The payment was sent to the incorrect venue and so was delayed in posting. This has since been corrected by visiting with the customer and the late fee has been reversed. The customer is set up on internet payments, so they need to remember that it takes 2 to 3 days for the payment to post the...
the account, so they need to be sure to pay a few days before the due date.
Thank you
Final Consumer Response /* (2000, 10, 2015/11/18) */
I have resolved the issue with Source Gas. They agreed to let me pay the $40 as quoted to me in order to get my service reinstated. Thanks for your concern in this matter.
Ms. [redacted] moved into this address on 10/3/15 and was not eligible to select a supplier in the middle of the year, they had to go with the one that was already on the premise. They did elect to be on levelized billing which goes until you either switch Choice Gas Suppliers or programs. Then the...
balance due becomes due and payable at the end of the selection year, which is May. We have copies of the signed forms that she did agree to so with [redacted] as her supplier this year and a copy of the delgation agreement. They clearly stated [redacted] Energy at the top of the page. She chose the 1 & Done program which is a set amount each month. [redacted] is willing to put her on the price option of: 12 Month fixed plus pipeline charges $0.573 if she chooses to change to this program she will need to contact [redacted] and give them the code 47002. She could then go back on the levelized billing pland and the $261.25 balance can be set back up into the plan. They are responsible for all gas used at the premise so if they should choose this option, they need to remember that if they change suppliers, programs, or move and there is a balance due, it will become due and payable at that time.We do give all of the suppliers in the program a copy our customers and their mailing address, email address and phone numbers for marketing purposes. Thank you
Initial Business Response /* (1000, 6, 2015/12/01) */
We apologize that the fee did go into place after [redacted] had moved out and before she moved back home. We have rebated the continuing service fee today. Again, we apologize.
Complaint: [redacted]
I am rejecting this response because:It doesn't solve the issue of being duped by [redacted] guised as my current SourceGas provider. At no point in the process was I, as a consumer, made aware that I was making an actual switch. At no time when I was signing on with Source and continuing the service through the prior tenant's choice of [redacted] was I made directly aware that I would need to continue my services ONLY WITH [redacted]. This convoluted method of allowing companies to get my personal information then make statements to me like, "continue the service you already enjoy!" then say I as a consumer knew I was actually switching providers while keeping Source as a supplier simply because [redacted]'s company was stamped at the top of the contract I signed. This is predatory business practice that preys on how little consumers are involved in their gas bills and how little we understand about how gas distribution/servicing/billing works. How is any common person supposed to realize they're making a switch of suppliers when an email comes to my private email account telling me to continue my services? I do not accept this offer, I reject that they have even made an attempt to solve this. SourceGas says my bills come with [redacted] on them- how do I pay my bills? ONLINE. I go to SourceGas.com and I pay my bill. I don't go to [redacted], and most months my paper bill from SOURCEGAS (with a tiny [redacted] insignia somewhere at the top) goes straight into the garbage can, unopened. You're preying on people and you know it.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/08/20) */
Ms. [redacted] moved out of her premise on 7/28/15 and the account was final billed on 8/12/15, showing the credit remaining from the security deposit and interest. There is a report that runs monthly will all credits on accounts and the checks are...
requested from that, unless the consumer calls sooner and requests the check. We apologize that Ms. [redacted] didn't receive her check as soon as she felt necessary. The check has been requested as of her call to our customer care center on 8/18/15. The check will be issued 8/27/15 and mailed on 8/28/15. Again, we apologize to Ms. [redacted].
Initial Consumer Rebuttal /* (2000, 8, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The current amount due on the account is $505.09 as of today (5/23/16). We show the last payment to have been made in March for $102.13. We will need the full amount due or a promise to pay from an Agency that they are going to pledge the amount. If [redacted] would come up with the past due...
of $316.97 we could reconnect and set up the reconnect fees, deposit and remaining gas balance on a payment plan.
