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Important Information About UGI’s New Customer Information System

August UNITE Image 300x200 - Important Information About UGI's New Customer Information SystemWe have recently updated our customer information system and online customer portal.

In order to register for a new online account, you will need your September bill (with a due date September 27th or later). This bill will show your new account number (starting with a “4”) and you can use this to register for a new online account and enroll in our upgraded eBill program at www.ugi.com.

In the meantime, for bills due prior to September 27th, you have several payment options:

  1. Mail a check payment.
  2. Call 1-800-276-2722 and speak to one of our representatives who can take a check by phone, free of charge. (Due to our system upgrade, we are currently experiencing high call volume and wait time and suggest that you call closer to your payment due date, in order to minimize your wait time).
  3. Make a one-time credit or debit card payment online or through our automated phone payment system.  If you were charged a 3rd party service fee, please email us with your account information at customersupport@ugi.com.

We apologize for any inconvenience associated with the transition to our new online billing system. We are excited to launch these new customer enhancements for your benefit, and we appreciate your patience while we work to improve our customer experience. For more information about the transition to our new customer information and billing system, please visit www.ugi.com/upgrade.

The comment section is currently closed. To ensure your comments and feedback about UGI’s new customer information and billing system are received and responded to in a timely manner, please email us at customersupport@ugi.com. Thank you, UGI Social Team

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134 comments on “Important Information About UGI’s New Customer Information System
  1. Jessica says:

    I want my $8 back UGI!!! I happen to be out of the country on business and was hoping to be able to pay my bills online per usual, but instead you decided to change your ebill system and make an extra $10 off of people who are loyal customers…. not cool

    • Sidney Purnell says:

      Hi Jessica, We sincerely apologize for the inconvenience and frustrations you have experienced on our behalf. Please email us at socialsupport@ugi.com with your account information and telephone number associated with your account so that we can better assist you. Thank you, UGI Social Team

    • Nicole says:

      Same! I’ve been paying my bills online for years! I have UGI for both gas and electric, which are under 2 separate accounts so I got whacked with 2 $3.95 fees for just trying to pay my bills. I agree with everyone else, this was very poorly thought out and your customers are paying for it. As if we don’t pay enough the way it is! You should be refunding your customers these ridiculous fees. We didn’t ask for a new system or new account numbers!

      • UGI Social Team says:

        Hi Nicole, Please email us at customersupport@ugi.com so that we can rectify any inconvenience you have incurred on our behalf. Thank you, UGI Social Team

        • Lee says:

          Well, like everyone else, who is having this problem, I contacted customer support and was given a very nice, too bad, it you paid the fee. No refund offered. So I wouldn’t bother. Real nice, UGI. If I had another option, I would no longer be your customer.

          • UGI Social Team says:

            Hi Lee, Thank you for your feedback. We sincerely apologize for the experience you received when you call in and would like to look into this matter. We would also like to rectify any 3rd party service charge you received this month. Please email us with your account information at customersupport@ugi.com so that we can better assist you. Thank you, UGI Social Team

    • Christy Quezada says:

      I agree . I am out of the country as well , and need to make a payment . Should not be charged a late fee, etc because of a change that is not executed properly on their side

      • UGI Social Team says:

        Hi Christy, UGI is waiving all service charges for the month of September. Please email us at customersupport@ugi.com with your account information so that we can better assist you with current payments as well as rectify any inconveniences you have experienced on our behalf. Thank you, UGI Social Team

    • Christy Quezada says:

      We should not be charged the 3.95 to pay online However, if you do not have an account number handy , it is hard to to . We should not be charged any late fee .

      • UGI Social Team says:

        Hi Christy, We are waiving the 3rd party service charge for the month of September. Please email us at customersupport@ugi.com with your account information and service address, and a member of our team will provide you with your new account number as well as credit any service charge you have incurred for the month of September. Thank you, UGI Social Team

  2. Matthew says:

    UGI should be waving the $3.95 fee for 1 time payments for customers to make online payments. With this change over to enhance customer experience is having the opposite effect for loyal customers that make online payments.

    • Sidney Purnell says:

      Hi Matthew, We apologize for the inconvenience you have experienced this month. Once you receive your UGI bill after September 5, you will be able to register in our new online customer portal and make payments without the 3rd party service charge. In the meantime, to pay your UGI bill that you received prior to September 5, you may mail a check or pay by check over the phone at 800-276-2722 (8am-5pm, Monday-Friday) without the 3rd party service charge. Thank you, UGI Social Team

      • Randy says:

        since I have done things online for a long time, I am not sure when my bill arrives and I like to pay my bill near beginning of month anyway. yet I cant because I do not know my new account number. Why didnt you mail new account numbers prior to the switch over?

        • Sidney Purnell says:

          Hi Randy, Thank you for your feedback. Unfortunately we were not able to issue new account numbers prior to the system implementation. Please email us at customersupport@ugi.com and a member of our team will be able to answer any questions you have specific to your account. Thank you, UGI Social Team

      • Stephanie says:

        Your website now says the following:

        In order to register for a new online account, you will need your September bill (with a due date September 27th or later). This bill will show your new account number (starting with a ā€œ4ā€) and you can use this to register for a new online account and enroll in our upgraded eBill program at http://www.ugi.com.

