are valid and stand this was an accrual of services rendered. Market Switch was completed - effective 04/01/2024 - to another provider. Account was found to be on autopay and is now paid in full reflecting a Zero balance. ************** - We called Account holder on 4/29/2024 @ 11:03  AM - No Answer, left message on Voice Mail.And sent email to *********************
  
  Please let me know if you have any questions.
  
  
  Thank you,
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have contacted the business on April 1 or 2. Spoke to a representative. I had been trying to resolve a balloon payment they attached to my account and start a new contract. As I was resolving the contract issue, I inadvertently paid an extra payment. I was assured I would get a refund. Nope. I also sent an email. Nope. I am extremely displeased! Unacceptable. No response since.

  

  Business response

  04/29/2024

  *********************** BBB Complaint #********
  
  After reviewing the account,we attempted to contact Ms. ******* on 4/23 and 4/29 regarding her refund request with no success. On 4/29 a detailed message was left advising Ms.******* that her refund has been issued and will be sent to her on 4/30 and to give us a call if she needs any further clarification or information. We've also sent her an email of this information. 

  Customer response

  04/30/2024

  I received the messages. The messages said they were FINALLY doing what they agreed to do 30 days ago. I didn't respond to them because I didn't have any further questions. So per the instructions I was given, I was waiting to see if the actual refund would be received. I will respond further COB today once I determine if they DID or DID NOT fulfill their commitment.

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against Gas South for erroneous billing and harassment. I talked to Gas South three months ago about my account, which was around $300 before I closed it due to overbilling. In addition, I requested Gas South stop harassing me because I was in Bankruptcy, as they continued to call me and threatened to ruin my credit. This account has been closed since August 2023.

  

  Business response

  04/02/2024

  After conducting a thorough review of the account and extensive research, it was discovered that the customer initiated a Market Switch (MKSW) effective 11/1/23 to another provider, while still under an active service agreement that expired in May 2024. Additionally, the customer had an active Pay Plan, which required a payment of $286.60 on 10/25/23. However, only $100.00 was paid, leaving a balance of $342.40. The final bill includes a $150.00 Early Termination Fee (ETF) and 2 late fees, resulting in a total balance of $658.20.
  During the first attempt to contact the customer at ************ on 4/2/2024 at 2:58 PM, there was no answer, and a message was left on the voicemail with the callback number and business hours.
  A second attempt was made at 5:44 PM on the same day, where ***************************** was reached. An offer to settle the account for $478.20 by applying a $180.00 courtesy credit was proposed, which would reduce the balance from $658.20. However, ****************** declined the offer and expressed a desire to settle around $300.00. During the conversation, ****************** informed me that he had filed for bankruptcy, of which we were previously unaware. He provided the necessary information, which will be forwarded to our ************** for further handling.
  This matter is now closed and completed.
  Gas Account # **********

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company previously had a program called Budget billing. On this program I paid $61/month. Recently I was notified that this program was ending and that I would have to choose a different plan. I did this without issue. Today when I log into my account to make a payment I see that I have a balance of $534.93. I called to find out how this was possible and was told that because the program ended I was being balance billed for the actual amount of gas I used, while on the program. I was also told that the program ended because the company wasn't making the money that I thought they would. The purpose of being on the budget program was so that I would not have to pay the full amount, and I was instead on a flat & fixed amount. " One price every month every season" was the motto. Their website says "gain piece of mind knowing you'll pay the same amount regardless of usage with no settlements or true-**** If I had known I was going to be balanced billed for the entire amount at the end, I would have just gotten on a regular plan to pay my full bill in monthly increments like every other bill. This should be a write-off, not a balance bill. It's bad enough that this company price gouges by charging a $9.95 "customer service fee" every month. But for This company to bill their customers for their mistake is fraud and false advertisement.

  

  Business response

  03/18/2024

  BBB Complaint #********
  
  Gas Account #********** ***************************, Residential
  
  Spoke with customer and explained how budget billing works. Customer stated she was unaware of possibly having a payoff balance at the end. Advised customer that the terms and conditions of the plan are sent each time she enrolls in the budget program. Provided customer with dates of emails sent for confirmation. Advised customer that we will apply a $200 credit to the account because she has been a loyal customer. A pay plan was offered to the customer to allow more time to pay the remaining balance, but the customer declined. I also went over other rate options including the One Price Plan in the amount of $115 plus tax, but the customer declined the plan. I advised the customer that she can reach out to us if she decides to setup the pay plan or if she has any further questions regarding her account.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been overcharged due to being place on the wrong plan. I selected the one price plan and confirmed acknowledgment of the price increase but was still placed on a different plan that caused my bill to be ridiculously high.

