Nicor Gas

I apologize for the confusion.  As long as your gas service is still active you have until 05/11 to reinstate your payment arrangement with the previously provided amount. However, your account is currently eligible for disconnection ant any time.  In order to stop the disconnection the $351.23 needs to be paid right away.  The $37.96 is not due until 05/03/17. Between 05/04 and 05/11 you would need to pay both the $351.23 and $37.96 to reinstate your payment arrangement.  After 5/11 a new bill would issue so the above numbers would change in order to reinstate your service.  If the gas service is turned off your full past due balance would be required. Tell us why here...

Complaint: [redacted]
I am rejecting this response because: This was second request sent by NRG. My question is - why was the first request rejected if there was no hold as you stated in your response? Can you investigate root cause?Due to this, switching was delayed. I had calculated more cost savings by switching in February but due to incompetency in service department, it was delayed. This also frustrated and wasted my personal time.You can check the note made by supervisor [redacted]. Discussion with her was also aggravating due to her deficiency of knowledge and understanding on Nicor business policy. Please let me know the outcome.Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/20) */
Thank you for contacting Nicor Gas about your billing concern. We have reviewed your account and have removed the $836.80. Your current balance of $46.08 is due on 11/06/14. We are sorry for any inconvenience this may have caused.
Thank...

you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your service concern.  In an effort to resolve this matter could you please provide the address in question so we may research this issue?

Thank you for contacting Nicor Gas about your auto-payment concern.  I reviewed your account and our records show that auto-pay was canceled form your account in December 2016.  When auto-pay is active, the payment stub on your bill will advise of the payment amount and date the payment...

will be withdrawn from your preferred payment account. If the payment stub does not say “Receipt of Electronic Payment” please contact us so the issue can be corrected. Auto-pay will be effective with your 05/23/17 bill.   While the late pay charges are valid, I removed the most recent late fee.  This brings your account balance to a credit of $11.74.  I apologize for the inconvenience and appreciate you bringing this matter to our attention.

Thank you for contacting Nicor Gas about your gas billing concern.  Our records show the gas service was stopped at [redacted] Dr., Rolling Meadows on 01/30/17 and gas service started in your name at [redacted] S. [redacted] Dr, Arlington Heights on 01/30/17; this transition of gas service will be...

reflected on your 02/15/17 statement.   I have forwarded your suggestion of making the business day requirement more prominent on our website to our management team for review.  Below is a link to Rate 1 of our Rates and Riders that shows Nicor Gas requires a ten day notice to discontinue service.   https://nicorgas.com/rates-and-costs/-/media/Files/Nicorgas/PDF/Nicor_Rate_1.pdf...⇄   In most cases, we automatically schedule an appointment for five business days out if a sooner appointment is not available.  We appreciate that you brought this matter to our attention and apologize for any inconveniences this may have caused. Thank you.

Thank you for contacting Nicor Gas about your installation concern.  Our records show a member of our Customer Relations department has contacted you to inform you that the new gas service line will be installed on 05/11/17.

Initial Business Response /* (1000, 6, 2015/10/05) */
Thank you for contacting Nicor Gas about your payment concern. Our records show the $75.00 was payment was returned due to non-sufficient funds. If you have information from your bank showing the payment cleared and was not returned you may...

fax that information to our Correspondence department at XXX-XXX-XXXX. Once we have received this information we can review to see if the $75.00 should be applied to your account.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your payment concerns.  We have reviewed your account and our records show the payment of $382.77 was initiated by you three times. The first two payments were made through the MyAccount website and the third was paid over the phone with a customer...

service representative.  We understand your concern in wanting the money refunded as soon as possible. The supervisor you spoke with on 02/08/16 has issued a request to refund the credit back after the minimum 10 day hold period.  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused.

Thank you for contacting Nicor Gas about your service concerns.  We apologize for the confusion but at this time your landlord must submit a request for new service.   Our records show Nicor Gas has been in contact with your landlord in order to resolve this matter.   Thank...

you.

Initial Business Response /* (1000, 7, 2015/06/08) */
Thank you for calling Nicor Gas about your service concerns. Our records show a member of our Customer Relations Department has contacted you and this matter has been resolved.
Thank you for allowing Nicor Gas the opportunity to address your...

concerns.
Initial Consumer Rebuttal /* (2000, 9, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The nice gentleman from customer relations did what should have been done in the first place. That is the person (I am sorry I don't have his name) who should be commended for his professionalism and manner. The other person that I first dealt with was extremely unprofessional. The Nicor serviceman who came to turn on my gas was also extremely nice. While I am satisfied with the end result, I think Nicor really needs to think about who they hire for the customer service end and get their technology up to speed.

Thank you for contacting Nicor Gas about your service concern.  Our records show that you are not the authorized account holder and unfortunately we are unable to discuss the account details with you.  We apologize for any inconvenience. Thank you for allowing Nicor Gas the...

opportunity to address your concerns.

Thank you for contacting Nicor Gas about your billing concerns.  We appreciate you bringing this matter to our attention. We have reviewed your account and our records show when you called to stop your account we advised if you started service at the same address within 12 months, you would be...

billed the monthly customer service charges for the time the gas was off.  After being informed of this information you agreed to have the gas service turned off.  Based on this information we are unable to make any changes to your account.  We apologize for any inconvenience this may have caused.   Thank you for allowing Nicor Gas the opportunity to address your concerns.