        So it appears a bill dated after Sept. 5th does NOT matter. It has to be after Sep. 27th. Get your facts correct. My bill is dated Sept. 15th and it still won’t allow me to register with the new bill pay system. Ridiculous!

        • Sidney Purnell says:

          Hi Stephanie, We apologize for the confusion we have caused and the frustration you have experienced on our behalf. Please email us at customersupport@ugi.com with your account information so that a member of our team can better assist you. Thank you, UGI Social Team

        • Erica Chandler says:

          I just tried to pay as well and it wouldn’t process my payment which is due sept 12 my account is invalid it says as well as username yet my bank account still says it was processed. What is going on?

      • Gail Leggett says:

        I just paid my bill by phone using my checking account, it stated I was being charged the $3.95 fee……can’t wait to get next bill so I can go back to paying online. I work out of state and getting home to pick up paper bill is inconvenient.

        • Sidney Purnell says:

          Hi Gail, We apologize for the frustrations you have experienced on our behalf. Please email us at customersupport@ugi.com with your account information so that a member of our team can rectify this for you. Thank you, UGI Social Team

    • Lindsey Riddell says:

      I completely agree. I can’t get through to a representative without being on hold for a ridiculous amount of time, I am currently traveling and don’t carry a check book on me (who uses checks anyway?) and why in the world should I have to pay $3.95 to pay online, which I’ve always done since I first got UGI?

      • UGI Social Team says:

        Hi Lindsey, We apologize for the long wait times you’ve had to experience. After listening to feedback from our customers, UGI is waiving service fees for the month of September. Please email us at customersupport@ugi.com with your account information so we can better assist you with current payments as well as rectify any service charge you may have incurred. Thank you, UGI Social Team

      • Essie says:

        Exactly to all stated! Checks???, Really???! A fee to process our own payments too??? I’m experiencing the same problems. Ughhh I haven’t made my payment yet due to this! I haven’t checks and that extra fee to pay it yet.

        • UGI Social Team says:

          Hi Essie, UGI will not be charging a 3rd party service fee to customers making an online payment during September. If you were charged a 3rd party service fee or have additional questions about our new online customer portal, please email us with your account information at customersupport@ugi.com. Thank you, UGI Social Team

  3. Samuel Albert says:

    Really??? This is ludicrous !!! I want to pay my bill online like I have for how many years and now I can’t??? Who decided this was a good system change over?? I have called and waited for over 20 minutes!! Unacceptable!!

    • Sidney Purnell says:

      Hi Samuel, We sincerely apologize for the frustration and inconvenience you have experienced on our behalf. Once you have received your new account number, which will be listed on the UGI bill you receive after September 5, you will be able to register in our new online customer portal and make online payments without the 3rd party service charge. In the meantime, to make a payment on a current UGI bill you may mail a check or pay by check over the phone without a 3rd party service charge at 800-276-2722 (8am-5pm, Monday-Friday). You can also make a one-time payment at http://www.ugi.com/ebill however this method includes the 3rd party $3.95 service charge. We apologize again for the inconvenience. Thank you, UGI Social Team

  4. Brian Brudnicki says:

    Wow so if I don’t want to wait half the day on the telephone to make a payment I get shaken down for a $3.95 service fee right? I always laugh when I see “service fees” for AUTOMATED systems. Gimme a break UGI… glad I moved and won’t be a customer once my house sells. This could’ve been handled much more efficiently and is just a convenient excuse to dupe customers out of money. My bill will now be late because I didn’t have time to jump through your hoops yesterday. Don’t think I won’t fight any incurred late fees…

    • Sidney Purnell says:

      Hi Brian, We apologize for the frustration and inconvenience you have experienced on our behalf. Once you receive your new account number, which will be listed on the UGI bill you receive after September 5, you will be able to register in our new online portal and make payments without the 3rd party service fee. In the meantime, to make a payment on your current UGI bill without the 3rd party service fee, you may mail a check or pay by check over the phone at 800-276-2722 (8am-5pm, Monday-Friday). We apologize again for the inconvenience this month. Thank you, UGI Social Team

  5. Doreen Finley says:

    I still have not received a bill for my UGI Electric Bill or UGI Gas bill a due date of Sept. 27th. Any idea when these were mailed out or will be mailed out.

  6. Pam says:

    I can’t register. I click the Register button as instructed and nothing happens.

  7. LarryD says:

    It seems to me that your IT department could have handled this transition with some programming and ported the old account over to the new one with minimal disruption. When a bank gets bought, they change everything and don’t require their customers to go through hoops, mainly because they are not a monopoly like the gas company. You are putting the burden on your customers because you don’t want to pay your IT guys to do the transition seamlessly.

    • Sidney Purnell says:

      Hi Larry, Thank you for your feedback. We sincerely apologize for the frustration you have experienced on our behalf. If you have any questions about your transition to the new system, please email us at socialsupport@ugi.com. Thank you, UGI Social Team

  8. The information above clearly states “check by phone, free of charge.” I was charged 3.95 anyway. What’s up UGI?

  9. Meghan says:

    It is ridiculous that the autopayment process does not roll over to the new accounts. Great way to fleece your customers with fees! Very disappointing and not what I would consider good customer service at all. I completely agree with Sidney above–my bank was bought out years ago and the only thing I had to do was activate my new debit card. Everything else rolled over.

