Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We spoke to Mr. [redacted] on November 5, 2015 and advised him that we credited his account for the May - September 2013 charges in an effort to resolve his complaint made through the Revdex.com. Mr. [redacted] still has a balance on the account since he has made only one payment on the account. The April 2015 payment satisfied the Standard Agreement down payment amount which was enough to stop collections on the account. Mr. [redacted] was also advised that since the gas meter for this account provides service to more than one residential unit (apartment), the account must be in the name of the owner under NY's Shared Meter Law. Mr. [redacted]'s tenants benefited from the natural gas service and he is responsible for those bills. Mr. [redacted] was billed every month and he made no mention that he wanted to end service until 8/14/13. National Fuel has offered Mr. [redacted] the option to enter into a Final Bill agreement for the remaining balance on his account at which point we would remove the record from the collection agency. To date, Mr. [redacted] has not accepted our offer. There will be no additional bill credits applied to Mr. [redacted]'s account as the gas was used by Mr. [redacted]'s tentants. Mr. [redacted] received a monthly bill for these charges. Mr. [redacted] still has the option to enter into a Final Bill agreement with National Fuel. He also has the option to enter into a payment agreement directly with the collection agency.
To: [redacted] Complaint Handler
Re: Complaint ID: [redacted]
On July 27, 2015, the customer contacted our office. A review of the call finds that the customer called and stated she was changing her address and...
the representative asked if she was closing the account. The customer stated yes and the representative proceeded to schedule an order to close the customer’s account. The representative asked where the final bill should be sent and the customer provided her new address. The representative closed the call by confirming the date the account is to be closed. When the representative asked if there was anything else she could do, the customer did not ask to turn service on at her new address, but our company representative did not ask the customer if she wanted to have gas service turned on at the new address.
On August 3, 2015 at 1:21pm, the customer contacted our office stating she did not have gas service at her new address and thought she contacted our office to transfer her service. The representative reviewed the account and explained there was no pending service order to turn the gas service on in her name at her new address. The representative proceeded to complete the application and explained to the customer that the first available date to turn on her gas service on was August 10, 2015. The customer became upset because she thought there was already an order in our system to transfer her service from her previous address to her new home. The representative reviewed the situation with a supervisor and advised the customer that her call from July 27, 2015 would be reviewed by a supervisor.
On August 3, 2015 at 3:11pm, the representative contacted the customer and explained the call was reviewed and it was unclear about the transfer of service. The representative explained she received approval to dispatch an order to turn her service on that evening. The customer explained she was concerned about being available at her new home because she had an order to turn service off at her old home. Our company was unable to gain access on 8/3/15 but the customer’s service was turned on 8/5/15 at 2:36pm.
On August 10, 2015, a company supervisor contacted the customer to discuss her complaint. The supervisor apologized for the misunderstanding. The customer appreciated the call back.
We tried on several occasions to get in touch with [redacted] however he never returned our phone call. On 10/2 the customers girlfriend *(the only person that calls on this account) called and stated she was the one who called the Revdex.com. We advised her to have the cusomter...
of record call us to discuss this account. To date he still has not contacted our office; however it appears tat on 10/2 $514 was paid to reconnect the gas account. * had the gas on at this address prior to [redacted] White and owes a past debt. It is our belief that [redacted] does not live here however has the service on for [redacted]. The gas service was restored on Saturday 10/3/2015
We contacted and spoke with Mr. [redacted] recent addition as POA to account for [redacted]. We apologized for the inconvenience and discussed at length why the court notice was sent to [redacted]. Currently the account has been removed from collection activity, payments were...
made in the office and the customer is on the budget plan with a budget credit, however still has a balance on the account of over $600. We have reinstated Ms. [redacted] payment agreement and have coded the account as EBD (which will give special protections as the customer of record id ** years old and lives alone). We reminded Mr. [redacted] that [redacted] will open on November 15, 2014 and Ms. [redacted] is eligible and will receive the automatic [redacted] of approximately $400. One the basic is applied, if the account is still in arrears, she can apply for the Emergency benefit. We also addressed his concerns with the way he was treated when he called the office. We assured him that the manager has been forwarded all of the information to listen to the call and provide more coaching for the representative. Mr. [redacted] was given a name and number to contact if he had any more questions or concerns. He was satisfied.
