Northwest Natural

To: Revdex.com Re: Case ID # [redacted] Consumer: [redacted] Date: July 30, In response to the complaint registered by [redacted] , NW Natural mailed the attached letter to Mr [redacted] July 28, Consumer's Desired Resolution: "I'd like for NW Natural to remove the fee for the WARM program." NW Natural's Response: As stated in the July 28, letter to Mr [redacted] , WARM applies to all residential and small commercial customers, and is NW Natural's default billing method during the heating seasonWARM adjusts only for fixed costsAs such, the adjustment applies whether or not a customer has used any gas during that monthUnless the customer opts out of the WARM program, we must bill the account in accordance with our approved TariffTherefore, the WARM adjustment will not be removed from Mr [redacted] 's accountPlease contact me if you need additional information at [redacted] , Ext [redacted] or [redacted] @nwnatural.comSincerely, ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

In response to [redacted] complaint, NW Natural acknowledges the following: [redacted] had an account with NW Natural, which was closed August The account final bill balance of $was not paidConsequently, this amount was placed with a collection agency for collectionJuly 8, Ms [redacted] spoke with one of our Customer Service Representatives about the final bill for $She asked: "Can I just pay you and have you remove it from the collections?" Our Customer Service Representative stated: ''Yes, you can pay us and we will send a notice to the collection agency that it has been paid." Our Customer Service Representative stated that the collection agency would be notified that the payment was made, but did not state that the debt would be recalled from the collection agency if it was paid in fullHowever, our Customer Service Representative did not provide a clear explanation to indicate that the account would not be recalled and the trade line (Referred by: NW Natural Gas Co, Account # [redacted] ) would be deleted from the consumer's credit recordBecause our Customer Service Representative did not provide a clear explanation, NW Natural has requested that the trade line be deleted from Ms [redacted] credit recordConsumer's Desired Resolution: "I want NW Natural to remove the account from the collection agency and issue me a receipt stating that the account is paid in full." NW Natural's Response: NW Natural has submitted a request to delete the trade line (Referred by: NW Natural Gas Co, [redacted] ) from Ms [redacted] credit record(A copy of the request submitted is attached.) NW Natural is making this consideration because of Ms [redacted] interpretation of our Customer Service Representative's statement in answer to her questionMs [redacted] question: "Can I just pay you and have you remove it from the collections?" Customer Service Representative's answer: ''Yes, you can pay us and we will send a notice to the collection agency that it has been paid." Also, our supervisor has provided a confirmation of the $payment(A copy of a letter stating that all billings have been paid is attached.) If you need additional information please contact me at 503-226-4211, Ext [redacted] or ***@nwnatural.com

We colsed on the home located at [redacted] non Novemeber 24th My wife called all utilitys City of Keizer, NW Natural, PGE and had service stoppedAll utilitys stopped service except NW NaturalWe assumed NW Natural wold sut off serviceIt wasnt until late january we figured out they were billing us for the service as.We called and they stated we didnt call to cut off service which we didWe volanteered to get with realitor to have new owner take over which he did back dating to januaryHe didnt back date to novemberWe only thought we were helpingI have proof we sold house which is attachedI called sever times to NW Natural and was given the run aroundThey Maintain we didnt call as they looked throught their voice callsWe called and colsed all utilitys to the house and Wantthis complaint restated.Re: ID # [redacted] - Northwest Natural

In response to [redacted] complaint, NW Natural acknowledges the following:July 30, [redacted] applied for gas service and [redacted] was addedas co-applicantIf a co-applicant is added to an account and is not present at the time theapplication is made to establish the account, NW Natural's policy is to send a letter to theco-applicantThis letter states:"NW Natural recently received an application for gas service at (the specificaddress is identified) from (the individual who made the application for gasservice is identified)The applicant submitted your name as a co-applicant.Under our company's policy, co-applicants at the same address have equalresponsibility for payment of the monthly gas service billFor billing purposes,the monthly statement will be billed in your name as well as that of the applicant.When either co-applicant wishes to discontinue billing responsibility, NW Naturalmust be notified to initiate a change in account responsibility.If there is a reason why the account should not be billed in both names, pleasecontact us immediately at 1-800-422-4012."July 31, the Co-Applicant letter was mailed to [redacted] This letter wasmailed to PO Box ***, Portland, OR [redacted] did not contact NW Naturalto provide a reason why the account established by [redacted] should not be billedin both namesBecause Mr [redacted] did not contact NW Natural, the account inquestion was billed in his name and [redacted] ' name.Consumer's Desired Resolution:"Relieve me from any financial obligations regarding this account and retract the bill thatwas sent to collections."2016/02/1216:09:/5NW Natural's Response:It appears that Mr [redacted] did not receive the Co-Applicant letter that was mailed July31,to PO Box ***, Portland, OR as he states that his name was added to theaccount in question without his knowledgeFor this reason, NW Natural has requestedthat Bonneville Collections remove Mr [redacted] name from NW Natural's accountnumber [redacted] and that this account be removed from Mr [redacted] credit recordeffective February 11,A copy of this letter is attached and a copy of this letterwill be mailed to Mr [redacted] .Please contact me if you need additional information at 503-226-4211, Ext [redacted] or***@nwnatural.comSincerely, Lois D [redacted] Customer Contact Center SupervisorNWNatural ***Please see attached documents***

