Atmos Energy’s customer service recently left a family without gas for five days due to a service disconnection without proper notification. The company stated they avoid email warnings, and no mail correspondence was received regarding potential termination. The issue stemmed from an expired card on the auto-pay account. While the customer was informed a new card would be automatically charged, this didn’t occur. Assuming auto-pay was functioning, the customer was unaware of the non-payment.
When attempting to reschedule service, the customer was not informed of the need to be present for the technician. Consequently, the gas was turned off in their absence. Rescheduling the appointment took five days, and customer service, including a supervisor, stated they were unable to expedite the process. Further escalation was offered, but with a five-business-day response time. This lack of urgency and communication from Atmos Customer Service regarding a critical utility highlights a significant problem with their customer support processes. The experience underscores the need for improved communication and more responsive customer service procedures at Atmos Energy. Customers deserve clear and timely notifications about potential service interruptions and efficient solutions when issues arise.
