Oklahoma Natural Gas

I requested to cancel leave on agreement for***. They said no written verification can be sent.
I requested to cancel my leave-on agreement for ***. I sold the house in 2005. My account number is ***.
I had forgotten to cancel the leave on agreement when I sold the house.

I was contacted through a collection agency on April 14, 2020, that I owed $170.32. I was never contacted by Oklahoma Natural Gas concerning this bill. I contacted Oklahoma Natural Gas about this, and they said this was because of a leave-on agreement. I paid the collection agency, then sent an email to Oklahoma Natural Gas to cancel the leave-on agreement since I no longer owned the house. I sent this email on April 21st, 2020.

I never received written verification that the leave-on agreement was canceled. I called today on May 7, 2020, and spoke to customer service. The agent, ***, was very nice and said that the people in charge of leave-on agreements said they don't send written verification that agreements have been canceled. *** said that the agreement was removed from my account and that the conversation would be noted in my account. She said that she would send a request for written verification to be sent.

I have no complaint towards ***, as she did not have any control over the policies of the people doing leave-on agreements. However, I do have a complaint about the people that handle the leave-on agreements. My request from Oklahoma Natural Gas, that they haven't been willing to fulfill, is simply that I need written verification that the leave-on agreement is canceledMay. I don't want to have any surprise bills from them in the future. This can be sent to me via email or via my postal mail.

Had to have my lines replaced in my house. Cannot get anybody to return my phone calls about the line from the meter leaking.
Have not been able to get anybody to return my phone calls about the leaking gas line from the meter. Cannot have gas turned on until this situation is taken care of which means no cook stove, heat, or hot water.

I authorized a partial pmnt of 155.00 over the phone. (operator's name *** or ***) confirmation code ***. I was overcharged by 498.00.
I called to make a partial payment on 3/27/2020. I authoirized 155.00 payment. unbeknownst to me at the time, the operator, *** or *** charged me the 155.00 plus another 498.00. the result was it overdrew my account, causing my account to be charged for 5 overdraft (125.00 at 25.00 ea) fees. I called on 3/30 to get a refund, but got ran around by reps until the business day was over and I can do nothing. I can't pay my rent, I have medicines to pick up from the pharmacy, and this egregious error, I AM paying for it as if it were my mistake. I need a refund. 498.00.

They charged us $480 for gas because the old owners forgot to cancel and they forgot to turn off the gas even though apparently no one was paying it.
On July 1st, we purchased our first home and immediately started renovations. Though we did not need gas because we were not living in the house, we believed the gas was being billed through the city of Tulsa, which is what the rest of our utilities were being charged through. 7 months later, when it was 40 degrees F outside, we came to a cold house, a stove that didn't work, and no hot water. Upon calling the City of Tulsa, they told us that we needed to call the Oklahoma Natural Gas company. When we talked to them, they told us that the previous owners had forgotten to shut off their gas and had been paying for the past 7 months. They did not state that we would be back billed from July or that we were responsible for it. Since this was Friday morning, they stated that we would have to wait until Monday afternoon in order for it to turn on. Shortly after the gas was on, we got a bill of $487. When we called them again, the billing department lied to us and stated that they were being charged but no one was paying and that the reason why they did not turn it off was because it was winter months. The billing had started in July, which is not a winter month and it was clear that the billing department was lying to us about who had paid the bill, which was obviously the last couple who lived here. By the end of the conversation, he had changed up his reasoning and stated that it was being paid but that it didn't matter because we were the ones using it. In fact, from the months of July to October, we were doing renovations and did not use the gas in our house. The $487 bill included a service charge even though we had not turned it on or used it in the months of July to October. We would have noticed if the gas was not working, like we did at the end of February when the gas was turned off. But because the other couple did not turn it off, we believed that we were paying through the city of Tulsa. We are not claiming that we had no fault. In fact, we realize that we should have recognized it was through Oklahoma natural gas company instead of the City of Tulsa but being first time homebuyers, we were unaware. However, Oklahoma Natural Gas company plays a fault by not turning it off in July or August when they did not get a payment, like they claimed they were not getting, and the old owners play a fault by not cancelling it when they first moved out. If the owners did pay for it and Oklahoma Natural Gas' billing department was lying, then the old owners or Oklahoma Natural Gas company should pay for at least the months of July through October. If Oklahoma Natural Gas company had forgotten to turn off the gas when the first payment was not made in July, then they should claim responsibility for not turning it off and then charging us even though we did not officially move or use the gas until October. This company was disrespectful and the Billing department is irresponsible as well as difficult to deal with. Their lack of understanding, especially while this pandemic is happening, is appalling.

