South Jersey Gas

Review: I called South Jerse gas to have gas service turned on at our business address. I was given a 13 hr window until 11pm for them toarrive. I called 3 times that day to confirm they were still coming. At 930pm I called again and got dispatch with sorry sir your not on our schedule call customer service Iin the morning. 13 hrs waiting. Couldnt leave couldnt. Go get dinner and can go see myfamily. No calls from them or nnotification they were cancelling just a no show. The second day I call customer service amd they set up schedule again for that day. Again window from 830am to 11pm for them to arrive. 3 calls again to confirm and guess what? No show no cancellation. Today is day 3. I call again first thing in am. Again scheduled for today 830am till 11pm window for them to arrive. I call again 3 times to confirm they are coming. Again no call and no show. I call dispatch at 830pm and they say sorry they didnt get to it call customer service in am and shoot for a 4th day to have gas services turned on. How many times do I need to sit and wait. I have asked 7 times for a supervisor and each time told they are not available. They said the supervisor would return my call and took my contact info. Guess what? Still havent heard from a supervisor. My office is 40* how long can this go on? Theres nobody else that can turn my gas service on either so im pretty much screwed.Desired Settlement: Have gas turned on immediately. Provide the customer service we pay for and expect. Have other choices in the state provide hands on installation/service instead of one monopoly or dictatorship who obviously doesnt give a rats [redacted] cause they have the entire state locked up.

Business

Response:

[redacted] contacted South Jersey Gas on 10-09-2014. Services were shut off for non payment on 06-13-14. Mr. [redacted] was advised $975.39 was needed for restoration.On 10-21-2014, Mr. [redacted] called with confirmation number and appointment for restoration for non payment. Mr. [redacted] spoke to Supervisor Mr. [redacted] on 10-23-2014. 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 10/23 and 10/24 services were unable to be restored for non payment until 10/25/14.

Review: On October 3, 2014 I made a payment of $130 from my credit card along with an additional $60 payment from the same credit card 28 days later. When I received the following months bill only the $60 payment was posted. I have contacted SJG twice by email and once by phone with no results and replies. They refuse to talk to my wife about the issue due to me not being home during their hours of business. To date I have had no reply from SJG other than a second copy of my current bill still without my $130 credited to my account. SJG accepted my $130 payment as it has never been refunded back to me. In my emails to SJG I supplied them with account numbers, transaction IDs, and confirmation numbers.Desired Settlement: All I have been asking SJG to do is to locate my payment and apply it to my account. Why I have to go to this length and to wait this long for a simple request is beyond me.

Business

Response:

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 $130 was posted to [redacted] account on 10/07/2014. This left him with a credit on the gas balance of $119.40 and a $3.96 credit on his equal payment plan. The october payment was received after the 09/29/14 bill date. The credit is reflected on the bill dated 10/27/14.The customer has enrolled in an equal payment plan (budget) of $142.00 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: SJG has not credited my account for the 130.00 as they claim they on October 27, 2014. I have attached the bills given to me by SJG showing payments credited to my account for 150.76 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 $60.00 payment I made on the October 31, 2014 on the same Credit Card Account 28 days after the $130.00 payment was made ( $130.00 Payment made on 10/03/2014).As you can see from the bills the $130.00 is not posted on any of the bills. I have also attached on the bills the Transaction ID's and the confirmation numbers for the payments made. This information was given to SJG and they refuse to credit my account.Also on the date 12/04/2014 @ 12:31 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 on. Furthermore 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 12/01/2014 @ 12:46pm after 45 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-8:00pm. My wife informed them that I am not available during these times and will not be able to contact them. This is the reason I cantacted via EMail and expected a response in the same manner whichI never received. I 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 4-5 years ago my wife contacted SJG about someone changed my account information to a PO Box instead of my Rural Route mailing address. SJG assisted My Wife in correcting the address and the billing information. WHERE 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,

Business

Response:

Please see attachment indicating $130 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 5 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.

