Nicor Gas

Initial Business Response / [redacted] (1000, 5, 2014/10/10) */ Thank you for contacting Nicor Gas about your rebate concernA member of our rebate department will be contacting you soon to discuss this situation Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ Thank you for contacting Nicor Gas about your billing concernAfter reviewing your account Nicor Gas records show you are responsible for the billing as of 11/19/and your current balance is $76.43, due on 02/02/If you would like us to turn off the gas in between tenants you may fill out a landlord agreementYou can find the landlord agreement at www.nicorgas.com/landlord and submit the request through our website Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response / [redacted] (1000, 5, 2014/09/05) */ Thank you for contacting Nicor Gas about your concernsWe do apologize for any inconvenience that having your gas turned off may have causedWe did not post your door because a disconnection notice was mailed on 07/28/and stated your gas could be turned off on or after 08/06/if the amount on the notice was not paidWe mailed the notice to the same address you stated you are receiving your billsIf you are not receiving your mail you may want to check with your local post office We do understand the frustration of having to wait to have your gas service restored; that is why we do schedule the first appointment that is available in our systemWe receive many requests to have service turned on dailyIt is our policy to not have any customer wait more than five days to have their service restored; if there had been an earlier appointment we would have been happy to schedule it for youOnce again we apologize for any inconvenience this may has caused Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response / [redacted] (1000, 5, 2014/12/15) */ Thank you for contacting Nicor Gas about your service restoral concernsWe have reviewed your account and Nicor Gas records show that we have not received a medical certification form from youWe also do not have a record of a representative advising you to submit a medical form this year, but other representatives have advised you correctly that a medical form must be submitted within days of the service disconnectionAt this time Nicor Gas will not be making any changes to your account Thank you for allowing Nicor Gas the opportunity to address your concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes they did receive the medical certificate dated December 12,and they do have a record of the Rep that I spoke to that told me to print off the medical certificate and have my doctor fill it out and sign it and fax it back over to Nicor which the Doctor did on Friday December 12,2014..The Rep never mentioned anything to me about days,the Reps did not advise me of this until Monday December 15,and they told me that Rep gave me the wrong information and the Supervisor said to me that she has to find out who spoke with me so this does,t happen again to another customer,and I agree.Employees should be on the same accord I have so many people telling me different things and it's just unbelievable,I still think that they should honor their employees mishaps Final Business Response / [redacted] (1000, 13, 2015/01/09) */ Please disregard our first rebuttal responseThe medical certificate did not arrive at our office until 12/16/14; this was after we had responded to your original requestNicor Gas records do not show we advised you to fax over a medicalOur records do show multiple representatives advised you may be denied because of how long the service was off and one representative advising of the day limitWe do apologize for any inconvenience this may have caused but we also show gas service was turned on in your name on 12/30/ Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response / [redacted] (1000, 5, 2014/07/14) */ Thank you for contacting Nicor Gas about your billing concerns. We have issued a refund of $20.00; you should see a check in the mail in the next 7-10 days. The reason you were still charged the payment is because you cancelled the budget plan... on the day it was due. We are unable to stop payments within 3 days of the due date. To avoid any future confusion you did cancel your budget plan but you are still on Auto-Pay. The next time you have an owing balance on your account your bill will show the date we will deduct the payment. Thank you for allowing Nicor Gas to address your concerns.

