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.
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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?
POOR APP DO NOT USE!!!!!!!!!!!!
GNG claims to own this app yet there is absolutely NO ONE who is trained to help with tech support or issues that arise. They have unprofessional representatives who read from a script and could care less about assisting you. You’re better off paying on the website because they know NOTHING about the app and have stated they cannot help.
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This app is useless
If I can’t pay a bill on the app what is t good for?
Statements Not Available
GNG might be one of the largest gas providers, but their app feels like an afterthought. It does the bare minimum, showing a billed amount and nothing else. No detailed statements, no usage insights, no transparency. It’s essentially a payment collection tool dressed up as an app, which is impressive considering even basic apps figured this out years ago.
And the startup sound? A truly inspired touch. Nothing says “great user experience” like interrupting whatever you’re listening to for no reason at all. It’s the kind of feature nobody asked for and everyone notices.
For a company of this size, this level of functionality and user experience is disappointing. Customers deserve at least an app that shows basic account and statement information and respects how people use their devices, not something that feels outdated and oddly proud of it.
And the startup sound? A truly inspired touch. Nothing says “great user experience” like interrupting whatever you’re listening to for no reason at all. It’s the kind of feature nobody asked for and everyone notices.
For a company of this size, this level of functionality and user experience is disappointing. Customers deserve at least an app that shows basic account and statement information and respects how people use their devices, not something that feels outdated and oddly proud of it.
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Trash
Shows me nothing about my bill.
Payment confusion
I made a payment and when checked the balance it came out as updated, no amount showing. Days later I checked again and a balance was still pending. I thought that it was taken care of but apparently it wasn’t.
A chimpanzee could have made a better app
This app is pointless and has no redeeming value. You can pay your bill but that it is it. There is no ability to see your current therm usage or your bill at all.
Can’t pay bill
App has not worked in 2 months. Can’t pay bill. They sent out an email saying they updated the app and it still doesn’t work. After a late fee was added I called them and they told me to pay on their website, but same thing happened. Paid it, but money never came out of my account and then I get an email threatening disconnect.
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Not very useful
Doesn't save payment info unless you opt in for auto pay. Doesn't provide usage or other details about account.
Hmm
App goes black once I make a payment
BE AWARE THIS IS NOT GEORGIA NATURAL GAS!!!
Do not use this app I have been paying through this app for several months and from my understanding the company doesn’t get the money because this is a 3rd party app this app . It will take the money off but it will not show it’s GNG now I have an outstanding balance of 400 dollars DO NOT USE THIS APP ITS A SCAM!!!
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No option to view bill
There’s no option to just view my bill. I can see the charge but I can’t see the actual bill. It’s really annoying
Arrangements
The app needs more improvement. It’s basic like the other one. You can’t even do a payment arrangement on there. Most updated companies have that option on their app.
Auto pay doesnt work
Auto pay doesnt work even tho info is submited
Needs Improvement
The app is fairly easy to maneuver. I enrolled in autopay and days after last months payment was due, the bill still has not drafted out of my account even after changing the card I was using. So I had to pay online which was fine until they asked me for the account number-which didn’t match what was shown on the app so I had to sign in manually and then reinster my payment information until the payment was finally drafted. I hope I don’t have to do this every month.
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Where is the pay now tab
To not even have a tab to pay your bill is ridiculous! What’s the point in having an app. Do better Georgia Natural Gas