Gas South
Reviews and Complaints

Customer service is the worst. They cost me 3 days of work

Amazing a company this bad at customer service can have an A+ rating from Complaintsboard.com! Sneaky tactics to double your rate when your previous rate selection expires. Be forewarned! Inflexible and rude on the telephone. Have moved on to another company, and won't be back.

I called in because my gas was set up for the wrong address. We made the changes and closed out the account. I then specifically asked if I would receive a bill. I was informed that I wouldn't. Lo and behold, a month later, they hit me with a bill for a service that I never actually used. This is incredibly shady. They told me that agents don't know if there will be a bill when the service is cancelled. So, why are they telling people they won't get one?!

I recently switched to Gas South because it was supposed to be less expensive- my bill has more than doubled! The fees charged per therm are accurate and then they added on the following fees: Customer Service Fee- $6.95 AGL Pass through- $59.13 Taxes-$10.83 AGL Passthrough- $61.72 This is in addition the $74.00 cost of the actual gas! This is my first bill and more than likely will be my last! They show a lower therm rate and then nail you on fees. This is false advertising at it's finest in my opinion.

I am 66 years old and my sister is 69. We live in Kennesaw Georgia. We were waiting to be connected and the technician stated they came to our house and no one was home. There are three people in the house. They also stated that they called my number and it was disconnected. This is untrue, and they left and refuse to return until December 15th. Today is the 11th. So two elderly ladies will not have heat or hot water for 4 days! I believe this is cruel as the temperatures over the next 4 days will dip into the low 30's. This proves that Gas South does not care about their customers and I will be switching to another company.

I renew my gas plan at the end of November. On Nov. 3, 2020, Gas South gave me a rate of 44 cents/therm for a fixed rate plan. I compared prices using the PSC rate publication and called various companies. When I decided to remain with Gas South, after many years as a customer, they refused to honor the rate they gave me. They do not contest that they gave me the rate. They simply said that they can change their offers at any time.

They did not tell me that the rate was only good for the duration of the phone call.

This is an abhorrent business practice, and I urge all consumers to beware of Gas South. This company did not disclose relevant information to customers about its rates.

I live in Stone Mountain, GA. I was a customer of Gas South for at least 16 years.

This should be AGAINST THE LAW!
I used 190.07 Therms. My gas bill WOULD have been less than $112, BUT somehow I missed the "pick your rate" correspondence.
So instead of paying $.55/therm ($104.54)... I was charged $1.39/therm ($264.20). Difference of $160!
WHAT KINDA FOOLISHNESS! The rate should automatically renew for the Lowest Available Rate!

My bill was $353.98...! I HAD A $112 CREDIT ON MY ACCOUNT...AND HAD TO GIVE AWAY Y HARD EARNED MONEY BECAUSE A LITTLE BOX WASN'T CHECKED! GAS SOUTH is purposefully making money when this happens.

I have been their customer since 2012. This pick your rate thing has never happened to me before. You would think the company would provide a one-time bill adjustment.

I PLAN TO CHANGE TO ANOTHER COMPANY ASAP! I DON'T LIKE BEING SWINDLED OUT OF MY HEAR EARNED MONEY!

On September 10, I was paying my Gas South bill to the amount of $76.27, which is way too high in my opinion, but that's not the purpose of my complaint. After trying to desperately log into my account for roughly an hour, it finally let me conduct my payment. The problem? It also forced me to pay for the next month. This amount added $71.14 to my overall payment - a sum not due until September 26 (over two weeks from now). I wasn't asked at any point whether I would agree to any of this, and when I called "customer support," the unhelpful woman on the other line told me that there would be no way to reverse this charge unless I took it up with my bank. After ten minutes on the phone with my bank, I was told we could only remove it if I were to report it as being of fraudulent nature. I do feel very much defrauded and wish there was an alternative service provider. So what do we do now, Gas South? Do I listen to my bank, or will you reimburse me - WITHOUT the $30.00 penalty?

I sold a home on 6/25, but had been out of the home since 5/21. My gas service had been with Infinite Energy. Prior to moving I left a forwarding address with Infinite Energy. I then scheduled a service disconnect for 6/24. Between the time I moved and the home closing, Infinite Energy transitioned to Gas South. The home was sold on a Friday. The following Monday, 6/28, I received a letter from Infinite Energy stating the final balance due to completely close the account. I paid it that day. I assumed the gas service was disconnected and all billable service had been paid. Weeks later I received a bill from Gas South. The bill was addressed to my previous home, but the online account had my new address. This bill included a previous balance and charges into July. I contacted customer service and explained I do not own the home. I was told disconnect would take a week and it was impossible I had scheduled a disconnect. Leaving me with a month of charges from the new owners.

