“ I pay my bills on-line and always on-time. Due to a mix-up at their end, they thought I was delinquent, and mailed the disconnect notice to my home address. I was out-of-country, and my house/dog sitter did not open my mail. A e-mail would have reached me easily, but instead my service was shut off. I e-mailed proof of payments, and even sent an extra payment, so I had a credit balance. It still took two weeks to get reconnected. This was during winter, and my home had no heat and no hot water while someone tried to live there. Never again will I use Xoom! ”
“ had an issue with my electricity. The costumer service rep gave wrong information that cause bigger issue for me. Tried to speak with supervisor and they didn't even bother to take my call. Matter of fact they refuse to take my call. HORRIBLE experience. I would NOT. Recommend this company ”
“ If you are interested in having a bill you have to pay monthly anyways help a charity then Xoom is a great option. It allows you to pay a bill you'd normally pay and donate to a cause you may care about. If you are interested in saving money then the only time you'll end up doing that is during the introductory offer on their flex plans. I had both gas and electric with Xoom and after months of comparing I found I would have been paying about half by simply going with my local supplier for electric (on both regular and 100% renewable plans) and there were many other options for better pricing on gas. I could have donated to the same charities Xoom participates in with the money I was saving monthly using a different supplier...probably could have donated more than what Xoom was from just my bill. ”
“ On my summer bill the additional charges are three times the gas charge. I complained about them to the PSC. Two days ago, they cut me off despite having a zero balance on my account. ”
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Like other customers, I get late fees. I use bank bill-pay every month and have confirmation that the bill was paid on time. I complained to Xoom customer service about my recent on-time payment being considered past due and then talked to the Georgia Public Service Commission about that. Xoom customer service says Xoom does not post bank payments for 4 or 5 days, therefore it is late. One solution they suggested was that I could send my payment several days before the due date so that it would actually be on time. How many days ahead should customers pay? I should be able to pay their bill the same way I pay my other bills. I told Xoom that I would change providers because of this. They refunded my $10 late fee but that is not the issue..
In response to my complaint to the Georgia Public Service Commission, XOOM sent a letter. Their response to me says that my bank bill-pay payments are an "external payment option, not a preferred method of payment offered by XOOM Energy. Xoom has other payment options available such as IVR and auto pay that will avoid late fees from being assessed."
Coincidentally, my Xoom contract will be over in 6 weeks. I have already talked with my new gas provider. ”
“
Every month the billing department receives my check and deposits it but doesnt credit my account for weeks later.
I receive disconnect letters even though I call customer service and email them copies of my cancelled checks.
I have requested a call from the billing department numerous times only to be told they dont return calls. ”
“ I was approved for LIHEAP this winter, the check ($1000) was sent on 12/13/21 deposited on 1/14/2022 and never credited to my account.A copy of the processed check was emailed to the address they provided but when my casemanagercalled they said it was the wrong one. He has gotten nothing but a runaround after several calls, they can't find the check record in their system, or the acccount even though the previous bills have all been paid. So there is a large sum of money they can not find that came from a federal source, I do not understand why the finance deptartment cannot track it. ”
“
I recently signed up for a 2-year account, Paid my first bill thru BofA online checking and set the date 1 days prior to due date. I received a late notice email on the day my bill was due and notice of a late charge. I call in because BofA showed it paid I had selected (2 days prior). Xoom says it sometimes takes 2 days for them to process and for me to select an earlier date. Strange as I have never had to do this with any other provider - GNG, Scana, Gas South - always selected the due date and never had a problem. 2nd bill went thru and no email, sent for 2 days earlier than the due date, thought it was a one off. 3rd month I get an email missed payment assessment. BoA shows it clear on the 10th - due date of the 11th call customer no-service and I am told to select for it to be delivered even earlier because, while my payments are on time, their system automatically send the late emails on the due date. So for their problem I have to provide them a solution. instead of something as easy as setting up a delay in assessment emails, they would rather tell you to pay a week earlier than your due date so their electronic check processing system can post prior to their emails. I called this time because I want out of this dysfunctional relationship, I can't imagine doing this for 21 more months, it is not worth their discount. Nowhere in the contract did it say I would get late assessment every month when I actually paid them prior to due date. I can't fix their e-check processing system nor their accounts receivable. They are asking for 200 to get out of a contract - is this a company you want to spend your money on?
