Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I appreciate the company offering myself a "personal" payment plan. Although, I did call them and reject this "personal" payment plan as they failed to mention in their response. As a consumer, I do not want to be setup on a payment plan for a payment I am not personally responsible for and the corporation is. When I rejected the payment plan and notified the company of so, I also asked them to take the outstanding amount that they transferred off of my other commercial account [redacted]. National Fuel transferred the outstanding balance from the property in question to my business at [redacted] and threatened if I did not pay it, they would shut off service at my business (never mentioning they would place the delinquent amount against my personal credit). I explained to them they could not do this and I would bring a law suit against them for the loss of revenue if they shut of service at my business while we would not be in operation. They agreed to transfer the outstanding balance back of off my commercial account at [redacted]. Although since National Fuel set a precedent that "[redacted]" was not responsible as a sole individual for this outstanding bill by removing it from my business account, it is unethical to then post the delinquent amount against my personal credit! If they feel they are entitled to an outstanding bill from an LLC they must bring action against [redacted] that owned the service and utilized the service while they owned the building. There was no tenant in the building and to hold an officer of the limited liability corporation personally responsible in an attempt to pierce the corporate veil without proper court order is unjustifiable. Just because I setup the account for the LLC I never agreed to be personally responsible for any bills invoiced. If this is not removed from my personal credit I reserve the right to take action in court against National Fuel and recover all damages incurred by their negligence. My attorney has been CC'd on this matter.
Regards,
[redacted]
Greetings,
Below is a copy of the information sent to Mr. [redacted]. In addition to the letter a list of suppliers was sent. Please advise if you need additional information.
Thank you,
[redacted]
National Fuel
Date: March 20, 2015
Dear Mr....
[redacted],
Thank you for alerting us to your concern regarding the contact you had with our company on 3/11/15. I assure you, safety is our first priority. A review of your account was completed and below are the results of this review.
Our records indicate on 3/11/15 you contacted our Customer Response Center and stated your carbon monoxide detector was going off. The representative asked if you were experiencing any symptoms of carbon monoxide such as fatigue, dizziness or nausea. You responded you did not have symptoms, and she advised to contact a qualified contactor. You stated that this was a new detector, that your previous detectors also had gone off and when National Fuel came out in the past, no issues were found.
When National Fuel receives a call due to a carbon monoxide detector alarm going off, our standard practice is to ask whether there are any symptoms of carbon monoxide poisoning. When there are carbon monoxide symptoms our representative conferences the call with the appropriate 9-1-1 emergency response center. National Fuel, along with 9-1-1 emergency responders, are dispatched to the premise. Our service personnel are not trained nor do they have the parts/equipment to remedy a piece of equipment emitting high levels of carbon monoxide. So when carbon monoxide is detected National Fuel shuts off the meter to make the situation safe, and advises the customer to contact a qualified contractor.
Because you stated there were no symptoms, you were appropriately advised to contact a qualified contractor. After providing this advice, if a customer is still concerned about the possibility of a carbon monoxide, we train our representatives to encourage the caller to contact 9-1-1. I apologize the representative failed to follow this protocol, and assure you this has been addressed with her.
You stated in your complaint that National Fuel has come out in the past when you reported your carbon monoxide detector alarm going off. In June 2014 National Fuel responded to two separate reports of gas leaks at your home. In both calls it was stated there was a combination gas alarm and carbon monoxide detector, and the leak detector alarm was going off. National Fuel responds to all reports of gas leaks, so in both cases emergency orders were taken and dispatched. If leaks are found on National Fuel's side of the meter we will make the repairs. However when leaks found on the houseline repairs are the responsibility of the customer, and the gas service is shut off to make the situation safe.
There is a difference in procedures between a report of a gas leak versus a report of a carbon monoxide situation. Both procedures are in accordance with the regulations set by the New York State [redacted], along with the "best practices" established by a compilation of New York State utilities.
In response to your request for information on other service providers there is a current list of suppliers attached. You may also visit our website at [redacted].com to view a list of providers in your area.
You state that you had a qualified contractor identify and correct the unsafe conditions at your home. I know that it can be unsettling to know you had these dangerous situations, and encourage to continue to call National Fuel if you are experiencing symptoms of carbon monoxide, or you notice a smell of natural gas. Call these emergency situations to ###-###-####, 24 hours a day, 365 days a year.
If you have any additional questions regarding this concern, please contact us at ###-###-####.
Mr. [redacted] applied for gas service over the phone 3/21/16 at approximately 2:25 PM. We were unable to verify Mr. [redacted] identify so we advised him to stop at one of our offices with the required documentation or fax that information to us. The phone representative who took...
the phone call generated a followup letter to send to the customer advising him of, in writing, what he needed to provide in order to start gas service. Mr. [redacted]' documentation was received around 4:10 PM on 3/21/16 and his unlock order was released. The unlock order was worked on 3/22/16 at 10:54 AM which started gas service in Mr. [redacted]' name. Since we are unable to cancel a letter once it is created, Mr. [redacted] received the letter requesting documentation after he had already provided the information to us and after his gas service was already started. We contacted Mr. [redacted] regarding the timing of the letter and advised him that he did not need to provide us with any additional information. Mr. [redacted] did not have any additional concerns at this time.
