Technical Marketing Partners

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, 2015.? 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

After reviewing the case, National Fuel will work with the Ms*** to have her electric line repaired. A Service Center supervisor will be in contact with Ms*** to arrange a convenient time to meet with an electrician

Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis is my further complaint
Today, on 10/05/around Pma Representative from Social Services, Department of Adult Protective Services came over to meet me and view my living arrangement
I spoke intelligently to a young lady, named *** *** about my past health problems and that I am not on medication and in good state of mindMy basement has running water, yes, from a pipe near the wash Basin, the leaking water is in one pool on the floor, not any deep water, at all
My Kerosene Heaters are my only source of heat, of them, the oil is a big expense for me
It is cheaper to heat for $or $a month, that was my estimated Budget plan ladt year, before my Gas shut off, due to a leak, from a cut or broken Gas lineWhy should I pay over $3,for Gas after months without Gas, back after June MY BILL WAS USUALLY $100/mo
*** contacted someone to help me get estimates and quotes, I accepted to do that, as long as I won't be overchargedI really want free help from National Fuel Gas Co
, instead to do minkr repair, before the plumbing part gets doneI need extra money tonpay a plumber out of my own pocketI might cancel getting an estimate, after *** offered me a list of ways to get housing help and a clean uncluttered Seniors Apartment in a better neighborhood
National Fuel I believe overcharged me, I want Social Service to pay my Bill for me to help me avoid health problems, from cold air exposure, after or before my Gas line is fixed
I was given a list of Emergency resources, like City Mission and Haven House, Salvation Army, Cornerstone Manor and Belmont Shelter
I am not mentally ill, I just need Home repairs and my Gas Bill balance adjusted
My house is cluttered, unbelievably and I need to move to get out of a messMy basement is clean and has no clutterI have Water Main and Sewerline protection Warrantyso I believed, the Water Resource Co is giving me problems about full coverage for insiderepairs
Ask National Fuel to explain why I have to pay so much to restore my servicrs back on, somewhere other than here,at 87, somewhere in an apartment, while paying rent
I need to board my house up and move out to rent a house or an apartment in my own nameand not live in a Rooming House
I will have to decide what to do soon,before next month and Winter
My house needs major repairs, it is best for me to move, plumbing, roofing, Gas line repairs, and Electrical work
National Fuel has not resolves my heating problem here due to running water leaksbin my basement, that requires expensive plumbing repairsI am happy over Social Service updates and followups
[To assist us in bringing this matter to a close, we would like to know your view on the matter
Regards,
*** ***

We received the complaint Revdex.com *** by US Mail from the Revdex.com for Mr*** S***. We called and spoke with Mr*** who is the owner of the property The customer states he called in April to lock the service at *** Street, Buffalo New York. We do see
there is a contact on 4/3/from Mr*** regarding a collection termination notice. Mr*** 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 2013. 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 2013. We offered to make a final bill agreement with Mr*** 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 afternoon,On 1/14/16, our company records show that the service at *** *** *** *** ** *** was established in the customer’s name with a company reading of ***On 4/25/16, our company records show that the service at *** *** *** *** ** *** was finalized with a company meter
reading of ***A final bill for $due 5/17/This bill included the current month charges of $for service from 4/13/to 4/25/16, and the prior balance of $126.05. On 8/5/16, the final bill balance of $remained unpaid and was released to a collection agency. On 10/27/17, a payment of $posted to the account which brought the account balance to $0.00. On 4/4/18, the customer contacted our office to state that she receive a call from a collection agency regarding the balance of $payment that she made to this account on 10/27/The company representative confirmed that the payment of $was received on 10/27/The company representative explained that the collection agency call was made in error and that our credit and collections department would be notified of the issueThe customer requested a letter stating the balance has been paid in full. Please see attached file for the letter sent to the customer indicating that the account is paid in full. On 4/4/18, our credit and collections department received a balance check from the collection agency that contacted ***The collection agency was notified that the customer’s debt balance of $was paid in full. On 4/5/18, our credit and collections department mailed *** *** a paid in full letter stating that the balance of $was received on 10/27/The letter also confirmed that the collection agency has been notified that the balance has been paid in full and to have her credit report updated to reflect the balance has been paid as wellI have attached a copy of the letter that was mailed to the customer Sincerely, National Fuel Customer Service

Consumer contacted Revdex.com to advise that National Fuel began the work and she is very thankful