Review: I have been getting an estimated bill since I have gotten service from south jersey gas. I moved in on august 1,1014.took until November 15,to finally get turned on. now they have said to me when I went in person that they were reading the meter. I just got a bill in mail for,(1,321.97). in one month? come on now.I cant see why this bill can be so high. how am I supposed to pay this? also,they are charging me more for delivery charge than my gas usage. I don`t understand. I have been calling them for three days now to get some help.but I have been hung up on,or sat on hold for 2& 1 half hours with no answer.I work all day,I cannot afford to sit on hold all day¬ get a response.Desired Settlement: to get bill corrected& a phone call to fix situation.

Business

Response:

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 readings. The system was billing for zero usage during those months. Once the issue was fixed he was billed for 5 months at one time. He will make a payment and we will split the remaining balance into 6 months plus the current bill.

Review: south jersey gas has estimated my bill and I can not get anyone on the phone at this company. I have been in the phone on hold with south jersey gas hold time and each time when I was up to about 40 minutes on hold each time I got disconnected. All together about 10 times within the last week and a half. Then I call again this morning and there automated system said they have unusual high call volumes and I can receive a call back today, tomorrow or Friday. I put that I wanted to receive a call back today of course and the automated system said it has no open times for a call back today. I need to know what's going on as to why my bill is estimated and I need south jersey gas to know they will not b receiving a payment from me until my bill questions are resolved.Desired Settlement: I need to know what's going on as to why my bill is being estimated. It needs to be dropped down to its normal amount.

Business

Response:

Several attempts were made to contact customer by phone but no voicemail available to leave message. Sent email to customer on 4/10/15 and received response back on 4/17/15. Responded back to customer's email on 4/21/15. I offered payment arrangements. Customer has received all verified meter readings and usage is in line with prior years. Waiting to hear back from customer.

Review: South Jersey Gas took it upon themselves to guestimate how much they thought their customers bills should be for several months in the winter. I put my actual correct and current meter reading into their automated system twice. And yet they continue to send me a bill for an exaggerated amount. I live in a small mobile home, and quite frankly, couldn't use $989.47 worth of gas in 6 months if I tried to. The only thing that natural gas in connected to is the stove and my heat. Even still I didn't use that much gas. I have lived in my house for 4 years now and not once has my bill ever been this high. I have now tried to contact customer service by phone and by email. I have sat on my phone for 3 hours and 10 minutes the first time and 3 hours and 46 minutes the second time. That is just unacceptable. They claim they are implementing a new customer service system, yet they never come to the phone. I than emailed the customer service center last week. And I have yet to hear a word from them on that.Desired Settlement: I want my bill adjusted immediately. I am not paying another cent to SJ Gas until my bill is properly adjusted. In the future they should send their technicians come out in the scary winter to read our meters properly instead of guestimating someone's gas usage.

Business

Response:

Contacted customer by phone and email. Advised all readings were verified with the exemption of her February bill. February bill was estimated lower than what Januarys bill was. March bill made up for the usage for what the customer used in February. Went through all bills and payments since December. Offered customer arrangements of $110 plus current bill. Compared usage from last year to this year. Usage is in line.

Review: I have contacted South Jersey gas several times to have Gas turned on in my unit in Lindenwold NJ. I have emailed and called , you wait on hold for hours, and when you finally get someone they help you but then they tell you that someone will be out to turn on the gas from 8-11 at night. I had someone at my place from 8am until 10pm last night and no one showed NOR did they call! I am furious by the customer service but yet they want their money for services? What services, its upsetting to say the least. SOmething must be done.Desired Settlement: I would like the gas turned on so I can get the furnace checked, I would like to have compentant people come out that know what they are doing and at a reasonable time of the day. Not 16 hours waiting period. its insane, thank you!

Business

Response:

Left message for customer on 4/23 to contact me back directly. The gas was turned on 4/21/15 in her name. It appears the issue has been resolved.

