Northwest Natural

I responded to this complaint June 30, 2015. I received a fax confirmation that the fax was sent successfullyMy response was faxed to: *** Please let me know if you need me to fax my response again.Thank you,Lois D***

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, *** ***

Complaint: [redacted]I am rejecting this response because:  I never accepted NW Natural's plan of spreading out the unfair deposit payments..that is a complete lie.  I was told I could spread out the payments, my response was no, I cannot afford that and I do not think it is fair to assess a penalty when the one letter crossed in the mail with my payment.  This  company is exceptionally brutal to it's customers.  I was only late on payments after trying to start a new company with a massive amount of expense involved.  But, NW Natural got all of their money a few days before I rec'd the letter saying I had to pay a deposit.  The "shut off" letter came and it said "do not mail your payment" but I had already sent it.  There was no way to get the payment back from the post office.  For them to assess such huge penalties for late payments is absurd and especially since in 10 years, we were only late 2 times.  This is unfair and I am asking for reconsideration regarding this extremely unfair practice.  I might add that they rec'd my payment before they wrote the demand for deposit letter..This was confirmed by the supervisor.  It just doesn't seem fair or even right to do this to a customer who has paid them on time for over 10 years.  We are a small business trying desperately to succeed in a time when utilities and government rules and regulations are strangling us.  Again, since there is no need for this penalty as we are in a position to pay the bill on time from here on out..it seems unnecessarily cruel to make us suffer an expense that could destroy us.Sincerely,[redacted]

[redacted] natural gas service was scheduled
for disconnection for nonpayment of the bill dated 3/24/17, which was due 4/11/17.  This bill totaled $245.63, of which included
a past due amount of $44.94 and current charges of $200.69.  Prior to scheduling her account...

for
disconnection of service for nonpayment, NW Natural mailed a Reminder Notice
4/19/17 for $245.63, due 5/5/17, and mailed an Urgent Five-Day Notice 4/28/17
for $245.44, due 5/5/17.  NW Natural didn’t
receive a response to the Reminder Notice and did not receive a response to the
Urgent Five-Day Notice; therefore, the account was scheduled for disconnection
for nonpayment.  Fortunately, our
Technician was able to make contact with the occupant present at the home
5/15/17 who made a payment and the gas service was not disconnected.
NW Natural is regulated by the Oregon Public Utility
Commission and adheres to the Oregon Administrative Rules.  OAR 860-021-0305 Grounds for Disconnecting
Utility Service states:  “Utility service
may be disconnected by an energy utility or large telecommunications utility
(3) When the customer fails to pay Oregon tariff or price-listed charges due
for services rendered” and  OAR
860-021-0405 Notice of Pending Disconnection of Residential Electric or Gas
Utility Service states:  “(3) The energy utility
must provide written notice to the customer at least 15 days before
disconnecting residential service except when the disconnection is made: …..”
and “(6) The energy utility must provide written notice to the customer at
least five business days before disconnecting residential service except when
the disconnection is made: ….”   By mailing the required notices prior to the
disconnection of service (the Reminder Notice and the Five-Day Urgent Notice),
NW Natural adhered to OAR 860-021-0405 Notice of Pending Disconnection of
Residential Electric or Gas Utility Service.
NW Natural does make courtesy calls to customers who have
been provided the required written Five-Day Urgent Notice that has expired except
for those customers that fit specific criteria. 
A specific criterion where NW Natural would not call a customer is if
the account has a “No Checks” flag on their account.  “No Checks” flag means that an account has been
flagged as “No Checks” when NSF checks (returned checks) have been received
from a customer; checks are not accepted for a specific period of time.    This
customer did not receive courtesy calls in advance of the shut-off order being
scheduled due to the “No Checks” flag on her account.  The “No Checks” flag will expire June 14,
2017.