To: Revdex.com Re: Case ID #*** Consumer: *** *** Date: June 18, In response to the complaint registered by *** ***, NW Natural mailed the attached letter to Ms*** June 17, Consumer's Desired Resolution: "I would like my last bill adjusted to the
amount that represents the amount of gas I actually used during the previous billing period." NW Natural's Response: As stated in the June 17, letter to Ms***, WARM is the standard billing method that allows NW Natural to collect just enough money to cover fixed costsWARM adjusts only for fixed costsAs such, the adjustment applies whether or not a customer has used gas for space heatingUnless the customer opts out of the WARM program, we must bill the account in accordance with our approved TariffPlease contact me if you need additional information at *** *** *** or ***@nwnatyral.com
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

In response to *** ***’s complaint, NW Natural acknowledges the following:
As requested, a NW Natural account for *** *** was established February 2012. *** *** is required to give NW Natural five days’ notice in advance of specified date of discontinuance of service if she
wishes to have natural gas service discontinued. NW Natural did not receive notification for discontinuance of natural gas service until November 2015.
NW Natural is regulated by the *** *** *** *** and adheres to the Oregon Administrative Rules. OAR *** Voluntary Disconnection of Utility Service states: "Every customer who is about to vacate any premises supplied with service by the energy or large telecommunications utility, or who for any reason wishes to have such service discontinued, shall give five days' notice in advance of specified date of discontinuance of service to the utility. Until the energy or large telecommunications utility shall have such notice, the customer shall be held responsible for all service rendered." NW Natural believes we are justified in requesting payment for services rendered to *** ***
Although *** *** is responsible for all service rendered from February to November 2015, NW Natural has agreed to refund payments made and write-off unpaid balances, if any, from February to November

In response to *** *** complaint, NW Natural acknowledges the following:
*** *** is a participant in NW Natural's Weather Adjusted Rate Mechanismprogram (WARM)NW Natural's WARM applies to all residential and smallcommercial customers and is NW Natural's default billing method during
the heatingseason (December through May 15)WARM is designed to address the bill impact ofweather on customer bills during the heating months when customer bills tend to behigher due to colder weatherDuring the heating months, WARM will lower the rate pertherm that customers pay when the weather in that billing month is colder than averageand increase the rate per therm that customers pay when the weather is warmer thanaverageWARM adjusts only the base portion of the total rate per thermThis is theportion of the rate that covers NW Natural's fixed costs of serving customers - costs thatNW Natural incurs regardless of how much gas a customer usesWhen weather iswarmer than average, customers tend to use less gas and NW Natural does not recover allof its fixed costsThis shortfall is captured through WARM adjustmentsHowever, whenweather is colder than average, customers tend to use more gas and NW Natural overrecoversits fixed costsWARM prevents an over-collection of fixed costs by reducingthe rate per therm paid in that month through the WARM adjustment
Since WARM benefits customers when the weather is colder than average, thefundamental assumption is that customers will want to participateHowever, thecompany knows that some customers may not use natural gas for space heating soWARM is structured as an opt-out programAny customer, whether they use natural gasfor space heating or not, may opt out of WARM at any time between May andSeptember After September 30, opt-out limitations do apply until May of the nextyearAlso, since the inception of WARM in 2003, NW Natural has been committed toensuring that customers are informed about the programEach year between July andSeptember, a special bill message appears to remind customers that they may choose tochange their participation status in WARMIn addition, a bill message appears on everybill (even during the non-WARM months) that indicates whether or not the account isbeing billed under the WARM programIf a customer is a WARM participant, themessage reads "You are participating in the WARM program, which adjusts your rates toreflect average temperatures from November through May." All customers who move oropen a new account receive a brochure explaining the WARM program in their WelcomePacket as well so they can opt out of the program from the outset if they choose
We sent a Welcome Packet containing theW ARM brochure to *** *** on June 9,We also sent a WARM brochure and opt-out notification with his bills on June 24,and June 24, We did not receive a request from *** *** to opt out of theprogram until November 7, Upon his request, he was opted out of WARM,effective May 16, 2017, since the latest opt-out period had ended on September 30, 2016.We are willing to allow *** *** to opt out of the program effective immediately forthe upcoming heating seasonThis customer account will not be billed using WARM inthe future unless *** *** asks to participate in the program at a later dateHowever,we will not reimburse the $in WARM Adjustments that were charged during the2014-and 2015-heating seasons as the account was billed correctly and wereceived no indication from the customer that he did not want to participate in WARM,our default billing method
If you need additional information, please contact me at 503-226-4211, Ext*** or***.*** ***Customer Contact Center SupervisorNWNatural

