South Jersey Gas

Left message for customer on 3/9 advising her account has been unlocked. Confirmed that customer was able to log on in their attempt on 3/10 and made a payment.

The seller, [redacted], contacted SJG on to issue a shut off scheduled for 11-21-14.  The seller can not transfer services into a buyer's name.  Mr. [redacted] was informed to have the buyer call to complete transfer prior to shut off to avoid interruption in service.Mr. [redacted] sent an...

e-mail from [redacted] on 11-22-14 requesting service after the gas had already been disconnected.  The e-mail area that asks "what address" was left blank.Mr. [redacted] contacted the office via phone on 11-26-2014 and was given the next available appointment on 12-03-14.Technicians arrived to the property to find the lock had been illegally broke off the meter and Mr. [redacted] lit his own appliances.  He states doesn't know how it happened.  Technicians performed a safety check to assure there were no leaks at the property.

I sold my home in June 2016 and submitted a final reading to South Jersey gas on June 2 per their request. As they had apparently been over billing me on my equal payment plan, when they applied my final meter reading to my account I had a credit balance of $1,426.59. I have made numerous phone calls to customer service and each time there was a different excuse. The last time I spoke with them on August 1, I was told that my check was mailed on 7/25/16 which is obviously a lie and I still don't have my money. I have also sent emails and have never received any kind of response. It just isn't fair. They certainly wouldn't let me get away with not paying a $1,400 bill without shutting off my service. I'm frustrated and angry. This is crazy. I will be so glad to move out of the South Jersey Gas Company area in the spring. They have horrible customer service.

Review: My bill has more than doubled in a month and I have not used the gas the company has stated I have. I have not raised my heat and have found out thru social media that MANY people in my area r having the same issue with south jersey gas. They are gauging the consumerDesired Settlement: I would like my bill corrected and south jersey gas should not be allowed to continue to do this to its customers

Business

Response:

Customer spoke wit a Customer Service Representative on 2/23/15 and bill was corrected. We had a bad meter reading and customer provided the correct meter reading.

Review: On Nov 27, 2013 I called to have service terminated on my rental at [redacted]. I received the following response:

Thank you for your inquiry concerning your gas account. As per your request, an order has been scheduled to shut off your service as of 12/04/13, our next available date. Please be sure we have access to the gas meter to lock it off. The confirmation number for your records is [redacted]. Please be sure to winterize the property (have the water pipes drained) before we disconnect the service as the pipes could freeze after we shut off the gas heat.

After a few calls service was actually terminated sometime in late December, I incurred any usage that occurred from that point on.

Since the original date requesting termination, until today, Feb 24, 2014 I have not received my refund check that, I am advised, totals more than $360.00

During this process I have visited the [redacted] location in person 5 times. Have had to change my address twice and still am told that I must wait another 4-6 weeks to determine if the check that was supposedly cut on Jan 9, 2014 was cashed.

During this fiasco I have attempted to call SJ Gas at least 15 times, never to reach a human. As a matter of fact, in every instance, the auto-attendant simply asks for a call back number and/or hangs up but does not give the opportunity to wait on the line.

Since SJGas is a monopoly in the area, I think I will opt for electric/oil solutions in the future. [redacted]Desired Settlement: I would like my refund check

sent to: [redacted]

Business

Response:

[redacted] advised he received his refund check 3/7/2014. I apologized for the inconvenience and the amount of time it took for his situation to be resolved.

Review: sj gas started new billing system last 10/14. I was not receiving bills for 3 months. I could not log onto their new account website. I was taken off equal payment plan. I have been a customer for over 25 years. never late with a payment. I have been trying to contact this company for months. I have emailed company. I have sat on hold on the phone for over an hour several times. I have only been connected once with a live person who then disconnected me. I have been disconnected several times. I literally cannot get in touch with a live person who can help me resolve my account.Desired Settlement: I would like to speak to someone to resolve my issues with my account, find out my true balance and be reinstated into the equal payment. I just would like to speak to someone from this company who has the knowledge and authority to resolve my account...that's all.

Business

Response:

Contacted customer and went over bills and payments. She was removed from budget due to new system error. Rolling balance back into budget of $132 plus service sentry charges.

Consumer

Response:

[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.]

