Complaints

This profile includes complaints for Atmos Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Atmos Energy

  PO Box 223705 Dallas, TX 75222-3705

• 

  Atmos Energy

  790 Liberty Rd Flowood, MS 39232

• 

  Atmos Energy

  4155 Industrial Dr Jackson, MS 39209

• 

  Atmos Energy

  5249 Pepper Chase Dr Southaven, MS 38671

• 

  Atmos Energy

  PO Box 790311 Saint Louis, MO 63179

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of 2017 this downed light pole has been in our backyard lying on the ground. We called last year sometime To get it removed. They have yet to come out and get the pole. The ground wires is installed in the ground. We want the company to come get the pole and the ground wire and we will be satisfied.

  Business Response

  Date: 02/24/2025

  Atmos Energy handles the delivery of natural gas via underground pipelines. We do not utilize utility poles or wires, so would recommend submitting your complaint to your electric or phone company.

  Customer Answer

  Date: 02/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 17 February, Atmos came to my house without any prior contact or notification and decided to inspect my gas line. This was one day before we had a deep freeze in north ***** (below 15 deg. F). They found a small leak on the exterior feed line into my house, shut off my gas, and left a door tag on my door, all without attempting to speak to me or discuss options. Upon finding the door tag, I immediately attempted to find a plumber to fix the problem. The plumber arrived on 18 February, as temperatures were plummeting, and ***aired the line. I called Atmos to inform them, as per their instructions on the door tag, and they proceeded to tell me that I now have to have the city inspect it, and once the city inspects it, Atmos might be around in the next day or two to turn the gas back on. I have small children in my home and now I have no heat, as temperatures continue to ********* below freezing. Atmos has shown a total lack of concern about the health and well-being of my family at the coldest time of year for an exterior - not an interior - leak, and a very minor one at that. I complained on their website and received a pro forma excuse email ***ly, and their customer "service" *** was belligerent and quick to blame anyone and everyone else, despite my attempts to be calm and friendly and find a resolution quickly so my children can stay warm in their own home.Additionally, I have a pool that requires gas to prevent it from freezing in this weather. If Atmos does not turn my gas back on quickly, I may have additional damage to my pool because of their utter lack of concern about the supply of gas to my home.

  Business Response

  Date: 02/19/2025

  Atmos Regularly has trucks with sensors that drive thru our service areas testing for any presence of gas for the safety of our customers and their communities. There was a leak detected at the customer's home on 2/17/25, and the technician was unable to fix the leak as it was on the customer's piping. The gas was cut off for safety reasons and a door tag was left as no one was home.  We do not call or ring doorbell during a leak situation as any electric spark could cause a major safety issue.
  
  On 2/18 around 1030am, the customer called and advised that repairs were made and was advised that a city inspection was required by the City of **********. The customer obtained the inspection, and our service tech went back out and completed the safety inspection and reconnected the gas around 3:45pm that same day.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, February 12, 2025, a neighbor smelled gas in my yard and called Atmos. A technician was sent out and made repairs to the meter at my house and the house next door. The next day, I smelled gas and called Atmos. Another technician came out and said the previous technician forgot a gasket. Repairs were made. The technician said he could still smell gas and would be drilling in the driveway. About an hour later he left with no further communication. The third day, Feb. 14, I smelled gas and called Atmos again. I was told that yes, I have a leak, and that the technician from the day before entered it into the system. It would be repaired within 30 days. No one communicated that on Feb. 13. There is now a known leak and Atmos is not expediting repairs. My safety and the safety of my neighbors is in question, and Atmos is refusing to expedite a known dangerous situation.

  Business Response

  Date: 02/17/2025

  <s ******* has had 4 technicians out each day from 2/12-2/15, all of which explained the process. The leak that was found was not a leak that would cause any safety issue to her or any surrounding neighbors, which was explained.  The construction repair was scheduled to take place with a replacement later in the month. However, the construction crew was available and completed the repair int eh afternoon of 2/17/25.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 40 units residential apartment complex in **********612, 614, 616, 618 Londonderry ln.The city of ****** (which supplies water and electricity) does not charge sales tax.ATMOS (gas provider) keeps unlawfully charging sales tax and refuses to stop and refund me for the undue tax paid in the past.Accordingly with the Texas Comptroller of Public Accounts: "Residential use of electricity and natural gas is exempt from state and most local sales tax. See Tax Code Section 151.317(a)(1), Gas and Electricity and Sales Tax Rule 3.295(c)(1), *********** and Electricity.Note: The zoning of the residential property has no bearing on the *********** and Electricity tax. If your energy supplier, continues to collect state sales tax for your residential use of natural gas and electricity, you may request a sales tax refund from your energy supplier. Your vendor may: refund the sales tax to you directly; or issue you a properly completed Form ******, Assignment of Right to Refund which will allow you to request a sales tax refund directly from the Comptroller of Public Accounts."********************** refuses to stop charging sales tax, refuses to refund past paid tax and refuses to provide Form ******.

