PSNC Energy

Revdex.com:At this time, I have not been contacted by Larkfield optical regarding complaint ID ***.Sincerely,*** ***

I called psnc gas co to come put and check my fireplace for the winter. A tech came out and checked it and also lit the pilot light in the fireplace Sept 18th . I left the pilot light on and we had a cold day in November so I turned it on to knock the chill off the house. The fire went out and did not come back on. I call the gas co back and customer service told me I had to pay another 90 dollars which I had paid in Sept. I am a senior, and Iuse my fireplace to help sometimes. I think it’s very unfair for me to pay another 90 dollars when I don’t have it. Please somebody else tell me something. I have requested a form from attorney general office also utility commission office. Give me an answer.

Paid [redacted]I recently pulled a copy of my credit report and seen that PSNC was listed on it for $128, with the account# XXXXXXXXXxxxx. I paid this bill years ago. As explained to the representative when I called, at the time I had lost my job and had moved so I never got a bill but knew that I owed something and wanted to pay it since I had a little money and didn't want it to go on my credit. At that moment I was thanked for calling and was told it hadn't been reported to any credit bureau as of yet. So I told the lady I would pay it cause I wanted to avoid being sent to collections. She assured me it wasn't. I paid the bill in full. Now years later I see that its on my credit report. I was honest and upheld my obligation to pay PSNC because I didn't want that hanging over head one day when I would need to apply for credit or something. I would like this deleted from my credit reports as I was told it wasn't report to any bureau. Having little money at the time the bill was paid in full.Desired SettlementI would like this deleted off of my equifax credit report along with a letter showing that it has been deleted.Business Response As of the date of this response, there is still an outstanding balance in the amount the previous customer stated was paid. Please provide proof of cleared payment and the date for further investigation.Consumer Response The bill was paid in 2011 around August. No outstanding balance is due. Since then I have changed banks and no longer have the confirmation# see8ng that it was five years ago. Hadn't I known that the representative word wasn't going to hold up I would have tried to keep the confirmation#. However, I dont know of anyone keeping a confirmation of payment five years. Final Business Response Upon researching the account for Mr. [redacted], the following was found:6/6/11: Account created and a deposit charged to secure account6/17/11: Customer paid deposit on the account at 4:18pm using our telephone payment option6/29/11: Customer bill generated7/18/11: Customer made payment at 11:05am at a payment agency7/28/11: Customer bill generated7/29/11: Customer made payment at 1:32pm at a payment agency8/29/11: Customer made payment at 4:13pm at a payment agency8/29/11: Customer bill generated9/29/11: Customer made payment at 4:58pm at a payment agency9/29/11: Customer bill generated10/28/11: Customer bill generated11/28/11: Customer made payment at 2:35pm at a payment agency11/29/11: Customer bill generated12/29/11: Customer bill generated1/30/12: Customer bill generated3/1/12: Customer's account closed and deposit applied to outstanding balance3/2/12: Customer final bill generatedNo further payment activity recorded on the account.If Mr. [redacted] was not aware of the outstanding balance left on the account from march 2012, then PSNC Energy will agree to remove the debt from the consumer credit file, once the debt is paid in full. Mr. [redacted] may contact our Customer Care Center at XXX-XXX-XXXX to obtain the balance and the account number associated with the debt.

PSNC promised to install a new gas line and remove part of the old one. They have not delivered.PSNC promised to install a new gas line and remove part of the old one. They have not delivered. The old pipe still sits above ground months after they said they would remove it. This is creating significant delays in other work that has to be done to my house.Desired SettlementFinish the job within the next 3 days and follow up on your promised to your customers.COmplaint can be closed. Company resolved at last second