Complaint: ***I am rejecting this response because:I do not agree with NW Natural's WARM Program policiesThis program is simply a means of taking advantage of customers, particularly because one is enrolled in it by defaultPeople who rent their apartments have no other choice but to use NW Natural if living in an apartment that requires gas and so are locked into using these services--it would be nice if NW Natural did not go out of its way to further exploit OR residentsI also find it tiresome that I have received the same essentially automated reply from this company every time I have been in contact themI do not need another long but otherwise useless explanation of this program. *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

To: Revdex.comRe: Case#***Consumer: *** ** ***Date: February 29, 2016In response to the complaint registered by *** ** ***, NW Natural acknowledgesthat for the account in the names of *** ** *** and ***, securitydeposits were received and refunded as
follows:
Deposit Date Amount Paid Date and Deposit Amount Refunded
3/15/ $ 5/5/-- $
9/8/ $ 8/9/-- $
12/1/ $ 4/13/-- $
10/29/ $ 11/4/-- $
NW Natural also acknowledges that the unpaid account balance of $in the namesof *** ** *** and *** ** *** was placed with Professional Credit ServicesJuly 14, for collections
Consumer's Desired Resolution:"Billing adjustmentI think it would be fair for them to relinquish the $And takeme off the credit report due as a negative."
NW Natural's Response:NW Natural has not received deposits in $increments from *** ** *** or*** ***; therefore, we will not refund deposits we have not receivedAs indicatedabove, the deposits NW Natural received from *** ** *** or *** *** havealready been refundedAdditionally, the unpaid balance of $is still withProfessional Credit Services and they will continue to pursue collection of this debt.Please contact me if you need additional infotmation at 503-226-4211, Ext*** ** ***@nwnatural.com
Sincerely,
Lois D***

To: Revdex.com Re: Case ID #*** Consumer: *** *** Date: June 30, In response to the complaint registered by *** ***, NW Natural mailed the attached letter to Mr*** June 30, Consumer's Desired Resolution: "Since I can only look back to June on NW Natural's website for my charges, I would like to be refunded $for all charges I paid to them from then until now." NW Natural's Response: As stated in the June 30, letter to Mr***, WARM is NW Natural's default billing method during the heating season and WARM adjusts only for fixed costsAs such, the adjustment applies whether or not a customer has used any gas during that monthUnless the customer opts out of the WARM program, we must bill the account in accordance with our approved TariffAlso, Mr*** stated that he called to cancel his gas service back in summer and was told that since he had a gas meter he could not cancel serviceNW Natural does not have a record of Mr*** contacting us between the initial request for service 5/16/and the initial WARM complaint 6/16/A NW Natural technician visited his home at *** *** *** *** Salem, OR 5/16/to inspect the meter and spoke with Mr***Mr*** informed our technician that his only gas appliance was inoperative, but did not request that we close his account, and NW Natural does not have a record of a telephone call to our office to inquire about cancelling the gas serviceNW Natural is regulated by the Oregon Public Utility Commission and adheres to the Oregon Administrative RulesThe Monthly Service Charge, the Salem Franchise Fee, and the Public Purpose Charge are valid charges and will not be refundedAlso, as stated in the June 30, letter to Mr***, the $WARM Rate Adjustment will not be removed from his closing billPlease contact me if you need additional information at*** Ext*** or *** @nwnatural.com
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because: NW Natural's WARM program is a scamThey have concocted numerous explanations to attempt to justify their program but the truth of the matter is it's a way for them to charge extra whenever they feel like it, and they automatically opt everyone into it in an attempt to make their company add much money as possible. Sincerely,*** ***

