Gastonia Utilities Department

Mary Mccardle

I’m pretty displeased with our experience. Our power got shut off today for non payment (both my husband and myself were under the assumption we were enrolled in auto pay and had a card on file). We thought it was an outage and called to report it only to step outside and find a notice on our door saying we were disconnected due to nonpayment. Okay, easy enough. I called to let them know and said we hadn’t received any phone calls or emails that service was being disconnected (I was simply saying we hadn’t gotten notice, I wasn’t upset). Whoever I was speaking to immediately interrupted me and stated they only send one letter in the mail. She had a nasty tone and all I was trying to do was figure out how to get our power back on so my husband could return to his work meeting. I told her I was happy to pay our bill in full now. She snapped and said “I can’t take your payment.”, told me my balance due (it wasn’t even the correct amount) and promptly transferred me to the payment line. I had to call back after making my payment and ask when they planned to reconnect our service. The second person I talked to was also quick to get off the phone and told me they wouldn’t be out to reconnect service until after 1pm. I checked our account and it wasn’t set to autopay. Turns out you have to provide a voided check to even “apply” for auto bank draft. Neither of us even carry checks at this point. The fact they wait until 1pm to even start reconnects is insane. What if someone is in need of power for their medical equipment? TLDR; We made a mistake that we happily owned up to, paid our bill in full, and still got attitude from our utility company for no good reason.

Jesse Griffin

The workers don't seem to want to make you angry, but the system is set so poorly that I am continually agonizing that I can't have Duke Energy here. I have 2 properties, one with Duke, and one here. The one with Gastonia Utilities is so much more difficult and slow to do anything. UPDATE 8/15/2022 there is now no way to make any payment for my utilities without a convenience fee. I really hate having to use this and wish utilities were a free market.

Stone Point

Have vacant rental property service transfer back in my name because of alarm system....my bill over 100.00 for vacant house ... only front porch light on...meter person assuming it's occupied ...imagine what tenant pays

Ant Banks 773

The customer service is horrible and they now charge to pay your bill. You have to pay in order to pay them…make it make sense! And they have the nerve to call it a convenience fee. You’ll also be charged if you pay over the phone or in person…where’s the convenience?!