The company Claims Department received Ms. [redacted]'s claim on 9/6/17. The claim is under review. The company goal is to respond to the claim within 30 days.
Thank you for contacting Peoples Gas. Per the information you requested in your inquiry to the Revdex.com.A Capacity Charge is a charge designed to recover the costs that the Company incurs to reserve capacity on interstate pipelines. The Capacity Charge is also sometimes called a Demand...
Charge.Peoples- Equitable Division historically included the rate for the capacity charge with the commodity charge and displayed it on the customer's bill as the Commodity Charge.Beginning April 1, 2015, the Company continued to charge customers the capacity charge, but it was displayed as its own line item on the bill.The information that was discussed on the news was concerning the DSIC Surcharge. This charge funds the repair, improvement and replacement of natural gas pipelines and related infrastructure.The DSIC percentage had been 0.00% since April 1, 2015. This was changed on August 1, 2015 to -3.87%. This is a credit amount and to your bill. Attached is the updated net billing schedule for Equitable Division effective August 1, 2015. Below is a description of how the DSIC charge/credit is calculated.Q. How is DSIC applied to my bill?DSIC applies to certain charges on your bill such as the customer charge and delivery charge. It does not apply to other charges such as gas costs. To calculate your DSIC charge, we add up the total due for each of the DSIC eligible charges and multiply that total by the DSIC percentage (0.35%) to arrive at the DSIC charge. For example:Total Bill $98.00DSIC eligible charges $54.00DSIC ($54.00 * 0.0387) $ 2.09**DSIC does not apply to gas costs (i.e. Capacity, Commodity, GCA) or State Tax Adjustment SurchargeWe hope the information provided was helpful and answers your questions. Please call ###-###-#### if you have further questions.
Good afternoon Ms. [redacted], Thank you for giving us the opportunity to address Ms. [redacted]’s concerns. In review of this account, we have determined the following: The security deposit of $92.00 assessed to begin service with us was indeed charged twice: once on the first bill...
prepared July 30, 2015 and again on the second bill prepared on August 27, 2015. The first deposit, along with the current charges for August, was paid in full. The August bill, however, included a second deposit of $92.00 and current charges of $28.20 for a total of $120.20. We received a customer payment of $28.20. That payment, however, was applied to the second deposit, leaving the current charges unpaid in the billing system. Thus, the next bill included a late payment charge of $0.42. Our records do show that Ms. [redacted] called on two occasions regarding this issue – once on September 2nd and again on October 6th. We apologize that this issue was not resolved with the first call. On October 6th we posted a credit of $0.42 for the late payment charge. Today we reversed the second deposit of $92.00. These changes will be outlined on the next billing statement. At this time only the current charges of $33.73 are due by the current due date of October 21, 2015. Again we apologize for any inconvenience this issue may have caused. If Ms. [redacted] has any questions she may call us at [redacted] and ask to speak with me directly. Thank you, [redacted] | Customer Relations Peoples Natural Gas [redacted]
On 9/21/17 Ms. [redacted]'s claim was closed by letter. Peoples reviewed the company records and interviewed our service technician. There is no suggestion of forcible entry, or a decision by Ms. [redacted] to not allow the employee and gentleman to enter her apartment to complete turn on for her neighbor. Regarding the security system: Peoples must respectfully deny this request. We feel our actions were justified and all company procedures were followed without incident. Due to the design of the apartments, it was necessary for our employee to access the neighbor's appliances by going through Ms. [redacted]'s apartment. We have no control over that. If customer feels the need to have a security system, that would be an issue to be resolved between her and her landlord. Regarding reimbursement for the damaged light bulb: As a gesture of good faith, Peoples offered a sum of $100.00 to cover the cost of a new light bulb and any inconvenience we may have caused. If you need additional information, please contact me. Denice Cl[redacted]Customer Relations SpecialistPeoples Natural Gas[redacted]###-###-####[redacted]
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]
Thank you for contacting Peoples Gas and allowing us the opportunity to review Mr. [redacted]'s account.Gas meters are mechanical devices and unfortunately can stop functioning properly. The gas meter at this property registered little to zero gas consumption from 05/08/2014 through 03/26/2017. ...
Peoples only billed for estimated usage from 03/08/2016 through 03/26/2017. A letter was mailed explaining this to the customer, along with a calculation of estimated consumption charges for that time. Mr. [redacted] was provided with a direct phone number to discuss the charges and any possible concerns, such as the change in usage patterns that he advises of in his complaint.On 08/14/2014 and again on 09/18/2017 Peoples attempted to also reach the customer regarding their concerns and left a voicemail with a direct number for call back.Peoples would appreciate the opportunity to review the customer’s concerns directly with them and to work towards a resolution on this matter.The customer may contact me directly at ###-###-####.Thank you, Kristen ECustomer Relations
Thank you for contacting Peoples Gas concerning your responsibility for the above mentioned account. [redacted] [redacted] Ms. [redacted] had prior service from 9/11/15 to 3/14/17 at [redacted]. in the amount of $1,246.10. The account was opened...
