I was not sent any communication, especially the letter he states that I was denied the first time. I was never called in regards to any information that was needed to comply with the program. In fact, every time I called them to find out my status, if they asked me for info, I completed it immediately and yet I was still denied approval. I had zero income. On the initial form, it asked if I got help from anyone. I honestly put my girlfriend, who had helped me buy food. I was not on food stamps at that time. Columbia Gas failed to contact me on any way by phone or mail and communicate any needs to my application. It took me 2 months to get this resolved as they needed new information every time I called. I gave all core t and honest information in my first application and feel that their lack of and poor communication practices have punished a disabled person at the time of recovery of major spinal surgery. My application should have been accepted from the initial submission and could have been easily explained with a simple phone call from them to me to designate the money was for food. This is their failure to help a disabled person in need of assistance during the coldest time of the winter season. I find this disgusting and abhorrent on all terms of their response. I did offset to pay a settlement and they refused. I do not feel that I should be punished for their lack of communication and cooperating, as they have failed to comply with the assistance program. If I had the money to take them to civil court, I would gladly do that. If you can provide an attorney that will take this pro-bono, I would gladly take action.
Revdex.com:Dear Sirs.I am impresesed by the speed and efficiency that you have handeled my plaint. Thank you.
I have reviewed the response submitted by the business and have determined that the actions of John Hancock, as described in their response,...
do apparently comply the technical requirments of the Long term care policy. However, it is not possible for me, or other JH policy holders to determine if the requirements have actually been met because we are not privy to the data on groups and the actual increases within a group. Knowing I will never get this information, I am resigned to give up the fight.
Regards,
[redacted]
Hello,
Attached please find a copy of our response to this complaint. Please do not hesitate to contact us if you have any additional questions.
Thankyou
As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gas distribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission” or “PUC”). Columbia's business practices are governed by the Commission and the Company must follow all...
Commission rules and regulations. Moreover, Columbia must comply with U.S. Department of Transportation (“DOT”) safety regulations.In researching the complaint, Columbia’s records indicate that on July 5, 2011, the Company turned gas service off at [redacted] in Charleroi, PA at the meter valve for non-payment under previous customer’s name. During a Cold Weather Survey on November 12, 2011, the company determined that the property was vacant.Commission safety regulations require that dormant services be physically disconnected where there the prospect of future use is unlikely. Accordingly, the Company generated an order on July 29, 2015 to remove the inactive meter and abandon the service line, which was scheduled for August 2, 2015. The Company removed the inactive meter from the property on August 2, 2015.On October 25, 2016, Renita [redacted] called the Company to obtain information on new service. Since the premises had been physically disconnected in 2015, Mr. [redacted]’s inquiry was referred to the Company’s New Business Team, which handles requests for gas service at locations where service is not currently being provided. The New Business Team took an order to drop off a meter setting (“meter set”) to the property, with instructions to have a new service line installed by a properly certified plumber, in accordance with DOT gas safety regulations. On October 27, 2016, the Company dropped off the meter set (comprised of prefabricated piping, a meter bar, and connections to hang a meter) at [redacted] in Charleroi.The Company received a call on November 16, 2016 from a gentleman named EdwinBarrett about the next step to start service at [redacted]. He was transferred to theNew Business team and was advised that contact would be made with the customer who wouldbe billed. The Company’s New Business team called Ms. [redacted] on December 5, 2016, and lefta voice message to call the Company when she was ready to have the meter set.On December 6, 2016, Ms. [redacted] contacted the Company’s New Business team,stating she already had a meter. The New Business team scheduled an order to set the meteron December 8, 2015, since the Company’s system showed there was no meter at the address.Ms. [redacted] called the Company’s Customer Care Center on December 7, 2016, and wasadvised that December 8, 2016, was the scheduled date to have the meter set. Ms. [redacted]advised that she was not able to be present. Columbia advised Ms. [redacted] that she did not needto be present and that service could be initiated as long as there was a DOT OperatorQualification Card at the premises for to demonstrate that her contractor was properly qualified.At 12:04 PM on December 8, 2016, workers from the Company went to [redacted]
