Southwest Gas

I’m always amazed that people will berate companies about their bills or rate increases or complaining about customer service calls or anything other than RATING THE APP. I love this app. It provides me with the information I need. Mostly bills, due dates and usage. I never pay bills through an app. I pay through my bank. Every bank provides the opportunity to set up a’bill paying’ feature. Also, SW Gas offers a balanced billing option. I set up repeating monthly payments through the bank’s bill payer feature. Corporate apps may offer the ability to pay through them. Is it worth the aggravation? Got a bank? Of course you do. Every bank app is really pretty easy to use. Pay through the bank app or the bank online. I get tired of all the whining.

Your mobile app is much easy to negotiate and much easy to process the payment. The other app the online app was over thought in its creation and not easy to navigate through …finding the information shouldn’t take so long since I only use it really once a month. If it was an app that I use daily maybe it wouldn’t be as difficult to maneuver but being that most people use it I think once a month he should be just easy to make a payment , search information look for your bill, see your profile etc. and most of all making a payment… It should be just a boom

Southwest has had no compassion when it come to there customers they don’t allow u to make payment arrangements that fit your needs we live in a state that is raising the rent for renters and they have also raised the gas prices as if we can really afford these prices without having 2 jobs and really messing up are mental state. I believe Las Vegas is the fall state they would rather see more homeless people that they are not helping at all and make more people be homeless at the same time something need to give look out for the people help us so we are able to pay are bills… #aworkingwomanthatisstrugglingtopaywith no assistancefeomthegoverment is sad because they feel I make to much money but if my rent is 2000 lights 400 gas 360 and water 140 and bringing in only 2800 I am actually I. The negative and because your government assistance say I make to much money I don’t qualify for nothing that not fair where is they really coming with these figures I need answers

I’ve logged in several weeks ago to make my payment and was showing that I had a credit of $134 for an over payment that I made and then a week later it showed I had a bill due of over $254 and now after almost 2 weeks of trying to get in touch with an associate to find out what happened to my credit I see my bill is $154! very inaccurate and misleading billing information it makes me question the integrity of my bills accuracy. I have screen shots of everything!

So SWG, like so many other corporate money-worshippers today, didn’t invest in beta testing to make the app more friendly. They changed my id number with little notification and they don’t have a separate tech support for problems. I’m finally using the app and My Account and noticed that they try to trick you into paperless billing. I unchecked that box, because I like to control the date money is taken out of MY bank account. My monthly bill went up $8. during the summer, without honest information. I assume the Utilities Commission let them raise so drastically to cover the new app, plus the usual punishment of Americans who dare to use energy resources meant for the environmentalists with their private jets. Also, impossible to erase the notification button after reading message.

I do not like this app. You cannot do something so simple as a copy/paste. For instance, when I tried to add a bank account, my banks app made it very simple by allowing me an icon option to copy both of my routing and account numbers, but the SWG app does not provide an option to paste. So, I had to toggle between the two apps to input the information. It would be much easier doing a credit card payment, but they want to charge me an extra $2.50 to use that option. It just seems to me that this app was designed by someone straight out of high school from the 90’s. I will give kudos for the billing and usage history. But, I primarily use this app once a month, and that’s to pay my bill.

I would like for it to be a little more user friendly & visually easy to read. The breakdown of the balance owed & any past due amount is not easy to identify separately. If the common phrase “past due” was referenced & the amount colored coded red, it would be better to decipher. Also, when selecting your saved payment method, you must swipe through screens before the information is displayed. It would save time if that that selection was up front on the payment screen. Thank you

It’s pretty standard app, but I don’t know how many times I have incurred a fee because after I type in the payment method your system changes it back to the full amount from the amount I selected to pay (which isn’t always the full amount). Then I have to wait for my check to process, bounce back, then reprocess the payment because even if I call in right after your service team has to way to stop the payment of change the amount submitted. This has also impacted the account because it thinks I’m purposely doing this so my acct is never eligible for any type of arrangement. Anyway I don’t like this app and wish they’d go back to the old one. Stop automatically fuxking changing the amount once we’ve agreed to pay a certain amount.