Disconnection Fee I have used Gas south for the past year at the place I was renting. I was moving out of state on 10/30 and disconnected my services. I did this online, my request could not be processed until 11/03. On 11/10 I went online and paid 26.91$ that was listed as my final balance. Only to get an email today stating that I have a final bill of 74.59$ due by 12/08. I called and spoke to a supervisor who stated this is some kind of disconnection fee that Gas south bills out 10 days after disconnection. This is very misleading as this is not explained when disconnecting services online. I explained this to the supervisor who said their was nothing that can be done about this. She went further to say that disconnection should be done before the 20th of the month. How is a customer to know this information? Leases don't usually end by the 20th of the month. Their is no transparency and now I have to pay them around 100$ which is more money then I have ever owed on any of my Gas bills.

Gas South. LLC promoted a OnePrice Plan to lock in rates for 12 or 24 months in September . Gas South mailed letter to my address to select one of the plans to sign and return. I selected the OnePrice Plan to lock in price at $115/month for 24 months, signed and dated plan and mailed back to Gas South on 9/28, prior to deadline by 9/30. Gas South says they never received or processed letter. Now they've increased OnePrice Plan rate to $145/month, and increased price per therm as well. Given recent increases in natural gas prices this appears suspicious and likely a method Gas South used to dishonor earlier offers and claim renewal plans were never received or processed by mail, and therefore cancel program and offer at an increased rate. Gas South offers no proof, just "we never received your letter". Additionally, Gas South claimed to have website "issues" on-and-off for past few weeks and online access to change plan during that time was unavailable. Attached pic of offer and signed and dated at time of mailing.

I am not getting notifications about my account my email or phone as i am paperless and found i am being overcharged for the past year I am fed up with this company stealing money from their customer's and then insulting them with a $25-$50 credit after a year of paying almost triple their original rate. I received no letter, call or email about this and every year its the same thing, they raise their rate and don't say nothing to their customers then play dumb when you call them about it. Why would i intentional pay triple the rate for an entire year when i could of resigned a contract for 1 year for way less? i wanted a refund for the over payments that were made for the past year as it shows i stayed with them just like the contract would of done but at a rate that benefits them and not me as a customer. I will be writing a bad review all over social media and to my neighbors to switch to a different company unless they get their stuff together as ill be satisfied with them just losing one person let alone the hundreds im about to speak with in my HOA which I am a part of. .

Gas South merged with the company that was my gas provider. In the merger, I was claimed as a customer. I did not sign a contract with *** to be my provider. As a matter of fact i had scheduled with infinite energy for my service to be discontinued the last day they would be providing service. 1. I do not want them as a provider and should have never been switched over with the merger. 2. I have made request after request to have the account closed and they refuse to allow me to close the account. 3. They keep billing me these outrageous charges and keep upping the charges but not subtracting the payments from the balance. 4. They keep charging me on balances that i have already made payments to infinite energy and gas south. 5. They refuse to help me without verification of my social even though i never provided them nor should they have been given my information. 6. They billed me twice for the month of December and they keep sending me charges for months that have not been completed and given less than the required 30 day notice. Its a lot of supporting statements from my bank and gas south to upload at the moment but can provide at a later time.

There was a rate change even in time of crisis that tripled my bill. I was unaware of a contract or an expiration date. All other bills are paperless! My account number is : XXXXXXXXXX and went to my mailbox to check for my stimulus check since I've been out of work for 2 months. Enclosed was a bill that had been hiked up 3 times the normal bill ! I then called customer service and received the WORSE service in history. Especially with the current events that will make history the person on the phone should of been a robot. I asked to speak with a supervisor who was even worse and dismissive as well as combative! I had to tell her several times to calm down and she was only concerned with being heard. She offered me 1 month adjustment when I simply asked for the rate she was currently offering to be retroactive to when the prior contract expired. I explained gas is the least expensive bill I have and don't monitor the bill just pay for it with my BANKS online bill pay feature. This level of service is terrible especially with what's happening in the world. If i would have received an email or phone call like every other bill this situation could of been avoided. Everyone else has contacted myself and other customers regarding help with this Covid-19 i have yet to receive anything or how they are willing to help.

