Atmos Energy

Multiple people have spoken with Ms*** and she and the Company have agreed that the meter reader will first knock on her door and allow her to put up her dog before they attempt to read the meter. *** ***Director Public AffairsAtmos Energy

Complaint: ***
I am rejecting this response because:
You just messaged the same generic responseMy issue still stands as well as my previous messageYou need to take responsibility for your short comings as a business and for the mistakes of your employee, instead of trying to shovel them onto me

Atmos Energy investigated the above complaint involving a credit balance on account [redacted] in the name of [redacted].  Our records indicated, the customer contacted our customer call center and requested the credit balance on her final account of $66.82 to be applied to another...

account.  We accommodated her request on March 15, 2018.  However, given the fact, the customer has now requested her refund in check form, we have reversed the transaction and have issued her a refund check of $66.82.  The check should arrive in 7-10 business days.  Our records show the customer’s account final balance was $66.83, not $67.00.   If you have any additional questions or concerns, please let me know. Thank you,[redacted]

As long as an account remains active, the customer charge is billed to the account.  The customer charge covers the cost to service gas to the address.  This fee is billed rather gas is used or not.  We are unable to adjust the charges from the account.

Revdex.com:
At this time, my complaint, ID 11297907 regarding Atmos Energy has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

April 26, 2018 RE:  Complaint ID: [redacted]To whom it may concern,In response to account’s meter being read incorrectly, Atmos Energy has responded promptly each time there has been a concern and corrective action taken. This particular billing concern involved Atmos Energy’s budget...

billing system.    The use of this method is as follows, the customer will pay an average of a 12 month billing cycle which will vary based on the amount of usage month to month.  Sometimes the actual amount may increase or decrease pending on the amount of consumption.  In order to be a part of our budget billing, the customer must pay the budgeted amount by the due date or will be dropped from it.  In this scenario, the customer had received credits for the meter reading errors.  Their credit was used up with October’s usage.During December, January, and February we experienced extreme winter temperatures and an increase in usage.Budget billing has been re-established for this account.  Customer is required to make payments in full in order to continue the budget billing plan.  At Atmos Energy our goal is safety, reliability and delivering excellent customer service. Best regards

Complaint: [redacted]
I am rejecting this response because:  Why are they not giving me a termination notice as to when my service will be disconnected.  One of the supervisiors stated they would send me  a copy of the notice [redacted] supervisior I have yet to receive it.  I did get a bill on yesterday stating that I wasn't past due.  But it did state that my new bill was 203.00 and it would be past due after the 17th I would like to have my termination notice every month.  thank you.
Regards,
[redacted]

Customer is claiming a phone call was placed to Atmos Energy on 12/02/2015 to cancel service. The service order history, web account history, and phone call history was reviewed determining there is no record of the customer attempting to cancel service. This was double reviewed by an account...

supervisor and Customer Care Specialist. The customer was also using a third party program to assist with the utility transfer. The previous service address was cancelled on 1/05/16 per customer's request. The gas was shut off at the new address due to the gas being idle. The gas was in Atmos Energy's name. As a courtesy, Atmos Energy will allow a meter to idle for a limited amount of days until a new customer calls in to start service in their name. The number of days had exceeded prompting the system to generate an order to shut the gas off. The gas was shut off before the customer placed an order of service. According to the account notes, the customer had been living in the new home since 12/04/15. The gas would have not been shut off if a request was made before 1/04/16.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

On 1/23/17 Atmos Energy obtained an actual read and was sent to billing for correction. The usage aligns historically at the property. As of 1/27/17 the customer has accepted all charges and set up a payment plan to resolve the balance.

Dear B.B.B.The charges on this customer's account is correct and according to the rules and regulations. The explanation was given in details; unfortunately, the customer appears not to understand that central heater is the main appliance using the gas in the house and the second is the water heater.We would like to say that if she wants to take this case further she can contact the Rail Road Commission. She also can go online and read the tariff at [redacted] or look for tips on our site on how to save energy.Thank you,

Defect and cross over in service orders. Reversed tamper fee of $125.00 as courtesy.

The customer charge is a base fee that is billed each month, as long as the account remains active.  We are unable to adjust this fee.  For additional information please visit our tariffs at [redacted].

Prior to the payment upon reconnection, the last payment on this account was in October of 2014.  When services are turned off for non payment a reconnection fee is required when reconnecting.

The customer’s meter was over read on 04/17/2015 by 100cubic feet of gas.  Service dates were 03/19/2015 – 04/17/2015, previous read6253 – present read 6371 = 118 ccfThe bill was for the amount of $88.64 + $0.90 “PipelineSafety/Regulatory Fee” = $89.54.After the meter was re-read the account...

was corrected toreflect the following:Previous read 6253 – present read 6271 = 18 ccfThe corrected bill amount was $30.24 + $0.90 “PipelineSafety/Regulatory Fee” = $31.14, for a difference of ($58.40).The customer was mailed a corrected statement for only$31.14.  Payment was made for $31.14.

Whenever a customer is disconnected for non pay a 65.00+ taxes reconnection fee is due at the time of reconnection.  When a customer is disconnected for non- pay, their  account is still active in our system for at least 30 days.  After the customer has not reconnected their...

service a final bill is issued and the account is closed.  However, as a courtesy we have adjusted off all charges that were billed to the account after the disconnection date, and the account has a $0.00 balance.

The meter reading that was taken in Feb, 2017 confirmed that the gas was consumed during the Jan, 2017 billing period.  No adjustment is warranted.

We reviewed the call from when services were reconnected, Monday was advised. The order is scheduled for Monday, which is the soonest available business date.