On April 17, 2015, NFG mailed the complainant's billing statement. The total amount of the bill was $355.83 and it was due on May 10, 2015. This statement included charges of $148.22 for servcie from Marcdh 17, 2015 - April 14, 2015, a late payment charge of $.76 and the past due balance...
of $204.55. The billing statement was sent to the premise address and the billing statement was not returned by the [redacted].
On April 17, 2015 NFG also mailed a ten day termination notice to the customer. The ten day termination notice indicated that the complainant needed to pay at least $130.25 before April 30, 2015 or call our office to see if he was eligible for a payment agreement or any special assistance programs. The termination was mailed to the premise address and not returned by the [redacted].
On April 23, 2015 at 12:27pm, NFG attempted to contact the customer by telephone regarding the past due balance, but there was no answer.
On April 24, 2015 at 7:59 pm, we again attempted to contact the customr by telephone regarding the balance; however again there was no answer.
On May 4, 2015 the service was shut off for non payment at [redacted]., [redacted], [redacted], ** [redacted].
Company records show there was no contact by customer prior to the gas being shut off to request an extension to pay or a payment agreement.
On May 4th, the customer contacted our office regarding the termination of his service. Our representative explained that the amount that was needed to restore his service was $130.25 plust a $69. reconnection fee. Mr. [redacted] contacted our office later that day to explain he made the required payment. Once our representative confirmed that the required payment was made, a reconnection order was scheduled on May 6, 2015 to restore the gas service.
Gas service was restored on May 6, 2015.
This is my edited outcome part of my complaint. I want help due to my age, I am a retired person, also. I am 63 and live on a fixed income. Ask National Fuel to adjust my Bill, and don't charge me for meter readings after my Gas Meter was locked in the first week of June 2014 Remove the $3,107 -$3,618 or more charges, find out the updated charges and contact Diversified Adjustment, Collection to end the charges there, 1-800-279-3733 Payments service. Repair my credit score statement. Get my refund of the money sent to Collections. I need an immediate Gasline repair, I suspect someone nearby cut my Gasline and broke it . I want to be placed on, a LICAAP program for assisting the elderly with a hardship case, I am using too much Kerosene Oil. the expense is too high, I need $400 worth a month to stay warm.
Good morning,We would like to apologize for the delay in sending the check out to Mr. and Mrs. [redacted]. The check requisition was expedited on 8/3/16 after the customer had contacted National Fuel regarding the status of their check. We contacted Mrs. [redacted] on 8/8/16 and advised her that...
the check was mailed to them on 8/5/16. The check was cashed by the customer on 8/8/16. Sincerely,National Fuel
Good afternoon, National Fuel met with Mr. [redacted] on 5/8/17 to discuss the where Mr. [redacted] thought we had damaged his drain tile. A plumber was sent to the site on 5/9/17 to get a visual inspection of the drain tile system using a remote camera. The investigation revealed that...
there was no damage to the drain tile system. A National Fuel foreman left a message with Mr. [redacted] on 5/9/17 with the results of the investigation and provided a call-back number if he had any additional questions. Sincerely, National Fuel Customer Service
Good afternoon, Due to a clerical error, National Fuel issued two checks rather than one check to refund the money owed to Mr. [redacted]. The first check for $278.91 was issued on 8/10/16 and deposited by Mr. [redacted] on 8/25/16. The second check for $137.42 was issued on 8/12/16 and...
deposited by Mr. [redacted] on 8/17/16. We spoke with Mr. [redacted] on 8/25/16 and he confirmed that he did receive and deposit the second check. We apologize for the incorrect direct debit payment that was posted to his account that created this issue. Sincerely, National Fuel
We contact Ms. [redacted] and made an agreement on the full balance owed which was satisfactory to her. If she has any further difficulties, she was given a number to contact us.
Good morning,On June 13, 2016, the customer contacted our office regarding his high bill. He was questioning a balance that was transferred to his account. The call was referred to a supervisor who investigated the situation. The investigation found that the balance transferred was...