Initial Business Response / [redacted] (1000, 5, 2014/12/30) */ Thank you for contacting Nicor Gas about your deposit concernOur records show the deposit on your account has been waived and the amount paid towards the deposit has been applied to your owing balanceAt this time the balance on your account is ZeroYour next bill will issue around 01/22/and be due weeks from the date of issuePlease keep in mind that going forward if you are late on your payments or more times in a month period you can be assessed a deposit on your account again Thank you for allowing Nicor Gas the opportunity to address your concerns Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/03/02) */ Regarding to Revdex.com CASE#: [redacted] Please open this case againNicor Gas still charging me the deposit feeNicor Gas waived the deposit fee on December However, January & February I was charged $dollarsI didn't submit a complaint on January, because I was waiting to see if it was going to get fix on FebruaryPlease helpThanks Final Business Response / [redacted] (4000, 20, 2015/03/24) */ Thank you for contacting Nicor Gas regarding your deposit inquiryWe apologize that the deposit reappeared on your most recent billsWe have corrected your billing and removed the deposit; you now have a credit of $At this time you will only see a deposit appear if you pay late or more times in a month period, or your account if stopped due to non-payment Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response /* (1000, 5, 2015/03/19) */
Thank you for contacting Nicor Gas accountThe Monthly Customer Service Charge is the cost of having a gas meter at your residenceThe charge is billed to all Nicor Gas customers regardless if gas is used or notThe charge also varies
depending on the meter size and class of service
Our records show the meters at this location is used for heatingIf you are not using the gas please contact your landlord to verify if the meter can be turned off and your account closedIf you did use gas for heating please call us to schedule an appointment to exchange the meter and have it testedIf you have any questions, please contact us at XXX-XXX-XXXXThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't use gas for heating at allI request nicor gas adjust my bills and refund me
Final Business Response /* (4000, 11, 2015/04/07) */
Nicor Gas charges a Monthly Customer Service charge as a flat rate even when the gas is not usedPlease call us at XXX-XXX-XXXX and additional information

Initial Business Response /* (1000, 5, 2014/08/06) */
Thank you for contacting Nicor Gas about you billing concernUnfortunately you name is not listed on this account and we do not have notes giving us permission to speak with anyoneIf you would like to discuss this account you may have the
account holder call customer service and give us permission to speak with you
Thank you for allowing Nicor Gas the opportunity to address your concerns
Initial Consumer Rebuttal /* (3000, 7, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I have already had *** call you to give permissionShe did so and was told that it would be put in the notes
*** ***
Final Business Response /* (4000, 9, 2014/08/11) */
Thank you again for contacting Nicor Gas about your billing questionsWe do apologize but there is not a note giving us permission to discuss the account with youIn order for us to help you resolve this issue please have *** call customer service and say she gives us permission to discuss her account with you
Thank you again for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response /* (1000, 5, 2014/07/18) */
Thank you for contact Nicor Gas about your payment concernsAll payments made over the phone, website, and with a live representative are all processed through a payment vendorThe vendor is charging the $convenience fee so you do not
have to mail in your paymentAs of now the only way Nicor Gas is aware that you made a payment to prevent a disconnection is for you to call and speak to a customer service representativeI will certainly forward on your suggestion that our system be able to cancel a disconnection once payment has been made; as that is a very good suggestionIn your case though your payments did not post to your account until after the disconnection had happenedYou had a payment of $post on 7/10/and a payment of $posted on 7/11/All customers are advised on the website when they make a payment that it can take 24-hours for the payment to post to their accountSo in this instance the gas would have still been disconnected without you speaking to a representative
Once the gas has been disconnected and any remaining balance has been paid, the reconnection of service is scheduled for the first available dateA typical reconnection can take anywhere from 1-days depending on availability in your areaIt is Nicor Gas' policy to not have anyone wait more than days to have their service restoredThis time of year is very busy for Nicor Gas due to the number of requests to have gas service turned on or reconnected and can be days before we are able to complete an orderWe are sorry for any inconvenience this may has caused you, but your service was restored as early as possible
You are entitled to speak to a supervisor, however with this being a very busy time for Nicor Gas it is possible that there may not be a supervisor for you to speak to at the moment you requestThat is why we do offer the call back so we request can be honored
Thank you for allowing Nicor Gas the opportunity to address your concerns
Initial Consumer Rebuttal /* (3000, 7, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The purpose of the service should be free if the service takes just as long as the US Postal service to postI was not aware of the disconnection threat when the payment was madeThere were no Indications that the gas would be disconnected so I'll be changing to paper billing
Final Business Response /* (4000, 9, 2014/07/23) */
Thank you for contacting Nicor Gas about your concernsAgain we are sorry for any inconvenience but Nicor Gas records show that a disconnection notice was mailed to your address on 6/24/Nicor Gas offers many different payment options, but it up to the customer to decide which option works best for themOur records also show you have been on paper billing since your 6/22/billYou were paperless with Check Free prior to thatIf you were to change to paperless billing through the My Account website then any payments that you make online would not be charged the $processing fee
Thank you again for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response /* (1000, 5, 2014/09/18) */
Thank you for contacting Nicor Gas about your service concernA Customer Relations representative will be contacting you by phone to resolve this matter
Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response /* (1000, 5, 2014/08/07) */
Thank you for contacting Nicor Gas about your concernsNicor Gas has reviewed your account and out records show when you called on 4/22/that you were informed you did not qualify for a payment arrangement until 10/12/You were also
advised to pay your balance down as quickly as possible to avoid disconnection or collection callsOur records also show that a disconnection notice was mailed to your address on 7/15/advising your service could be disconnected on 7/23/or later if the amount on the notice was not paidUnfortunately, your payment was not enough to avoid disconnection and your service was disconnected on 8/04/You service was scheduled to be restored hours later on 8/06/When restoring service, it is Nicor Gas' policy to not make anyone wait more than daysYou were scheduled for the first available appoint we had when we spoke to youIf there had been an earlier appointment it would have been scheduledWe are sorry for any inconvenience this may have causedWe will also be forwarding on your suggestions to the appropriate department for review
Thank you for allowing Nicor Gas the opportunity to address your concerns

