Southern Connecticut Gas Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I am still awaiting confirmation that the disputed charge and its accompanying late fees have been removed from my account Supervisor *** could only represent that such charges and fees would be removed on my upcoming billing statement which will not be issued until after 12/11/Provided that the account accurately reflects the removal of the charge and late fees on the upcoming statement, I will be completely satisfied with this resolution
Thank you so very much to the Revdex.com--I don't believe I could have achieved this resolution without your help
Sincerely, *** *** ***

April 24,
11pt">
Revdex.com
Complaint Case #:
Consumer: Helton Dasilva
This letter is in response to Helton Dasilva complaint regarding “Billing or Collection Issues” for *** *** *** *** Ct06606; account # ***
A Supervisor from Southern Connecticut Gas Company (SCG) contacted MsDasilva and a resolution has been made regarding her account. The customer is pleased with the outcome.
SCG apologizes for any inconvenience that she experienced due to this matter
Deborah Lisi
Supervisor, Customer Relations
Southern Connecticut Gas Company

'Andalus','serif'>December 1,
Revdex.com
Complaint Case #: ***
Consumer: *** ***
RE: Account # ***
This letter is in response to *** *** complaint regarding “Contract Dispute” for ** *** *** ***, **. ***; Account # *** ***
On November 18, 2014, Mr*** was contacted by a Supervisor from Southern Connecticut Gas Company and the service charge was credited from his account. Also, all negative credit reporting due to this issue has been deleted from his credit report.
This issue has all been resolved
*** ***
*** *** ***
Southern Connecticut Gas Company

May 29, 2014">
Revdex.com
Complaint Case #:
Consumer: Nicholas and Doro Ancel
This letter is in response to Nicholas and Doro Ancel complaint regarding “Billing or Collection Issues” for *** *** *** *** CT. 06880; Account # ***
A review of the notes and billing for Nicholas and Doro Ancel account is completed and below is my findings
The customer was contacted by a Billing Supervisor on April and was advised that she would look into why he was not receiving emails that his bills are online for payment,by using the email address ***
Southern Connecticut Gas Company (“SCG”) web site is supported by a third party vendor and below is their response
“Hi Deborah,
Service Delivery | KUBRA. “
MrAncel has changed his email address and should start receiving emails regarding his billing statements monthly
The Credit department has been notified to contact Experian and clear any negative credit reporting due to this issue. SCG currently only reports to Experian and no other credit bureau agencies were notified
SCG apologizes that he was not updated on this issue pending the response from the vendor and also for any inconvenience that this issue has caused.
Deborah Lisi
Supervisor, Customer Relations
Southern Connecticut Gas Company

May 27,
11pt">
Revdex.com
Complaint Case #:
Consumer: *** ***
This letter is in response to *** *** complaint regarding “Billing or Collection Issues” for *** *** *** *** *** ***; Account # ***
A review of the notes and billing for *** ***s account is completed and below is my findings
On March 31, *** ***s called into Southern Connecticut Gas Company (“SCG”) and inquired about the Matching Forgiveness Plan (MPP) and to close out his account at the reference address. The account was already coded for the MPP and the customer was advised to make an additional payment to complete his portion of the program
A work order was generated to close out the account
If a customer moves during the program and has made all required payments and receives Energy Assistance, a manual match will be entered on the account
During the call of March 31, *** ***s was not advised of a manual match process but he was advised that his payments and the Energy Assistance payment will be matched
The account was closed as of April and final bill generated for $1,*** ***s made the required payment for $and it posted to the account after the final bill generated. The account balance is $A manual match was entered for the amount of $and the customer is responsible to pay the remainder of the final balance which is $346.59.
If the final balance is not paid in full within days, the account balance will be forwarded to a Third Party Collection office
*** ***
Supervisor, Customer Relations
Southern Connecticut Gas Company

June 26,
11pt">
Revdex.com
Complaint Case #: ***
Consumer: *** ***
This letter is in response to *** *** complaint regarding “Customer Service Issues” for *** *** *** *** *** *** *** * ***
A review of the notes and billing for *** *** account is completed and below is my findings
Southern Connecticut Gas Company (“SCG”) received a request to discontinue gas service at the referenced account
This request was processed on June 17, 2014; with a move out date of May 26,
Since this complaint was filed, *** *** has submitted a payment in full for the final balance.
SCG apologizes for the inconvenience that she received trying to contact the Company. SCG was experiencing high call volumes and has made adjustments in their Customer Relations department to accommodate the call volumes
*** ***
Supervisor, Customer Relations
Southern Connecticut Gas Company

