Southern Connecticut Gas Company

Complaint: [redacted]
I am rejecting this response because: I requested documentation of the shut off notice and it was not included in the response.
Sincerely,
[redacted]

Better Business...

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

Complaint: [redacted]
I am rejecting this response because:
This is completely untrue! No one has been in contact with me, and the woman I spoke to in accounting named [redacted] was NO help. [redacted] was rude and did not explain anything to me. She also would not provide me with their debits and credits, she is just telling me I am wrong. Prove I am wrong by showing me your account statement by letting me see all of me payments debiting and crediting my account because I NEVER issued a stop payment, and if I did where is it? I paid the bill after my debit card number changed and paid it again the following month. Why do I have 2 bills with a 3/19/2014 due date then, and why do I have an extra payment due of 208? the 208 payment is an error because a $3.18 cent credit was taken off the $211 dollar bill I paid, making it $208, which I PAID.
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 me. Thank you very much for your effort to resolve this issue promptly.
Sincerely,
[redacted]

November 12, 2014
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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 10/20/2014. 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] (“[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 fee. Monthly billing is available for customer convenience. You may cancel any plan and receive a refund
for fees paid if you provide us notice within 60 business days of the plan’s activation or renewal date. If you cancel your plan(s) 60 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 bill. If 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 11/7/2014 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 balance. She can call SCG at ###-###-####, Monday through Friday 7:30am  to 6:30pm to inquire about the balance.  



[redacted]
[redacted]
  Southern Connecticut Gas Company

July 10, 2014
11pt; font-family: Calibri, sans-serif;">
Revdex.com
Complaint Case #: [redacted]
Consumer:  [redacted]
This letter is in response to [redacted] complaint regarding “Customer Services Issues” [redacted]; account # [redacted].
A review of the notes and billing for [redacted] account is completed and below is my findings.
On April 29, 2014, Southern Connecticut Gas Company (“SCG”) mailed a disconnect notice to [redacted] advising that a required payment for the past due balance is required by May 13, 2014.  SCG did not receive this payment by the required date and the gas service was disconnected on May 22, 2014.  SCG followed regulations sec. 16-3-100 for disconnection of gas service.
[redacted] did submit a payment to SCG for the past due balance, but started the transaction for this payment on May 25, 2014 which was on the weekend.  SCG processes payments Monday through Friday and not on holidays.
The gas service was restored on May 29, 2014.  The customer receives her bills electronically on a monthly basis and she must keep in mind that a payment is due monthly prior to the next bill being generated. 
SCG has 24 hour emergency service and they can be reached at [redacted], option # 1. In regards to the message for a [redacted] gift card or a free cruise, [redacted] was dialing 1-800-859-6299.  She entered the wrong phone number when trying to contact us.   SCG Customer Relations and Credit office is open from 7:30am to 6:30pm, Monday through Friday at ###-###-####. 
[redacted]
Supervisor, Customer Relations
Southern Connecticut Gas Company

Complaint: [redacted]
I am rejecting this response because: it ignores the problem that I actually had.  The two phone calls it mentions were before the issue occurred and obviously wouldn't have been in regards to the website.  It does include any reference to the emails that I did send about the issue.   Also it ignores that fact that I was unable to call the company at that time given the business hours they were available and the time I had available to deal with these issues.  I was working extensive hours at that time and wasn't able to bend over backwards, take time off work, or otherwise chase them down to get them to do their jobs.  It is not my responsibility to do their job.  It is also not even remotely reasonable that my credit takes a 40 point hit and shows a 90 day late payment for the next 7 years for a problem that they caused by being a poorly managed/operated company. If they provided even the most basic service to their customers this never would have been an issue.  I'm not asking them to reimburse me for the late fees that I paid them or anything like that just have some basic human decency and not negatively report anything to [redacted] because they couldn't manage to help me get online to make the payment.  This is not a fair representation of what happened in this situation
Sincerely,
[redacted]

Our records indicate that [redacted] first established gas service at her current residence on/about August 18, 2016.  Once the account was set up, the Company followed proper procedures in transferring a past due balance of $4,103.86 from her old address to the new account, on August 24,...

