Oklahoma Natural Gas Company

We extend our apologies for any frustration that we may have caused regarding your recent disconnection of service. Records indicate your service was disconnected for payment delinquency on February 20, 2018.  Based on rules that govern disconnection of service during winter months and...

weather statistics for the day of disconnect, every indication is that the action taken was in compliance. Weather according to the National Oceanic and Atmospheric Administration (NOAA) for Oklahoma City area on February 20 reflects an actual temperature high of 68 degrees and a low of 24 degrees. The weather on February 21, 2018 was 26 degrees, with a low of 21 degrees.  Our records indicate that a payment was made and service was restored on February 21, 2018. Again, we extend our sincere apologies that the disconnection occurred. In the future, please let us assist you with payment arrangements so that disruption of service can be avoided.

Initial Business Response /* (1000, 5, 2015/09/25) */
Due to the extenuating circumstances, the $35 service initiation charge will be removed as a courtesy.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept...

the business's reponse and appreciate the outcome received. Thank you.

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.
Sincerely,
[redacted]

While we are unable to remove the fees from your bill, we hope the attached document, which provides an explanation of what each fee is used for, helps with understanding of what the fees are used for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but unfortunately I will not win. Since the company in question is a legal monopoly, they can do what they want and force people to pay outrageous amounts in the process. I am not happy with the responses they have given but all I can do is disconnect my service and refuse to give them my money in the future.  
Sincerely,
[redacted]

The customer's services have been stopped as of July 1, 2017. All billing adjustments have been made and a corrected bill will be mailed to the customer.

Initial Business Response /* (1000, 5, 2015/10/21) */
Our records show that the original refund check was mailed September 11, 2015 to the service address. The check was returned by the post office October 9, 2015 marked undeliverable. Based on an internet request dated October 14, 2015, the...

customer's mailing address was updated and a new refund check was mailed October 15, 2015. If you do not receive the refund check in the next ten days, please contact our office at (XXX) XXX-XXXX to make sure that the mailing address we have on file for you is correct.

Initial Business Response /* (1000, 5, 2016/01/25) */
The following is a brief explanation of the charges that appear on customer bills.
Oklahoma state statutes and regulations do not allow Oklahoma Natural Gas to mark up the cost of gas. The cost of gas shown on customer bills is what ONG...

pays for natural gas, including storage and transportation costs. ONG makes no profit from the sale of natural gas.
The service charge shown on customer bills help cover the fixed costs of providing natural gas service. Fixed costs include bill processing, meter reading, meter equipment, service line maintenance and customer service personnel.
Customers pay a Delivery Charge to have natural gas delivered to their residence or business. The charge is based on billed gas usage and may vary monthly.
The Temperature Adjustment offsets the impact of weather variations. It is based on historical weather information and has the effect of reducing bills in colder-than-normal weather and increasing bills in warmer-than-normal weather.
Cost of Service includes the Service Charge and Delivery Charge, as well as additional fees related to ensuring that gas and related services are available when you need them.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ONG states that they do not make a profit on their gas sales, yet their executives have million dollar a year salaries. They offer no proof to back up their statement, so I am going to assume it's a lie, and they continue to rip off the public.

Our records indicate that this account was billed on Small Commercial Rate Plan A, that has a $20.90 monthly Service Charge and a Delivery Fee of $4.5599 per Dekatherm of gas billed.  Rate Plan A works best for accounts with an annual consumption of less than 40 Dekatherms.  Small...

Commercial Rate Plan B, with a flat monthly service charge of $35.75 and no Delivery Fee, works best for accounts with an annual consumption of 40 – 150 Dekatherms.   It appears that the rate plan was changed to Rate Plan B on January 31st, 2017 per the customer’s request.  Changing rate plans is allowed, but requires a 12-month commitment before the rate plan can be changed again.   The Delivery Fee on bills is tied directly to the volume of gas delivered.  If no gas us used, there is no delivery charge.  The Delivery Fee and the Service Charge are the only items on customer bills that goes to Oklahoma Natural Gas.  No profit is allowed on the cost of gas (Customer Fuel Cost).  The portion of the bills that Oklahoma Natural Gas does keep (the Delivery Fee and Service Charge) is used to cover various operating costs and the maintenance of gas lines.    We are unable to honor the customer’s request to remove the charges from her billing.

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.
Sincerely,
[redacted]

No payments have been directly received on this customer’s account since it set up in 2013.  All of the payments were originally posted to his prior account, and automatically transferred to the current account.  This did not pose a problem until the current account was finaled per the...

customer’s request, at which point the transfer status was ended.  The final payment of $74.52 posted to the prior account as payments had been doing up to this point, but because there was no active account to transfer the payment to, the payment remained on the prior account, creating a credit balance.   A refund check # [redacted] for $74.25 was issued October 5, 2016, and cashed around October 12, 2016.  The refund check was issued in error – we missed the opportunity to manually transfer the payment to the correct account.  However, because the refund check was cashed, the final balance was still owed.  A payment of $74.25 posted to the correct account November 2, 2016.  There is no further balance due.  No derogatory report was made to the Credit Bureau by the Collection agency, so the customer’s credit scores were not affected.

Initial Business Response /* (1000, 8, 2015/07/02) */
Our records indicate that a Consumer Affairs representative has been in contact with the customer and is working with him to address his concerns.
Thank you for bringing this to our attention.

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.
Sincerely,
[redacted]

Our records indicate that a representative contacted Ms. [redacted] on March 20, 2017, and there was a site visit as well.  Arrangements have been made to have her yard restored and the concrete sidewalk repaired.