the customer’s son’s account who had the same first and last name but different middle initial. The supervisor removed the balance of the son’s account and the late payment charges associated with that balance. The customer stated he was satisfied with the results of the investigation.On July 18, 2016, the customer contacted our office because the outstanding balance removed from his account was reported on his credit file. The representative entered a bill dispute for our company to investigate the situation. On July 19, 2016, our supervisor contacted the customer and explained that the company is investigating the situation.On July 20, 2016, our supervisor contacted the company’s Credit and Collections department to notify the collection agency of the correction and to remove it from the customer’s credit report.On July 28, 2016, our company completed the bill dispute, notified the customer in writing that he was not responsible for the balance that was transferred to his account and that our Credit and Collections department had pulled this account back from the outside collection agency.On March 6, 2017, the customer contacted our office, because he reviewed his credit report and found that the debt had not been removed from his credit report. Our representative notified our Credit and Collections department of this information. The Credit and Collections department requested a copy of the customer’s Experian report. Our Credit and Collections department confirmed that the collection agency was notified to remove credit item from the customer’s credit report when the dispute was completed in July, 2016On March 9, 2017, the customer provided us with a copy of his Experian report. The credit report from Experian was forwarded to our Credit and Collections department. The outside collection agency was instructed to remove this credit item from the customer’s credit file and to send the customer a letter notifying him that this has occurred.On March 10, 2017, our supervisor contacted the customer to explain that the outside collection agency has been notified of their error and to remove the credit item from his credit report. The supervisor also explained that a letter would be sent to him directly from the collection agency to confirm that his credit report has been corrected. The customer was satisfied with our resolution and that he will be notified in writing by the outside collection agency that his credit report has been corrected.Sincerely, National Fuel Customer Service
[redacted] this is the picture where the bottom of the siding was damage from the bulldoser hitting the coner post and siding removed at bottom where they install gas lines. I have faxed over the information from [redacted]. stating what needs to be done. Thank you
All across the bottom the siding was cut and the corner post was damaged from the bulldoser digging up the front lawn.
We received the complaint Revdex.com [redacted] by US Mail from the Revdex.com for Mr. [redacted] S. [redacted]. We called and spoke with Mr. [redacted] who is the owner of the property The customer states he called in April 2013 to lock the service at 61 [redacted] Street, Buffalo New York. We do see...
there is a contact on 4/3/13 from Mr. [redacted] regarding a collection termination notice. Mr. [redacted] is the owner of the premise and the account was coded shared meter which means we cannot shut off the service unless the entire premise is vacant as his meter supplied service to the upper apartment. There was a payment made on April 29, 2013 and there were other contacts in August 2013. The house has been demolished. We did offer to cancel all of the bills from May 2013 through September 2013 when the meters were finally locked. This reduced the billing by $107.38 which leaves a balance due of $566.96 which is the amount due after he made his last payment on April 29. 2013. We offered to make a final bill agreement with Mr. [redacted] on the balance due. We are waiting to hear back from the customer with proof of payments he states he made monthly on this account.
[redacted]
Our company records show that the complalinant is notified electronically through e-mail when her billing statement is ready.
On March 19, 2015 the company generated the billing statement for $330.99 due April 9, 2015. This statement included her current charges of...
$96.01 for Service from February 18, 2015 to March 17, 2015, late payment charges of $3.44 and her past due balance of $231.54.
On March 20, 2015, the company mailed a 10 day termination notice in the amount of #231.54 for April 2, 2015. The company mails termination notices through the [redacted], these are not electronically mailed to the customer. The notice was not returned by the post office.
On March 26, 2015 at 5:24 pm the company attempted to reach the customer by telephone regarding the termination notice - no answer.
On March 27, 2014 at 3:04 pm the company made a second attempt to reach the customer. A message was left on the answering machine to contact our company.
March 30, 2015 - the company received a payment of $150. After the payment was applied to the customer's account, a balance of $81.54 remained due to stop the termination notice and avoid the gas being turned off.
On April 20, 2015, the complainant's gas was shut off for the $81.54 remaining on the original termination notice.
Company records indicate there was no contact by the customer prior to the gas being shut off for non payment to inquire about making a partial payment, request an extension to pay the balance or to make a payment agreement on the outstanding balance due.
April 21, 2015, the required amount was paid to restore service and an order was scheduled for 4/23/2015.
April 23, 2015, the gas service was restored.
National Fuel has backdated the adjustment - the customer has been billed only to the final date of April 2, 2015. At this time the total balance on the account due as of 4/2/15 is $549.47.
Re: Complaint ID #[redacted]
Our company records show the complainant contacted our company on November 22, 2013 requesting to establish service in his name. Our company initially requested that the complainant pay a security deposit before the service could be turned on. The...
complainant’s application for service was reviewed by a supervisor. The supervisor determined that the complainant did not need to pay a security deposit in order to have the service turned on in his name. Although the complainant was not required to pay a security deposit prior to the service being turned on, National Fuel reserves the right to require a security deposit from a commercial account should the customer fail to make payments on time. The complainant requested that the service be established in his name as of November 25, 2013 and accepted responsibility for the account.
The initial bill for service was issued on January 3, 2014. Full payment for the initial bill was received on January 16, 2014 which was prior to the due date. Subsequent monthly bills were issued on February 3, 2014 and March 4, 2014. These bills were sent to the same address as the January bill, but payment was never received for the February and March bills.
The account was finalized when a new party requested that service be established in their name. A final bill was issued for the complainant on March 21, 2014.
Our records show on June 17, 2014 the complainant contacted our company regarding his unpaid final bill. We offered to make a six month payment agreement with the complainant on his unpaid final bill. The complainant said he would discuss this with his partners and call us back. The complainant did not call back to make a payment agreement.
Company records show there was no request by the complainant to remove the service from his name and have it established in the corporation’s name.
Our company is still willing to offer the complainant a final bill agreement in which the complainant can pay the balance in six monthly installments.