at her request when she gave her social security number and date of birth 1/8/1991 and authorized a credit check. Her account was finalized at her request. When customer finalized her account she was advised her mother would have to call to place service in her name. Customer’s mother, Ms. [redacted] gave her social security number and date of birth 11/14/1970 and authorized a credit check. Service was placed in the mother’s name at request 3/15/17 and finalized at her request on 5/1/17. Her mother did not request responsibility of the balance. [redacted] [redacted] On 3/16/17 Ms. [redacted] established service at [redacted]. Ms. [redacted] did not dispute authorizing service at her prior address until 10/2/17 when she called regarding a collection notice she received on her $1,246.10 final balance. Customer was advised of her options to either 1) file an identity theft police report naming her mother and send a copy to the company or 2) several authorization forms were sent to her mother to sign to accept the balance. On 10/3/17 Ms. [redacted] filed a complaint with the Pennsylvania Public Utility Commission (PUC) at case [redacted] disputing authorization of her prior bill. The company Customer Relations Specialist called Ms. [redacted] to explain the balance, transferred the balance to her active account and re-advised Ms. [redacted] of her options. On 10/13/17 Ms. [redacted] called and said her mother is willing to accept responsibility of her prior balance and requested a duplicate authorization form. The company sent a duplicate form and transferred the $1,246.10 in Ms. [redacted]’s name back to her final bill at [redacted] pending resolution or closing of the PUC complaint. As of 2/15/18 Peoples has not received a signed Authorization form. On 1/25/18 the PUC case [redacted] was closed: VERBAL CLOSE - ON 9/10/2015 A CALLER IDENTIFYING THEMSELVES AS THE COMPLAINANT CALLED TO ESTABLISH SERVICE AT [redacted] - THE COMPANY PLACED SERVICE IN HER NAME FOLLOWING A CREDIT CHECK AND REVIEW OF PERTINENT INFORMATION - THIS COMPLAINANT CALLED ON 3/13/2017 TO ESTABLISH SERVICE AT [redacted] - THE COMPANY IDENTIFIED THE OPEN ACCOUNT AND THE COMPLAINANT STATED HER MOTHER LIVES THERE - [redacted] (MOTHER) CALLED ON 3/14/2017 AND HAD SERVICE AT [redacted] PLACED IN HER NAME BACK TO 3/2015 - IT APPEARS THIS BALANCE SHOULD BE ON [redacted]'S ACCOUNT AT [redacted]. AND NOT [redacted]'S ACCOUNT AT 710 3RD ST. - CUSTOMER CALLED IN AND STATED THIS MATTER WAS RESOLVED BUT DID NOT EXPLAIN WHEN OR HOW - NO FURTHER QUESTIONS OR ISSUES. Upon receipt of the closing on this prior complaint and because the company did not receive an identity theft police report or an authorization from the mother, the company transferred the $1,246.10 back to the active account. The company position remains: [redacted] is responsible for $1,246.10 used at [redacted] [redacted] service from 9/11/15 to 3/14/17 and responsible for the balance from 3/16/17 to current at [redacted]. for a total balance owed of $1,631.59. [redacted] has the option of either 1) File an identity theft police report naming her mother and send a copy to the company or 2) her mother can sign and return one of the multiple authorization to transfer forms the company mailed her. Ms. [redacted] may contact the company if she wants a payment arrangement on the $1,631.59 balance. A statement of account of the $1,246.10 balance was prepared and is attached. If you have any questions or if I may be of further assistance, please contact me. I can be reached at ###-###-#### Monday through Friday between the hours of 8:00am and 4:00 pm. Sincerely, Denice C[redacted] Customer Relations Specialist Peoples Natural Gas [redacted] ###-###-#### [redacted]
Tell us why here...
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.There are verifiable facts in this complaint that continued to go ignored by PNG. If they completed a correct investigation they would know that their technician lied to them and there was a forceable entry against my wishes due to the technicians negligence I wish for my complaint to be escalated to claims department Carl O[redacted] supervisor. My complete response letter is attached to ensure it’s sent if the format is not permitted in this window. I have been a customer of People’s Natural Gas since 2002, and have lived in my current location since 2007 which you can confirm with your records. I have let in at least three technicians to assist with the “turn on” process for an upstairs neighbor and have had no issues. It is apparent that this case has been mishandled and sets avery dangerous precedent for your company to continue to violate customer’s safety. I would appreciate if this matter was escalated to your superior. You may forward this letter for your convenience.Regarding incident number 9-294-17, the investigation letter response contradicts itself multiple times claiming that PNG procedures and protocol were followed. In your letter, it states “…our employee mentioned, he did not ask you to let the gentleman in…” and that appears to be the only true statement. As you stated, PNG is not permitted to enter a customer premise unaccompanied, which is why I came home from work early that day and continued to work from home to help with the process. If the stranger was a landlord as your letter claims, the landlord would have had a key to enter my apartment and I would not have had to leave work early. I would not have told him “nice to meet him”. Regarding the false statement that I did not make an insistence that the stranger not go into my basement, the location of the basement door to the front door was never obtained by your investigation. You would have gathered that the location is very close to the front door. Therefore, after the technician opened the front door himself and allowed the stranger to enter my front door closely behind him, you can see how it would have been difficult from me to go from sitting at the computer to throwing myself in front of them. When I told the stranger to not enter my basement, absolutely no further justification is necessary. Equally as important, you stated that the technician insisted that the stranger knew the layout of my basement yet you can see my entire basement when you enter it, which is another fact that would have been gathered with a complete and correct investigation.It’s clear that your investigation is in favor of your employee while being completely demeaning and disrespectful to me. If the investigation was sufficient, it would have easily proved that your technician lied to you and any involved at PNG. I clearly did not chose to be a part of this situation, did not want to be a part of this situation and would never wish for anyone else’s safety to be compromised due to this. It is the responsibility of PNG to follow safety procedures and that did not happen.As you stated in your letter, this has been a major inconvenience to me. Per your request I provided an estimate of what it would take to obtain a low-level security system and replacement lightbulb. Per my research, the sum of $305 is entirely reasonable and will allow me to feel safe again after your company’s error. I appreciate your immediate attention in this matter.
