Chesapeake Utilities Corporation

Initial Business Response / [redacted] (1000, 8, 2015/05/27) */ We have contacted and spoke with [redacted] She was told that she would have to pay for the gas that has been used in order to get gas service reinstatedThe total amount of gas used is $636.58, plus she has to pay a $dollar reinstatement fee and complete membership forms which were faxed to herWe are waiting to hear back from her in regards to this matterAs soon as we hear from her, have payment in hand and the membership is complete, we will be out to reinstate her gas serviceIf you have any questions, please email or call me at [redacted] [redacted] Operations Coordinator Aspire Energy of Ohio [redacted]

In response to case # [redacted] , I (B [redacted] ) have found the following:• Acknowledgement of Customer's concerns:• Stating gas service was disconnected without proper notification.• Phone lines were busy when trying to contact the company on7/14/15.• Wants $connection fee waived.• Statement of Facts:• A paragraph is printed on the bill if there is a past due amountshowing from the previous month,which states: Please pay any past due amounts immediately and any current month gas charges by the "Past Due After" date printed on your statement in order to avoid disconnection of gas serviceIf you have already paid your overdue balance, please accept our thanks and disregard this noticeThis notice was on the bill dated 6/11/with a due date of 6/25/2015.• A disconnection notice was mailed out on 6/with a disconnection date of 7/10/stating :"Your gas service will be DISCONNECTED without further notice unless payment is received in FULL before the DISCONNECT DATEA partial payment is NOT sufficientIf we come to your residence to collect your payment, you will pay a collection fee of $ If your service is DISCONNECTED, there will be a reconnection fee of $or $60.00,depending on your scheduled time for reconnectionA deposit or additional deposit may be required If you are unable to pay your winter heating bill,please contact any of the agencies listedon the back to apply for assistanceAlso on the same notice it states "Dear Customer: Our records show that your payment is Past DueOur office must process your payment before the Disconnect Date.A prior Notice of Termination with an outstanding balance overrides this new notice.• An automated phone call from the company was made on 6/26/at 6:13:and was answeredThe phone number that was used to contact the customer on this date is the phone number whichappea rs on the complaint received from the Revdex.com of DEThis message tells the customer to please call Chesapeake Utilities in the morning after Sam.• No call was received from the customer to inform our company of any problems or to make arrangements for payment.• Gas was turned off on 7/14/for nonpayment.• On 7/14/Chesapeake .Utilities did not experience any reported phone issues.• Payment verification was called into the company at 4:35pm on 7/14/for the past due balance.• Reconnection fee of $was billed to the customer.• Service was restored the next business day 7/15/15.• Actions:• The reconnection fee will stand for the $35.00.• We sent a bill for the reconnection fee rather than rquire it upfront.Please contact me with any questions or concerns about this responseIcan be reached by email [redacted] Sincerely, B [redacted] Customer Service Supervisor of Quality Assurance [redacted]

Below please find the details of our review in response to case # [redacted] o Acknowledgement of Customer's Concerns: • Customer reports she deposited payment at the Salisbury drop box location on October 7th, the disconnection dateThe next day her gas service was interrupted • Customer disputes the $reconnection fee and the deposit charge of $ • Customer states convenience fee to pay by credit card, via phone or online, is "ridiculous" o Statement of Facts: • On September our Company mailed a disconnection letter to the customer The notice states the following: "Dear Customer: Our records show that your payment is Past DueOur office must process your payment before the Disconnect DateA prior Notice of Termination with an outstanding balance overrides this new notice.' In addition, the notice goes on to state: 11Vour gas service will be DISCONNECTED without further notice unless payment is received in FULL b fore the DISCONNECT DATEA partial payment is NOT sufficient If we come to your residence to collect your payment, you will pay a collection fee of $ If your service is DISCONNECTED, there will be a reconnection fee of $or $60.00, depending on your scheduled time for reconnection A deposit or additional deposit may be required If you are unable to pay your winter heating bill, please contact any of the agencies listed on the back to apply for assistance." • At the time of the gas service disconnection, three bills were past dueThe customer's last payment was received by our Company on July 3, • The Company has no record of the customer calling in to discuss their bill or request payment arrangements • On October ih, our Company's Courier collected the payments from the drop box at 8:30am The customer's payment was not presentOn October 8th, the customer's gas service was interrupted at 9:35amLater the same day, our courier's delivery to the office, included the customer's payment • On October gth, the customer's gas service was reactivatedThe reconnection fee and deposit was billed to the account and will appear on her next billing statement • The processing fee to submit payments up to $is $on line and $via the phoneOur Company utilizes •choice Pay, a third party partner, for its online billing services Chesapeake Utilities does not control the fees or terms, which are listed online on our bill payment center page o Actions; • As a one-time courtesy, Chesapeake Utilities will waive the deposit However, if the customer's service is disconnected for non-payment again, she will be required to pay the deposit • The reconnection fee of the $will stand Please contact me with any questions or concerns about this response I can be reached by email [redacted]