So I keep trying to pay my bill but for some insane reason it won’t allow me to pay it unless my email is in their system. Mind you I’ve had in the system when it was paid online previously through my tablet but since I’m doing it on my phone my email nor phone number is there and it still won’t allow me to pay my bill unless it updated but it won’t save my information; so its endlessly keeps telling me to update my email and phone because it’s not showing that it’s saved in their system. So whatever they recently did it’s not allowing me to pay online like normal; and my tablet was having some time updating but that shouldn’t effect me trying to do it over the phone.

Why on Earth are we still paying by phone or check, and being charged a convenience fee if we use a credit card? NOBODY on earth under age 70 has any use for checks. And I pay every bill I have even medical and dental with my credit card and have for 20 something years now. Come on guys get with the program, really!

Tried to change the amount, could NOT do it. #2 On your online payment, I deleted a previously erroneous account and continued on thru the payment system. The payment was made to the account that I just deleted, not the one that was input by me. LOOK into that - IT problem. #3 with your new conversion back in June, an erroneous bank account was added to my account. Caused many problems for me because I did not notice it until I received non-payment notice. Not sure how this happened to my account. Thank you.

I have called 6 times and tried to see why I can’t get my payment automatically taken out of my checking account. I have tried to get it set up at our new house for months. I was told I was all set up and then get notice it didn’t go through. I can’t get in to see if somehow my bank number is wrong or what is the problem. I did it for years at our other house and never had a problem. Your method for trying to pay my bill on time which I have always been an excellent customer is horrible. I’m trying my hardest to always pay on time and can’t get it corrected. Very disappointing!!

This is the worst payment app I’ve ever used. I dread opening and trying to navigate the app every month. I’m sure SW Gas can do better. And don’t try to sell me on autopay. I do not want SW Gas having access to my private banking information. Update: It’s taken me 3 attempts over the course of a week to make a payment of $8.88 on my account. My opinion from above still stands. It’s the absolute worst app I have ever used to pay a bill. Send me a paper bill. I hate paperless billing. I DID NOT SIGN UP FOR PAPERLESS BILLING!!!

I love the SWG app it is easy to use and extremely convenient. Also their customer service is amazing they are friendly and patient. My issue was explained to me and handled very quickly and the gentleman I spoke to was super nice and also notified me of things to be expected during this covid-19 mess! Thank you SWG for taking care of your customers in this scary time.

Their meter was broken for 3 months and tells me that i had to pay an outrageous amount for usage that i didnt even use. The rep said that they compared it to last years usage. But i barely moved in 7 months ago. And they are charging me for usage that i never used. I have a small 2+1 house with electric heaters in each room. Totally ridiculous. They should at least go off the current weekly usage and then multiply by 4 weeks to get their payment. At least that would be somewhat fair. I disputed this, but did no good. Southwest gas co is a rip off. Reps are also inconsiderate. Only one person out the whole company tried to help me. But still, couldn't gain any triumph.

Only payment app that i have to check a box to agree to terms of payment, plus it is always hidden so if you don’t scroll up for that part of section on bottom it is easily forgotten. Several missed payments due to this. At least there is a reminder, but if in a hurry to pay bills I’ll move on and it never sends payment.

I had a payment returned by my bank. As a result I had a deposit billed to my account. I couldn’t afford to pay it. I called southwest gas and talked with an agent. She was one of the nicest people. I’ve never been late on a bill or had one returned. She waved the deposit fee. I am endlessly grateful to this woman for showing compassion to me. Thank you THANK YOU THANK YOU.

This is a great way to pay, love the app. EXCEPT with the new update, when I go to pay and select the payment form, they don’t let you see the last 4 digits of your bank account. I have 2 different accounts with BofA saved so I can’t use the app to pay because I don’t know which account it will actually come out of. So the app is mostly useless to me now. If you only have one account, this would be great.