A verify company reading was obtained and Mr. [redacted] finaled account was adjusted based on the reading. In our conversation with Mr. [redacted], he was satisfied with the adjustment and was offered a final bill agreement for 6 months at $83 per month. At his request, we sent the agreement to...
him with the first payment due 5/9/2015. All subsequent payments will be due the 9th of each month. He was advised that as long as the payment were received on time this will prevent this debt being reported to a credit bureau. Mr. [redacted] was satisfied with the results.
Good afternoon,National Fuel attempted to contact Ms. [redacted] on 12/13/16, 12/15/16, 12/20/16, and 12/22/16. We did speak to her on 12/15/16 to explain that there were two different accounts that were in her name for that address since she closed (locked) the first one and then...
needed service resumed. During the 12/15/16 conversation, Ms. [redacted] was advised that the two different balances were for the two separate accounts that she had with us. We spoke to Ms. [redacted] today (12/22/16) and she plans to pay off the balance today. National Fuel will contact the credit agency once the payment has posted to clear her credit record. We will also send Ms. [redacted] a letter indicating that she has a zero balance once the payment posts.Sincerely,National Fuel Customer Service
National Fuel and the contractor reached out to Mr. [redacted] on 7/22/16 and advised him that the repairs should be completed by Tuesday, 7/26/16. The repairs were made on 7/26/16. Mr. [redacted] called Todd on 7/28/16 shortly after 5 PM and said that he was happy with our response...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
So, my gas was turned off for non payment of $80something dollars, yet I was being charged almost $70 to turn my service back on and an additional $100 for a security deposit (charges more than what I owe). My mother, being in public assistance, owes more than $900 and her gas doesn't get turned off bc she's on welfare. Plus, even though my gas was so quick to be turned off and at best they left a msg to call back that was confirmed by myself (nothing about my service being turned off), it took 2 additional days after my money was taken, to turn my gas back on (at the end of the day7:45 pm). Also, I had to take off of work and had my 3 1/2 year old with me. Our house was 48 degrees, my daughter's beta fish had died bc it was a warm water fish. It was only 55 degrees at most outside. I made several calls bc I'm pregnant, and my daughter and I were both getting sick from lack of heat for 3 days total (again from owing $84). I even stated I get paid that Friday and gladly would pay the balance but was told nothing was getting turned on until full payment was recieved. Again, I've been a customer for over 10yrs at least and have never had any problems. It's my fault for just dealing with online only option for bills bc the emails got mixed in with the spam. Also, my neighbor was on vacation and the letter sent to "me", was in her box which is why I suggested certified mail or even a note on my door like when they shut my gas off to begin with.
Regards,
[redacted]
We contacted the customer after receiving the Revdex.com complaint. Previously we had forwarded all the information regarding the bill up of the non-registering meter. It was explained that on January 7th an actual reading of the meter was taken at 2994 and a bill was issued for $243.41. National...
Fuel is on a bi-monthly reading schedule so the February bill was estimated. In March an actual meter reading was reported of 2994 and our system automatically adjusted February bill for "0" consumption net bill $22.54 and March bill "0" consumption for $18.32. The April billing was an estimated bill and May the reported read was again 2994 adjusting the billing for April and May issuing both "0" consumption and bills for $18.66 and $17.79. Unfortunately this occured again in July when an actual was reported of 2994 and in September when the customer called in a final reading of 2994 as they were moving. After reviewing the account it was determined that the meter stopped registering in January when the actual read was 2994. Subsequently, an adjustment was done to bill the customer for gas they had used and not been charged for. The total consumption based on the inaccurate meter reads billed from February through September 2014 was "0" rendering total net bills for the 8 month period of $152.06. We review prior history to establish a Billing Factor which was used to refigure each monthly bill beginning in February 2014 - through the final bill in September 2014. The total bill up minus any payments and credits rendered an adjustment of $884.98. All information regarding this bill up was forwarded to the customer. When we received the Revdex.com complaint we again called the customer. We reiterated how we determined what was used basing our adjustment on prior years history. At this time we offered the customer a "conservation credit reduction of 20% or the bill up equal to $177." The customer is not willing to pay anything as they feel the bills that they received should have been correct and that is what we billed and that is what they paid. We explained that if they would look back in the previous year from February 2013 through May 2013 they used a consumption total of 896 ccf and a total net billing of $836.32 and for 2014 "0" consumption with net bills totaling $152.06. Further we explained that 2014 was 17% colder than 2013 and the adjustment showed an increase consumption of 10%. We apologized for the inconvenience this matter caused however they would be responsible for the billing. We offered them a 40% conservation credit or $354. for failure to correct this in a timely manner, leaving a balance due of $530.98 and an arrangement spread out over 10 months to pay off the balance. Also advised if they needed more time we would work with them. The customer is NOT willing to pay ANYTHING of the bill up - she feels the bills we originally sent were correct and will take this matter further. Unfortunately at this time the customer is NOT SATISFIED.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I appreciate the company offering myself a "personal" payment plan. Although, I did call them and reject this "personal" payment plan as they failed to mention in their response. As a consumer, I do not want to be setup on a payment plan for a payment I am not personally responsible for and the corporation is. When I rejected the payment plan and notified the company of so, I also asked them to take the outstanding amount that they transferred off of my other commercial account [redacted]. National Fuel transferred the outstanding balance from the property in question to my business at [redacted] and threatened if I did not pay it, they would shut off service at my business (never mentioning they would place the delinquent amount against my personal credit). I explained to them they could not do this and I would bring a law suit against them for the loss of revenue if they shut of service at my business while we would not be in operation. They agreed to transfer the outstanding balance back of off my commercial account at [redacted]. Although since National Fuel set a precedent that "[redacted]" was not responsible as a sole individual for this outstanding bill by removing it from my business account, it is unethical to then post the delinquent amount against my personal credit! If they feel they are entitled to an outstanding bill from an LLC they must bring action against [redacted] that owned the service and utilized the service while they owned the building. There was no tenant in the building and to hold an officer of the limited liability corporation personally responsible in an attempt to pierce the corporate veil without proper court order is unjustifiable. Just because I setup the account for the LLC I never agreed to be personally responsible for any bills invoiced. If this is not removed from my personal credit I reserve the right to take action in court against National Fuel and recover all damages incurred by their negligence. My attorney has been CC'd on this matter.
