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Complaint: [redacted]
I am rejecting this response because: Why do we have to wait 10 days due to your systems mistake of declining our payment and now we have to pay late fees for all of our other bills because of your system error? Also you did not address that we want the full $772 overpayment returned, your company is not authorized by us to keep any overpayment for future bills. We also want this returned to our bank account not a check mailed to us as that further delays our refund. THIS IS YOUR COMPANIES MISTAKE WHY DO WE HAVE DO DEAL WITH THE CONSEQUENCES?
Sincerely,
[redacted]

Our records show monthly bills were being sent to the P.O. Box number provided.  The post office has not returned the bills.  For additional information please send a request in writing to [redacted] Aurora, IL 60507 or fax 630/983-4229.

Thank you for contacting Nicor Gas about your billing concern.  I reviewed your account and our records show: 07/10/13 – Landlord requested service for [redacted] on Falcon Lane (A request to stop the account at [redacted] Lair address was not received.  Meter readings continued to show...

gas usage on the meter and paper bills were mailed to the [redacted] Lair address)07/25/13 – You called to update the billing information for the Falcon Lane account04/09/14 – Service that was provided to you and you ex-husband stopped at the [redacted] Lair address when the new owners called to start service04/09/14 – Final bill in your name was mailed to the [redacted] Lair address04/29/14 – Final bill from [redacted] Lair was returned from the U.S. Post Office as undeliverable03/27/15 – You called and requested to transfer service from Falcon Lane to Wood Duck05/09/17 – Your ex-husband called to start service at his new address and was advised of the past due balance from [redacted] Lair  Public records show that you and your ex-husband jointly owned the [redacted] Lair address until it sold in April of 2014.  Due to being co-owner of the [redacted] Lair property and your ex-husband being a co-applicant on the Nicor Gas account, he was also responsible for the gas usage at the property.  I apologize for the inconvenience but no changes will be made to the billing of [redacted] Lair address.

Thank you for contacting Nicor Gas about your service concerns.  Our records show a member of our Customer Relations department discussed this matter with you on 12/22/15.  The billing of the monthly customer service charge is discussed in our terms and conditions (https://www.nicorgas.com/rates-and-costs/current-rates-and-riders) and your request to start service with Nicor Gas is your agreement to our terms and conditions for gas service.  We apologize for any inconvenience but we are unable to make any changes to your account. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your service concerns.  I reviewed your account and our records show that you were working directly with our Claims Director.  Our director provided you with a letter outlining the reasons why your claim was denied and included the party’s name...

that took responsibility for the gas service.  I am sorry that I cannot provide you with any other information. Please contact the other party to discuss this matter.

Thank you for contacting Nicor Gas about your billing concerns.  Our records show a member of our Customer Relations department spoke with you on 03/22/16 and was able to resolve your concerns.  Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your payment arrangement concern.  Our records show your account is eligible for disconnection between 04/22/17- 06/05/17. I have reviewed your account and in order to reinstate your payment arrangement you would need to pay $351.32 now (This is the...

amount of the first installment of your payment arrangement and monthly usage that billed on 03/13/17 and is past due) and $37.96 due by 05/03/17 (This is the amount of your current charges that billed out on 04/11/17). Your remaining payment arrangement would be for 5 installments of $292.15 plus your current bill and any late fees. This offer is good until either your next bill issues on 05/11/17 (the reinstate amount would increase) or your gas service is disconnected. You must speak to a Customer Service Representative to report or make the down payment so they may cancel the disconnection request and reinstate your payment arrangement. Customer Service is open between the hours of 7:00 a.m. – 6:00 p.m. CST Monday through Friday.

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.
Sincerely,
Tiffanie [redacted]

Thank you for contacting Nicor Gas about your service
installation concerns.  Our records show
the service was installed on 11/04/2015. We apologize for any inconvenience you
may have experienced.Thank you for allowing Nicor Gas the opportunity to address
your concerns.

