| How to Transfer
or Cancel Your Natural Gas Service Do I need to
contact MXenergy if I am moving?
Can I transfer my
account?
How do I close my account?
Why
am I charged a base charge when I have moved?
Why do
I receive bills for no usage that show a zero balance?
Why
do customers turn off their gas service during summer months? Are there any advantages
or disadvantages?
When I want to switch my natural
gas service to a marketer, whom do I call?
Is there
a fee if I decide to switch providers? Q:
Do I need to contact MXenergy if I am moving?
A: Yes! If you
do not call us to terminate service (or notify us electronically) you will still
be liable for the gas used at that address. If the next person to live there
does not turn on the gas in his or her name, you get the bill. It happens
more often than you'd think. Please call toll-free at 877.677.4355 when
you know your moving date -- preferably 5-10 days in advance. After termination,
you will receive a bill for consumption up to the termination date and at least
one more bill after that. Q: Can I transfer
my account?
A: MXenergy is glad to transfer the remainder of your
current agreement to a new address at the current rate if your account is in good
standing and you are not at the end of a fixed rate agreement. This transfer
will not extend the term of your agreement. You must cancel your current account
and open a new account at the new address. We will allow a short overlap period
to help you move. Because we must coordinate this transfer with Atlanta Gas Light,
it cannot be done online. Please call us toll-free at 877.677.4355. Q:
How do I close my account?
A: There are two answers to this question.
If you are switching to another marketer you do nothing. We will be notified
by AGL of the switch and your account with us will be closed. If you are
moving, however, you must tell us you are terminating service at your current
address. If you are moving outside of Georgia, keep in mind that MXenergy serves
customers in 30 utility territories throughout the United States. We may be in
your new neighborhood. Call us toll-free at 877.677.4355. Your
turn off will be processed by AGL within five days of our receipt of your request.
If you do not terminate service, you will be liable for the gas usage and base
charges at that address until a request for cancellation is processed. After termination,
you will receive a bill for consumption up to the termination date and at least
one more bill after that. Q:
Why am I charged a base charge when I have moved?
A: The base charges
on your statement are determined by a message we receive from Atlanta Gas Light.
On the twentieth of every month, AGL runs a census of the meters connected to
its system. If your meter is assigned to Shell at that time, we are assessed base
charges for your account. We then put them on your bill. If your account is terminated
before the fifteenth day of the month, there will be no AGL charges. If your moving
date is on or after the fifteenth, there is a good chance the transfer
will not be done before the twentieth and we will assess another month's base
charges on your account. Q:
Why do I receive bills for no usage that show a zero balance?
A:
The final bill process is meant to capture any additional charges and adjustments
to your account from Atlanta Gas Light. It takes more than one billing cycle for
these charges, if any, to be assessed and forwarded to us for billing. You will
receive bills from MXenergy after you have been switched to a different provider
or cancelled service. Q:
Why do customers turn off their gas service during summer months? Are there any
advantages or disadvantages?
A: There are customers who feel they
save money by turning off their gas service during warmer months and then reconnecting
again in the fall. With gas service terminated, the customer will save on the
natural gas usage charges and the MXenergy customer charge. When
the customer is ready to resume natural gas service in the fall, there will be
a $25 Reconnect Fee and a Seasonal Reconnect Fee. The Seasonal Reconnect Fee is
$25 for residential customers and $35 for non-residential customers. Customers
who are thinking about turning off their gas service for the summer should consider
whether or not the savings on their natural gas usage makes it sensible to pay
the Reconnect Fee. Q: When
I want to switch my natural gas service to a marketer, whom do I call?
A: Contact the marketer of your choice. That marketer will then notify Atlanta
Gas Light that you have switched. Georgia PSC rules do not require you to call
your old marketer. Q: Is there
a fee if I decide to switch providers?
A: You may switch providers
once a year at no cost. However, if you change more often, Atlanta Gas Light will
charge $7.50 per switch and that fee will appear on your new bill.
|
Call Toll Free
800.785.4373