Regards,
[redacted]
Revdex.com:That is the current problem. I filled out the forms and filed the police report which the company claimed they received. It's not my fault your company lost the papers. It's also suspicious that the papers disappeared in thin air the same day the PUC agreed to close the case. I don't know what else your company wants from me since no matter what I do you are still going to go through illegal channels to force this bill on me. And, btw I never spoke to your company in 2015 so quit saying I had talked to you when I never did! My mother has agreed to take responsibility for the bill, but your company refuses to go after her. WHAT DO YOU WANT???
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:
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]
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]
I would like my services turned on immediately and to be compensated for loosing two days of work. I have had to pay over a 1000 dollars to have my pipes fixed, and cannot get anyone here to turn my gas on. My house is freezing!
Sorry to hear you had a bad impression of Peoples Gas. In reviewing your account with the company, I have found that you had service at [redacted] from 8/30/16 until the gas was shut off for non-payment on 6/14/17. The account was on a payment plan for...
Budget plus $17.66 to pay on the balance owed. The last payment showing is 10/11/16 for $50. The company made referrals when the energy assistance programs were available but no grants have been applied to the account. There was also a referral in April to apply to the [redacted] program, a program with an income based budget and assistance with arrearage forgiveness. A [redacted] representative advised you on 4/20/17 there was not enough income documentation submitted to complete enrollment in [redacted] When the remaining documents were submitted the enrollment could be completed. The remaining income documents have not yet been submitted. A customer can enroll in [redacted] when the gas service is on. On 7/6/17 you contacted the company for the amount needed to start gas service at a new address where the gas is off, the new address was not given. The representative updated household income and advised the full past due balance is needed $2,106.07 and the $50 reconnection fee would be billed. The only available assistance at this time is through the [redacted] (211) or possibly through local charitable organizations. A service denial letter has been sent to you. Under the circumstance, these are the options available at this time.
I called Mr. [redacted] on Monday February 5th to discuss his complaint. The customer has used a wood burner for his main source of heat since service started 11/3/15. There are no other gas appliances in the house. A furnace was here but not in working condition and Mr. [redacted] has just...
replaced it with a new furnace. His intention is to use the furnace for back up when the wood burner is not enough. The company will remove the non-registering charges that were billed for $492.23. I will call Mr. [redacted] on Friday 2/9/18 with his adjusted bill and he indicated he would like to remain on the budget. Mr. [redacted] is satisfied with the resolution of his complaint.
Account Number: [redacted]On 4/7/16 Mr. [redacted]'s established new construction gas service to his home at [redacted] [redacted] I called Mr. [redacted] on 5/4/16. He wants reimbursed for his inconvenience and the purchase price...
of one riser and the piping associated with extending and installing the riser. He agreed to send the company an email detailing his request for settlement of his claim which outlines the costs involved. His email will be forwarded to the company Claims Department who will review and get back to him regarding settlement of his claim.
Customer made a payment of $114.49 on 1/9/17 using his old account number and that payment was refunded to the account holder as the account was final. To date the $114.49 refund was not cashed. The company stopped payment on the $114.49 and transferred the payment of $114.49 to...
customer's current final bill balance. Customer filed a PUC complaint regarding this same issue. The company contacted the customer today. Customer verified his complaints are satisfied. An updated statement of account was mailed to the customer. Tell us why here...
Due to the age of the bill. Ms. [redacted] would need to contact the Collection Company and establish a payment plan with them or simply send in her payment each month to Peoples Gas.
Ms. [redacted],
Thank you for bringing this matter to our attention. We have reviewed our records and have determined the following:
On Friday December 18, 2015 Mr. [redacted] contacted Peoples to inquire if the gas service for the location [redacted] was...
still active in his name and a representative advised him that it was. At that time the customer advised the company that the property was sold to a new owner approximately one month ago and requested the service be discontinued immediately. The representative asked Mr. [redacted] if anyone would be affected by the gas service being turned off and he stated that he did not know if the home was occupied. The agent advised Mr. [redacted] that the company needed to post a notice at the property prior to the disconnection to allow the new owner time to establish service. A supervisor call back was requested.
Later that day a supervisor contacted Mr. [redacted] and explained that Peoples was not previously notified there was a change in ownership and could not turn off the gas prior to posting a notice at the property. The customer advised he would have the new owner call to transfer the gas service.