We apologize for the delay in sending Ms*** her refund check Ms***'s check for $(check #***) will be mailed today (7/6/16) so we anticipate that she will receive it no later than Saturday, 7/9/We will be contacting Ms*** by phone to provide her with the
above information. Sincerely, National Fuel

Good morning, On June 2, 2017, our company records show that the customer established service at her residence. The service was established with a meter reading obtained by the company. The customer’s residence has an outside gas meter and the company is scheduled to
read the gas meter every other month. The customer can provide a meter reading on the months that their accounts is scheduled to be estimated to receive an actual bill rather than an estimated billOn January 12, 2018, our company records show that the customer came into our office questioning the estimated bill. The representative explained the company is scheduled to read the meter every other month. She also advised the customer that she could provide a meter reading to confirm the accuracy of the estimated bill and if an adjustment was required, a new bill would be mailedOn January 24, 2018, the customer came into our office and provided a meter reading. Because the account was scheduled to be billed next on February 1, 2018, the representative explained she would receive a minimal bill because the bulk of her usage was billed on her previous bill. On February 28, 2018, the customer was billed for service from February 1, to February 28, based on a company reading for 353ccf. On March 14, 2018, a service order was dispatched to read the meter to confirm that the meter reading that was used to bill the customer on February 28, was accurate. The service order confirmed the meter reading used for billing was not accurate. As a result, the customer’s account was rebilled with the reading obtained on March 14, which resulted in a credit being applied to the customer’s accountOn March 16, 2018, a supervisor contacted the customer and reviewed how the company is scheduled to read her meter every other month, how the bills are estimated on the months the company is not scheduled to read her meter and the corrected bill that was mailed to the customer. The customer was advised that she may provide a meter reading on the months that the company is not scheduled to read the meter and a schedule can be mailed to her which provides the dates the customer would need to provide a meter reading. The customer requested the meter read document. The customer was satisfied with the results of the contact by the supervisor from our companySincerely, National Fuel Customer Service

Consumer contacted Revdex.com to advise that National Fuel began the work and she is very thankful

Good morning, National Fuel reached out to Mr*** 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***'s account has been updated based on the agreement. Mr*** was provided with a contact number to call if he has any additional questions or concernsSincerely, National Fuel Customer Service

Mr*** is correct in stating that he never received advanced notification of planned construction work related to NFG's gas lines where he owns property. A construction notification letter was sent to his tenant in October however Mr*** never received this
notification. This provided Mr*** with little time to get the information he wanted. We apologized for not notifying him in a timely manner. His concerns regarding the lack of timely notification have been passed along to our construction group. They are in the process of reviewing and updating their notification process so that the property owner is also notified when we have that informationMr*** spoke to someone in the construction area who was able to answer his questions. Our construction group has scheduled the work to be completed on Mr***'s property for Tuesday, April 19, 2016.

Good morning, Thank you for bringing this to our attention. We have reviewed the call and agree with Ms*** 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***'s call, in detail, with the phone representative and discussed the items mentioned in the Revdex.com complaint. Due to privacy concerns, we are unable to provide any additional details regarding outcome of the review with the phone representativeWe attempted to contact Ms*** 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 686-6123 regarding this Revdex.com complaint. Consumer Business National Fuel

National Fuel researched Mr***'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*** 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***'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*** can contact National Fuel directly if he does not receive his rebate check by June 4, 2016.

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 *** 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

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

National Fuel's Quality Assurance representative, Kyla, attempted to contact *** *** (the name on the National Fuel gas account) on 4/26/at 8:32AM. The call was answered but then the person hung up.On 5/1/at 9:11AM a second attempt was made to contact the
customer. There was no answer or voicemail to leave a message. On 5/14/a letter was sent to the customer advising them to contact the Quality Assurance department for assistance.Once the customer contacts National Fuel they will be provided with options for their gas bill.

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

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

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

First, we would like to apologize to Mr*** for the amount of time it has taken to repair the damage to his property We have been in contact with the contractor, that was working for National Fuel, who caused the damage and the insurance company who is processing the damage claim The
Property Adjuster from Erie Insurance spoke to Mr*** this afternoon (8/10/16) and informed him to get a repair estimate We spoke to Mr*** shortly after this call and Mr*** was unsure of that type of contractor to call We reached out to our DuBois Service Center to get a list of some contractors who do this type of work and provided the information to Mr***. We provided Mr*** with a contact person at National Fuel that he can call directly if he has any additional questions or problems regarding this matter. Sincerely, National Fuel