Southern Connecticut Gas Company

Review: Southern CT Gas has been the absolute worst company I have EVER dealt with. They took the same payment from my account twice, and claimed I never paid it. After having my bank send a letter with transaction information they continued to tel me that I was wrong and the the bank owed me the money. The customer service representative was nothing but rude and continued to tell me I was wrong with the proof right in front of her. She then asked me to call her direct line back when I was calmer, which I was very calm. As a single mother I find it hard to be out $211.50 that the company is telling me I wont get back.Desired Settlement: I would like $211.50 back from the gas company for an additional payment they processed.

Business

Response:

May 21, 2014

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.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Consumer

Response:

Review: [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,

Review: I just moved In to my new apt in February which I was there actively four days that month so really moved in March . I called to make a complaint about why the gas bill was so high if I barely stayed there and they came out to check but it was your fault something with the equipment so my landlord had to take care of it but didn't until start of May therefore our bills were outrageous .. Trying to maintain rent and light and gas was very difficult because my husband left the home for good... Now I didn't get his mail so he didn't give me the cut of notice until after it was cut off already .. I have an 8 year old here with severe asthma and I have no hot water no way to cook from him .. Im a New Yorker I just moved here to ct and I don't have friends family nowhere else I can go.. Everything is just disconnected and even though I'm stuck unfairly with the bill I have no problem paying for it in installments but I need my services restored... Please contact me as soon as possible please and thank you very muchDesired Settlement: I would appreciate so much Just a promise to pay .. An arrangement where I can feed my son and take baths ...and also still pay you guys ... I work very hard just live Check to check so it's been very hard I just need some understanding and some help

Business

Response:

June 18, 2014

Review: On Southern Connecticut Gas bills they state that invoices must be "paid on or before x date." I pay my bills by electronically transferring money through my bank. This past month my bill was due on 5/13/2014. This payment was transmitted electronically to Southern Connecticut Gas Co. on 05/12/2014. Funds were withdrawn from my checking account on 05/13/2014. This means that Southern Connecticut Gas had my fund ON the date it was due. However, because of processing on THEIR end and the time it takes, it was not posted to my account until the following date 5/14/2014 and they charged me 1% interest rate. When I call Southern Connecticut Gas, they tell me that I must actually pay my bill 3 "or so" days in advance (they cannot be specific) as I must account for their processing times. As far as I am aware they are the ONLY company that does this ([redacted] company everyone honors their due date). If they need the funds 3 days before the due date then they should CHANGE the due date. Instead I find it dishonest to give one due date and then expect me to account for their internal processing time. Whether it takes them 1 day or 10 days to figure out that I have paid my bill they have still HAD that money in their account and have been earning interest on it for those 1-10 days. I especially feel that it is dishonest because they are unable to tell me EXACTLY how many days before the due date I must pay my bill. Its always "a couple of days before" or "3-4 days before." I was told that this has already been explained to me once (a year ago) so basically too bad and as an extra lovely part - I asked for the name and number of a supervisor (since there is only one and she was busy) and was hung up on.Desired Settlement: I would like my account to be credited $2.79 and I would like them to fix this issue.

Business

Response:

May 28, 2014

Review: Company sent shut off notice and payment arrangement due date letter. I called to make a payment and set up payment arrangements. Agent took payment info and said the payment was accepted and gave me a confirmation number. I then proceeded to pay other bills because they told me they had accepted my payment and confirmed it and when I make payments for any other utility companies, accepted and confirmed means they took my money right then and there. Two and a half weeks later I receive a notice saying my payment was sent back and my service was shut off. How was my payment sent back if it was accepted and confirmed? I called and a supervisor told me that they tried processing the payment 3 days later and the account had insufficient funds and that they could only accept a minimum payment of $700 to turn my service back on. How did it take 3 days to process a payment that was accepted and confirmed? This makes no sense and why didn't the agent tell me it may take 24-72 hours to process my payment? This company is utterly ridiculous and is now leaving my family with no heat, hot water or gas to cook for an entire weekend, if not longer, because they do not know how to effectively communicate with their customers and we do not have $700 to hand over all at once to turn the service back on.Desired Settlement: I would like the company to accept my minimum payment for a payment arrangement and turn my service back on immediately. I can pay them in cash and make additional payments along with my current bill to pay off the back balance but cannot pay $700 all at once. And I would like them to better train their agents to effectively communicate with customers.

