How to Cancel Georgia Natural Gas: Fees, Refunds, and Steps

To cancel Georgia Natural Gas, submit a stop-service request through gng.com or by calling 888-683-5349 at least 10 days before the date you want service turned off.¹ Have your 16-digit account number, service address, and the last four digits of the account holder’s Social Security number ready. If you’re on a fixed-rate or flat-bill plan, an early termination fee usually applies unless you qualify for a waiver.

Make Sure You Actually Need to Cancel

Georgia’s natural gas market is deregulated. GNG is a marketer that sells you gas; Atlanta Gas Light owns and operates the pipes.² If you’re staying at the same address and just want a better price, you don’t need to disconnect service. Signing up with a competing marketer keeps your physical gas on and swaps out who bills you.

One warning: switching marketers while you’re still inside a fixed-rate GNG contract counts as a breach and can trigger the same early termination fee as a full cancellation.³ If you’re moving out of Atlanta Gas Light’s territory or shutting down a property that no longer needs gas, a full cancellation is the right call.

What to Have Ready Before You Contact GNG

Your 16-digit account number, printed on your bill and visible in the online portal.⁴
The exact service address tied to the account.
The last four digits of the account holder’s Social Security number, used to verify identity.⁴
A stop date at least 10 days out.¹
A forwarding address for your final bill and any deposit refund.

The forwarding address matters more than it looks. Without it, your closing statement and refund check go to the home you just left.

How to Submit the Cancellation

Online

Log into the stop-service form at gng.com, enter your stop date and forwarding address, and save the confirmation screen.¹ A screenshot gives you something to point to if a billing question comes up later.

By Phone

Call GNG Customer Care at 888-683-5349. The center is open Monday through Friday from 7 a.m. to 8 p.m. and Saturday from 8 a.m. to 5 p.m.⁵ Confirm your stop date on the call, ask whether an early termination fee applies to your plan, and write down the representative’s name and the time you called.

Either way, the 10-day lead time is a hard rule. If you’re closing on the house next Friday and today is Monday, you’ve already missed it. Build in extra buffer around the end of the month when GNG’s processing volume climbs.

Early Termination Fees

Variable-rate customers can cancel without an early termination charge. Fixed-rate and flat-bill customers typically owe one if they voluntarily disconnect during the contract term, including because they’re moving.³

GNG does not publish a single flat amount. The fee depends on when you enrolled and how much time is left on your contract, and the specific figure appears in the Supplemental Disclosure Statement or confirmation letter you got when you signed up.³ If you can’t find that paperwork, ask customer care for the exact amount before you submit the cancellation.

When the Fee Is Waived

GNG waives the early termination charge in these situations:

You’re a low-income customer enrolling with the regulated provider (SCANA Energy) for the first time.
You’re called to active military duty.
The account holder has passed away.
You’re moving outside Atlanta Gas Light’s service territory.
You’re enrolled in GNG’s Seasonal Savings Program.
You’re switching to a GNG flat-bill plan.

The waiver isn’t automatic. You have to tell GNG that one of these exceptions applies when you submit the request. The Georgia Public Service Commission separately prohibits all marketers from charging a cancellation fee to low-income customers moving to the regulated provider for the first time.⁶

Final Bill and Deposit Refund

After your stop date, GNG takes a final meter reading and issues a closing statement. You owe all charges through the termination date, including remaining consumption, prorated monthly fees, taxes, and the early termination charge if one applies.³

If you paid a security deposit, GNG applies it to the final balance. When the deposit exceeds what you owe by $1.00 or more, GNG mails a refund check for the difference. That check can take up to 60 days from the date of your final bill, with another six to eight weeks of processing on top of that.³ Double-check the forwarding address on file. A returned refund check can take months to reissue.

If your meter sits inside a fenced yard or inside the home, make sure the technician can get to it on your stop date. A missed reading delays the final bill.

If Something Goes Wrong

If an early termination fee shows up when it shouldn’t, if a waiver you requested isn’t reflected on your closing bill, or if your deposit refund drags past the stated timeframe, start with GNG customer care. If that doesn’t resolve it, you can file a complaint with the Georgia Public Service Commission, which regulates every certified natural gas marketer in the state.⁷

1
Georgia Natural Gas. Stop or Transfer GNG Service
2
Public Service Commission. Natural Gas
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Georgia Natural Gas. Georgia Natural Gas Terms and Conditions of Service and Disclosure Statement
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Georgia Natural Gas. Registration
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Georgia Natural Gas. MyAccount
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Cornell Law Institute. Georgia Comp R and Regs R 515-7-9-.02 – Terms of Service
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Georgia Public Service Commission. Natural Gas Consumer Rights