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:10/31/2024

  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.

  I had a payment of $54.46 that was due on October 2, 2024- it was in automatic payments with a debit card, I imagine my bank declined it since I have overdraft turned off. I went online to make a payment and it showed my gas active and due for October 30th payment as well, I noticed some late fees so I called *************** in hopes of having them waived since I have been a client since 2017 and usually have no issues with my account, when I do- I catch up as quickly as I can. The representative informed me that my gas had just been turned off over a late payment of $54.46 and I would have to pay a deposit of $75 and a reconnect fee of $50. What is crazy to me is that my account online shows I have active gas. However, the coldhearted nature of the business to turn off gas on a single mother of two boys on Halloween is another level of corporate greed, over $54.46. I am now being told that even though my gas shows active, it is really off and I have to wait five days to be able to feed and bathe my boys.

  

  Business Response

  Date: 11/08/2024

  The account was disconnected for a past due balance. An account will not immediately show inactive once it is disconnected. It was agreed that the deposit would be waived. Unfortunately, no sooner date was available with AGL to reconnect the service.
  

• Initial Complaint

  Date:07/02/2024

  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.

  Appears to be a false disconnection presented in collusion with True Natural Gas. A non uniformed 30ish male with ample curly redish brown hair andglasses driving an ******* truck came out 07/1 yesterday and advised , if i would call and make a pymt to True Natural Gas so that he would not have to cut my gas off. He said yes "just call them you'll be fine" True Natural for the last months has started telling us our acct was sent out for non pymt to ******* with no date given for disconnect as is normal and has been , but that it could be anytime. It sits for days even week. True Nat. Rep tried to tell me this was normal. On this particular disconnect threat it was said it was sent out on June 26th for non pymt- just as I had called to advise a pymt would be made the next day. It was made fir $52 .Acct was said sent out for $79 balance and no call was made to customer with any warning of a possible disconnect as is standard procedure.

  

  Business Response

  Date: 07/10/2024

  Thank you for informing us about the customer's complaint. Here is a summary of the billing situation for this account:

  * On June 3, 2024, a delinquent notice was sent for $176.62. This included $96.50 due for cutoff on May 27, 2024, with a due date of May 2, 2024, and $80.12 due for cutoff on June 25, 2024, with due date of May 31,2024.

  *Two courtesy two-day callouts were attempted on June 6, 2024.

  *Payments made: $45.00 on June 10, $52.00 on June 21 and $50 on July 2.

  *The current balance is $82.43, with $52.81 of this amount was due on July 2, 2024

• Initial Complaint

  Date:01/31/2024

  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.

  I signed up for True Natural Gas effective 1.1.24. This was a 6 month contract for home natural gas. Unbeknownst to me, I was slammed by *********. Instead of cancelling with *** South as I asked of them on 12.6.23, I was slammed by ********** *** South started service at my home on 1.1.24 without my approval or knowledge. I was to begin service with True on 1.1.24.Since *** South started service on 1.1.24, I did not start with True on 1.1.24.I did not find out that I did not have True until 1.30.24. True charged me a $150.00 contract break fee. Im trying to work with True, I spoke with ******* and ****** on 1.30.24. They both were condescending and rude. They both told me I was no longer a customer and could not help me. If I came back to True before 3.1.24, I would have to pay $75.00 reconnect fee. The only way True would drop the $150.00 break contract fee would be my coming back to True for natural gas. I fee True was not helpful and also quick to hit me with fees. I was caught between True and **********

  

  Business Response

  Date: 02/21/2024

  We are actively working with the customer to address the matter involving ********************** and Gas South. Resolving issues of this nature often takes time, particularly because it involves coordination with AGL. AGL has consented to make the necessary adjustments, and as a result, the service will be restored with True Natural Gas starting January 1, 2024. Once we receive the pertinent information from AGL, we will proceed to update the customer's account accordingly.

• Initial Complaint

  Date:05/09/2023

  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.

  I transferred my services over on April 14 to the address ******************************************************************, that is my current address. The never transferred it over apparently and when I payed my bill its for a different apartment that i am not staying in and *** never stayed in. They do not want to help me or give me advice on how to resolve the issue.

  

  Business Response

  Date: 05/25/2023

  After reviewing the account information, we were able to find an email on March 25th from the customer requesting to connect services for ******************* on April 14th. On May 9th **************** called into the call center and told ** that she was moving to *******************. We asked **************** to contact the management company to confirm the location address. She then called ** the next day and our CSR agent was able to resolve the situation and place her at the correct location. We also corrected the billing and transferred any money that was paid at the wrong location back to the correct account. Everything should be good with this account and the issue is resolved. 

• Initial Complaint

  Date:11/11/2022

  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.

  This company is overcharging me. ******* rental assistance just sent them money for October and Novembers bills, which totaled $139. I just received another bill for $69, which I know that I dont use hardly any gas. They were just paid, but are asking for more money.

  

  Business Response

  Date: 11/29/2022

  The money received from ******* Rental Assistance in the amount of $139.74 paid the ******* ************* October bills. I have attached each one of these bills for review. The bill for November is $69.68. Since the November bill was generated, the customer renewed to a lower fixed rate, and we adjusted the November bill to $50.73.

• Initial Complaint

  Date:06/23/2022

  Type:Delivery 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.

  Date of disconnect on most updated notice, 07/08/22. Date actually disconnected, 06/22/22. Rule 515-3-2-.02 Limitations on Disconnection states "Such notice shall include:1.the earliest date for the proposed disconnection;"This was unlawful and ethically wrong considering had not recieved a phone call or email at all for over a month prior to them disconnecting. Had a good faith effort been made to contact me the week of disconnect I could have paid and avoided all of this.Furthermore, upon calling and paying in full everything that I owed, the representative confirmed that there were in fact 2 notices delivered with 2 different disconnect dates as if that is totally normal and no harm done. When I asked if i could have it turned back on now that it's paid, she informed me that they would not do it without me there which presents an issue as I am across the country right now.In conclusion: 1. there was no good faith effort to contact me within the week prior to disconnection.2. The most updated disconnect date that I recieved FROM THEM was either incorrect, an intentional fabrication, or at the very least totally disregarded.3. There was absolutely no effort to keep me as a customer or to resolve this in an amicable manner.

  

  Business Response

  Date: 09/21/2022

  **************** was disconnected for the April 23 bill that was due May 13. The delinquency was then sent on May 16th with a disconnect date of June 7th.We contacted **************** on June 2nd to notify him of the delinquency and waited a few extra days to issue the disconnect on June 20th, in hopes that payment would be made to help avoid being disconnected. Once we issue the disconnect it takes AGL a few days to disconnect, which is why he was disconnected on June 22nd.  Please see the attached file (****** Delinquent) that shows the May 16th delinquency with a disconnect date of June 7th. Additionally, please review the second attached file (****** Delinquent) which is the original file that **************** submitted that is for the following month. We make every attempt to ensure that our customers are aware of all potential disconnects. On every delinquency, we inform our customers that the current notice does not cancel, any previous delinquency notice that *** have been received, and failure to pay or make arrangements on the previous notice could cause you to lose service prior to the date listed in the current notice.