Technical Marketing Partners

A thorough review of Mr [redacted] account showed: 7/2/ Termination notice issued - $ proposed termination date 7/20/ 7/16/- Telephone Mr [redacted] residence left message on answering maching of proposed termination 7/23/ Term locked meter with personal contact Mr [redacted] contacted the office and advised he made the payment to have the service restored He was advised at that time the service would be restored within hours and he would be charged a reconnection fee He immediately requested to speak to a supervisor and hung up before the supervisor came to the phone He called back several times and was extremely vulgar to our reps and supervisors and wanted the gas on now and the fee waived We received the Revdex.com complaint and our QA representative contacted Mr*** He was extremely irate from the start and began yelling using vulgar language Mr [redacted] also threated our representative and made threats referencing our company Mr [redacted] called our rep repeatedfly leaving irate messagesOur representative referred this to our Security department At that time the [redacted] police were contacted and the police met our service tech at Mr***'s home [redacted] , [redacted] , [redacted] to restore the service on 7/24/ There was no error in the termination of service for Mr [redacted] and National Fuel will not waive the reconnection fee

Good morning,We spoke to? Mrs [redacted] on 5/8/17? and advised her that we would take her account out of the disconnection cycle at this time since they do make regular payments on their account.? We also advised her that if the full balance was not paid by the time that her? next bill is generated, they would receive a new disconnection notice.? Mrs [redacted] indicated that she plans to make a payment on Thursday (5/11/17).? Sincerely,? National Fuel Customer Service

We spoke to Mr [redacted] on November 5, and advised him that we credited his account for the May - September charges in an effort to resolve his complaint made through the Revdex.com Mr [redacted] still has a balance on the account since he has made only one payment on the account The April payment satisfied the Standard Agreement down payment amount which was enough to stop collections on the account Mr [redacted] was also advised that since the gas meter for this account provides service to more than one residential unit (apartment), the account must be in the name of the owner under NY's Shared Meter Law Mr***'s tenants benefited from the natural gas service and he is responsible for those bills Mr [redacted] was billed every month and he made no mention that he wanted to end service until 8/14/ National Fuel has offered Mr*** the option to enter into a Final Bill agreement for the remaining balance on his account at which point we would remove the record from the collection agency To date, Mr [redacted] has not accepted our offer There will be no additional bill credits applied to Mr***'s account as the gas was used by Mr***'s tentants Mr [redacted] received a monthly bill for these charges Mr [redacted] still has the option to enter into a Final Bill agreement with National Fuel He also has the option to enter into a payment agreement directly with the collection agency

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is acceptable under the agreement that any other solution would of frankly been a hassle moving forward and it was better to just settle with the mutual agreement provided.? Regards, [redacted]

Ms [redacted] called NFG on 8/28/stating that someone had put gas service in her name NFG sent Ms [redacted] a theft packet and she was advised that she needed to fill it out and return it to us We did not receive any information back from Ms [redacted] so we closed the investigation after days.A representative from NFG's Quality Assurance group spoke to Ms [redacted] on 2/22/in response to this Revdex.com Complaint Ms [redacted] stated that it was her mother who requested gas service in Ms [redacted] ' name using her Social Security Number and name.After speaking with our Security Department, we tried to call Ms [redacted] back on 2/22/ We left a message for Ms [redacted] to call us back We called her back on 2/23/however we were unable to leave a message because her mail box was full We left a message with Ms [redacted] on 2/24/advising her to call us back so that we could discuss her options We called Ms [redacted] on 2/26/and left her a detailed message with her options.Ms [redacted] has the following options:Have Ms [redacted] ' mother accept responsibility for the gas account and place it in her name The mother will need to come into a National Fuel office with id and sign a Statement of Responsibility (SOR) Once the SOR is signed, we can change the name on the account and have Ms [redacted] ' credit report updatedEnter into a payment agreement with the collection agencyPay the charges on the accountTake her mother to Small Claims Court for the gas billsEnter into a deferred payment agreement for the amount owed if she needs to apply for a new gas account.As of 9:AM on 3/1/2016, we have not received any calls from Ms [redacted] to discuss her case since our original conversation with her on 2/22/

Good afternoon, Due to a clerical error, National Fuel issued two checks rather than one check to refund the money owed to Mr*** The first check for $was issued on 8/10/and deposited by Mr [redacted] on 8/25/ The second check for $was issued on 8/12/and deposited by Mr [redacted] on 8/17/ We spoke with Mr [redacted] on 8/25/and he confirmed that he did receive and deposit the second check We apologize for the incorrect direct debit payment that was posted to his account that created this issue Sincerely, National Fuel

National Fuel researched Mr [redacted] 's complaint and he is correct in stating that his rebate had not been sent We spoke to the vendor handling the Conservation Incentive Program (CIP) rebates for National Fuel and we worked with them to re-process his rebate application An Energy Services representative from National Fuel left a message with Mr [redacted] on Thursday, May 19, to inform him that his rebate had been approved and that the rebate check would be mailed out within 1-weeks We also provided a call-back number if he had any additional questionsWe apologize for the delay in processing Mr [redacted] 's rebate check Our vendor changed their procedures within the past few months and we having been working with them to resolve issues such as this Mr [redacted] can contact National Fuel directly if he does not receive his rebate check by June 4,