So fed up with this company and I don't even have their services yet!! I've been in my house without HEAT OR HOT WATER, for over a week now. It takes THREE days for them to process a lease. THEN 3 MORE DAYS TO ACTUALLY TURN YOUR SERVICES ON! There is "NO WAY" to expedite this process. But the fact it was 30 degrees last week and it's 40 today means nothing.

*Update, we are now pushing 2 weeks of their approval process. The weather has only gotten worse. The state boarders might be shut down, restaurants are shutting down. Too bad I can't cook food in my own home because I don't have any gas. They're such a terrific company, they really care about their customers well being....

fraudulent acct opened in my name and ONG refused to remove from my acct, and continues to harrass & threaten me daily.
I had a fraudulent acct opened in my name with ONG about 4 yrs ago, I have sent them every document they requested showing its not my bill, I HAVE FILED A ID THEFT REPORT WITH THE FTC, FILED A POLICE REPORT, AND THEY STILL REFUSE TO REMOVE IT FROM MY ACCT AND continue to threaten and harrass me daily with this bill and turning my gas off. I am disabled with a medical condition which requires me to have utilities as does my husband, and they said they don't care they need this bill paid. this is continued harassments with phone calls daily and threats of utilities being turned off.

On February 28th my gas was supposed to be out of my name. I scheduled the time & called many times to confirm. They never switched it out of my name.
On February 4th I scheduled the gas to be out of my name between 8am-12pm on February 28th. February 28th I hadn't heard anything and called customer service. It was very difficult to get ahold of them and when I did they stated that it would be switched out of my name that day (February 28th) and that the techs wouldn't go home until it was done. It is now March 1st and I got an email saying that I would have to wait for it to be transferred out of my name. The customer service people were extremely rude and unhelpful. I am now being charged for gas when I have already moved out and turned in my keys. I have attached the confirmation for it to be turned off February 28th between 8-12. I have also attached the last meter reading from right before we turned in our keys to our landlord.

account #; I have not had gas since September because
they turned it off for a gas leak. I am still being bill for gas.
$63.98
Due on February 11, 2020
I am disputing the charges on my account and for being charged for gas I am not
getting.

Had to move back to Frederick OK to care for ailing mother in law. Called ONG to turn gas on and was told I have a bill from over 12 years ago. I finally got the money to pay it and was informed they still wont turn my gas on. My wife has an outstanding bill from before we got together (been together 10 years). They are now making me responsible for her bill before they turn gas on. I did not add her to the account. Why am I responsible for a bill I had nothing to do with? Ive even asked if they could just add an extra 100 to my monthly bill to pay it off and they refuse. We have no heat or hot water and suppose to snow this weekend. I have 4 kids and they could care less.

