Liberty Utilities

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I disagree because in the statements it states I'm his wife. We are not married so his debt should not have anything to do with wht he owes this business. I did know him when that situation occurred so I should not have to have my account based on his past experience with the company. They need to hold him alone responsible for that debt find another way to get if fom him, not using the account I want to open up as a new military customer.
[redacted]

This is the worst company I've ever dealt with. I called because my bill is going from $57 to $93 for sewage! I got the AZ office, they told me to call the TX office and I got a very rude woman who didn't want to help me. This is more than enough to make me want to move to city limits. They don't care about their customers, they care about their profit. If there was another option for me, I'd take it!

We contacted Ms. [redacted] on 5/20 (Daytime #)to explain why her bill never seems correct to her. She wanted a deeper explanation so we told we would contact her after 5pm on 5/20. We called her three times on her cell phone, no answer and no voicemail.
We called her on 5/21 at her office and they...

said she had gone for the day. We tried again on her cell phone twice, again no answer and no voicemail.
We called her work (Daytime #) this morning and they said she was off. We again called her cell phone and no answer, no voicemail.
Looking at her account we are finding, she is making partial payments after the due date. As a result these payments are not reflected on the next months bill.

[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]

I reached out to Ms. [redacted]. The dispute is the past due amount, due on 12/29/15. Ms. [redacted] did view her e-bill on 1/18/16, but the front page does not show TO AVOID SERVICE INTERRUPTIO, PAST DUE AMOUNT IS DUE IMMEDIATELY, however this information is on the bill.
We did charge Ms. [redacted] a...

$150 security deposit since the service had been disconnected, per our company policy.
I am refunding the $40 reconnection fee as a courtesy and this will show as a credit on her next bill.
I was also able to contact the service technician to be at her home by 10am to reconnect services.

We had a issue with billing cycle 3, the one Mrs. [redacted] is assigned. Once we realize this issue we put policies in place to correct the issue with the idea we and our customers will never experience this situation again.
I have reached out to Mrs. [redacted] and Mrs. [redacted], her daughter, to...

express to them the issue we experienced. I apologized and we are sending the a letter and a gift card for the inconvenience.

Ms. [redacted] signed up for our iCare electronic billing format on February 2, 2014.  She elected NOT to receive electronic notification of her bills, however, so...

paper copies of her bills are being mailed to her.
We have verified all her meter readings since that time, all of her bills, and especially her billing from her move-in date of September 2013 to present. All the meter readings, billings, factors and calculations are in line with normal natural gas usage. There is nothing that indicates any overcharges or errors on her account.
In fact, Ms. [redacted]’ natural gas usage is slightly lower than the previous occupant at this location over the same time frame.
This verifying our research and closes this inquiry.

I called Liberty on Sunday morning to report a possible gas leak at my son's home. The technician who came within an hour was named David and he could not have been nicer or more efficient. He checked everything thoroughly and assured us that he was there to serve us. He stressed that we should feel free to call again if we have any concerns. Liberty should be really proud to have David to represent them.

We reviewed this account in detail and worked with the customer. Her natural gas service was re-established in a timely manner and we consider this complaint closed.
When a customer makes a payment through our online and telephone payment systems, they are advised to contact us with a payment...

confirmation if paying on a past due balance. This very important step allows us to exempt the account from disconnect action until the past due payment posts to their account. We also provide an email link for our customers to communicate with us through the website to avoid service termination.
At Ms [redacted]' request, we attempted to contact her and left phone messages for her to call us back, but we have no record of her doing so. Therefore, we proceeded to terminate service. After that, we did have contact with Ms [redacted] that led to her reconnection.

[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]

We will investigate this telephone call and discuss it with our Customer Service Representative (CSR) for more of the situation. We will contact Ms [redacted] with our findings.
We can attempt to time the delay mentioned, if six seconds of silence seems inappropriate to the customer. A...

six-second delay in response from our CSR could have been the time required to pull up the customer's account, read the most current information on the account, check for the correct amount due, verify the details of the account, open the bill payment software and otherwise enter into an informed discussion with the customer. However, we do urge our CSRs to keep the caller informed of their work as these things are happening so this may be a coaching point for our CSR in this particular case.
To request a supervisor because of a temporary silence from our CSR and the customer's judgment that a one-word response was unacceptable and rude is a reaction we have not encountered before. Most callers expect payments over the telephone to involve careful attention to data entry, verifying account numbers, check amounts, checking account numbers and concentration from our CSRs. Therefore, most callers have a different expectation than Ms [redacted] apparently has with this type of transaction.
It's true that our senior customer service leader took a vacation during this time period and was unavailable to answer customer inquiries for the few days she was away from the office. We're not sure of the source of the reported statement that our leader's phone extension might not accept a voice mail but we will determine that.  If the customer had requested other supervisors or leadership in our office, a transfer of her call could have reached someone else in the building. As our CSR reportedly stated, we do not have a "General Manager" as the customer requested but other company leadership is available.
The assumption that we "are not doing anything whatsoever to assist the customers that keep (us) in a job" doesn't seem to be warranted based on the "Customer's Statement of the Problem" provided to us so we will gather more facts and determine our best course of action. We'll then contact Ms [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 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]