[redacted] to set the meter, but they were unable to complete the order because there was noDOT Operator Qualification Card on site. A notification card was left for Ms. [redacted], withinstructions about rescheduling the setting of her meter.On Friday, December 9, 2016, the Company received an email from Ms. [redacted] stating”I WAS VERBALLY ASSURED THAT THE METER WOULD BE INSTALLED ON 12-8-16 ANDWOULD NOT HAVE TO BE AT THE HOUSE. NOW 12-9, I GET A VM FROM COLUMBIA GASTHAT THEY ARE NOT INSTALLING METER DUE TO NO PAPERWORK AT THE HOUSE. ICALLED SERVICE TIMES TO THE NEW BUS DEPT AND REQUESTED TO SPEAK TO ASUPR. MY PIPES R GOING TO FREEZE AND I CANNOT BRING MY 81 YR OLD MOTHERHOME FROM THE HOSPITLAL FROM SUFFERING FROM A STROKE BECAUSE I HAVE NOHEAT YET. COLUMBIA IS IGNORING MY CALLS AND NOT DOING THEIR JOB, INADDITION, I DO NOT WANT COLUMBIA FOR MY GAS CARRIER.” The Company respondedwith an email to Ms. [redacted] assuring her that her email was forwarded to a supervisor, and arequest was placed to have a supervisor call her. The New Business Team also emailed Ms.[redacted] that day reiterating the need for a DOT Operator Qualification Card to be on site whenthe Company is there to set the meter.On Monday, December 12, 2016, a New Business team supervisor sent an email to thelocal field operations leader to drop off a blank DOT Operator Qualification Card at the property,so that Ms. [redacted]’s plumber could provide the necessary information to establish his DOToperator qualification. The supervisor also left a message for Ms. [redacted] explaining that themeter cannot be set at the property without the card being filled out. Ms. [redacted] called theCompany’s New Business team and spoke with the supervisor. The supervisor scheduled anorder to have the meter set that day. The Company’s technician went to [redacted] toset the meter, but there was not a DOT Operator Qualification Card, so the meter was not set.The Company’s New Business team attempted to contact Ms. [redacted] on January 11,2017 and left a voice mail to explain again the requirement of having a DOT OperatorQualification Card at the property and asked her to call the Company to reschedule an order toset the meter. The New Business team member left a phone number and extension to reach theteam member.Regarding Ms. [redacted]’s interest in having a different natural gas carrier, I have included a list of alternative natural gas suppliers,which can also be accessed at www.columbiagaspa.com/natural-gas-service/choice-program/approved-suppliers. The Pennsylvania Public Utility Commission also has information at www.pagasswitch.com.Should you have any further questions regarding this matter, please contact Russell B[redacted] at ###-###-####.Very truly yours,Russell B[redacted]
I am responding to your letter dated June 12, 2015 regarding the complaint of [redacted]As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gasdistribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission” or...
“PUC”).Columbia's business practices are governed by the Commission and the Company must follow all Commissionrules and regulations, including those that are related to the Company’s Customer Assistance Program (CAP).On February 27, 2015, Columbia sent a letter to Mr. [redacted] informing him that his application for theCAP program was incomplete and asked him to contact the Company. Specifically, the Company informed Mr.[redacted] that that there was a discrepancy related to his claim of zero income, due to assistance provided by athird party. On April 6, 2015, Mr. [redacted] provided Columbia with the required information necessary to beenrolled in the CAP program. Under Columbia’s CAP, a customer can have a portion of his balance forgivenmonthly over a three year period. Furthermore, when a customer leaves this program, any remaining balancenot forgiven remains past due and eligible for collections.Prior to being enrolled in the CAP program, Mr. [redacted] contacted Columbia on April 24, 2015, andrequested discontinuance of his gas service effective April 27, 2015. Columbia disconnected service at 110North Avenue on April 27, 2015 as requested. The Company issued him a final bill for $57.54 with an accountbalance of $464.66. Based on the timing of his enrollment in CAP, his first CAP billing, and the disconnectrequest, it was determined that Mr. [redacted] was not eligible to receive any arrearage forgiveness on his pastdue balance.On June 12, 2015, Mr. [redacted] spoke to a Columbia supervisor and stated that he would not pay theaccount balance because he felt it took too long for enrollment in the CAP program. He requested thatColumbia remove a minimum of 50% off the final bill because if he had been enrolled in CAP when he firstcalled, his balance would not be as high.Columbia reviewed the account and advised Mr. [redacted] that his delay in providing needed customerinformation hindered his enrollment into the CAP Program. Under Columbia’s Universal Services Programapproved by the PUC, the Company could not enroll a customer in CAP without the completion of a validapplication. Consequently, Mr. [redacted] was advised that Columbia could not accept any settlement offers onhis final balance. However, Columbia negotiated a 24-month payment plan of $19.37 per month with Mr.[redacted] on his past due balance.If Mr. [redacted] should request service in the future within Columbia’s service territory, he can reapplyfor the CAP program, and if he meets the income eligibility guidelines, he will be enrolled in the CAP program.Should you have any further questions regarding this matter, please contact [redacted] at [redacted]Very truly yours,[redacted]
Dear Mr. [redacted]:On behalf of Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”), I am responding to your letter with ID number [redacted] regarding the complaint of [redacted].On April 2, 2015, Columbia installed a new service line at the property of S[redacted], [redacted] in...
