Southern Connecticut Gas Company

Over and over again I see the deterioration of SCG customer service. They claim they send bills and notices. Albeit 10 days for a mailed bill is extraordinary. Recently, they claim to have sent a shut off notice- however this is the 3 rd time they claim to have sent one- yet I’ve never received any such notice- and more pointedly- there is NO SHUT OFF NOTICE indicated online in my account. Now- fast forward- they have helped themselves to an unauthorized payment of a balance that was owed a MONTH AGO, using one of my debit cards - Unauthorized! AND to boot- I’d made payments on the account so the balance was current yet they processed a payment I did not authorize. I am livid at the sneaky and illegal actions this company takes.

Revdex.com Complaint Case #: Consumer: Christopher Berry This letter is in response to Christopher Berry’s complaint regarding “Billing or Collection Issues” for [redacted] Ave Bridgeport, CT 06516; account # [redacted] A review of the work orders and service schedule is complete and in MrBerry’s case, Southern Connecticut Gas Company (“SCG”) internal process failed We take this issue very seriously and are looking into improving the process to avoid any future issues Due to the customer’s inconvenience, SCG has credited all labor charges plus tax to the referenced account above These adjustments will be appearing on his next month’s statement The customer will only be charged for parts plus tax A Supervisor contacted MrBerry by email on April 7, SCG apologizes for any inconvenience that the customer has experienced Deborah Lisi Supervisor, Customer Relations Southern Connecticut Gas Company

June 23, Revdex.com Complaint Case #: [redacted] Consumer: [redacted] RE: Account # [redacted] This letter is in response to [redacted] complaint regarding “Gas Service” for [redacted] **.; Account # [redacted] Southern Connecticut Gas Company (“SCG”) was contacted by the customer on March 28, to start service at the reference account The account balance was reported to [redacted] on 8/8/stating the following: Reported to Credit Bureau Account Days Past Due DatePrior to the balance being reported, SCG is showing two (2) contacts made by the customer ;8/2/ and 3/28/Neither of these contacts references any information regarding web site issues and/or payment issues On a monthly basis, the customer receives either a paper or electronic bill The customer signed up for online billing on 8/25/and a bill was generated each monthThe bills were being sent to the email address [redacted] By the time of the enrollment, the account was reported days late If the customer tried to contact SCG by email regarding their online account and did not receive a response from the Company, the customer could have contacted the Call Center by phone The Call Center is open Monday through Friday from 7:30am to 6:30pm except holidays The customer can put in a dispute in with [redacted] but SCG reported the debt correctly SCG will contact [redacted] to verify that the debt shows an updated status now a $balance [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company

Revdex.com Complaint Case #: Consumer: Kurt Leidecker This letter is in response to Kurt Leidecker complaint regarding “Billing or Collection Issues” for [redacted] ** [redacted] A review of the notes associated with this complaint has been completed, and below are my finding MrsLeidecker was contacted by a Supervisor (prior to receiving this complaint) and was advised of the situation The Supervisor contacted the Credit Department and an “AUD” form was submitted to clear the account referenced above of any negative credit reporting On March 7, Mrand MrsLeidecker were sent a letter for their file advising them that the gas charges/balance under the referenced account number were sent to Experian without their knowledge By the time that this complaint from the Revdex.com was reviewed, the issue has been resolved and the customer is pleased with the outcome Deborah Lisi Supervisor, Customer Relations Southern Connecticut Gas Company

September 19, Better Business Bureau Complaint Case #: [redacted] Consumer: [redacted] RE: Account # [redacted] This letter is in response to [redacted] ’s complaint regarding “Billing and Collection Issues” for Anthony Street 1st Floor New Haven, CT.; Account # [redacted] Ms [redacted] contacted Southern Connecticut Gas Company (“SCG”) after she filed this complaint and the account issue is resolved A Supervisor followed up with Ms [redacted] and apologized for her inconvenience Ms [redacted] was reassured that the adjustments were complete She is all set Deborah L [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company v