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,

Review: For months on end they gave been over billing me, I assume by using their estimated meter reading practice which is highly inaccurate. I have called multiple times, they always say it's resolved and the next bill I get is outrageous once again. I've emailed and gotten no response, Facebook messages, waited for callbacks that never came etc. I have been on a budget plan agreement with them since I bought my home in 2011, never paid more than 80 a month and now these unexplainable 600 and 900 dollar bills keep coming. Please straighten out these unfair practices, I'm sure there are people paying these bills that they don't even owe.Desired Settlement: I want to stop receiving incorrect bills and worrying if they're going to shut my gas off before the winter comes, I'm not sure when they are able to do so until. A company as large as theirs should have the technology to properly bill customers.

Business

Response:

SJG spoke to [redacted] on 10-08-2015 4:15pm per his social media request. He provided a customer read on 03-27-2015 of 2307. He provided another read on 10-02-2015 of 2419 and on 10-08-2015 a read of 2421. He was advised his budget of $76 was too low due to high third party marketer rate. He was offered to roll his current balance into a budget of $120 per month.

Review: I had south jersey gas install a gas line. Followed their procedure with contractor and installation. Started service in the early months on spring (late March I believe). Tried on MULTIPLE occasions to contact costumer service with billing. Every rim I call I get put on hold for 20 minutes and get disconnected. I have yet to receive any bill from SJ gas and was sent to collections due to NOT PAYING THE BILL I NEVER RECIEVED. No communication with these people from day 1! Horrible outside installation contractor. Destroyed my yard and neve came back. I know get water in my basement. I have not RECIEVED one piece of mail from SJ gas or phone call.Desired Settlement: I expect a phone call verifying all my information is correct in their system and an itemized bill and my yard fixed!

Business

Response:

I spoke with customer on 6/1/15 and he was going to email me bills he received from another company called [redacted] and also provide me a meter reading. On 6/4/15 I left message for the customer to follow up. I have still not received the information as of 6/10/15.

Review: On March 23, 2015, I called and was on hold for 1 hour and, I still was unable to speak with anyone. That is unbelievable. Due to this, I sent an email to [redacted] on March 23, 2015, asking questions about the budget program, and have not had any response back from the company. It is now approaching 2 months from the date of that email without any communication back from the company.

The bigger problem at this point, however, is that I have been on hold for HOURS throughout the last 2 months, trying to contact SJ Gas regarding my account, as I have not been charged since Feb 2015. I am trying to be proactive with finding out why I am not being charged. I have called at different times of day on different days and have not been able to get this issue resolved as I cannot get through. I called on 5/18/15 and pushed the option for them to call me back because the "call volume was too high and they couldn't answer my call," and the first call back time was today 5/20/15. They called twice within a few minutes of each other, but as I work as well, I could not pick up the phone. I immediately called back to no avail. The only time I was able to reach a live person was today after a 17 minute hold, and after I explained my issue & she asked for my account number, I was hung up on. I called back and was on hold for 20 minutes, and finally got someone live on the phone. I told them I was just trying to resolve my issue, she asked if it was a billing issue, and I said it was. She then said to hold for a minute, & now I have been on hold for over 18 minutes. I will be hanging up now.

There are still these 2 outstanding issues- 1)Why have I not been charged, and 2) I need to discuss the budget program with someone as it is very unclear on the website.

This is a terrible way to do business, especially since I am just trying to pay my bill. The employees and the company have made it clear through their actions that they do not care about their customers.Desired Settlement: I would like a phone call, and if I am unable to answer my phone, I would like a message left with a phone number and a direct extension for me to call back. I would like to know why I have not been charged for 3 months and discuss information on the budget program.

Business

Response:

The customer wasn't billed from March to May due to a bad reading in March. It appears the meter was read incorrectly and would have billed the customer a very large amount. The system noticed the error and did not generate a bill. This was on a list of accounts that needed to be manually bills and we hadn't gotten to it yet. The customer has now been billed based off an actual meter reading. A message was left on 5/22/15 with a direct phone number to reach us to discuss arrangements and the budget.