Effective December 22, 2015 gas service at the address was cancelled in Mr. [redacted]’s name as a result of the current owner calling to transfer the service.
On December 29th Mr. [redacted]’s account was issued a new final bill for service through November 4, 2015 based on property records that show the home was sold on November 5, 2015.
We hope this information and adjustment have adequately satisfied Ms. [redacted]’s concerns. If Mr. [redacted] has any further questions, he may call me directly at [redacted].
Thank you again for allowing us the opportunity to address this matter.
Thank you,
Sara H[redacted] | Customer Relations
...⇄ Reason for Date Enrolled Date Removed Plan Type Terms Removal 10/25/10 12/14/10 CAP 77.00 Transfer 12/08/10 04/28/11 CAP 65.00 Moved 01/12/12 05/08/12 CAP 193.00 Terminated-Non-pay 09/24/10 – Service established for [redacted] at [redacted], [redacted] [redacted]. 10/25/10 – Enrolled on Company’s CAP budget of $77 that was to begin with bill due 11/12/10. 12/27/10 – [redacted], husband and occupant, called the customer service office to transfer service to [redacted], [redacted] [redacted]. [redacted] updated the household income. The CAP budget was decreased from $77 to $65. 04/25/11 – [redacted], husband and occupant, called the customer service office to request a final reading effective 4/28/11. No mailing address was provided. 11/29/11 – [redacted]. [redacted] called the customer service office to establish gas service at [redacted] [redacted]. [redacted] was quoted the delinquent CAP amount of $245 to have the service restored. A denial letter was sent and Mrs. [redacted] was provided information on LIHEAP and Crisis for possible assistance. 12/06/11 – [redacted], husband called the customer service office for restoration amount. Mr. [redacted] was quoted the delinquent CAP amount of $245 and was referred to LIHEAP and Crisis for possible assistance. 12/23/11 - [redacted] filed a complaint with the Public Utility Commission regarding restoration of service at [redacted] 15212. 12/27/11 - [redacted] and [redacted] spoke with a Credit supervisor who quoted the $245 to have service turned on. 12/28/11 - [redacted] called the customer service office regarding restoration of service. Mr. [redacted] was advised of approval from LIHEAP and Crisis and scheduled service to be turned on 12/29/11. 05/08/12 – Service was disconnected for non-payment for the delinquent CAP. 10/08/12 - [redacted] called the customer service office for restoration amount. Mr. [redacted] was quoted the delinquent CAP amount of $1017 that was due 5/15/12 plus $50 reconnection charge. Mr. [redacted] was provided information on available Energy Assistance grants. 10/12/12 - [redacted] called the customer service office to request a denial letter to apply for assistance in restoration. 12/10/12 – [redacted] called the customer service office for restoration amount. Mrs. [redacted] was quoted delinquent CAP amount of $1017 plus $50 reconnection charge. Mrs. [redacted] was referred to LIHEAP, Crisis and Dollar Energy Fund for possible assistance. 12/20/12 – [redacted] called the customer service office regarding restoration amount. Mrs. [redacted] again was quoted $1017 plus $50 reconnection charge. There was no other contact from [redacted] until 1/11/17 when Mrs. [redacted] called the customer service office regarding this balance. Ms. [redacted] was advised that the account was already listed with a Collection Company and was provided with the Collection Company’s information. The final bill date was 5/8/12 and the final bill balance is $1227.87. This balance accrued over several locations. The last location was [redacted] when Equitable Gas was the Company that provided the service. Since then, Equitable Gas was bought by Peoples Natural Gas which is why the account is listed as a Peoples Natural Gas debt. Due to the age of the bills, the only statement available was from the last address of [redacted] [redacted]. Our position is that the final bill balance in the amount of $1227.87 and is the responsibility of [redacted]. [redacted].
Ms. [redacted] Thank you for bringing this matter to our attention and allowing us with the opportunity to review Ms. [redacted]’s concerns. We have reviewed our records and have determined the following:On April 22, 2015 Ms. [redacted] contacted Peoples Natural Gas regarding property at [redacted]...
[redacted]. Ms. [redacted] requested the mailing address be updated to [redacted]. Gas service at [redacted] reverted into Ms. [redacted]’s name as of April 28, 2015. Monthly billing statements continued to be mailed to the prior mailing address of [redacted]. Gas service at [redacted] was transferred out of Ms. [redacted]’s name on April 4, 2016 when a new customer called to establish service.Upon receipt of this inquiry, Peoples Gas has confirmed through the Beaver County Assessment Office that Ms. [redacted] no longer owns [redacted]. The Com**ny has removed the landlord reversion on the account.Peoples Gas strives to provide quality customer service and apologizes for any inconvenience caused to the customer. Peoples Gas has provided a 20% goodwill adjustment to the account. A final bill **yment agreement may be established, for the remaining balance of $498.48, by calling ###-###-####, Monday- Friday, from 8:00 A.M. through 5:00 P.M.If I can be of any further assistance, please feel free to contact me directly at ###-###-####.Thank you, Kristen ECustomer RelationsPeoples Natural Gas
The company Claims Department received Ms. [redacted]'s claim on 9/6/17. The claim is under review. The company goal is to respond to the claim within 30 days.