    First, the $0 bill, then the letter saying “Oops, shouldn’t be a $0 bill.”, and now this?

    • Sidney Purnell says:

      Hi Meghan, Thank you for your feedback. We sincerely apologize for the frustration and inconvenience you have experienced on our behalf. If you have any questions about your transition to our new system, please email us at socialsupport@ugi.com. Thank you, UGI Social Team

  10. Michael Watson says:

    Absolutely the worst transition I’ve ever seen. Last minute, and very ambiguous. The customer reps don’t even understand. I didn’t lose any money, but wasted way too much time on the phone today just to find out if auto-pay if affected, and how I need to get my new account number if I don’t get paper bills. I’m calling to make sure you get paid, for your last minute changes, and I’m getting attitude and passed around like a hot potato.

    • Sidney Purnell says:

      Hi Michael, We sincerely apologize for the experience you had as well as the frustration and inconvenience you have experienced on our behalf. Please email us at socialsupport@ugi.com with your account information and who you spoke to and we absolutely look into this for you. We apologize again for the experience you had. Thank you, UGI Social Team

  11. Dennis Roberts says:

    I agree with everyone else, it is the worst transition I have ever experienced. It wasn’t even clear (and still isn’t) that you weren’t processing the last electronic payment before the changeover automatically. It’s cheaper to incur the late charge, compared to the cost of a check and a stamp!

    • Sidney Purnell says:

      Hi Dennis, Thank you for your feedback. We apologize for the confusion and frustration we have caused you. We’d like to rectify the inconvenience we have caused, please email us at customersupport@ugi.com with your account information. Thank you, UGI Social Team

  12. Kimberly says:

    This whole service fee for people trying to pay our bill on the phone because you guys decided to switch up the payment systems and change everyone’s account is ridiculous and outrageous. That is not professional of UGI what so ever and is just another way to take people from their money. Everything should have rolled over and new account numbers should have been updated to the accounts that we already have set up on apps or online. That is inconsiderate of UGI. Very disappointed and angry.

    • Sidney Purnell says:

      Hi Kimberly, Thank you for your feedback, we will forward it to the appropriate supervisor. We would like to rectify any inconvenience we have caused you during this transition, please email us with your account information at customersupport@ugi.com. Thank you, UGI Social Team

  13. nicholas bidding says:

    due to your incompetence my bill is now late this is not my fault by yours
    I am checking into this and better not affect my credit

  14. Linda Ann Benesky says:

    For years I have been paying both my gas and electric on line. Your system is ridiculous to get through at this time. If your are experiencing so much back log then M thru F is not working for you!!!! Add weekend staff, when I’ll bet most of your online customers do their bill paying, instead of now charging a fee. Time to look around for a new service provider.

    • Sidney Purnell says:

      Hi Linda Ann, We apologize for the frustration and inconvenience you have experienced during our transition to our new customer information and billing system. Please email us at customersupport@ugi.com if you have any questions or would like to provide feedback about your experience. Thank you, UGI Social Team

  15. Kristin says:

    These cut and pasted replies from the UGI Social Service Team are cracking me up. It’s not that hard to personalize them a tiny bit so you sound like actual people behind the curtain… That’s Social Media Marketing 101. The switch over itself was poorly conceived as far as putting loyal customers out…it would be better PR to drop the fee. I personally don’t mind calling in my payment since it’s a one-time thing, and just attempted to do that. However, guess what…it’s Saturday! No one there to take a call, no automated pay option via phone. So now I would have to mail it. But who has stamps anymore? Sheesh. I’d be pleasantly surprised to receive a reply below that is not cut and pasted! šŸ™‚

    • Sidney Purnell says:

      Hi Kristin, Thank you for your feedback. If you have any additional questions about your transition to our new customer information and billing system, please email us at customersupport@ugi.com. Thank you, UGI Social Team

  16. Ed Gouker says:

    I have been a customer for a year and a half. I have been satisfied with the service until now. As a manager of a customer service department I know I would be fired if I treated my company’s customers like this. I have been making automatic payments since becoming a customer and now I am inconvenienced for someone’s mistake. If you don’t know how to make a transition without disrupting your customer’s routine then you need to do some research before launching a horrible plan of attack. If I had a choice I would change providers. I cannot believe that you are asking me to pay $3.95 (or any amount) to make a payment because your system was disabled by you. How dare you. I should refuse to pay and let you spend money to collect the payment from me. I think I will put up solar panels and change to a total electric home. Your horrible treatment of me as a customer will not be forgotten.

