ComplaintsforGas South, LLC

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Gas South put an unpaid bill on my credit that I do not know anything about. Its not for my current or previous address. When I saw this pop up on my credit, I called them to request them to send me something in writing showing I owe this. I never received the bill, statement, or any other documentation for this. Yet they still have it on my credit report since March, 2024 as of today, 8/7/2024, showing I owe $452.

  

  Business response

  08/12/2024

  Good afternoon,
  BBB Complaint ID: ********
  ********************** Account #: Unknown
  After reviewing the information provided, we were unable to reach ************************* regarding her concerns. We attempted to contact the customer on 8/7/24, but the phone number provided was not valid. Additionally, we sent emails to the customer at ******************* on 8/8/24 and 8/9/24.
  We are happy to assist ****************, but we currently do not have a valid phone number to reach her. If you have any further information or questions, please let me know.
  Best regards,
  
  

  Customer response

  08/12/2024

   
  Complaint: 22107910
  
  I am rejecting this response because I provided the correct telephone number and responded to the email that was emailed to me. I called the telephone number that was provided by Gas South and spoke with ******* in customer service, and she sent me a fraud packet for me to fill out. In the meantime, until this gets resolved by removing this from my credit report from all 3 credit bureaus, I am rejecting this offer. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/13/2024

   BBB Complaint #********

  Gas South Account #********** 

  *********************, **************):

  
  **************** reported an unpaid bill on her credit report that she does not recognize, stating she never received any documentation for the $452 charge. After her call on 08/12/2024, we sent a fraud package, which she has confirmed receiving and is in the process of completing. We reviewed the call from 08/12/2024 to verify her contact information and advised her of the ongoing investigation. Once fraud is confirmed, we will close the account.
  Please let me know if you have any questions.
  Best regards,

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7/24/24 Gas South is billing me $578.Ive asked for usage data which is unavailable on their website. Evidently when I changed providers at the end of the promotional period, they kept billing, and are charging me and additional $150 for early termination. The balance on the account kept growing from an outstanding balance of approximately $600 They are threating to ruin my credit by sending this to collections.

  

  Business response

  08/01/2024

  BBB Complaint # ******** involves Gas South account #********** for Mr. ************************ **************** reported that on 7/24/24, Gas South billed him $578. He requested usage data, which was unavailable on the website. He claims that after changing providers at the end of the promotional period, Gas South continued billing him and charged an additional $150 for early termination. The outstanding balance grew to approximately $600, and **************** expressed concern about potential credit damage due to collections.
  
  Upon review, we attempted to contact **************** multiple times. On the first attempt on 7/25/24 at 10:19 AM, there was no answer, and a voicemail was left with call back information. A second attempt on 7/26/24 at 12:01 PM also went unanswered, with another voicemail left. On the third attempt on 7/29/24 at 10:02 AM, **************** answered and disputed the balance. It was explained that the last payment was received on 11/22/23 and that the $578 balance included $418.40 for winter consumption, two late fees, and a $150 cancellation fee for a market switch within the contract period on 1/1/2024. Despite clarification that he was not charged after 1/1/24 and that higher charges were due to winter consumption under a fixed rate, **************** remained in disbelief, insisting his monthly bills were about $40.00, which were summer rates. He stated he would subpoena records and hung up. The complaint remains unresolved, and copies of the last four bills reflecting the needed consumption were emailed to **************** at ********************* This is now closed

• 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.

*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. ↩