Hopkins Aluminum

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 Regards, [redacted] ? They had no business going in my ? account and it was no delinquent I paid them every month ? you don't go in any ones account with out telling them I don't like that idea and it has to stop

Customer account# [redacted] Mr [redacted] attempted to contact the Customer Service office on 4/15/18, a SundayThe customer did speak with a representative with the company on Monday, 4/16/and his payment was processedThe rep discussed the Western Union Speedpay phone number that is in use, is located on the front of the billMr [redacted] did not ask for assistance with E-AccountMr [redacted] ’s current account is not set up on E-Account.I tried to contact customer on 4/18/at 3:50pm, the phone line rang and immediately disconnected the callThere are prior accounts set up on E-Account under Mr [redacted] name but his current account was never attached to E-AccountMsL***, a supervisor here, will be happy to assist Mr [redacted] with thisHe may contact her directly at ###-###-####.The company has recently updated its bill paper stock and the prior quantities are being used until stocks are depleted.? The company is sorry for Mr [redacted] ’s confusion, however, a good number to pay the bill was indeed listed on the front of the bill.? Company documentation shows that Mr [redacted] was informed of this on 4/16/18.? All Customer Service telephone numbers do answer; however, if other customers are ahead of a current caller, they must wait for an available Representative.? Thank you for providing us the opportunity to review Mr [redacted] ’s concerns.Dawn V***Customer Relations AssociatePeoples Natural Gas [redacted] ***###-###-#### [redacted]

Ms [redacted] , Thank you for bringing this matter to our attention.? We have reviewed our records and have determined the following: Ms [redacted] had an account with Peoples for gas service at [redacted] Pittsburgh.? On September 11, Ms [redacted] called Peoples Natural Gas and asked to transfer her service from [redacted] in Pittsburgh on October 31st? The Representative with whom Ms [redacted] spoke advised that the Company is unable to schedule a work order beyond days and advised Ms [redacted] to call back in the beginning of October to arrange this.? Ms [redacted] called back on September 14, and requested that the Company transfer service at [redacted] Drive into her name as soon as possible.? The Representative scheduled a transfer of service for September 15th.? Ms [redacted] then stated that she will remain at the old address for a time and asked to end her account there as of October 30th.? The Representative reiterated that the Company is unable to schedule a work order beyond days and advised Ms [redacted] to call back in the beginning of October.? Ms [redacted] stated that she will call back on a later date.? Being that the [redacted] Road account remained active, on November 23rd the Company issued a monthly bill for service at [redacted] Road from October 22nd to November 20th.? On November 27th Ms [redacted] used the Company’s online web service to finalize her account for service at [redacted] Road.? A work order was scheduled for December 1st to obtain an actual reading and transfer service from Ms [redacted] to the landlord.? Peoples does not have record of Ms [redacted] calling back between September 14th and November 27th to request discontinuance of service at [redacted] Road.? However, as a courtesy, the Company has reversed the November billing and issued a final bill for service at [redacted] Road through October 30, 2015.? This resulted in a final credit balance of $103.37.? The Company will issue a refund check to Ms [redacted] in that amount on December 2nd.? We hope this information and adjustment have adequately satisfied Ms [redacted] ’s concerns.? If Ms [redacted] has any further questions, she may contact us at ###-###-#### (8:AM ?" 5:PM EST Monday through Friday) and ask for Matt in Customer RelationsThank you again for allowing us the opportunity to address this matterThank you, Matt S [redacted] Customer Relations Peoples Natural Gas ###-###-#### [redacted]

[redacted] is currently on the Company’s CAP budget of $per month.? A bill was prepared on 12/2/for a total amount due on CAP of $due 12/27/? This amount included one delinquent budget and one currentOn 12/5/16, [redacted] signed up for Automatic payment.? ? Since the account was delinquent when the Automatic payment application was completed, the delinquent amount of $was taken immediately on 12/5/16.? This payment satisfied the CAP budget due 11/28/The current CAP budget amount due of $was due 12/27/16.? This payment was taken on 12/27/16; however the payment was stopped by the customer as not authorized.? When the payment was debited back to the account on 1/4/17, the automatic payment took the payment againThe next bill prepared on 1/4/for $CAP budget due 1/17/was paid by automatic payment on 1/17/There were no return check fees charged to [redacted] .? Tell us why here

? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 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/?" Service established for [redacted] at [redacted] , [redacted] **? ***10/25/?" Enrolled on Company’s CAP budget of $that was to begin with bill due 11/12/12/27/?" [redacted] ***, husband and occupant, called the customer service office to transfer service to [redacted] , [redacted] **? ***.? [redacted] updated the household income.? The CAP budget was decreased from $to $? 04/25/?" [redacted] ***, husband and occupant, called the customer service office to request a final reading effective 4/28/No mailing address was provided ? 11/29/?" [redacted] called the customer service office to establish gas service at [redacted] **? ***.? [redacted] was quoted the delinquent CAP amount of $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/?" [redacted] ***, husband called the customer service office for restoration amount.? Mr [redacted] was quoted the delinquent CAP amount of $and was referred to LIHEAP and Crisis for possible assistance? 12/23/- [redacted] filed a complaint with the Public Utility Commission regarding restoration of service at [redacted] **? 12/27/- [redacted] and [redacted] spoke with a Credit supervisor who quoted the $to have service turned on.? ? 12/28/- [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/? 05/08/?" Service was disconnected for non-payment for the delinquent CAP? 10/08/- [redacted] called the customer service office for restoration amount.? Mr [redacted] was quoted the delinquent CAP amount of $that was due 5/15/plus $reconnection charge.? Mr [redacted] was provided information on available Energy Assistance grants? 10/12/- ? ? [redacted] called the customer service office to request a denial letter to apply for assistance in restoration.? ? 12/10/?" [redacted] called the customer service office for restoration amount.? Mrs [redacted] was quoted delinquent CAP amount of $plus $reconnection charge.? Mrs [redacted] was referred to LIHEAP, Crisis and Dollar Energy Fund for possible assistance ? 12/20/?" [redacted] called the customer service office regarding restoration amount.? Mrs [redacted] again was quoted $plus $reconnection charge ? There was no other contact from [redacted] until 1/11/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/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] **? ***.? ? Our position is that the final bill balance in the amount of $and is the responsibility of [redacted] ? ?

A paper bill has been mailed to [redacted] ’s mailing/service address [redacted] ***? every month since account # [redacted] began on 3/31/17.? A 10-day termination notice was mailed to the customer on 7/2/requesting $1,before 7/13/18.? At that time her total account balance was $1,and she was behind $on her payment planHer monthly bills included her payment plan amount and any payments that had postedAn automated past due phone call was made on 7/6/at 5:PM.? The customer received and validated the call.? Ms [redacted] did not contact the company regarding past due notice or phone call.? Gas service was disconnected for non-payment on 7/16/18.? A shut-off notice was posted to the residence as required to notify the customer of the disconnection and actions needed to restore service.? [redacted] called on 7/17/to discuss reconnection.? She stated that she had made payments on the account.? Upon review, the Customer Service Representative discovered Ms [redacted] had made two payments using an old account number; therefore they were not posting to her active account.? Due to the customer’s error, the Company agreed to transfer the payments to her active account and restore service the following day on 7/18/Ms [redacted] did not contact the company regarding any issues with her bills or payment plan prior to filing this complaint.? She was issued a bill on 5/2/18, requesting payment plan amount $for due date 5/24/18.? She states that her paper bill and what her online Peoples E-Account display are completely different.? That is because she was looking at her active account paper bill and her inactive account online with a previous account number.? The customer’s account billing is deemed correct and the Company encourages Ms [redacted] to be sure she is paying on the correct account number and accessing her current online account when making payments.? Gas service was restored on 7/18/18.? Her original security deposit of $was returned to her account on 3/26/18.? Due to the customer’s confusion between her old and current accounts, the reconnection security deposit will be waived.? ? Once the two payments made in error on the incorrect account are transferred to the customer’s active account, she will be placed on a reconnection payment plan.?