Regards,
[redacted]
Greetings,
Below is a copy of the information sent to Mr. [redacted]. In addition to the letter a list of suppliers was sent. Please advise if you need additional information.
Thank you,
[redacted]
National Fuel
Date: March 20, 2015
Dear Mr....
[redacted],
Thank you for alerting us to your concern regarding the contact you had with our company on 3/11/15. I assure you, safety is our first priority. A review of your account was completed and below are the results of this review.
Our records indicate on 3/11/15 you contacted our Customer Response Center and stated your carbon monoxide detector was going off. The representative asked if you were experiencing any symptoms of carbon monoxide such as fatigue, dizziness or nausea. You responded you did not have symptoms, and she advised to contact a qualified contactor. You stated that this was a new detector, that your previous detectors also had gone off and when National Fuel came out in the past, no issues were found.
When National Fuel receives a call due to a carbon monoxide detector alarm going off, our standard practice is to ask whether there are any symptoms of carbon monoxide poisoning. When there are carbon monoxide symptoms our representative conferences the call with the appropriate 9-1-1 emergency response center. National Fuel, along with 9-1-1 emergency responders, are dispatched to the premise. Our service personnel are not trained nor do they have the parts/equipment to remedy a piece of equipment emitting high levels of carbon monoxide. So when carbon monoxide is detected National Fuel shuts off the meter to make the situation safe, and advises the customer to contact a qualified contractor.
Because you stated there were no symptoms, you were appropriately advised to contact a qualified contractor. After providing this advice, if a customer is still concerned about the possibility of a carbon monoxide, we train our representatives to encourage the caller to contact 9-1-1. I apologize the representative failed to follow this protocol, and assure you this has been addressed with her.
You stated in your complaint that National Fuel has come out in the past when you reported your carbon monoxide detector alarm going off. In June 2014 National Fuel responded to two separate reports of gas leaks at your home. In both calls it was stated there was a combination gas alarm and carbon monoxide detector, and the leak detector alarm was going off. National Fuel responds to all reports of gas leaks, so in both cases emergency orders were taken and dispatched. If leaks are found on National Fuel's side of the meter we will make the repairs. However when leaks found on the houseline repairs are the responsibility of the customer, and the gas service is shut off to make the situation safe.
There is a difference in procedures between a report of a gas leak versus a report of a carbon monoxide situation. Both procedures are in accordance with the regulations set by the New York State [redacted], along with the "best practices" established by a compilation of New York State utilities.
In response to your request for information on other service providers there is a current list of suppliers attached. You may also visit our website at [redacted].com to view a list of providers in your area.
You state that you had a qualified contractor identify and correct the unsafe conditions at your home. I know that it can be unsettling to know you had these dangerous situations, and encourage to continue to call National Fuel if you are experiencing symptoms of carbon monoxide, or you notice a smell of natural gas. Call these emergency situations to ###-###-####, 24 hours a day, 365 days a year.
If you have any additional questions regarding this concern, please contact us at ###-###-####.
Cc: Revdex.com
Sincerely,
[redacted]
Manager,
National Fuel
Mr. [redacted] applied for gas service over the phone 3/21/16 at approximately 2:25 PM. We were unable to verify Mr. [redacted] identify so we advised him to stop at one of our offices with the required documentation or fax that information to us. The phone representative who took...
the phone call generated a followup letter to send to the customer advising him of, in writing, what he needed to provide in order to start gas service. Mr. [redacted]' documentation was received around 4:10 PM on 3/21/16 and his unlock order was released. The unlock order was worked on 3/22/16 at 10:54 AM which started gas service in Mr. [redacted]' name. Since we are unable to cancel a letter once it is created, Mr. [redacted] received the letter requesting documentation after he had already provided the information to us and after his gas service was already started. We contacted Mr. [redacted] regarding the timing of the letter and advised him that he did not need to provide us with any additional information. Mr. [redacted] did not have any additional concerns at this time.
