Disconnect Reviews

“  I called Georgia Natural Gas ® to set up a payment arrangement and spoke with someone in customer service who took care of setting up the arrangement. The following day my gas was disconnected. Once I returned home I called Customer service and was on the phone 46 minutes most of that time on hold. The customer service agent would periodically check back with me to say that she had someone on the line. The final time she returned she asked if I wanted to set up reconnect shin and I told her I was confused because I thought thats what she had been working on since it was turned off by mistake. She said she wasnt able to have someone come tonight, but that someone could come tomorrow to reconnect however I would have to be home from the hours of 8 to 4. I explained to her that that would mean I would have to take off from work. She said I could call Atlanta gas light which is the distributor to see if there was anything they could do. I called as soon as we hung up the phone and they said there was absolutely nothing on their end that could be done that I would need to speak with Georgia Natural Gas ®. So I can call Georgia Natural Gas ® and ask to speak with a manager or supervisor. I was put on hold for an extended time By the first agent and when I hung up to call back I was then hung up on from the next agent. When I did finally speak with the manager they said that they did not see a reconnection notice for the following day, but for the day after that. She offered me a bill credit and I explain to her that that was not what I was wanting that all I wanted was the gas to be turned back on immediately since it was a mistake that was turned off in the first place. She said there was nothing she could do but send an email to Atlanta Gas Light to see what they could do. Each company is telling me to call the other and I still have no gas! They have admitted that it shouldnt have been disconnected but no one is saying they are sorry and that they will fix their mistake. I spent over two hours on the phone this evening and still got no answers or any genuine attempt to help. So now because of their mistake Im looking at no hot water for me and my family for two days and having to take a whole day off of work to be here for them to reconnect. Its not like this is cable TV were talking hot water and heat. The worst part is that no one apologized or said we made a mistake and we will make it right. They did offer to waive the reconnection fee of $60 as a courtesy. Im confused how thats a courtesy to me when it was their mistake? The only courtesy that Im asking is for it to be turned on as simply as they turned it off. ”

“  According to Georgia Natural Gas ®' website, it has suspended disconnections during the Covid 19 pandemic. In my mailbox today (May 1, 2020) was a disconnect notice. Really? ”

“  Inadvertently missed paying July bill customer service told me to pay the full amount by the August due date. Paid in full two days before the due date and my gas was disconnected on the same day. I called back today and another associate told me that they could disconnect at any point once a due date was passed. Why did two different associates tell me two different things? I could have paid the first associate over the phone but she told me to just pay by the August deadline. Terrible communication and customer care. ”

“  I have been a customer of Georgia Natural Gas ® since 2015. I learned today Thu, 2/17/22 that I am not locked in a contract and my rate for the pass 3 months has been $2 per therm. GNG has no loyalty to loyal customers and will take full advantage of their customers. A good company practice would be to make sure your most loyal customers have the best rates. I was a few days past the due date for paying my bill and was disconnected. I did not receive notification that my service would be disconnected. Grant it, the late payment was clearly an oversight on my part. I called the very same day of disconnection to pay the bill and learned in addition to the bill amount, I now owed an extra $150 deposit and $60 reconnect fee. I paid the amount immediately to have my service reconnected. I was advised that my service could not be reconnected for two days in the very cold Winter. This is the first time I have ever had a disconnection. This is not a good customer experience and I will be seeking a new gas provider who cares about their customers, seeks to provide a good customer experience and not try to overly charge to pad company's bottom line. ”

“  After an hour and 15 minute wait, I got through to set up an account only to be told that the previous tenant at this apartment had a balance. They would not complete my set up until I sent them a copy of first page of my lease with start dates to prove I wasnt previously living in apartment. Why is this my problem!!
I was instructed to wait 24 hours to call back. I called back, waited one hour and 35 minutes to get rep to finish account. This delayed making appointment for set up which resulted in moving in without gas being turned on for water heater. This rep said they should not have required me to send lease dates. I asked to speak to a supervisor, but got disconnected.
Just to check other companies, I called SCANA. Wait time 3 rings and got connected to a very helpful rep. By this time was Friday of holiday weekend so earlier install also not possible, but I wish I had called them first! Would have avoided WASTED time and might have hot water now if I known GNG does not have enough staff to handle phone calls for set up. Ridiculous waste of my time! Also my install window is 8 AM to 5 PM. I asked for confirmation or info about appointment and rep said they dont do that. ”

“  Signed up for a gas plan
Was not notified of plan acceptance. I requested acknowledgement no response. I then chose another company and plan come to find out fireside billed me for 1 month gas service and charged me a disconnect fee also .I let them know what had happened and payed 1 month gas bill .fireside then turned it over for collection to and affected my credit rating

I will never do business with them . "Customer be ware" ”

“  Most utilities are easy to pay online. The Constellation system is clunky and unreliable. Our service was almost disconnected due to their failure to set up credit card billing properly. Long holds and unreliable customer service. GasSouth has been much, much better. ”

“  I ordered GNG service because of the special that they advertised in my new neighborhood. I also registered for automatic payments. When my first bill arrived, there was a statement in all caps **DO NOT SEND PAYMENT**. In smaller letters the statement was "your payment will be deducted from your credit card" or something like that, so I did not send payment. When my next bill arrived, it stated that I had a past due amount and I was being charged a late fee. I also received a disconnect notice. This was after following their direction of not sending a payment since I had signed up for autopay. When I called the rep, they told me that there is a glitch in their system and payments are not automatically deducted until the second bill. She credited me the late fee. However, the next bill I noticed that my rate had been increased by half. When I called I was told because I had received a disconnect notice. Even though I explained to the rep that the only reason I received the notice was because of the glitch in their system. The woman acted like it was my fault and in her "graciousness" she would offer to give me a credit that was less than the increase they had caused and give me an increased rate from the original agreement I had with them. After 40 minutes of this rep not helping I was allowed to speak with the manager who understood what I was saying and corrected everything. My issues are 1. they have a problem billing that they know about yet they don't fix it 2. They have a problem but the customer service rep tries very hard not resolve the problem 3.People after me are going to have the same issue but may not be as persistent as I am to get what they deserve. I will not be continuing with them after my contract is up. ”

“  I have been a customer for over 12 years, i always paid my bill, never got disconnected. Lately, i had a sugary and i was in bed for a while, one mornings i woke up feeling very cold, i found out that my gas was cut off...i called, paid over the phone and explained me situation...nothing worked, i was without gas (heat) for several days, sick in bed...bad customer service, no one to talk with. ”

“  I've been with Scana for over 2 years. My service was disconnected on 8/2, bill was paid the morning of 8/3. I called customer service on 8/4 to inquire why service hadn't been reconnected, and was told that I can't get a service tech out to my house to reconnect until 8/7! Additionally, I'm being charged another $150 for the reconnect, as if I'm a new customer. The customer service reps were unhelpful and kept repeating the same lines over and over again:
"They DO NOT reconnect on the same day"
"They DO NOT provide service on the weekend"
"They can only send a tech out the next available date, only in 4 and 8 hour windows"
However, "If there is a gas leak, a tech can come out immediately to disconnect, but are unable to reconnect"

I've never had this happen before when there was a disconnect, and according to the customer service agent, "it is the responsibility of the customer to call after a disconnect to make arrangements for a reconnect. Scana does not reach out to the customer, even though the customer will need to be at home during the time of the reconnect. If after 10 days of no communication from the customer, Scana will automatically cancel the account! " CRAZY

Guess you better make your payments on time, because if not, you're looking at a 4-5 day wait! ”