Thank you for contacting Peoples Gas. Per the information you requested in your inquiry to the Revdex.com.A Capacity Charge is a charge designed to recover the costs that the Company incurs to reserve capacity on interstate pipelines. The Capacity Charge is also sometimes called a Demand...
Charge.Peoples- Equitable Division historically included the rate for the capacity charge with the commodity charge and displayed it on the customer's bill as the Commodity Charge.Beginning April 1, 2015, the Company continued to charge customers the capacity charge, but it was displayed as its own line item on the bill.The information that was discussed on the news was concerning the DSIC Surcharge. This charge funds the repair, improvement and replacement of natural gas pipelines and related infrastructure.The DSIC percentage had been 0.00% since April 1, 2015. This was changed on August 1, 2015 to -3.87%. This is a credit amount and to your bill. Attached is the updated net billing schedule for Equitable Division effective August 1, 2015. Below is a description of how the DSIC charge/credit is calculated.Q. How is DSIC applied to my bill?DSIC applies to certain charges on your bill such as the customer charge and delivery charge. It does not apply to other charges such as gas costs. To calculate your DSIC charge, we add up the total due for each of the DSIC eligible charges and multiply that total by the DSIC percentage (0.35%) to arrive at the DSIC charge. For example:Total Bill $98.00DSIC eligible charges $54.00DSIC ($54.00 * 0.0387) $ 2.09**DSIC does not apply to gas costs (i.e. Capacity, Commodity, GCA) or State Tax Adjustment SurchargeWe hope the information provided was helpful and answers your questions. Please call ###-###-#### if you have further questions.
Good afternoon Ms. [redacted], Thank you for giving us the opportunity to address Ms. [redacted]’s concerns. In review of this account, we have determined the following: The security deposit of $92.00 assessed to begin service with us was indeed charged twice: once on the first bill...
prepared July 30, 2015 and again on the second bill prepared on August 27, 2015. The first deposit, along with the current charges for August, was paid in full. The August bill, however, included a second deposit of $92.00 and current charges of $28.20 for a total of $120.20. We received a customer payment of $28.20. That payment, however, was applied to the second deposit, leaving the current charges unpaid in the billing system. Thus, the next bill included a late payment charge of $0.42. Our records do show that Ms. [redacted] called on two occasions regarding this issue – once on September 2nd and again on October 6th. We apologize that this issue was not resolved with the first call. On October 6th we posted a credit of $0.42 for the late payment charge. Today we reversed the second deposit of $92.00. These changes will be outlined on the next billing statement. At this time only the current charges of $33.73 are due by the current due date of October 21, 2015. Again we apologize for any inconvenience this issue may have caused. If Ms. [redacted] has any questions she may call us at [redacted] and ask to speak with me directly. Thank you, [redacted] | Customer Relations Peoples Natural Gas [redacted]
On 9/21/17 Ms. [redacted]'s claim was closed by letter. Peoples reviewed the company records and interviewed our service technician. There is no suggestion of forcible entry, or a decision by Ms. [redacted] to not allow the employee and gentleman to enter her apartment to complete turn on for her neighbor. Regarding the security system: Peoples must respectfully deny this request. We feel our actions were justified and all company procedures were followed without incident. Due to the design of the apartments, it was necessary for our employee to access the neighbor's appliances by going through Ms. [redacted]'s apartment. We have no control over that. If customer feels the need to have a security system, that would be an issue to be resolved between her and her landlord. Regarding reimbursement for the damaged light bulb: As a gesture of good faith, Peoples offered a sum of $100.00 to cover the cost of a new light bulb and any inconvenience we may have caused. If you need additional information, please contact me. Denice Cl[redacted]Customer Relations SpecialistPeoples Natural Gas[redacted]###-###-####[redacted]
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]
Thank you for contacting Peoples Gas and allowing us the opportunity to review Mr. [redacted]'s account.Gas meters are mechanical devices and unfortunately can stop functioning properly. The gas meter at this property registered little to zero gas consumption from 05/08/2014 through 03/26/2017. ...
Peoples only billed for estimated usage from 03/08/2016 through 03/26/2017. A letter was mailed explaining this to the customer, along with a calculation of estimated consumption charges for that time. Mr. [redacted] was provided with a direct phone number to discuss the charges and any possible concerns, such as the change in usage patterns that he advises of in his complaint.On 08/14/2014 and again on 09/18/2017 Peoples attempted to also reach the customer regarding their concerns and left a voicemail with a direct number for call back.Peoples would appreciate the opportunity to review the customer’s concerns directly with them and to work towards a resolution on this matter.The customer may contact me directly at ###-###-####.Thank you, Kristen ECustomer Relations
Thank you for contacting Peoples Gas concerning your responsibility for the above mentioned account. [redacted] [redacted] Ms. [redacted] had prior service from 9/11/15 to 3/14/17 at [redacted]. in the amount of $1,246.10. The account was opened...