Every single time I simply try to set up my account the system errors a ton of times and completely stops working!!!!!!!!!! Before I downloaded the app I couldn’t even press the “create account” button because your app was down for weeks!!!!! Now I’m redoing it and to verify my account the email link doesn’t even work! It says error and now I still cannot log on. The amount of time I’ve wasted on just trying to make an account is absolutely absurd I cannot believe this even has any ratings because the app NEVER EVER EVER EVER EVER EVER EVER WORKS

All the info I need is visible and accessible, with the exception of what would help me most when budgeting each month - a status of cost as days go on into the newest billing cycle. If I was able to see how much money I owe mid-cycle, I’d likely budget to use less gas that cycle, but I don’t know how much I’ve used until the bill has come out.

I recently moved to Guam, I had problems with identity theft, and had to close banking accounts. Payments were set up on auto pay could not come out of frozen bank accounts any longer. There is no way to reach this company. I’m calling it. What should be 9 o’clock California time and I get a message saying they’re closed the website says it’s out of service and it’s for bidden for me today. Login to pay the bill manually. They are threatening me and I don’t appreciate this one bit.

Only bill app I got that takes 1 minute to pay my bill. It takes me 10 sometimes 15 minutes to finally input all the things other apps want before i finally have it paid. Thanks 🤙

I have never had so many problems with SW Gas until I moved into my new house. I’ve been enrolled in APP on the second day of living here. The first payment was never automatically debited. I called and after 75 minutes of hold time, the person said it wasn’t set up in time despite that it was clearly labeled on the app that I set it up. Once again, the payment wasn’t deducted on the due date. I log in and it says I’m not enrolled in the APP. It’s beyond infuriating that I’ve had nothing but trouble.

They have done very well in making the app extremely easy to use, Paying your bill takes less than 5 minutes now. I Wish all the other utility companies would do the same.

APP SHOWS RED🔺… BUT THERE’S NO MESSAGE OR REASON FOR THE RED🔺 The APP consistently reflects a RED 1 🔺but after I open EVERY part of the APP, there is nothing new and the RED 1 will not go away for months! Other APPs direct you right to the update or reason the APP reflects RED. Not this APP. It’s sickening and ignoring it is frustrating because there could actually be a important issue that needs addressing! FIX THIS PLEASE! Get tech support advice from another company! This is 2024!! Get up-to-date SWG!!

I always pay everything ahead this is the only thing I have ever been past due on because for some reason it’s not taking my Bank of America account and I keep having to re enter it.

Why auto payment requires bank account only? I would use it is allowed to use a credit card… utilities co are notorious for hackers to download customers records from… it is a lot easier to deal with fraud wit a CC that having your bank information taken by criminals…??? Anyways.. Good Day…!!!

Would have rated it 5 stars, but there are times when the validation is a little wonky and I have to log in to the website through my phone’s browser. But other than that, way easier than any other “traditional” payment method.

This is perhaps one of the better utilities apps that I have. Within a couple of clicks I can find the area that I’m looking for and can complete my transaction. Quick and simple.

Not sure who designed the app or the bill but there are several ambiguities in both forcing the customer to call to clarify which is a waste of both our time! If I am enrolled in level payment plan and I am regular with my payments and the bill confirms the level payment due then why are you asking for more and sending me emails chasing for more when you don’t have the decency to explain why. You provide a great Gas service but your CX is crap!

I’ve gone from an average monthly payment of $50-$70, to, now, $200+! That’s unacceptable! No matter what your reasons are! Supply and demand! Politics! Whatever! That much of an increase is ridiculous! Especially for folks on fixed or limited incomes! What are you going to do about it? And threatening to shut off the gas service certainly doesn’t help!

Seriously it’s about time. We easier, I can actually get into my account and pay my bill, and you can even add an additional user. Thank you

The $2.50 a month convenience fee is ridiculous. You should pay me a convenience fee for using the app to electronically pay my monthly bill. I could write you a check and snail mail it and you could pay someone to open it, process it, deposit it, and credit my account. Seems like I’m offering you a a huge convenience doing this electronically and you save money with free employees processing payments.