This company does not deserve to be in business. Their customer service department is one of the poorest I have ever dealt with. Total lack of compassion and understanding and displays a attitude that you are at their mercy and very uncaring to your needs. They do not meet the customers needs and act like they are not even interested. Rigid rules that have no exceptions are not good business ethics. My profession strives for excellent care and if that is not delivered then we go to all lengths to meet that goal and to live our mission statement. I was treated with no respect and was caused a lot of undue stress related to my situation. I can understand rules but also realize that there are exceptions to them. They need to evaluate their reason for having a business and strive very hard to improve their relationships with there customers and know that they are the reason they exist.","neg-1

we were be charged for service fee of $85 for asking technician to verify gas servicesWe have been a loyal client for many years. Recently we asked to have gas turned on shortly after tenant left [redacted]On or about 4/7, technician called to turn on service except the waterheater which was in a locked storage and everything is ok. PSNC is also give access to inside and outon or about 4/15, nothing powered by gas at the house can be turned on...we called the PSNC and spoke to numerous people. Finally ask somebody to come to property and show us that the gas is on. Shortly after, a technician arrived and demonstrated gas range had gas but we needed to leave the gas on position for much longeron or about 4/24, we found out that we were charged $85 service chargeon or about 4/24 and 4/25, we called many times to speak to multiple customer relationship specialists and supervisors who could absolutely do nothing and refuse to correct the billing.We asked to put $85 in dispute while paying everything else, we were transferred to [redacted] ([redacted])who told us she had no idea how and billing department will not be able to help either....so far we had spent 5 hrs not including the time to get the gas on, to speak to multiple people who has no power to do anything.....I am considering to convert several of our properties to all electric at this point and hopefully somebody is willing to address the issue promptly [redacted]Desired Settlementwaive the $85 field service charge.Business Response Thank you for allowing PSNC Energy time to investigate and respond to the complaint received from [redacted] regarding [redacted]- On 4/7/15 PSNC Energy's technician completed a service request to turn on the natural gas service at the above mentioned location. The following was noted on the completion remarks of the service order: unblocked gas meter, furnace has electronic ignition, unable to access the water heater in the locked storage room, called customer but no answer, left message about water heater and if we return it would be a charge for the service.- On 4/10/15 PSNC Energy's technician responded to a "no gas" service request for the above mentioned location. The range had an electronic ignition and the technician turned on the range, the furnace also was operable. Customer did advise our technician that they would be replacing the existing water heater and we did not need to light the water heater because they would have a contractor replace and light.The natural gas service was on and the gas appliances had electronic ignition, however, since we did not light the water heater on the first visit (not accessible) and on the second visit (per customer request) the service charge will be waived as a courtesy. However, requests to light pilots or investigate natural gas appliances owned by the customer does require a $85 service fee. Going forward should such a request be made by the customer, a $85 service charge will be accessed. The charge will be removed by the next bill received by the customer. Please advise if further information is needed.

