South Jersey Gas

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: 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: 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: 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 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: october of 2012 I signed up for a service contract costing $ 119.88 sjg billed me $ 239.76. double the price of the product. I than found out that south jersey gas was not the actual supplier of the service and they gave me the telephone number of [redacted]. I called [redacted] and canceled the service . they said they would have it removed from my bill. the charge $239dollars.88s is still on my bill almost 1 year later I have made numerous calls to s j gas and also [redacted] sj gas tells me the problem is with [redacted]. and gave me telephone numbers of the person who is resposible from [redacted].andhis supervisor . they arexxxxxxxxxx ext [redacted] mr [redacted] and xxxxxxxxxx ext [redacted] mrs. [redacted] . I have called there number on 4 occasions each over the course of 2 weeks they have not answered or returned my calls. 1 yearlater I am still charged for a service I canceled and did not recieve.Desired Settlement: [redacted] gas remove the charge from my gas bill. [redacted] return my 239dollars and 76 cents. applogy from both companies my monthly charge with [redacted] gas be reworked to the proper amount.

Business

Response:

I looked at Mr. [redacted] account again, and he was charged

$239.76 from [redacted](the warranty program ran by

[redacted]. However, he did not pay that amount because he cancelled it the

next month. He paid his $74.00 budget amount with SJ Gas. When I spoke to Mr.

[redacted] he stated if you add up his charges and his payments, it doesn’t add up

right and that’s how he knows he paid the $239.76. I put his charges and

payments on paper for the time period of September 2012-September 2013, and the

corresponding bills (see attached) for your review. Mr. [redacted] was on an Equal

Payment Plan for budget billing, but the rectangular box next to the bar graph

will depict his actual gas charges.

He was charged for that year: $1234.80

He started the budget year with a $30.90 credit

He received 1 credit from the gas company of: $30.36

And his payments for the year totaled: $1265.72

This

shows he has a credit on his account of $92.18, which is the exact amount his

gas credit is in our system. His billing is accurate to date.

Review: My husband and I bought a house. We had SJG transfered into my name on March 13, 2015. When I received my first bill a month later my charges were $372.00. For one month. Given , we did not even move into the house until about the 23rd o March because there were needed renovations that had to be done prior to us moving in. My first conversation with a representative the day I was transfering services, they never informed me I should check the meter and call them with a reading, which I would have gladly done. I figured they would come and check the meter the day it was to be transfered over to my name. Well upon calling SJG and speaking to 2 different people on 2 occasions I surprisingly found out that upon switching the gas in my name on the 13th, they only take a PRO RATED estimate of the meter and charge me from there. I found that to be very unjust and wrong, because prior to the gas being on, the house was FREEZING. The day the gas was put on from the very beginning in the real estate agents name, the whole house had to be heated up and kept at a normal temperature because of the fact that there was a lot of pipes that had cracked during the winter. No one lived here the whole winter, therefore there hadn't been any heat on. I know it took a lot of heat to warm up this house to a normal temperature. The heat then stayed on a normal temperature after that up until it had been transfered to my name. I am sure of this because my husband was the one here doing repairs on the house so we could get to closing. When I told SJG my situation, they told me that was SJG procedure,to take a PRO RATED estimate of what the meter says, and there was nothing I could do to change that. Yes, it was March, and it was cold but it was half of March and half of April. The heat wasn't on high every day as if it was January or February. I just don't think it's fair that they are allowed to just take a ESTIMATE, when they don't know the situation. They have no way to tell how much heatDesired Settlement: I would just like them to adjust my bill accordingly and at least meet me somewhere. I understand I did use gas during the month and I am responsible for paying something, but it shouldn't have been based on an estimate.

Business

Response:

Contacted customer and advised a meter reading was received on 3/12/15 and she started service in her name as of 3/13/15. Rebilled with reading from 3/12/15 and advised customer will be receiving corrected bill in 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: South Jersey Gas migrated to a new online billing system in September 2014. When trying to create a login, the system would refuse to accept my password even though the password creation system indicated that my password met all their requirements. I tried calling their customer service tel# many times and remained on hold for hours, no one ever answered the phone. I then sent an e-mail to only receive a response 10 days later with information that did not resolve the problem. After many additional e-mails (and long response times) they realized that there was an error on their end. So I finally was able to create an online login. When I received e-mail notification of new account balance, I tried making online payment but the system does not allow me to login. When I eventually selected 'forgot password' (as it was not accepted the password I had used to create the account) the system did not want to recognize my account number and therefore could not send me a reset password mail. I sent an e-mail to the company (as telephone calls were again not answered). I received an e-mail several weeks later stating that I have 19 minutes to access my account and reset my e-mail. By the time I received this e-mail (I was in business meeting), this time period had lapsed! I have sent repeated e-mails to send me a paper bill and I received a response that this is not possible. I need to login and change my account preferences. I told them that I cannot access my account online. I have sent repeated e-mails to help me resolve this issue but no response. The customer service of this company is truly non-existent!Desired Settlement: 1) Change my account settings so that I receive paper bills from now on. I do not longer wish to work through their online system as it is completely unreliable

Business

Response:

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

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 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: 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: 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: 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.

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: 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: 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: 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: 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,

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: 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: Since moving into my new home SJ Gas has failed to provide me with a timely bill for usage. I did not receive a bill for months and then was issued a bill in May for close to $1000 with no support on how the amount owed was determined. I have made numerous calls (each ranging from 2-3 hrs of speaking to a new person on the issue) to the company to simply obtain support for how the amount owed was being determined and how the payments on account to date have been applied. Each time I was told their supervisor would call me back and I never receive a call back. I was able to finally obtain some support for how the amount owed was determined and a portion of what was owed was calculated on a meter that was not even associated with my property. I was assured that may account would be audited and adjusted as appropriate but this has been going on for at least 3 months now and the company is now threatening me to send me to a credit bureau. I am happy to pay what is owed, however, I believe I should be entitled as a customer to understand and have supporting documentation for the charges that are said to be owed. They are sending me bills that simply only say pay this amount with no details of how the amount is determined which changes with each bill. I find it hard to get comfortable paying for something that I have no idea if it is correct.Desired Settlement: I would like my my account audited and reconciled reflecting usage charges and the payments made to date to it, to prove and provide supporting documentation of the balance owed.