New Jersey Natural Gas Company

Complaint: [redacted] I am rejecting this response because:To whom it may concern recently I filed a complaint with Revdex.com against NJNG in regards to unjust treatment, discrimination against, bias and prejudice resulting in a denial of opportunity As I aforementioned in my recent complaint, NJNG shut off my gas service while I was making payments towards my back areas and monthly chargesNJNG responded and stated that I was making $a month payments and that from the balance of $1083.70, I made a payment of $on June 7th and service was turned on June 6, which is not the actual fact The fact is, I have been paying $every two weeks to NJNGAlso, to avoid shut off I took the initiative and went to [redacted] and applied for an emergency assistant to avoid shut off [redacted] communicated with NJNG that they would commit to paying $on my behalf to keep my service ongoingAfter NJNG received the payments they shut me off with a balance of $1,then after, I contacted NJNG and complained about my disconnectionThat is when I spoke to a Susan who was of very little helpThen my call escalated to a supervisor by the name of LouisaShe did everything in her power to make regaining service more and more difficultShe told me to go back to [redacted] and apply for [redacted] but what she didn't tell me that she knew is that I was only allowed one emergency for the yearSo when I went to [redacted] that's what I was toldHenceforth, the [redacted] representative reached out to Louisa, to request to apply the gift of warmth in the amount of $to apply to my account which would lower my bill substantially, then I would try again to go on the payment plan for the remaining balanceInstead, Louisa said no she is not giving me the gift of warmth and if I want it I have to pay an additional $500, [redacted] said wow! and gave me the look like what did you do to this woman? They apologize for the rejection and refusal of the proposal to help me with the donation from NJNG that would help assist me with my need because I am experiencing financial difficulties.I am a single mom raising five children and living off one low incomeI sacrificed and persevered to put myself through school for the past several years and it wasn't without difficultyDuring that time I faced many challenges, obstacles, and unexpected circumstancesGod kept me going and my children were my inspirationmy oldest have a heart condition called catecholaminergic polymorphic ventricular tachycardia, and he was diagnosed since the age of just to give you a glimpse of my worldThrough it all, I am fortunate to have acquired an associate degree in Liberal Arts and Business Since and most recently a Bachelors degree in Sociology with a concentration in Organizational Studies and hopefully, I am not stopping there, next I am going for my Masters in Social AnthropologySo, to get back on track with this dispute, [redacted] asked me what I could afford other than the $to get my gas service back on and I said I had $saved up and that's all my life saving that I am willing to give for the health and safety of my children [redacted] put the request in again for a $downpayment plus the gift of warmth for another $but again Louisa denied me the privilege of the grantShe became very adamant that she will not accept $from me and that I must pay $Again [redacted] apologized and said it was out of their controlthereafter, I went to the [redacted] *** for help and told the organization my circumstanceThey said it was unfair and that they would help me with all that they canSo the [redacted] representative called NJNG on my behalf to work out a paymentAn agreement was made that if I pay the $my service would be turned on and I can receive the gift of warmthI paid another $and the [redacted] helped me with the other $to make up the difference of $My service was then turned back onNJNG sent me an application to apply for the gift of warmth and instead of mailing it back I asked [redacted] if they could apply for it because they had received all of my credentials and it was already on file so it would be much quicker for them to apply electronically than me sending it by mail Again, the supervisor rejected me and denied me the grant after all I paid and what NJNG have received from the AgenciesSo far $from me, $from [redacted] and $minus the original bill of $I have no words for how Louisa has mistreated meNow, she has told [redacted] that she wanted the $to com from me and not the partial from the [redacted] ***It really disgusts me to know that this woman is devious and treacherous and the manner of how she misuse her power is so twistedBased on her actions she comes across of also being deceitful and deceptive and I pray that NJNG does examine supervisor Louisa business practice and make sure it is aligned with their business culture because of her unethical conduct, I find the company to be untrustworthy and unreliable and to also demonstrate unethical business practiceI would like to be free from this difficulty and have this matter resolved effectivelyI would like to receive the Gift of Warmth without further prejudice and move forward with establishing a payment plan that will secure my service and so that I would be able to continue making payments on my current service plan and be in good satisfaction with NJNGRespectfully, [redacted] Regards, [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 is **! There is no way in [redacted] thats good customer service! The issue is not the balanceThe rep was rude! I'll pay the balance and pray to god I never have to deal with customer service [redacted]