I am really disappointed with the processing fee required by Chesapeake utilities. Even if one is providing a bank account online for the payments to be drawn from, you are still required to pay the processing fee. It is exploitation. some company collecting easy money from hardworking people.

• Acknowledgement of Customers Concerns:o The customer is stating they moved out of their residence on 3/2/15 but forgot to contact the company with this information until 4/10/15.o...

Feels the company should not charge for gas usage due to their move out date.• Statement of Facts:o The customer called Chesapeake Utilities on 4/10/15 to requestdisconnection of service A.S.A.P.o Service was turned off out of their name on 4/13/15 which was the next  business day.o  The final bill processed on 4/15/15 for gas usage from 3/13/15 thru4/13/15. The balance due was $0.00 with 0 units used.o  The previous bill processed on 3/19/15 for gas usage from 2/16/15thru 3/18/15. The balance due was $74.42 for 40 units used.o  The customer's account is at a -0- balance.• No actions are needed on this account.  The final bill was for $0.00. Please refer to the attached DE Tariff Sheet 15.2.Please contact me with any questions you may have concerning this response. I can be reached by email at [redacted]Sincerely,[redacted]
[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,

Initial Business Response /* (1000, 8, 2015/05/27) */
We have contacted and spoke with [redacted]. She was told that she would have to pay for the gas that has been used in order to get gas service reinstated. The total amount of gas used is $636.58, plus she has to pay a $55 dollar...

reinstatement fee and complete membership forms which were faxed to her. We are waiting to hear back from her in regards to this matter. As soon as we hear from her, have payment in hand and the membership is complete, we will be out to reinstate her gas service. If you have any questions, please email or call me at[redacted].
[redacted]
Operations Coordinator
Aspire Energy of Ohio
[redacted]

Below please find the details of our review in response to case #[redacted]
o Acknowledgement of Customer's Concerns:
• Customer reports she deposited payment at the Salisbury drop box location...

on 9 October 7th, the disconnection date. The next day her gas service  was  interrupted.
• Customer disputes the $35.00 reconnection fee and the deposit charge of $235.00.
• Customer states convenience fee to pay by credit card, via phone or online, is "ridiculous".
o Statement of Facts:
• On September 23 2014 our Company mailed a disconnection letter to the customer.  The notice states the following:
"Dear Customer: Our records show that your payment is Past Due. Our office must process your payment before the Disconnect Date. A prior Notice of Termination with an outstanding balance overrides this new notice.'
In addition, the notice goes on to state: 11Vour gas service will be
DISCONNECTED without further notice unless payment is received in FULL b fore the DISCONNECT DATE. A partial payment is NOT sufficient.  If we come to your residence to collect your payment,
you will pay a collection fee of $17.00.  If your service is DISCONNECTED, there will be a reconnection fee of $35.00 or
$60.00, depending on your scheduled time for reconnection.  A deposit or additional deposit may be required.  If you are unable to
pay your winter heating bill, please contact any of the agencies listed on the back to apply for assistance."
• At the time of the gas service disconnection, three bills were past due. The customer's last payment was received by our Company on July 3, 2014.
• The Company has no record of the customer calling in to discuss their bill or request payment arrangements.
• On October ih, our Company's Courier collected the payments from the drop box at 8:30am.  The customer's payment was not present. On October 8th, the customer's gas service was interrupted at 9:35am. Later the same day, our courier's delivery to the office, included the customer's payment.
• On October gth, the customer's gas service was reactivated. The reconnection fee and deposit was billed to the account and will appear on her next billing statement.
• The processing fee to submit payments up to $300.00 is $2.95 on line and $3.95 via the phone. Our Company utilizes •choice Pay, a third party partner, for its online billing services.  Chesapeake Utilities does not control the fees or terms, which are listed online on our bill payment center page.
o Actions;
• As a one-time courtesy, Chesapeake Utilities will waive the deposit.
However, if the customer's service is disconnected for non-payment
again, she will be required to pay the deposit.
• The reconnection fee of the $35.00 will stand.
Please contact me with any questions or concerns about this response.  I can be reached by email [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