Review: We just moved into our new place and our landlord told us we need to have all utilities in our name within the first 3 days of moving. We attempted to fill out 2 forms for service in our new place. We also called 3 times. The wait time for someone to answer the phone was around 2 hours. When we finally spoke to a representative, they had told us there were red flags from the previous tenant. We are guessing there is an outstanding bill. Well with that being said the are giving us a hard time about turning it back on. We sent our copy of our lease to them with our NJ licenses. We attempted to call them again on 6/2/2015 which is response the line was busy again. We finally heard back from them and they had told us it would be sometime next week that our gas would be turned on. This is unacceptable. I am highly frustrated because not only am I paying for rent and other utilities, we now have to go spend more money on take out food(no gas), taking showers (no hot water) at other peoples homes, and doing laundry at a laundry mat(again no hot water for washer machine and no gas for the dryer). This is completely unacceptable. I would like some sort of response by the end of the day. Please and thank youDesired Settlement: I need my services turned on. I am not the previous tenant and I am not paying the outstanding bill. This is between the landlord and the last tenant.

Business

Response:

Contacted customer and she emailed me copy of lease and id. Issued turn on for 6/5/15 with a morning request.

Review: I had complained to South Jersey gas for 2 years after I came back from Hurricane Sandy. Regarding my meter. The charges were double once I came back, which I was out of my home for 3 months. I complained about the meter not being correct no way I should be paying $200 for my little apartment. My bills were never more than a $100 during the winter months and in the $20 during the warm weather. Its took me contacting the local board of utlitlies to make them replace the meter. 10 weeks later telling me nothing wrong with the old, which I know its a lie, my bill went down the normal amount once the new meter was put in. They lie, break agreements, rude, they threaten. I wish I had recorded these calls. Bottom line is I know what my bill should be. I have a skin allergy and cant take the heat, so I keep my temp 65-67. There was a big problem last January-February they were charging customers 1500 - 2000 month bills. I glad I was not the one they tried that with, the local news and the next start news reported what they were doing. The Board that I had reported were lied to by them but they did not investigate they just took the gas company their word. I was not surprise cause they would have owed be 2 years of over charges. if there was another gas company I would have gone with them, we are stuck with them, so I guess is why they get away with this practice. I do not understand how we only have one gas company? Other utlilties you have a choiceDesired Settlement: they are investigated and are watch closely and I get a refund.

Review: My meter needs to be replaced. I have emailed three times and called. Twice now I have made an appointment for a serviceman to come out and replace the meter 10/6, 10/13 from 8am until 11pm an adult over 18 had to be home. I missed two days of work. The first time no one showed I called and they said the appointment was scheduled but never processed. Now this second time no one showed again. I cannot continue to miss work and sit at home for 15 hours. Twice this had happened. I truly have no recourse because I need heat. THen they tell me they will adjust my bill for the gas I've used since the meter has been broken. I haven't used has because it's been summer time and I have no utilities except heat that use has. I believe I should be spoken to regarding this before I'm just randomly charged whatever they feel like charging for a service I don't use in the summer. This is very poor business practice in a company that has a monopoly so consumers have no recourse.Desired Settlement: I want the meter replaced immediately. No more sitting around with a 15 hour window of service time. I need no more than a four hour window and they need to come when they say they will. I've made two appointments, follow up on the appontment. I would like a summary of their estimated usage sent to my email prior to being charged. And I want to know the dispute process of they attempt to charge me for gas I haven't used.

Business

Response:

Spoke to [redacted] on 10-22-2015 5:13 pm. Reviewed her bills and usage. Meter did not register usage since 04-2014. Scheduled meter exchange which was completed on 10-28-2015. Advised sent to outside company per BPU guidelines. 6-8 weeks for results.

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: Customer service is horrendous. Customer service representatives are rude and keep people on hold for hours. After countless call to remove hundreds of dollars in charges and finally getting them removed I was issued a new account number and the charges reappeared along with a discontinuation noticeDesired Settlement: Complete overhaul to customer service department along with compensation for the hours spent on the phone resolving the issue.

Business

Response:

Spoke with customer. He previously spoke with a supervisor and had the issue taken care of. Customer sent letter of credit from previous utility to have deposit waived.