June 7, 2016*** *** *** *** *** *** *** *** ** *** *** ** ***Account No: ***Dear Mr***:Thank you for your phone call on May 31, regarding the WARM (Weather Adjusted RateMechanism) ProgramAttached to this letter Is a detailed explanation
of the WARM Program and itseffect on your bills during the 2015-heating season.While I certainly appreciate and understand your concerns about the program, I want to make sureour customers know that NW Natural also has their best interests at heartWeather patterns areunpredictable; therefore the program is designed to lessen its impact month-to-month and year-toyearfor ct,tstomers and the company.WARM Is the default billing method for all NW Natural customers, although participation in theprogram is voluntary: Existing customers who wish to not participate in the program have the optionto opt out between May and September each yearCustomers are notified of their programparticipation via their monthly bill statement; and also receive an annual communication in the formof a bill insert, which I've included for your review.The WARM program Is designed with space heating customers in mindAs explained in more detail inthe attachment, WARM adjusts only for fixed costsAs such, the adjustment applies whether or not acustomer has used gas for space heatingUnless the customer opts out of the WARM program, wemust bill the account in accordance with our approved TariffAs of today, you are opted out of theWARM program for the 2016-heating season.Please feel free to contact me if you have further questionsYou are greatly apprecrated as ourcustomerSincerely,Supervisor, Customer Contact Center{503) 226-4211, extension ***

To: Revdex.comRe: Case ID #***Consumer: *** ***Date: October 7, 2015NW Natural•*** *** *** ***
In response to the complaint registered by *** ***, NW Natural acknowledges thefollowing:
Ms***'s natural gas service was disconnected
October 5, at approximately 1:27p.mfor nonpayment for the following bills: bill dated June 12, for $19.53- dueJune 30, 2015; bill dated July 15, for $34.72- due July 31, 2015, and bill datedAugust 13, for $33.33- due August 31, (The last payment prior to thedisconnection of service for nonpayment on October 5, was June 29,for$84.81, which paid the account through the bill dated May 14, 2015.) Prior to thedisconnection of gas service, a Reminder Notice was mailed September 8, 2015, and aDisconnect Notice was mailed September 17, 2015; both notices for $87.58, dueSeptember 24,NW Natural also phoned Ms*** September 25, andSeptember 30, 2015, but party not availableNW Natural did not receive a response tothese notices and was unable to reach Ms*** by telephone; therefore, the gas servicewas disconnected
October 5, Ms*** phoned to arrange for reconnection of serviceShe wasoffered three options for reconnection of service and was advised that an adult needed tobe at the premise for reconnection of service after p.mMs*** accepted the optionto reconnect service October 5, after p.mThe terms for this option: pay the fullbalance of $123.22, bill the $security deposit required in three installments, andpay the $same day after p.mreconnection feeOctober 5, Ms***paid $223.22; the service was restored October 5, at approximately 8:p.m.NW Natural's Response:
NW Natural is regulated by the Oregon Public Utility Commission and adheres to theOregon Administrative RulesOAR 860-021-Reconnection of Residential EnergyUtility Service defines how NW Natural is permitted to schedule reconnection of servicewhen a customer has been disconnected for nonpayment(This Rule is attached for yourreview.) Also, Northwest Natural Gas Company Tariff- General Rules and RegulationsRule Disconnection and Reconnection of Service- By Company defines NWNatural's process for reconnection of service when a customer has been disconnected for nonpayment, and Schedule C Miscellaneous Charges and Credits defines the Customer Contact with Company, Service Reconnection Options, and the Charge for the reconnection(This Tariff is attached for your review.)
NW Natural believes we are justified in disconnecting the service for nonpayment and inrequesting the security deposit and reconnection fee
Please contact me if you need additional information at *** *** *** *** @nwnatural.com.Sincerely

Complaint: ***I am rejecting this response because: There is joint culpability in the error that occurred, the last on my account had been changed since having had NWNG years prior due to someone hacking my account and NWNG locked me out of my account not allowing me the ability to correct it....meanwhile when paying the bill I CALLED AND SPOKE TO their customer service reps who told me that the PAYMENT HAD CLEARED (They should check their recordings) but NEVER told me that the account was locked so when I noticed it had NOT posted to my bank account and I called AGAIN this time the gal unlocked the account, made it so that the error could be corrected which resolved the problem
Sincerely,*** ***

