Atmos Energy Customer Service Complaints - page 3

The worst customer service I have ever received. Being without heat and hot water took 4 days to get an appointment, then once I took off work the technician never showed or called. After several inept customer service reps, I was eventually told that my appointment had been bumped, with no notification to me at all. Avoid this company if at all possible.

We have had multiple issues with this company’s customer service. Last month they came to our house without notice and dug a bunch of holes in our front yard, which were left open for a few days, they didn’t leave a note or knock on the door telling us what they were doing; we have a babysitter at our house, so someone is always home. We called customer service and they couldnt tell us anything. When they were done they left the gas off and I couldn’t cook dinner for my family that night. When we called they said they would be here at 6pm but didn’t arrive till almost 9pm. When we called customer service they said they would replace our grass in our front yard as well, as of today has not happen. Also yesterday I called customer service about our updating our email so we could get into our online account, the lady acted annoyed and I still can’t get into our account.
Overall we have had a very disappointing experience with the customer service of this company. At least our gas works huh?

Been with atmos for 4 years now and as of lately my bill have been double or triple than what we paid the year before. Called about it we werr kicked out of our plan without our knowledge and then they make it seem like a courtesy to fix the problem. Now our bill this month was partly right but underneath that you'll see they charged us at a higher kilowatt than our plan.....hwy robbers

I was an Atmos customer for more than 25 years. Then I had a heart attack. After 25 years of on-time payment, they cut off my gas on Friday, August 15 -- although the bill had been paid online on Thursday, August 14. But since my husband, who called and made the payment via phone, wasn't "on the account" (despite the fact that I added him three times in the 17 years we've been married), the company refused to cancel the shut-off, or turn it back on until I got out of the hospital and called personally. I called this morning, and the gas might be back on Monday -- leaving us with no way to cook, and no hot water for the weekend.
The amount of the past-due bill? $28.16. The number of days it was past due? 14.
If you are not an Atmos Customer, make up your own mind about becoming one after reading comments on this and other sites where current customers rate this monopolistic anachronism that has forgotten that Texas has de-regulated utilities and customers now have choices.

I got my bill today it was higher than normal I call about it. And was told my last month bill was estmatied and they had under estmatied my bill and that was the reason why my bill was higher than normal. Why estmate why cannt you read it right

Horrible Company.. I moved into a new house in October, never having gas before. First six months were great and then. One afternoon in April I had a supervisor show up at my house. He informed me that the meter reader's were unable to read my meter and asked if he could access my back yard to turn it. I agreed..He was very nice said that should be fine and left. A month later he returned and said his reader was still having problems. He looked over my fence and said he could see it fine. He read the meter and then told me that his meter reader had been GUESSING on my usage since the beginning of service and my bill would be larger then usual this month. A week later I get a bill for 650.00 dollars. Ouch... I called Atmos to see if there was anything they could do at first they said they could spilt it in half over two months. After Many phone calls and speaking to a couple supervisor's. I got it broken up into six payments, 243.00 first month and 79.00 added to my monthly bill for the next five months. Then they inform me that if I'm one day late on future payments, my service will be disconnected and I'll void our payment arrangement.Mind you my past bills that they sent me were always paid on time. This really puts me in a bad position. I now have to pay my heating cost over the same time frame as my cooling. Never in my life have I needed to make payment arrangements on my utility's. They treat me like it's my fault I'm behind. Wake up atmos your LAZY meter reader could have knocked on my door and tuned my meter himself or just read it from there. He knew he couldn't read it for six month's, so he guessed.. He should be fired and I should of be given better customer service. Money hungry companies like this is what's wrong with America.

Terrible, Terrible, Terrible---Very difficult to deal with ,they have a monopoly and just charge without explanation, ,starting with answering by customer service they take so long, . In my case they disconnected my house gas connection 4 days after I make the payment without a single notification and I have also paid plumber to find out why Water Heater and AC is not working and Plumber found that gas supply was disconnected. Instead of feeling wrong on their part Atmos energy wants me to pay for the re-installation. Very Very Sadly I have been on phone waiting for them to answer so I can pay bill and request for reconnection and it has been 30 mins I have been listening to the music and no one is taking the call.Their Monopoly needs to get.!!!