The payment was sent to the incorrect venue and so was delayed in posting. This has since been corrected by visiting with the customer and the late fee has been reversed. The customer is set up on internet payments, so they need to remember that it takes 2 to 3 days for the payment to post the...
the account, so they need to be sure to pay a few days before the due date.
Thank you
Final Consumer Response /* (2000, 10, 2015/11/18) */
I have resolved the issue with Source Gas. They agreed to let me pay the $40 as quoted to me in order to get my service reinstated. Thanks for your concern in this matter.
Ms. [redacted] moved into this address on 10/3/15 and was not eligible to select a supplier in the middle of the year, they had to go with the one that was already on the premise. They did elect to be on levelized billing which goes until you either switch Choice Gas Suppliers or programs. Then the...
balance due becomes due and payable at the end of the selection year, which is May. We have copies of the signed forms that she did agree to so with [redacted] as her supplier this year and a copy of the delgation agreement. They clearly stated [redacted] Energy at the top of the page. She chose the 1 & Done program which is a set amount each month. [redacted] is willing to put her on the price option of: 12 Month fixed plus pipeline charges $0.573 if she chooses to change to this program she will need to contact [redacted] and give them the code 47002. She could then go back on the levelized billing pland and the $261.25 balance can be set back up into the plan. They are responsible for all gas used at the premise so if they should choose this option, they need to remember that if they change suppliers, programs, or move and there is a balance due, it will become due and payable at that time.We do give all of the suppliers in the program a copy our customers and their mailing address, email address and phone numbers for marketing purposes. Thank you
Initial Business Response /* (1000, 6, 2015/12/01) */
We apologize that the fee did go into place after [redacted] had moved out and before she moved back home. We have rebated the continuing service fee today. Again, we apologize.
Complaint: [redacted]
I am rejecting this response because:It doesn't solve the issue of being duped by [redacted] guised as my current SourceGas provider. At no point in the process was I, as a consumer, made aware that I was making an actual switch. At no time when I was signing on with Source and continuing the service through the prior tenant's choice of [redacted] was I made directly aware that I would need to continue my services ONLY WITH [redacted]. This convoluted method of allowing companies to get my personal information then make statements to me like, "continue the service you already enjoy!" then say I as a consumer knew I was actually switching providers while keeping Source as a supplier simply because [redacted]'s company was stamped at the top of the contract I signed. This is predatory business practice that preys on how little consumers are involved in their gas bills and how little we understand about how gas distribution/servicing/billing works. How is any common person supposed to realize they're making a switch of suppliers when an email comes to my private email account telling me to continue my services? I do not accept this offer, I reject that they have even made an attempt to solve this. SourceGas says my bills come with [redacted] on them- how do I pay my bills? ONLINE. I go to SourceGas.com and I pay my bill. I don't go to [redacted], and most months my paper bill from SOURCEGAS (with a tiny [redacted] insignia somewhere at the top) goes straight into the garbage can, unopened. You're preying on people and you know it.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/08/20) */
Ms. [redacted] moved out of her premise on 7/28/15 and the account was final billed on 8/12/15, showing the credit remaining from the security deposit and interest. There is a report that runs monthly will all credits on accounts and the checks are...
requested from that, unless the consumer calls sooner and requests the check. We apologize that Ms. [redacted] didn't receive her check as soon as she felt necessary. The check has been requested as of her call to our customer care center on 8/18/15. The check will be issued 8/27/15 and mailed on 8/28/15. Again, we apologize to Ms. [redacted].
Initial Consumer Rebuttal /* (2000, 8, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The current amount due on the account is $505.09 as of today (5/23/16). We show the last payment to have been made in March for $102.13. We will need the full amount due or a promise to pay from an Agency that they are going to pledge the amount. If [redacted] would come up with the past due...
of $316.97 we could reconnect and set up the reconnect fees, deposit and remaining gas balance on a payment plan.