Complaint: ***
I am rejecting this response because: NW Natural practices predatory collection practicesI have gone through every letter/notification (in paper form and online) from NW Natural and NOTHING says our service would be disconnected on the 15th of MayNothing! A "no checks" flag means we are no longer worthy of courtesy calls to disconnect our service? We have done our very best to work with NW Natural to make sure our payments are paid and received in a timely matterYes, we did have an NSF check AND we paid the amount with our debit card as soon as we found outIf I'm understanding the "flag" correctly it means NW Natural looks for ways to punish their customers.NW Natural is a shameful businessIf there were any other options to purchase natural gas we would.Should NW Natural provide documentation that states we were notified of the May 15th disconnection I'll consider withdrawing the complaintThat being said NW Natural knows when families are home and when they are notThey come to homes to disconnect service when they are CERTAIN no one is homeBy chance my husband was home on the 15th with our sick babyHad he not been we would have our service disconnected and then would have paid a large amount of money to have it reconnected
Sincerely,
*** ***-***

***Please see attached documents***
In response to *** *** complaint, NW Natural is providing the attached report to the WashingtonUtilities and Transportation Commission (WUTC) and the following explanation related to the$1,deposit Ms*** is required to pay due to past due
bills/late payments.Ms*** registered a complaint with the WUTC about the $1,deposit that NW Natural isrequiring her to pay because of disconnection notices issued due to late payments of her monthly bills.The WUTC regulates NW Natural and NW Natural is required to provide a written repmi to the WUTCin response to complaints registered against NW Natural.February 29, 2016, NW Natural provided the attached written report to the WUTC in response to Ms.*** complaint about the requirement of the $1,depositThe WUTC reported that Ms***requested payment anangements for payment of the depositShe requested a payment plan to pay the$1,deposit in six individual paymentsNW Natural reported to the WUTC that NW Naturalwould arrange a payment plan where the deposit would be paid in six individual payments with theinitial payment to be paid by the due date of Ms*** March bill.Consumer's Desired Resolution through the Revdex.com"I would like them to cancel the unfair deposit of $1,105.00."NW Natural's Response:NW Natural will not waive the deposit because of the disconnection notices due to late payments ofmonthly billsHowever, we will arrange for the deposit to be paid in six indvidual installments
Please contact me if you need additional information at 503-226-4211, Ext*** or ***@nwnatural.com
Sincerely,
Lois D***

Ms*** made a payment for $by check on NW Natural’s Website September 12, 2016, which was returned September 16, unpaid. Ms***’s bank stated the reason for the return was No Account. September 19, NW Natural mailed Ms*** a letter advising her that
the remittance had been returned from her bank marked No Account and that $had been charged back against her NW Natural account along with a fee of $15. The letter also stated: “Be sure to correct the checking account information online before submitting a replacement payment.” This statement is also presented when making a check payment online: “Please make sure your bank routing and account numbers are correct. Returned items from your bank may result in a $fee.”
September 26, Ms*** contacted NW Natural about the $returned check feeAs a one-time courtesy, NW Natural agreed to waive the $check fee. Ms*** stated that she would revert to using a credit card for payments going forward
December 12, Ms*** made a payment for $by check on NW Natural’s Website, which was returned December 16, unpaid. Again, Ms***’s bank stated the reason for the return was No AccountThis payment was applied to Ms***’s NW Natural account December 13, December 14, Ms*** contacted NW Natural to confirm that her December 12, payment was processed. Our Customer Service Representative (CSR) confirmed that the payment was applied to her NW Natural account(Even if our CSR would have been able to determine that Ms*** entered her checking account information incorrectly December 14, when she contacted NW Natural, our CSR would not have been able to stop the processing of the $check.) By this time, the check had already been processed via NW Natural’s website and forwarded to her bank for processing
December 19, NW Natural mailed Ms*** a letter advising her that the $check had been returned from her bank marked No Account, and that $had been charged back against her NW Natural account along with a fee of $15. December 23, Ms*** contacted NW Natural to dispute the $returned check fee. She was provided supervisory review where NW Natural supervisor advised Ms*** that as a one-time courtesy, the $returned check fee was waived in September 2016; however, we would not waive the second returned check fee assessed December 2016. Ms*** was advised in a letter NW Natural provided in September about NW Natural’s return check policy, and NW Natural also presents this information where customers make check payments on NW Natural’s Website
Ms*** made a payment for $by check on NW Natural’s Website September 12, 2016, which was returned September 16, unpaid. Ms***’s bank stated the reason for the return was No Account. September 19, NW Natural mailed Ms*** a letter advising her that the remittance had been returned from her bank marked No Account and that $had been charged back against her NW Natural account along with a fee of $15. The letter also stated: “Be sure to correct the checking account information online before submitting a replacement payment.” This statement is also presented when making a check payment online: “Please make sure your bank routing and account numbers are correct. Returned items from your bank may result in a $fee.”
September 26, Ms*** contacted NW Natural about the $returned check feeAs a one-time courtesy, NW Natural agreed to waive the $check fee. Ms*** stated that she would revert to using a credit card for payments going forward
December 12, Ms*** made a payment for $by check on NW Natural’s Website, which was returned December 16, unpaid. Again, Ms***’s bank stated the reason for the return was No AccountThis payment was applied to Ms***’s NW Natural account December 13, December 14, Ms*** contacted NW Natural to confirm that her December 12, payment was processed. Our Customer Service Representative (CSR) confirmed that the payment was applied to her NW Natural account(Even if our CSR would have been able to determine that Ms*** entered her checking account information incorrectly December 14, when she contacted NW Natural, our CSR would not have been able to stop the processing of the $check.) By this time, the check had already been processed via NW Natural’s website and forwarded to her bank for processing
December 19, NW Natural mailed Ms*** a letter advising her that the $check had been returned from her bank marked No Account, and that $had been charged back against her NW Natural account along with a fee of $15. December 23, Ms*** contacted NW Natural to dispute the $returned check fee. She was provided supervisory review where NW Natural supervisor advised Ms*** that as a one-time courtesy, the $returned check fee was waived in September 2016; however, we would not waive the second returned check fee assessed December 2016. Ms*** was advised in a letter NW Natural provided in September about NW Natural’s return check policy, and NW Natural also presents this information where customers make check payments on NW Natural’s Website