Complaint: [redacted]
I am rejecting this response because: this is a lie, they are covering up the real circumstances of what originally happened. 
Sincerely,
[redacted]

We colsed on the home located at [redacted] non Novemeber 24th 2015. My wife called all utilitys City of Keizer, NW Natural, PGE and had service stopped. All utilitys stopped service except NW Natural. We assumed  NW Natural wold sut off service. It 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 did. We volanteered to get with realitor  to have new owner take over which he did back dating to january. He didnt back date to november. We only thought we were helping. I have proof we sold house which is attached. I called sever times to NW Natural and was given the run around. They Maintain we didnt call as they looked throught their voice calls. We called and colsed all utilitys to the house and Wantthis complaint restated.Re: ID # [redacted]- Northwest Natural

Complaint: [redacted]
I am rejecting this response because:
This response does not address my
complaint.  They did not address the fact that I was told I had autopay and then gouged when I didn't; that I have paperless billing and would not expect to get a notification about my billing in the paper mail; and that they don't even make sure they have the correct address to knock on the door and leave notification.  I'm tired of companies having sloppy or uncaring practices that overwhelmingly disadvantage poor or disabled people.  They are profiting and they have a monopoly so they don't have to care.  Poor people can't do anything about it, and rich people that could do something aren't affected. 
 Point 1: I was charged a huge fee last
year that equaled more than 2 months of service.
 
Point 2: I did not get a door hanger
and no one knocked on my door either time. Later my neighbor
informed me they were at her door. My address is next to my door and
was on the hanger they left at the wrong door, and they clearly left
it on the wrong door. They make sure they shut off the right
service, but can't make sure they give the correct person a notice
and a chance to pay?  When I complained in 2016 about this, I was told they didn't have to notify me and a door hanger was never even ATTEMPTED to be left and no one even tried to knock on my door.
 
Point 3: I signed up for paperless
billing so I could quickly check my account and have email
notification before shutoff. There was no email notification that my
billing did not go through, and the paperless bill after my autopay
was canceled looks almost exactly the same as the one when I had
autopay. There is no clear distinction that this is a different type
of bill.
 
Point 4: Paper mail is almost
exclusively junk mail and junk newsletters and junk catalogs. NW
Natural sends out reports and newsletters paper mail and I recycle
them. Paper notifications look very similar to junk mail and busy,
frazzled people can easily overlook them.  When I have paperless, I expect a paperless notification and should not have to sift through junk mail and junk newsletters to see if they canceled my autopay.  I have several bills on autopay and I do not have ANY problems with any other bill.  This is exclusive to NW Natural.
Point 5: I get an email notification
about the 16th telling me my account will be charged for
autopay. They don't charge my account for another 2 weeks or more.
I feel like that targets poor people, or at least gives no regard for
poor people, that live paycheck to paycheck. It sounds like they are
charging my account about the time of notification, and there is no
notification otherwise. I live paycheck to paycheck, and by the 25th
I have it calculated that all my autopays are processed and I can buy
food with the bit of money I have left. They don't charge my account
until the last day or so of the month the day before I get paid. In
fact, the first month my autopay didn't go through they successfully
charged my April bill May 2nd, then tried to charge my May
bill May 30th or 31st.
 
I don't have any problems with any
other company I have autopay with, and the other companies send me a
clearly recognizeable email notification or text when my payment
doesn't go through. NW Natural takes advantage of the fact that they
are the only game in town, and they don't have to provide good
customer service or have to worry about making sure the client is
taken care of. If my gas gets shut off, they get money and I can't
go with another company when I feel cheated.
 
My overall complaint is that gas
supplies vital services for people, and NW Natural is very cavalier
and uncaring about shutting off and then gouging the most vulnerable
people (the poor, the elderly and the disabled) for them to ger their
hot water, heat and even cooking restored. Wealthy people don't get
their utilities shut off, and if they did NW Natural would get sued
and they would care. They have a monopoly and poor people don't have
time or energy or money to raise a ruckus and can't go with a better
service. Believe me, if there was another place to get services I
would.
 