On April 17, 2015, NFG mailed the complainant's billing statement. The total amount of the bill was $355.83 and it was due on May 10, 2015. This statement included charges of $148.22 for servcie from Marcdh 17, 2015 - April 14, 2015, a late payment charge of $.76 and the past due balance...
of $204.55. The billing statement was sent to the premise address and the billing statement was not returned by the [redacted].
On April 17, 2015 NFG also mailed a ten day termination notice to the customer. The ten day termination notice indicated that the complainant needed to pay at least $130.25 before April 30, 2015 or call our office to see if he was eligible for a payment agreement or any special assistance programs. The termination was mailed to the premise address and not returned by the [redacted].
On April 23, 2015 at 12:27pm, NFG attempted to contact the customer by telephone regarding the past due balance, but there was no answer.
On April 24, 2015 at 7:59 pm, we again attempted to contact the customr by telephone regarding the balance; however again there was no answer.
On May 4, 2015 the service was shut off for non payment at [redacted]., [redacted], [redacted], ** [redacted].
Company records show there was no contact by customer prior to the gas being shut off to request an extension to pay or a payment agreement.
On May 4th, the customer contacted our office regarding the termination of his service. Our representative explained that the amount that was needed to restore his service was $130.25 plust a $69. reconnection fee. Mr. [redacted] contacted our office later that day to explain he made the required payment. Once our representative confirmed that the required payment was made, a reconnection order was scheduled on May 6, 2015 to restore the gas service.
Gas service was restored on May 6, 2015.
This is my edited outcome part of my complaint. I want help due to my age, I am a retired person, also. I am 63 and live on a fixed income. Ask National Fuel to adjust my Bill, and don't charge me for meter readings after my Gas Meter was locked in the first week of June 2014 Remove the $3,107 -$3,618 or more charges, find out the updated charges and contact Diversified Adjustment, Collection to end the charges there, 1-800-279-3733 Payments service. Repair my credit score statement. Get my refund of the money sent to Collections. I need an immediate Gasline repair, I suspect someone nearby cut my Gasline and broke it . I want to be placed on, a LICAAP program for assisting the elderly with a hardship case, I am using too much Kerosene Oil. the expense is too high, I need $400 worth a month to stay warm.
Good morning,We would like to apologize for the delay in sending the check out to Mr. and Mrs. [redacted]. The check requisition was expedited on 8/3/16 after the customer had contacted National Fuel regarding the status of their check. We contacted Mrs. [redacted] on 8/8/16 and advised her that...
the check was mailed to them on 8/5/16. The check was cashed by the customer on 8/8/16. Sincerely,National Fuel
Good afternoon, National Fuel met with Mr. [redacted] on 5/8/17 to discuss the where Mr. [redacted] thought we had damaged his drain tile. A plumber was sent to the site on 5/9/17 to get a visual inspection of the drain tile system using a remote camera. The investigation revealed that...
there was no damage to the drain tile system. A National Fuel foreman left a message with Mr. [redacted] on 5/9/17 with the results of the investigation and provided a call-back number if he had any additional questions. Sincerely, National Fuel Customer Service
Good afternoon, Due to a clerical error, National Fuel issued two checks rather than one check to refund the money owed to Mr. [redacted]. The first check for $278.91 was issued on 8/10/16 and deposited by Mr. [redacted] on 8/25/16. The second check for $137.42 was issued on 8/12/16 and...
deposited by Mr. [redacted] on 8/17/16. We spoke with Mr. [redacted] on 8/25/16 and he confirmed that he did receive and deposit the second check. We apologize for the incorrect direct debit payment that was posted to his account that created this issue. Sincerely, National Fuel
We contact Ms. [redacted] and made an agreement on the full balance owed which was satisfactory to her. If she has any further difficulties, she was given a number to contact us.
Good morning,On June 13, 2016, the customer contacted our office regarding his high bill. He was questioning a balance that was transferred to his account. The call was referred to a supervisor who investigated the situation. The investigation found that the balance transferred was...