Ms. [redacted] called NFG on 8/28/2012 stating that someone had put gas service in her name. NFG sent Ms. [redacted] a theft packet and she was advised that she needed to fill it out and return it to us. We did not receive any information back from Ms. [redacted] so we closed the...
investigation after 30 days.A representative from NFG's Quality Assurance group spoke to Ms. [redacted] on 2/22/2016 in response to this Revdex.com Complaint. Ms. [redacted] stated that it was her mother who requested gas service in Ms. [redacted]' name using her Social Security Number and name.After speaking with our Security Department, we tried to call Ms. [redacted] back on 2/22/2016. We left a message for Ms. [redacted] to call us back. We called her back on 2/23/2016 however we were unable to leave a message because her mail box was full. We left a message with Ms. [redacted] on 2/24/2016 advising her to call us back so that we could discuss her options. We called Ms. [redacted] on 2/26/2016 and left her a detailed message with her options.Ms. [redacted] has the following options:1. Have Ms. [redacted]' mother accept responsibility for the gas account and place it in her name. The mother will need to come into a National Fuel office with id and sign a Statement of Responsibility (SOR). Once the SOR is signed, we can change the name on the account and have Ms. [redacted]' credit report updated.2. Enter into a payment agreement with the collection agency. 3. Pay the charges on the account.4. Take her mother to Small Claims Court for the gas bills. 5. Enter into a deferred payment agreement for the amount owed if she needs to apply for a new gas account.As of 9:00 AM on 3/1/2016, we have not received any calls from Ms. [redacted] to discuss her case since our original conversation with her on 2/22/2016.
Good morning, Thank you for bringing this to our attention. We have reviewed the call and agree with Ms. [redacted] that the phone representative did not handle the call in a professional manner and did not treat her with the courtesy we expect from our phone representatives. ...
We listened to Ms. [redacted]'s call, in detail, with the phone representative and discussed the items mentioned in the Revdex.com complaint. Due to privacy concerns, we are unable to provide any additional details regarding outcome of the review with the phone representative. We attempted to contact Ms. [redacted] by phone on Friday, 6/10/16 at 12:20 PM and on Wednesday, 6/15/16 at 9:45 AM to apologize for the call however there was no answer. We did leave a message to call National Fuel back at 686-6123 regarding this Revdex.com complaint. Consumer Business National Fuel
National Fuel's contractor moved the meter from inside to outside of the home of 6/25/2014. The meter placement is determined by where the service line enters the house. The customer claimed that her siding was damaged when we placed the meter at her premises. All pictures that were sent have been review along with an onsite visit to her premises. A National Fuel service departmetnt supervisor, a representative from our RISK management department along with the Contractor were present and determined that the cracks and holes in the siding were not caused by the meter work completed there.
The customer was advised the Company is not responsible for replacing siding that was damaged by the contractor. The Contractor also stated that they are not resonsible for the damage to the siding as it was not caused by any of the work that was done at the premises on 6/25/2014.
Based on the review and pictures attached, the siding she "claims" was damaged by our moving the meter are outside the scope of the work that was done. There was no damage around the meter placement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
National Fuel has advised Ms. [redacted] that a contractor was sent to complete the job of moving the gaslines on her property. Any damage that was allegedly done by the contractor would be their responsibility. After contacting our RISK department, Mr. [redacted] did go out and take...
pictures and it has been determined that both NFG and the contractor the damage she is questioning was not caused by the work completed at the premises. NFG Operations was advised by Mr. [redacted] to call Ms. [redacted] and advise that the contractor would be calling her. As we understand it, Ms. [redacted] would not take the call from the contractor. It has been determined that the siding was not a result of the work that was done on her property and therefore no reimbursement would be allowed.
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.
National fuel was good with attempting to restore my service. I appreciate that part very well, however, it's more likely inevitable that gps be used to better assists customers with arrival times of technicians. I was frustrated on not knowing the approx ETA. On aug 23 or aug 24, I can't recall the exact date, I scheduled an appointment at 900am and was waiting all day for arrival. On that day, I had to switch from calling regular number to emergency number, finally at 830 pm, I was told technician was called to an emergency. I understand that aspect, but, it would have better missing a one hour time window instead of a 11 hour window. Overall, I understand codes and policies and procedures of national fuel. The main issue was the waiting and anticipation which made the situation worse. The last 2 technicians I had were very knowledgeable and polite and helpful. The final technician was extremely considerate to whole situation and I was happy that day because I was active within a few hours of calling in.my second issue with the corner curb on my property, isn't resolved just yet, I'm waiting for a callback from the foreman
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
We apologize for the delay in sending Ms. [redacted] her refund check. Ms. [redacted]'s check for $144.20 (check #[redacted]) will be mailed today (7/6/16) so we anticipate that she will receive it no later than Saturday, 7/9/16. We will be contacting Ms. [redacted] by phone to provide her with the...