 
Sincerely,
[redacted]

In response to [redacted] complaint, NW Natural acknowledges the following:July 30, 2014 [redacted] applied for gas service and [redacted] was addedas co-applicant. If 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-applicant. This 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 bill. For 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, 2014 the Co-Applicant letter was mailed to [redacted]. This letter wasmailed to PO Box [redacted], Portland, OR. [redacted] did not contact NW Naturalto provide a reason why the account established by [redacted] should not be billedin both names. Because 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."2016/02/1216:09:40 3 /5NW Natural's Response:It appears that Mr. [redacted] did not receive the Co-Applicant letter that was mailed July31,2014 to PO Box [redacted], Portland, OR as he states that his name was added to theaccount in question without his knowledge. For 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 11,2016. 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[redacted]@nwnatural.comSincerely,
Lois D[redacted]Customer Contact Center SupervisorNWNatural
 
[redacted]Please see attached documents[redacted]

In response to [redacted]'s complaint, NW Natural acknowledges the following:[redacted] had a natural gas account for service at [redacted] NW [redacted],[redacted], OR [redacted] from 2/1/2016 to 8/16/2016. The unpaid balance for gas servicetotals $416.44.Ms. [redacted] e-mailed a request to start...

service at [redacted] SW [redacted] St, [redacted]Oregon on Monday 817/2017. The application for service was sent to the processing deskfor review.Wednesday 8/9/2017, the processing representative established that Ms. [redacted] wouldneed to be assessed a security deposit or provide a surety agreement in lieu of paying adeposit, and pay her Bad Debt balance of $416.44 for connection of service in her name.The processing representative also established that Ms. [redacted]'s roommate has adelinquent balance from [redacted] NW E[redacted] St, [redacted], OR, where we believe Ms.[redacted] also lived during the time the debt was incurred, which means that both debtsneed to be paid prior to connection of service at [redacted] SW [redacted] St., [redacted],OR. However, if Ms. [redacted] can provide supporting documents to show that she did notlive at [redacted] NW E[redacted] St, [redacted], OR with her roommate during the time thedelinquent bill was incurred (between 8/2016 and 7/20 17), the connection of servicecould be completed for the security deposit or surety agreement plus $416.44. NWNatural's processing representative phoned Ms. [redacted] 8/9/2017 to provide thisinformation, but there was no answer. A voicemail was left requesting that Ms. [redacted]contact NW Natural.Ms. [redacted] phoned NW Natural back on 8/9/2017 and at that time the conditions ofservice were provided. She had told one of our representatives that she was not living at[redacted] NW E[redacted] St, [redacted] between 8/2016 and 7/2017 and that she would beproviding a utility bill to show that. This was the only document requested by NWNatural. NW Natural's fax number and e-mail address were provided to Ms. [redacted]during this phone call.On 8/25/2017 a NW Natural technician was sent to [redacted] SW [redacted] St, [redacted],OR. NW Natural's technician phoned NW Natural's Customer Service office to verify ifthe gas was to be turned off. It was verified that a utility bill from Ms. [redacted] had notbeen received and the conditions of service were not met; therefore, the gas was to beturned off.Ms. [redacted] phoned our office Friday, 8/25/2017, after the technician had left. Sherequested NW Natural's fax number and said she would be sending in a utility bill thatproved she did not live at [redacted] NW E[redacted] St., [redacted], OR between 8/2016 and712017.On Monday 8/28/2017 around 12:03 p.m. Ms. [redacted] phoned NW Natural to see if acopy of the utility bill had been received. She had sent it on 8/25/2017, the same day thetechnician was on site. Ms. [redacted] was told she would be contacted as soon as the faxwas processed. On 8/2512017, NW Natural's processing representative phoned Ms.[redacted] around 3:28p.m. There was no answer and a voicemail was left requesting shecall NW Natural and in this voicemail it was explained that Ms. [redacted] needed to paythe balance of $416.44 and also provide a utility bill in her name from 8/2016 to nowshowing she was at another address.The following day, 8/29/2017, Ms. [redacted] phoned NW Natural and stated a fax hadbeen sent Friday 8/25/2017. She spoke with a newer representative that told her the faxhad not been received, even though it had been received, and our processingrepresentative had reviewed it and left a voicemail on 8/28/2017 requesting a call back.NW Natural's representative requested Ms. [redacted] try e-mailing the utility bill. Theemailwas received on 8/29/2017 and forwarded to the processing desk on 8/29/2017. Ane-mail reply was sent to Ms. [redacted] on 8/29 at 3:29p.m., which again referred to theconditions of service for Ms. [redacted] and are noted above. In this e-mail, it wasexplained that the fax received from Ms. [redacted], which was a utility bill from POE, onlyshowed that the account in her name was closed at [redacted] NW E[redacted] St [redacted] as of8/29/2016. The e-mail explained that the utility bill in her name would need to show adifferent service address other than [redacted] NW E[redacted] St between 817/2016 and 712017to prove she did not live with the party that had a balance that was incurred between8/2016 and 7/2017.On 9/8/2017 Ms. [redacted] phoned NW Natural at approximately 5:41p.m. because the gasservice had not been turned on at [redacted] SW [redacted]. She was