In response to case #[redacted], I (B[redacted]) have found the following:• Acknowledgement of Customer's concerns:• Stating gas service was disconnected without proper notification.• Phone lines were busy when trying to contact the company on7/14/15.• Wants $35.00 connection fee waived.• Statement of...

Facts:• A paragraph is printed on the bill if there is a past due amountshowing from the previous month,which states:  Please pay any past due amounts immediately and any current month gas charges by the "Past Due After" date printed on your statement in order to avoid disconnection of gas service. If you have already paid your overdue balance, please accept our thanks and disregard this notice. This notice was on the bill dated 6/11/15 with a due date of 6/25/2015.• A disconnection notice was mailed out on 6/26 with a disconnection date of 7/10/15 stating :"Your gas service will be DISCONNECTED without further notice unless payment is received in FULL before the DISCONNECT DATE. A partial payment is NOT sufficient. If we come to your residence to collect your payment, you will pay a collection fee of $17.00.  If your service is DISCONNECTED, there will be a reconnection fee of $35.00 or $60.00,depending on your scheduled time for reconnection. A deposit or additional deposit may be required.  If you are unable to pay your winter heating bill,please contact any of the agencies listedon the back to apply for assistance. Also on the same notice it states "Dear Customer: Our records show that your payment is Past Due. Our office must process your payment before the Disconnect Date.A prior Notice of Termination with an outstanding balance overrides this new notice.• An automated phone call from the company was made on 6/26/15 at 6:13:10 and was answered. The phone number that was used to contact the customer on this date is the phone number whichappea rs on the complaint received from the Revdex.com of DE. This message tells the customer to please call Chesapeake Utilities in the morning after Sam.• No call was received from the customer to inform our company of any problems or to make arrangements for payment.• Gas was turned off on 7/14/15 for nonpayment.• On 7/14/15 Chesapeake .Utilities did not experience any reported phone issues.• Payment verification was called into the company at 4:35pm on 7/14/15 for the past due balance.• Reconnection fee of $35.00 was billed to the customer.• Service was restored the next business day 7/15/15.• Actions:• The reconnection fee will stand for the $35.00.• We sent a bill for the reconnection fee rather than rquire it upfront.Please contact me with any questions or concerns about this response. Ican be reached by email [redacted]Sincerely, B[redacted]Customer Service Supervisor of Quality Assurance [redacted]
[redacted]

In response to case #[redacted], I (B[redacted]) have found the following:• Acknowledgement of Customer's concerns:• Stating gas service was disconnected without proper notification.•...

Phone lines were busy when trying to contact the company on7/14/15.• Wants $35.00 connection fee waived.• Statement of Facts:• A paragraph is printed on the bill if there is a past due amountshowing from the previous month,which states:  Please pay any past due amounts immediately and any current month gas charges by the "Past Due After" date printed on your statement in order to avoid disconnection of gas service. If you have already paid your overdue balance, please accept our thanks and disregard this notice. This notice was on the bill dated 6/11/15 with a due date of 6/25/2015.• A disconnection notice was mailed out on 6/26 with a disconnection date of 7/10/15 stating :"Your gas service will be DISCONNECTED without further notice unless payment is received in FULL before the DISCONNECT DATE. A partial payment is NOT sufficient. If we come to your residence to collect your payment, you will pay a collection fee of $17.00.  If your service is DISCONNECTED, there will be a reconnection fee of $35.00 or $60.00,depending on your scheduled time for reconnection. A deposit or additional deposit may be required.  If you are unable to pay your winter heating bill,please contact any of the agencies listedon the back to apply for assistance. Also on the same notice it states "Dear Customer: Our records show that your payment is Past Due. Our office must process your payment before the Disconnect Date.A prior Notice of Termination with an outstanding balance overrides this new notice.• An automated phone call from the company was made on 6/26/15 at 6:13:10 and was answered. The phone number that was used to contact the customer on this date is the phone number whichappea rs on the complaint received from the Revdex.com of DE. This message tells the customer to please call Chesapeake Utilities in the morning after Sam.• No call was received from the customer to inform our company of any problems or to make arrangements for payment.• Gas was turned off on 7/14/15 for nonpayment.• On 7/14/15 Chesapeake .Utilities did not experience any reported phone issues.• Payment verification was called into the company at 4:35pm on 7/14/15 for the past due balance.• Reconnection fee of $35.00 was billed to the customer.• Service was restored the next business day 7/15/15.• Actions:• The reconnection fee will stand for the $35.00.• We sent a bill for the reconnection fee rather than rquire it upfront.Please contact me with any questions or concerns about this response. Ican be reached by email [redacted]Sincerely, B[redacted]Customer Service Supervisor of Quality Assurance [redacted]
[redacted]

