ComplaintsforGeorgia Natural Gas

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started service in July I asked for the best rate for a one bedroom small apartment. I work a lot so Im hardly home. The agent provided me with the market rate. I got my bill a few months later and it was about $400. I could not afford this, after speaking with a supervisor in Feb they said I can be placed on a fixed rate for about $60 a month I agreed after paying the $400. Now that my lease is over I tried to pay my final bill and stop service. They said Id have to pay $150 fee to disconnect. Told them I cannot afford this its why I asked for the rate change. They refuse to waive the disconnection fee, I should have been put on the fixed rate in July when I asked for the lowest rate during my lease. *** spoken to several supervisors have been hung up on with no resolutions

  

  Business response

  08/13/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *********** terminated on July 9, 2024 without adequate disconnection notice. My most recent bill dated 6/28 and due 7/22/24 had a past due balance of $256.16 due to a check not yet clearing that I had mailed May 22, 2024. on the previous statement, I had paid the next month's current *********** charges of ****** on June 19, 2024 (received by June 23rd) and I expected the previous check to clear. Without any termination notice, phone call or email, my account was shut off on July 9, 2024. I called that evening to complain and was told a) that it was my fault since I elected to pay through the mail, b) that I had been sent a notice thru the mail and, had I looked on line at my account, I would have seen a notice there (see below) and that they had attempted to call me. I received no sympathy or consideration for my situation with a check lost in the mail.I opened my account that evening and immediately paid my full balance electronically. To verify the claims of the company's representative, I looked for any notice and there is no termination notice there. I have not received any phone calls or Voice mails at the number registered on my account. I have not received any emails regarding disconnection at the email recorded in my account even though I have recently received an email on June 19th asking me to move to paperless billing. I have been a customer of this company for the longer of it's existence or at least 24 years since I purchased the residence where I had service. This is no way to treat a long term customer over a missing payment in the mail who has paid on a timely basis over the history of the account.

  

  Business response

  07/12/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/10/2024, I called Georgia Natural Gas to request turnoff of my gas service due to an out-of-state move. I requested turnoff on May 31, 2024 but notified them that I was not and had not been living in the unit for several months. The customer service rep advised that 5/31 was not an option, but they could next turn off on 6/3/24. I agreed. I received my last couple bills on 5/1/24 (service dates 3/21/24-4/22/24), 5/31/2024 (service dates 4/22/24-5/22/24), and again on 6/6/24 (service dates 5/22/24-6/3/24). The 6/6 bill was for $38.80 with $1.53 in gas usage. This was for 12 days of service in which the unit was not in use, nor gas in use.I called to dispute this bill the end of last billing cycle during lease was 5/22/24. A turn-off at this date would have been closest to my move-out and at the end of a regular billing cycle but instead, the GNG rep recommended turnoff on 6/3/24. Seeing that this added $37.27 in administrative overhead on top of my $1.53 gas usage (again, unit was unoccupied) makes it clear this was a money grab on part of Georgia Natural Gas and misleading to me as a consumer. My last few bills are reflective that the unit was not in use (5/1 and 5/31 bills both reflect usage <$4). I called to try and resolve directly but was refused any adjustment, despite misleading guidance given by GNG on my May 10th call.I expect to pay for gas use of $1.53 since I did request service turnoff by 5/31/24. I was not advised that turnoff after this date would incur a new billing cycle, as this was not my request. GNG suggested turnoff dates outside of normal billing cycle, when known that I am not living at the unit. This was a scammy money-grab, and I would like a refund due to poor business practices and lack of informing on behalf of GNG. Thank you for reviewing. Ive attached bills from April forward for reference. My account number was *****************, and service residence was ****************************************************.

  

  Business response

  06/14/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Georgia Natural Gas. I do not have a contract with Georgia Natural Gas, and they did not provide me with the original contract as requested.

  

  Business response

  06/10/2024

  We have contacted the consumer and advised him that we are looking into this matter and will contact him once we have more information.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Georgia Natural Gas needs to be investigated. I paid $170 for my last bill and it showed a balance of $84. I check my email today and now GNG is saying my next bill is $255!! I am not understanding how my balance went from $84 to $255 overnight!!! They are a bunch of scammers and this should be illegal.

  

  Business response

  06/06/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed by a customer service agent to pay my bill through the automated system , I asked her would the transaction go through automatic withdrawal she said no. I then paid the bill and it still went through for automatic withdrawal , so my bill was taken out of my account twice. I called as soon as I notice , I was then informed that the customer service person had informed me incorrectly. I was than told a refund for the overpayment would be issued . This process started Feb. 16th and here it is now 5/15/2024 and I'm still waiting to receive my refund. I've been told several different things about what is going on with the refund and they keep blaming it on the mail situation . Can you guys please help me get what is owed to me , I've tried and I'm getting nowhere. I asked to speak to the supervisor ****** but no one can locate her . Well the person **** talked to today was unable to but since I've been dealing with this issued others have been able to locate her. I even offered to pick up the refund because they tell me that they are mailing it but it never seems to reach me. Can you see if they can send it certified mail to guarantee I will receive it ?