2016. The Company is unable to ascertain, based on notes on her account, whether or not [redacted] was advised not to pay her old bill.  The debt remains customer’s responsibility once an account is closed and remains unpaid, as in this case. On/about December 12, 2016, [redacted] qualified for financial hardship and was enrolled in our Matching Payment Program (MPP) @ $150.00 per month.  In addition to making monthly payments, customer is required to apply for Energy Assistance (EA) and receive EA benefits in order to remain on the MPP program.  Unfortunately, [redacted] was not approved for EA, and as a result, was removed from the MPP Program on/about May 16, 2017.  If a past due balance is owed, and no further payment arrangements are made with the Company, a disconnect notice is automatically generated and sent to customer.  On/about May 23, 2017, a disconnect notice was mailed to [redacted].  She had until June 6, 2017 to make the required payment and/or contact the Company for payment arrangements.   Unfortunately, neither the required payment nor contact was made with the Company to avoid the disconnection of service on June 7, 2017.    In an effort to assist [redacted] in restoring her gas service, I (Company Review Officer) attempted to reach her twice last week, without success.  [redacted] is encouraged to contact the Company to discuss a lower payment amount, approved by the Review Officer, for the reconnection of her gas service.

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 M. Berrios 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 7 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 05/12 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]

A supervisor at SCG has spoken with the customer regarding resolution. Customer is in agreement with the resolution.

Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] a  supervisor on Thursday Dec.4,2014 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 296.00 for a cleaning on the same boiler  which they came out to clean  less then 2 weeks ago. I hope and feel confident Mrs. [redacted] will do what is right for her customer.
Sincerely,[redacted]

May 28, 2014
11pt; font-family: 'Calibri','sans-serif';">
Revdex.com
Complaint Case #: [redacted]
Consumer:  [redacted]
This letter is in response to [redacted] 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.
The customer was mailed a disconnect notice on April 30, 2014 and a required payment to stop disconnection was due before May 14, 2014. 
Southern Connecticut Gas Company (“SCG”) did not receive the required payment and the meter was locked for non –payment on May 14, 2014.  The payment that was required was for the past due amount which appears on the April 28, 2014 statement.
[redacted] was contacted by the Credit and Billing Supervisor’s to work out an amount to restore service. The required payment was made and the gas was restored. SCG follows the regulation approved by the Public Utility Regulatory Control (“PURA”) “sec. 16-3-100 Termination of utility service”.  
If the customer cannot pay the remainder of the balance by the due date, June 24, 2014, she should contact SCG Credit department at 1-866-659-4140, Monday through Friday from 7:30am to 6:30pm and enter into an installment plan.
If the customer enters into an installment plan, the past due amount will be reported to the credit bureau.
[redacted]
Supervisor, Customer Relations
Southern Connecticut Gas Company

'Andalus','serif'; FONT-SIZE: 11pt">June 23, 2015
 
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: [redacted]
I am rejecting this response because: as I explained to the company when they contacted me on 5/8/17 I did not receive the notification and I checked my spam notification. I 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]

The Company has spoken with the customer regarding the complaint. The door in question is a common mechanical room. The Company did a site visit and it is the opinion of the Company that the damage to the door was pre-existing. The Company has requested the customer submit a copy of the video. To...

date the Company has not received the video.

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

May 21, 2014
11pt; font-family: 'Calibri','sans-serif';">
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, 2014 Southern Connecticut Gas Company (“SCG”) received a payment for $211.50.  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, 2014 statement. 
On March 18, 2014, SCG received a payment for $211.50.  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, 2014 statement. 
The statement for March 19 “Balance Forward “  was a credit for $211.50.  The current charge for “Billing Period 2/15/14 – 3/17/14” was $208.32.  Due to the “Balance Forward” credit, at this time no payment was due.
On the March 19, 2014 billing statement, “Billing Period 3/18/14 – 4/14/14”, was $139.05. This statement is showing the first payment of $211.50 returned.  The amount of $211.50 plus the current charge of $139.05 which equaled $347.37 was due.  This payment was received by 4/16/14.
On the May 16, 2014, the second payment of $211.50 appears as returned. The balance forward for $211.50 is indicating that the current charge for February (“Billing Period 1/16/14 – 2/14/14”) was not paid.   
The customer owes $211.50 and this amount is due by June 13, 2014. 
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

May 4, 2015
 
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, 2015 for a main replacement. This 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 4/24/2015 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, 2015.  
 
SCG apologizes for any inconvenience that this issue has caused, and will apply a one-time courtesy credit for $25.00 toward the gas account # [redacted].   
 
 
 
[redacted]
Supervisor, Customer Relations
  Southern Connecticut Gas Company

September 9, 2014
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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

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 2013 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]