Business

Response:

April 30, 2014

Review: I am the landlord for [redacted] On September 30, 2012, my tenant moved out the apartment & turned off the gas. On or about Nov. 7, 2012, I called the gas company & requested that the account be transferred into my name. When I received the first bill it was in the amount of $304.00. I contacted the gas company to inquire why the bill was so high & was informed by the representative that it was an estimated bill & hed send out a technician to read the meter. After the technician came out on 1/17/13, I received an adjusted bill for $319.00, which was more than the original bill. Again, I called the gas company & explained to the representative that there has to be some type of error as there was absolutely no gas on in the apartment. I explained that after the previous tenant moved out, the apartment was vacant. All the radiators were removed from the apt for cleaning & refurbishing & remained out for a period of time because we didnt have the help to bring them back up to the 3rd floor. Additionally, it wasnt until the end of January that they were returned to the apartment in preparation for the big Noreastern snow storm. Clearly, the heat could not work without the radiators being re-installed. On 2/21/12 another technician was sent out to read the meter & I received another bill that was double the amount. On 4/18/13 I sent a certified letter of complaint (including pictures of the refurbished radiators) to the company's CEO, [redacted] and 2weeks later I was contacted by Deborah Lisi (Assistant to the CEO) who stated they received the letter & would be in contact after investigating the matter. As of today I have received NO response. On 6/27/13 I sent a 2nd certified letter to the CEO voicing my disappointment & anguish for how the matter was being handled by his office. Still NO response. Nevertheless I am charged a monthly late fee for the disputed amount in addition to a shutoff notice although I pay the current balance on time every month.Desired Settlement: I think this is a ridiculous and unfair injustice. I can't understand how it is possible that I have a bill for usage when there was no usage. I dont think that I should be charged for service that I did not receive or use. Because of this, the current tenant cannot transfer the acct into her name to receive heating assistance that she qualifies for. I would like for this problem to be resolved asap and the false outstanding balance be removed from my account. Also, Im requesting that my credit be rectified with the credit bureaus. PLEASE HELP!!!

Business

Response:

December 5, 2013

Review: Please see below for an email that was sent to Southern Connecticut Gas today, 9/23/13. Please accept this as a formal complaint.You are FRAUDING me and I just reported you to the Department of Consumer Protection! Your customer service department consists of mindless drones! I have been paying you $[redacted] a month for over a year which includes a budget plan and service contract. In May 2012 I was told that due to my gas usage that the $[redacted] would cover my service contract ongoing. I was just told that you were having system issues at the time and that the service contract did not go through. I have a credit on my account, you owe ME money and the brainless wonder tells me that I have to pay YOU to have my furnace cleaned???? That makes no sense! She would not let me speak to a supervisor saying they would call me back in 48 hours. That is ridiculous and you will give me what I have been paying for! As previously stated, I've filed a formal complaint with The Connecticut Department of Consumer Protection, the Revdex.com, and The Federal Trade Commission. I may just be the 'little guy' stuck in the middle but, this 'little guy' will not be bullied, intimidated or taken advantage of by a company who adds a cost center to their financial records by deceiving their customers!Desired Settlement: N/A

Business

Response:

September 30, 2013

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 31 degrees outside and the forecast is for cold weather the rest of the weekend. Plus I have children in the house.
According 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 emergency.
This 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.