at her request when she gave her social security number and date of birth 1/8/1991 and authorized a credit check. Her account was finalized at her request. When customer finalized her account she was advised her mother would have to call to place service in her name. Customer’s mother, Ms. [redacted] gave her social security number and date of birth 11/14/1970 and authorized a credit check. Service was placed in the mother’s name at request 3/15/17 and finalized at her request on 5/1/17. Her mother did not request responsibility of the balance. [redacted] [redacted] On 3/16/17 Ms. [redacted] established service at [redacted]. Ms. [redacted] did not dispute authorizing service at her prior address until 10/2/17 when she called regarding a collection notice she received on her $1,246.10 final balance. Customer was advised of her options to either 1) file an identity theft police report naming her mother and send a copy to the company or 2) several authorization forms were sent to her mother to sign to accept the balance. On 10/3/17 Ms. [redacted] filed a complaint with the Pennsylvania Public Utility Commission (PUC) at case [redacted] disputing authorization of her prior bill. The company Customer Relations Specialist called Ms. [redacted] to explain the balance, transferred the balance to her active account and re-advised Ms. [redacted] of her options. On 10/13/17 Ms. [redacted] called and said her mother is willing to accept responsibility of her prior balance and requested a duplicate authorization form. The company sent a duplicate form and transferred the $1,246.10 in Ms. [redacted]’s name back to her final bill at [redacted] pending resolution or closing of the PUC complaint. As of 2/15/18 Peoples has not received a signed Authorization form. On 1/25/18 the PUC case [redacted] was closed: VERBAL CLOSE - ON 9/10/2015 A CALLER IDENTIFYING THEMSELVES AS THE COMPLAINANT CALLED TO ESTABLISH SERVICE AT [redacted] - THE COMPANY PLACED SERVICE IN HER NAME FOLLOWING A CREDIT CHECK AND REVIEW OF PERTINENT INFORMATION - THIS COMPLAINANT CALLED ON 3/13/2017 TO ESTABLISH SERVICE AT [redacted] - THE COMPANY IDENTIFIED THE OPEN ACCOUNT AND THE COMPLAINANT STATED HER MOTHER LIVES THERE - [redacted] (MOTHER) CALLED ON 3/14/2017 AND HAD SERVICE AT [redacted] PLACED IN HER NAME BACK TO 3/2015 - IT APPEARS THIS BALANCE SHOULD BE ON [redacted]'S ACCOUNT AT [redacted]. AND NOT [redacted]'S ACCOUNT AT 710 3RD ST. - CUSTOMER CALLED IN AND STATED THIS MATTER WAS RESOLVED BUT DID NOT EXPLAIN WHEN OR HOW - NO FURTHER QUESTIONS OR ISSUES. Upon receipt of the closing on this prior complaint and because the company did not receive an identity theft police report or an authorization from the mother, the company transferred the $1,246.10 back to the active account. The company position remains: [redacted] is responsible for $1,246.10 used at [redacted] [redacted] service from 9/11/15 to 3/14/17 and responsible for the balance from 3/16/17 to current at [redacted]. for a total balance owed of $1,631.59. [redacted] has the option of either 1) File an identity theft police report naming her mother and send a copy to the company or 2) her mother can sign and return one of the multiple authorization to transfer forms the company mailed her. Ms. [redacted] may contact the company if she wants a payment arrangement on the $1,631.59 balance. A statement of account of the $1,246.10 balance was prepared and is attached. If you have any questions or if I may be of further assistance, please contact me. I can be reached at ###-###-#### Monday through Friday between the hours of 8:00am and 4:00 pm. Sincerely, Denice C[redacted] Customer Relations Specialist Peoples Natural Gas [redacted] ###-###-#### [redacted]
Tell us why here...
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.There are verifiable facts in this complaint that continued to go ignored by PNG. If they completed a correct investigation they would know that their technician lied to them and there was a forceable entry against my wishes due to the technicians negligence I wish for my complaint to be escalated to claims department Carl O[redacted] supervisor. My complete response letter is attached to ensure it’s sent if the format is not permitted in this window. I have been a customer of People’s Natural Gas since 2002, and have lived in my current location since 2007 which you can confirm with your records. I have let in at least three technicians to assist with the “turn on” process for an upstairs neighbor and have had no issues. It is apparent that this case has been mishandled and sets avery dangerous precedent for your company to continue to violate customer’s safety. I would appreciate if this matter was escalated to your superior. You may forward this letter for your convenience.Regarding incident number 9-294-17, the investigation letter response contradicts itself multiple times claiming that PNG procedures and protocol were followed. In your letter, it states “…our employee mentioned, he did not ask you to let the gentleman in…” and that appears to be the only true statement. As you stated, PNG is not permitted to enter a customer premise unaccompanied, which is why I came home from work early that day and continued to work from home to help with the process. If the stranger was a landlord as your letter claims, the landlord would have had a key to enter my apartment and I would not have had to leave work early. I would not have told him “nice to meet him”. Regarding the false statement that I did not make an insistence that the stranger not go into my basement, the location of the basement door to the front door was never obtained by your investigation. You would have gathered that the location is very close to the front door. Therefore, after the technician opened the front door himself and allowed the stranger to enter my front door closely behind him, you can see how it would have been difficult from me to go from sitting at the computer to throwing myself in front of them. When I told the stranger to not enter my basement, absolutely no further justification is necessary. Equally as important, you stated that the technician insisted that the stranger knew the layout of my basement yet you can see my entire basement when you enter it, which is another fact that would have been gathered with a complete and correct investigation.It’s clear that your investigation is in favor of your employee while being completely demeaning and disrespectful to me. If the investigation was sufficient, it would have easily proved that your technician lied to you and any involved at PNG. I clearly did not chose to be a part of this situation, did not want to be a part of this situation and would never wish for anyone else’s safety to be compromised due to this. It is the responsibility of PNG to follow safety procedures and that did not happen.As you stated in your letter, this has been a major inconvenience to me. Per your request I provided an estimate of what it would take to obtain a low-level security system and replacement lightbulb. Per my research, the sum of $305 is entirely reasonable and will allow me to feel safe again after your company’s error. I appreciate your immediate attention in this matter.