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 [redacted] Regards, [redacted]

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

Thank you for taking the time to contact Peoples Gas and providing us with the opportunity to review the customer’s concerns? In review, from September 22, through March 2, gas service at the location [redacted] ***? was in MrA [redacted] ***’s name.? The gas meter at the address is located inside.? Effective March 3, the gas service was transferred to a new ratepayer, [redacted] , at her request.? A technician attempted to obtain an actual meter reading for billing on March 3rd at 2:PM; however there was no access inside to the meter.? Therefore, the meter reading to transfer the service was estimated.? ? On March 3, a final bill was issued to Mr [redacted] based on the estimated meter reading of 908.5.? The final bill in the amount of $included a balance of $from the prior month.? On April 21, a final bill collection warning letter was mailed, requesting payment of the $final account balance.? On May 4, the account was submitted to a collection agencyOn May 25, the customer disputed the final bill that was estimated and a Company dispute was entered.? An actual meter reading was scheduled for June 1, 2017.? On June 1st a technician read the gas meter at 908.3, which was lower than the estimated final reading.? The account was rebilled based on the lower actual meter reading and $was due by June 29, 2017.? The final account balance of $was paid on July 11th.? On July 24th the collection agency, Credit Protection Association, removed the $account balance from collection activity due to it being sent in error.? A letter of credit was mailed to the customer’s PO Box and an email copy was provided.? The Company spoke with Mr [redacted] on July 26th and he advised that he was satisfied with the resolution

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.? My landlord stated to me that I am responsible because I called and reported the gas leak, and since I called the company before him then he isn't responsible for any payment and refuses to cover any expenses from the gas leak ? Regards, ***? ***

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]

Customer made a payment of? $on 1/9/using his old account number and that payment was refunded to the account holder as the account was final.? To date the $refund was not cashed.? The company stopped payment on the $and transferred the payment of $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

Let me address each concern separately;? ? People's is conducting gas line work on our streetWe were told, haphazardly, on Monday, that they were turning off our gas and would send someone by to turn it on later that day, none of which happened.? A letter would have been sent to weeks in advance advising of the work and what to expect? ? On Tuesday morning we were told that someone would be by that day, which also did not happenMy partner had to stay home from workWe can turn service on hours a day and there is no need to miss work for us.? ? Today, Wednesday, I called the operations supervisor and customer service to confirm that our gas would be turned on today and was assured that it and I took off of work to waitWhen I called after the window had passed I was told that the service crew had filed a fax form lateWithin the last few months, Peoples Gas has decided when a customer’s service line is leaking, after main line work, they will repair it at no cost to the customer.? Prior to the change it was the customer’s responsibility to hire a plumber and repair the problem and the cost was on the customer.? (this is also a crew that spent time verbally harassing our neighbor yesterday), ? We could not verify this and would need more information to investigateand we would not have gas until tomorrow? ? Unfortunately the plumber doing the repairs did not fax the paperwork to our office confirming the service line has been repaired which delayed restoration? We still do not have gas, and the operations supervisor is still not reachableThe service is back onMoreover, because we cannot cook we have had to pay for take out that we would not otherwise have doneI will have to miss yet another day at the office tomorrow, and it is still unclear when or if someone is coming to turn our gas back on.We apologize for any inconvience this may have caused.? If the customer would like to discuss this further I can be reached at ###-###-####.? Lynn Petrie? ?

On 9/21/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 $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***Customer Relations SpecialistPeoples Natural Gas [redacted] ***###-###-#### [redacted] ? ? ? ?

Thank you for giving us the? opportunity to review Ms [redacted] 's concerns.? ? On 9/5/Ms [redacted] ? provided access to her 1st floor home and the basement.? The? company technician turned the gas service on for her 2nd floor neighbor.? ? The company has fully reviewed this situation and contacted? Ms [redacted] .? ? The? outcome is pending further review.? ? ? ? ?

