Technical Marketing Partners

Our Quality Assurance representativeDana, spoke
to Mr*** 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*** 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*** requested the bill either be faxed to him at ###-###-#### or emailed to *** . Once Mr*** pays the bill the process to install the service will be initiated. Mr*** has the contact information for Dana, who will be available to assist him with the process

Good morning,We would like to apologize for the delay in sending the check out to Mrand Mrs*** The check requisition was expedited on 8/3/after the customer had contacted National Fuel regarding the status of their check We contacted Mrs*** 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

Good morning, Mr***'s $1,reimbursement request has been denied per the attached letterSincerely, National Fuel Customer Service

Good morning, National Fuel was able to reschedule Ms***'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

Ms*** called NFG on 8/28/stating that someone had put gas service in her name. NFG sent Ms*** 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*** so we closed the
investigation after days.A representative from NFG's Quality Assurance group spoke to Ms*** on 2/22/in response to this Revdex.com Complaint. Ms*** stated that it was her mother who requested gas service in Ms***' name using her Social Security Number and name.After speaking with our Security Department, we tried to call Ms*** back on 2/22/2016. We left a message for Ms*** to call us back. We called her back on 2/23/2016 however we were unable to leave a message because her mail box was full. We left a message with Ms*** on 2/24/advising her to call us back so that we could discuss her options. We called Ms*** on 2/26/and left her a detailed message with her options.Ms*** has the following options:Have Ms***' 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***' 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*** to discuss her case since our original conversation with her on 2/22/

Customer Name: *** ***RBA: *** 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.

Revdex.com
Attention: ***, Complaint Handler
Complaint ID ***
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

Good afternoon,Ms***'s gas service was turned on at approximately 9:AM on 11/2/16. We called her that morning and left a message to call National Fuel regarding her Revdex.com case. We spoke to her on 11/3/16 and she confirmed that her gas had been turned on. We apologized for
the inconvenience in getting her service turned on.Sincerely,National Fuel Customer Service

Revdex.comComplaint ID ***On August 11, 2015, our company mailed a termination notice to the customer The termination notice provided the amount that the customer needed to pay by August 21, in order to stop the collection shut off order. On August 14, at
3:24pm and August 17, at 5:49pm, our company attempted to reach the customer regarding the termination notice A message was left on the customer’s voice mail to return our call.On August 27, at 2:31pm, the customer’s gas was shut off for nonpayment.On August 27, at 5:39pm, the customer contacted our office regarding the gas service being terminated Our representative reviewed the customer’s account and informed the customer how much they need to pay in order to have their service restored.On August 28, 2015, the customer contacted our office to report the payment was made to have their gas service restored The representative confirmed that the payment was made and scheduled an order to restore the customer’s service on Saturday, August 29, 2015.On August 29, 2015, the service person attempted to restore service, but found the houseline had a leak and the service person was unable to isolate the leak For safety purposes, the gas service was not turned on The service person left a written Receipt of Advice regarding this and explained to the customer that once the leak was repaired to contact the company to have their gas service turned back on The service person explained to the customer that if he was able to repair the leak today, the service person could come back tomorrow, Sunday, as he is scheduled to works weekends.On August 31, at 8:59am, the customer called our company to state the repairs have been made Our representative dispatched a service order to turn on the customer’s gas service. On August 31, at 9:21, our service person attempted to call the residence The customer did not answer the phone but our service person left the customer a message to call back At 9:40am, the service person arrived at the residence but was unable to gain access to turn on the customer’s gas service.On August 31, at 1:19pm the customer called the office regarding the service order to turn on the gas service The representative explained that the company attempted to turn the gas on in the morning Our representative rescheduled the turn on order for September 1, 2015.On September 1, at 11:21am, our service person confirmed the customer’s houseline leaks were repaired and he restored the customer’s gas service

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*** on 8/25/ The second check for $137.42 was issued on 8/12/and
deposited by Mr*** on 8/17/16. We spoke with Mr*** 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

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 ***, and find that this resolution is satisfactory to me. Regards, *** *** Also, I'd like to thank the people at the Revdex.comGreat job!

Good afternoon,Ms***'s gas service was turned on at approximately 9:AM on 11/2/16. We called her that morning and left a message to call National Fuel regarding her Revdex.com case. We spoke to her on 11/3/16 and she confirmed that her gas had been turned on. We apologized for
the inconvenience in getting her service turned on.Sincerely,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,

Good morning, The Quality Assurance group contacted Ms***'s daughter on 5/12/to discuss the billing adjustment. As seen in the attached billing adjustment letter dated April 20, 2017, the bill adjustment was for $based on a recent meter reading. We reviewed the
account history with Ms***'s daughter however she stated that she will not be paying the adjusted bill because it was National Fuel's error. She requested a copy of the account history and then ended the call. We mailed her a copy of the account history on Friday, 5/12/17. Ms*** has been properly billed for natural gas used. The customer has the option to enter into a payment arrangement for the adjustment amount if she would like more time to pay these charges. Sincerely, National Fuel Customer Service

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 afternoon,National Fuel spoke to *** *** on 3/20/regarding the amount owed on her gas account. Our representative offered to send the customer her account history that would provide her with her billing and payment information. *** *** did have an outstanding
balance of just over $1,on one of her earlier accounts however that unpaid balance was transferred to her new account in March 2015. The $1,amount referenced by *** *** is included in her balance that is just over $3,000. *** *** declined our offer to send her account history. *** *** indicated that she had made regular payments on the account. Our representative asked her if she could send us proof of those payments so that we could investigate where the payments were posted. *** *** then stated that she was going to hire a lawyer and ended the phone call.Based on the review of our records, the past-due amounts quoted to *** *** are correct. Sincerely,National Fuel Customer Service

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

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

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, 1-800-279-3733 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.