App is fine. Charging a “convenience fee” of $2.50 is ridiculous!!! Maybe a dollar but that’s just too much. Especially when you’re paying your bill on time.

When you pay with other apps they do not charge you but when you use your own app to make a payment they charge this is horrible absolutely ridiculous any time when you pay utility bill you shouldn’t be charged a fee but then again you guys are greedy and your app is horrible it’s too hard to navigate took me 45 minutes to figure it out you should make your app more friendly.

When attempting to use the ‘Contact Us’ feature through the app, I am unable to submit a comment due to the form field which requires a phone number being unusable. It would be helpful if this could be fixed. Maybe that way someone could explain the 110% increase in my bill despite my usage being less than the previous month…

This app has saved me so much time while paying my bills and managing my accounts. 10/10! It is easy to use and do pretty much everything I need.

I have had this service for 2 yrs. I received notice that my deposit was refunded to me be but then reversed??!! That I need to pay 12 consecutive on time payments before I get my deposit back. I have paid on time since the start..Even paid twice a month to have credit just so I would never be late!! I still have credit and paid 16 payments in a row “on time” since November 2019. Seriously??!!

I am really upset we have always paid on time! Our bank account got hacked and we missed changing the account number we had a lot to remember! Now you won’t let us do auto pay and charge a convenience fee for using our debit. I think it is very poor customer service. Very unhappy! I know this won’t do anything but at least you are aware of how a very good customer feels

Over all the app is good. It could be better. The addition of receiving a status on any service call would be nice so we can tell the eta’s the status of a service request etc. but for basic needs and billing its good.

The UI has improved vastly and it’s easy to use and understand, however the app freezes or lags constantly. It took me several attempts to login, it’s getting there!

The app constantly tells me I have a notification. I DO NOT have a notification. Never would have thought that stupid red dot on my app would annoy me so much, but it does! Update the app to make it go away!!!!

The asks for the account holder’s name and account number, but when it’s entered an error message pops up saying that the account information could not be validated in their system. A toll free number is given to call on for help, however when you call there is no option to speak to anyone about issues with the app, and the normal customer service agent are also unable to help. Total waste of time!

The customer service is terrible on the phone. The girl I talked to sounded about 12 years old and was so unhelpful. She was curt and rude. Maybe your company should be more diligent in finding better employees

I came from another state and the gas service there was so easy all bills were paid on the same day of your choice not like this co. This is so unfair having payday on the 5 or 20 I could have auto pay set to one of those days but this co will not do that because of how bad it’s run all other power co will happy set up so they get paid monthly on a day that won’t cause a bounced check

The payment flow is cumbersome. To select a stored payment you have to select stored payment then it goes to a new screen then select a stored payment then go back to the payment flow then the “agreement disclaimer” select check box is below the fold so you are not aware until you hit submit then it alerts you to select it.

I’ve updated the app plus my iPhone, I still have notification bubble on the app, my bill is paid and it’s still there? Been like this for over a month, I’ve gone through all the settings and still there?

I have tried for months to enroll in auto pay and every time the system glitches and won’t let me proceed, I have tried to set it up through both the app and logging on to my account on my laptop and get the same results and I can’t set it up by calling their customer service because they don’t do billing over the phone, it’s a huge pain.

When is that “1 Notification” indicator on the app going away?!? I have no current notifications on the app and it won’t clear off! I’ve deleted and reinstalled the app several times but it’s still there. Can you get rid of that bug on the next update?!? Am I the only one?!?

Seriously evaluating the “convenience fee” is nothing more than corporate greed if all your customers who pay online are being charged $2.50 that adds up to quite a bit of revenue really quickly I’d imagine! You’re doing nothing more than strong arming your customers, the same crimes the US government spent countless hours prosecuting the Italian mafia for! Sincerely your loyal customer Vikki Vine