Atmos Energy Corporation: billing error

Collect

• the disputed bill
• earlier bills
• meter photos with dates
• notes of calls with reference numbers

Steps

1. Call the Customer Support Center and ask whether the reading was actual or estimated. Ask for a re-read or a correction.

   PhoneCustomer Support Center (all states) +1-888-286-6700

2. Send the complaint in writing with the "Rereads / High bill concerns" subject. Keep a copy.

   FormCompliments and complaints form

3. If it is not fixed, complain to your state's commission. In Texas, complain to the city if you live inside city limits, or to the Railroad Commission if outside.

More contacts for this issue

Facts you can cite

• Policy

  If Atmos Energy cannot read the meter, the bill is calculated from past usage; any over- or under-charge is corrected the following month. Residential meters are read monthly.

  Source: atmosenergy.com, verified 2026-10-13

• Limit

  Texas (RRC Quality of Service rule): if a meter test shows the meter is more than nominally defective, the utility must correct readings for the last six months or since the last meter test, whichever is shorter. A meter that did not register may be back-billed for no more than three months. Estimates are allowed if an actual reading is taken at least every six months.

  Source: rrc.texas.gov, verified 2026-10-13

• Process

  Texas: after a complaint to the Railroad Commission, the gas utility must give the Commission an initial response by the next working day and a final response within 15 days, unless more time is needed. Customers inside city limits must file with the city.

  Source: rrc.texas.gov, verified 2026-10-13

Rules in force

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCustomer Support Center (all states) +1-888-286-6700

2. Supervisor

   Ask the Customer Support Associate for a supervisor. Write down the name and reference number.

3. Written complaint

   FormCompliments and complaints form

4. State agency

   Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   The commission in your state (see notes). Texas: inside city limits, complain to the city; outside city limits, Railroad Commission of Texas Gas Services Department, 512-463-7164, toll 877-228-5740, gascomplaints@rrc.texas.gov. The RRC encourages customers to complain to the utility first. Virginia: payment plan disputes can be filed with the State Corporation Commission.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   The attorney general of your state.

Watch out

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