I got a message that the auto payment from my Bank was $0.20 short. I created an account at My Washington Gas, and get an error to upgrade to the new version of the App. This IS the newest version of the App as there isn’t another. Now, I have to pay from my Bank because the App is giving an error message. Frustrating!

I have used this app to pay my gas bills, and have gotten approval emails after I pay that confirm the payment was made. Apparently despite getting these emails my payments had not been going through, which resulted in a months-long issue with my account, several VERY negative experiences with customer service, and me having to pay in cash at a 7/11 because I ridiculously lost privileges to pay online. The entire experience made me feel like I was going crazy and that I was a criminal. I’ve been paying with credit card since then, as the issue I had previously had something to do with WG’s connection to my bank. Attempting to pay by card today, and the system is down. It told me to “try again later” and update my app when there is no update to install. It is hard to imagine that these issues are not purposely exploiting consumers and adding random late fees to bills. If I had any other choice of gas company, I would not be using Washington gas or this app. I see many people have had similar experiences and it makes me wonder where regulators are.

This app needs to fix the payment option of scheduling a payment for a future date! I was paying all my bills last month including Washington Gas which was not due for several weeks out. The confirmatiom of payment email sent to me had stated it had posted my payment immediately ! It took me quite some time dealing with a rep who clearly did not understand it was an error in App and insisted that I call my bank to stop payment! Since most banks charge a a a fee for this “service “ I finally gave up, hung up and called back! I got a Rep who took the time to call the IT department and was advised that several customers had called t in about this problem and they were working to fix it but it but it may take several months to resolve the problem. He voided my payment transaction to resolve! my issue and advised me to avoid the this option for the next several months. In fact he did every thihg the first Rep refused to do!

It won’t allow me to login to my account. It says it’s sending an email to reset my password advising to check my junk mail folder. Nothing has been received. I was enrolled in automatic payments so I had been ignoring the texts about payment reminders etc assuming nothing had changed. I missed a months payment! When changes this drastic occur they should mail a paper copy to customers so they can be aware. With the inability to log into my account I’m going to go back to paper billing.

Can’t login at all. When I open the app the Face ID function kicks in, but it doesn’t log me in until I enter the password. Then I’m taken to a screen that says multi factor identification with a pop up message window with an OK button, but there is no content in the box other than the word message. So I press the OK button, which takes me to a completely blank screen other than the fact that it still says two factor authentication at the top, but there’s no other text in the window again and when I click next, it says failed to login. “ error, your login attempt was unsuccessful, please try again later”.

It works fine, but I’ve found a couple of issues. 1. Biometric login doesn’t work. The app stays at the initial screen requesting a password. 2. It would be very helping there was a way to export the PDF bill 3. A shareable payment confirmation screen would be very nice. This for those that use to keep detailed records of every household and utility expenses.