Technical Marketing Partners

National Fuel has backdated the adjustment - the customer has been billed only to the final date of April 2, At this time the total balance on the account due as of 4/2/is $

Good morning,On June 13, 2016, the customer contacted our office regarding his high bill.? He was questioning a balance that was transferred to his account.? The call was referred to a supervisor who investigated the situation.? The investigation found that the balance transferred was the customer’s son’s account who had the same first and last name but different middle initial.? The supervisor removed the balance of the son’s account and the late payment charges associated with that balance.? The customer stated he was satisfied with the results of the investigation.On July 18, 2016, the customer contacted our office because the outstanding balance removed from his account was reported on his credit file.? The representative entered a bill dispute for our company to investigate the situationOn July 19, 2016, our supervisor contacted the customer and explained that the company is investigating the situation.On July 20, 2016, our supervisor contacted the company’s Credit and Collections department to notify the collection agency of the correction and to remove it from the customer’s credit report.On July 28, 2016, our company completed the bill dispute, notified the customer in writing that he was not responsible for the balance that was transferred to his account and that our Credit and Collections department had pulled ? this account back from the outside collection agency.On March 6, 2017, the customer contacted our office, because he reviewed his credit report and found that the debt had not been removed from his credit report.? Our representative notified our Credit and Collections department of this information.? The Credit and Collections department requested a copy of the customer’s Experian report.? Our Credit and Collections department confirmed that the collection agency was notified to remove credit item from the customer’s credit report when the dispute was completed in July, 2016On March 9, 2017, the customer provided us with a copy of his Experian report.? The credit report from Experian was forwarded to our Credit and Collections department.? The outside collection agency was instructed to remove this credit item from the customer’s credit file and to send the customer a letter notifying him that this has occurred.On March 10, 2017, our supervisor contacted the customer to explain that the outside collection agency has been notified of their error and to remove the credit item from his credit report.? The supervisor also explained that a letter would be sent to him directly from the collection agency to confirm that his credit report has been corrected.? The customer was satisfied with our resolution and that he will be notified in writing by the outside collection agency that his credit report has been corrected.Sincerely, National Fuel Customer Service

Good morning, We worked with the landlord to switch over the service into the landlord's name as of 7/31/ We attempted to contact [redacted] by phone on 9/19/at 8:AM to provide the customer with this information but the phone number provided in the Revdex.com case did not have voice mail We will send [redacted] an email (at the email address provided in this Revdex.com case) with the amount of his refund along the Quality Assurance department's phone number should he have any additional questions Sincerely, National Fuel Customer Service

Rep from gas company came out to view damageAgreed to replace parts of sidewalk and have landscape leveled properly At this time waiting for this work to be done

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? ? Regards,? [redacted]

Good morning,Ms [redacted] called on 12/11/to start service at her new address An appointment was scheduled for 12/12/however there were no 4-hour appointments available for 12/12/when she called As Ms [redacted] stated, she was unable to meet the serviceman at her new address within minutes Ms [redacted] contacted us multiple time on 12/12/and we did complete her unlock order on 12/12/ We were unable to light her furnace or hot water tank as they were not venting properlySincerely, National Fuel Customer Service

The company has attempted to help this customer by advising we would fix the houseline to restore the gas service.? In order to achieve repairs to the houseline the customer must first make the repairs to the water problems in the basement and? address the? electric issues.? ? ? Adult Protective Services advised NF on 10/16/after making visits to ***'s home - they made recommendations with the agencies that may offer help to fix the water and electrical problems in the home.? Per APS the customer advised them she is opting to move from the homeOnce again the company is willing to work with [redacted] and offer a final bill agreement on the total balance due of $3033.00.? The customer has used the gas and must pay the amount due ( which is currently handled at a Collection Agency as gas is off and bill remained unpaid).? By setting up a final bill agreement the blance would be pulled back from the collection agency and billed monthy at $until paid in fullOnce paid in full the credit bureaus will be notified of the balance pay off.? The customer notes she wants to be on our LICAAP program.? At this time the customers income is over the guidelines for HEAP assistance and for our LICAAP program.? Her account must be active and she must meet the low income guidelines.? At the present time she does not ? ? ?