Review: I received an April bill which is three times higher than the highest bill I've ever paid with South Jersey Gas. The bill was $603.09 (my highest previous bill was $202), and this is for a home that we don't even live in so we keep the temperature low. When I called to inquire about it and finally got through to a representative after two days, I was told that I was one of 12,000 people who were impacted by an error that South Jersey Gas has admittedly made. Apparently the meters were reading incorrectly, or something like that, so as a result the April bill was to "catch up" for the incorrect readings in previous months. The representative with whom I spoke admitted that it was a South Jersey Gas error. When I asked whether the company was doing anything to mitigate or help defray the exorbitant charges for people, she said they were offering people the option to pay the bill in installments. This just isn't right. I don't know how people on a fixed income will be able to pay these high charges. South Jersey Gas should be held accountable for their mistake, and should be sharing in the expense "pain" that they're imposing on their customers. Can you please help? I can't believe that I would be the only one raising this complaint given the number of people impacted, so I'm really hoping there will be power in numbers.Desired Settlement: I believe South Jersey Gas should absorb 50% of the April bill for people impacted by their error. Notice of this reduction/refund should be accompanied by a sincere apology.

Business

Response:

Contacted customer and advised that she was billed for 3 months of estimated readings although the meter reader was obtaining actual meter readings.There was an error in the system that wasn't picking up their readings. She was rebilled to show the actual readings which generated a high bill. She was offered an arrangement to pay the balance over 6 or 9 months but declined.

Consumer

Response:

Review: [redacted]I am rejecting this response because: While I appreciate the quick response from South Jersey Gas, I feel they should have 1) recognized the error much sooner than they did; and 2) shared in the cost burden for their customers. In my view, it's totally unacceptable to impose an undue burden (cost, stress, time) on approx. 12,000 customers without some type of significant remuneration to share this burden. Regards,[redacted]

Review: I have been trying to get a hold of South Jersey Gas for well over two weeks for them to reset my password so I can pay my bill online. I have called numerious of times I would say over ten only to be placed on hold for over a period of 45-75minutes. Two of the phone calls after waiting nearly an hour I was told they had to transfer me or get in contact with the website department only to be hung up on. Another time after waiting over an hour, I finally got a rep and they said they would contact the web department and get back to me they got back to me and said they can only help with a temp password and when they called back it was not at the time I agreed and I was no where near a computer so he said he call me back and we agreed on a time well they never did this was over a week ago. I emailed their customer dept on Friday 2/6/15 explaining all this and was hoping to get a respond back maybe through email nothing. I called today to try and the message says the hold time is over 75 minutes and when it says do yiou want us to call back I push that option and it says it cant. I mean really this is absurd, all I want to do is see my online bill and pay it but I will not until I can see why my bill went up so much.. to absolutely have a company that does not respond and has not provided customer service in over two weeks with numerous of calls and emails is ludicrous.Desired Settlement: I want to be contacted and my account reset and a password I can establish to be correct so I can see my bill pay it and have access to my account to pay the bill in the future.

Business

Response:

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.

Review: South Jersey Gas is overcharging its customers, imposing fees for admitted errors in readings throughout winter of 2014-2015. My bill has gone from $44 in October to $85 in November to $209 in December to $408 in January to $574 in February to $548 in March.Desired Settlement: Billing adjustment to reflect accurate reading and invoice for actual services provided.

Business

Response:

Left messages for customer 4/13, 4/14, 4/16 and 4/23. Provided direct phone number for customer to reach me. [redacted] is not on the account or authorized to speak on account. Will need to have customer of record contact us to discuss any account information. Can only provide her general information.

Review: Our gas bill fluctuates way too much, and in April, we received a bill for approximately 4 times more than normal. We tried calling, and there was a busy signal every time. I also emailed, and still have not received a response from my April email. We ended up receiving credits for a few months, because they must have realized their mistake. Yesterday, we received a bill for 3 times more than normal. Again, we tried calling and got busy signals. I emailed again, and finally reviewed them on Facebook, since I had researched reviews, and this seemed like the best route. I got a call today from someone at the company saying that the reading was incorrect (although the bill says that it was an actual reading, not an estimate). My frustrations relate to this company's horrendous customer service, as well as to my concern that we are being ripped off on a monthly basis, and there is no way for me to know for sure, since they regularly mess up readings.Desired Settlement: In an ideal world, this company should no longer be in business. However, the desired outcome is insurance that these false readings will not happen again and that their customer service department improves. If the issue is relating to staff training or faulty equipment, they should take the appropriate steps in making improvements in order to prevent inaccurate readings. I understand that mistakes happen, but when it happens repeatedly and they do not even let their customers know of their mistake, problems escalate.

