Sempra Energy

[redacted] ***? I am in receipt of your Revdex.com (Revdex.com) complaint.? In your compliant, you express concern regarding the length of time taken to establish new gas service.? In your complaint you state SoCalGas has been slow, non-responsive to your request for service.? You further mention our staff is not responding to your request for status updates.? In speaking with Ms [redacted] I was informed your project has been going on for a whileThere have been many delays.? SoCalGas originally installed a main and service lines in July of 2015.? In December of 2015, the developer was grading the project and made our newly installed main too shallow, requiring SoCalGas to alter the main.? Before, SoCalGas could alter the main the developer physically pulled a SoCalGas pipe out of the ground leaving the main and service line connected to nothing.? Ms [redacted] informs me she had many conversations with you during the month of January 2016, when she explained what needed to be done in order for SoCalGas to reinstall the now disconnected gas main and service linesMs [redacted] also informed me she explained to you we would have to start the entire process of requesting and installing the main and service lines from the beginning.? In light of having to initiate the entire process over again Ms [redacted] submitted your sketches as a? RUSH? request on May 2, 2016.? Ms [redacted] informed me she updated you on the status of the? RUSH? request on May 4, 2016.? ? ? ? ? ? Our records indicate your job started on May 31, 2016, and should be completed by June 3, 2016.?

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*** *** *** I am in receipt of your Revdex.com (Revdex.com) complaint. In your compliant, you express concern regarding the length of time taken to establish new gas service. In your complaint you state SoCalGas has been slow, non-responsive to
your request for service. You further mention our staff is not responding to your request for status updates. In speaking with Ms*** *** I was informed your project has been going on for a whileThere have been many delays. SoCalGas originally installed a main and service lines in July of 2015. In December of 2015, the developer was grading the project and made our newly installed main too shallow, requiring SoCalGas to alter the main. Before, SoCalGas could alter the main the developer physically pulled a SoCalGas pipe out of the ground leaving the main and service line connected to nothing. Ms*** informs me she had many conversations with you during the month of January 2016, when she explained what needed to be done in order for SoCalGas to reinstall the now disconnected gas main and service linesMs*** also informed me she explained to you we would have to start the entire process of requesting and installing the main and service lines from the beginning. In light of having to initiate the entire process over again Ms*** submitted your sketches as a RUSH request on May 2, 2016. Ms*** informed me she updated you on the status of the RUSH request on May 4, 2016. Our records indicate your job started on May 31, 2016, and should be completed by June 3, 2016.

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I am in receipt of your Revdex.com (Revdex.com) complaint.  In your compliant, you express concern regarding the length of time taken to establish new gas service.  In your complaint you state SoCalGas has been slow, non-responsive to your request for service.  You further mention our staff is not responding to your request for status updates.
 
In speaking with Ms. [redacted] I was informed your project has been going on for a while. There have been many delays.  SoCalGas originally installed a main and service lines in July of 2015.  In December of 2015, the developer was grading the project and made our newly installed main too shallow, requiring SoCalGas to alter the main.  Before, SoCalGas could alter the main the developer physically pulled a SoCalGas pipe out of the ground leaving the main and service line connected to nothing.
 
Ms. [redacted] informs me she had many conversations with you during the month of January 2016, when she explained what needed to be done in order for SoCalGas to reinstall the now disconnected gas main and service lines. Ms. [redacted] also informed me she explained to you we would have to start the entire process of requesting and installing the main and service lines from the beginning.  In light of having to initiate the entire process over again Ms. [redacted] submitted your sketches as a RUSH request on May 2, 2016.  Ms. [redacted] informed me she updated you on the status of the RUSH request on May 4, 2016.     
 
Our records indicate your job started on May 31, 2016, and should be completed by June 3, 2016.

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[redacted] I am in receipt of your Revdex.com (Revdex.com) complaint.  In your compliant, you express concern regarding the length of time taken to establish new gas service.  In your complaint you state SoCalGas has been slow, non-responsive to...

your request for service.  You further mention our staff is not responding to your request for status updates. In speaking with Ms. [redacted] I was informed your project has been going on for a while. There have been many delays.  SoCalGas originally installed a main and service lines in July of 2015.  In December of 2015, the developer was grading the project and made our newly installed main too shallow, requiring SoCalGas to alter the main.  Before, SoCalGas could alter the main the developer physically pulled a SoCalGas pipe out of the ground leaving the main and service line connected to nothing. Ms. [redacted] informs me she had many conversations with you during the month of January 2016, when she explained what needed to be done in order for SoCalGas to reinstall the now disconnected gas main and service lines. Ms. [redacted] also informed me she explained to you we would have to start the entire process of requesting and installing the main and service lines from the beginning.  In light of having to initiate the entire process over again Ms. [redacted] submitted your sketches as a RUSH request on May 2, 2016.  Ms. [redacted] informed me she updated you on the status of the RUSH request on May 4, 2016.      Our records indicate your job started on May 31, 2016, and should be completed by June 3, 2016.

Review: I updated my bank information online. And the company still charged my old bank account number and it was rejected and charged me a return fee. They said there was a separate place to change another bank info, but they failed to make it clear so they penalized me because their system doesn't cross reference payment types.Desired Settlement: I want the company to adjust the bill crediting me the $7.50 for the return charge since it was not my fault but their system's fault for not cross referencing the payment.

Business

Response:

Ms. [redacted],It appears that we may have received a duplicate complaint from your office. The following information was supplied to the Revdex.com (LA Office) via complaint #[redacted] on 5/19/15:I am in receipt of your Revdex.com Complaint. In your complaint you express concern regarding a return check fee charged to your gas account after you attempted to change your bank account information. My review of your account revealed you were enrolled in our Direct Debit Plan on February 7, 2002. Once enrolled, a Direct Debit payment is automatically withdrawn from the designated checking or savings account on or after the 10th day following the date the bill is mailed. Once Direct Debit is established, instead of a due date the bill displays the following message, : Your direct payment of $0.00 will be deducted from your bank account on/after 03/22/2014.”On April 29, 2015 you registered through My Account enabling online access to your gas account. You accessed View and Pay My Bill, and then Manage the bank account you will use to pay your bills online. This is another method of setting up payment which required you to choose dates, amounts, and whether you wanted automatic deductions or not. You created automatic payments through My Account. If you had continued to scroll down the web page you would have seen Other Options –Pay by Direct Debit? Edit Direct Debit Bank Information. That option would have allowed you to simply change your Direct Debit bank information.On May 1, 2015 we debited your account on file with Direct Debit. The payment was returned by your bank on May 6, 2015 with the reason of closed account. We then removed your gas account from Direct Debit. Your My Account arrangements are still active. This information lends me to believe your intention was to change the bank account information on your Direct Debit account. As a courtesy I am granting a one-time only $7.50 fee reversal. Thank you for the opportunity to address your concerns.NO additional data was received regarding the complaint sent to Debra Reed on 6/15/15. For future reference please contact:[redacted] or [redacted]Executive Office ManagerSoCalGasOffice (213)[redacted]@semprautilities.come[redacted]@semprautilities.comRegarding any complaints addressed to SoCalGas. [redacted]Executive Office ManagerSoCalGasOffice (213)[redacted]@semprautilities.com