Review: Good Evening. I am writing today after contacting SJG Customer Service via email (2x) and on the phone (3x) with no resolve. This complaint relates to Account # [redacted] and service address [redacted] NJ 08330. The most recent billing statement received is incorrect. I believe meter may have been read incorrectly. Based on historical use and billing, the current billing statement is a clear outlier. Recently, there was a mandatory recall of a specific equipment which may have led to incorrect readings for the dwelling. As a customer since 2007, I have been tracking my usage month over month. This winter, for latest billing cycle, I have compared outside temperatures against use and it does not correlate. I am more frustrated with SJG and their inability to accommodate customer complaints via multiple needs. Even after multiple attempts, I was unable to reach a representative to deal with the matter. As a person with limited income, I can not accommodate for a surge in billing. There was no explanation provided if there a rate change. Request SJG re-assess and analyze billing and adjust statement accordingly as I am positive that billed statement does not reflect adequate situation.Desired Settlement: Adjust billing. Current bill remains outstanding until favorable outcome. Request SJG keep inquiry open and not submit past due notice until matter is resolved. Thank you.

Business

Response:

Customer is out of country and unable to verify meter reading. Meter is scheduled to be read again on 5/13/15. Issued new bill with office estimate and provided customer new bill amount through email.

Review: On Monday, December 22nd, I requested South Jersey Gas to provide a technician to visit my residence to investigate an usually high bill (over twice the normal amount I pay) from the previous billing cycle. I couldn't get an appointment for two (2) weeks, but I finally scheduled an appointment - "between 7:30am and 11:00pm" on Monday, January 5th. No technician arrived between those hours on that date, nor did I receive ANY notification of their plans to miss the appointment. Because of their awful customer service, I had to reach out to them the following day (Tuesday, January 6th), which is when they told me that they would schedule an appointment to be at my residence between 5:30pm and 11:00pm on that evening. I received a call that evening to explain that they wouldn't be able to meet that appointment, but they then scheduled me for an appointment on Saturday, January 10th between 8:00am and 4:30pm. After this 4:30pm Saturday, January 10th appointment was missed - yet AGAIN - I have not received any communication - from South Jersey Gas or their technicians - about this issue. I have now waited for 29.5 hours over three (3) days for a technician to arrive at my residence, but have only received a single communication from anyone at South Jersey Gas (the other times were at my doing). This is frustrating, embarrassing, infuriating, and, quite frankly, enormously inconvenient, as I have lost three (3) days waiting for a technician to arrive.Desired Settlement: South Jersey Gas needs to provide a technician to visit my residence - during hours that are convenient for me (5:30pm - 11:00pm, Monday through Friday) - to resolve this issue. Additionally, South Jersey Gas should be willing to offer a credit for my bill, as they have failed to meet their obligation on three (3) different instances.

Business

Response:

Mr. [redacted] was provided the names of all 3 supervisors and the reps who have called him and spoke to him and also who have gotten a recording"this customer is not taking calls at this time" without allowing SJG to leave a message.Previous appointments were cancelled due to gas leak emergencies. Mr. [redacted] was advise this is a non emergent energy assessment for his bill. Advised since we are a first response company can't give a specific time.Advised Mr. [redacted], I personally tried to reach him on 01-13-15 along with another supervisor, we both received operator message. I dispatched a technician at 6pm (he requested after 5:30) who was within 4 minutes of his home. When he was called he advised he was going out to dinner and cancelled the appointment.The appointment was rescheduled again on 01-15-15. Mr. [redacted] was again advisea time could not be guarenteed since we are first responders. He stated as long as it was befiore or after work, preferably after 5:30pm. A technician was dispatch before Mr. [redacted] went to work at 7:30am. He turned the technician away stating he was gettingready for work and it wasn't a convenient time for him. The technician was again dispatchedthat evening at 6:41pm. It was found there were no gas leaks, but Mr. [redacted] had his hot water heater turned up to high therefore the increase in his bills.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:First of all, the phone call on Monday, January 12th was received at 5:11pm, NOT at 6:00pm, as is alleged by the business. This can be verified in phone records. As I mentioned to the supervisor (who is clearly the one to be writing this response), I cannot be - nor should ANYone be - expected to be available within a ten (10)-minute window when no other previous arrangements have been made. Additionally, while this supervisor likes to focus on the "five (5) missed phone calls" on Monday, January 12th, this response fails to mention ANY of the previous issues of a simple lack of a phone call to inform me that the scheduled appointment could not be met. I submitted this complaint on Saturday, January 10th, and this complaint has nothing to do with any actual - or alleged - communication attempts after this date.Secondly, while I FULLY understood that no specific time could be provided - and was MORE than willing to accommodate a reasonable time window, I was told that the technician would be scheduled between 5:30pm and 11:00pm on Thursday, January 22nd (but not guaranteed due to unforeseen gas emergencies, which, again, was fully understood). I was given the supervisor's name and phone number (including directory extension), and was assured a phone call from this supervisor if the technician could not arrive within that window. Imagine my surprise when the technician arrived at my residence at 7:30am - a full 10.0 to 15.5 hours before the scheduled time window. Unfortunately, due to this fact, yes, I was unable to meet with the technician at this time because of the unplanned visit. Again, I cannot be - nor should ANYone be - expected to be available 10.0 to 15.5 hours outside of a scheduled window of time without previous notification.When the technician arrived that evening within the 5:30pm - 11:00pm window, he was very helpful and thorough, and he inspected everything and found the only abnormality to be a "higher than usual" hot water heater temperature that I had not adjusted in the 5+ years that I have lived at this residence. While he lowered the temperature, he also explained to me that he could not figure out why there would be such a significant - and sudden - increase with my bill, and simply explained that it must have been a "meter misread". To read this provided response and to say that the reason for my high bill (2x the normal usage) is due to a high hot water heater temperature that hasn't been adjusted in over 5 years is absurdly unfair and unfortunate. Upon receiving this month's bill, it is almost 3x what I have paid in the past for this same month (yet this year's temperatures are warmer), so this problem is not resolved. I have attempted to contact the business again to discuss this issue, and, consequently, do not consider this matter resolved.