  

  Business response

  05/21/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. In April of 2024, I contested a charge of $738.52 that showed up as Georgia Natural Utility dated March 1, 2023 on my bank statement. Charges from Georgia Natural Gas (GNG) show up as Georgia Natural Gas on all other charges, so naturally, I did not know why that amount was debited from my account and to whom it was sent. I called my bank, USAA, and disputed the charge. I received a credit of $738.52 on 2 May, 2024. I called my bank because I was not aware of any credits I should be receiving for that amount because some time had passed since I contested the charge. USAA verified that the investigation concluded and Georgia Natural Gas refunded the erroneous charge. USAA confirmed the credit was valid and mine to keep. 2. On 6 May, 2024 I received a threatening message that my gas would be disconnected for nonpayment if I did not pay a total of $882.42. My account has been on auto payment until yesterday, 6 May 2024, so nonpayment was not an issue. A balance of $738.52 was brought forward to charge me for the same legitimate credit from Georgia Natural Gas.3. On 12 May, I received two letters from GNG threatening to disconnect my gas on 18 May if the balance is not paid. I have requested GNG stop by automatic draft multiple times. One of the letters stated that they will draft the amount on 28 May.4. To rectify this matter, I would like my bill adjusted to only my usage for this month, the balance brought forward reduced to $0.00, and any returned payment charges waived.

  

  Business response

  05/17/2024

  We spoke with the customer and addressed their concerns, and we consider this case closed.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, In October of 2022 I signed a 24 month fixed rate contract with Georgia Natural Gas. The contract was $0.899 per therm with a $0.20 per therm discount during the 24 month contract. During the first 2 months of the contract, I received the $0.20 per therm discount, however I only just realized that starting in February 2023 the discount was no longer applied. I didn't notice this for so long as my bill is on automatic payment. Upon calling GNG to inquire, they informed me that I was sent a disconnect notice in January 2023 for a late payment and that because of this, the discount was removed. I asked them when/how the letter was delivered as I had no recollection of this. They said that it was delivered via email on January 23, 2023 but when I asked them if they could produce it for me, I was told no, that was no possible. I reviewed my payment history in detail, I did have a delayed payment that was the result of not yet having set up my automatic payments. On January 21, 2023, I made a payment of $283.77 which brought my account up to date and set up automatic payments. On the phone I was informed that the disconnection notice was sent to me on January 23rd, which is two days AFTER I made the payment to bring my account up to date, after which I never have had another late payment. I asked how it could be that I received an electronic (email) disconnect notice days AFTER making my payment and why they couldn't reproduce the communication I received. I didn't get answers to either of these questions. I asked if there was a process I could escalate or appeal this and I was told there was no process. I believe that GNG incorrectly removed my discounted rate, even if a disconnect notice was sent on January 23rd, it was sent 2 days after I had paid my account in full and therefore was sent in error. I would like GNG to make retroactive adjustments to my account to apply the discounted as stipulated in my contact.Thank you for your help and consideration.

  

  Business response

  05/15/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed on a house on April 19, 2024 and have been charged $120.47 apparently due to terminating the service from a house that I no longer own. I apparently have other charges added where I cannot view the bill online yet and neither can the rep I called and spoke with. My bills have always been less than half that amount. I was told I was charged $50.00 termination fee and selling a house isn't a reason to bypass the termination fee. I no longer own the house so why should I continue the bill. Just because I have not bought another place and transferred the service which I will not longer be dealing with GNG because that was the end of their business for me. I have been a long time customer and now they want to be greedy. Please don't send me anymore emails trying to get me to be a customer elsewhere because it's not happening! I'm wandering what the other charges were. Did I also get charged AGLC pass thru charges for another month because with deduction of the termination fee gets the bill down to $70.00 and I only used 6.18 therms for the month. Need to see the bill.

  

  Business response

  04/26/2024

  Our company has contacted this customer to address their concerns, and we have reached an agreeable resolution. The customer had no further questions, we consider this case closed.

  Customer response

  04/27/2024

   
  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 in my bill reduction.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a budget billing option and fixed rate contract with GNG with ***** per term. Without any notice GNG used fine print in a bill to quietly change the plan to a variable rate which is now ***** per term! Since I was on a budget billing and no specific rate change notice was provided, it was impossible to notice the change right away. Not until a bill for $299 arrived! When I called to explain the situation GNG had no interest in adjusting the bill, making any sort of payment arrangement or working out any sort of agreement. Was just told they will send me to collection if I don't pay it by due date. I was always on time paying all bills , can not afford to pay this bill and feel it's totally unfair price to be charged for same services I was receiving for years at 4 times less expensive price. Need bill adjusted to give me the same price I was paying before GNG changed the price per therm without giving proper notice and information regarding change in the contract. **************** rep argued that emails were sent, but I can't locate any record of those emails and she was not able to provide any proof. In fact BBB complains are full of similar issues as mine.

  

  Business response

  04/18/2024

  We have contacted the customer and addressed their concerns. We consider this case closed.

  Customer response

  04/19/2024

   
  Complaint: 21584360
  
  I am rejecting this response because business refused to propose any solution and just rejected to consider any alternative. Please close the case as unsatisfactory response and resolution.
  
  Sincerely,
  
  *********************

  

  Business response

  04/26/2024

  We spoke with the customer and addressed their concerns, and we consider this case closed.

*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. ↩