Shame I thought we had a new well priced provider in the area, I was wrong, very wrong. ”
“ Offered a 50 dollar reward after 2 mos of paid service. We called customer service twice and promised it twice as an Amazon card. Never received. After multiple tries gave up. So dont change because of any promotion from them. You will not get it. ”
“ First, their website is not very user friendly. The initial 12 month price was the lowest so I signed up at $.39 per therm. At renewal, they offered $0.34 per therm online, but informed me that was for only new customers. The lowest they could offer an existing customer with an excellent repayment history was $0.46 per therm so I moved to Infinite at $0.37 per therm. ”
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I had an issue accessing the online portal to pay my bill, I reset my password multiple times, receiving the message password was sent to you. Waiting for a few days for it, I never received it, and through trying a few different times over a period of days I incurred a late fee. Upon calling in, Xoom refused to refund my late fee on account of their online portal issue. I spoke with a customer service supervisor who said it didnt matter what was reasonable, they would not refund the credit even though Im a new customer and had diligently attempted to pay my bill. I even told the supervisor I would contact Clark Howards team to let them know to please warn people about this poor customer service as I would not want my family or friends to have this experience and the supervisor advised that did not concern them. Please take this into account Im letting others know of this poor service.
”
“ They seem to intentionally make it difficult to get details on your bill ”
“ Ive had Xoom Natural gas for 6 months, no problem. Then I moved to another town, I asked them to switch it over to my new address, they never did! Their online service is terrible, its hard to log in, it wont accept your password, so I had to call costumer service to help me, they told me I could not get service at my new location because I never gave them $150.00 deposit for their service. I have never heard of such a thing. They didnt ask for that when I first got natural gas from them at my previous address, now they want $150.00 deposit? Sounds like a scam to me. Im going to contact the BBB about this. Well see if I get the natural gas that I ordered from Xoom. Customer service is nice but they dont know the answers to the questions I ask. Do not use this company, terrible service! ”
“ I used Infinite Energy until they were bought out. My rate with IE was $0.549 and my rate with Xoom Energy was $0.399. Yet my monthly bills arrived $20-40 more expensive than the corresponding month from IE despite having a lower rate. There must have been some added fees in there. I'm not sure, because the bill is very difficult to understand and the website is awful. I do not recommend Xoom. ”
“ I am a new customer to Xoom. I contacted the company about my first bill I received that was for only 2 service days. Starting 9/1 ending 9/3. They charged me the full AGL base passthrough fee of $28 dollars for only 2 service days. When I inquired why my first bill would only be for 2 days or why they could not prorate/credit my bill they said Sorry. Our system automatically starts new service dates on 1st of each month. Okay no problem, but if they know new service starts on the first why would they have their billing system setup to end statements on the 3rd of each month? This means each new customer gets charged the full AGL passthrough fee for only an initial 2 day service period. Seems like a scam and a rip off too me. They tried to tell me it all had to do with the day the meter was read. Okay fine too, but charging people a full base fee for only a 2 day service bill is unethical at best. ”
“ Their system when switching is full of pitfalls and errors. I had to call 4x and finally ask to speak to a supervisor to get my service switched when the upcoming deadline was approaching before my rate with my previous provider went up dramatically. Xoom said they were having technical issues switching customers, and even though the customer service reps were friendly, I might as well have been talking to a tree because nothing ever happened to fix the problem until I escalated. Xoom jeopardized my switchover and potentially was about to cost me major amounts of money. Its one thing to advertise lower pricing, but there must be the technical and service abilities to support customers who want to switch. Very bad experienc. ”
“ I understand people have to pay bills even during hardships but good luck trying to work anything out with this horrible company! We are in the middle of dealing with a pandemic and layoffs, so I called to get a payment arrangement on my bill. They offered me nothing! Just an extra week to pay the whole bill or get disconnected. Then when I review the bill there is over $100 in EXTRA fees. $10 twice for a disconnect notice but I only received one. Late charges twice. No slack at all for things we have no control over. Hell even dropping the $100 in extra stuff would make it easier to pay the bill considering I have paid my bill for over 18 months and am in good standing with the company. My bill steadily increases from $280 to $480 every month but I was duped into signing a 24 month contract "for a better rate"! Horrible company with no care for their customers. Definitely would not recommend. Not even a pandemic will stop them from getting their money on time. ”
“ Simply put you are responsible for the distributor fee to whomever provides the gas for Xoom energy. For my family this summer this constitues 300% of the price we pay to Xoom energy for gas + xoom energy service fee. Thats right, 3 times the amount we pay for gas and the xoom service fee combined! This amount was not disclosed within our contract nor on any of the energy provider comparison websites. Call to find out the local distribution fees prior to signing a contract because Xoom energy is not forthright about the amounts you will be charged. The lack of disclosure and transparency is simply bad business! ”
“ Very easy to sign up for with great rates to start BUT.... After 9 months price doubled & it has taken over 6 months to cancel their "outrageous service"! Nothing but run around to cancel their awful, terrible service!! In the meantime we were stuck with paying outrageous bills for several months before they would cancel our account with them. ”
“ I ordered service online and got confirmation that the service will start on the 5th, today is the 9th still no lights. I am getting work done and have hired contractors they go everyday and I am loosing money everyday. I called today and was told they have a system glitch, so why wasn't I informed some kind of communication would have gone a long way. I could have safe money by not sending the contractors out everyday since he 5th. I asked if they can put a rush on it and was told unless I can approve someone will die then no. Worst service ever. I would suggest you directly to a big company. ”
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