A balance put on my credit reportComplaintA balance put on my credit report. I pulled my credit report this am because I am buying home and will be closing on this home in two weeks and realized this due to a final credit pull from the mortgage company I am financing with. This is my first home purchase. I called PSNC and they told me to pay the balance of $104.18 and it could be removed. Due to this my credit score dropped 38pts. These points matter in regards to locking in the best interest rate over the life of my loan which is a 30yr mortgage. My in my overall credit, this is the only, only negative thing on my report. I called PSNC prior to payment and was told it could be deleted and that the credit department would do so. After paying the account, I contacted the credit department, I was told they would not in fact delete the account but would only report it as paid/written off. This reporting is untrue and under FCRA I have a right accurate reporting as I no longer have a balance.Desired SettlementI was never given a courtesy phone call before the total of $104.18 was put on my credit report. Once I found out what was owed I immediately paid it in full. This negative reflection will in the end cost me thousands and I will still be a customer as I have gas service that will be in my new home. This is bad customer service. I want this account deleted immediately. $104.18 should not cost me thousands. I am asking as a act of good faith this this be deleted immediately. This has been an oversight as I have not lived at the service address for quite sometime and a final bill was never forwarded. I now have a 0 balance and requesting full removal.Business Response Thank you for the opportunity to respond to the complaint from [redacted] regarding her final billed account at [redacted].Ms [redacted] was disconnected for nonpayment at the above address on 6/12/14. On 6/26/14 the account for the address was final billed and closed due to nonpayment.On 7/14/14 a notice for the final bill was generated and mailed with a request for payment due by 5pm on 7/25/14.Notice generated and mailed on 7/25/14 after payment was not received by 5pm. Due date of 5pm on 8/8/14 was given along with a statement to pay to avoid further credit action which also stated we may report information regarding the account to credit bureaus.Notice generated and mailed on 8/8/14 after payment was not received by 5pm giving the due date of 5pm on 8/22/14 along with a $1.03 late fee bringing balance to $104.18. Notice also included statement we may report information to credit bureaus.Notice generated and mailed on 8/22/14 after payment was not received by 5pm requesting immediate payment. Included notice that we may report information about the account to credit bureaus and the debit listed will remain on credit report for at least 6 years. Notice also stated credit report will be updated to reflect debt has been paid if payment is received however it will remain on credit report once it is listed with a credit bureau.On 9/21/14 Ms [redacted]'s billed to address updated to show [redacted], [redacted] (please note that previous correspondence had not been returned as undeliverable mail).On 9/29/14 Ms [redacted] was sent a letter informing her the account had been turned over to an outside 3rd party collection agency. Letter also included information that she can still prevent credit bureau reporting by paying immediately or will remain on credit report for at least 6 years even if paid, the debt would only be updated on credit report as paid.On 12/14/14 debt was reported as a write-off to the credit bureaus because payment had not been received.On 12/21/14 updated report to credit bureau as debt paid.PSNC Energy forwarded Ms [redacted] several notices advising to pay debt to avoid credit bureau reporting of write-off. Ms [redacted] was also informed in writing that once reported to credit bureaus it would reamin on her credit report for at least 6 years even if paid. The [redacted] did not return any mail addressed to Ms [redacted]. PSNC Energy has reported debt fairly to the credit bureaus and the debt is now being reported as paid.Consumer Response I was an e-statement customer, and the last e-statement notice I received was 5/1/2014 for the amount of $148.53. While I may have been discounted on 6/26/14. I was in disputes with the landlord over the gas logs that did not work in my home. The valve had been turned off for months. The final bill was generated 6/27/2014 with the due date of 7/11/14 for the amount of $128.15. This matter was brought up in court (docket# [redacted]) with[redacted]. I officially moved for [redacted] 9/10/15. An official change of address was submitted with [redacted] on 9/9/2014 (confirmation code [redacted]). I temporarily moved to [redacted] not [redacted] on 9/12/14. Per [redacted], forwarded can take up to 10 business days for receipt. On 9/21/14 I spoke with a PSNC representative in an attempt to get the