Initial Business Response /* (1000, 5, 2015/04/06) */
Thank you for contacting Nicor Gas about your billing concern. When setting up a new account we are able to give the new account the same features as a previous account, however; we cannot transfer a balance to an account with a different...

account holder. After reviewing your account our records show that this balance has been paid in full and a paid in full letter will be issued. We 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, 2015/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Consumers need protection from companies, specifically Nicor Gas, against erroneous information which as a result negatively impacts the consumer. The information should have been appropriately disclosed to me at the time of call, as well as, by mail. Based on the issue date of my last bill, Nicor Gas followed improper collection processes.
Per my follow up phone call to Nicor Gas on Monday, April 6, 2015, I was to receive the requested return phone call from the manager [redacted] (originally requested Thursday, April 2, 2015) by end of business day yesterday. I am still waiting for that call as of the end of business day Tuesday, April 7, 2015.
The received response is generic and does not respond to a single point of the original dispute. Additionally, I requested resolution of a written document stating this collection was not reported against me as a collection to any of the credit reporting agencies.

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. 
You should keep in mind that someone shouldn't need to go to this extent for $20.  Bad customer service when we have no choice on who our gas provider is not the way to do business.
Sincerely,
[redacted]

We apologize for the confusion and understand your frustration.  Your payments were not declined; our records show three separate transactions initiated by you requesting the payment amount to be deducted.  Two of these requests were completed through our website and 12 minutes later there was a phone call to our customer service department and the payment information was provided to the customer service representative.  Any customer that initiates a payment that results in a credit on an account is required to wait 10 days before the credit will be refunded. As a result of your initiating the payments we will refund the credit that is on the account at the time of the refund request.  Again, we apologize for this inconvenience.

Thank you for contacting Nicor Gas about your meter reading concerns.
We realize your time is valuable to you and appreciate you bringing this matter
to our attention.  Our records show we
have attempted to read you meter every other month but have been unable to gain
entry to read the...

meter.   We will review our process for contacting
customer’s whose meters we are unable to read in an effort to improve your
customer experience in the future.  Our records also show a meter reading appointment is
scheduled for 12/03/15 between the hours of 12:00 p.m. and 4:00 p.m.  I have requested a 15 min call ahead for this
appointment.  We were unable to use the
read you called in on 11/23/15 because of the amount of time between actual
reads.  Once we read the meter on the 3rd we will be able to use the reads you call in.  We will still require actual reads throughout the year but if you are
calling in your reads regularly, we will be able to schedule the actual read
with you.  You may also enter your reads
in your Nicor Gas MyAccount website or email a picture of your meter to [email protected] also expressed concern about the meter reading you
called in on 11/23/15 being 1000 therms higher than our estimated reads.  Until we are able to read the meter on the 3rd we cannot confirm if the 1000 therms over is a correct statement or not.  Once the meter has been read you will be
issued a corrected bill based on the read.  We do offer payment arrangements and we may contact customer service at
888-642-6748 Monday – Friday 7:00 a.m. to 6:00 p.m. to discuss. Again, we
appreciate you bringing this matter to our attention and apologize for any
inconvenience this may have caused.Thank you for allowing Nicor Gas the opportunity to address
your concerns.

Initial Business Response /* (1000, 7, 2015/10/12) */
Thank you for contacting Nicor Gas about your billing concern. We apologize for the confusion about who you must speak to in order to resolve complaint. Nicor Gas obtains an actual read on your meter every other month; because we did misread...

the meter it takes at least two additional actual reads for our system to recognize the misread. Nicor Gas advises on every bill if the read was an actual or an estimated read and also if the previous months was an actual or an estimate. If you ever notice to estimated reads back to back you may call customer service and we can send a meter read to get a new actual read.
Once the misread has been identified, Nicor Gas will rebill your account according to the correct reads in the system. Nicor Gas then sends the corrected read to your gas supplier, Constellation Energy. Because Constellation Energy is your supplier they are responsible for the billing based on the reads they are provided. Your supplier will bill you based on the reading provided and any additional services you have discussed with them and then advises Nicor Gas of the balance owed to the provider. Nicor Gas does not have any information about how your supplier bills or what payment programs they offer, that is why you were told to contact your supplier.
Our records show that as of 09/23/2015 Nicor Gas is now your gas supplier, however; any balance due to Constellation Energy prior to this date must still be discussed with them. We also show you have a warranty program with Pivotal Home Solution (XXX-XXX-XXXX), and any questions about your warranty will need to be directed to Pivotal.
Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your meter reading concerns.  We apologize for the inconvenience in this matter.  A member of our Customer Relations will be contacting you to discuss your concerns. Thank you for allowing Nicor Gas the opportunity to address your concerns.

Thank you for contacting Nicor Gas about your billing
concern.  Our records show a bill issued
on 11/16/15 for the 663 Charles St address for $58.22. The amount is for
service from 10/07/15 – 11/16/15 and is due by 12/01/2015. You should receive this
bill at the [redacted] address any day.  Thank you for allowing Nicor Gas the opportunity to address
your concerns.