Connecticut Natural Gas Corporation

Review: Called on 9/23 to switch service to landlord (me) from tenant. Apparently service had been discontinued (shutoff) on 9/10. This information was not shared with me and I subsequently received ( and paid) a bill indicating next meter reading would be on 11/20. When realtor showed home on 12/1 the temp in home was 41 degrees! I called CNG to confirm there was no issue with payment and was told all ok. So I called heating service contractor to determine why no heat. Found gas was off. Billed for $177.00.. When I called CNG back to resolve, they were not able to restore service for 7 days, they were not understanding or apologetic. The wait to speak to a rep was greater than 1 hour. More concerned about the fact that my deceased husbands name was on the account. I spent 4 hours of my time and 200 due to their error in handling my call regarding transition if services on 9/23, not to mention my first call on 12/1 regarding the issue.Desired Settlement: I am looking for a more prompt restoration of service. Waiting 7 days is not acceptable. I am requesting that CNG reimburse me for the service visit required when I was told that the Gas service had not been affected when indeed it has been shut off.

Business

Response:

Good Afternoon, After review of this matter it has been determined that the account was never placed into Mrs. [redacted]'s name back in September 2015 so this caused much confusion when she called yesterday to discuss her account; The Company would not initially discuss the matter with her as it was not in her name. That being said, the supervisor has contacted her and discussed her concerns about the turn-on date for 7 days out and the costs she incurred to hire a plumber to determine why she had no heat. The resolutions are that the gas service will be reconnected tomorrow. I have also requested that the Claims Department reimburse her for the cost to hire a plumber. The Claims Department will contact her for any additional information that is necessary to finalize the claim. This is an extrremely bust time of the year for CNG so I apologize on behalf of the Company due to the excessive wait time she experienced. Regards,Alison

Review: June 4, 2014To whom it may concern,My name is [redacted]. More than 4 years ago I reside at [redacted] and used Connecticut Natural Gas Company as utility for my apartment. Due to a divorce from my wife [redacted] and moving out from the apartment in January 15, 2010 I called Connecticut Natural Gas Company paid my balance and asked to take my name off the gas bill and close my account with them. Before finishing my conversation with an employee from customer service I was assure that they took my name off the bill and closed my account. A 2years later (February, 2012) I decided to check my credit score and was really surprised to see a late payment from Connecticut Natural Gas Company on my credit report because I always my gas bill on time. On February 8, 2012 I called Connecticut Natural Gas Company and spoke to a manager named [redacted] about this issue. She told me that the account is still open and there is still my name on it. I explained to her that this should not be right because I moved out of this apartment paid a balance a 2years ago (I do have an apartment lease to proof that Ive been leaving in [redacted] since January 15, 2010) and before I moved I called Connecticut Natural Gas Company to take my name off the account. [redacted] told me that she will take care of this problem but she never did.A year later in November, 2013 I run another credit report and was really upset to find out that I still have this late payment on my credit history and nothing was done about it after I spoke to [redacted] in February, 2012. I had no choice other than call Connecticut Natural Gas Company and try to resolve my issue one more time. At this time I spoke to the manager named [redacted] and explain to him the whole problem all over again as I did to [redacted] in February, 2012. I told [redacted] that my ex-wife is still living in this apartment and this is her responsibility to pay her bills on time. He also promised me that he will take care of this problem but as a result he never did.I would like to ask you to help me to resolve this issue with Connecticut Natural Gas Company. I tried to resolve this problem myself but unfortunately could not succeed in it. This company is hurting my credit history for over 4 years already and no matter how many times I tried to call or email to them they are not planning to do anything about this issue. Right now I have a record of over 1,000 days of late payment in the amount of almost $1,000 on my credit history report due to the negligent of the employees and managers of this Company.Please feel free to contact me at any time by [redacted] Thank you in advance[redacted]Desired Settlement: remove all debts from my name and clean my credit history. remove all negative remarks from credit bureaus.send apologies and I hope these managers will never serve customers in their life.

Review: On Friday, January 17, 2014, I asked my mother, [redacted], to call CNG and have our account corrected. We are supposed to be on a budget plan of $93 per month, and two payments were made, one on 01/07/14 for $110.00 and one on 01/13/14 for $93.00. I have lived in this house since 2007 and have asked to have my mother to be authorized to speak to CNG several times. When she called, she had discovered that she had AGAIN been removed from the account. I came home at 5:40 pm and was connected to [redacted]. I explained the situation and [redacted] stated that because it was a payment plan they could not apply one of the payments to the next month but they could reverse the payment. I said to go ahead and reverse it. She said "I cant do that," then went to supposedly get someone. When she returned, she said that because the payment had been made last week they could not reverse it, and started to explain that I would have a credit of $38.34 but would need to pay the difference in February. I restated that I was on a budget plan and couldn't afford to make an additional payment and asked to speak to a supervisor. After an additional 15 minutes [redacted] came back on the phone and said no one was available and I would have to call back Tuesday. At this point I asked to once again to add [redacted] to speak to CNG as I would be working 9 am to 8 pm on Tuesday and it would be difficult to call. [redacted] said, "Yes Miss [redacted], you can call back and add someone to the account on Tuesday." I stated that I was [redacted], the account holder, and I wanted to add my mother, [redacted]. [redacted] stated that I was NOT ([redacted]), that I was Miss [redacted] and had called earlier. I repeated that I was and wanted my mother added, did she understand that I was [redacted], and she said, "Yes Miss [redacted]," and agreed to add my mother. I asked her name and hung up. She called back a moment later telling me [redacted] was calling asking to be added to the account and that there was a question of payments and to call back on Tuesday.Desired Settlement: I am beyond livid. [redacted] wasted my time for 35 minutes because she suspected that I was [redacted] and wasn't going to do what I asked? If she suspected fraud, she had a responsibility to APOLOGIZE, ask to disconnect and call back on MY phone number to confirm it was me. This is what I expect from CNG: 1. The extra payment applied to February's budget plan or a refund. 2. A written assurance that I will NEVER have to call back and have [redacted] authorized to speak to CNG on my behalf.

Review: The root of my compliant is that CNG will not transfer an existing natural gas service into my name at a property I am purchasing and moving into immediately. They state that they need to come out for an inspection, but had previously stated that if service was currently in place with the current owners (which it is), then they could transition services into my name seamlessly without an inspection. They could not advise whether it was an interior or exterior inspection, and cannot come out until next Tuesday (10/27). That will leave me without heat when the temperatures are expected to dip below freezing. The property currently has natural gas. The sales person stated he would connect me to the voicemail of his supervisor but the call was disconnected.Desired Settlement: Natural gas service in place on Thursday, October 22.

Business

Response:

I verified that Ms. [redacted] spoke to a CNG rep on 10/21/2015 at about 4:30 pm and it was stated that no inspection was necessary and that the gas service was on. Move in date of 10/23 with no deposit or inspection necessary. I hope this helped.Regards,Alison

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.

Sincerely,