In response to the *** ***'s complaint, NW Natural acknowledges thefollowing:Mr*** established an account in his name with NW Natural at *** *** ** *** Salem, OR with an effective opening date of October The effective adjusted closing date is January 4,
2016 and the outstanding balance is $175.41.January 29, 2016, Mr***'s wife, *** ***, telephoned and reported that she closed the account the end of November She was advised that NW Natural did not have a record that she made a request to close the account Mrs***requested a review of the account and provided telephone numbers that may have been used to place the telephone call to close the account Our supervisor searched our recorded telephone calls during the period of time Mrs*** indicated thatshe may have placed the telephone call to NW Natural Our supervisor did not find a recorded telephone call from either of the telephone numbers provided during the period of time Mrs*** said she placed the telephone call to close the account in question.January 29, our supervisor spoke to both Mrand Mrs***They said that they would go through the realtor to contact the new party to see if the new party would backdate the account opening date because the property was sold just before Thanksgiving, but couldn't recall the exact date February 8, the new party telephoned to establish an account, but gave an effective date of January 4, March 14, Mr*** telephoned again questioning the bill statement from February 12, He was advised that the closing bill was from December 2, to January 4, Mr*** requested a copy of this bill be emailed to him so that he could forward it to the realtor for payment March 25, Mrs*** telephoned again about the closing bill. She was advised that the new party did not accept the bill back to November, only to January 4, Mrs*** said she would talk to the realtor to have them talk to the new owners to see if they would accept the bill back to November and let us know the status May 17,and May 18, our supervisors spoke to Mr*** and provided supervisory reviewHe was advised again that the closing bill is his responsibility and that the new party only accepted the bill from January 4, forward.Consumer's Desired Resolution:"Refund"NW Natural's Response to Desired ResolutionThe Public Utility Commission of Oregon (OPUC) regulates customer rates and services of the state's investor-owned electric, natural gas and telephone utilities; and certain water companies.NW Natural believes that we followed the rules and regulations required by the OPUC as it relates to OAR 860-021-Voluntary Disconnection of Utility Service, which states: "Every customer who is about to vacate any premises supplied with service by the energy or large telecommunications utility, or who for any reason wishes to have such service discontinued, shall give five days' notice in advance of specified date of discontinuance of service to the utilityUntil the energy or large telecommunications utility shall have such notice, the customer shall be held responsible for all service rendered." Because NW Natural did not receive advance notice from Mror Mrs. *** to discontinue service prior to January 2016, Mr*** is held responsible for the closing billThe outstanding balance is $

Complaint: ***I am rejecting this response because:Apparently a fax was sent to some number and acceptedI find no documentation as to what that fax contained.Sincerely,*** ***