  

  Business response

  02/28/2024

   

  BBB Complaint-ID #********

  Gas Account # ********** ***************************

  After reviewing the account, we spoke to the customer regarding her concerns about the rate plan the customer originally chose online, and an email received from us advising she was being placed on an introductory rate of .39 per therm because the original rate offered had expired and increased. The customer responded yes but did not confirm she accepted the new OPP rate. We went over billing, and we agreed to apply a $280.00 courtesy credit to the account. The customer was satisfied.

  This complaint is now complete.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ordeal with Gas South has been deeply frustrating, marked by misinformation and poor customer service. Initially, I sought their guidance as a new natural gas user, but the advice given, particularly regarding rate plans, led to significant financial detriment. I was incorrectly assured that the variable rate plan was beneficial, not informed it was promotional and would increase, nor that it would be cheaper than contractual rates during summera blatant falsehood.Efforts to resolve these issues were met with dismissive responses. Claims that my enrollment was self-service without consultation are false; I had guidance from their reps. ************* their assertion of unsuccessful contact attempts is puzzling, as I have no record of such efforts.The reduction of a previously offered $50 credit to $25 by senior management not only adds insult to injury but questions the efficacy of senior management in resolving customer issues. This experience has demonstrated Gas Souths reluctance to offer transparency and fair resolution, misleading both customers and regulatory bodies alike.This saga has not only led to financial strain but also highlighted Gas Souths disregard for customer welfare and regulatory compliance. It serves as a cautionary tale for current and prospective customers about the importance of diligent oversight and the need for systemic changes within Gas South to prevent similar experiences for others.

  

  Business response

  02/06/2024

  Greetings.
  
  After review of the account, we attempted to reach **************** twice by phone on February 2nd,2024. **************** emailed ** and explained that he has noted our several missed calls however, he only wishes to communicate by email. During the email conversation on February 2nd,2024, **************** expressed his concerns. **************** missed his renewal for his rate plan and as a result, was reverted to a variable rate plan. As a resolution, we offered **************** a credit in the amount of $110.00 to compensate for the difference in his rate plan change on his most recent bill. **************** did not wish to accept the credit and has not responded to our attempt to resolve this matter by email since.
  
  If you have any additional questions, please feel free to reach out.
  
  Thank you.

  Customer response

  02/06/2024

   
  Complaint: 21227034
  
  I am rejecting this response because:

   

  Dear Gas South,
  
  I find it necessary to address a recent claim made by your team suggesting that I rejected a $110 credit offer and have failed to respond to your emails. This assertion is not only inaccurate but also misleading, as I have actively engaged in this conversation, seeking a fair resolution to the issues at hand.
  
  For clarity, and to correct the record, I did respond to your offer in a detailed email, expressing that the $110 credit, while a step towards acknowledgment, falls significantly short of compensating for the financial impact of the misinformation provided by Gas South over the duration of my service. My response, sent within a reasonable timeframe, outlined a willingness to negotiate a more equitable solution, suggesting a compromise of a 50% reimbursement of the overall difference in cost between the variable and fixed rates for the entirety of my service term. This was a gesture towards finding middle ground, not a flat rejection.
  
  Furthermore, I must reiterate my position regarding communication preferences. As explicitly stated in previous correspondences, I have chosen to limit our interactions to email to ensure there is a clear, verifiable record of our discussions. This decision was made due to past discrepancies in verbal communications and is aimed at preventing further misunderstandings.
  
  It is disconcerting to see Gas South misrepresent my engagement with this process, especially on public platforms such as the Better Business Bureau. This approach not only undermines my attempts to resolve this matter but also highlights a concerning pattern in how Gas South manages customer complaints and communications.
  
  I urge Gas South to review our email thread meticulously to verify my engagement and the substance of my responses. Ignoring or overlooking my replies, then claiming non-responsiveness on my part, is not only unfair but also indicative of the very issues at the core of my complaint.
  
  I expect Gas South to take this matter seriously, to accurately represent my position and responses, and to engage in a genuine effort to find a resolution that truly addresses the cumulative impact of the issues experienced. Misrepresenting my actions or responses does not contribute to a constructive resolution and only serves to exacerbate the situation.
  
  I await your corrected acknowledgment of my response and a revised approach to addressing my concerns. Lets proceed with transparency and a genuine commitment to resolving this matter in a manner that is fair and just for both parties.
  
