Disconnect Reviews

“  I received a late notice about a week after my bill was due in January 2024. I checked my bank and it showed an EFT in the full amount of the bill cleared the bank and was paid to XOOm on the day it was due. I figured it was just a hiccup in their system and disregarded it. This week I received a disconnection notice, saying the bill had not been paid. I called customer service and was told I had not paid the bill even though I had a reference number from the bank showing the bill had been paid in full to XOOM. Customer service said billing could not find the reference number and they would do an investigation to determine whose account that nearly $200 went into but that I still owned them the full amount or risked having my gas turned off next week. These folks have some issues. ”

“  On September 6, 2023, Scana Energy disconnected my gas over a small $50 past due bill, even though the next bill wasn't due until September 11.

I have called Scana, and the supervisor claimed that "anytime a gas bill is past due, you can be disconnected." When I told her I have 45 days in Georgia, the supervisor said it is 45 days from when the gas was used. A lie.

Additionally, Scana never notified me by mail, phone, or e-mail that my service would be disconnected 15 days before the disconnection date as legally required. The supervisor claims I was sent a letter, but I received nothing. Another lie.

They also should have made the Georgia-required good-faith effort to make personal contact with me two days before disconnection by certified mail, phone, or email. No phone calls, no e-mails, no certified letters.... It seems that breaking the law is part of the daily routine at Scana.

The worst part is that I have been their customer since the 90s, and this is how they treat me over a small $50 past due amount. You would think that Scana would do the simple thing of sending an email notification before disconnecting your service. But it seems they want to keep customers in the dark about their disconnection date to increase their bottom line by charging enormous reconnection fees, which total $225. A truly evil company.


A complaint has been filed with the Georgia Public Service Commission ”

“  I lost my small business due to the pandemic, and my service was disconnected when I got behind on my bill. I was offered a prepaid plan to get service restored, at 3x normal price-per-therm. The prepaid plan was described as a flat "budget bill-type" monthly amount plus any overage from the previous month, but that's not the case--the prepayment changes every month. I was given a bill credit for the first two bills, but wasn't told about the reconnection fee, which wasn't charged until the third bill. Now I've been disconnected again even though I paid half the amount due, and there was no notice about the disconnection. I was out of town, arrived home late on a Friday night to a cold house and can't get reconnected for 4 days. (And I'd paid the second half of the past-due bill the day after the disconnection.) At least this time, I was told about the $60 reconnection fee. I had a perfect payment record with GNG for 8 years prior to the pandemic and I'm appalled at their lack of flexibility and horrible communication. I'm currently searching for another gas marketer to try to schedule a switch before the reconnection appointment. ”

“  I missed a couple of bills because they went to Junk Mail in email after signing up for electronic reminders. I noticed it 2 days before disconnection and reached out to them to tell them my bank required 3 days to get the money to them which I had scheduled. After being a 100% on time paying customer for 31 straight months they disconnected my service over $112. They must have needed that to re-up their sponsorship at the Gwinnett Arena. I can't imagine what less fortunate people are dealing with in these times.

I get you can't miss but their excuse was they robocalled me which by default came in as a Spam call on my phone and got deleted. They should know all of this stuff happens....guess what you can do, knock on the door before you disconnect me on a day that is 50 degrees and has a low tonight of 40. Merry Christmas a-holes...signed up for another service already!!!! ”

“  I have a grill and use very little gas. My first bill was $73. That was to be expected because there was a $60 activation fee. Second invoice had no usage. I was charged $31 including a pass through charge of $23. I was expecting a minimum charge of $5.95 + taxes. So we will get disconnected as soon as possible. Totally not what was expected. ”

“  While this company will soon be called Dominion Energy, it is the biggest scam. This company disconnected my services in below freezing weather in February without being 30 days behind. The bill was for $90. Yes; it was an oversight on my part and I admit. However, I remitted the $90 payment immediately, but I was told that I not only had to pay the $90, but the new bill of $90 had to be paid, plus $75 reconnect fee and because I was NOT initially equired to pay a deposit based on credit, I now had to pay $150 deposit BEFORE I could get my services restored. So, for $90, I am required to pay $405 in freezing temperatures and the earliest that my services can/could be turned on is in 3 BUSINESS days. NO company should turn off services in the dead of winter. This is inhumane and poor customer service. IF you are seeking a gas company...LOOK somewhere else. I certainly have. ”

“  The simple truth is that I opted for the pay as you go plan I'm a state employee who is paid semi monthly which is twice a month. informed that to the marketer gas south the representative who set me up stated this plan is ideal for you lied. I received the bill and paid the bill on 12/18/17 The service was disconnected on 01/11/18 called to see what could be done for reconnection to occur paid 232.75 on 01/12/18 was informed service order would be completed 01/17/18 between 8am-4pm no one called to update to show courtesy or came. I called gas south to hold the phone line for 2 hours to be told the next available date is Monday 01/22/18 and I'm not over looking the weather. The coldest days on record single digits this is outrageous on both parties gas south and Atlanta gas and light shame on both and I hope your family's don't have to rely on your service because they would be without. I have been without heat, hot water and the inability to cook food. I have had to buy heaters to try and heat the home which keep tripping the breaker box which blew the microwave had to purchase another microwave so I able to heat water for my family and to top it off microwave food for the duration of this horrible experience just to be told I have to wait and additional 5 days for service to be restored and sorry for the inconvenience this is a reflection on not only the marketer but the distributor as well . Lastly the marketer gas south decides to send me an email to soften the blow yet again failed they couldn't even get my name right they addressed me as Sabrina and my name is Sonya that showed me truly the level of concern so whomever has a opportunity to read this review be mindful of your zip code it might not be a priority to expedite the process in a timely manner. ”

“  horrible experience. Sent payment thru bill pay, XOOM claimed they did not receive payment. We provided proof from the bank via copy of check showing their bank/name. Weeks later they sent a disconnect notice, we called again provided copy of checks, they said thats not good enough, we need copy of bank statement...we blacked out info they did not need sent in, weeks later after many calls still not resolved, finally 2.5 months in we received a notice in the mail the account was finally credited, but demanding $30 in late fees!!! Still fighting this with them. DO NOT USE THESE FRAUDS ”

“  Hours and hours spent on the phone to get a credit on an early termination fee of $150, that they told me should have never been charged. The lady asked for the best contact number, in case we were disconnected. I gave her 2 phone numbers. After an hour and 45 minutes, we were disconnected. She didn't call back. She had already taken care of the $150 fee but I asked for the taxes on the fee to be credited back, as well, before we were disconnected. So, I call back the next day and the new customer rep told me not only was I not getting the sales tax back, a manager had also reversed the early termination credit and put it back on my bill. VERY Long story, short, it took another hour and a half of my life to request all phone conversations be reviewed to get my $150 back. But for some reason they refuse to credit back the extra taxes. The entire situation is still very hard to fathom. Quick story from 2 years ago, when I called to have my service stopped because I only use gas for heat. I was told it would be 3 weeks before they could turn it off. I asked to get it done before I was pushed over into another month of AGL pass thru charges, taxes, fees etc. I own a store and have 2 meters so, before I even use a single therm of gas my bills are about $140 each. Needless to say, they couldn't get my gas turned off before the next billing cycle. So I was forced to pay $280 for 2 days in the new cycle. They issued a $30 credit for the inconvenience. I will never use or recommend GNG again in this lifetime. I actually have more nightmare stories, from over the years, both residential and commercial, but I think we get a pretty good understanding of their business practice ”