told there was a balanceof $416.44 required to be paid prior to activating service. Phone numbers for energyassistance were offered but she declined. She was also advised she would need to providea utility bill in her name for the period between 8/2016 and 7/2017 to prove she was notliving at [redacted] NW E[redacted] St [redacted] during the time her roommate's balance wasincurred. She stated she was living at [redacted] NW E[redacted] St from August 2016 until July2017 when she moved to the [redacted] address, but she did not feel she should berequired to pay and she requested a Supervisor.on 9/8/2917, a NW Narural supervisor phoned Ms. [redacted] at approximately 6:14p.m.NW Natural's processing representative had gone home for the day and the Supervisorwas not able to view the prior e-mail that had been sent to our office. The Supervisor toldMs. [redacted] that she would follow up with her first thing Monday morning.A request was sent to NW Natural's processing desk by the Supervisor requesting theemailbe reviewed and Ms. [redacted] be contacted on Monday 9/11/2017.On 9/11/2017, NW Natural's processing representative contacted Washington County toconfirm the owner of [redacted] SW [redacted] St [redacted] OR. The owner was contactedand it was conflfilled that the new tenants at [redacted] SW [redacted] St [redacted], OR as of8/1/2017 were [redacted] and the same party that had a delinquent balance owingfrom service at [redacted] NW E[redacted] St between 8/7/16 and 7/2017. The copy of the PGEbill provided via e-mail was the closing bill from [redacted] NW E[redacted] St, [redacted] OR[redacted] showing Ms. [redacted] closed her account as of 817/2016. It did not prove she didnot live there with her roommate at the time that the balance was incurred between8/2016 and 7/2017. NW Natural's processing representative phoned Ms. [redacted] on9/11/2017, but there was no answer. A voicemail was left requesting Ms. [redacted] contactNW Natural.On 9/12/2017, NW Natural's processing representative phoned Ms. [redacted], but noanswer. A voicemail was left requesting Ms. [redacted] phone NW Natural. Ms. [redacted]returned the phone call to NW Natural on 9/12/2017 and spoke to one ofNW Natural'ssupervisors. Ms. [redacted] disputed her account balance from [redacted] NW [redacted] Dr.,[redacted], OR [redacted]. She said she moved out June of2016 and NW Natural billed heruntil August 2016. The account and notes were reviewed. It was found that on 6/7/16,Ms. [redacted] spoke to a NW Natural representative regarding gas potentially being turnedoff due to non-payment because a NW Natural technician was at the property on[redacted]. A check payment was made and service remained on. On 6/14/16, Ms. [redacted]phoned NW Natural because the check she made on 617/2017 was being returned. Shewas offered a time payment plan which incorporated the balance at that time and made apayment of $24.00 to cover the initial installment on the plan. NW Natural's supervisorexplained that there was no other contact made with NW Natural after the payment on6/14/2016. Ms. [redacted] requested we perform a search for phone numbers she may havecalled from. The NW Natural's supervisor looked for any calls that may have been madefrom two different phone numbers Ms. [redacted] provided, but nothing was found. Ms.[redacted] thought she may have called from work, but at that time she needed to go back towork so NW Natural's supervisor provided a direct extension where she could beEach time Ms. [redacted] made contact with NW Natural, a response was made within 48business hours if not sooner.One of NW Natural's Supervisors made contact with Ms. [redacted] on 9/22/17 to go overconditions of service and is working with Ms. [redacted] to assist her with reconnection ofnatural gas services at [redacted] SW [redacted] St, [redacted], OR.NW Natural's Response to the desired Settlement:NW Natural is regulated by the Oregon Public Utility Commission and adheres to theOregon Administrative Rules. OAR 860.021-0335(5) Refusal of Utility Service states:(5) An energy or large telecommunications utility may refuse to provide service until the utilityreceives payment when all the following circumstances exist:(a) An overdue balance has been incurred by a residential customer or applicant at a serviceaddress;(b) A residential applicant for service resided at the service address described in subsection(5)(a) of this rule during the time the overdue balance was incurred; and(c) The residential customer or applicant described in subsection (5)(a) of this rule will reside atthe location to be served under the new application.NW Natural believes we are justified in requesting the security deposit, and the debts forboth Ms. [redacted] and for her roommate if both parties will reside at [redacted] SW [redacted]St., [redacted], OR. Based on OAR 860-021-0335(5), an energy utility may refuse toprovide service until the utility receives payment when all of the following circumstancesexist: an overdue balance has been incurred by a residential customer or applicant at aservice address, a residential applicant for service resided at the service address describedin 5(a) of this rule during the time the overdue balance was incurred; and the residentialcustomer or applicant described in subsection 5( 1) of this rule will reside at the locationto be served under the new application.As stated previously, if Ms. [redacted] can provide supporting documentation that she didnot live at [redacted] NW E[redacted] St, [redacted], OR [redacted] during the period from 8/2016 and7/2017, she will not be held responsible for the debt from this address.Please contact me if you need additional information at 503-226-4211, Ext. [redacted] [email protected],Lois D[redacted]Customer Contact Center SupervisorNWNatural