    • Sidney Purnell says:

      Hi Ed, We sincerely apologize for the frustration and inconvenience you have experienced on our behalf during this transition and would like to make it right with you. Please email us at customersupport@ugi.com with your account information. Thank you, UGI Social Team

  17. Judith Strasburger says:

    I need to know where I can pay my bill for August so I don’t have to pay that $3.95 fee. Please give me locations for Mayfield, Pa 18433. ASAP

    • Sidney Purnell says:

      Hi Judith, Please email us at customersupport@ugi.com with your account information and member of our team will assist you with making your August payment. Thank you, UGI Social Team

    • UGI Social Team says:

      Hi Judith, UGI will not be issuing 3rd party service fees for payments made online during the month of September. If you would like to mail a check, you may send you payment to P.O. Box 15523, Wilmington, DE 19886-5523. If you have any additional questions about your transition to UGI’s new customer information and billing system, please email us at customersupport@ugi.com. Thank you, UGI Social Team

  18. JP Huddleston says:

    As many of the comments listed before mention “UGI should be waving the 3.95 fee for customers who regularly pay online”, or “I spent half a day waiting on the phone for an customer service rep” I too feel the same way! it is ludacris to cut off the online bill pay feature and than charge people a fee to pay online. I understand it is a 3rd party billing company, but you should either be absorbing the fees or planned ahead and made a smooth transition so customers could avoid the fee. sounds more like a way to raise some extra capital.

    I’m even more sour since it cost me $4500 to have UGi run 80′ of gas line to hook my house up to gas 2 years ago!

    • Sidney Purnell says:

      Hi JP, Thank you for your feedback. We apologize for the frustrations you have experienced on our behalf this month. We would like to rectify any inconvenience you have have endured during this transition, please email us at customersupport@ugi.com. Thank you, UGI Social Team

  19. Jake says:

    I received an email with my new account number and I clicked the link to go to the UGI website to register. The website will not allow me to proceed with registering. The directions were clear and I followed them exactly, twice. It says I need to wait until I receive a bill to get the new account number, but the email I received gave me that account number. What’s up!

    • Sidney Purnell says:

      Hi Jake, We apologize for the frustrations you have experienced. We’re currently experiencing IT issues with our website and are quickly working to resolve them. If you have any questions or would like additional support with our new online customer portal, please email us at customersupport@ugi.com. Thank you, UGI Social Team

  20. Otto F. Colborg says:

    I’m out of the country and my mail is being held until I return. I have not received my September statement therefore unable to reregister to obtain my September billing statement on-line. In addition I will not return until mid October. Is there any way for me to obtain the necessary information to pay my September bill using bill pay through my bank, which is the way I’ve been paying my UGI bills for the past 10 years or so? An international phone call is not an option. Thank You

    • Sidney Purnell says:

      Hi Otto, Thank you for reaching out to us. Please email customersupport@ugi.com with your account information and telephone number associated with your service address and a member our team will assist you. Thank you, UGI Social Team

  21. Gary says:

    Worst ever! Poor IT transition “team” if there is a team. I did not get a paper bill with new account info. Why not roll over to new billing system which is seamless to the Customer like the rest of the world !!! And what is with the FEE ? a FEE for something UGI instituted completely without timely customer notification. I am waiting for local TV coverage of this UGI debacle. Very bad!

    • Sidney Purnell says:

      Hi Gary, Thank you for your feedback. We apologize for the frustrations and inconvenience you have experienced on our behalf. We’d like to do our best to rectify the inconvenience you have experienced this month. Please email us at customersupport@ugi.com with your account information. Thank you, UGI Social Team

  22. Zoe Grey says:

    Wow I waited until Sept. 5 to register and now it states the account number should start with a 4 and my Sept. bill is still the old bill. So I waited and still can’t register and now my bill will be late. It is frustrating that my new Sept. bill doesn’t have the new account # on it. If I call can I get the new acct.# Thank you.

    • Sidney Purnell says:

      Hi Zoe, We apologize for the confusion we have caused and the frustration you have experienced. Please email us at customersupport@ugi.com with your account information and a member of our team will provide you with the information you’re looking and assist you with making a payment without the 3rd party service charge. Thank you, UGI Social Team

  23. Debra Gibbs says:

    “to make a payment on your current UGI bill without the 3rd party service fee, you may mail a check or pay by check over the phone at 800-276-2722 (8am-5pm, Monday-Friday)”
    Seriously….Many people work Monday thru Friday from 8am to 5pm and are not allowed to make personal phone calls during that time. Some people (like myself) drive an hour to and from work cutting my accessibility to your ridiculous “8 to 5” timeframe totally out of the picture because I have weekends only to pay my bills.
    So because UGI decided to cut off our auto payment and I have only weekends to pay bills (and oh by the way you chose to do all of this before a major travel holiday and I was away last weekend), I was charged the $3.95 this morning to make my payment. Really???? Please refund the $3.95

    • Sidney Purnell says:

      Hi Debra, We sincerely apologize for the inconvenience and frustrations you have experienced on our behalf this month and would like to work to rectify this for you. Please email us with your account information at customersupport@ugi.com. Thank you, UGI Social Team

  24. Stephanie Hantz says:

    I have my bill with my new account number. Tried to get on the auto pay with my new account number and it keeps saying invalid information.
    This must be a scam for UGI to get an additional $3.95 out of their customers. There should be no way that you could not have rolled over all account numbers to the new and allow customers to continue to pay on line. It would be cost effective for UGI too. This way you are printing, mailing bills and then opening envelopes with the return checks and then having to post the amount to accounts. What year is this???

