Southern Connecticut Gas Company

The Company has spoken with the customer regarding the complaintThe door in question is a common mechanical roomThe Company did a site visit and it is the opinion of the Company that the damage to the door was pre-existingThe Company has requested the customer submit a copy of the videoTo date the Company has not received the video

I just moved into a new condo, and I have no service Obviously the prior owner turned off service According to SCG, I have to wait until Monday morning just to talk to someone about it, and then it might take days before a truck can come out to turn the service back on Currently it's degrees outside and the forecast is for cold weather the rest of the weekend Plus I have children in the houseAccording to the company only emergency services are provided on weekends and no heat, during near freezing temp, with children in the house, is not considered an emergencyThis is not the case of me not paying a bill I simply moved and need to set up new service I had no problem setting up electric and cable

Good morning, I have reviewed and have sent this over to a manager to contact [redacted] ***

So SCGC switched to a new online softwareThey supposedly sent an email with a temporary password to log on for those customers that use e-billingNO PASSWORD EVER RECEIVED BY MEI have been using online billing for a bout years!!!I had to call themI used their call back option because wait time was minutesThey called back only to disconnect meI am now calling them again-I have been on hold for over minutesFunny how you have to spend HOURS trying to straighten out their mistakes but they'll shut off your gas in a heartbeatTerrible company to have to deal with like most utilitiesSomething needs to be fixed there

Complaint: [redacted] I do not still have those emails, I don't save all my emails for extended periods of time and I had no expectation that this was going to be such an issue This was from and I only recently noticed the problem on my credit report Again we settled the issue long ago and you received payment plus late fees however for the next several years I am being adversely impacted because of your poor service and infrastructure All I ask is that you stop reporting this information to the credit bureaus as it is not a fair representation of the situation I would very much like to settle this matter permanently, I am sorry that I don't have those emails - I know it's just my word at this point but this item being reported to [redacted] is extremely detrimental to me and it is very important that I get this resolved I do not feel that it is fair to me or a fair representation of the situation to report the late payments to [redacted] Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meThank you very much for your effort to resolve this issue promptly Sincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meThank you very much for your effort to resolve this issue promptly Sincerely, [redacted] ***

It was found that the customer received monthly bills that listed any payments to the accounts and any balances forward if there was a balance remaining from the previous month’s billIn addition, it is stated at the bottom of each bill the company’s practices regarding credit reporting • 4-27-statement, $64.21, was a current month’s billNo balance forwardNo payments listed• 5-28-statement, $42.86, was a current month’s billNo balance forward$payment listed• 6-25-statement, $67.27, listed $current month’s billBalance forward $No payments listed• 7-28-statement, $93.42, listed $current month’s charges, $late payment charge, and a balance forward of $No payments listed.• 8-27-statement, $119.31, listed $current month’s charges, $ late payment charge, and a balance forward of $No payments listed.• 9-28-statement, $145.97, listed $current month’s charges, $late payment charge, and a balance forward of $No payments listedRegards,Patricia D [redacted] Review Officer

Revdex.com [redacted] ** [redacted] Consumer: [redacted] This letter is in response to [redacted] complaint regarding “Billing or Collection Issues” for [redacted] A review of the contacts and billing for [redacted] account is completed and below is my findings On July 2, 2014, [redacted] put in a request for a Supervisor to call him back regarding the security deposit that was billed to his account On July 28, [redacted] was contacted by a Supervisor and the deposit will be cancelled off his account Southern Connecticut Gas Company (“SCG”) apologizes for any inconvenience that [redacted] experienced while waiting for a Supervisor call back [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company

October 2, Revdex.com Complaint Case #: [redacted] Consumer: [redacted] This letter is in response to [redacted] *** complaint regarding “Billing or Collection Issues” for [redacted] *** On September 26, 2014, [redacted] *** contacted Southern Connecticut Gas Company’s Credit office and was able to make a payment arrangement to assist her with paying her back balance On October 1, 2014, a Supervisor was in contact with [redacted] *** and she is satisfied with the outcome SCG apologizes for any inconvenience that this issue has caused [redacted] Supervisor, Customer Relations Southern Connecticut Gas Company