I had a scheduled appt for Atmos Energy to come to my home to turn on my gas between the hours of 12 - 4pm. Mind you I had to take a day off from my new job. I was in my living room mopping when I saw the Atmos truck pull up. I waited for the tech to knock on my door. He sat in his truck for about 15 minutes on his computer and then drove off. I was confused why he left, I thought maybe he needed a part or something, so I called Atmos Energy to see if there was problem. I was told that I missed an appt and the tech tried to call me. For one he never got out of his truck OR even called me! I asked to speak with a supervisor and was told the supervisor could do nothing for me and was hung up on. I called back again very politely even though my blood was boiling and I was told again I was unable to talk to a supervisor. I have never called anywhere where I was unable to speak to a supervisor. I honestly feel helpless! I now have to take another day off to turn on my gas, which probably wont be until next week, so my son and I will be without heat, hot water or a stove untill then. If I could switch from Atmos Energy I would!

Atmos Energy customer service is an absolute joke. My bill has increased 10 fold in 6 years without explanation. I only have gas heat and one gas water heater. $150/month. I don't want to waste time writing because anyone who has dealt with Atmos knows that they are the only game in town and act like it.

Cut me off after not sending a bill for 3 months even though the cycle is 2 months. Tried to pay and they said my account number is invalid even though I was reading off of the bill. They say it was a system error as they had changed computer systems 4 months ago. Still won't have gas for 3 days. Thanks Atmos!!

Ricky Phinney




I, Ricky Phinney am being billed $14.13 at the address above, ..........I have just taken possession of this house, and there is no gas meter on this location, as of February 11, 2014. Your service man from Big Spring, Texas told me to replace the gas line from Atmos Energy line to the house.........Due to sickness, surgery and bad weather, the gas line has not been replaced yet.........Hence, no meter has been connected........Please respond to this email..........Sincerely, Ricky Phinney

Between Atmos and Comcast and I am not certain which customer servcie is the worst. Atmos is them most unflexible, uncustomer friendly monoply company I have to deal with. Cities should allow paying customers the option who they want their utlity customer to be....Atmos is horrible!

If you don't have a name you don't need to call. They keep out callers who have business with someone. Case


The verification is discriminatory as I have poor vision.

New customer and so far NOT impressed. Local office is an empty room with a table & couple of chairs, no humans. Got first bill that looks like it should be about $5 for usage but instead is over $18 with NO EXPLANATION of costs. Call them and they say it is customer charge and tariffs but cannot tell me how much for what. They say someone will call me back with the info. It is immoral to bill customers without itemising what the charges are for and expecting them to blindly pay whatever is charged. They probably don't list all their fees knowing they are bogus and hoping people won't wise up and ask.

My morning started out with someone from Atmos knocking on my door at 8 am telling me that my gas would be off for 20 mins. I said ok. Around 10, I realize the gas men have gone so I go to check my stove. Surprise Surprise no gas. Check the water, no hot water. Called customer service, I was told someone would be out to my home to turn the gas back on between 8-11. 12 rolls around I call again. I was told "Someone will be to your home by 4 at the latest." At six o'clock I called again, this time I spoke to a manager, who had no idea why my gas was even turned off in the first place, I was also told by this same manager that they talked to dispatch and that someone is headed to my house now. It is now 7 and still nothing....almost 24 hours without gas. I DIDN'T EVEN HAVE A WARNING ABOUT THIS, THEY SHOWED UP AT MY HOUSE UNANNOUNCED AT 8 am AND STILL NO GAS!! If I could switch, I definitely would!!!! Horrible Horrible Service!!!

No point in listing previously mentioned deficiencies of Atmos Energy customer service. It is good to be a monopoly. If they handled customers this way and had any competition for service we would only be discussing what led to their demise.