Regards,
[redacted]
Revdex.com:That is the current problem. I filled out the forms and filed the police report which the company claimed they received. It's not my fault your company lost the papers. It's also suspicious that the papers disappeared in thin air the same day the PUC agreed to close the case. I don't know what else your company wants from me since no matter what I do you are still going to go through illegal channels to force this bill on me. And, btw I never spoke to your company in 2015 so quit saying I had talked to you when I never did! My mother has agreed to take responsibility for the bill, but your company refuses to go after her. WHAT DO YOU WANT???
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]
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]
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]
I would like my services turned on immediately and to be compensated for loosing two days of work. I have had to pay over a 1000 dollars to have my pipes fixed, and cannot get anyone here to turn my gas on. My house is freezing!
Sorry to hear you had a bad impression of Peoples Gas. In reviewing your account with the company, I have found that you had service at [redacted] from 8/30/16 until the gas was shut off for non-payment on 6/14/17. The account was on a payment plan for...
Budget plus $17.66 to pay on the balance owed. The last payment showing is 10/11/16 for $50. The company made referrals when the energy assistance programs were available but no grants have been applied to the account. There was also a referral in April to apply to the [redacted] program, a program with an income based budget and assistance with arrearage forgiveness. A [redacted] representative advised you on 4/20/17 there was not enough income documentation submitted to complete enrollment in [redacted] When the remaining documents were submitted the enrollment could be completed. The remaining income documents have not yet been submitted. A customer can enroll in [redacted] when the gas service is on. On 7/6/17 you contacted the company for the amount needed to start gas service at a new address where the gas is off, the new address was not given. The representative updated household income and advised the full past due balance is needed $2,106.07 and the $50 reconnection fee would be billed. The only available assistance at this time is through the [redacted] (211) or possibly through local charitable organizations. A service denial letter has been sent to you. Under the circumstance, these are the options available at this time.
I called Mr. [redacted] on Monday February 5th to discuss his complaint. The customer has used a wood burner for his main source of heat since service started 11/3/15. There are no other gas appliances in the house. A furnace was here but not in working condition and Mr. [redacted] has just...
replaced it with a new furnace. His intention is to use the furnace for back up when the wood burner is not enough. The company will remove the non-registering charges that were billed for $492.23. I will call Mr. [redacted] on Friday 2/9/18 with his adjusted bill and he indicated he would like to remain on the budget. Mr. [redacted] is satisfied with the resolution of his complaint.
Account Number: [redacted]On 4/7/16 Mr. [redacted]'s established new construction gas service to his home at [redacted] [redacted] I called Mr. [redacted] on 5/4/16. He wants reimbursed for his inconvenience and the purchase price...
of one riser and the piping associated with extending and installing the riser. He agreed to send the company an email detailing his request for settlement of his claim which outlines the costs involved. His email will be forwarded to the company Claims Department who will review and get back to him regarding settlement of his claim.
Customer made a payment of $114.49 on 1/9/17 using his old account number and that payment was refunded to the account holder as the account was final. To date the $114.49 refund was not cashed. The company stopped payment on the $114.49 and transferred the payment of $114.49 to...
customer's current final bill balance. Customer filed a PUC complaint regarding this same issue. The company contacted the customer today. Customer verified his complaints are satisfied. An updated statement of account was mailed to the customer. Tell us why here...
Due to the age of the bill. Ms. [redacted] would need to contact the Collection Company and establish a payment plan with them or simply send in her payment each month to Peoples Gas.
Ms. [redacted],
Thank you for bringing this matter to our attention. We have reviewed our records and have determined the following:
On Friday December 18, 2015 Mr. [redacted] contacted Peoples to inquire if the gas service for the location [redacted] was...
still active in his name and a representative advised him that it was. At that time the customer advised the company that the property was sold to a new owner approximately one month ago and requested the service be discontinued immediately. The representative asked Mr. [redacted] if anyone would be affected by the gas service being turned off and he stated that he did not know if the home was occupied. The agent advised Mr. [redacted] that the company needed to post a notice at the property prior to the disconnection to allow the new owner time to establish service. A supervisor call back was requested.
Later that day a supervisor contacted Mr. [redacted] and explained that Peoples was not previously notified there was a change in ownership and could not turn off the gas prior to posting a notice at the property. The customer advised he would have the new owner call to transfer the gas service.