[redacted], and changed the location of an outside gas meter as part of the completion of a project to upgrade natural gas main lines in that area. Dirt that had been moved to access the underground pipes was replaced by a contractor working for Columbia. The lawn area was filled in level to the existing grade and reseeded where the pipeline work had occurred.Ms. [redacted] called Columbia on August 11, 2015, and requested additional repair work on her sidewalk and further restoration of her lawn. Columbia’s restoration contractor met with Ms. [redacted] at the property on August 14 and determined that the issues regarding the condition of her sidewalk and her lawn were not physically located within Columbia’s service line replacement and meter relocation work area in April 2015. Consequently, Columbia’s contractor explained to Ms. [redacted] that the Company could not perform the additional work that she was requesting. Ms. [redacted] pointed out cracked concrete that preexisted Columbia’s work on the property and that had been previously patched as a result of frost damage. That patch work had been performed by someone other than Columbia or a Columbia contractor. The contractor further explained to Ms. [redacted] that we could not raise the grade of dirt along the entire length of her sidewalk as requested, since it was not disturbed by Columbia’s work.Since the sidewalk and lawn conditions with which Ms. [redacted] has taken issue were not caused by Columbia nor by a Columbia contractor, the Company is under no legal obligation to provide the redress that she seeks.Should you have any further questions regarding this matter, please contact Russell B[redacted] at ###-###-####.Very truly yours,Russell B[redacted]
Response is attached.
I was not sent any communication, especially the letter he states that I was denied the first time. I was never called in regards to any information that was needed to comply with the program. In fact, every time I called them to find out my status, if they asked me for info, I completed it immediately and yet I was still denied approval. I had zero income. On the initial form, it asked if I got help from anyone. I honestly put my girlfriend, who had helped me buy food. I was not on food stamps at that time. Columbia Gas failed to contact me on any way by phone or mail and communicate any needs to my application. It took me 2 months to get this resolved as they needed new information every time I called. I gave all core t and honest information in my first application and feel that their lack of and poor communication practices have punished a disabled person at the time of recovery of major spinal surgery. My application should have been accepted from the initial submission and could have been easily explained with a simple phone call from them to me to designate the money was for food. This is their failure to help a disabled person in need of assistance during the coldest time of the winter season. I find this disgusting and abhorrent on all terms of their response. I did offset to pay a settlement and they refused. I do not feel that I should be punished for their lack of communication and cooperating, as they have failed to comply with the assistance program. If I had the money to take them to civil court, I would gladly do that. If you can provide an attorney that will take this pro-bono, I would gladly take action.
The Company is currently working with the complainant to resolve the matter.
Sincerely,
Customer Relations
Revdex.com:Dear Sirs.I am impresesed by the speed and efficiency that you have handeled my plaint. Thank you.
I have reviewed the response submitted by the business and have determined that the actions of John Hancock, as described in their response,...
do apparently comply the technical requirments of the Long term care policy. However, it is not possible for me, or other JH policy holders to determine if the requirements have actually been met because we are not privy to the data on groups and the actual increases within a group. Knowing I will never get this information, I am resigned to give up the fight.
Regards,
[redacted]
Hello,
Attached please find a copy of our response to this complaint. Please do not hesitate to contact us if you have any additional questions.
Thankyou
As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gas distribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission” or “PUC”). Columbia's business practices are governed by the Commission and the Company must follow all...