*** *** established gas service at ** *** *** *** ** *** ** *** effective 5/31/16. Mr*** requested a final reading scheduled for 8/1/16. The final bill was issued for $which was due 8/23/16. The account was referred to our Collection
Company on 9/30/16. The account was paid in full 10/5/16. The Collection Company is aware the account is paid in full. Mr*** claims he received a Collection Company notice from *** *** ***. Peoples Gas does not use *** *** *** ***Tell us why here

I contacted MsWalker and apologized for any misunderstandings or inconvenience we may have caused her Rather than discounting the transfer fee I waived it entirely MsWalker was satisfied with our resolution.If there is anything else I can do please contact me. Lynn
P*** Peoples Natural Gas###-###-####***

I called Mr*** on Monday February 5th to discuss his complaintThe customer has used a wood burner for his main source of heat since service started 11/3/There are no other gas appliances in the houseA furnace was here but not in working condition and Mr*** has just
replaced it with a new furnaceHis 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 $I will call Mr*** on Friday 2/9/with his adjusted bill and he indicated he would like to remain on the budgetMr*** is satisfied with the resolution of his complaint

Thank you for contacting Peoples Gas concerning your responsibility for the above mentioned account. *** ** *** *** ** *** ** *** Ms*** *** had prior service from 9/11/to 3/14/at *** ** *** ** 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/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*** *** gave her social security number and date of birth 11/14/and authorized a credit check. Service was placed in the mother’s name at request 3/15/and finalized at her request on 5/1/17. Her mother did not request responsibility of the balance. *** *** *** *** ** ** *** ** *** On 3/16/Ms*** *** established service at *** *** *** *** *. Ms*** did not dispute authorizing service at her prior address until 10/2/when she called regarding a collection notice she received on her $1,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/Ms*** *** filed a complaint with the Pennsylvania Public Utility Commission (PUC) at case *** disputing authorization of her prior bill. The company Customer Relations Specialist called Ms*** to explain the balance, transferred the balance to her active account and re-advised Ms*** of her options. On 10/13/Ms*** 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,in Ms***’s name back to her final bill at *** ** *** pending resolution or closing of the PUC complaint. As of 2/15/Peoples has not received a signed Authorization form. On 1/25/the PUC case *** was closed: VERBAL CLOSE - ON 9/10/A CALLER IDENTIFYING THEMSELVES AS THE COMPLAINANT CALLED TO ESTABLISH SERVICE AT *** *** *** - THE COMPANY PLACED SERVICE IN HER NAME FOLLOWING A CREDIT CHECK AND REVIEW OF PERTINENT INFORMATION - THIS COMPLAINANT CALLED ON 3/13/TO ESTABLISH SERVICE AT *** *** ** - THE COMPANY IDENTIFIED THE OPEN ACCOUNT AND THE COMPLAINANT STATED HER MOTHER LIVES THERE - *** (MOTHER) CALLED ON 3/14/AND HAD SERVICE AT *** *** ** PLACED IN HER NAME BACK TO 3/- IT APPEARS THIS BALANCE SHOULD BE ON ***'S ACCOUNT AT *** *** **AND NOT ***'S ACCOUNT AT 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,back to the active account. The company position remains: *** *** is responsible for $1,used at *** *** ** *** ** *** service from 9/11/to 3/14/and responsible for the balance from 3/16/to current at *** *** **for a total balance owed of $1,631.59. *** *** 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*** may contact the company if she wants a payment arrangement on the $1,balance. A statement of account of the $1,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:pm. Sincerely, Denice C*** Customer Relations Specialist Peoples Natural Gas *** *** *** *** * *** * *** ** *** ###-###-#### ***
Tell us why here

The company Claims Department received Ms*** ***'s claim on 9/6/17. The claim is under review. The company goal is to respond to the claim within days.