A review of NJNG records revealed an outstanding balance due to NJNG in the amount of $181.12. I would like to point out that *** *** activated the service at ** *** *** on June 6, and did not make one payment on the account. The account was turned off on December 3,
*** *** was notified that new service would not be provided due to the outstanding balance due. NJNG also correctly advised the customer that she would have to settle the debt directly with *** *** *** ***Our position in this case has not changed In conclusion, NJNG reviewed the phone conversationsNJNG supports our employees who handled *** ***’s phone callsThe employees did not treat *** *** as quoted in her letter to the Revdex.com

There is an outstanding balance of $1,262.47. The customer receives $Universal Service Fund credit each month. The customer's monthly payments are behind more than yearsThe customer called the Board of Public Utilities on 7/15/and NJNG advised them that NJNG requires
$by 7/21/to hold the service. The customer needs to contact agencies, family or friends to make the payment to keep the service onNJNG has been lenient for years

The customer also went to the BPU and NJNG sent the BPU the following reportNJNG called and spoke with the owner *** *** from *** *** ***The history on this account shows that there was no usage for three years from Feb to Dec In December we discovered
usage and advised him that someone tampered with the meter and that the lock was taken off by someone other than an NJNG employeeWe have closing papers that indicate that he purchased the property November 29, and we also checked the tax recordsThe deed list’s *** *** *** and the mailing address is his home addressSomehow gas consumption occurred when he took ownershipPlease see attached deed and tax records which shows he purchased the property on November 29, NJNG asked *** *** about the usage but he claimed there were squatters in the housePlease be advised there was no usage if squatters were living here but only when he took ownershipAgain, the usage started when he purchased the propertyNJNG asked him about a police report but he said it was too much troubleWhen NJNG advised him that he owes the bill he said he did not want to speak with NJNG because he wanted the BPU to resolve this matterWe advised *** *** that if he was disputing this matter he must provide proof but he has notNJNG spoke with the new customer’s attorney and she advised *** *** is the sole ownerPlease see attached deed signed by *** ***

This complaint is not with New Jersey Natural Gas Company. It belongs to *** *** ***, please send it to *** C***, *** *** *** ** *** Thank you. Tell us why here

An NJNG supervisor spoke with [redacted] Explained that she is still receiving a bill because she was on a payment plan for her water heater install. The final installment just billed on her most recent statement. She understands. Kathy O'[redacted]NJNG