In reviewing the account, we find that a new party has contacted the Company today, 11/22/16, and signed for service at the customer’s address; therefore, the customer’s account has been closed as of 11/21/We apologize for the inconvenience and delay in the customer’s ability to earlier to contact the CompanyA final bill will be sent to the customer for the closed accountPlease contact us to advise the mailing address as to where the final bill should be sentThank you

December 8, Revdex.com Complaint Case #: [redacted] Consumer: [redacted] RE: Account # [redacted] This letter is in response to [redacted] complaint regarding “Service Issues” for [redacted] ** ; Account # [redacted] Mr [redacted] was contacted by a Supervisor from Southern Connecticut Gas Company and they are working on a resolution to this complaint [redacted] Southern Connecticut Gas Company

September 9, Andalus, serif;"> Revdex.com Complaint Case #: [redacted] Consumer: [redacted] This letter is in response to [redacted] complaint regarding “Billing or Collection Issues” for [redacted] *** The Call Center Supervisor contacted [redacted] and it was determined that his software is not compatible with Southern Connecticut Gas Company (SCG) system for online billing There is a companywide focus to upgrade the web site to be more customer friendly and to be more compatible to user’s software At this time, there is no projected completion date Until SCG’s web site is compatible with [redacted] software, the Supervisor suggested for him to contact his bank for check free options [redacted] Supervisor Customer Relations Southern Connecticut Gas Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10090740, and find that this resolution is satisfactory to me Sincerely, yes I made that complaint before service was restored everything is fine thank you Sasha Feliciano

Complaint: [redacted] I am rejecting this response because: The response is a total lie and I really can not believe that Southern Connecticut Gas would blatantly lie however I couldn't believe that they would break into my home as well The door is not a "common" door The door is part of my home that houses the utilities and storage for my items, as if it matters because the door was LOCKED and should have NEVER been forcibly opened So are they denying that they that they forced entry? Richard MBerrios your lead supervisor called me after I submitted the claim to Revdex.com and I was told it was being submitted to the claims department and someone would contact me My home is years old there was never any damage to the door before SCG forced the door open I was never asked about the video from anyone at Southern Connecticut Gas They never asked me to send the video I can see that SCG is trying to cover this incident up I felt violated on 05/but now not I only do I feel violated I'm angry at how I'm being treated when I did nothing wrong Shame on you SCG!!!! Please tell me where to send the video or you can watch it on WTNH because I'm contacting them now as well You have violated & lied on the wrong customer as I will see you in court and make you answer truthfully before I let you get away with this Southern Connecticut Gas you are not above the rules or the law Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10061215, and find that this resolution is satisfactory to me As long as Experian is instructed to clear up that report (which did not show up when we checked yesterday) Sincerely, Nicolas And Dorothee Ancel

company won't give me a billhave to call them up every month to get my balance with one account and then go to there web site and use a different account to pay my billNow that they have changed my account number again I will have to be put on hold with my cell phone for minuites

Complaint: [redacted] I am rejecting this response because: as I explained to the company when they contacted me on 5/8/I did not receive the notification and I checked my spam notificationI did not receive any notification by mail or email, hence my complaint I would like documentation showing that notification was mailed and the date it was mailed in accordance CT state law Sincerely, [redacted]

May 4, Revdex.com Complaint Case #: [redacted] Consumer: [redacted] RE: Account # [redacted] This letter is in response to [redacted] complaint regarding “Gas Charges” for [redacted] **.; Account # [redacted] The Southern Connecticut Gas Company (“SCG”) was on site to the referenced address on April 23, for a main replacementThis main replacement is done for safety issues SCG representatives go door to door advising customers of the project, and if no one is home, a door hanger is left When Mr [redacted] contacted SCG on 4/24/the Customer Care department was experiencing high call volumes and the hold time was longer than usual A representative did generate a work order and the gas was restored on April 25, SCG apologizes for any inconvenience that this issue has caused, and will apply a one-time courtesy credit for $toward the gas account # [redacted] [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company

Complaint: [redacted] I am rejecting this response because: I received a call from [redacted] *** a supervisor on Thursday Dec.4,and briefly discussed my concern but at the current moment nothing has been resolved and I am furthermore experiencing more issues since paying southern gas company for a cleaning on the same boiler which they came out to clean less then weeks agoI hope and feel confident Mrs [redacted] will do what is right for her customer Sincerely, [redacted]