Revdex.com Complaint Case #: Consumer: Kimberly Booth This letter is in response to Kimberly Booth’s complaint regarding “Billing or Collection Issues” for [redacted] A review of the notes and payments on the account is completed and below is my finding On March 17, at 5:43pm, MsBooth contacted the Southern Connecticut Gas Company (“SCG”) and made a required payment to set up an installment plan SCG uses an outside vendor to process all payments which takes a few days (they are not processed in real time, just posted) The confirmation for the payment that was given to the customer is stating that the payment will be processed by our vendor and presented to the customer’s bank for payment When the customer’s bank received the payment, there were “insufficient funds” in the customer’s account and MsBooth was notified by her bank On March 17, 2014, the customer was entered into an installment plan with the understanding that the payment would clear When the bank declined payment, the customer’s installment plan became invalid MsBooth then received a disconnect notice on March and did not contact SCG regarding the notice The services were disconnected and to restore the service, a payment of the determined amount is required Deborah Lisi Supervisor, Customer Relations Southern Connecticut Gas Company

Immediately following my home closing on Friday 6/14/19, I called CNG to stop service. I was told by Trinity that the system was down and I would have to call back on Monday. I was reassured that the stop service date would be backdated to Friday 6/14/19 as the new occupants would be living in the home all weekend (while my account was still active). I called back on Monday (during my work time). After the automated message indicated a 10 minute wait, I was finally connected with Reina after 30 minutes. She indicated that we would be charged from Friday 6/14/19 through Monday 6/17/19 and there was no such backdating as I had been told. When I told her this was unacceptable, she offered no solution or options. I insisted that she elevate this issue to a supervisory level if she was unable to address. Reluctantly, she told me she would have a supervisor call within 48 hours. I indicated that I was uncomfortable with this (48 hours AND no specific name of a person to expect). Sure enough, here it is 48.5 hours later and NO phone call from a supervisor. While writing this review, I was once again on hold for 10 minutes before the line went dead (while I try to work). Called back for a third time and currently on hold AGAIN.
On an unrelated note, CNG shut off my daughter's service in the middle of winter because they said they couldn't "verify" her identity after having paid in full service for 4 months prior. It took a call from my husband to convince someone to come and turn her back on.

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

June 18,
11pt">
Revdex.com
Complaint Case #:
Consumer: Sasha Feliciano
This letter is in response to Sasha Feliciano complaint regarding “Service Issues” for *** *** *** *** *** *** ** *** *** * ***
A review of the notes and billing for MsFeliciano account is completed and below is my findings
MsFeliciano contacted The Southern Connecticut Gas Company (SCG) on June 16, to start new service at the referenced address and the gas was restored on the same day
The Billing department was notified of the necessary adjustments that need to be entered on her account. These adjustments may take up to two (2) billing cycles
A Supervisor tried to contact MsFeliciano at the phone number she provided ###-###-#### but could not get through
Based on the information on the account, the customer is all set
Deborah Lisi
Supervisor, Customer Relations
Southern Connecticut Gas Company

The Company verified that disconnect notice was sent to the customer and the Company shows that customer was receiving e-mail notificationsThe Company spoke with the customer today, 5/8/17, and discussed this with herAlso, the Company suggested that the customer check her spam for notifications

