South Jersey Gas

I have left messages for the customer on the voicemail of [redacted] on 4/and one day last week with a direct phone number and extension to reach me

South Jersey Gas spoke to [redacted] on 11-20-12:03pm Due to new system conversion, two bills were sent [redacted] was advised account was corrected and $ billed in error was adjusted off account Issue was resolved

Our online website only allows the temporary password to be available for years for security purposesI left a message for the customer with my direct phone number to call me when she would be available to log on with the temporary password so that we can have this matter settled for her

Contacted customer and went over billsCalculated usage from last year to this year and usage is in linePossible bad reading in February but we will be out again on 4/to verify meter readingAdvised customer we are looking into our phone system, we have been advised many customers are experiencing a busy signal

Contacted customer and went over billsCompared usage from last year to this yearActivated budget of $for customer to start paying with this months bill

Please see attachment indicating $was posted to [redacted] account on 10-07-2014.Unfortunately, the company has no control over NJ Privacy Law enacted in the last two years Previously, we would have been able to speak to [redacted] wife(as he states yers ago), however due to the law that was passed, we no longer have the right to speak to her without permission from the customer on the account The resolution to this issue is to have [redacted] simply call and add his wife to account as authorized speaker if he has an issue with the NJ Privacy Law it is suggested he contact his legislator.The postal system uses a program called QAS The postal systmen automatically updates all mailing addresses per the US postal system SJG still has customers address as [redacted] however the postal system has converted his mailing address This is beyond SJG control and [redacted] would have to address the change with the US Postal system

We have written a letter to the collection agency and will be sending the customer a copy

Contacted customer and explained he was receiving actual meter readings during the months from December to February, but due to an issue with our new system he wasn't being billed based off those meter readingsThe system was billing for zero usage during those monthsOnce the issue was fixed he was billed for months at one timeHe will make a payment and we will split the remaining balance into months plus the current bill

Complaint: [redacted] I am rejecting this response because: SJG has not credited my account for the as they claim they on October 27, I have attached the bills given to me by SJG showing payments credited to my account for in September to the account number I had had for years before they decided to change my account number( As you can see I have labeled in the bill copies.) Also after the Account number change they credited my account for $payment I made on the October 31, on the same Credit Card Account days after the $payment was made ( $Payment made on 10/03/2014).As you can see from the bills the $is not posted on any of the billsI have also attached on the bills the Transaction ID's and the confirmation numbers for the payments madeThis information was given to SJG and they refuse to credit my account.Also on the date 12/04/@ 12:PM, SJG did phone my house ( As per my photo attachment above) and when my wife answered the call on the 2nd ring, she said hello and was hung up onFurthermore SJG said they refuse to talk to my wife and I had previously inclosed in my original Revdex.com complaint, that I am working during their office hours thus the reason I contacted them via EMail and expected a response in writing to my EMail.They were contacted by my wife on 12/01/@ 12:46pm after minutes on hold the representative told "Her" the information cannot be discussed with my wife due to their "NJ Privacy policy" and told my wife to have me call the office which opens at 7:00am-8:00pmMy wife informed them that I am not available during these times and will not be able to contact themThis is the reason I cantacted via EMail and expected a response in the same manner whichI never receivedI am appauled to be treated in this manner when my bills are always paid, and they already know I am not home and to constantly harass my wife by calling on the phone, hanging up on her when she answers, and when she is able to speak with them ( By constantly calling them back ) they give her this LAME excuse they can't tell her anything!SJG also Changed Our Mailing Adress On The Bill..!! Our Town is and always has been [redacted] ***, They changed it to [redacted] ***There Is No Such Town As Commercial Township NJ, It is a Township of Multiple Towns and Burrows not a City/Town!!And furthermore approximately 4-years ago my wife contacted SJG about someone changed my account information to a PO Box instead of my Rural Route mailing addressSJG assisted My Wife in correcting the address and the billing informationWHERE WAS THE PRIVACY POLICY THEN!? It seems like it is awful convenient for them to enforce a policy we are not aware of after all of these years upon their Customers NOW! I want my money credited to my account please.THIS NEEDS TO STOP NOW! Regards, [redacted]