  25. Debra Condon says:

    I mistakenly went ahead and made a one time payment online for the last bill I received due September 12. I thought this was the “September bill,” since I received a paper one in the mail. Turns out, ABC enrolled customers don’t need to do anything, which means I paid this bill twice, along with the added fee charge. Any way that this can be fixed? I did email customer service, but did not get a response after many days.

    • Sidney Purnell says:

      Hi Debra, We apologize for the confusion we have caused you and for the delay in our response. We’d like to rectify our mistake, please email us at customersupport@ugi.com with your account information. Thank you, UGI Social Team

  26. T. Zimmerman says:

    A lot of “sincere” apologies without much action to make YOUR transition easy for YOUR customers. Not good.

    • Sidney Purnell says:

      Hi T. Thank you for your feedback. We have passed it along to the appropriate supervisor. Thank you, UGI Social Team

  27. Dominick Murray says:

    My bill has no account number on it, so i cant make an online account?

  28. Kirsten Haas says:

    Not at all happy with this transition. Still have not received my new bill with my new account number and it is almost the middle of September. Also not at ALL pleased with the billing flub and then the “sorry, not sorry” letter that MY budget amount will increase to cover the UGI error. And I already sent an e-mail to your support address. Also, you might try posting actual solutions to issues instead of the “We sincerely apologize” message. It is quite insincere and unhelpful to me and your other customers.

    • Sidney Purnell says:

      Hi Kristen, Thank you for your feedback, we have passed it along to the appropriate supervisor. If you have any questions about the transition to our new system, please email us at customersupport@ugi.com. Thank you, UGI Social Team

  29. James R Slagle Jr says:

    I am clicking on Register and it goes no where. How am I to register when you site will not let me???
    If you are going to set something live you should test it before hand.

    • Sidney Purnell says:

      Hi James, We apologize for the frustration and inconvenience you have experienced with our new online customer portal. We are currently experiencing IT issues and are working quickly to resolve them. Please email us at customersupport@ugi.com if you have any additional questions about your new account. Thank you, UGI Social Team

  30. Peggy says:

    This “transition” is the biggest online payment SNAFU I’ve ever experienced. Your former online payment system with KUBRA was excruciatingly complex to set up and very slow to operate but I finally figured out how to use it.

    What kind of company screws up their “new and improved” billing to the extent UGI has just done? And THEN decides the customers must pay for it. I have SIX accounts and you want nearly $24 to “allow” me the convenience of paying my bills this month? Not going to happen.

    I attempted to register and pay one bill online last night only to discover it was impossible to schedule the payment for the due date. The form stated “Payment Date – 9/11/17” grayed out….no option to edit or change to the actual due date. Being self-employed, my estimated taxes are due 9/15/17. Big chunk of change. There is no way I want six gas bill payments to come out of my bank account before they are due.

    Another thing not addressed is if a new online account must be opened for each of the six accounts…or if they can all be registered under one main account.

    UGI – If those of us who operate small businesses treated our customers the way UGI is treating us, we’d be out of business. This transition process is absolutely pathetic and your “sincere apologies” are not sincere at all but at best a boiler place “copy and paste” – a truly pitiful and ineffective attempt to rectify things with your justifiably angry customers.

    At a minimum, UGI should be absorbing the cost of their own incompetence….which would not make up for the inconvenience to every customer but would probably dampen the outrage.

    • UGI Social Team says:

      Hi Peggy, Thank you for your feedback. We sincerely apologize for the frustration and inconvenience you have experienced on our behalf. We would like to make it up to you and assist you with all of our questions about our new customer portal. Please email us at customersupport@ugi.com with your account information. Thank you, UGI Social Team

      • Diana says:

        That’s exactly my problem with this ‘upgraded’ system. The payment date is grayed out and no longer editable. I want to schedule the payment for the DUE DATE not the CURRENT DATE in order to manage cash flow. What the bleep is wrong with UGI to design a system like this and then try to pawn it off as an ‘upgrade’.

        HOW IS TAKING AWAY THE FUNCTIONALITY OF SELECTING OUR OWN PAYMENT DATE AN UPGRADE?

        THIS NEEDS TO BE FIXED ASAP UGI and whoever made this decision to gray out the payment date option demoted or fired.

        • UGI Social Team says:

          Hi Diana, Thank you for your feedback. We apologize for the frustration and inconvenience we have caused you. To assist you with any questions you may have or payment issues, please email us customersupport@ugi.com with your account information so we can better assist you. Thank you, UGI Social Team

  31. Deborah K Carson says:

    I need to know if I set up an e-mail account which saves you billing costs and I receive my income 1st of month, but want to schedule payment on line on ie. Oct 3rd for Oct 27th pay date, will your new program allow this or do I have to wait and go online the day I want it pulled from my online bank account? Since your new system won’t let me register with my new number and NO ONE!! Should ever pay u 3.95 to pay their bill, not now not in the future. Extrememly Poor Customer Support/Service. I can’t get through on phone lines held long time twice yesterday and it disconnected me telling me electronically your phone system and back up phone support had problem call back later. You are the only company that I pay my bill via postal system due to wanting to rape your customers of fees they should never pay. U already overcharge every customer for expense fees that should be yours and not theirs if you want to distribute natural gas, ie. customer chargers of $14.60 a month. Their have been 3 months without enough gas use and yet u still make out like the GREED DRIVEN MONSTERS U’VE become. The public needs to start participating in these approvals of the Public Utilities Commission who grant u the right to charge customers for your expenses for doing business. Please just answer the online pay date ? ASAP. I may not be given a reasonable excuse to change over to your online system. Then u can quit waisting my time to try to make your expenses and my very responsible payable customer think u may have improved the billing 4 customers.

