South Jersey Gas

[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 ***, and find that this resolution is satisfactory to meRegards, *** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Sjg has tried to contact the customer in response to his inquiries; however he has a "majic jack" phone number that is not accepting calls from SJG.The payment of $was posted to *** *** account on 10/07/2014. This left him with a credit on the gas balance of $and a $
credit on his equal payment plan. The october payment was received after the 09/29/bill date. The credit is reflected on the bill dated 10/27/14.The customer has enrolled in an equal payment plan (budget) of $per month, which is still due monthly even though there is a credit. This equal payment offsets the months in which his bills are higher that the budget.Since we are unable to reach customer, a statement of his account reflecting the payment

Customer spoke with respresentative on 3/and went over billsA high bill investigation is scheduled for 3/31/

I have left messages for the customer on the voicemail of [redacted] on 4/7 and one day last week with a direct phone number and extension to reach me.

Contacted customer and explained that she was billed low estimated readings the last 3 months and this bill was an actual reading for 4 months. Offered payment arrangements for 6 months and advised can check the meter reading to verify reading is correct.

Contacted customer and went over bills. Calculated usage from last year to this year and usage is in line. Possible bad reading in February but we will be out again on 4/14 to verify meter reading. Advised customer we are looking into our phone system, we have been advised many customers are...

experiencing a busy signal.

Services were restored 11-10-14 10:27am. Advised deposit was waived.  This complaint was intitially handled via the Board of Public Utilities.  Customer owes outstanding amount at another property.  Copies of bills were sent and customer advised balance of $922 will be transferred to...

new account. Current account was opened under last name "Disilves", however the name has been verified and corrected.

Our online website only allows the temporary password to be available for 4 years for security purposes. I 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.

Customer spoke to representative on 11-18-14 3:21pm and was provided her account number and PIN.

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

Contacted customer and reset their password and assisted them in changing their password and bill preference. Apologized for the delay.

Contacted customer, he was previously on budget and was taken off. Reactivated budget of $143 and assisted customer in setting up his online profile.

Customer was advised account was transferred in error.  Her account missed the billing cycle, therefore her bill reflected the $7.00 transfer fee.  It was removed and she will see that adjustment on her next billing statement.  She was also given a $25.00 credit for the inconvenience...

and lenghty wait time to reach a representative.

South Jersey Gas spoke to [redacted] on 11-20-14 12:03pm.  Due to new system conversion, two bills were sent.  [redacted] was advised account was corrected and $ .24 billed in error was adjusted off account.  Issue was resolved.

Contacted customer and was very upset that we forwarded his account to a Collection Agency. Advised that it will not affect his credit score. Customer made payment through bank on old account number, advised will locate payment and call back to confirm. Left message on 3/16 that we located payment...

and he no longer has a balance with us.

I contacted customer and apologized for inconvenience. I advised a shut off is scheduled for 3/20/15 and to disregard the bill up to 3/20, will receive a corrected final bill as of 3/15. Provided my contact information if any issues.

[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.
Regards,
[redacted]

Mr. [redacted] contacted South Jersey Gas on 10/06/14 for service.  He was asked to provide a lease and ID at this time.Lease and ID was received on 10/07/14.  The date on the lease was 08/2014(no specific day);  however was signed 02/01/14.  Due to the conflicting information...

on the lease a certificate of occupancy was requested since the 02/01/14 dated would indicate Mr. [redacted] maybe responsible for past due amount.On 10/08/14 Landlord [redacted] called stating Mr. [redacted] moved in on 07/26/14.  Again due to conflicting information a certificate of occupancy was requested from the landlord.Certificate of occupancy finally received on 11/01/14 and services were promptly transferred into Mr. [redacted] name.  Delay was due to information not being sent when requested.

The first notification about the portal went out in May via SJG website, [redacted] and [redacted]. A bill insert (one panel) went out to all customers in the June bills. Another 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, [redacted], 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 8 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 3 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 30 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] and e-mail optionsin addition to the phone lines.?