Contacted customer and reset their password and assisted them in changing their password and bill preferenceApologized for the delay

Contacted customer, he was previously on budget and was taken offReactivated budget of $and assisted customer in setting up his online profile

Contacted customer and explained that she was billed low estimated readings the last months and this bill was an actual reading for monthsOffered payment arrangements for months and advised can check the meter reading to verify reading is correct

Complaint: [redacted] I am rejecting this response because: I'm not sure what you are talking about I don't have a meter problem I have a problem with charges on my bill that needs to be removed and payments may for service that has not been applied to the service charges Regards, [redacted] ***

Mr [redacted] contacted South Jersey Gas on 10/06/for service He was asked to provide a lease and ID at this time.Lease and ID was received on 10/07/ The date on the lease was 08/2014(no specific day); however was signed 02/01/ Due to the conflicting information on the lease a certificate of occupancy was requested since the 02/01/dated would indicate Mr [redacted] maybe responsible for past due amount.On 10/08/Landlord [redacted] called stating Mr [redacted] moved in on 07/26/ Again due to conflicting information a certificate of occupancy was requested from the landlord.Certificate of occupancy finally received on 11/01/and services were promptly transferred into Mr [redacted] name Delay was due to information not being sent when requested

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 --at this time but complete resolution possible with next reading 4/14/Business states working on customer service issues Regards, [redacted] ***

[redacted] contacted South Jersey Gas on 10-09- Services were shut off for non payment on 06-13- Mr [redacted] was advised $was needed for restoration.On 10-21-2014, Mr [redacted] called with confirmation number and appointment for restoration for non paymentMr [redacted] spoke to Supervisor Mr [redacted] on 10-23- At this time Mr [redacted] was advised an advance deposit was required for commercial account Customer called back with confirmation number Appointment was scheduled As South Jersey Gas is a first response company, due to multiple gas leak emergencies 10/and 10/services were unable to be restored for non payment until 10/25/

Left message for customer on 3/advising her account has been unlockedConfirmed that customer was able to log on in their attempt on 3/and made a payment

The first notification about the portal went out in May via SJG website, [redacted] , [redacted] and [redacted] ***A bill insert (one panel) went out to all customers in the June billsAnother message went out on the first page of the bill statement in August Also, we sent emails to customers who receive electronic bills in August, September and October We sent a news release out in October Customers were not required to establish a new account as stated in the complaint They were provided a new account number and also a pin to create an online account in the new customer portal The new account number was required to accomodate the new electronic billing system The new ssytem, ***, gives the customer more payment and online options to avoid them having to contact customer service.The portal does specifically state the password requirements as characters that include on numerical didit and on special character This is to strengthern the customers privacy and prevent phishing sites from accessing the customers information.The customer portal only requires name, account, pin, a login id and to answer security question of the customers choice to create their profile Once this information is created with the inital online set-up, the customer is only required to use ther login and password going forward.If the customer is having issues accessing their customer account online with their existing login and password, the website has a customer tip in bold red letters suggesting to clear their cache and bookmarks on their computer.Hold times are being addressed by SJG They have hired new employees, introduced the self service portal and electronic billing system to reduce the number of calls and improve hold times Callback appointments are offered while on hold, however at times the call time slots are full.Although SJG doesn't offer pop up chat windows, we do offer [redacted] , [redacted] and e-mail optionsin addition to the phone lines.?

I spoke with Mrs [redacted] and she advised she was making her payments to the wrong SJG account numberWe were able to locate all of her payments and moved them to the correct SJG account numberProvided correct account number to customer to make the appropriate changes

Complaint: I am rejecting this response because:I have called back several times now and left a message onceMy time is too valuable to continue to play phone tag about a problem from weeks ago that I was forced to fix without the help of the gas companyTerrible business etiquette Regards, [redacted]