Effective December 22, 2015 gas service at the address was cancelled in Mr. [redacted]’s name as a result of the current owner calling to transfer the service.
On December 29th Mr. [redacted]’s account was issued a new final bill for service through November 4, 2015 based on property records that show the home was sold on November 5, 2015.
We hope this information and adjustment have adequately satisfied Ms. [redacted]’s concerns. If Mr. [redacted] has any further questions, he may call me directly at [redacted].
Thank you again for allowing us the opportunity to address this matter.
Thank you,
Sara H[redacted] | Customer Relations
Payment Plans...
...⇄ Reason for Date Enrolled Date Removed Plan Type Terms Removal 10/25/10 12/14/10 CAP 77.00 Transfer 12/08/10 04/28/11 CAP 65.00 Moved 01/12/12 05/08/12 CAP 193.00 Terminated-Non-pay 09/24/10 – Service established for [redacted] at [redacted], [redacted] [redacted]. 10/25/10 – Enrolled on Company’s CAP budget of $77 that was to begin with bill due 11/12/10. 12/27/10 – [redacted], husband and occupant, called the customer service office to transfer service to [redacted], [redacted] [redacted]. [redacted] updated the household income. The CAP budget was decreased from $77 to $65. 04/25/11 – [redacted], husband and occupant, called the customer service office to request a final reading effective 4/28/11. No mailing address was provided. 11/29/11 – [redacted]. [redacted] called the customer service office to establish gas service at [redacted] [redacted]. [redacted] was quoted the delinquent CAP amount of $245 to have the service restored. A denial letter was sent and Mrs. [redacted] was provided information on LIHEAP and Crisis for possible assistance. 12/06/11 – [redacted], husband called the customer service office for restoration amount. Mr. [redacted] was quoted the delinquent CAP amount of $245 and was referred to LIHEAP and Crisis for possible assistance. 12/23/11 - [redacted] filed a complaint with the Public Utility Commission regarding restoration of service at [redacted] 15212. 12/27/11 - [redacted] and [redacted] spoke with a Credit supervisor who quoted the $245 to have service turned on. 12/28/11 - [redacted] called the customer service office regarding restoration of service. Mr. [redacted] was advised of approval from LIHEAP and Crisis and scheduled service to be turned on 12/29/11. 05/08/12 – Service was disconnected for non-payment for the delinquent CAP. 10/08/12 - [redacted] called the customer service office for restoration amount. Mr. [redacted] was quoted the delinquent CAP amount of $1017 that was due 5/15/12 plus $50 reconnection charge. Mr. [redacted] was provided information on available Energy Assistance grants. 10/12/12 - [redacted] called the customer service office to request a denial letter to apply for assistance in restoration. 12/10/12 – [redacted] called the customer service office for restoration amount. Mrs. [redacted] was quoted delinquent CAP amount of $1017 plus $50 reconnection charge. Mrs. [redacted] was referred to LIHEAP, Crisis and Dollar Energy Fund for possible assistance. 12/20/12 – [redacted] called the customer service office regarding restoration amount. Mrs. [redacted] again was quoted $1017 plus $50 reconnection charge. There was no other contact from [redacted] until 1/11/17 when Mrs. [redacted] called the customer service office regarding this balance. Ms. [redacted] was advised that the account was already listed with a Collection Company and was provided with the Collection Company’s information. The final bill date was 5/8/12 and the final bill balance is $1227.87. This balance accrued over several locations. The last location was [redacted] when Equitable Gas was the Company that provided the service. Since then, Equitable Gas was bought by Peoples Natural Gas which is why the account is listed as a Peoples Natural Gas debt. Due to the age of the bills, the only statement available was from the last address of [redacted] [redacted]. Our position is that the final bill balance in the amount of $1227.87 and is the responsibility of [redacted]. [redacted].
Ms. [redacted] Thank you for bringing this matter to our attention and allowing us with the opportunity to review Ms. [redacted]’s concerns. We have reviewed our records and have determined the following:On April 22, 2015 Ms. [redacted] contacted Peoples Natural Gas regarding property at [redacted]...
[redacted]. Ms. [redacted] requested the mailing address be updated to [redacted]. Gas service at [redacted] reverted into Ms. [redacted]’s name as of April 28, 2015. Monthly billing statements continued to be mailed to the prior mailing address of [redacted]. Gas service at [redacted] was transferred out of Ms. [redacted]’s name on April 4, 2016 when a new customer called to establish service.Upon receipt of this inquiry, Peoples Gas has confirmed through the Beaver County Assessment Office that Ms. [redacted] no longer owns [redacted]. The Com**ny has removed the landlord reversion on the account.Peoples Gas strives to provide quality customer service and apologizes for any inconvenience caused to the customer. Peoples Gas has provided a 20% goodwill adjustment to the account. A final bill **yment agreement may be established, for the remaining balance of $498.48, by calling ###-###-####, Monday- Friday, from 8:00 A.M. through 5:00 P.M.If I can be of any further assistance, please feel free to contact me directly at ###-###-####.Thank you, Kristen ECustomer RelationsPeoples Natural Gas