bill paid and asked for the final bill to be mailed to [redacted] (not [redacted]) Raleigh, [redacted]. There is no such thing as Apt [redacted]. I did not receive any forwarded mail from PSNC.On 10/18/2014,[redacted] ([redacted]) [redacted]Once I noticed the account, I paid it swiftly 12/1/2014 and promptly with no hesitation and contacted PSNC prior to make sure this item would not be reflected negatively on my credit report. I even discussed the new service at the new residence[redacted] and I were closing on.We were schedule to close on a new home the same day the delinquent account caught my attention and again this is an oversight and as we have been attempting to re-adjust to life without my love one. I ask as an act of good faith and an attempt to help my family move forward I ask if the account can be deleted or reported as PAID AS AGREES. Fortunate for PSNC there are no other competitors for natural gas and should I receive final approval to close on the home purchase that has now stalled, I would still reach out to PSNC for service. I have learned a valuable lesson but one that should not be attached to the happiness of my now unsettled and displaced family. I beg for your mercy and assistance in the matter. I am more than happy to provide documentation, death certificate and obituaries were I am stated or you may simply click this link to verify this death. I this was an oversight and my family and I need to move on preferably in our new home. (http://www.[redacted].com/new_view.php?id=[redacted]) I do appreciate all the kindness each rep at PSNC has shown me during this difficult time.Warmest Regards,[redacted] Final Business Response Thank you for opportunity to review Ms [redacted]'s rebuttal. PSNC Energy regrets that Ms [redacted] and her family have suffered a huge loss at the end of 2014.Once again, in reviewing Ms [redacted]'s request to remove the $104.18 completely from her credit report as if it never occurred is something unfortunately that cannot be done. The debt is currently being reported as a write-off that is now paid and $0 amount is owed.- Once Ms [redacted] was disconnected for returned check/payment (on 6/12/14), the account was final billed and closed due to nonpayment or contact by the customer on 6/26/14 and a deposit in the amount of $65.58 was credited towards the outstanding balance.- On 7/9/14, PSNC Energy canceled E-pay for Ms [redacted] due to invalid bank information.- Notices attempting to collect payment were mailed on 7/14/14, 7/25/14, & 8/22/14 to the customer in order collect on the outstanding balance.- On 9/15/14 our internal collections department mailed a duplicate bill to the customer in response to an email correspondence from the customer. It was mailed to the service address on the account. Forwarding address was not provided by Ms [redacted].- On 9/21/15, forwarding address information from [redacted] (information updated from [redacted] to SCANA/PSNC Energy)was updated as: [redacted], [redacted].- A final letter was mailed to Ms [redacted] on 9/29/14 (using the [redacted] mailing address) requesting payment prior to account being turned over to an outside 3rd party collection agency. Letter also included the following information: customer still had time to prevent credit bureau reporting by paying immediately or debt will remain on credit report for at least 6 years even if paid, the debt would only be updated on the credit report as paid.- Correspondence mailed to [redacted] 27604 & [redacted], [redacted] between 7/14/14 thru 9/29/14 have not been returned to PSNC Energy as of the date of this response by the [redacted] service as undeliverable.- On 12/14/14 reported outstanding debt to the credit bureau, in the amount of $104.18.- On 12/17/14, Ms [redacted] called PSNC Energy and was advised to make payment and then call back once payment has been made and we would provide a paid in full letter for the write off amount.- On 12/18/14 Ms [redacted] called PSNC Energy and was advised that a $200 deposit would need to be paid when she applies for service at 2227 Sunny Cove Drive due to her write off balance at [redacted].o Ms [redacted] called again on 12/18/14 and was advised write off would be updated as being paid with [redacted] and a message was left with the PSNC Energy credit department to call Ms [redacted].o On 12/18/14, PSNC Energy credit department representative spoke with Ms [redacted]. Reviewed the disconnection date, dated notices were mailed and informed Ms [redacted] the outstanding balance was reported to the credit bureau on 12/14/14. Ms [redacted] was told that her credit file would be updated as write off paid in full (Ms [redacted] paid $104.18 earlier on 12/18/14 - via the web). She was offered a paid in full letter and Ms [redacted] declined the paid in full letter.- Mailed paid in full letter to Ms. [redacted] on 12/19/14 (part of standard procedure). Credit bureau reporting updated as write off balance is $0 and paid in full.