Commission rules and regulations. Moreover, Columbia must comply with U.S. Department of Transportation (“DOT”) safety regulations.In researching the complaint, Columbia’s records indicate that on July 5, 2011, the Company turned gas service off at [redacted] in Charleroi, PA at the meter valve for non-payment under previous customer’s name. During a Cold Weather Survey on November 12, 2011, the company determined that the property was vacant.Commission safety regulations require that dormant services be physically disconnected where there the prospect of future use is unlikely. Accordingly, the Company generated an order on July 29, 2015 to remove the inactive meter and abandon the service line, which was scheduled for August 2, 2015. The Company removed the inactive meter from the property on August 2, 2015.On October 25, 2016, Renita [redacted] called the Company to obtain information on new service. Since the premises had been physically disconnected in 2015, Mr. [redacted]’s inquiry was referred to the Company’s New Business Team, which handles requests for gas service at locations where service is not currently being provided. The New Business Team took an order to drop off a meter setting (“meter set”) to the property, with instructions to have a new service line installed by a properly certified plumber, in accordance with DOT gas safety regulations. On October 27, 2016, the Company dropped off the meter set (comprised of prefabricated piping, a meter bar, and connections to hang a meter) at [redacted] in Charleroi.The Company received a call on November 16, 2016 from a gentleman named EdwinBarrett about the next step to start service at [redacted]. He was transferred to theNew Business team and was advised that contact would be made with the customer who wouldbe billed. The Company’s New Business team called Ms. [redacted] on December 5, 2016, and lefta voice message to call the Company when she was ready to have the meter set.On December 6, 2016, Ms. [redacted] contacted the Company’s New Business team,stating she already had a meter. The New Business team scheduled an order to set the meteron December 8, 2015, since the Company’s system showed there was no meter at the address.Ms. [redacted] called the Company’s Customer Care Center on December 7, 2016, and wasadvised that December 8, 2016, was the scheduled date to have the meter set. Ms. [redacted]advised that she was not able to be present. Columbia advised Ms. [redacted] that she did not needto be present and that service could be initiated as long as there was a DOT OperatorQualification Card at the premises for to demonstrate that her contractor was properly qualified.At 12:04 PM on December 8, 2016, workers from the Company went to [redacted]
[redacted] to set the meter, but they were unable to complete the order because there was noDOT Operator Qualification Card on site. A notification card was left for Ms. [redacted], withinstructions about rescheduling the setting of her meter.On Friday, December 9, 2016, the Company received an email from Ms. [redacted] stating”I WAS VERBALLY ASSURED THAT THE METER WOULD BE INSTALLED ON 12-8-16 ANDWOULD NOT HAVE TO BE AT THE HOUSE. NOW 12-9, I GET A VM FROM COLUMBIA GASTHAT THEY ARE NOT INSTALLING METER DUE TO NO PAPERWORK AT THE HOUSE. ICALLED SERVICE TIMES TO THE NEW BUS DEPT AND REQUESTED TO SPEAK TO ASUPR. MY PIPES R GOING TO FREEZE AND I CANNOT BRING MY 81 YR OLD MOTHERHOME FROM THE HOSPITLAL FROM SUFFERING FROM A STROKE BECAUSE I HAVE NOHEAT YET. COLUMBIA IS IGNORING MY CALLS AND NOT DOING THEIR JOB, INADDITION, I DO NOT WANT COLUMBIA FOR MY GAS CARRIER.” The Company respondedwith an email to Ms. [redacted] assuring her that her email was forwarded to a supervisor, and arequest was placed to have a supervisor call her. The New Business Team also emailed Ms.[redacted] that day reiterating the need for a DOT Operator Qualification Card to be on site whenthe Company is there to set the meter.On Monday, December 12, 2016, a New Business team supervisor sent an email to thelocal field operations leader to drop off a blank DOT Operator Qualification Card at the property,so that Ms. [redacted]’s plumber could provide the necessary information to establish his DOToperator qualification. The supervisor also left a message for Ms. [redacted] explaining that themeter cannot be set at the property without the card being filled out. Ms. [redacted] called theCompany’s New Business team and spoke with the supervisor. The supervisor scheduled anorder to have the meter set that day. The Company’s technician went to [redacted] toset the meter, but there was not a DOT Operator Qualification Card, so the meter was not set.The Company’s New Business team attempted to contact Ms. [redacted] on January 11,2017 and left a voice mail to explain again the requirement of having a DOT OperatorQualification Card at the property and asked her to call the Company to reschedule an order toset the meter. The New Business team member left a phone number and extension to reach theteam member.Regarding Ms. [redacted]’s interest in having a different natural gas carrier, I have included a list of alternative natural gas suppliers,which can also be accessed at www.columbiagaspa.com/natural-gas-service/choice-program/approved-suppliers. The Pennsylvania Public Utility Commission also has information at www.pagasswitch.com.Should you have any further questions regarding this matter, please contact Russell B[redacted] at ###-###-####.Very truly yours,Russell B[redacted]
I am responding to your letter dated June 12, 2015 regarding the complaint of [redacted]As you know, Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”) is a natural gasdistribution utility that is regulated by the Pennsylvania Public Utility Commission (“Commission” or...