In response to [redacted] complaint, NW Natural acknowledges the following: [redacted] had an account with NW Natural, which was closed August 2010. The account final bill balance of $83.45 was not paid. Consequently, this amount was placed with a collection agency for collection. July 8,...

2016 Ms. [redacted] spoke with one of our Customer Service Representatives about the final bill for $83.45. 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 full. However, 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 record. Because our Customer Service Representative did not provide a clear explanation, NW Natural has requested that the trade line be deleted from Ms. [redacted] credit record. Consumer'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 question. Ms. [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 $83.45 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 [redacted]@nwnatural.com.

To: Revdex.com Re: Case ID #[redacted] Consumer: [redacted] Date: July 30, 2015 In response to the complaint registered by [redacted], NW Natural mailed the attached letter to Mr. [redacted] July 28, 2015. 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, 2015 letter to Mr. [redacted], WARM applies to all residential and small commercial customers, and is NW Natural's default billing method during the heating season. WARM adjusts only for fixed costs. As such, the adjustment applies whether or not a customer has used any gas during that month. Unless the customer opts out of the WARM program, we must bill the account in accordance with our approved Tariff. Therefore, the WARM adjustment will not be removed from Mr. [redacted]'s account. Please contact me if you need additional information at [redacted], Ext. [redacted] or[redacted] @nwnatural.com. Sincerely,
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

October 27, 2016 NW Natural scheduled a connection of service to be completed on October 28, 2016 for [redacted] and [redacted].  NW Natural was instructed to access the home using a lockbox code if no one was home.  October 28, 2016 NW Natural’s Service Technician reported that no one...

was home and there wasn’t a lockbox for access to the home.  Our Service Technician left a door hanger indicating that he had made the site visit, but no access to complete the connection of service.
October 31, 2016 [redacted] rescheduled the connection of service for November 1, 2016 between 8 a.m. and noon.  Ms. [redacted] indicated that someone would be home for access to the natural gas equipment.  November 1, 2016 NW Natural’s Service Technician arrived at approximately 8:53 a.m. to complete the connection of service.  NW Natural’s Service Technician reported that there was a truck in the driveway, that he knocked and rang the doorbell multiple times, but no one responded.   NW Natural’s Service Technician, again, left a door hanger indicating that he had made the site visit.
November 1, 2016 Mr. [redacted] rescheduled the connection of service for November 2, 2016 between 8 a.m. and noon.  Mr. [redacted] arranged for access if no one was home.  November 2, 2016 NW Natural’s Service Technician arrived at approximately 8:40 a.m. and completed the connection of service.