A balance put on my credit reportI allowed my son to put PSNC in my name for natural gas. His bill was cut off. I have been making payments since I found out about it. I have not received one phone call from PSNC about this past due bill. I paid $40 Friday and had $43 more to pay this week. The collection lady I spoke with Friday afternoon never once told me it was going on my credit report. I pulled my credit report this am because I am buying home and realized this. I called [redacted] and they told me that it could be removed by PSNC. Someone call me back about removing this. As I said the first phone call I received about this was Friday afternoon. I had been paying on it.Desired SettlementI was never given a courtesy phone call before the total of $83 was put on my credit report. Once I found out my son owed this bill that was in my name I immediately started paying on it. According to [redacted] it is okay for you to place it with collections on 8/11 and the first phone call made to me was 10/31 after it was placed on my credit report. The lady that called me on 10/31 never once mentioned that you had placed this on my credit report.Please cancel this claim. We have taken care of it. Thanks

Gas service was not turned on as scheduled. Will not send someone out and will not have gas for 3 days. Did not seem to care.I scheduled gas to be turned on well in advance in our new home. I was to be called 30 minutes prior to them coming. No one ever called so by 4pm, I called PSNC. They said it just wasn't completed yet but someone would come. When I called again at 6pm (still having heard nothing), they said someone called me at 3:30 but didn't get anyone so they cancelled the order. I received NO call and NO voicemail. They then said "Sorry, but we don't work weekends and cannot come until Monday." Did not offer any potential solution even after I spoke to a supervisor. The supervisor just kept saying they could only come on Monday. Then, when she asked if she should schedule that and I said I guess, she said she could give me an 8am-1pm appointment window. I asked based on what happened (and disputed that anyone EVER called me) that they prioritize it to be turned on at 8am. She would not even do that and only would put me in the standard "8am-1pm" timeframe. Whoever said they called me lied and no one at all seemed to care or try and at least remedy the issue or prioritize us for Monday. I am absolutely disgusted and believe they just do not care and figure we have no other option for gas service. I asked the supervisor if someone's gas went out in the middle of winter on a Friday and if it was freezing would they tell them they have to wait until Monday. She said yes. I cannot believe the lack of customer service at all from this company.Desired SettlementI think at the very least, they should give me some type of credit toward my bill or something to compensate for this complete and utter lack of customer service and execution of what was promised. Business Response Thank you for the opportunity to respond to the complaint submitted by [redacted] regarding the natural gas service for [redacted]. Please note that this complaint has been forwarded to the party responsible for covering PSNC Energy complaints for the Revdex.com of Eastern North Carolina in Raleigh, NC. If possible could you redirect clients in the Raleigh/Durham/Cary areas to submit complaints to Revdex.com of Eastern North Carolina division for a quicker response?As a courtesy we do offer the call before going option to insure an adult is present at the premise for a turn on order. Upon review of the order information we found we were unsuccessful in reaching the customer twice on 10/9/15 (4:01pm and 6:14 pm) using the phone number listed on the service order. Ms[redacted] was rescheduled for the next available business date of 10/12/15. When orders requiring the customer to be present during completion has 2 failed called before going attempts made, it is automatically rescheduled for the next available business date. The company does not provide compensation to customers for missed appointments. On the behalf of PSNC Energy, please accept our apologies for any inconvenience for the delay of the turn on service order.

Service tech did not perform his duties in full and lied about it.Service tech came out to provide gas service at my home on August 7. I have gas water heater, stove, and fireplace. Upon completion, I specifically asked the tech whether everything gas was turned on. He replied yes. On September 5, I went to turn on my gas fire place to show a friend and it would not turn on. I called PSNC to ask why the pilot was not lit. I spoke to the supervisor and the manager, and this was their reply: "We spoke with the tech and the tech said that he had asked the customer and the customer said he did not want the gas fire place turned on. He also told the customer that it would cost him $85 to do it later." The manager told me that many customer don't want the fire place pilot turned on because of the heat that it gives off.This is absolutely ridiculous. First of all, the tech lied about asking me about the fire place. Secondly, the absurdity of the heat that comes from the pilot light on my gas fire place. The manager could not resolve the issue and passed the buck to the field supervisor of the tech. I was told by the manager that the field supervisor would call me the next day. But no one called me.Desired SettlementI am asking PSNC to light the pilot of the gas fire place without charge.Business Response Agreed to return to customer's premise to light the pilot on their logs. Have spoken directly with the customer and have a date set for the return visit. Fees are waived for failure to light all pilots during the 1st initial visit when unlocking meter and initiating gas service.