• Acknowledgement of Customer's Concerns:o The customer is requesting that he no longer receive notices concerning the deposit amount.o Feels the company should make up for the time...

he was on hold andunnecessary stress.• Statement of Facts:o The customer paid the first deposit agreement of $125.00 on 12/12/2014.o  Chesapeake Utilities received a letter of employment on 1/20/2015in order to waive the deposit.o An error occurred n the processing of the letter of employment, causing the customer to receive notices in the mail and by phone.o Notices generated on 1/21/2015 to be mailed and process by phone.o Customer called into the office on 1/23/2015 due to receiving the phone call.o  Letter of employment notated correctly and deposit arrangement ended  on  1/23/2015.o Customer called in twice because of these notices on 1/29/15. Spokewith a supervisor and was told this had been taken care of and he had a credit on this account of the $125.00.  No other notices would generate for the deposit.• Actions:Notation was made on the customer's account and the information entered into the system correctly to prevent any future notices concerning the deposit.o The customer's record will not show any negative credit history due to the error.o Providing the customer with a $25.00 customer relations credit.Please contact me with any questions you may have concerning this response. I can be reached by email at [redacted]

Review: When I started service with Chesapeake, I was told by a representative that the activation deposit ($250) would be waived if I provided a letter from my Army Reserve unit stating that I had been in good standing for more than three years. I provided this letter and was billed the first charge of the $250 ($125). I paid that fee, but contacted Chesapeake about the issue. I was asked to resend the notice which I did and the person I spoke with told me they would resolve the situation and put that first $125 toward my bill. This resolution occurred on January 20th. Today is January 29th and I have received an automated phone call and/or letter from Chesapeake notifying me that I owe money or my gas would be turned off every day since the 20th. Each time I contact them to resolve the issue somebody tells me that I'm good to go and have a $125 credit on my account. Today I asked to speak to a supervisor. The person I spoke with told me to hold on for a second and they would get somebody then hung up the phone. I called back and another person asked for my number and told me they would call me back. They did not call back. I don't know if my gas is going to be shut off while I am still $125 to the good, but the obvious past due notices keep getting put in my mailbox and I keep getting calls from the company which is embarrassing and makes me look irresponsible to anybody else seeing this information.Desired Settlement: I would like for them to leave me alone (they keep saying that the information was automated but it's been nine days since the issue was resolved). I also believe that they should try to find some way of making up for the time I've lost on hold and the unnecessary stress. I would cancel my service with them, but I live in an apartment so I don't have a choice.

Business

Response:

• Acknowledgement of Customer's Concerns:o The customer is requesting that he no longer receive notices concerning the deposit amount.o Feels the company should make up for the time he was on hold andunnecessary stress.• Statement of Facts:o The customer paid the first deposit agreement of $125.00 on 12/12/2014.o Chesapeake Utilities received a letter of employment on 1/20/2015in order to waive the deposit.o An error occurred n the processing of the letter of employment, causing the customer to receive notices in the mail and by phone.o Notices generated on 1/21/2015 to be mailed and process by phone.o Customer called into the office on 1/23/2015 due to receiving the phone call.o Letter of employment notated correctly and deposit arrangement ended on 1/23/2015.o Customer called in twice because of these notices on 1/29/15. Spokewith a supervisor and was told this had been taken care of and he had a credit on this account of the $125.00. No other notices would generate for the deposit.• Actions:Notation was made on the customer's account and the information entered into the system correctly to prevent any future notices concerning the deposit.o The customer's record will not show any negative credit history due to the error.o Providing the customer with a $25.00 customer relations credit.Please contact me with any questions you may have concerning this response. I can be reached by email at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Service was disconnected without proper notification. when a call attempt was made to rectify the situation, phone was busy for an extended period time. once communication was finally established spoke to three different representatives with no satisfactory outcomeDesired Settlement: I would like a refund of the $35 disconnect fee, I would also like better notification before interruption of service. A phone call 1 hour before disconnect or the morning of disconnect could have avoided this situation entirely

