Terrible App
Every time I open the App and check to see how much I owe, it’s tells me I don’t owe anything. Just received some mail stating that my bill is past due. This app is useless.
Cut my gas when on auto pay!
Dear Georgia Natural Gas,
I’ve been a customer for over 14 years, so apparently loyalty means absolutely nothing when your billing system decides to go rogue.
Three months ago, I enrolled in auto draft. I did exactly what a customer is supposed to do: I signed up for automatic payments and trusted that my gas company would, you know, automatically draft my payment.
Then I received a bill saying I hadn’t paid.
I tried to pay through the app, but because I was enrolled in auto draft, the app wouldn’t let me make a manual payment. So I assumed, reasonably, that the auto draft would take care of it.
Another month goes by.
Same thing.
Still enrolled in auto draft.
Then, while I was traveling extensively and unable to sit down at my personal computer, Georgia Natural Gas decided the appropriate response was to CUT OFF MY GAS ON A FRIDAY.
Because nothing says “customer service” quite like leaving someone without gas heading into the weekend because your own payment system apparently forgot what automatic payment means.
I called. I spent roughly two hours navigating hold times, managers, and escalations.
Eventually I reached Ian, a manager.
Instead of saying something like:
“I’m so sorry this happened. I completely understand how frustrating this must be. Let me escalate this and see what we can do.”
I got:
“I have an appointment on Monday, and you can call back at 8 a.m. to get more information.”
Ah, yes. The classic customer-service strategy: make the customer do the escalating.
So I called back at 8 a.m.
I spoke with another manager. Initially, he didn’t even use the word “escalate,” but after hearing my frustration, his vocabulary miraculously evolved. He told me he would call me back within an hour with an update.
Eventually, we got an appointment that day.
Problem solved?
Of course not.
Four days later, I received a letter that had been postmarked before the date Georgia Natural Gas shut off my gas, stating that I was STILL enrolled in auto draft.
Let that sink in.
Your company shut off my gas because you said I wasn’t paying.
Then you sent me documentation showing that I was enrolled in the very payment program that was supposed to prevent this from happening.
And then, because apparently the story needed another plot twist, I received another letter saying I had been charged a $50 deposit because I was supposedly so late on my payment.
Again: I WAS ON AUTO DRAFT.
And, as I was told, Georgia Natural Gas had changed its FIS system, while its website essentially reassured customers:
“Enjoy the new look. Don’t worry, your payments will still go through.”
Well…
They didn’t.
And somehow, instead of Georgia Natural Gas owning the system failure, the customer ended up without gas, spending hours on the phone, rearranging their schedule, and getting charged a $50 deposit.
So I called again.
Another hour on hold.
And who do I get?
Ian. Again.
He transferred me to another manager, who told me they would waive the $50 deposit “as a courtesy.”
I had to correct him.
This was not a courtesy.
A courtesy is giving a customer something they weren’t entitled to.
I was entitled to have my properly established auto draft work.
I did my part.
Georgia Natural Gas didn’t.
And after I pointed that out, he changed his wording and said they would waive the fee.
Thank you for waiving a fee that should never have existed in the first place.
By the time this was over, I had spent nearly four hours of my life dealing with a problem I did not create, taking time away from my work and my personal life, because Georgia Natural Gas apparently couldn’t successfully execute an automatic payment that I had already authorized.
I’ve been a Georgia Natural Gas customer for 14 years.
Fourteen years of loyalty.
And this is how you treat customers when your system fails?
No real apology.
No ownership.
No proactive outreach.
No immediate escalation.
Just hours on hold, managers changing their wording from “courtesy” to “waive,” and a customer being expected to clean up the mess created by the utility company.
Georgia Natural Gas, you didn’t just have a billing hiccup.
You turned your system failure into my emergency.
And after 14 years as a customer, I’m now seriously asking myself:
Why am I staying?
Because apparently, with Georgia Natural Gas, “auto draft” means:
Automatically draft the customer into hours of customer service calls.
