Atmos refunds overpayments in bills caused by 'glitch'

Atmos error

Credit: WFAA

On Sunday night, Atmos Energy said it accidentally withdrew 10 times what it should have from customers' credit card and checking accounts.




Posted on May 7, 2013 at 4:37 PM

Updated Tuesday, Nov 26 at 4:43 AM

DALLAS -- Atmos Energy says its cleared up all of the 39,000 billing errors they made which, in some cases, charged customers ten times what they actually owed.

"Now the customer’s financial institution will begin to process the reimbursement back into their accounts," the company said in a news release. "In the meantime, Atmos Energy will reimburse any financial impact to customer accounts due to our error."

One frustrated customer says Atmos waited too long to react.

Philip Miller said he started reading fellow Atmos customers complaints about overcharges five days ago. But he says the gas company didn't do anything about it until Monday.

"The fact that it's four or five days later, and it hasn't been caught and it hadn't been addressed yet, that's a little disappointing," Miller said. "It seems they probably could have picked up on that a little faster."

Atmos charged Miller $422 for a bill that should've been $42. Atmos sent Miller and the other customers an apology, promising refunds in 24 to 72 hours.

"If you didn't have any support or resources to help you out, I could see how this could really affect people," Miller said. "That timeline isn’t enough if you've got bills to pay or kids at home."

Miller checked with his bank Tuesday. So far, there's no refund. He also owes $140 in overdraft fees, which Atmos has said the will reimburse.

"I feel comfortable with the promise," Miller said. "I'm not real sure on the timing though -- 72 hours. We're going to be coming up on that here pretty soon, and it wouldn't surprise me if it took them a couple of extra days to hash it all out."

Atmos officials issued a statement Tuesday, thanking their customers for their patience.

"We know this is our error and we are rectifying the situation as fast as we can," it said.

Customers with further questions can call 1-888-286-6700.