Atmos has absolutely no consideration for their customers nor do they use common sense in their policies. In my area they are currently changing out meters to the wireless ones. When they change the meters, they leave the service off if no one is home at the time. Mine was turned off at 3 PM on a Friday. They don't have the consideration to notify you ahead of time or to try to schedule an appointment to change the meter when you are home.
This is extremely poor planning and customer service. At the very least they should notify the customers that the meter change is occurring and that the gas will be off until you call them and arrange to have them come turn it on. BAD ATMOS.

Absolutely the worst on line experience there is. They ask for a ten digit account number and it is actually 19 digits long. You register for an on line account but they never send it to your email and then you stuck and cant do anything at all because you haven't confirmed your registration. Then you call and they make YOU WAIT FOREVER. Then on top of that ...on another account my username and password which hasn't changed in ten years says invalid until your so frustrated you just want to scream.

Atmos energy customer service sucks. There is not a rating low enough to grade this company. I was on hold for over an hour, got cut off and had to restart again. All I wanted to know is why the account that I have been using for years is not a good account any longer. Says it is not reconized. Then the horrible music and ads they play on the hold will fry your brain. Never did get to talk to anyone. If the company was any kind at all, they would not have so many people calling customer service, or is it just one little old lady in India who answers the customer service phone. It is my hope that one day in my life time any other company will buy Atmos in my area and kick them out of Tennessee. I was not surprised to find that Atmos Engery has a terrible rating on customer service. The company SUCKS

Ok, the website is under maintenance, I get that. But couldn't they put more staff on for the number of calls that are going to come in? and couldn't someone put a notice on their website telling customers how long the website is going to be down and when it will come up? I've been trying to pay by phone but the automated system (don't you just love autmated systems? Either that or India, not sure which of the two is better)and first, the system doesnt recognize my business phone number, then it tells me to enter my 10 DIGIT ACCOUNT NUMBER! Well, first my acount number is 19 digits and there is no patern in the 19 digits that come to 10, and my CUSTOMER NUMBER is only 9 DIGITS. None of these work folks. Every month, I'm charged a customer charge for the privelage of being their customer. I'm charged two rider fees (dont know what those are but I'm sure its pure profit for the greedy stockholders and CEO. Then a Field read of meter fee to pay their employees to come to my business to charge me? And what is the best part of it all? I don't have a choice because this company is lining the pockets of our crooked govenor, railroad commision, and any other hypocritical politian that holds out his hand. Don't you just looove Texas!

Wow, I just spent an hour on hold and all I want to do is pay my bill. I go to the website which tells me its under maintenance, so I call "Customer Service" and sit on hold for an hour. (Because I don't have anything else to do today). So I go back to the website and can't get it to do anything. ALL I WANT TO DO IS PAY MY BILL, PLEASE.

Greed is the name of the game with Atmos. I got a new bill that is due in the same month as the last bill. It was read a whole week earlier than normal. I have been trying to pay it for two days and their computer is messed up. First of all, mostly it is garbled speech and then they don't give me the option to pay the bill. I just sat on the phone for over an hour to talk to someone and finally gave up. I don't have time to mail the payment because I just received the bill three days before it was due. Sick of them. I think they are up to someone with the change in billing date. If they can keep moving it up, they can collect an extra customer charge and they would be enormous profit for them.

Atmos Energy appears to be a den of thieves. My 30 day gas usage charge was .21 and fees & taxes $22.00. Meter was read 2 days for a final bill after my previous months bill and my total usage was again .21 worth of gas and $22.00 in fees and taxes.

The same has happened to me that everyone else is reporting. I sent a message to customer service and they never even replied. In January my bill was 5 times higher than what it was in the past 13 years. i talked to a lady in costomer service and she basically said oh well. i told her that in december i reported a gas smell around the front of the house, she said they had no record and if i would have called there would have been a record. I renting now because my youngest needs to stay where we are to finish school but the next house i get will not deal with Atmos Energy. The feel they can do what they want and literlly not even call you back. Worst service i have received in my entire life.

Normally gas bill runs $8/month. In November Atmos increased basic customer charge to $17.70/month, charged $25 for gas I used which is twice the normal charge and tacked on a $50 RIDER for distribution. They are doing whatever they please. Railroad Commission is in their pockets. I had them remove the meter and I will replace two gas appliances. At least they can't blow up my house now.