the customer’s son’s account who had the same first and last name but different middle initial. The supervisor removed the balance of the son’s account and the late payment charges associated with that balance. The customer stated he was satisfied with the results of the investigation.On July 18, 2016, the customer contacted our office because the outstanding balance removed from his account was reported on his credit file. The representative entered a bill dispute for our company to investigate the situation. On July 19, 2016, our supervisor contacted the customer and explained that the company is investigating the situation.On July 20, 2016, our supervisor contacted the company’s Credit and Collections department to notify the collection agency of the correction and to remove it from the customer’s credit report.On July 28, 2016, our company completed the bill dispute, notified the customer in writing that he was not responsible for the balance that was transferred to his account and that our Credit and Collections department had pulled this account back from the outside collection agency.On March 6, 2017, the customer contacted our office, because he reviewed his credit report and found that the debt had not been removed from his credit report. Our representative notified our Credit and Collections department of this information. The Credit and Collections department requested a copy of the customer’s Experian report. Our Credit and Collections department confirmed that the collection agency was notified to remove credit item from the customer’s credit report when the dispute was completed in July, 2016On March 9, 2017, the customer provided us with a copy of his Experian report. The credit report from Experian was forwarded to our Credit and Collections department. The outside collection agency was instructed to remove this credit item from the customer’s credit file and to send the customer a letter notifying him that this has occurred.On March 10, 2017, our supervisor contacted the customer to explain that the outside collection agency has been notified of their error and to remove the credit item from his credit report. The supervisor also explained that a letter would be sent to him directly from the collection agency to confirm that his credit report has been corrected. The customer was satisfied with our resolution and that he will be notified in writing by the outside collection agency that his credit report has been corrected.Sincerely, National Fuel Customer Service
[redacted] this is the picture where the bottom of the siding was damage from the bulldoser hitting the coner post and siding removed at bottom where they install gas lines. I have faxed over the information from [redacted]. stating what needs to be done. Thank you
All across the bottom the siding was cut and the corner post was damaged from the bulldoser digging up the front lawn.
We received the complaint Revdex.com [redacted] by US Mail from the Revdex.com for Mr. [redacted] S. [redacted]. We called and spoke with Mr. [redacted] who is the owner of the property The customer states he called in April 2013 to lock the service at 61 [redacted] Street, Buffalo New York. We do see...
there is a contact on 4/3/13 from Mr. [redacted] regarding a collection termination notice. Mr. [redacted] is the owner of the premise and the account was coded shared meter which means we cannot shut off the service unless the entire premise is vacant as his meter supplied service to the upper apartment. There was a payment made on April 29, 2013 and there were other contacts in August 2013. The house has been demolished. We did offer to cancel all of the bills from May 2013 through September 2013 when the meters were finally locked. This reduced the billing by $107.38 which leaves a balance due of $566.96 which is the amount due after he made his last payment on April 29. 2013. We offered to make a final bill agreement with Mr. [redacted] on the balance due. We are waiting to hear back from the customer with proof of payments he states he made monthly on this account.
[redacted]
Our company records show that the complalinant is notified electronically through e-mail when her billing statement is ready.
On March 19, 2015 the company generated the billing statement for $330.99 due April 9, 2015. This statement included her current charges of...
$96.01 for Service from February 18, 2015 to March 17, 2015, late payment charges of $3.44 and her past due balance of $231.54.
On March 20, 2015, the company mailed a 10 day termination notice in the amount of #231.54 for April 2, 2015. The company mails termination notices through the [redacted], these are not electronically mailed to the customer. The notice was not returned by the post office.
On March 26, 2015 at 5:24 pm the company attempted to reach the customer by telephone regarding the termination notice - no answer.
On March 27, 2014 at 3:04 pm the company made a second attempt to reach the customer. A message was left on the answering machine to contact our company.
March 30, 2015 - the company received a payment of $150. After the payment was applied to the customer's account, a balance of $81.54 remained due to stop the termination notice and avoid the gas being turned off.
On April 20, 2015, the complainant's gas was shut off for the $81.54 remaining on the original termination notice.
Company records indicate there was no contact by the customer prior to the gas being shut off for non payment to inquire about making a partial payment, request an extension to pay the balance or to make a payment agreement on the outstanding balance due.
April 21, 2015, the required amount was paid to restore service and an order was scheduled for 4/23/2015.
April 23, 2015, the gas service was restored.
National Fuel has backdated the adjustment - the customer has been billed only to the final date of April 2, 2015. At this time the total balance on the account due as of 4/2/15 is $549.47.
Re: Complaint ID #[redacted]
Our company records show the complainant contacted our company on November 22, 2013 requesting to establish service in his name. Our company initially requested that the complainant pay a security deposit before the service could be turned on. The...
complainant’s application for service was reviewed by a supervisor. The supervisor determined that the complainant did not need to pay a security deposit in order to have the service turned on in his name. Although the complainant was not required to pay a security deposit prior to the service being turned on, National Fuel reserves the right to require a security deposit from a commercial account should the customer fail to make payments on time. The complainant requested that the service be established in his name as of November 25, 2013 and accepted responsibility for the account.
The initial bill for service was issued on January 3, 2014. Full payment for the initial bill was received on January 16, 2014 which was prior to the due date. Subsequent monthly bills were issued on February 3, 2014 and March 4, 2014. These bills were sent to the same address as the January bill, but payment was never received for the February and March bills.
The account was finalized when a new party requested that service be established in their name. A final bill was issued for the complainant on March 21, 2014.
Our records show on June 17, 2014 the complainant contacted our company regarding his unpaid final bill. We offered to make a six month payment agreement with the complainant on his unpaid final bill. The complainant said he would discuss this with his partners and call us back. The complainant did not call back to make a payment agreement.
Company records show there was no request by the complainant to remove the service from his name and have it established in the corporation’s name.