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
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. As stated in responce from national fuel my conversation with them in april was regarding collection to avoid shut of for none payment. This was NOT when I requested shut off. I had called to discontinue service late jan or early feb and they refused, I then stopped paying my bills. In April they called to threaten shut off if I did not pay which is what I wanted and I informed them of that again. Later that month my tenant made a partial payment which delayed the shut off even longer. The recent offer from national fuel is a step in the right direction but does not correct the problem Regards, [redacted]
We spoke with [redacted] on 3/2/2015 regarding her account. We explained the payment agreements and noted that she had not had an actual reading on her account. We asked her to read the meter and were able to adjust her account crediting her balance by $604.66 which took her out of...
the current collection cycle. This reduced her balance to $1130.24. [redacted] has a $350 HEAP emergency grant pending. We discussued our Low Income Customer Affordability Program and advised her we would send her out an application to determine eligibility. She should fill it out immediately and return it to the office. She had been on LICAAP in 2008 but if qualified would be eligible. She was given a name and a number to contact if she has any further questions.
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. Revdex.com spoke to Francis Watts today. He stated that he never received a notice back to him. He is requesting that half the bill be wiped away, as he will only pay half.
National Fuel researched Mr. [redacted]'s complaint and he is correct in stating that his rebate had not been sent. We spoke to the vendor handling the Conservation Incentive Program (CIP) rebates for National Fuel and we worked with them to re-process his rebate application. An Energy...
Services representative from National Fuel left a message with Mr. [redacted] on Thursday, May 19, 2016 to inform him that his rebate had been approved and that the rebate check would be mailed out within 1-2 weeks. We also provided a call-back number if he had any additional questions. We apologize for the delay in processing Mr. [redacted]'s rebate check. Our vendor changed their procedures within the past few months and we having been working with them to resolve issues such as this. Mr. [redacted] can contact National Fuel directly if he does not receive his rebate check by June 4, 2016.
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.
Regards,
[redacted]
Good morning, A National Fuel representative met with Mr. [redacted] and a representative for the City of Buffalo. National Fuel's contractor plans to have the road cut on S Elmwood Ave near Carey St repaired by either the end of this week (9/16/16) or next week...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We spoke to Mr. [redacted] on November 5, 2015 and advised him that we credited his account for the May - September 2013 charges in an effort to resolve his complaint made through the Revdex.com. Mr. [redacted] still has a balance on the account since he has made only one payment on the account. The April 2015 payment satisfied the Standard Agreement down payment amount which was enough to stop collections on the account. Mr. [redacted] was also advised that since the gas meter for this account provides service to more than one residential unit (apartment), the account must be in the name of the owner under NY's Shared Meter Law. Mr. [redacted]'s tenants benefited from the natural gas service and he is responsible for those bills. Mr. [redacted] was billed every month and he made no mention that he wanted to end service until 8/14/13. National Fuel has offered Mr. [redacted] the option to enter into a Final Bill agreement for the remaining balance on his account at which point we would remove the record from the collection agency. To date, Mr. [redacted] has not accepted our offer. There will be no additional bill credits applied to Mr. [redacted]'s account as the gas was used by Mr. [redacted]'s tentants. Mr. [redacted] received a monthly bill for these charges. Mr. [redacted] still has the option to enter into a Final Bill agreement with National Fuel. He also has the option to enter into a payment agreement directly with the collection agency.
To: [redacted] Complaint Handler
Re: Complaint ID: [redacted]
On July 27, 2015, the customer contacted our office. A review of the call finds that the customer called and stated she was changing her address and...
the representative asked if she was closing the account. The customer stated yes and the representative proceeded to schedule an order to close the customer’s account. The representative asked where the final bill should be sent and the customer provided her new address. The representative closed the call by confirming the date the account is to be closed. When the representative asked if there was anything else she could do, the customer did not ask to turn service on at her new address, but our company representative did not ask the customer if she wanted to have gas service turned on at the new address.
On August 3, 2015 at 1:21pm, the customer contacted our office stating she did not have gas service at her new address and thought she contacted our office to transfer her service. The representative reviewed the account and explained there was no pending service order to turn the gas service on in her name at her new address. The representative proceeded to complete the application and explained to the customer that the first available date to turn on her gas service on was August 10, 2015. The customer became upset because she thought there was already an order in our system to transfer her service from her previous address to her new home. The representative reviewed the situation with a supervisor and advised the customer that her call from July 27, 2015 would be reviewed by a supervisor.