“PUC”).Columbia's business practices are governed by the Commission and the Company must follow all Commissionrules and regulations, including those that are related to the Company’s Customer Assistance Program (CAP).On February 27, 2015, Columbia sent a letter to Mr. [redacted] informing him that his application for theCAP program was incomplete and asked him to contact the Company. Specifically, the Company informed Mr.[redacted] that that there was a discrepancy related to his claim of zero income, due to assistance provided by athird party. On April 6, 2015, Mr. [redacted] provided Columbia with the required information necessary to beenrolled in the CAP program. Under Columbia’s CAP, a customer can have a portion of his balance forgivenmonthly over a three year period. Furthermore, when a customer leaves this program, any remaining balancenot forgiven remains past due and eligible for collections.Prior to being enrolled in the CAP program, Mr. [redacted] contacted Columbia on April 24, 2015, andrequested discontinuance of his gas service effective April 27, 2015. Columbia disconnected service at 110North Avenue on April 27, 2015 as requested. The Company issued him a final bill for $57.54 with an accountbalance of $464.66. Based on the timing of his enrollment in CAP, his first CAP billing, and the disconnectrequest, it was determined that Mr. [redacted] was not eligible to receive any arrearage forgiveness on his pastdue balance.On June 12, 2015, Mr. [redacted] spoke to a Columbia supervisor and stated that he would not pay theaccount balance because he felt it took too long for enrollment in the CAP program. He requested thatColumbia remove a minimum of 50% off the final bill because if he had been enrolled in CAP when he firstcalled, his balance would not be as high.Columbia reviewed the account and advised Mr. [redacted] that his delay in providing needed customerinformation hindered his enrollment into the CAP Program. Under Columbia’s Universal Services Programapproved by the PUC, the Company could not enroll a customer in CAP without the completion of a validapplication. Consequently, Mr. [redacted] was advised that Columbia could not accept any settlement offers onhis final balance. However, Columbia negotiated a 24-month payment plan of $19.37 per month with Mr.[redacted] on his past due balance.If Mr. [redacted] should request service in the future within Columbia’s service territory, he can reapplyfor the CAP program, and if he meets the income eligibility guidelines, he will be enrolled in the CAP program.Should you have any further questions regarding this matter, please contact [redacted] at [redacted]Very truly yours,[redacted]
Dear Mr. [redacted]:On behalf of Columbia Gas of Pennsylvania, Inc., (“Columbia” or “the Company”), I am responding to your letter with ID number [redacted] regarding the complaint of [redacted].On April 2, 2015, Columbia installed a new service line at the property of S[redacted], [redacted] in...
[redacted], and changed the location of an outside gas meter as part of the completion of a project to upgrade natural gas main lines in that area. Dirt that had been moved to access the underground pipes was replaced by a contractor working for Columbia. The lawn area was filled in level to the existing grade and reseeded where the pipeline work had occurred.Ms. [redacted] called Columbia on August 11, 2015, and requested additional repair work on her sidewalk and further restoration of her lawn. Columbia’s restoration contractor met with Ms. [redacted] at the property on August 14 and determined that the issues regarding the condition of her sidewalk and her lawn were not physically located within Columbia’s service line replacement and meter relocation work area in April 2015. Consequently, Columbia’s contractor explained to Ms. [redacted] that the Company could not perform the additional work that she was requesting. Ms. [redacted] pointed out cracked concrete that preexisted Columbia’s work on the property and that had been previously patched as a result of frost damage. That patch work had been performed by someone other than Columbia or a Columbia contractor. The contractor further explained to Ms. [redacted] that we could not raise the grade of dirt along the entire length of her sidewalk as requested, since it was not disturbed by Columbia’s work.Since the sidewalk and lawn conditions with which Ms. [redacted] has taken issue were not caused by Columbia nor by a Columbia contractor, the Company is under no legal obligation to provide the redress that she seeks.Should you have any further questions regarding this matter, please contact Russell B[redacted] at ###-###-####.Very truly yours,Russell B[redacted]