Review: I got an e-bill with a due date of May 26, 2014. SoCTGas cut off my gas today May 22, 2014. When I called and offered to pay $333.33 today; again on June 5th and again on June 19 and that I would have a zero balance by June 19 (taking into account any additional bills).They refused. They said I must pay the full amount and could not have any payment terms. I believe this to be unreasonable. SoCTGas is the only company in town. I owe less than 1 K. It was a brutal winter. I have been a customer for over twenty years in the same house that I own. I need to cook food and shower to not lose my job. My reasonable attempts to restore service and pay have been met with a stone wall. I believe the consumers of CT deserve better than to be treated like this.I work for the Child and Family Guidance Center. Non-profits do not get raises and colas and CEO benefits and stocks and bonds, etc. etc. Their bills and system is confusing and their customer service is non-existent. Guess monopolies can do that.Desired Settlement: Please look into their billing/e-billing systems. My e-bill is different than what they say they mailed me. Please look into an alternative company to provide gas so that we are not continually held captive by SoCTGas Co. for fuel and heat sources.Thanks and have a great day!

Business

Response:

May 28, 2014

Review: The Southern CT Gas company disconnected my services without formal notification. The account was only $189.75 overdue, when I called to make payment arrangements the customer services department were rude and disrespectful and did not provide any assistance other than the full balance needed to be paid. As a loyal customer that has always made payments on time AND that has recently experience a temporary financial constraint, to have now been treated as if I was merely a realization that they are "DO NOT CARE FOR THE COMMUNITY THEY SERVE. When I made the payment of $189.75 they told me they will ALSO BE charging me a $250 re-connection deposit and $15 dollar re-connection fee. This is by far the most unethical practice that this company can practice. To think that I have been promoting to my neighbors to covert to GAS like I did. Unfortunately, this experience will not go hidden, it will be public for all to know that this company practice unethical business conduct. Management should be aware that the Supervisor and Agent both indicated that they did not care that I was filling a complaint to Revdex.com. Sincerely, " Number [redacted]Desired Settlement: I request that the Customer Service Department be put through quality assurance by upper management. Supervisors overseeing the AGENT are worst than the agents themselves. I spoke to 3 individuals all whom failed to empathize for my current circumstance. As I have experienced enough emotional distress, I am requesting that the any fees be removed from my account.

Business

Response:

June 25, 2014

Review: Southern Connecticut Gas Company is constantly giving us billing issues. If the bills could actually make it to our correct mailing address we would be more than happy to pay. But Southern Connecticut gas is constantly changing our mailing address without notifying us first. As a management company for multiple properties, this is crucial that Southern Connecticut Gas sends our bills to OUR address and not all over New Haven. Also, it is very unsettling that Southern Connecticut gas will change our mailing address in their records WITHOUT contacting us first or doing so without our direction.Desired Settlement: I would like Southern Connecticut Gas to make more an effort to make sure all of our bill end up at our mailing address.

Business

Response:

January 6, 2014

Review: Southern Ct gas company has is reported inaccurate information on my credit report and refuse to fix the issue. They are reporting that I was 180 days late when at most I was 7 to 10 days late. I Have made payments every month. I have attempted to correct this matter with the credit department but they refuse to return calls. I have disputed this issue with Experian but they also could not resolve the issue.

Account_Number: XXXXXX-XXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the inaccurate information removed form my credit report.

Business

Response:

Business Response /* (1000, 5, 2013/04/23) */

April 23, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted]

This letter is in response to [redacted] complaint regarding "Billing or Collection Issues" [redacted] Thompson ST East Haven; CT dated April 12, 2013.

A review of the notes, payment schedule and bills associated with this complaint has been completed and below are my finding.

Mr. [redacted] was reported past due 180 days in April 2012. He does make payments toward his gas account, but not in a timely manner.

The customer filed a dispute with the Experian and this dispute was forwarded to Southern Connecticut Gas Company ("SCG") Credit office. As for the reason mentioned above, SCG's Credit department [redacted] not clear Mr. [redacted]'s credit report of the past due amount.