On August 3, 2015 at 3:11pm, the representative contacted the customer and explained the call was reviewed and it was unclear about the transfer of service. The representative explained she received approval to dispatch an order to turn her service on that evening. The customer explained she was concerned about being available at her new home because she had an order to turn service off at her old home. Our company was unable to gain access on 8/3/15 but the customer’s service was turned on 8/5/15 at 2:36pm.
On August 10, 2015, a company supervisor contacted the customer to discuss her complaint. The supervisor apologized for the misunderstanding. The customer appreciated the call back.
We tried on several occasions to get in touch with [redacted] however he never returned our phone call. On 10/2 the customers girlfriend *(the only person that calls on this account) called and stated she was the one who called the Revdex.com. We advised her to have the cusomter...
of record call us to discuss this account. To date he still has not contacted our office; however it appears tat on 10/2 $514 was paid to reconnect the gas account. * had the gas on at this address prior to [redacted] White and owes a past debt. It is our belief that [redacted] does not live here however has the service on for [redacted]. The gas service was restored on Saturday 10/3/2015
We contacted and spoke with Mr. [redacted] recent addition as POA to account for [redacted]. We apologized for the inconvenience and discussed at length why the court notice was sent to [redacted]. Currently the account has been removed from collection activity, payments were...
made in the office and the customer is on the budget plan with a budget credit, however still has a balance on the account of over $600. We have reinstated Ms. [redacted] payment agreement and have coded the account as EBD (which will give special protections as the customer of record id ** years old and lives alone). We reminded Mr. [redacted] that [redacted] will open on November 15, 2014 and Ms. [redacted] is eligible and will receive the automatic [redacted] of approximately $400. One the basic is applied, if the account is still in arrears, she can apply for the Emergency benefit. We also addressed his concerns with the way he was treated when he called the office. We assured him that the manager has been forwarded all of the information to listen to the call and provide more coaching for the representative. Mr. [redacted] was given a name and number to contact if he had any more questions or concerns. He was satisfied.
Ms. [redacted] called NFG on 8/28/2012 stating that someone had put gas service in her name. NFG sent Ms. [redacted] a theft packet and she was advised that she needed to fill it out and return it to us. We did not receive any information back from Ms. [redacted] so we closed the...
investigation after 30 days.A representative from NFG's Quality Assurance group spoke to Ms. [redacted] on 2/22/2016 in response to this Revdex.com Complaint. Ms. [redacted] stated that it was her mother who requested gas service in Ms. [redacted]' name using her Social Security Number and name.After speaking with our Security Department, we tried to call Ms. [redacted] back on 2/22/2016. We left a message for Ms. [redacted] to call us back. We called her back on 2/23/2016 however we were unable to leave a message because her mail box was full. We left a message with Ms. [redacted] on 2/24/2016 advising her to call us back so that we could discuss her options. We called Ms. [redacted] on 2/26/2016 and left her a detailed message with her options.Ms. [redacted] has the following options:1. Have Ms. [redacted]' mother accept responsibility for the gas account and place it in her name. The mother will need to come into a National Fuel office with id and sign a Statement of Responsibility (SOR). Once the SOR is signed, we can change the name on the account and have Ms. [redacted]' credit report updated.2. Enter into a payment agreement with the collection agency. 3. Pay the charges on the account.4. Take her mother to Small Claims Court for the gas bills. 5. Enter into a deferred payment agreement for the amount owed if she needs to apply for a new gas account.As of 9:00 AM on 3/1/2016, we have not received any calls from Ms. [redacted] to discuss her case since our original conversation with her on 2/22/2016.
Good morning, Thank you for bringing this to our attention. We have reviewed the call and agree with Ms. [redacted] that the phone representative did not handle the call in a professional manner and did not treat her with the courtesy we expect from our phone representatives. ...
We listened to Ms. [redacted]'s call, in detail, with the phone representative and discussed the items mentioned in the Revdex.com complaint. Due to privacy concerns, we are unable to provide any additional details regarding outcome of the review with the phone representative. We attempted to contact Ms. [redacted] by phone on Friday, 6/10/16 at 12:20 PM and on Wednesday, 6/15/16 at 9:45 AM to apologize for the call however there was no answer. We did leave a message to call National Fuel back at 686-6123 regarding this Revdex.com complaint. Consumer Business National Fuel
National Fuel's contractor moved the meter from inside to outside of the home of 6/25/2014. The meter placement is determined by where the service line enters the house. The customer claimed that her siding was damaged when we placed the meter at her premises. All pictures that were sent have been review along with an onsite visit to her premises. A National Fuel service departmetnt supervisor, a representative from our RISK management department along with the Contractor were present and determined that the cracks and holes in the siding were not caused by the meter work completed there.