Regards,

Business

Response:

As explained to Mr. [redacted] on numerous occasions, South Jersey Gas is a first response company. As first responders, it is impossible to predict gas leaks and emergencies that take precedence to an home energy inspection. Our technicians can not call more than 15 minutes prior due to said emergencies. We provided the call ahead as a courtesy. Mr. [redacted] was not only contacted by the technician, he was contacted by public relations (due to social media posts), customer service reps and 3 supervisors.Reaching Mr. [redacted] cell phone was met with his carrier advising the customer was not available for calls. Due to this, a supervisor asked for a landline number for contact.The supervisor who contacted Mr. [redacted] for his final appointment repeatedly advised Mr. [redacted] the company can not schedule appointments due to being a first response company. He did argue this point and was advised they would try to make it to the property between 5:30 and 11pm, however when SJG did that previously he turned them away because he was going to dinner. He stated beofre or after work, that nobody was home during the day. The supervisor who took that call got him on the truck as first appointment in case the techs were called to gas leak. When they arrived at 7:50am, he turned them away stating he was busy getting ready for work. They returned later that evening to complete the high bill investigation.Investigation: It was found there were no gas leaks, meter was in perfect working order, all appliances were functioning normal. The technicians did find the hot water heater was turned all the way up and they adjusted it accordingly.Due to additional social media complaints, on 01-22-15, Mr. [redacted] was again contacted regarding his high bill complaint. He was advised the technician found all gas appliance were safe, meter was functioning properly with no leaks, However hot water heater needed to be adjusted. The supervisor who reached out to Mr. [redacted], was advised his high bills did not begin until November when his heating season started. He was provided two state programs for additional in depth energy assessments ([redacted] AND [redacted]) and it was also suggested he contact his own contractor to clean and inspect heater/thermostat. At this time Mr. [redacted] stated he knew his heater was old (20 years) and may need to be replaced. He stated his programmable thermostat had not been inspected since her puchased the home.At this time, it is the customers responsibility as a prudent homeowner to have his appliances inspected and maintained. Since his billing concerns began at the beginning of the heating season, it is recommnded he have the thermostat and heater serviced. Also maintaining the thermostat between 65-68 will assist in lowering heating bills. Mr. [redacted] stated to supervisor he agreed and would have heater inspected due to age. ?

Review: I am on vacation in FLA from 3/24-3/27/15. On 3/25 I received a phone call from my roommate saying the gas is turned off and it's so cold in our home he can see his own breath. I called the number he provided me and it said it was not available at this time so I called SJG's customer service line where I waited on hold for more than 45 mins before I was forced to hang up to commence our days activities. Later in the day when I had time I called again, and again waited on hold for more than 45 minutes. These are not exaggerated times, I have the proof in my smartphone. My bill was paid up to the minute, every month, despite it being $300+ the last few months so I have no clue as to why the gas is turned off and I can't get anyone on the phone to explain or help me. I sent 2 emails since I couldn't get through on the telephone and have yet to hear back. This is our HEAT which makes our home livable, taken from us with no explanation and very little concern for our well being.Desired Settlement: I think in situations like this, immediate response from SJG to return service should be crucial. The fact that I have not been contacted before or after the gas was turned off is completely unacceptable. A phonecall or email alerting us prior to the disruption of service, as well as follow up communication should be mandatory. The hassle this has created in our lives should be addressed promptly, since it is a necessity to have heat in our home.