I’ve been a customer for over 14 years, so apparently loyalty means absolutely nothing when your billing system decides to go rogue.
Three months ago, I enrolled in auto draft. I did exactly what a customer is supposed to do: I signed up for automatic payments and trusted that my gas company would, you know, automatically draft my payment.
Then I received a bill saying I hadn’t paid.
I tried to pay through the app, but because I was enrolled in auto draft, the app wouldn’t let me make a manual payment. So I assumed, reasonably, that the auto draft would take care of it.
Another month goes by.
Same thing.
Still enrolled in auto draft.
Then, while I was traveling extensively and unable to sit down at my personal computer, Georgia Natural Gas decided the appropriate response was to CUT OFF MY GAS ON A FRIDAY.
Because nothing says “customer service” quite like leaving someone without gas heading into the weekend because your own payment system apparently forgot what automatic payment means.
I called. I spent roughly two hours navigating hold times, managers, and escalations.
Eventually I reached Ian, a manager.
Instead of saying something like:
“I’m so sorry this happened. I completely understand how frustrating this must be. Let me escalate this and see what we can do.”
I got:
“I have an appointment on Monday, and you can call back at 8 a.m. to get more information.”
Ah, yes. The classic customer-service strategy: make the customer do the escalating.
So I called back at 8 a.m.
I spoke with another manager. Initially, he didn’t even use the word “escalate,” but after hearing my frustration, his vocabulary miraculously evolved. He told me he would call me back within an hour with an update.
Eventually, we got an appointment that day.
Problem solved?
Of course not.
Four days later, I received a letter that had been postmarked before the date Georgia Natural Gas shut off my gas, stating that I was STILL enrolled in auto draft.
Let that sink in.
Your company shut off my gas because you said I wasn’t paying.
Then you sent me documentation showing that I was enrolled in the very payment program that was supposed to prevent this from happening.
And then, because apparently the story needed another plot twist, I received another letter saying I had been charged a $50 deposit because I was supposedly so late on my payment.
Again: I WAS ON AUTO DRAFT.
And, as I was told, Georgia Natural Gas had changed its FIS system, while its website essentially reassured customers:
“Enjoy the new look. Don’t worry, your payments will still go through.”
Well…
They didn’t.
And somehow, instead of Georgia Natural Gas owning the system failure, the customer ended up without gas, spending hours on the phone, rearranging their schedule, and getting charged a $50 deposit.
So I called again.
Another hour on hold.
And who do I get?
Ian. Again.
He transferred me to another manager, who told me they would waive the $50 deposit “as a courtesy.”
I had to correct him.
This was not a courtesy.
A courtesy is giving a customer something they weren’t entitled to.
I was entitled to have my properly established auto draft work.
I did my part.
Georgia Natural Gas didn’t.
And after I pointed that out, he changed his wording and said they would waive the fee.
Thank you for waiving a fee that should never have existed in the first place.
By the time this was over, I had spent nearly four hours of my life dealing with a problem I did not create, taking time away from my work and my personal life, because Georgia Natural Gas apparently couldn’t successfully execute an automatic payment that I had already authorized.
I’ve been a Georgia Natural Gas customer for 14 years.
Fourteen years of loyalty.
And this is how you treat customers when your system fails?
No real apology.
No ownership.
No proactive outreach.
No immediate escalation.
Just hours on hold, managers changing their wording from “courtesy” to “waive,” and a customer being expected to clean up the mess created by the utility company.
Georgia Natural Gas, you didn’t just have a billing hiccup.
You turned your system failure into my emergency.
And after 14 years as a customer, I’m now seriously asking myself:
Why am I staying?
Because apparently, with Georgia Natural Gas, “auto draft” means:
Automatically draft the customer into hours of customer service calls.
Show more
App is horrible
Trying to change the credit card used for automatic payments. I googled instructions but they don’t line up with the app. Is that music and that intro scene really necessary????
App lacks basic features
A utilities app that’ll doesn’t show usage.
App bypasses silent.
The app plays sounds even with phone in silent. How important do they think they are?