    • UGI Social Team says:

      Deborah, We’re sincerely sorry to hear your frustrations and we apologize for issues you’ve experienced with our phone service. We would like to right any inconvenience you have experienced as well as better assist you with the transition to our new online customer system. Please email us with your account information at customersupport@ugi.com. Thank you, UGI Social Team

  32. Ashley says:

    I pay all my bills online therefore do not typically buy stamps. I also do not want to pay a service fee. Given that this is UGI’s fault, why can’t we just wait to pay both bills once you have straightened this out??

    • UGI Social Team says:

      Hi Ashley, We apologize for the inconvenience we have caused you and would like to help you make a payment without the service charge. Please email us with your account information at customersupport@ugi.com so that we can better assist you. Thank you, UGI Social Team

  33. Kevin Bowersox says:

    Are you really charging your customers $3.95 to pay their bill for a mistake that you made? You should be very grateful you have a monopoly. I am charging UGI a $10.00 inconvenience fee due to the time they have wasted with their confusing communication strategy with customers. Please send the check to my home address. I hope this goes viral and short sellers hammer your stock.

    • UGI Social Team says:

      Hi Kevin, We sincerely apologize for the frustration and inconvenience you have experienced this month on our behalf. Please email us at customersupport@ugi.com with your account information so that we can rectify any inconvenience we have caused you during the transition to our new online customer information system. Thank you, UGI Social Team

  34. Paul says:

    So bad service that everytime the UGI upgrade the sytem and then all the information about the billing must be wiped out. The customers were forced to re-register and resulted in late payment. What kind of information service for billing is this ? Ask your IT dept to act more responsibly. Bad news is that the customer like me has no other alternative choice for gas service.

    • UGI Social Team says:

      Hi Paul, Thank for your feedback. We apologize for the frustrations you have experienced on our behalf this month. We would like to rectify any inconvenience you have experienced during this transition. Please email us with your account information at customersupport@ugi.com. Thank you, UGI Social Team

    • Kevin Bowersox says:

      Right there with you Paul. Hopefully they find a new CIO after this is all said and done.

  35. Timothy Doyle says:

    I agree with the others: online bill pay was once a convenience. You didn’t need to mail out a paper check and have issues with your postal service losing it (costing me another 25.00 to cancel it).
    Adding insult to injury: The site and online billing system are going throuh modification. You shouldn’t make your customers pay an additional (which I had to do) 3.95 on top of their bill because of a latency period of rolling out the new billing system. It’s not your customers fault it wasn’t ready.

    • UGI Social Team says:

      Hi Timothy, Thank you for your feedback. We apologize for the frustrations and inconvenience you have experienced this month on our behalf. Once you have received your new account number, which will be listed on the bill you receive after September 5, you will be able to register in our new online customer portal and make online payments without the 3rd party service charge. In the meantime, please allow us to rectify any inconvenience you have incurred during the transition. Please email us at customersupport@ugi.com with you account information and service address. Thank you, UGI Social Team

  36. Michelle says:

    I did not receive a bill in the mail to even enter an account number to register!

    • UGI Social Team says:

      Hi Michelle, We apologize for the confusion we have caused you. Please email us at customersupport@ugi.com with your service address and telephone number associated with your account and a member of our team will provide you with the information you’re looking for. Thank you, UGI Social Team

  37. Matthew says:

    Its a shame that this change has occurred with a convenience charge of 3.95. I recently called and customer service; they assured me that the 3.95 will not effect those that have already been paying their bill online. Consequently, there is the 3.95 charge. Between the pipe insurance and the convenience fee, nickel and diming seems to be on the forecast. Now its back to printing, sending it though the mail and having someone input the numbers into the computer after the customer sends in the bill. I cant see how this process is more efficient to UGI

    • UGI Social Team says:

      Hi Matthew, We apologize for the confusion and frustration we have caused you. We are waiving the $3.95 service fee for the month of September. Please email us at customersupport@ugi.com so that we can rectify any inconvenience as well as answer any questions you have about our new customer online portal. Thank you, UGI Social Team

  38. Deborah says:

    I am not paying a $3.95 fee to pay my bill online and I WILL NOT pay a late charge because you don’t offer an alternative.

    I attempted to phone the 800 number to make a pay-by-phone payment but I couldn’t get through.

    Please supply the billing address so I can mail a check.

    Thank you.