Business

Response:

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.

Consumer

Response:

Review: 10549676

I am rejecting this response because:I have called back several times now and left a message once. My time is too valuable to continue to play phone tag about a problem from 2 weeks ago that I was forced to fix without the help of the gas company. Terrible business etiquette.

Regards,

Review: SJG has worst customer services as its makes customers to wait over 1hrs before reaching to real person. Also, when going to a local location to reslove wrong meter reading every month, the local customer state to call [redacted] which never goes through.

Wrong meter reading is frad to rip off consumers.Desired Settlement: Better customer services to reslove consumer issues on real time.

Business

Response:

We are aware of the wait times to get through to the company and we are doing everything we can to rectify this situation. I did speak with the customer and discussed her billing. The readers have been going out every month and reading the meter. The customer provided a meter reading as of today that is in line with the prior readings.

Consumer

Response:

[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.]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,

Review: I have been a South Jersey Gas customer since 1998. Our property is located at [redacted] NJ. This is a summer home property.

I received two bills from South Jersey Gas over the course of two weeks in March for total charges of $587.69. This total was extremely high for our property.

After I received the first bill, I called the customer service number twice (###-###-####) and another two times when the second bill came a week later. I have copies and documentation of the timing of these calls. No one ever answered the phone; each wait time was longer than the last 12minute, 18 minutes, 19 minutes and then 20 minutes. I left a message for a call back. I sent an email through [redacted] All of this in an effort to discuss the billing and what was going on. Never as much as an acknowledgement.

I received a letter indicating a billing problem through SJG—again I called the number listed to speak with someone (###-###-####) no answer and no return call. I paid $200 on the bill and sent a note in for someone to please contact me—to no avail.

Today 4/10/15, I received a letter stating "less than timely payments"— and the use of the terms impairing my credit rating, field collection fee, and future terminations. I called the customer service number immediately and I purposely stayed on the phone to see if anyone would ever pick up—I was on hold without ever speaking to a person for 49:19 minutes. I made numerous calls through different avenues in SJG, (even through the gas line emergency line) I asked to speak with a supervisor or someone in charge and was told to go through customer service. Left another message today.

An earlier letter stated that SJG has a "system technicality"- There was no support, information or assistance from SJG. There cannot be anyone working in the customer service department during working hours that keeps the consumer waiting for 49:19 minutes. I hope the NJ Revdex.com can help.Desired Settlement: I would like to speak with someone directly related to my SJG account and see what is going on. As a courtesy, I feel like an explanation is in order.

Business

Response:

Contacted customer and went over bills. Scheduled meter exchange for 4/17/15 to have meter tested for accuracy.

Review: In 7/14 I contacted Gas co with an incorrect bill of $9,000. They advised me the meter was broken not to pay anything until a true estimate is done after a full replacement. After 4 appointments taking off work and them not showing and over a dozen phone calls with hour wait times - they have not resolved the situation and have since started sending out subcontractors again reading this "broken meter". on 6/2/15 the gas company rep now told me that the balance is due to estimated meter readings and not a broken meter but once replacement is done will have the meter tested and then will discuss the $10,000 balance. On 6/4 the 'subcontractor for the gas company (meter reader) came out. He was the usual guy on my route and has been doing the reading for over 3 years. He confirmed that he HAS IN FACT read the meter multiple times in the past 2 years. He informed me that when he DOES read the meter, it 'kicks' his reading out and forces an 'estimated reading'. Even today it did it. It sometimes accepts his 'forced reading' and it sometimes does not.

I'm worried that the Gas Co is going to try and hold me responsible for the $10,000 balance they are showing on my bill despite the fact that I have spent countless hours on the phone and taking off work waiting for reps to show up to do the replacement to fix this issue. - all the while assuring me that this is an error because of a broken meter.Desired Settlement: I want my balance brought to zero immediately and the current date of 'full meter replacement' Friday June 26th to be honored and not cause me another loss of a day's work.