Our company is still willing to offer the complainant a final bill agreement in which the complainant can pay the balance in six monthly installments.
A verify company reading was obtained and Mr. [redacted] finaled account was adjusted based on the reading. In our conversation with Mr. [redacted], he was satisfied with the adjustment and was offered a final bill agreement for 6 months at $83 per month. At his request, we sent the agreement to...
him with the first payment due 5/9/2015. All subsequent payments will be due the 9th of each month. He was advised that as long as the payment were received on time this will prevent this debt being reported to a credit bureau. Mr. [redacted] was satisfied with the results.
Good afternoon,National Fuel attempted to contact Ms. [redacted] on 12/13/16, 12/15/16, 12/20/16, and 12/22/16. We did speak to her on 12/15/16 to explain that there were two different accounts that were in her name for that address since she closed (locked) the first one and then...
needed service resumed. During the 12/15/16 conversation, Ms. [redacted] was advised that the two different balances were for the two separate accounts that she had with us. We spoke to Ms. [redacted] today (12/22/16) and she plans to pay off the balance today. National Fuel will contact the credit agency once the payment has posted to clear her credit record. We will also send Ms. [redacted] a letter indicating that she has a zero balance once the payment posts.Sincerely,National Fuel Customer Service
National Fuel and the contractor reached out to Mr. [redacted] on 7/22/16 and advised him that the repairs should be completed by Tuesday, 7/26/16. The repairs were made on 7/26/16. Mr. [redacted] called Todd on 7/28/16 shortly after 5 PM and said that he was happy with our response...
and was satisfied with the sidewalk restoration.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
So, my gas was turned off for non payment of $80something dollars, yet I was being charged almost $70 to turn my service back on and an additional $100 for a security deposit (charges more than what I owe). My mother, being in public assistance, owes more than $900 and her gas doesn't get turned off bc she's on welfare. Plus, even though my gas was so quick to be turned off and at best they left a msg to call back that was confirmed by myself (nothing about my service being turned off), it took 2 additional days after my money was taken, to turn my gas back on (at the end of the day7:45 pm). Also, I had to take off of work and had my 3 1/2 year old with me. Our house was 48 degrees, my daughter's beta fish had died bc it was a warm water fish. It was only 55 degrees at most outside. I made several calls bc I'm pregnant, and my daughter and I were both getting sick from lack of heat for 3 days total (again from owing $84). I even stated I get paid that Friday and gladly would pay the balance but was told nothing was getting turned on until full payment was recieved. Again, I've been a customer for over 10yrs at least and have never had any problems. It's my fault for just dealing with online only option for bills bc the emails got mixed in with the spam. Also, my neighbor was on vacation and the letter sent to "me", was in her box which is why I suggested certified mail or even a note on my door like when they shut my gas off to begin with.
Regards,
[redacted]
We contacted the customer after receiving the Revdex.com complaint. Previously we had forwarded all the information regarding the bill up of the non-registering meter. It was explained that on January 7th an actual reading of the meter was taken at 2994 and a bill was issued for $243.41. National...
Fuel is on a bi-monthly reading schedule so the February bill was estimated. In March an actual meter reading was reported of 2994 and our system automatically adjusted February bill for "0" consumption net bill $22.54 and March bill "0" consumption for $18.32. The April billing was an estimated bill and May the reported read was again 2994 adjusting the billing for April and May issuing both "0" consumption and bills for $18.66 and $17.79. Unfortunately this occured again in July when an actual was reported of 2994 and in September when the customer called in a final reading of 2994 as they were moving. After reviewing the account it was determined that the meter stopped registering in January when the actual read was 2994. Subsequently, an adjustment was done to bill the customer for gas they had used and not been charged for. The total consumption based on the inaccurate meter reads billed from February through September 2014 was "0" rendering total net bills for the 8 month period of $152.06. We review prior history to establish a Billing Factor which was used to refigure each monthly bill beginning in February 2014 - through the final bill in September 2014. The total bill up minus any payments and credits rendered an adjustment of $884.98. All information regarding this bill up was forwarded to the customer. When we received the Revdex.com complaint we again called the customer. We reiterated how we determined what was used basing our adjustment on prior years history. At this time we offered the customer a "conservation credit reduction of 20% or the bill up equal to $177." The customer is not willing to pay anything as they feel the bills that they received should have been correct and that is what we billed and that is what they paid. We explained that if they would look back in the previous year from February 2013 through May 2013 they used a consumption total of 896 ccf and a total net billing of $836.32 and for 2014 "0" consumption with net bills totaling $152.06. Further we explained that 2014 was 17% colder than 2013 and the adjustment showed an increase consumption of 10%. We apologized for the inconvenience this matter caused however they would be responsible for the billing. We offered them a 40% conservation credit or $354. for failure to correct this in a timely manner, leaving a balance due of $530.98 and an arrangement spread out over 10 months to pay off the balance. Also advised if they needed more time we would work with them. The customer is NOT willing to pay ANYTHING of the bill up - she feels the bills we originally sent were correct and will take this matter further. Unfortunately at this time the customer is NOT SATISFIED.