    • UGI Social Team says:

      Hi Deborah, We are waiving the $3.95 3rd party service charge for the month of September. Please email us at customersupport@ugi.com with your account information, including service address, so that we can better assist you as well as rectify any service charge you have been issued for the month of September. Thank you, UGI Social Team

  39. Heather Oneal says:

    I am also trying to make a payment that I did not know would not be debited this month as this new change makes zero sense… When trying to call in the payment as instructed it is trying to charge me the $3.95 fee. The same fee listed above that would be waived. Then you can not reach anyone to actually speak to them with this terrible automated service. How is this being handled and rectified?

    • UGI Social Team says:

      Hi Heather, thank you for your feedback. After listening to our customers’ feedback, UGI is waiving the 3rd party service charge for the month of September. Please email us at customersupport@ugi.com so we can better assist you with your current payment as well as rectify any inconvenience you may have incurred on our behalf. Thank you, UGI Social Team

  40. Angelo says:

    9/15/17 – received email with my new account number and notifying me I can register now. I go to the website and the register button does nothing. May want to make sure the link works before you email and instruct everyone to do something.

    • UGI Social Team says:

      Hi Angelo, Thank you for your feedback. We apologize for the inconvenience and frustration we have caused you this month. Please email us at customersupport@ugi.com with your account information so that we can better assist you. Thank you, UGI Social Team

  41. Loni says:

    still waiting on my bill.. and I’m paperless billing…cant even log in the old. I want to pay my bill but i don’t want to pay a fee to do so. You had messages set up for months to be ready we were, but now waiting on you

    • UGI Social Team says:

      Hi Loni, Thank you for your feedback. We apologize for the inconvenience and frustration you have experienced on our behalf this month. After listening to customer feedback, UGI is waiving fees for the month of September. Please email us at customersupport@ugi.com with your account information so we can better assist you as well as rectify any service charge you received this month. Thank you, UGI Social Team

  42. Mallory says:

    I had to pay a $3.95 charge to pay my bill. That’s unacceptable.Just because UGI upgraded their system doesn’t mean customers should be fleeced out of $3.95.Please refund….

    • UGI Social Team says:

      Hi Mallory, We apologize for the frustration and inconvenience you have experienced on our behalf. Please email us at customersupport@ugi.com with your account information so that we can rectify the $3.95 service charge to your account as well as answer any questions you may have about our new online customer portal. Thank you, UGI Social Team

  43. P M says:

    Dear UGI,

    Just become member without too much issue once I got new Account # starting with ‘4’ and it was bit difficult had to wait for e-mail but due-able, however new website looks good, I can understand amount of public frustration your team is dealing with right now.. Good Luck, ideally it should have been same account # and next time existing user login it migration should have been seamless, all these extra steps can be avoided, all can be blame on your upper mgmt IT folks..

    Regards,
    Concern Citizen..

    • UGI Social Team says:

      Hi P M, Thank you for your feedback. We sincerely apologize for the frustrations and inconvenience you have experienced on our behalf this month. If you have received a $3.95 service charge during this transition or have any questions about our new online customer portal, please email us at customersupport@ugi.com with your account information so we can better assist you. Thank you, UGI Social Team

  44. Deborah says:

    On the UGI Upgrade page on your website (https://www.ugi.com/upgrade/), you state this:

    —- “UGI customers who were previously enrolled in eBill will also receive email notifications that will include their new account number.” —-

    I did NOT receive an email with a new account number.
    I did NOT receive a paper bill in the mail.
    I have NOT been able to get through to the 800 number.

    All I want is my new account number. Why did you make this so difficult?

    • UGI Social Team says:

      Hi Deborah, We apologize for any confusion or frustration you have experienced on our behalf this month. Please email us with your account information, including service address and telephone number, at customersupport@ugi.com and a member of our team will provide you with your new account number as well as answer any questions you have have about our new online customer portal. Thank you, UGI Social Team

  45. LJA says:

    I received the paper bill and just registered successfully. I was, however, very disappointed to find that none of the old usage history appears in the new account website. Given that the account number changed, this really isn’t too surprising, although I do wonder how UGI can calculate the budget billing amount going forward, without having that account history on file.

    A different thing — i tried to sign up for notifications by Text Message, and found that the only option on that page permitted email notifications (even though the button going to that page said “sign up for email and text alerts!”)

    • UGI Social Team says:

      Hi LJA, Thank you for your feedback. We have forwarded your information about text alerts to our IT team. In response to the former part of your comment, please email us at customersupport@ugi.com with your account information so that a member of our team can provide you with your usage history, as well as answer any additional questions about your transition to our new online customer portal. Thank you, UGI Social Team

  46. Wendy B says:

    I am just as frustrated as the rest. I did NOT receive an email nor have I received a new bill. I’m trying to pay my bill online as I am NOT at my residence I do these things on the weekend and I should not be put at an inconvenience. We should have been able to keep our current account numbers or you simply should have added a 4 in front of them without all this hassle.

    • UGI Social Team says:

      Hi Wendy, We apologize for the inconvenience and frustration we have caused you on our behalf. Please email us with your account number, including service address, to customersupport@ugi.com so that a member of our team can better assist you with the transition to our new online customer portal. Thank you, UGI Social Team

  47. Fred Maurer says:

    I just tried to pay on the phone and the message still says I will be charged $3.95. Why should your customers have to contact you by email to remove this change? Update the message and say that payment on the phone will be without a service charge. You really dropped the ball on this one!