  Customer Answer

  Date: 01/12/2025

  I've received the following answer form Atmos:

  "Thank you for using Atmos Energy Online.
  
  We apologize for any inconvenience as previously mentioned we are unable
  to change the billing from commercial to residential until each unit has an
  individual meter set. We ask to contact a qualified person of choice to run
  individual gas lines to each unit so we can set the individual meters.  If you
  choose to go this route, please contact our customer service department so
  we may add the individual addresses and also make sure our gas lines on our
  end are done.
  
  Atmos Energy appreciates your business. If we can be of additional
  assistance, please contact us at .  Business hours are
  MondayFriday 7 a.m. to 6 p.m. (Central) on normal workdays.   We are
  available 24 hours a day for emergency services.
  
  Best regards,
  
  Atmos Energy Corporation"

  I don't accept their answer. I contacted the Texas Comptroller of Public Accounts and they confirmed that Atmos is acting illegally and the zoning of the residential property has no bearing on the *********** and Electricity tax. 

  I've been directed from TCPA to the local enforcement officer in ****** to force Atmos rectifying their tax policy.

  I'll keep BBB posted and also share the results on social media to let everybody know about Atmos illegal practice and ignoring customers complaints because they have the monopoly in the areas they operate.

   

   

  Business Response

  Date: 02/18/2025

  For this rate change that the customer is requesting, the City of ****** will have to change its designation from commercial to residential.  To be in compliance with the residential regulations, there will need to be a meter for each individual unit.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   

  "The Texas Comptroller of Public Accounts has already stated the following:

  Residential use of electricity and natural gas is exempt from state and most local sales tax. See Tax Code Section 151.317(a)(1), Gas and Electricity and Sales Tax Rule 3.295(c)(1), *********** and Electricity.
  
  Note: The zoning of the residential property has no bearing on the *********** and Electricity tax.
  
  If your energy supplier, continues to collect state sales tax for your residential use of natural gas and electricity, you may request a sales tax refund from your energy supplier. Your vendor may:
         refund the sales tax to you directly; or
         issue you a properly completed Form ******, Assignment of Right to Refund which will allow you to request a sales tax refund directly from the Comptroller of Public Accounts."

  I'm already working with the Texas Comptroller of Public Accounts to request a refund because ATMOS rejected any requests. As of today ATMOS hasn't provided yet the details of the sales tax I paid in the last 4 years, even after multiple requests.

  It is clear that having ATMOS a monopoly of natural gas in the area where my property is located, it can ignore any customer requests and charge undue fees. 

  I've already reported their behavior to the ************************* and I'm working with the Director of Policy and Government Relations to evaluate any action that can be taken against  ATMOS.

   

   

  Customer Answer

  Date: 02/24/2025

  As per complain ********, Atmos is unlawfully charging sales tax on a residential property. With the help of the Texas Comptroller of Public Accounts I can submit a refund request but Atmos is refusing to provide me the details of the sales tax I paid in the last 4 years. Atmos website only shows the last 2 years. I submitted 2 requests via website on 1/13/2025 and 2/10/2025. I spoke with an operator on 2/13/2025 who guaranteed I would have received the details within one week. Still nothing.

  
  

  Customer Answer

  Date: 03/11/2025

  Atmos is refusing to provide me the details of the sales tax I paid in the last 4 years to get a refund from the Texas Comptroller of Public Accounts. ********************** website only shows the last 2 years. I submitted 2 requests via website on 1/13/2025 and 2/10/2025. I spoke with an operator on 2/13/2025 who guaranteed I would have received the details within one week. Still nothing.

  
  

  Business Response

  Date: 03/14/2025

  We apologize for the delay; we have sent this information over to the appropriate department for review.  Once we complete the investigation someone will contact the customer about any refund due.