SCG bills on a monthly basis and each billing statement has a "Due Before" or "Pay on Presentation" date that the payment is required to be in by. Mr. [redacted] was not making his payments in a timely manner.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Consumer Response /* (3000, 7, 2013/05/01) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Southern Connecticut Gas Company is stating that I do not pay my gas [redacted] "in a timely manner". I am not sure what this means exactly, for the 6 years I have been a customer, I have paid every month. Some months may have been a few days late, but a month was never skipped. I have never received any type of shut off notice. I would think if I were 180 days delinquent, my gas would have been shut off long ago. Southern Connecticut Gas seems to be under the impression that when a customer is late 2 or 3 days on a payment on different occasions, that all of those late days can be compounded to one very overdue payment. I am disputing this because as I stated above, I have never skipped a payment, nor have I had interruption of service. I also had a lawyer contact them on this matter, to which they never responded. They are not taking any action to resolve this mistake on their part and certainly not doing it "in a timely manner".

Business Response /* (4000, 9, 2013/05/13) */

May 13, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted]

This letter is in response to [redacted] complaint regarding "Billing or Collection Issues" [redacted] Thompson ST East Haven; CT dated May 1, 2013.

The Credit office has reviewed this complaint and since he has been current since October 2012; they have agreed to update his credit report.

Mr. [redacted] has been cleared of any negative credit reporting with Experian. SCG does not report to any other credit agencies.

Supervisor, Customer Relations

Southern Connecticut Gas Company

Review: I have been a customer of SCG Co. For many years now. By no choice of my own. There is no other gas company. They monopolize service in poverty stricken areas giving residents No other options. I pay my bill every month. Not in full and not on time but I give what I can. This company abuses its power to terminate service once a year between the months of May to November when most people are not protected by the law in an attempt to claim past due amounts and I am fed up. My children are the ones who suffer from this attack when I have to make them take cold showers and all their meals come from the microwave. The money that I could be saving up to break my bill down is now being used for alternative meals and gas money to go to other peoples houses to shower and cook/eat. I called to make payment arrangements a week later than requested and am now being asked to make a payment larger than my monthly income!! I am also apparently being sanctioned for not applying for a government run funding program "energy assistance" They ask for 90% of the bill!! THATS NOT EVEN REASONABLE or REALISTIC!! I didnt do everything I was supposed to do to help avoid this problem and I cant even get upset and say well I will go to another Gas company because of the monopoly!!! All I am asking for is a more reasonable payment arrangement to get my service restored. I dont play lotto so my chances of becoming a millionaire and very unlikely.Desired Settlement: I want the corporate office to take some initiative to being more aware of who really hurts in this situation. I want corporate to admit they are monopolizing and taking advantage of poverty stricken members of this city and I want them to make more reasonable payment arrangements so I can get my services restored and not be forced to do something drastic to continue to ensure my families well being, safety and security. They asked for $1385.00 I can pay $285 and continue to pay $200 a month

Business

Response:

August 14, 2014

Review: Soconngas sent us invoices by email for several months that we never received. We ve been customers of them for years, always received the invoices at the very same email adress and did not have problems. One day, their system must have changed, their invoices bounced back, they know it as my contact at soconngas gave a screen shot confirming the issue was on their end.The issue is that they reported us as delinquent in our payment (we were) and hit our credit score. I will argue that I can t pay an invoice that I never received. 2nd argument will be that they knew I did not receive my invoices and did not do anything to correct it. I never received a call nor a mail piece to warn me.I ve tried to get that solved with customer service, never got called back and dealt with rude people.I escalated to the supervisor, Ms Lisi, who offered to call me back and never did. I ve sent 2 follow up emails and did not get any answer (i ve provided another email adress to make sure it woukd go through).I consider this credit score hit totally unfair, not justified as long as the mistake is theirs. By the way, I don't owe them any past due.Thanks for helping solve this complaint.Desired Settlement: Socoongas must go back to the credit report companies and remove their delinquent report.