Business

Response:

Bad reads submitted by Millennium were corrected SJG has made Millenium aware of the bad read reported. The account was rebilled to reflect the correction, thus sending [redacted] a new bill.SJG has recently hired an outsource company to assist with the overflow of calls. They have also opened the phones on Saturdays between 9-2pm. In addition, the employees are working mandatory overtime and 1 Saturday a month to provide additional customer service. Social media is available via Twitter and Facebook. The call times have reduced due to the additional staff hired.

Review: I was a customer of South Jersey Gas from December 2010 until the end of July 2015 when I moved my residence to [redacted] At the time I moved I had a credit on my account of $769.07. When I contacted gas company to discontinue my service I requested refund of my credit balance. On 9/3/15 I spoke to [redacted] in Customer Service asking where my refund was. She said she would process my request and it was going to take an additional three weeks. Three weeks later and I do not have a check. I called Customer Service a third time and after being on hold for 50 minutes I spoke to a woman names [redacted] who stated the computer indicated my refund was processed on 9/21/15 but had no idea when it would actually be sent out. It is 10/5/15 and I still have not received my money! It has been a total of 10 weeks without my money.Desired Settlement: Expediency for me is clearly not an option at this point, but I would like my money sooner rather than later. Preferrably with 2-3 months interest attached to it.

Business

Response:

Customer was advised via BPU complaint check [redacted] was issued and mailed on 10-26-2015.

This company is dreadful to deal with. They are a monopoly in the area being the only provider of gas so unless you have alternative energy sources you must deal with them unfortunately. Their customer service is awful. They have made multiple mistakes on my behalf and have done nothing to fix them.
When switching my account to a new residence, they created a new account, but didn't think to cancel the old one. I got charged for that which is especially annoying considering they take 3 days to turn on or off any service even though they are a mile down the street. Not only that, but I even called back a second time just to make sure that they wouldn't screw up, which they did, to verify that my appointment for the new house was scheduled and that the old account was deactivated (this was where I learned that the old account wasn't closed).
To further this, a week later the gas on the new house still wasn't turned on. I had to wait the weekend to call back on the next monday to learn that they messed up again and turned OFF the service that I wanted on and they turned ON the service that I wanted stopped. I only learned this after having to argue with the customer service representative enough to the point where she had to speak to a manager.
So after being charged for 2 accounts and not having gas at the correct service which hindered my houses ability to pass inspection because they take 3 days to do anything and screw up multiple times (3 screw ups X 3 days = 9 days of waiting not including weekends), they finally agreed to send me a technician finally. Did I mention that they, as a company, overcharged a bunch of their customers last year by thousands of dollars? They are a terrible excuse for a company using the fact that they are a monopoly to provide sub-par service.

Review: We have received two consecutive bills from south jersey gas that were extremely inaccurate. One for $6,070.36 and One for $6,996.75. Our typical bills were $85.00 during the winter. I have called repeatedly, and can not reach a human on the phone. They finally contacted me about the first bill and said that it would be corrected with the next meter reading. I sent them another $85.00 so we would not be delinquent. However, the second bill arrived with another outrageous amount (see above) and a late fee of $39.20. I sent in another $85 with a note for them to call me because their bill is a mistake, but still have not received any calls. I also went on their website and filled out a request to be contacted. I do not want this to continue each month. Perhaps we need another meter. Can you please help us?Desired Settlement: We would like to have our bills corrected. Perhaps we need a new meter.

Business

Response:

Left message and sent email to customer advising incorrect bill due to bad reading on 3/5/15 due to inclement weather. When we read the meter again in April the read rolled over instead of adjusting out the March bill. Advised customer will be receiving new bill in the mail.

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: At the beginning of this year, (I receive bills electronically) I did not receive a bill for one month but received the next month a bill that was double the amount of what I pay for a monthly payment. I called customer service and they told me it was a glitch in their system. I asked if the payment could be broken down over the next few months to $97.50 a month instead of the doubled bill in full and the representative agreed to that.