Complaint: [redacted]
I am rejecting this response because:To whom it may concern recently I filed a complaint with Revdex.com against NJNG in regards to unjust treatment, discrimination against, bias and prejudice resulting in a denial of opportunity.  As I aforementioned in my recent complaint, NJNG shut off my gas service while I was making payments towards my back areas and monthly charges. NJNG responded and stated that I was making $50 a month payments and that from the balance of $1083.70, I made a payment of $300 on June 7th and service was turned on June 6, which is not the actual fact.  The fact is, I have been paying $50 every two weeks to NJNG. Also, to avoid shut off I took the initiative and went to [redacted] and applied for an emergency assistant to avoid shut off. [redacted] communicated with NJNG that they would commit to paying $450 on my behalf to keep my service ongoing. After NJNG received the payments they shut me off with a balance of $1,083. then after, I contacted NJNG and complained about my disconnection. That is when I spoke to a Susan who was of very little help. Then my call escalated to a supervisor by the name of Louisa. She did everything in her power to make regaining service more and more difficult. She told me to go back to [redacted] and apply for [redacted] but what she didn't tell me that she knew is that I was only allowed one emergency for the year. So when I went to [redacted] that's what I was told. Henceforth, the [redacted] representative reached out to Louisa, to request to apply the gift of warmth in the amount of $300 to apply to my account which would lower my bill substantially, then I would try again to go on the payment plan for the remaining balance. Instead, Louisa said no she is not giving me the gift of warmth and if I want it I have to pay an additional $500, [redacted] said wow! and gave me the look like what did you do to this woman? They apologize for the rejection and refusal of the proposal to help me with the donation from NJNG that would help assist me with my need because I am experiencing financial difficulties.I am a single mom raising five children and living off one low income. I sacrificed and persevered to put myself through school for the past several years and it wasn't without difficulty. During that time I faced many challenges, obstacles, and unexpected circumstances. God kept me going and my children were my inspiration. my oldest have a heart condition called catecholaminergic polymorphic ventricular tachycardia, and he was diagnosed since the age of 10 just to give you a glimpse of my world. Through it all, I am fortunate to have acquired an associate degree in Liberal Arts and Business Since and most recently a Bachelors degree in Sociology with a concentration in Organizational Studies and hopefully, I am not stopping there, next I am going for my Masters in Social Anthropology. So, to get back on track with this dispute, [redacted] asked me what I could afford other than the $500 to get my gas service back on and I said I had $300 saved up and that's all my life saving that I am willing to give for the health and safety of my children. [redacted] put the request in again for a $300 downpayment plus the gift of warmth for another $300 but again Louisa denied me the privilege of the grant. She became very adamant that she will not accept $300 from me and that I must pay $500. Again [redacted] apologized and said it was out of their control. thereafter, I went to the [redacted] for help and told the organization my circumstance. They said it was unfair and that they would help me with all that they can. So the [redacted] representative called NJNG on my behalf to work out a payment. An agreement was made that if I pay the $500 my service would be turned on and I can receive the gift of warmth. I paid another $250 and the [redacted] helped me with the other $250 to make up the difference of $500. My service was then turned back on. NJNG sent me an application to apply for the gift of warmth and instead of mailing it back I asked [redacted] if they could apply for it because they had received all of my credentials and it was already on file so it would be much quicker for them to apply electronically than me sending it by mail.  Again, the supervisor rejected me and denied me the grant after all I paid and what NJNG have received from the Agencies. So far $500 from me, $450 from [redacted] and $250 minus the original bill of $1662.35. I have no words for how Louisa has mistreated me. Now, she has told [redacted] that she wanted the $500 to com from me and not the partial from the [redacted]. It really disgusts me to know that this woman is devious and treacherous and the manner of how she misuse her power is so twisted. Based on her actions she comes across of also being deceitful and deceptive and I pray that NJNG does examine supervisor Louisa business practice and make sure it is aligned with their business culture because of her unethical conduct,  I find the company to be untrustworthy and unreliable and to also demonstrate unethical business practice. I would like to be free from this difficulty and have this matter resolved effectively. I would like to receive the Gift of Warmth without further prejudice and move forward with establishing a payment plan that will secure my service and so that I would be able to continue making payments on my current service plan and be in good satisfaction with NJNG. Respectfully,[redacted]
Regards,
[redacted]

The balance on this account is $1,083.70.  The account has been in arrears since the turn on date.  Payments are few and not for the full amount of the bills. Customer makes payments of $50 a month which does not cover her current bills and that is why the balance has...

accumulated.  Customer just paid $300 on June 7, 2017. Customer was advised to apply for financial assistance at the [redacted].  Customer was reconnected on June 6, 2017. Kathy O[redacted] NJNGCustomer Advocate

[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 is **! There is no way in [redacted] thats good customer service! The issue is not the balance. The rep was rude! I'll pay the balance and pray to god I never have to deal with customer service
[redacted]