Service was cut off in Nov '19 due to a leak. After taking the corrective actions they refuse to verify my account w/o my ssn.
In Oct '19 I contacted ONG about a possible leak due to the usage shown on my bill..No odor, just extremely high usage. They said they sent someone out and found no leak. We didn't see anyone. In Nov.'19 they cut our gas off w/o any warning or notification due to a possible leak. When I contacted them regarding the situation I was 1st told that they would send someone out to find the leak and that if it was in the house it was my responsibility to correct, and if it was outside, they would correct it. Someone came out, they couldn't find the leak inside the house, so determined it was somewhere in the lines outside, between the ally & they house. When I contacted ONG, I was then told I had to hire a plumber to pinpoint the leak, and once it was found, if it was inside I would have to replace the plumbing, and if it was outside then ONG would replace the lines get the gas turned back on. I hired someone to come out & locate the leak. It was between the house and the meter, outside. So I get ahold of ONG, they now tell me they won't replace the lines between the house and the ally, that they're going to move the meter up to the house, and because the original connection is no longer in code, that I have to pay to have it moved, have an inspector come out and certify it, then they will move the meter. I requested that they leave the meter out by the ally, as I don't want it near the house. I was told that the only way that would happen is if I paid to have the lines replaced from the meter to the house, have those inspected/certified, as well as moving where it connected to the house. After weeks of trying to find out what, if anything else was required so I could have my gas turned back on, now every time I call in they will only verify my account using my ssn. I don't give my ssn to anyone over the phone. I can verify my account with my banks, attorneys, cpas, even the IRS using other information than my SSN, but ONG refuses to verify my account and get my gas turned back on unless I give them my social over the phone. My residence & business both are forced to use ONG because there are no other options. I've had 2 accounts with them for 15 years, in good standing, and never missed a payment or had my service canceled. I have been trying to get this resolved since Nov '19. I've explained that cooking, hot water, and heat all are reliant on gas. It's been almost 2 months. I was told they could come out and lay a temp line until the situation was resolved, however, no one showed up to do it. When I asked about it, they blew me off and mumbled through a response. My account is currently open, and paid on time, although the gas service has been cut off.

There is a safety issue. There is a hole in the fence big enough for our 2 and 5 year olds and dog to now get into the neighbors pool.
Meter reader keep kicking slats out of our fences that are ten and 20 years old. The neighbors have a pool and now our 2 and 5 year olds have access to it. The first slat was broken around a year ago, a few months back a second one was broken, and now within the past month or so two more have been broken. Our dog and children are in danger. There are two holes. One near our neighbors meter and one near ours. Water hose hanger was also broken

Well for starters, after a year with them they automatically take your deposit and pay it to your next few bills. Which is alright, except I wanted my deposits back when I moved out, not help paying my bills...... They didn't ask and I couldn't make them stop using it. Then. They turned off my gas with less than 30 days for the next billing. No warning. No email. No papers. Nothing. Just shut it off. Let me pay my bill and still didn't turn it on. I have now been paying for two months of gas that I have been unable to use on my heater because I didn't know they just turned it off. How HORRIBLE. It is the dead of winter. My dog is freezing. My boyfriend and I are wearing layers of clothes. Because we can't get anyone to come and turn it on over the weekend.

No call backs after repeatedly contacting ONG Support to repair irrigation that ONG crews damaged while tapping a line for a new meter.
On October 21st, ONG crew came and dug access to their line that runs through my property to tap it for a new meter going to a new home construction across the street. While doing so, they damaged my irrigation system. The ONG crew did not leave a note or attempt to contact us to let us know. They packed down the dirt and left. I tested the irrigation that evening to find water pooling up out of the ground at ONG's dig site.

ONG was contacted on the 22nd, to see what options we had to see if they would repair what they had damaged. The ONG representative we spoke with over the phone advised they had a department that handles these types of repairs and we would be contacted within 2 to 3 days time.

Fast forward to November 15th. We hadn't heard or received any communication from ONG since the October 22nd call so we decided to call.The ONG representative advised that our claim hasn't been picked up or no notes have been added to update it so the ONG representative flagged it and advised someone would call us within 24 hours.

Fast forward to November 19th. We hadn't heard or received any communication from ONG since the November 15th call we had made after we were told we would be contacted within 24 hours. We make yet another phone call to ONG. The ONG representative escalated the claim and attached/cc'd the manager of the Field Services Department.

I transferred service to a new location and they turned off my service and took my meter for no reason. I was told that service was disconnected.
I was told that service was disconnected but it was not. I had a month of service and did not receive a bill. I proactively called them and was told that the service request for the transfer was not put in for some reason. I set up and appointment for them to come check the service and they never showed up. I have security cameras that verify that they never came by. 3 weeks later they come and turn off my service and take my meter. I only needed for them to read my meter and bill me. Their customer service is dreadful and there was no reason whatsoever for them to disconnect my service. I have been a customer for 20 years and I have never been late on a bill. This utility is the definition of a monopoly and it is unfair that I am forced to deal with a company this terrible because of their monopoly on the natural gas service.