National Fuel and the contractor reached out to Mr [redacted] on 7/22/and advised him that the repairs should be completed by Tuesday, 7/26/ The repairs were made on 7/26/ Mr [redacted] called Todd on 7/28/shortly after PM and said that he was happy with our response and was satisfied with the sidewalk restoration

Good morning, The lawn and sidewalk work is scheduled to be started the week of 9/25/ Sincerely, National Fuel Customer Service

Our apologies to Ms [redacted] for the inconvenience? she experienced.? The field? service supervisor notified us that the gas service was turned on June 4, 2018.? The gas range has a safety issue and was left off at that time.? The other appliances are operational.? ? Thank you,Vicky H [redacted]

We called and spoke to the customer.? Initially the customer told us her neighbor came in and cut her water line and that she has been living in the home with kerosene heaters.? Gas service has been off since June 2014.? The customer did say there is water in the basement ( per Receipt of advice from company) but currently it is just damp.? Advised we would send someone out to investigateThe service tech found a water main break in the basement on Friday, October 2, 2015? with? running water.? He also found the cusomter NOT to be in good mental health.? We were not able to look at or fix the houseline leak at this time (although we wil return to fix once the water break is fixed and there is no water in basement).? ? ? It was also determined that the hot water tank needs to be replacedWe have referred the customer through our special assistance group to Erie County Adult Protection Services for assistance based on the information provedied that our serviceperson found her NOT to be in good mental health.? ? They should be contacting her.?

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/ 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

The gas service was restored around pm on 7/11/and? all the appliances were put back in serviceBrandon? spoke to the customer's wife and apologized for the serviceman not providing advance notice of the interruption? Brandon provided his phone number should they have any additional concernsWe also forwarded this complaint to the service center for them to review with the serviceman in order to provide better customer service in the futureNational Fuel

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. As stated in responce from national fuel my conversation with them in april was regarding collection to avoid shut of for none paymentThis was NOT when I requested shut offI had called to discontinue service late jan or early feb and they refused, I then stopped paying my billsIn April they called to threaten shut off if I did not pay which is what I wanted and I informed them of that againLater that month my tenant made a partial payment which delayed the shut off even longerThe recent offer from national fuel is a step in the right direction but does not correct the problem Regards, [redacted] ***

Good morning, A National Fuel representative met with Mr [redacted] and a representative for the City of Buffalo National Fuel's contractor plans to have the road cut on S Elmwood Ave near Carey St repaired by either the end of this week (9/16/16) or next week (9/23/16) Sincerely, National Fuel

National Fuel and the contractor reached out to Mr [redacted] on 7/22/and advised him that the repairs should be completed by Tuesday, 7/26/? The repairs were made on 7/26/? Mr [redacted] called? Todd on 7/28/shortly after PM and said that he was happy with our response and was satisfied with the sidewalk restoration

Good morning, We worked with the landlord to switch over the service into the landlord's name as of 7/31/17.? 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?

We contacted the Operation's foreman for this area and was advised the work will begin in approximately daysOur Quality Assurance department called the customer and left a messageBecause the customer is in the process of selling her home a letter will be sent stating this information so that she can share it with prospective buyers?

We tried on several occasions to get in touch with [redacted] however he never returned our phone call On 10/the customers girlfriend *(the only person that calls on this account) called and stated she was the one who called the Revdex.com We advised her to have the cusomter of record call us to discuss this account To date he still has not contacted our office; however it appears tat on 10/ $was paid to reconnect the gas account [redacted] had the gas on at this address prior to [redacted] White and owes a past debt It is our belief that [redacted] does not live here however has the service on for [redacted] The gas service was restored on Saturday 10/3/

To: [redacted] Complaint Handler Re: Complaint ID: [redacted] On July 27, 2015, the customer contacted our office A review of the call finds that the customer called and stated she was changing her address and the representative asked if she was closing the account The customer stated yes and the representative proceeded to schedule an order to close the customer’s account The representative asked where the final bill should be sent and the customer provided her new address The representative closed the call by confirming the date the account is to be closed When the representative asked if there was anything else she could do, the customer did not ask to turn service on at her new address, but our company representative did not ask the customer if she wanted to have gas service turned on at the new address On August 3, at 1:21pm, the customer contacted our office stating she did not have gas service at her new address and thought she contacted our office to transfer her service The representative reviewed the account and explained there was no pending service order to turn the gas service on in her name at her new address The representative proceeded to complete the application and explained to the customer that the first available date to turn on her gas service on was August 10, The customer became upset because she thought there was already an order in our system to transfer her service from her previous address to her new home The representative reviewed the situation with a supervisor and advised the customer that her call from July 27, would be reviewed by a supervisor On August 3, at 3:11pm, the representative contacted the customer and explained the call was reviewed and it was unclear about the transfer of service The representative explained she received approval to dispatch an order to turn her service on that evening The customer explained she was concerned about being available at her new home because she had an order to turn service off at her old home Our company was unable to gain access on 8/3/but the customer’s service was turned on 8/5/at 2:36pm On August 10, 2015, a company supervisor contacted the customer to discuss her complaint The supervisor apologized for the misunderstanding The customer appreciated the call back