   

  Thanks,

  Customer Care 

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Atmos in March asking about new service at my **************************************** Told my address did not have a meter and that there needed one to be installed cause neighbor requested Atmos to remove so he could get his shed out. Atmos did not put the meter back. Called again on December 16th and was told install would be the 18th. Nobody called or showed. No explanation nothing. Called on 19th. Still no explanation as to what the issue is. All customer service says is someone will call cause there's no meter. Still no explanation as to what issue is and cannot get an employee to call with explanation. I feel im getting discriminated cause others are getting installs. I have multiple current accounts CS refuses to have someone call. As of this post I still have no time, date anything. Terrible communication. I need someone to resolve this issue.

  Customer Answer

  Date: 01/03/2025

  Continuation of previous complaints. Called on 12/16 for new install and Atmos never showed and now it's 01/03. The warm weather is ending and massive cold front coming and too late to fix any repairs cause can't get a response or day that meter can be set after neighbor requested it be moved. I'm now going to have damage cause Atmos will not install but is installing for others. I've made many calls into Atmos and still cannot get an install or any info. cause they say there's no line but I sent in photos of the riser after ex-employee said its fine. Atmos is our only provider and they they don't care if they s**** you over cause you can't do anything. I guess I need to sue them and maybe I'll get a response and install. Ive Requested a callback and install date and nothing. They wont even send someone out. This all goes back to the fact they don't care cause cause I can't go to other provider.

  2nd request. Trying to get explanation as to why I can't get a call as to why I can't get an install other than I have no riser but a former employee went to my address and says all I need is a meter set and that the neighbor broke Atmos riser and said it takes less than a hour to install. I've made multiple, multiple, multiple calls and complaints and customer service gives absolutely no info as to my install. I first called in March inquiring about this issue. Atmos is the only gas service that we can use so because of that they know they do not have to give good customer service. I called since on December 16th and was told a new install on the 18th. No show no call nothing. Called on 19th to ask why no show and a supervisor said I have no line but (read above). I have a riser and you have a riser. I need someone honest to call and not lie. Called on 31st ask to speak to who handles complaints and was denied. You let the neighbor request my meter to be pulled so he could his shed out and break your riser and should have contacted me first and reconnect mine at his charge. I guess i just need an Attorney and maybe someone will call me.

  Followup photo attached to case #******** New install. The only response from the 19th complaint is that I have no riser, no line, nothing. I had a former employee go out and look and he says I just need a meter that it has a plug in the riser. As slow as Atmos is, by the time if ever they install it, I won't need it. I am getting damage to property cause theres no urgency. Some communication would be great without lies. Apparently since Atmos is our only provider, they do not take complaints seriously.

  
  

  Business Response

  Date: 01/07/2025

  Our operations team was at the property 1/6/25 and installed the rise and new meter. They were unable to turn the gas on as the customer was not available or at the property. The customer has the phone # to call the operations supervisor directly when he is available for us to go out and turn on the gas.

  Customer Answer

  Date: 01/07/2025

  I am rejecting this response because: Did not receive a call yesterday and went to site late afternoon and it was not ready. Left VM with operations manager and as of this response no return call, but when he called yes he was very nice and seemed urgent to get this done but unfortunately it's not as of yet.

  Business Response

  Date: 01/08/2025

  We verified that the turn on / reconnection service order was completed around noon on 1/7/25. There were problems trying to light the pilots on the appliances, so there was a caution tag for the central heat unit and since there is no water active on the property, the technician did not light the hot water heater.

  Customer Answer

  Date: 01/08/2025

  I have reviewed the business response and accept this resolution. Still not sure what the confusion. was but, did get gas on 01/07/25. It is ashamed that we have to communicate this way cause the call center does not handle issues well or tries hard they are difficult to deal with, but Atmos itself, the people that finally got the job done weere great.

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Atmos Energy fraudulently over billed. *** Date 12.26.24, $419.27, Service 10/19/24-11/19/24 and sent another bill *** Date 1/2/25 seven days after $249.54, Service 11/20/24-12/18/24 total $668.81. We do not use the heat; we do not have leaky lines. This is fraud! We've called Atmos Energy, and they had a long list of excuses for outrageous billing. It is unfair and untruthful price gouging.