The customer was advised the Company is not responsible for replacing siding that was damaged by the contractor. The Contractor also stated that they are not resonsible for the damage to the siding as it was not caused by any of the work that was done at the premises on 6/25/2014.
Based on the review and pictures attached, the siding she "claims" was damaged by our moving the meter are outside the scope of the work that was done. There was no damage around the meter placement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
National Fuel has advised Ms. [redacted] that a contractor was sent to complete the job of moving the gaslines on her property. Any damage that was allegedly done by the contractor would be their responsibility. After contacting our RISK department, Mr. [redacted] did go out and take...
pictures and it has been determined that both NFG and the contractor the damage she is questioning was not caused by the work completed at the premises. NFG Operations was advised by Mr. [redacted] to call Ms. [redacted] and advise that the contractor would be calling her. As we understand it, Ms. [redacted] would not take the call from the contractor. It has been determined that the siding was not a result of the work that was done on her property and therefore no reimbursement would be allowed.
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.
National fuel was good with attempting to restore my service. I appreciate that part very well, however, it's more likely inevitable that gps be used to better assists customers with arrival times of technicians. I was frustrated on not knowing the approx ETA. On aug 23 or aug 24, I can't recall the exact date, I scheduled an appointment at 900am and was waiting all day for arrival. On that day, I had to switch from calling regular number to emergency number, finally at 830 pm, I was told technician was called to an emergency. I understand that aspect, but, it would have better missing a one hour time window instead of a 11 hour window. Overall, I understand codes and policies and procedures of national fuel. The main issue was the waiting and anticipation which made the situation worse. The last 2 technicians I had were very knowledgeable and polite and helpful. The final technician was extremely considerate to whole situation and I was happy that day because I was active within a few hours of calling in.my second issue with the corner curb on my property, isn't resolved just yet, I'm waiting for a callback from the foreman
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
We apologize for the delay in sending Ms. [redacted] her refund check. Ms. [redacted]'s check for $144.20 (check #[redacted]) will be mailed today (7/6/16) so we anticipate that she will receive it no later than Saturday, 7/9/16. We will be contacting Ms. [redacted] by phone to provide her with the...
above information. Sincerely, National Fuel
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
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. As stated in responce from national fuel my conversation with them in april was regarding collection to avoid shut of for none payment. This was NOT when I requested shut off. I had called to discontinue service late jan or early feb and they refused, I then stopped paying my bills. In April they called to threaten shut off if I did not pay which is what I wanted and I informed them of that again. Later that month my tenant made a partial payment which delayed the shut off even longer. The recent offer from national fuel is a step in the right direction but does not correct the problem Regards, [redacted]
We spoke with [redacted] on 3/2/2015 regarding her account. We explained the payment agreements and noted that she had not had an actual reading on her account. We asked her to read the meter and were able to adjust her account crediting her balance by $604.66 which took her out of...
the current collection cycle. This reduced her balance to $1130.24. [redacted] has a $350 HEAP emergency grant pending. We discussued our Low Income Customer Affordability Program and advised her we would send her out an application to determine eligibility. She should fill it out immediately and return it to the office. She had been on LICAAP in 2008 but if qualified would be eligible. She was given a name and a number to contact if she has any further questions.
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. Revdex.com spoke to Francis Watts today. He stated that he never received a notice back to him. He is requesting that half the bill be wiped away, as he will only pay half.
National Fuel researched Mr. [redacted]'s complaint and he is correct in stating that his rebate had not been sent. We spoke to the vendor handling the Conservation Incentive Program (CIP) rebates for National Fuel and we worked with them to re-process his rebate application. An Energy...
Services representative from National Fuel left a message with Mr. [redacted] on Thursday, May 19, 2016 to inform him that his rebate had been approved and that the rebate check would be mailed out within 1-2 weeks. We also provided a call-back number if he had any additional questions. We apologize for the delay in processing Mr. [redacted]'s rebate check. Our vendor changed their procedures within the past few months and we having been working with them to resolve issues such as this. Mr. [redacted] can contact National Fuel directly if he does not receive his rebate check by June 4, 2016.
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.
Regards,
[redacted]
Good morning, A National Fuel representative met with Mr. [redacted] and a representative for the City of Buffalo. National Fuel's contractor plans to have the road cut on S Elmwood Ave near Carey St repaired by either the end of this week (9/16/16) or next week...
(9/23/16). Sincerely, National Fuel