Business

Response:

Meter is scheduled to be exchanged on 6/26. We will verify index and have meter tested for accuracy. A hold action is noted on the account and the service will not be interrupted.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It has been a year of me trying to get this appointment despite no cooperation on their part. Multiple representatives told that the meter WAS BROKEN, not that it 'needed to be tested'. I feel as though this is a scam as they repeatedly give misleading information. I would like to reevaluate this complaint once the Gas Company finally DOES come out and credit my account the full balance they claim is owed.

Regards,

Review: This is with regards to my account [redacted]. First, the address should have been changed since August 20, 2015 to [redacted]. I hope the change of address be made as soon as possible.

Second, I would like to inquire why I am paying for a Service Sentry Installment of $64.07. I did not opt for this and this shouldn’t be charged to my account. Please refund me for the previous charges of Service Sentry Installment that I have paid in the past. I am very diligent in paying my South Jersey Gas Bill but I do not want to pay anything that I do not need. I hope I will get the refund and changes on my billing shall be made.

I have emailed and called the company several times about this but I get no reply and no one picks up the phone.

I hope this time my concern will be take into consideration and action shall be taken.Desired Settlement: Please refund me for the previous charges of Service Sentry Installment that I have paid in the past. I hope I will get the refund and changes on my billing shall be made.

Business

Response:

Left detailed voicemail stating SJG is printing agent only for Services Sentry. Provided service Sentry phone number for customer to reach them to cancelled o discuss charges. Also asked [redacted] to call customer service to verify and update billing address for [redacted]. Will try again on 12-21-2015 to verify address.

Review: I have been trying to reach south jersey gas for over a week now and cannot get through. I remain on hold for 25 and 30 minutes and no one ever answers. I have called no less than 10 times and it's the same every time, just a recording loop track. I have sent an email to them about this and again received no response.Desired Settlement: I would like someone to return my call or give me a number I can call that is answered in a timely fashion. I have been calling [redacted]

Business

Response:

Left messages on 6/5 and 6/16 with direct phone number for customer to reach me.

Review: When having the new gas service installed we supplied proof of credit from and existing utility for a $200.oo credit. We were told that they received the proof credit but were billed for the $200.00. When several calls were made to the company the told us we didn't owe the $200.00 and that is was a glitch in the system. We have since received two notification that we are delinquent on our account and our service will be shut off. I have tried several time to call and am left on hold for hours. We can not get this issue resolved and will be force to take legal action.Desired Settlement: Clear the $200.00 off our bill.

Business

Response:

Contacted customer and advised deposit was removed from the account and new bill sent out last night will reflect correct balance.

Consumer

Response:

[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.]

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,

Review: On Jan. 27, 2015 I tried to schedule a payment for my gas bill of $47.52 due on Feb. 6th to South Jersey Gas on this computer. Their computer said the payment could not be processed, so I mailed a check [redacted] the same day so payment would not be late. On Feb. 3rd they cashed the check & on Feb. 9th they put through the payment they said couldn't be processed. This caused my checking account to be overdrawn & I was charged $35.00. For the past 10 years or so I have always scheduled my payments a week in advance, and they were processed on the due date, not after the due date. I have tried on numerous occasions to contact the gas company regarding this matter only to be put on hold for 45 minutes or longer before I finally hung up the phone. Today I finally got through, and they told me that it was my fault that I paid the bill twice, incurred an overdraft fee, did not cancel the payment that wouldn't process, and the best they could do after being rude to me for over 1/2 an hour was they said they would split the fee with me, which in and of itself is an admission of guilt. I would close the account if there were any other options, unfortunately they are a monopoly, and there are no other carriers of natural gas in south Jersey.Desired Settlement: I would like my bank overdraft fee refunded.

Business

Response:

Left message for customer advising will allow the full $35.00 and look into the issue with the company that handles our online payments. Provided my phone number to reach me with any addditional questions or concerns.

Review: My residential account with SJG has been incorrect since October 2014. I have been charged odd amounts even though I am on their equal payment plan. Some past payments have not been credited to my account. I have tried repeatedly to try and resolve via telephone but have spent a total of 3+ hours on hold with no resolution. New bills increase in amount every month.Desired Settlement: I would like for my account to be fixed properly. Going forward they might want to entertain thoughts of improving their customer service system.

Business

Response:

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.