August 14,
11pt">
Revdex.com
Complaint Case #: ***
Consumer: *** ** ***
This letter is in response to *** ** *** complaint regarding “Billing or Collection Issues” for *** *** *** *** *** *** *** ** ***
A review of the notes and billing for *** *** account is completed and below is my findings
*** account was coded Hardship in November and the account was entered into the Matching Forgiveness Plan (MPP) to assist him with paying the current charges.
The customer received a letter dated November 7, 2013, advising that along with making a monthly payment commitment to Southern Connecticut Gas Company (“SCG”), he was to apply for and be approved by their local Community Action Agency for Energy Assistance
The customer did make all the required payments on the MPP but failed to receive Energy AssistanceWhen this occurs, after May 1, the account balance is the responsibility of the customer.
On July 15, the customer was mailed a disconnect notice and a required payment was due by July 29, to stop the disconnectionThe payment was not received and the service was disconnected on August 4,
In regards to the credit guidelines, SCG follows the regulations sec16-3-which is approved by the Public Utility Regulatory Control (PURA) More information regarding SCG Credit practice can be found on their web site at www.ct.gov. To restore the service the customer is required to pay 90% of the past due balance. The customer can contact SCG Credit office to see if there are any other options available to him to restore the serviceThe SCG’s Credit office number is ###-###-#### and they are available from 7:30am to 6:30pm, Monday through Friday
*** ***
Supervisor, Customer Relations
Southern Connecticut Gas Company

Complaint: ***
I am rejecting this response because:
Although *** *** is correct that there is a software problem, the problem is not mine I am a *** user who uses a standard web browser that works with everything except SCG SCG is the only company that I know of that forces users to turn on "all cookies" in order to see their monthly bill over the web I see this as a security risk to myself that is unnecessary and has no value If SCG is the only site requiring it, they should fix their problem without asking their users to compromise their privacy SCG told me this problem would be resolved by this summer and now they hope by the end of the year I don't think they are smart enough or care enough to fix it ever which is why I will not withdraw my complaint until they actually remedy the problem
Please understand that all I ask for is to have my bills be automatically paid by debiting my bank account (every service provider prefers this payment method) and to receive a paper bill since I cannot retrieve my bill over the net (due to SCG's cookie problem)
Believe it or not, SCG cannot do this As soon as they send me a paper bill, my automatic payments are halted This makes no sense to me and is an easy fix for any motivated company Why it takes SCG months to do what an amateur can do in a couple of hours, is a mystery to me SCG is a utility that has no reason to improve itself because its users cannot go to a competitor I can only hope that ** legislators eventually replace SCG with a utility that respects its customers enough to supply the basic services
Sincerely,
*** ***

I have looked into this matterOn behalf of Southern Connecticut Gas I would like to offer *** *** my apolgiesMy investigation determined that when *** *** called to close his gas account in August 2015, the representative did not ask him if he wanted the service contract to end
as well. As a result, the service contract remained open and the balance became outstanding and thus reported to ExperianThe service contract balance has been credited and at this time there is a zero balanceA letter will be sent that states that the the account is closed with a zero balanceIt will also state that the negative credit reporting associated with this final bill will be cleared with ***
I have also brought his customer service experience to the attention of SCG supervison and management.
I hope you find this helpful
Respectfully,
Alison

I have looked into this matterOn behalf of Southern Connecticut Gas I would like to offer *** *** my apolgiesMy investigation determined that when *** *** called to close his gas account in August 2015, the representative did not ask him if he wanted the service contract to end as
well. As a result, the service contract remained open and the balance became outstanding and thus reported to ExperianThe service contract balance has been credited and at this time there is a zero balanceA letter will be sent that states that the the account is closed with a zero balanceIt will also state that the negative credit reporting associated with this final bill will be cleared with *** I have also brought his customer service experience to the attention of SCG supervison and management. I hope you find this helpful. Respectfully,Alison

January 23,
">
Revdex.com
Complaint Case #: ***
Consumer: *** ***
RE: Account # ***
This letter is in response to *** *** complaint regarding “Billing or Collection Issues” for ** *** *** *** *** *** * ***
Southern Connecticut Gas Company (“SCG”) has made an adjustment to Ms***’s account which has resulted in a final credit balance of $14.09.
The process to refund this credit has started and she should receive a refund check by week ending 1/31/
SCG apologizes for any inconvenience that this issue has caused, and looks forward to her returning to a SCG terriority in the future
*** ***
*** *** ***
*** *** *** ***