The Company spoke with the customer today in regard to resolution of the complaint and the customer is satisfied

Revdex.com Complaint Case #: [redacted] Consumer: [redacted] This letter is in response to [redacted] s complaint regarding “Billing or Collection Issues” for [redacted] account # [redacted] A review of the notes and billing for [redacted] account is completed and below is my findings On March 17, Southern Connecticut Gas Company (“SCG”) received a payment for $ Per information received from the customers bank, this payment was declined to due to the customer using an expired credit card to make the payment This payment was applied to the customer’s account and it appears on the March 19, statement On March 18, 2014, SCG received a payment for $ Per information received from the customer’s bank, the customer initiated a “stop payment” on the payment This payment was also applied to the customer’s account and it appears on the March 19, statement The statement for March “Balance Forward “ was a credit for $ The current charge for “Billing Period 2/15/– 3/17/14” was $ Due to the “Balance Forward” credit, at this time no payment was due On the March 19, billing statement, “Billing Period 3/18/– 4/14/14”, was $This statement is showing the first payment of $returned The amount of $plus the current charge of $which equaled $was due This payment was received by 4/16/ On the May 16, 2014, the second payment of $appears as returnedThe balance forward for $is indicating that the current charge for February (“Billing Period 1/16/– 2/14/14”) was not paid The customer owes $and this amount is due by June 13, A representative from the Billing Department has been in contact with Ms [redacted] and is waiting for a call back from her [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company

November 12, Revdex.com Complaint Case #: [redacted] Consumer: [redacted] RE: Account # [redacted] This letter is in response to [redacted] complaint regarding “Customer Service Issues” for [redacted] , [redacted] ***; Account # [redacted] In October, the customer contacted Southern Connecticut Gas Company (“SCG”) stating that they were closing the account at [redacted] ** on 10/20/Along with gas charges, the account was billed a monthly service contract Service contracts are a yearly contract and SCG bills customers monthly for their convenience Customers with active service plans, in April of each year, receive a letter outlining the details of each plan and a brochure is enclosed which has “General Terms & Conditions” of the service contract plans These “General Terms & Conditions” are also approved by the [redacted] (“***”) Below is a snapshot from SCG’s web site at [redacted] stating the verbiage explaining the Refunds for the Service plan Refunds: Service plans are available for an annual feeMonthly billing is available for customer convenienceYou may cancel any plan and receive a refund for fees paid if you provide us notice within business days of the plan’s activation or renewal dateIf you cancel your plan(s) or more days after the plan’s activation or renewal date, you will be charged the balance of the full amount of the plans’ annual fee on your next billIf you choose to cancel your plan(s), and any service has been performed under the plan, such service will be charged back to your account on a labor and material basis in accordance with SCG’s effective charge service rates The customer can go to SCG’s web site for more details of the service plans The customer was advised on 11/7/why they were billed a penalty charge As a courtesy, SCG has cancelled the penalty charge and the customer should pay the amount of the gas used Ms [redacted] will not receive another bill indicating the new balanceShe can call SCG at ###-###-####, Monday through Friday 7:30am to 6:30pm to inquire about the balance [redacted] Southern Connecticut Gas Company

'Andalus','serif June 23, Revdex.com Complaint Case #: [redacted] Consumer: [redacted] RE: Account # [redacted] This letter is in response to [redacted] complaint regarding “Service” for [redacted] ***; Account # [redacted] Southern Connecticut Gas Company (“SCG”) has been in contact with Mr [redacted] prior to this complaint and is working on a resolution for his restoration Mr [redacted] will be contacted by [redacted] Claim department shortly [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company

Complaint: I am rejecting this response because: The business did not respond as to why their agent told me the payment was accepted and did not inform me that it may take up to hours to process the paymentHe simply stated, 'payment accepted'Accepting a payment is taking the paymentI also never received the second letter as I informed the supervisor I spoke withI simply received another bill with a due date of 4/while my service was shut off on 4/ Sincerely, Kimberly Booth