    • UGI Social Team says:

      Hi Fred, Thank you for your feedback. We apologize for the frustration and inconvenience we have caused you. If you received a 3rd party service charge for a payment made this month, please email us with your account number at customersupport@ugi.com. We apologize again for the frustrations we have caused. Thank you, UGI Social Team

  48. Tim says:

    UGI: Thank you for making a simple process complicated. I’ve been unable to access my account since your change. Genius move, really! I genuinely wish you weren’t monopolizing the area, but what can I do?

    • UGI Social Team says:

      Hi Tim, We apologize for the frustration we have caused you. Please email us with your account information at customersupport@ugi.com and a member of our team will assist you with access your account information and getting set up in our new online customer portal. Thank you, UGI Social Team

  49. Raj says:

    I have several accounts for my small business with UGI, I used to have paperless billing and online payment. I did not receive new bills for most of my accounts and I don’t know how to get all my account new numbers. This change is ridiculous and not well thought of at all! We are in technology age, you should have hired A+ technical software people to make the switch seamless!! you have created a mess and we are all victims šŸ™ and paying for it. so customer unfriendly indeed!!!

    • UGI Social Team says:

      Hi Raj, Thank you for your feedback. We apologize for the inconvenience we have caused you during this transition. Please email us at customersupport@ugi.com a member of our team will provide you with your new account numbers as well as answer any questions you may have about our new online customer portal. Thank you, UGI Social Team

  50. Rosa Kurtz says:

    Tried Calling UGI to pay my bill over the phone as i haven’t received my paper bill yet to pay on time, but whenever i do im on hold for a split second until it hangs up on me. Just trying to access my account so i dont get charged a late fee!

    • UGI Social Team says:

      Hi Rosa, We apologize for the issues with our phone system. Please email us at customersupport@ugi.com with your account information and a member of our team will assist you with the transition to our new online customer portal. Thank you, UGI Social Team

  51. Alicia says:

    I’m trying to pay my bill on Sunday, Sept.17, the day before it’s due. Your “new” system isn’t available like it’s supposed to be. I didn’t know that you postponed the September 5 set up date until I tried to pay on your site today. You say that we can pay over the phone with a check for no fee, but when I called it said your hours are Monday through Friday 9-5 to speak to someone to do that. Come on!!! I work 9-6 on Monday, the day my bill is due, so that’s not possible. I’m being forced to pay a $3.95 service fee. I WANT A REFUND FOR THE SERVICE FEE. This is really poor planning on your part, UGI. Your customers shouldn’t have to pay the price.

    • UGI Social Team says:

      Hi Alicia, We apologize for the frustration and inconvenience we have caused you. Please email us with your account information at customersupport@ugi.com and a member of our team will rectify any 3rd party service charge you received this month. Thank you, UGI Social Team

  52. David J. Reimer Sr. says:

    So much for the world going paperless. UGI will wait for my check from now on. I’ll save $3.45 and instead of getting my money immediately, you will wait for my check, then wait till the check clears. This is non sense. Paying all my bills online and UGI is the first to charge for taking an electronic payment. Whatever, it’s your business not mine.

    • UGI Social Team says:

      Hi David, We apologize for the confusion and frustration we have caused you. Please email us at customersupport@ugi.com with your account information and a member of our team will rectify any 3rd party service charge you may have received during this transition. Once you have established your new account in our online customer portal you will no longer be charged a 3rd party service fee for online payments. Thank you, UGI Social Team

  53. Diana says:

    Here is what an actual UPGRADE would look like:

    It would not remove the functionality of your customers actually choosing their own payment date. Maybe UGI employees don’t have to worry about managing cash flow, but the rest of us do. Some of us live paycheck to paycheck and need to wait until payday to have the money removed from our account.

    It would allow us the option to register without automatically turning on paperless billing. Frankly, how dare you force me to accept not receiving a hard copy bill a condition of actually having a registered account?

    It would not have taken away the ability to set up alerts. I do not always see every single email out of the hundreds of emails I get on a weekly basis. Under this new ‘upgrade’ I do not see the ability to get warnings if my bill is nearing the due date.

    Taking away options is not an improvement. Sure, it’s great to have the ability to pay online now for free for a one-time payment, but once again you are stuck paying on that exact date.

    Some of us want to be responsible and pay our bills ON TIME but not necessarily on the exact date we set up the payment. Why on earth would this ability be taken away? What possible reason did you have to do that? Did you even beta test this? If so, with whom kids on an iPad whose parents pay their bills? FIX IT UGI !!!

  54. Heinz says:

    Sad to say that this appears to be one of the worst transitions that I have seen in a long time. I thought I was the only one that was confused. But, now reading all these comments I am just one of many. I finally paid the bill with a paper check (yes, I had to dust off a book of stamps).

    Next transition, please call me. I think I could help.

    • UGI Social Team says:

      Hi Heinz, We apologize for the frustration and confusion we have caused you. Please email us at customersupport@ugi.com if you have any additional questions about your transition to our customer information and billing system. Thank you, UGI Social Team