Atmos Energy

Revdex.com:
At this time, my complaint, ID 10212679 regarding Atmos Energy has been resolved.
Sincerely,
[redacted]

We waived the initial security deposit and the connection fee; also, agent was coached due to the error. No further action on this request.

Review: I had Atmos for my gas service at my former residence. I sold the home on 8/5/14. On 8/6/14, I put in the request online to cancel the gas service, and received a response that the final meter reading would take place on 8/11/14. The meter was read on 8/9/14, as it was typically read on the 9th of each month and I received my final bill for $16.29, which included the monthly service charge and usage charge. However, I later received an additional bill for $13.96 which I was told is the monthly service charge for the period starting 8/9/14, through 8/11/14. I was told that this charge would not be prorated, and despite the fact that I requested the service be cancelled on 8/6/14, they still would charge me for the next month's service, even though I no longer even owned the house, because they didn't plan to cancel my service until 8/11/14. Since the meter was being read on the 9th, I'm not sure why they had to send someone back on the 11th anyway. I called Atmos and spoke to a manager who said the service charge would be removed, but it has not. I submitted a complaint on their online complaint page and have gotten no response. I will not be paying the $13.96 as it is clearly services that were not rendered.Desired Settlement: I will not being paying the $13.96 that Atmos says I owe, and would like it removed from my account.

Consumer

Response:

At this time, my complaint, ID 10212679 regarding Atmos Energy has been resolved.

Sincerely,

Staff is not honoring payment as promised!My husband and I are almost done with our lease so we decided to pay up our accounts on all bills, well we must have miscalculated Atmos because we got a call on March 25th from a technician saying he was coming to cut us off unless we made a payment of $278.53 before midnight and we immediately made that payment online only to find out the next night we were still disconnected and were told we owed a reconnect fee of $105.00 before all of this the temp dropped to 30 degrees and we along with a baby had to sleep in our car for warmth. I called the next morning and we paid the $105.00 because we need hot water and heat especially to take care of a baby in 30 degree weather but to no avail we were rudely told there's nothing we can do until Monday and it's currently 8am on Friday. They expect us to rough it with a baby until Monday. I have called and spoke to four agents one of whom took my report and to one manager [redacted] that ended up getting conveniently "disconnected" when I asked why were our services terminated after we paid. So because I am trying to get over a severe sinus infection and take care of the baby we have to spend more money and attempt to find a hotel for the weekend this is ridiculous!!!Desired SettlementHonor your technicians word and be mindful of small babies.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@atmosenergy.comComsumer made partial payment of balance owed on 8/19/14. Termination notice sent January 2015 because consumer had made no more payments since August 2014. February 2015 payment made in the amount of $168.90, which represented the past due amount from Sept, Oct, Nov,and Dec 2014, but not the total amount owed through Feb 2015. This payment did prevent the account from being disconnected in Feb 2015. Two disconnect work orders had previously been systematically created in January, but both were manually canceled due to extreme cold. March 6, 2015, another termination notice sent, 3 months (Jan - March 2015) unpaid. Gas disconnected 3/25/15 for non payment amount $278.83. Customer paid full amount later that day. New deposit ($70) and reconnect fee ($35)accessed to account. Customer paid these 3/27/15. Reconnect order scheduled 3/31/15, but not booked properly in system, temporarily lost order, but upon notification from customer that no tech showed up in morning hours as scheduled, order rebooked and tech reconnected service same day, 3/31/15. Since that time the reconnect fee ($35) has been credited back to the customer account as a courtesy/good will gesture for mishandling the reconnect order. The $70 deposit is routine for rental property following a disconnect for nonpayment, and justified on this account due to poor payment history. The $278.83 was usage. Atmos Energy regrets the inconvenience of not getting the service reconnected before noon on 3/31/15 as originally scheduled. However, the entire situation could have been avoided if the customer would have paid their monthly gas bill on time.

Review: My gas was turned off to my home after not receiving a notification that this was even going to happen. I called Atmos to pay my bill in efforts to have it reconnected. During this call I was told I would have to pay my past due amount of $100, a reconnection fee of $50, AND a security deposit of $150!! I immediately was appalled at the fact that I had to pay a security deposit to have my services turned back on. I asked to speak to a supervisor, after questioning the representative I was speaking to and only getting the explanation that this was the standard fee and could not explain to me as to why another security deposit was required at this point, and was put on hold for several minutes. Once the representative came back on the line she informed me that a supervisor was unenviable to speak to me because of the situation. She said that a supervisor could not do anymore than she was doing. I than spoke to her for a few minutes and tried working out a payment plan and a few other options and only received the same generic answer that this was he standard fee and there was nothing more she can do for me. I than asked to speak to another representative and she informed me she was disconnecting the call and hung up on me. I do not understand how if a customer is having problems paying their bill, they would find it necessary or even morally responsible to charge someone double what they owe to have the services reconnected. At one point she even told me this was my issue, which yes it is, but considering they are the only gas company ANYONE in this area can use, it really is everyone's issue because we are forced to abide by and pay their insane fees. I had a friend who was treated the same way a few weeks ago, it was one of the coldest weeks we had and she informed them that she has two young children and even after paying the high fees she still had to wait three days for them to come out.I am aware that if you do not pay your bill, your services will be disconnected, but the fees are insane!Desired Settlement: I would like to know that their process is changed to support their customers needs and not just theirs and fees are lowered so customers, whom as I said are forced to use their services, who might be having financial troubles can actually afford to keep their services.

Review: I have Automatic Draft (along with Budget billing) for Atmos Entergy. On 02/23/16 they drafted my checking account for $934.61. I was wondering why I didn't have the money in my account to pay my regular bills. I received a statement 03/22/16 (Tuesday), saying I didn't owe any money this month. Since I lived in the house, that did not make any sense. I reviewed what I had paid them last and discovered they had drafted my account $934.61. I called them 03/23/16 (Wednesday), explained the situation and was informed they would call me back. I had requested they refund my money to the checking account that they had drafted from rather than send me a check. Waited, no phone call. I again called them on 03/24/16 (Thursday). They said they would check into expediting the refund and they promised THIS time they would call be back. Again, I waited. No phone call. I called them again, the same day (Thursday)- now they say that the people they had to check with had probably left for the day and being the next day was a holiday they would make sure they would call me 03/28/16, Monday morning. No call. On 03/29/16 (Tuesday), I again called. I was informed that the refund had been requested and it would take another 5 to 7 business days (this time they said the delay was up to my bank) to reverse the charges. At this point, they have had my money (almost a thousand dollars) for five (5) weeks and they are telling me it will be another week. Not once have I received a phone call from them - they have only responded to my calls. Not paying other bills may very well affect my credit rating.Desired Settlement: I would like a copy of my detailed billing for the last three (3) months along with my refund (plus interest),

Consumer

Response:

At this time, my complaint, ID 11297907 regarding Atmos Energy has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,