Waited a week to get gas turned on at a rental. Time of appointment was between 8 to 5. Waited all day with no rep or phone call. Rep finally called me at 830 that night and said he can be there in half an hour. I stated that I cant meet that late and he said that it would be my fault that I missed the appointment. Made another appointment for another week later (the soonest they could do it). Another day of 8 to 5, and took another day off work to wait. Its 9 at night with no phone call or no show of the rep. The rental is at high risk for pipe and water damage (the temp is below 20 so there will be damage) and delay on renting plus whatever damage from house internal temp being so low. Not much can be done however they are the only gas company to choose from. From time of calling to get gas turned on has been 3 weeks to the day and still the gas is not turned on. Good news at my other house the gas bills come right on schedule and I am penalized for the auto bank draft payment being late 3 days and I am sure I will have some kind of service connection fee to turn a valve at the rental.

I've lived in cities of various sizes across the country and have never encountered such a low quality utility company. I bought a home and called to turn on my gas. They said I had to email them my driver's license and social security card. I clarified the email address three times with the customer service representative. A day later, I got an alert that the email address was not active. After sending the information to the correct email address, it look three days for me to get a call back to set up an appointment to have a technician turn on my gas. The first appointment available was 8 days away. I've been waiting since 8:00 a.m. and it's 6:14 p.m. They still have not come and turned on my gas. The temperatures have been freezing numerous nights during the last week and a half I've been waiting. All the customer service representatives can offer is that I should use space heaters, which are extremely dangerous. This conduct by ONG borders on a human rights violation.

ONG shut off my gas for "nonpayment" when the bill clearly states that I shouldn't pay it because auto pay was set up. Then didn't turn it back on.
ONG shut off my gas with no notification that it was going to take place. After it was shut off, I pulled up my bill which clearly stated that I should not go pay my bill since we had auto pay set up. After I 2 different phone calls, I got them to agree to come back out to reconnect. They proceeded to give me an "all day" window. Then, they no showed me. So here I am with no gas to the house when it shouldn't have been shut off in the first place.

I had gas from ong from 2010 to 2015 paid on time and now I am being told that I have an old gas bill from 17 years ago approx $500
I thought there was a limit on how many years you could go back. It's not like they didn't know where I lived back in 2010-2015

Company Timeline for Research of Information
I moved into a new home on 10/11/19, I was told that I would need to send in my ID, SSN card, lease agreement and contact information to prove that I was not the prior tenant who had an old bill at the address. Well I sent in the information over the weekend yet they still have not completed their research. I wonder how long it truly takes to review someone's information and compare it to another's in order to clear them from being affiliated with one another. Paid the money needed to have it turned on, yet it will not be turned on until they complete their research. Thank God it isn't freezing yet, however over the weekend it did get a little chilly. I have a 17 and a 7 year old living in the home, the teen will be fine but if my grandbaby gets sick I will be on this company like white on rice.

When ONG came to repair a gas leak they did not properly fill in the hole they made in my yard.
I reported a possible gas leak to ONG back in March or April. They came out almost immediately and discovered a leak on their side. A few weeks later another crew came out to dig for the leak in my front yard. After finding and repairing the leak they left a mostly un-filled hole in my yard. I called them numerous times until they finally sent a crew out that just piled sod in the hole with no fill dirt. I called ONG that same day and a supervisor said he would meet me the next Friday at 1pm to look at it with me. He never showed up! I called at least 3 more times over the next 2 weeks and finally got a call from another supervisor who said he would come look at it. That was 3 weeks ago and I have not heard from him and the sinkhole is still in my front yard. This has been ongoing for months and every time I call I am reassured that multiple people are working on it but nothing ever happens. I want this fixed. I take very good care of my yard and cannot stand having this eyesore in it. I did my part to report a public safety issue and now I'm suffering because of it. This leak was on their side and they need to fix this!