Business

Response:

In response to case #[redacted], I (B[redacted]) have found the following:• Acknowledgement of Customer's concerns:• Stating gas service was disconnected without proper notification.• Phone lines were busy when trying to contact the company on7/14/15.• Wants $35.00 connection fee waived.• Statement of Facts:• A paragraph is printed on the bill if there is a past due amountshowing from the previous month,which states: Please pay any past due amounts immediately and any current month gas charges by the "Past Due After" date printed on your statement in order to avoid disconnection of gas service. If you have already paid your overdue balance, please accept our thanks and disregard this notice. This notice was on the bill dated 6/11/15 with a due date of 6/25/2015.• A disconnection notice was mailed out on 6/26 with a disconnection date of 7/10/15 stating :"Your gas service will be DISCONNECTED without further notice unless payment is received in FULL before the DISCONNECT DATE. A partial payment is NOT sufficient. If we come to your residence to collect your payment, you will pay a collection fee of $17.00. If your service is DISCONNECTED, there will be a reconnection fee of $35.00 or $60.00,depending on your scheduled time for reconnection. A deposit or additional deposit may be required. If you are unable to pay your winter heating bill,please contact any of the agencies listedon the back to apply for assistance. Also on the same notice it states "Dear Customer: Our records show that your payment is Past Due. Our office must process your payment before the Disconnect Date.A prior Notice of Termination with an outstanding balance overrides this new notice.• An automated phone call from the company was made on 6/26/15 at 6:13:10 and was answered. The phone number that was used to contact the customer on this date is the phone number whichappea rs on the complaint received from the Revdex.com of DE. This message tells the customer to please call Chesapeake Utilities in the morning after Sam.• No call was received from the customer to inform our company of any problems or to make arrangements for payment.• Gas was turned off on 7/14/15 for nonpayment.• On 7/14/15 Chesapeake .Utilities did not experience any reported phone issues.• Payment verification was called into the company at 4:35pm on 7/14/15 for the past due balance.• Reconnection fee of $35.00 was billed to the customer.• Service was restored the next business day 7/15/15.• Actions:• The reconnection fee will stand for the $35.00.• We sent a bill for the reconnection fee rather than rquire it upfront.Please contact me with any questions or concerns about this response. Ican be reached by email [redacted]Sincerely, B[redacted]Customer Service Supervisor of Quality Assurance [redacted]

Review: The address of [redacted] is in question. The home was foreclosed on and bought back from the bank. This was done on March 5th. However, due to a mistake I claim as my fault, the utility was not closed. I simply did not remember. Then we received a bill for services that were not ours as we no longer owned the home and had not been in the residence since 3/2. However, upon calling them to have the billing adjusted I was informed they cannot do that. Since services were not called to cancel, billing for 2 payment periods are the responsibility of myself to pay... to a home I no longer own of an amount of approximately $170.

I spoke with a supervisor, [redacted], and she also stated this can't be changed. Essentially, the system does not have anyone to bill the rendered services to and because of that, they are holding me responsible for the balance on a house I, again, no longer own. I clarified if the system isn't capable of doing this or simply they can't do it because the balance must be paid by someone and [redacted] skirted around the answer essentially stating that the bank should have called to take ownership of the utilities where I responded because they didn't take responsibility that leaves me responsible for a bill that is not mine to own in any other way except I was the last name on the bill. She apologized emphatically but not in a way to make some other option available.

Now, I have 2 bills that are due to me after cancelling the service today. It never occurred to me that they would not be able to remove the balance and charge me accordingly. Understanding they can't pull apart the 1st bill because they can't go back to see the exact amount of gas I used up to the point I left, but to make me pay for the 2nd bill as well is ludicrous as it was is obvious based on public records that we are no longer the owners of the residence.Desired Settlement: We were not living there, no longer the owners of the home and have forwarding of all our mail to a new address as verification. These bills should not be required for us to pay and we want them expunged.