I made 1 payment successfully but the next 2 I had returned to me. I called customer service and spoke to 5 different people and also sent about 4 or 5 emails. Didn't receive any email response. 4 of the 5 rep's told me it was an issue with my bank finally the 5th person told me I had entered in the wrong account number. This process took almost 3 weeks. There were 2 $19 fees added to my balance because of the returned items and I am unsure if they were rescinded as the rep told me if I made the payments (which I did in the following weeks), the fees would be taken off my balance. I was on an equal payment plan at the beginning of the year before the "glitch" which doubled my payment and the balance has been accruing since then. I spoke to a [redacted] last week on the phone and told him what has been going on in the past few months and he told me he would put me back on the equal payment plan. I checked my account since then, and I am not on the equal payment plan. I called a rep earlier this week and informed her of what [redacted] told me, and she said I do not qualify for the equal payment plan and was rather belligerent to me over the phone. I have been receiving threatening letters saying that other fees are going to be added to my balance or my service will be shut off if I don't pay the balance, which I can't do in full right now, but even though I'm been making payments and attempting to keep in contact with customer service. The majority of the time I've called then and explained to them the situation, they've been dismissive.Desired Settlement: - To be put back on the equal payment plan (my bills are lower during the spring/summer so if there is a set amount I can pay each month, I will be soon able to pay off the balance in full)

- To stop receiving threatening letters even though I'm keeping in touch with customer service and am making payments.

Business

Response:

Left a message and emailed customer advising both $19 fees have been removed and rolled balance back into an equal payment plan/budget of $70 starting with his June billing.

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: My issue has been ongoing since last year. I've called on numerous occasions and requested a full disclosure and breakdown of my monthly bill each month, rather than, complying with their supposedly new and improved online system. I cannot operate the system and every month I have to call and speak to a rude person telling me the issue is my own fault?????? I have yet to receive a bill in the mail. The only thing I do, however, receive is an email occasionally telling me what I owe for the month. No breakdown of charges, no account information, etc. I called last month and the automated system advised that I owed nothing and had a zero balance. My husband new this had to be incorrect and paid $90 dollars anyway (which is very high). September I get an email telling me I owe $74? Again, no breakdown or recent payment received information. This has been going on for a year now and I'm growing increasingly frustrated. I don't have the choice of choosing another electric company either. Atlantic City Electric is a monopoly and they know it!Desired Settlement: I want my bills mailed to my address each month!!! Dating back six months!!!!

Business

Response:

South Jersey Gas can not supply information regarding Atlanctic City Electric. We are not affiliated and do not have access to their records.

Review: Our bill jumped to $361.67 because the meter readers were estimating what our usage was and never once in over 10 months got an actual reading. So they "estimated" what they thought our bill should be PRIOR to our next meter reading. Not once was I contacted to tell me that there was a problem with getting actual meter readings, regardless of the fact that my phone number and email address are on our account information. 2 emails were sent with regards to this bill prior to the due date, and were never responded to. The extraordinary long wait times on hold (45mins plus) make it almost impossible to resolve these issues. If the meter readers were having a hard time getting a reading, they should have notified me through a phone call or email, and this issue could have been resolved. No contact for 10 plus months is unacceptable.Desired Settlement: I would like this bill resolved, as it is not fair business practice to lay the responsibility of someone not doing their job, or notifying any superior as to the issue at our address. The fact that it's has gone on for over ten months is irresponsible and unacceptable. If your meter readers "estimates" were that far off, I would like to know what training your meter readers have to estimate what a family of five's gas consumption is, and what protocols were not followed in the communication chain. I think a fair resolution to this bill is we'll pay half of the amount, sjgas gets an ACTUAL reading, and I think that I wireless metering station should be installed so that this doesn't happen again.

Business

Response:

[redacted] was advised meter was estimated because Millennium (the company that reads the electric and gas meter) did not have access due to gate being locked. [redacted]s advised he has relocated his fence for access. Millennium was sent a fax on 09-14-2015 to advise customer has corrected fence issue.He states he was upset because he was never notified of access issue/estimates. Access letters were mailed on 03-04-2015 and 05-05-2015. Also made him aware that it is printed on his bill every moth if the reading is estimated or actual reading.Advised him Millennium may have to perform estimates in future based on weather. Instructed him how to enter a customer read onlin or over phone. Resolved?