This is my edited outcome part of my complaint I want help due to my age, I am a retired person, alsoI am and live on a fixed income Ask National Fuel to adjust my Bill, and don't charge me for meter readings after my Gas Meter was locked in the first week of June Remove the $3,-$3,or more charges, find out the updated charges and contact Diversified Adjustment, Collection to end the charges there, 1-800-279- Payments service Repair my credit score statement Get my refund of the money sent to Collections I need an immediate Gasline repair, I suspect someone nearby cut my Gasline and broke it I want to be placed on, a LICAAP program for assisting the elderly with a hardship case, I am using too much Kerosene Oilthe expense is too high, I need $worth a month to stay warm

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***? ? Also, I'd like to thank the people at the Revdex.comGreat job!

Good morning, National Fuel reached out to Mr [redacted] on 7/20/to discuss his billing adjustment issue We apologized for the delay in adjusting his account and a number of different options were discussed as to how to resolve the issue We reached a mutually acceptable agreement and Mr [redacted] 's account has been updated based on the agreement Mr [redacted] was provided with a contact number to call if he has any additional questions or concernsSincerely, National Fuel Customer Service

Good morning, National Fuel was able to reschedule Ms [redacted] 's order to 11/8/17.? A service person arrived just before PM on 11/8/to turn on the service however the customer's houseline failed the air test, indicating a leak in? her? home's gas lines, so we were unable to turn her gas service on? until the houseline leak(s) were? repaired.? We attempted to? initiate? her gas service on 11/16/at approximately 3:25? PM however the order notes indicated that the customer was not ready for gas (e.ghouseline leak(s) not yet repaired).? We? contacted MsJohnson today (11/20/17)? at 10:AM and we were told that the houseline repairs have been made.? We have scheduled another service appointment for Wednesday, 11/22/to initiate her gas service.? Sincerely,? National Fuel Customer Service

Good morning,? Ms [redacted] 's service was restored on 10/18/at approximately 10:AM.? National Fuel does not currently offer a texting option for our call-ahead proceduresSincerely, National Fuel Customer Service

Good morning, Thank you for bringing this to our attention We have reviewed the call and agree with Ms [redacted] that the phone representative did not handle the call in a professional manner and did not treat her with the courtesy we expect from our phone representatives We listened to Ms [redacted] 's call, in detail, with the phone representative and discussed the items mentioned in the Revdex.com complaintDue to privacy concerns, we are unable to provide any additional details regarding outcome of the review with the phone representativeWe attempted to contact Ms [redacted] by phone on Friday, 6/10/at 12:PM and on Wednesday, 6/15/at 9:AM to apologize for the call however there was no answer We did leave a message to call National Fuel back at 686-regarding this Revdex.com complaint Consumer Business National Fuel

Our Quality Assurance representativeDana, spoke to Mr [redacted] today and provided him an estimate for the cost for the mainline extension and the service line he has requestedThe estimate is $for the Mainline and $for the service line.? Mr [redacted] stated he was aware? there was a cost involved, but he previously wasn't told of? the amount he needed to payHe was advised? a shop bill? will be sent to him within the next few daystMr [redacted] requested the bill either be faxed to him at ###-###-#### or? emailed to [redacted] .? ? Once Mr [redacted] pays the bill? the process to install the service will be initiated.? Mr [redacted] has the contact information for Dana, who will be available to assist? him with? the process

Revdex.com Attention:? [redacted] , Complaint Handler Complaint ID [redacted] Regarding the customer’s 1st complaint: On August 22, 2015, the customer called our emergency phone number regarding a gas leak inside his residence.? ? ? Our service person found that there was a leak on the houseline and for safety purposes, the gas was shut off.? Our service person provided the customer a written Receipt of Advise.? The Receipt of Advise explained why the customer’s gas had to be shut off because he was unable to isolate the houseline leak(s).? The customer was advised to have the leaks repaired and once the repairs were complete to call our company and a service person would be dispatched to the customer’s residence in order to turn the gas service back on On August 23, 2015, the customer called our emergency phone number to state that the repairs were made to their house lines.? Our service person was dispatched to the customer’s residence on August 23, 2015.? Our service person attempted to turn the gas on, but found that the leak was not repaired.? For safety purposes we could not turn the gas on for the customer On August 25, at 11:06am and August 26, at 1:54pm, our service person attempted to turn the gas on but found the leak was not repaired.? For safety purposes we could not turn the gas on.? On August 25, 2015, our service person explained to the customer that there is no shut off valve to the fireplace and the houseline did not pass the pressure safety test.? Our service person provided a written? Receipt of Advise which noted these deficiencies On August 31, 2015, the customer contacted our company to advise the repairs were made.? Our company restored service to the customer’s residence on August 31, at 1:58pm.? Our service person confirmed that the leaks were repaired and the houseline passed the safety pressure check ? Regarding the customer’s second complaint: On August 12, 2015, the customer contacted our company regarding concerns about some restoration work to the sidewalk in August, 2014.? The representative notified the service foreman to contact the customer On August 14, 2015, the foreman contacted the customer and left a message for the customer to call him The customer returned the foreman’s call.? The foreman discussed the sidewalk and explained the work required is to city property and the company will complete the restoration to the property? ? The customer indicated he was satisfied with the foreman’s response ? ? ? ? ?