Initial Business Response /* (1000, 5, 2014/08/20) */
Thank you for contacting Nicor Gas about your service concernOur records show that this concerns has already been address as an ICC inquiry, unfortunately there is nothing more Nicor Gas can do at this time
Thank you for allowing us the
opportunity to address your concerns
Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It hasn't been addressed by ICCNicor only told ICC the same thing they sold usWe want the payment arrangement to continue

Initial Business Response /* (1000, 5, 2015/04/07) */
Thank you for contacting Nicor Gas about your balanceNicor Gas has reviewed your account and our notes show:
10/09/- $was the reported balance
02/10/- Payment of $was received
$was the reported
balance
02/17/- Payment of $was received
o $was the reported balance
If you have records of additional payments other than the ones listed above we would be have to review your accountWe apologize for any inconvenience this may have caused
Thank you for allowing Nicor Gas the opportunity to address your concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I paid it they said that was the end of the bill
Final Business Response /* (4000, 11, 2015/04/28) */
We apologize for any inconvenience this has causedWe have reviewed our records and a payment for the final $was never received and we do not have a record of advising anything on the account would be waivedIf you paid the $through the collection agency you may want to contact that company to see if they are showing you paid in fullIf they have a record you made payments in full we would be have to review them to see if we can remove the $from your account
Thank you for allowing Nicor Gas the opportunity to address your concern

Initial Business Response /* (1000, 5, 2015/04/16) */
Thank you for contacting Nicor Gas about your billing concernNicor Gas has reviewed your account and you were advised correctly that when using a credit card for auto-pay it is a requirement to have paperless billingWe do understand there
are certain instances where a paper bill may be required so we do offer alternate optionsIf you set up auto-pay through a checking account you can still receive paper bills and avoid the $payment processing feeIf you prefer to still pay with a credit card you may log into the My Account website each month and print off a copy of the bill (this will be the same bill you would receive in the mail)We do apologize for any inconvenience this may have caused
Thank you for allowing Nicor Gas the opportunity to address your concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You cannot bill me to receive a bill or invoice
Final Business Response /* (4000, 11, 2015/05/07) */
Thank you for contacting Nicor GasThe $processing fee is the fee our payment vendor charges to process our payments for us, much the same way you would pay a fee if you chose to send payment via a money order or at a currency exchangeYou receive your bill free of charge whether you choose to be paperless or receive a paper bill in the mailOnce of the benefits to being a paperless billing customer is the payment processing fee is waived if you pay onlineYou are always welcome to mail in a check for your payments as well as there is no charge to pay by checkWe apologize for any confusion this may have caused
Thank you for allowing Nicor Gas the opportunity to address your concern
Final Consumer Response /* (4200, 13, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, you cannot charge to receive a billThis law has been passed *** cell phones, and I would guess that it applies, or soon will apply for all utilities
As Nicor is a monopoly, we have no choice who processes our billsYou MUST give us a paper copy of what you are charging, and NOT charge to receive charges
If this request is not met immediately, will we will have our legal department refer it to the States Attorneys office