I paid my last *** payment to Gas South on February 23, 2022 of $100.00. I checked on March 10, 2022, and my account showed a zero balance. Then on March 20, 2022 approximately, I received a *** for $479. This billing was much to my surprise. I called Gas South and they informed me that the contract was no longer in effect for the flat rate of approximately $110 per month. I asked if I could renew the contract to continue the flat rate. The supervisor said that there was no roll over. Im not really sure what that means. They said it meant that I could not renew the contract. I could not understand why I could not renew the contract. It was never explained that I could be put on a payment plan, but no new contract. I have been a Gas South customer for five years. In that five years, I have missed a payment or two, but I always paid balances off in a timely manner. This is a learning experience for me; however, I do think that the drastic action that is being levied against me is extreme, especially since the times of me missing payments was due to the *** pandemic. I wasnt working full schedules, and my pay was less than before ***. I am trying to catch up on all of my bills. Companies seem to fail to realize that people are still hurting financially due to the *** pandemic.The desired resolution is to be returned to a flat rate payment plan without having to pay i$479 first because I dont have $479 to pay.

I think Gas South needs to refine and simplify its exit policy. Bills state when the contract expires. Mine said April 2022. That is too general. I contracted with another provider. I received a letter on Apri 4, 2022 stating I had been accepted. However, the contract begins on May 1.Gas South bills should specifically state the contract expires at the end of the month, here 30 April.Frankly, I think the *** should expire on April 1. Gas South rates are too high. I know conservative pundits write about free enterprise and a free market and how I am free to go with a cheaper entity.As I set my thermostat at 63 degrees, I did not think my bills would be as high as they were. Also, each *** has a *** Fee of $4.95, taxes, and what seems to be a AGL Pass Through Charge.While I seem to have erred, I want to move on. I just paid one small *** on April 3, 2022. I was told by a customer service representative I will receive another. Really, enough is enough. Please change the end date of the contract to the first of the month. I'm tired of being overcharged. I do not want to have to pay another ***. Since the gas companies go through AGL, I recommend they exchange knowledge about customers entries and exits. I made two calls to Gas South representatives and sent an email to ensure I was exiting correctly. Again, put a specific end date to the contract. Share information. When a customer signs a contract with a new ***, share that with the previous one. Finally, I think I have paid enough at inflated prices. I would appreciate it if the final *** was eliminated. I just paid an April ***, and I paid too much for six months.

On February 15, 2022 I spoke with a Gas South rep in an attempt to resolve an overcharge and miscalculation on my ***. The issue I tried to explain to the rep at least six or seven times was as follows: Gas South falsely advertised and overcharged me for gas services. In a letter dated January 1, 2022, it stated in large bold fonts, Your fixed rate plan expires this month.Since this is your last *** on this current plan, youll want to choose a new one by January 31, 2022. An email sent to me on January 10, 2022, stated the following, Just a friendly reminder that your plan will expire on January 31, 2022.My Gas South *** dated 02/08/22 shows a meter start reading on 01/06/22 and a meter end date of 02/03/22. I attempted several times to explain to the rep that the *** should have been prorated based on Gas Souths letter and email as follows: *** per therm from 01/06/22/31/22 and the variable rate of *** should be from 02/01/22/03/22.Her response was to try repeatedly to get me to commit to signing up for another twelve months. I told her she wasn't addressing the problem and I asked her to have someone call me that had authority to correct this situation. The rep told me someone would contact me by phone within 24 hours. Four days have passed and I haven't heard from anyone.I would like your assistance in correcting this miscalculation on my ***, crediting my account, and changing their policies so that customers are heard and not railroaded into committing to renew their services with Gas South. I have attached supporting evidence. I am a senior on a fixed income and I would like this matter resolved as soon as possible. Thank you, in advance for your assistance.

Gas South is overcharging our account with overdraft fees. Account number: XXXXXXXXXX Most recently on October XX XXXX we paid our gas bill for $48.54. Once payment went through and after checking our account it stated we owed $0.00 and all bills were processed and up to date. Today 10/25 I received a letter in the mail from gas south stating that due to insufficient funds they could not process our payment they received back in AUGUST 18 for $51.73. Now adding $30 to our balance. They want us to immediately pay this $113.59 to avoid shut off. The letter was dated 10/21. This letter was regarding a payment made in AUGUST , it is OCTOBER! Why has it been 2 months and we are just now hearing of this supposed issue.. I did not receive any emails regarding that this payment couldn't not be processed in august or September. I received only emails stating that they received our payments. I did not receive any phone calls regarding this payment that "could not be processed". Our account did not reflect that this August payment is past due until now October. My questions for gas south: If this is true, Why did gas south not call me immediately after this payment did not go through in august? This could have avoided the charges. Why did it not reflect on our gas south account in September? How is it that gas south can process payments for September and October but august is just now being "processed".? We feel as we are being exploited by gas south for more money. This is not the first time this has happened. This comes off as scamming and fraudulent of the company. If payments can not be processed they need to have better customer service and help customers resolves the issue immediately.