Business

Response:

• Acknowledgement of Customers Concerns:o The customer is stating they moved out of their residence on 3/2/15 but forgot to contact the company with this information until 4/10/15.o Feels the company should not charge for gas usage due to their move out date.• Statement of Facts:o The customer called Chesapeake Utilities on 4/10/15 to requestdisconnection of service A.S.A.P.o Service was turned off out of their name on 4/13/15 which was the next business day.o The final bill processed on 4/15/15 for gas usage from 3/13/15 thru4/13/15. The balance due was $0.00 with 0 units used.o The previous bill processed on 3/19/15 for gas usage from 2/16/15thru 3/18/15. The balance due was $74.42 for 40 units used.o The customer's account is at a -0- balance.• No actions are needed on this account. The final bill was for $0.00. Please refer to the attached DE Tariff Sheet 15.2.Please contact me with any questions you may have concerning this response. I can be reached by email at [redacted]Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I received a disconnect notice with a date of 10/7/14. I dropped off a payment at the drop off box located on [redacted]. at 9:37A on 10/7/14. The service was disconnected on 10/8/14 at 9:35A. I called to inquire & was told that I would have to pay a $35 reconnect fee & an additional $235 for a deposit that I have already paid. I don't think it is fair that I have to be penalized because there is no information at the drop off location of what time the y are picked up. I was told that I should have called to let them know that the payment was there. I should not have to do that when I honored my end of the bargain. The customer service is poor. I was extremely upset considering I paid the bill. They don't take credit card payments in the office location & the fee to pay by phone is ridiculous. But for the fact that I have a 3 1/2 month old infant in the home, I would have said not to reconnect it. I feel that I am being bootstrapped into paying the extra fees. This is totally unfair.Desired Settlement: I would like to be credited the $35 reconnect fee & the $235 deposit for their clerical error. The drop off location needs to have info about when the payment will be picked up & what steps to take when you drop it off at that location.

Business

Response:

Below please find the details of our review in response to case #[redacted]

o Acknowledgement of Customer's Concerns:

• Customer reports she deposited payment at the Salisbury drop box location on 9 October 7th, the disconnection date. The next day her gas service was interrupted.

• Customer disputes the $35.00 reconnection fee and the deposit charge of $235.00.

• Customer states convenience fee to pay by credit card, via phone or online, is "ridiculous".

o Statement of Facts:

• On September 23 2014 our Company mailed a disconnection letter to the customer. The notice states the following:

"Dear Customer: Our records show that your payment is Past Due. Our office must process your payment before the Disconnect Date. A prior Notice of Termination with an outstanding balance overrides this new notice.'

In addition, the notice goes on to state: 11Vour gas service will be

DISCONNECTED without further notice unless payment is received in FULL b fore the DISCONNECT DATE. A partial payment is NOT sufficient. If we come to your residence to collect your payment,

you will pay a collection fee of $17.00. If your service is DISCONNECTED, there will be a reconnection fee of $35.00 or

$60.00, depending on your scheduled time for reconnection. A deposit or additional deposit may be required. If you are unable to

pay your winter heating bill, please contact any of the agencies listed on the back to apply for assistance."

• At the time of the gas service disconnection, three bills were past due. The customer's last payment was received by our Company on July 3, 2014.

• The Company has no record of the customer calling in to discuss their bill or request payment arrangements.

• On October ih, our Company's Courier collected the payments from the drop box at 8:30am. The customer's payment was not present. On October 8th, the customer's gas service was interrupted at 9:35am. Later the same day, our courier's delivery to the office, included the customer's payment.

• On October gth, the customer's gas service was reactivated. The reconnection fee and deposit was billed to the account and will appear on her next billing statement.

• The processing fee to submit payments up to $300.00 is $2.95 on line and $3.95 via the phone. Our Company utilizes •choice Pay, a third party partner, for its online billing services. Chesapeake Utilities does not control the fees or terms, which are listed online on our bill payment center page.

o Actions;

• As a one-time courtesy, Chesapeake Utilities will waive the deposit.

However, if the customer's service is disconnected for non-payment

again, she will be required to pay the deposit.

• The reconnection fee of the $35.00 will stand.

Please contact me with any questions or concerns about this response. I can be reached by email [redacted]