Initial Business Response /* (1000, 5, 2015/01/26) */
Thank you for calling Nicor Gas about your concerns. Our records show that the gas leak is scheduled to be repaired on 01/27/2015 between the hours of 8 am and 5 pm; you will not need to be home for the repair. This leak was found on Nicor's...

portion of the gas line. This means the gas is escaping before traveling through your meter and is not affecting your monthly gas bill.
Nicor Gas has reviewed the meter reading history for your location and your current reads are in line with the historical history of this address. Nicor Gas reads your meter every other month and estimates in the other months. We read your meter on 11/25/14, at the time your meter reading was 7235. On 12/23/14 we estimated your meter reading to be 7329. We were also able to read your meter on 01/22/15; at this time your meter read 7355. The actual read taken on 01/22/15 shows the 12/29/15 to be a correct billing. This usage is in line with past usage at this address for the same billing period.
You did say you have lived at other locations and the bills were lower. Unfortunately we cannot compare one location to another, only previous reads at your meter. The reason for this is because there can be various differences between the location such as size, amount of insolation, age of appliances. Based on this information Nicor Gas will not be making any adjustments to your account.
Thank you for allowing Nicor Gas the opportunity to address your concerns.
Initial Consumer Rebuttal /* (3000, 11, 2015/03/17) */
nicor supposedly came out and fixed the gas leak but never credited my account. Also, my bill was still $50+ higher than the past year. Obviously there is still an issue and leak that needs to be corrected immediately. I would also like to see a significant credit to my account.
Final Business Response /* (4000, 15, 2015/04/07) */
Thank you for contacting Nicor Gas about your meter concerns. Nicor Gas records show that on 03/12/15 our field technician was able to repair the leak on your meter. The leak was able to be repaired by our technician replacing the regulator on the meter. The regulator is on Nicor Gas' side of the meter, this mean any gas leaking at this point was dispersing into the atmosphere before it could be recorded and affect your readings.
Nicor Gas has reviewed the meter reading history for your location and your current reads are in line with the historical history of this address. You previously lived at other locations prior to the current winter season and the bills were lower. Unfortunately we cannot compare one location to another, only previous reads at your meter. The reason for this is because there can be various differences between the location such as size, amount of insolation, age of appliances. Based on this information Nicor Gas will not be making any adjustments to your account.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Complaint: [redacted]
I am rejecting this response because: I would like to say where on my bill does it say it is the actual readings.  It is listed nowhere, therefore I do  not knowPlease have someone from the Nicor Gas contact me and show me exactly where it is listed 
Sincerely,
[redacted]

Thank you for contacting Nicor Gas about your service concerns.  Our records show your gas service was restored on 03/16/16.  We apologize for the in inconvenience of the missed appointment on 03/11/16.  Nicor Gas makes every effort to arrive to our appointments on time.  Due to...

gas emergencies there are times when Nicor Gas may be late to an appointment and a courtesy call is placed to the customer.  We apologize that you did not received a courtesy call and appreciate you bringing this matter to our attention.  We realize your time is valuable and we will review our process to see how we can improve our customers’ experience in the future. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 5, 2014/09/24) */
Thank your for contacting Nicor Gas about your billing concern. Nicor Gas has reviewed your account and out records show that the representative you spoke to on 09/22/14 was able to make the corrections to your account. You bill that will...

issue on 10/20/14 will show you are current with Nicor Home Solutions and have a credit with Nicor Gas.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your concerns.  Our records show you recently spoke with a
member of our Customer Relations Department and they were able to resolve your
concerns.Thank you for allowing Nicor Gas the opportunity to address
your concerns.

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 (pending receipt of a check expected within 2 weeks). 
Sincerely,
[redacted]