  It has become evident that even my attempts to engage through email are also being misrepresented by your team. Its disheartening to see my responsiveness questioned, particularly when your initial message was sent on a Friday, and I replied promptly within the next business day, that being Monday at 12:30 PM.
  

  Sincerely,
  
  ***********************

  

  Business response

  02/28/2024

  PSC/BBB Complaint-BBB Complaint#********
  Gas Account#********** & ********** *************************
  
  After a review of the accounts, we are working exclusively with the ************************* (PSC) to provide an adequate resolution for the customer.Upon confirmation for this resolution, we will communicate again with the Better Business Bureau (BBB). Please let us know if there are any further question or concern at this time. 
  
  Thanks, 
  Maoula

  Customer response

  03/01/2024

   
  Complaint: 21227034
  
  I am rejecting this response because:

  I do not want this case to close, as I have supplied ******* with all the information they should need to deliberate swiftly on this case, and the decision is to be made on March 4th. Seeing as though this falls within my 7 day response window, I reject the response on the principle that we shall know more within the week.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Nov 2023, I signed up for Gas South to stay on 1.1.24 for 6 months. I then found a cheaper ******* Gas Provider than Gas South. On 12.6.23,I spoke with ***** at Gas South. I canceled my contract with Gas South as I found a cheaper provider. On 1.30.24, I received an e- mail from Gas South. I was told that my Gas South Service started on 1.1.24.I had canceled service with Gas South on 12.6.23. Gas South told me that I had been slammed. In addition I was told that a second Gas South Account had been set- up for me on 1.30.24. Not only was my cancelation ignored, I no longer had service with ****************. I had signed up for 6 months of service with True to begin on 1.1.24. True charged me $150.00 break contract fee. This has been a poor experience. I was treated disrespectfully by Gas South and was in the middle with both Gas South and True. This is not the way to treat anyone.

  

  Business response

  01/31/2024

  Good afternoon, 

  We apologize for any inconvenience that you have experienced with your natural gas service.  *********** Light does not discuss or initiate marketer switches.  Please contact **************** at ************ or Gas South at ************ to discuss concerns regarding your marketer switch.

  Thank you

  Customer response

  01/31/2024

   
  Complaint: 21225361
  
  I am rejecting this response because Gas South was not contacted by BBB for slamming me into service I did not authorize. 
  Gas South needs to be responsible for their actions by initiating service when they were told I did not want service  
  

  
  
  Sincerely,
  
  *********************

  

  Business response

  01/31/2024

  Hello, 

  You have filed your complaint against *********** Light.  *********** Light is not a marketer and does have control over marketer switches.  This concern must be discussed with the marketers, **************** or Gas South. 

  Customer response

  01/31/2024

   
  Complaint: 21225361
  
  I am rejecting this response because two complaints were  filed against Gas South and **************** separately. 
  

  I never mentioned or filed a complaint with *********** Light. 
  

  Responses are needed from

  Gas South and ****************. 
  
  Sincerely,
  
  *********************

  

  Business response

  02/02/2024

  Greetings.
  
  After reviewing ****************** account, we were able to call and speak to the customer on February 1, ****. We informed ************** that *********** Light has confirmed they received the slam order and have started the process to revert the customer back to ****************. We assured the customer that the services with ********************** have been cancelled and ************** will not receive any billing from Gas South. **************** will rebill ************** which will remove the Early Termination fee that was applied. This matter has been resolved through *********** Light's process. *********** Light has also confirmed that they will reach out to **************** with this update. We also emailed ************** confirmation that her accounts with Gas South have been cancelled for her records.
  
  Please let me know if you have any further question.

  Warm Wishes
  Roshea

  Gas South!

  Customer response

  02/02/2024

   
  Complaint: 21225361
  
  I am rejecting this response because:

  This is an illegal action that Gas South did. 
  

  Unknowingly I was slammed illegally by Gas South.

   

  Gas South cancelled my service unknowingly with ****************  

   

  I have had to make multiple calls to straighten this out  

   

  The attitude at Gas South is certainly not supportive of consumers  

   

  I find Gas South a terrible excuse for a business and will never recommend them to anyone  

  Who is stopping Gas South from doing this again to others unbeknownst to them?

   

   

  
  
  Sincerely,
  
  *********************

  

  Business response

  02/02/2024

  Greetings,

  While we do empathize with the frustration this matter may have caused, we are able to confirm that this has been resolved through *********** Light's process. There are no further actions that we can take at this time as this matter has been completely resolved. We do greatly appreciate the feedback and are glad we were able to resolve this matter. 

  
  Warm Wishes

  Gas South

*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. ↩