Customer Name: [redacted] RBA: [redacted] ? This customer has previously contacted the PSC on 8/in regards to her service being terminated on 8/It appears the customer was given incorrect information when she previously called the office on 7/The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/(termination date on shut off notice)The account was billing that same day on 7/10, so to stop collections the customer needed to pay $defaulted amount + $current amnt = $The customer made a payment of $that posted to the account on 7/but this payment did not end the collections as she was told it would.? I issued a reconnection order on 8/at 10:15amIt was initially attempted at 11:08am but was missedThe order was reissued that afternoon and was completed that day by 2:24pmI did request for the recon fee to be waivedI tried to call the customer when the PSC case initially came in 8/at 9:01am but there was no answer and I left a voicemailI just tried to reach her again this morning (8/14) and did not reach her and left another voicemail? At this point the issue has already been resolved and the gas is back onThe minimum arrangement has been reinstatedI will continue to try to reach her to make sure her concerns have been addressed.?

We received the complaint Revdex.com [redacted] by US Mail from the Revdex.com for Mr [redacted] S*** We called and spoke with Mr [redacted] who is the owner of the property The customer states he called in April to lock the service at [redacted] Street, Buffalo New York We do see there is a contact on 4/3/from Mr [redacted] regarding a collection termination notice Mr [redacted] is the owner of the premise and the account was coded shared meter which means we cannot shut off the service unless the entire premise is vacant as his meter supplied service to the upper apartment There was a payment made on April 29, and there were other contacts in August The house has been demolished We did offer to cancel all of the bills from May through September when the meters were finally locked This reduced the billing by $which leaves a balance due of $which is the amount due after he made his last payment on April We offered to make a final bill agreement with Mr [redacted] on the balance due We are waiting to hear back from the customer with proof of payments he states he made monthly on this account

Good morning,We would like to apologize for the delay in sending the check out to Mrand Mrs [redacted] The check requisition was expedited on 8/3/after the customer had contacted National Fuel regarding the status of their check We contacted Mrs [redacted] on 8/8/and advised her that the check was mailed to them on 8/5/ The check was cashed by the customer on 8/8/Sincerely,National Fuel

NFG spoke to [redacted] on 7/13/regarding his issue on the automatic withdrawal of $from his checking account We explained to him what happened and what caused the second payment of $on his checking account Mr [redacted] stated that he was aware that he had been making double payments on the account since 11/when he first started in NFG's direct pay program Mr [redacted] would make a payment by check and then his checking would automatically be debited for the amount indicated on the bill statement on the bill due date Each bill statement indicated that NFG would automatically deduct the charges from his checking account on the bill due date Mr [redacted] did not know the final bill would still be processed by direct pay just like the other monthly bills The final bill did state in the upper corner "we will automatically deduct $from your checking account on June 19th, 2015" Mr [redacted] would have had to notify us before the June 19th if he did not wish for the amount to be automatically deducted from his checking account.NFG reversed the returned check fees ($13) that we assessed on his NFG account on 6/30/ Mr [redacted] was advised that NFG is not responsible for his bank overdraft fees.Mr [redacted] is still displeased that this happened (because of his bank fees) however he understands what caused this to happen

Customer name:? RBA: [redacted] ? I made contact with this customer [redacted] on 8/in regards to the Revdex.com complaint that was received on 8/13.? I spoke with her and addressed her concerns regarding the collections activity on the accountI explained to her there was an error made on our part when she previously called the office on 7/The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/(termination date on shut off notice)The account was billing that same day on 7/10, so to stop collections the customer needed to pay $defaulted amount + $current amnt = $The customer made a payment of $that posted to the account on 7/but this payment did not end the collections as she was told it would ? The gas service was restored on 8/at 2:24pmI let her know that the reconnection fee will be waived and the minimum payment arrangement has been reinstatedI apologized for any confusion & inconvenience this may have causedI advised her she can disregard any denial letters she may have received previously as the service has already been reconnected.? She indicated she did not have any additional concerns and was ok with the explanation I provided ?