  Business Response

  Date: 01/29/2025

  There was a delay in the customers billing for the month of November due to the usage being higher than
  previous years. Although the customer does have a wireless device that registers daily readings to ensure
  accurate billing, it was flagged for a secondary inspection due to the consumption. The statement did get
  released to the customer on 12/11/2024 and 7 days later the December bill was ready as well.
  
  We have included the wireless readings that were taken for the November statement that show the fluctuation
  in usage. Yes, the customer is correct about not using their heat, but the usage does show that the pool heater
  or fireplace was being used on certain days in October, as daily usage reached over 20 units of gas on some days.
  

  The customer was explained by our customer service department that the increase in the November bill is due to the
  *** rate that was at $1.078 per unit. The *** rate for the December bill was $.016 making the December bill significantly
  lower, although it was similar usage. The *** is a heat load adjustment which allows the company to provide affordable
  rates to our customers. If the temperature outside is colder than normal they may use more gas and the *** will reflect credit
  to their account. If the temperature outside is warmer than normal they will use less gas and the *** will reflect a debit to their
  account balance. This charge appears on the customers bills from November - April each year. 

  
  We have placed a protection on the customers account due to the close due dates, so the customer may have additional time
  to make a payment without running the risk of interruption. 

  Business Response

  Date: 01/29/2025

  Here is the attachment showing the daily reads that was referenced in our response.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  How have I lived in the same rental with my child for 8 years and my bill has went from $30 to $90 or more in 2 years? I have only a hot water heater that runs on gas. How can Atmos justify tripling the bill on a ********** single mother? Everyone I know in this town is complaining that Atmos, the only gas provider is taking advantage of the monopoly it has on my little town by at least tripling the monthly price of gas. How is this legal?

  Business Response

  Date: 12/27/2024

  The billing statements for the account look elevated as there are often times a past due balance carried over from the previous months or additional payment from an agreed upon Installment plan. The amounts due per month starting in Sept are below.  Most recently, there was an installment plan that was defaulted; therefore, the full balance became due of $434.84 The customer re-started another IP on 12/9 and the current balance due is $111.40.

  Sept   $38.21 plus Installment plan amount of $68.14
  Oct    $39.19 plus instalment plan amount of $34.83
  Nov   $47.37 plus installment plan amount of $34.83 - pmt not made and full IP amount added to Dec billing below
  Dec $73.11 plus installment payments remaining from default that were immediately rolled into the current IP.

  Current Installment plan is 11 payments of ***** per month plus the current month's bill.

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For my November statement period, my gas usage was only 35 ccf at 0.525 = $18.38
  
  I received a bill for $114.79
  
  Approximately $100 was added to an $18 bill
  
  "Usage Charges" were previously $2 - $5 (see attached August and September bills)
  
  November is just under $70 ($67) (see attached November bill)
  
  I called Atmos Energy and no explanation whatsoever could be provided.
  
  I would like my bill corrected and reissued.

  Customer Answer

  Date: 12/02/2024

  My November bill should be $64.21, not $114.79. Per the precedence set by my previous bills, "Usage Charges" for November should be $16.91 not $67.49. See attached bills: Usage Charges = 0.483 per ccf. September usage of 5 ccf: Usage Charges (5 x 0.483) = $2.41 October usage of 10 ccf: Usage Charges (10 x 0.483) = $4.83 Therefore, November usage of 35 ccf: Usage Charges (35 x 0.483) = $16.91 Otherwise "Usage Charges" = STEALING

  Business Response

  Date: 12/27/2024

  Customer contacted our Customer Service team via our online portal on 11/25 and was sent a detailed explanation of the billing. Details are below, but the billing increased in Nov as the WNA or Winterization Adjustment which is part of the Usage charge starting In Nov-April. 
  
  The WNA is a heat load adjustment which allows the
  company to provide affordable rates to our customers. If the temperature
  outside is colder than normal you may use more gas and the WNA will reflect
  credit to your account. If the temperature outside is warmer than normal you
  may use less gas and the WNA will reflect a debit to your account to balance
  the charges deducted from your bill during the cooler temperature months. This
  charge appears on your billing statements from November-April.  These charges are approved by the regulatory commission in each state.
  
  The detailed response to the customer on 11/25 is as follows:
   Our records indicate the billing is correct. Please review the billing details below.
  