Review: I received a shut off notice from the gas company, so called them and explained that I have been out of work for two weeks and my disability have not come through yet.I was in the hospital for a week and from there went to physical and occupational therapy For A week. I explained that I needed a little more time they said no. So I emailed the board of utilities and explained what I was requesting. Later that day I received a call back from the gas company stating that I had received over $2000.00 assistance and that I had to still pay the $600.00 by the 21st and if they did not receive it cash or money order they would come and turn my service off and I would have to pay the entire bill $1300.00 before I could get my service turn back on. I have been paying on the bill in addition to what they were receiving from the housing authorities. I am not trying to get out of paying the bill just a little more time. I'm not sure when my disability will come in and chances are that would be the whole Check. I am back to work now and will not get a full check for a month.I am a single mother with 5 kids and no additional income. I get paid every two weeksDesired Settlement: Just asking for a little more time and to lower the amount they are requesting.

Business

Response:

There is an outstanding balance of $1,262.47. The customer receives $113.49 Universal Service Fund credit each month. The customer's monthly payments are behind more than 2 years. The customer called the Board of Public Utilities on 7/15/15 and NJNG advised them that NJNG requires $600 by 7/21/15 to hold the service. The customer needs to contact agencies, family or friends to make the payment to keep the service on. NJNG has been lenient for 2 years.

Worst attitude from a customer service representative. FYI don't talk to your customers like they're stupid some information we just don't know because we don't work in your line of business. I would love for this woman to have a reality check.

Review: New Jersey Natural Gas company charged me $498 a Month for gas and [redacted] charged me $605.54 for the same Month so I have to pay both of them. I should not have to pay both companies for gas, it was a mistake made on their part, not mine and therefore, I should not be responsible for paying two companies for gas service for one month. In total both companies are asking for $1,247.84 for gas for the month of February, 2014.Desired Settlement: I want to work out an amount I have to pay for the month of February and make sure that from here on out I only have gas service from one company and only one gas company will charge me monthly. I have been using New Jersey Natural Gas and that is who I would like to continue service with.

Business

Response:

This is in résponse to [redacted] letter to the Revdex.com (Revdex.com) conceming her account at [redacted] New Jersey.

Under New Jersey’s Energy Choice program, consumers can purchase their natural gas commodity from a number of New Jersey state-approved gas suppliers. Suppliers provide the utility (NJN G) with the customer’s gas and the utility (NING) delivers the gas to the customer’s location. The cost of the gas commodity would be outlined in the terms 8; conditions of the contract which are solely between the customer and his/her gas supplier.

Under utility consolidated billing, the customer receives one bill for both the commodity cost (gas) and the delivery. The utility (N IN G) is only advised of the customer’s enrollment with the gas supplier and the rate per therm to bill and collect from the customer on behalf of the supplier. The utility‘s BPU-approved Tariff sets fmth' the charges for delivering the supplier proyided gas to the customer’s residence. Delivery charges are the same whether gas is purchased from the utility or a third party gas supplier.

[redacted] has been purchasing her natural gas from a number of third party suppliers since 2004. In July 2013, [redacted] selected in [redacted] as her supplier. Based on the price changes submitted by [redacted] it appears they have a variable price contract with [redacted]. Variable price supplier contracts can be higher or lower than the utility’s rates and are usually based on market prices. [redacted] receives one bill for both [redacted] charges and NJNG’s delivery charge.

In January 2014 [redacted] requested to return to NJ'N G. That switch will be effective with the customer's March billing. The timeline to make switches to/from gas suppliers is also a standard term and condition of NJN G’s Tariff.

[redacted] residence used a significant amount of gas during the past winter. This fact, coupled with purchasing gas at variable rates, is the reason for the high bills. There is no mistake or duplicate billing occurring on her NJNG account.

Although NING cannot change the amount [redacted] has billed the customer, we Understand the impact energy market-driven high gas costs have had on third party supplier customers. NJNG spoke with [redacted] on March 10, 2014 and agreed on a payment arrangement.

If there is any further information needed, please feel free to contact me at