Wrongful debt claim - alleged contract early cancel fee. Even their own call recording clearly shows i did NOT renew contract. Beware! Wrongful debt claim - alleged contract early cancel fee. This is regarding an alleged contract early termination fee from 2018, which I disputed several times but Gas South still refuses to resolve. History: Prior to expiry of an existing 6 month contract, I had called Gas South to inquire about renewal therm rates/deals to see if they were competitive at the time, but while gathering info with their representative our call disconnected abruptly. I had outstanding questions still but did not get a chance to call them back, and they did not bother to call me back either. Regardless, I went ahead and signed up for a new contract with their competitor about a week later who offered better rates, with start date of new contract set for AFTER when current Gas South contract expired. A few weeks later, Gas South sent me a bill for an early cancellation fee, which is when I learned that they renewed my contract anyway based on that abruptly ended call (when I was only inquiring about their deals). I disputed this repeatedly, and their own call recording on file clearly showed that i had NOT signed up for a renewal on that call. I even requested that a Gas South call rep manager listen to that call recording, to prove my point, but to no avail. Gas South then sent this wrongful debt to Collections. This has tarnished my otherwise great credit score/history and I am now unable to get good rates on a new home mortgage because of this wrongful action by Gas South.Just recently, I tried disputing this bad debt record with Equifax directly, but they tell me that Gas South is refusing to resolve this still. I am now contemplating pursuing this in court. All customers beware! This company has been most unfair to me and not willing to resolve any errors on their part.

Received a batch of invoices and two are past due, added to current charges. Had been out of town for months. My bill is never that high for a small one-bedroom apartment. Called the gas company and they mentioned a mailed notice about a rate change for non-renewal. These mailings aren't certified. I called and they initially offered $50 off the bill, but I argued for a clear notification method like email or text, as most correspondence is virtual now. The manager condescendingly suggested I failed to read the notice. I pointed out that most people scan bills for the amount due; a small, inconspicuous warning doesn't suffice. The company seems to hike rates opportunistically. We're billed for service fees, taxes, and AGI from a parent company. It feels like exploitation. Families struggle to afford essential services, yet we're overcharged for something the company doesn't even own. Questioning the legality of such practices, I explained my absence from town and minimal usage, proposing a $100 discount to settle the rate change issue. The manager's patronizing response was frustrating. I sought to escalate the matter, but was told I'd receive a callback in three days without email confirmation.

The Gas South campanyhicked my rate by 500% . I am new to Georgia and never had a gas bill in my life. I began services on October ; however I did not move until late November . During that time frame my rate was .27 cents per therm. The following bill went up to $1.37 a therm (a 500%) increase. I had no idea why and I called in to find out why I was being charged $811 for 1 month gas bill. I was told that I was on a variable rate and they would give me a $50 credit and placed on a fixed rate of 49 cents per therm. I called back today as this increase in rate is abusive. I asked if we could work an agreement, if I could pay the bill with my fixed rate, and instead the manager Keisha said that there was nothing else to do in regards to the. I'll and I would have to pay it. She said that she was giving me an option to push the due date by 21 days and I was declining all of the options she was providing. This manager did not let me even finish one sentence. She was dismissive, unhelpful, and when asked if she had a manager she said no. When I mentioned that I would turn to social media she said she would escalate my concern to another manager. She said the company was gracious to have given me .27 cents per therm as an introductory rate for 2 months and that the company's job is to simply read a meter. It seems a company also sets its rates and can help customers when they wish to. I am not asking to have the bill waived, I am asking for the bill rate to be brought to the fixed rate of 49 cents not the introductory rate of .27 cernts per therm. I am asking for empathy and compassion *** an American family who now lives off of one paycheck due to the pandemic. I became the only bread winner of my wife, my 2 year old son, and a daughter to due be born March this year. The rate hike by this company forced me to choose to either put food on the table or pay this bill. I ask your help as I am sure that there has to be a reasonable kind hearted individual in that company that could help me out. Thanks in advance.