  • Monthly Fixed Charges
  o These are the operating costs for the gas system in Mississippi and will appear on your bill even
  if you do not use gas during a billing period.
  o The charges include allocations from both the Stable Rate Adjustment and System Integrity
  Riders.
  • Monthly Usage Charges
  o These are the operating costs and infrastructure improvements to the gas system in Mississippi
  and are charged based on the amount of gas you use.
  o The charges include allocations from both the Stable Rate Adjustment and System Integrity
  Riders.
  • Purchased Gas Cost
  o This is the actual cost that Atmos Energy pays for the gas delivered to each customer. There is
  no markup added to the purchased gas cost.
  o This rate changes monthly based on the current cost of gas. The Mississippi Public Service
  Commission reviews the gas cost monthly
  

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going through legal issues with my soon to be ex husband and was told I needed to leave the home until things got settled between us. However he was arrested in July of 2024 and I was notified that I was able to move back into the home. I then moved back in on 8/4/2024 and was told that he had a bill through atmosphere energy. They are trying to put his bill on me because they say we are legally married which we are but I did not live in the home or occur these charges so I am not going to be responsible for them. Atmos is insisting that I pay his portion because we are married which is foolish. I do not want any parts of his debts as we did not occupy the home together when these charges were made. I never tried to deny us being married and let them know of the issues we were going through during this separation however they are requesting that I satisfy his bill Im guessing since hes in jail and they cannot collect from him. If I have any bills with them under my name I will be fully responsible but I am not responsible for whatever arrangements he has made with this company. This is prohibited me from getting service for my children and I which are not his from getting service. They know this so they are trying to make me pay since they cant collect from him. I wish to have no association with his account because we are separated and have been for a while now. Thank you

  Business Response

  Date: 11/19/2024

  We reviewed the Atmos Energy account and note the following:
  
  Account set up in **** Spencers name and move in 5/14/2024. The total amount due on the account is currently $431.13 as there has been no payment made on the account since service started. The service was disconnected on 11/13/2024 due to non-payment.  The bills for the account have been delivered via email to ****** ******* at ************************* since 5/14/2024.
  
  The national database shows that ****** ****** Spencers identification card was issued at the ******************************************************************* address on 4/24/2024 as well as it is her residence from ********* 2024.  This debt was incurred while she was living in the home.  She also has a debt that she accepted from an additional address in ********* in the amount of $286.03.
  
  It is further confirmed that they are still legally married and have been since 11/19/2015.  The past due balances have been validated and must be paid before gas service can be turned back on.  However, in an effort to get their service restored, we would offer a 50% downpayment of $358.58 and the remaining amount to be paid over a 6-month installment plan. This would be bound by all policies for installment plans and disconnect for any missed payment.
  
  

  Customer Answer

  Date: 11/26/2024

  I paid my bill it is extremely cold and was told they have nothing available today after Ive already paid that bill. I was told there was no way to contact the corporate office or escalate this. I have 2 small grandchildren and it is too cold for them. I was hung up on by a supervisor ***** in Amarillo Tx when I voiced my concerns he stated theres nothing he can do and disconnected the call in my face. This is unacceptable and I dont care to do business with a company that handles issues in this manner m.

  
  

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because: 

  I paid my bill it is extremely cold and was told they have nothing available today after Ive already paid that bill. I was told there was no way to contact the corporate office or escalate this. I have 2 small grandchildren and it is too cold for them. I was hung up on by a supervisor ***** in Amarillo Tx when I voiced my concerns he stated theres nothing he can do and disconnected the call in my face. This is unacceptable and I dont care to do business with a company that handles issues in this manner m.

   

  Business Response

  Date: 12/03/2024

  the customer made a required payment, and the gas was turned back on 11/26/2024. the remaining balance will be transferred over as all information we have indicates residence and responsibility.

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 4 months I am unable to log into my online account and perform any online account related activities (view my bills, pay my bills, set up automatic payments, etc.). I have called the Atmos customer service 4 times in the last 2 months and every time their customer service is unable to help me and they say they have submitted a service ticket to fix my issue but there is no resolution till this day. This is very frustrating and is causing me a lot of issues as every time I have to call customer service to request a bill sent to me and make a payment via calling customer service as well.

  Business Response

  Date: 12/20/2024

  We have reached out to the customer directly and requested screen shot/recordings of the error and have sent it to IT for troubleshooting. We are actively monitoring and will follow up once we have it resolved.

  Customer Answer

  Date: 12/20/2024

  I have reviewed the business response and accept this resolution.