May 28, 2014">
Revdex.com
Complaint Case #: ***
Consumer: *** ***
This letter is in response to *** *** complaint regarding “Billing or Collection Issues” for * *** *** *** ** ***; Account # ***
A review of the notes and billing for *** *** account is completed and below is my findings
In most circumstances the customer’s payment is applied to the account prior to the “Payment Due” date, but on occasion the customer pays the day before the payment is dueWhen this occurs, there is not enough time for processing the payment and be applied to the account prior to the next bill generating. Southern Connecticut Gas Company (“SCG”) does not process payments in REAL TIME as other utilities or companies may do.
The customer should allow up to three (3) business days for processing but keeping in mind SCG does not process payments on the weekends or holidays.
In regards to the late fee on the May billing statement, the customer submitted a payment request to her bank on May On the April statement, the “Payment Due” date was May 13. The bank submitted the payment (confirmation code ***) electronically on May and SCG picked up the file the next business dayThe customer was made aware of the payment processing schedule in September 2012, and courtesy refund of late payment charges have been given in the past. Unfortunately, SCG cannot accommodate the request to cancel the late payment charge on the May billing statement
As mentioned above, SCG does not process payments in REAL TIME but this is something that the company may implement in the future
During my research on *** *** account, I noticed that Checkfree still has the old account number ***
When SCG changed their billing system in May the account number was changed to ***. At the customers earliest convenience she should contact her bank and make the change to the correct account number referenced above
*** ***
Supervisor, Customer Relations
Southern Connecticut Gas Company

January 12,
">
Revdex.com
Complaint Case #: ***
Consumer: *** ***
RE: Account # ***
This letter is in response to *** ***’s complaint regarding “Billing and Collection Issues” for ** *** *** *** *** ***, CT ***; Account # *** ***
On January 8, 2015, Mr*** was contacted by a Supervisor from Southern Connecticut Gas Company and the installment plan was reinstated. Mr*** is satisfied with the outcome
*** ***
*** *** ***
Southern Connecticut Gas Company

June 23,
">
Revdex.com
Complaint Case #: ***
Consumer: *** ***
RE: Account # ***
This letter is in response to *** *** complaint regarding “Gas Service” for ** *** *** *** **.; Account # ***
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 *** 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 ;8/2/12 and 3/28/2013. 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 ***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 *** but SCG reported the debt correctly. SCG will contact *** to verify that the debt shows an updated status now a $balance
*** ***
Supervisor, Customer Relations
Southern Connecticut Gas Company

The Company has contacted the customer regarding the complaintThe quality of service concern has been addressed and the Company will act accordinglyThe Company has apologized to the customer for the lack of quality service providedThe mailing address has been confirmed with the customer and a
refund check will be mailed to the proper address

The meter can be turned on Saturday, October 15thSCG has attempted to contact the customer today and left a voicemail message to please contact the Company to schedulePlease contact the Company asap today, October 14th, to schedule

The $deposit was applied to the final bill when the account was closed in August 2016, leaving a credit balance of $on the final billA balance of $remained owed from a previous address that was closed in The $was debited from the $224.50, leaving a credit balance of
$A refund check will be mailed to the customer’s post office box the week of 10/17/in the amount of $

On January 4, 2016, SCG responded to a “no heat “call,
which a
technician diagnosed to be beyond the scope of SCG workThe customer
was advised to get an outside licensed contractor to address the issue
On January 20, 2016, SCG responded to a “repeat
no heat” call, which a technician found the same issue as on January and that
an outside contractor has not been contacted
The charges are based on half hour increments
plus tax and the customer was charged the service rate. The customer’s
bill will not be modified for the service chargeThere was no charge for the
work order from January 20,
SCG
service is working with the customer on a resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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

Please see attachments: 4/14/e-mail notice sent to the customer; 4/18/shut off notice mailed to the customer of pending shut off

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely, *** ***

">April 28,
Revdex.com
Complaint Case #:
Consumer: Thomas Franeta
This letter is in response to Thomas Franeta complaint regarding “Customer Service Issues” for *** *** *** *** *** ** *** account # ***
MrFraneta was contacted by a Supervisor from Southern Connecticut Gas Company (SCG) and received an apology for the internal process regarding a supervisor call back failed. We are using this complaint for future training purposes to ensure that all customers receive a call back in a timely manner
The UIL IT department is currently working on enhancements to our current web site. Upgrades to our online billing are being reviewed and an updated version will be implemented to ensure a more “customer friendly system”
At this time, SCG does not have a completion update on these enhancements. MrFraneta has requested to receive paper statements until the web site is compatible to his computer
SCG apologizes for any inconvenience that he is currently experiencing with using our web site
Deborah Lisi
Supervisor, Customer Relations
Southern Connecticut Gas Company

The Company has made an update in our system regarding the meter in questionThe customer will no longer be receiving occupant letters from the Company regarding meter involvedWe apologize for the delay in rectifying

Fortunately, this issue has been resolved, the next day Thank you