Business

Response:

May 29, 2014

Revdex.com

Complaint Case #: 10061215

Consumer: Nicholas and Doro Ancel

This letter is in response to Nicholas and Doro Ancel complaint regarding “Billing or Collection Issues” for [redacted] CT. 06880; Account # [redacted].

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 28 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 [redacted]

Southern Connecticut Gas Company (“SCG”) web site is supported by a third party vendor and below is their response.

“Hi Deborah,

Service Delivery | KUBRA. “

Mr. Ancel 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

Consumer

Response:

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

Review: My problem is on April 16, when I received my income tax and paid $458.36 on my gas [redacted] which was the total amount due at the time. Then the next bill said I needed to pay the arranged amount $120. By 5/15. On 5/20 I received a letter in the mail stating I will not receive the matching payment so I called and the lady told me it was because I didn't make all monthly payments. Well when I paid the bill in April I thought I was caught up because I paid the past due amount. Problem when I get my income tax I tried to pay everything owed so I wouldn't have this problem. I just went by what it said. I was laid off in February 2012 and I currently live off a part time job making less then 15 hours a week and unemployment and I relied on I income tax to pay my bills. I may not be the smartest person around but I find it so unfair for SCG to let me know in writing I could not receive the matching payment plan but they couldn't let me know in writing that I needed to pay $270 something by May 1st in order to get the matching payment. It really seems as if they don't want you to receive the matching payment, if they can tell me I missed it!!! What would be the harm in telling me I have to pay by May 1st, Maybe they think I should have known but when your worried about paying rent and keeping a roof over the kids heads sometimes you can forget. This is the problem if SCG just sent correspondence a last reminder just to give the customers a chance to make it right instead of the letter stating I wont receive the matching payment. SCG makes more money when customers forget the May 1st deadline. So in short instead of sending my bill stating I need to pay the arrangement amount of $120. by May 15,they should have just sent the [redacted] stating $270 something is due by May 1st in order to receive matching payment from SCG. Times are hard unfortunately SCG is the only gas company around when you have a family you have to tolerate the trickery of the only gas company in New Haven Help Us Lord!

Account_Number: XXX-XXXXXXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

My Ideal settlement would be for SCG to match my payments so I can have a fresh start while I am working on full time employment.( it's a load off a family) not to have to worry about if were gonna have gas and hot water this summer! I'm sure I'm not the only one ask others. Very bad communication with SCG and it's not fair, Something that could be so easily corrected with a reminder letter but wasn't because that would mean SCG would have to honor more matching payment (Think about it)

Business

Response:

Business Response /* (1000, 8, 2013/06/12) */

June 12, 2013

Revdex.com

Complaint Case #: XXXXXXXX

Consumer: [redacted]

This letter is in response to [redacted] regarding "Contract Issues" for [redacted] Winthrop Ave New Haven, CT.

A review of the notes associated with this complaint has been completed and below are my findings.

Ms. [redacted] was entered into the Matching Payment Plan agreement on November 20, 2012. A letter was generated and mail to her stating that she needed to pay five (5) payments of $120.00 before May 1, 2013.

SCG mails this letter out to all customers that enter into this program, and this should be referenced throughout the program to verify that customers pay the correct amount.

Due to the confusion, a "onetime courtesy" [redacted] be offered to Ms. [redacted] and payments made from November 1 and May 1(energy assistance payment and her payment) [redacted] be matched. This adjustment [redacted] bring her account balance on the May 15, 2013 statement to a zero ($0.00) balance.

This adjustment [redacted] appear on her June 2013 statement and she should pay the current charges on a monthly basis.

Every year in November, Ms. [redacted], should contact Energy Assistance and see if she qualifies for hardship. Along with contacting Energy Assistance, she [redacted] need to contact SCG's Credit office. Their contact information is X-XXX-XXX-XXXX Monday through Friday from 7:30am to 6:30pm and entered into the Matching Payment Plan.

Supervisor, Customer Relations

Southern Connecticut Gas Company