I apologize for the confusion.  As long as your gas service is still active you have until 05/11 to reinstate your payment arrangement with the previously provided amount. However, your account is currently eligible for disconnection ant any time.  In order to stop the disconnection the $351.23 needs to be paid right away.  The $37.96 is not due until 05/03/17. Between 05/04 and 05/11 you would need to pay both the $351.23 and $37.96 to reinstate your payment arrangement.  After 5/11 a new bill would issue so the above numbers would change in order to reinstate your service.  If the gas service is turned off your full past due balance would be required. Tell us why here...

Thank you for contacting Nicor Gas about your billing concern.  Our records show that a member of our Customer Relations Department has contacted you by phone in regards to this matter.  We apologize for any inconvenience this may have caused. Thank you for allowing Nicor Gas the...

opportunity to address your concerns.

Thank you for contacting Nicor Gas about your billing
concern.  Our records show a bill issued
on 11/16/15 for the 663 Charles St address for $58.22. The amount is for
service from 10/07/15 – 11/16/15 and is due by 12/01/2015. You should receive this
bill at the [redacted] address any day.  Thank you for allowing Nicor Gas the opportunity to address
your concerns.

Thank you for contacting us concerning your gas service line installation concerns.  I understand that it is your priority to have your gas service line installed as soon as possible, and it is our intent to install your gas service line as soon as possible.  However, there are...

circumstances outside of our control that create delays in our installation process. The installation of your gas service line was delayed because we are waiting for the approval of city/state permits.  Once the permit has been received we will be able to move forward with the installation of the gas service. Also, I apologize for the service you received when you called our Contact Center to check on your gas service line installation status.  I notified the representative’s supervisor of your experience and to provide coaching and/or discipline.  We are always reviewing our processes in an effort to identify improvements that makes it easier for our customers to do business with us. I appreciate you bringing these matters to our attention and apologize for any inconveniences you may have experienced.

Thank you for contacting Nicor Gas about your installation concern.  Our records show a member of our Customer Relations department has contacted you to inform you that the new gas service line will be installed on 05/11/17.

Thank you for contacting Nicor Gas about your billing concerns. Our records show you currently have a zero balance and a refund for $77.10 was issued on 10/08/15. You should receive the check any day.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 7, 2015/06/08) */
Thank you for calling Nicor Gas about your service concerns. Our records show a member of our Customer Relations Department has contacted you and this matter has been resolved.
Thank you for allowing Nicor Gas the opportunity to address your...

concerns.
Initial Consumer Rebuttal /* (2000, 9, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The nice gentleman from customer relations did what should have been done in the first place. That is the person (I am sorry I don't have his name) who should be commended for his professionalism and manner. The other person that I first dealt with was extremely unprofessional. The Nicor serviceman who came to turn on my gas was also extremely nice. While I am satisfied with the end result, I think Nicor really needs to think about who they hire for the customer service end and get their technology up to speed.

Initial Business Response /* (1000, 6, 2015/10/05) */
Thank you for contacting Nicor Gas about your payment concern. Our records show the $75.00 was payment was returned due to non-sufficient funds. If you have information from your bank showing the payment cleared and was not returned you may...

fax that information to our Correspondence department at XXX-XXX-XXXX. Once we have received this information we can review to see if the $75.00 should be applied to your account.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Good Afternoon Mr. [redacted], Our records show you have been in contact with our Customer Relations Department.  You have been provided a direct contact name and number in the event you have additional questions or concerns.   Thank you

Thank you for your recent inquiry regarding your gas account.  Nicor Gas attempts to read your meter every other month.  In the event we are unable to gain access an estimate bill is issued. If an estimated read is too high or low it is adjusted once the meter is read.  Our records...

show you were receiving estimated bills up till the meter was read on 03/21/18 and a corrected bill was issued to the actual gas used.  Please contact us at ###-###-#### if you have additional questions or concerns.

Thank you for your recent inquiry regarding your Nicor Gas account.  Our records show you have been in contact with our Customer Service department and your service is now scheduled to be restored.  Payment arrangement Information will be listed on your next bill.  If you have any...

questions or concerns please call 1/888-[redacted].  Thank you.