Gas South wrongly charged me for 6 days of gas services when I was no longer a legal resident of a rental house and had filed for services to end. I have been a customer of Gas South for two years now at my rental house in Martinez, Georgia. My account number is XXXXXXXXXX. Upon the end of my lease this year, I filed to end services through their online application on Monday, June 29th at 12:21 pm as my lease would officially end on June 30th. The end service date I selected was July 1st as the system told me that June 30th was not available. I heard nothing back from Gas South, so I communicated with them via their online chat option on July 2nd to ensure that my gas services had indeed been shut off. I am then told by one of their representatives, Mary, that my request was only processed that day (July 2nd) and that my shut off date would be on July 6th. I tell her that the date can't be right because I have already moved out as my lease had ended and that a new family was moving in on the 6th of July . I am told that there was nothing they could do because they relied on Atlanta Gas Light for availability and that Atlanta Gas Light didn't have any cease dates until the 6th. Also, online requests take up to 24-48 hours to process. I asked why was no notification given that there would be limited dates for ending service and why no notice was given that requests would be delayed over the holidays, and informed her that no notice was given that online stop requests would take up to 24-48 hours to process. I also asked why it took 4 days (counting the 30th), to even read my service cessation request. No good answers. I requested that they at least not bill me after the 1st of July. She says she can't do that; I will have to wait until the bill is posted and then contest it. I confirm with a Vera on July 7th to ensure that they did at least stop gas services on the 6th. They did, but I am not aware of what time, so I am potentially paying for another customer's gas services. I file a customer service complaint on July 9th. I get representative ***. *** was the most hateful customer service representative that I have ever encountered. She was hateful and flat out dishonest with me. *** insists that it is my fault that the service request wasn't received until the 2nd, as I should have called for immediate assistance instead of doing it online. I informed her that nowhere on their website did it state this. She continues to have an attitude with me and states that since I had moved out that no one would be using gas services from the 1st to the 6th. I inform her that not only was a new family moving in the 6th but that the pilot light was still running when I ended my lease as was the hot water heater. No response to my pointing out her lie. Only wanting to argue that it can take 3 days to process stop requests. I question this as the other representative had said 2 days. More attitude.

So far ...Terrible ! I paid my bill on 06/19, upon looking at the charges on my account. I looked into seasonal disconnection thinking I can save money. Because the actual gas bill is maybe $20 however all the fees associate with Gas South has it maybe $60 -$70 on average monthly. So premature I submitted a request to have the service disconnected via submission of email. The next morning I called and spoke to a rep who clearly just wanted to hear herself talk because she answer every question except the one I asked. I hung up on her and called back and spoke to a different rep. I advised her I submitted a request for a seasonal disconnect because I'm currently not using gas right now .But before that actually process through the system I needed to get more information. She explained the fees associated with seasonal disconnect and she also advised that my hot water heater ran through gas. After she said that I told her to cancel the request because I didn't know my hot water heater ran on the gas line I thought it was just the heat. She told me she cancelled the request I said thank you and went on about my day. The night after getting off at 12:00 a.m. I come home get my kids ready for bed and take a shower and THERE'S NO HOT WATER! I think back to my request to disconnect the service but I also remember the rep telling me she canceled the request. I have 3 kids and myself in a house with no hot water trying to boil water on the stove to take a bath. I get out the next morning call Gas south the rep get on the phone tells me the gas is off , that i submitted the request to have the services turn off, and there is no record of me calling to cancel the request. At this point i'm upset so I ask to speak to a supervisor. A supervisor then gets on the line with a thousand apologizes and says the request came in after I spoke to the rep but she could have some one out the NEXT DAY to turn on services. Now im really mad because due to an error or mistake on your part I have to wait another day for hot water when YOUR REP advised me that she cancelled the request. Then she tells me she would waive all the fees associated with the disconnect but I had to start a new account then wanted to charge me 2 extra cent foe gas. Its 8 a.m. in the morning I was literally up until 4 am trying to warm water for me and my kids i just hung up. So today they person comes out to turn on the gas the tech is rude , walks all over my house with no shoe covers on at 10:41 a.m. with an attitude which I called and complained about as well. I got another thousand apologizes and an excuse for his behavior but at this point the hot water is working and i'm over Gas South at this point , As I arrive home I get and email from Gas South and it's a freaking bill for $31.28 now I'm furious. I don't care how this gets fixed but it better get rectified immediately. I;m not paying a freaking bill when I just paid a bill and had $7 credit on my account to receive another bill 5 days later for $31.28. This is beyond ridiculous