Technical Marketing Partners

Good morning,? The lawn and sidewalk work is scheduled to be started the week of 9/25/17.? Sincerely,? National Fuel Customer Service?

Customer name:?
RBA: ***
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I made contact with this customer *** *** 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
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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
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Good afternoon, National Fuel met with Mr*** on 5/8/to discuss the where Mr*** thought we had damaged his drain tile.? A plumber was sent to the site on 5/9/to get a visual inspection of? the drain tile system using a remote camera.? The investigation revealed that
there was no damage to the drain tile system.? A National Fuel foreman left a message with Mr*** on 5/9/with the results of the investigation and provided a call-back number if he had any additional questions.? Sincerely,? National Fuel Customer Service?

Good morning,Ms*** had already made the necessary payment? when National Fuel received this Revdex.com case.? Ms*** was provided with the phone number for the Quality Assurance department should she have any future concerns or issues.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?

Good afternoon, We called Mr*** this morning (10/25/16) and he indicated that his driveway has been repaired.? He has no remaining issues at this timeSincerely, National Fuel Customer Service? ?

National Fuel and the contractor reached out to Mr*** on 7/22/and advised him that the repairs should be completed by Tuesday, 7/26/? The repairs were made on 7/26/? Mr*** 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 afternoon,? A service center supervisor will meet with Mr*** to discuss leveling the dirt pile described by Mr***.? The Buffalo area has received almost 5" of rain since the main line work was completed.? We have found that doing lawn restoration work after mid-October
is not practical since the grass does not have a chance to start growing before the colder weather arrives.? The lawn restoration work will be started next spring? once the weather warms up and the ground is dry enough to work on.? Sincerely,? National Fuel Customer Service

Good morning,Ms*** 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*** stated, she was unable to meet the serviceman at? her new address
within? minutes.? ? Ms*** contacted us multiple time on 12/12/and we did complete her unlock order on 12/12/17.? We were unable to light her furnace or hot water tank as they were not venting properly.? Sincerely,? National Fuel Customer Service

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 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,? *** ***

Good afternoon,? We have reviewed *** *** account regarding the missing LICAAP credit as a result of her move to her new address.? We have credited her account $to reflect the LICAAP arrearage forgiveness owed to her for? the timely payments? made between August
and? December 2016.? *** *** LICAAP arrearage forgiveness eligibility period has expired so she is no longer eligible for future LICAAP arrearage forgiveness.? We made multiple attempts to contact *** *** by phone however the? calls did not go through and we were unable to leave a voice mail message.? Sincerely,? National Fuel Customer Service?

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

To:? [redacted] Complaint Handler
Re:? Complaint ID:? [redacted]
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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.?
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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
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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.?
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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

Good afternoon,National Fuel attempted to contact Ms*** on? 12/13/16, 12/15/16,? 12/20/16, and 12/22/16.? We did speak to her on 12/15/to explain that there were two different accounts that were in her name for that address since she closed (locked)? the first one and then
needed service resumed.? During the 12/15/conversation, Ms*** was advised that the two different balances were for the two separate accounts that she had with us.? We spoke to Ms*** today (12/22/16) and she plans to pay off the balance today.? National Fuel will contact the credit agency once the payment has posted to clear her credit record.? We will also send Ms*** a letter indicating that she has a zero balance once the payment posts.Sincerely,National Fuel Customer Service

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.?

The consumer called to say her rebate check was received yesterday via UPS. Thank you!

Our Quality Assurance representative contacted Ms. [redacted] and advised her rebate has been approved.  The rebated is being processed and she can expect to receive her rebate check soon. Thank you,Vicky H[redacted]

Revdex.com:
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.I have received another letter that I am being denied service now as of 8/13/2015. The gas has been turned on but will it be turned off again?  I have tried to return Mr. [redacted] call but they never answer when you call. It seems there billing department is a little off and crossing with the wrong information.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,

Mr. [redacted] applied for gas service over the phone 3/21/16 at approximately 2:25 PM.  We were unable to verify Mr. [redacted] identify so we advised him to stop at one of our offices with the required documentation or fax that information to us.  The phone representative who took...

the phone call generated a followup letter to send to the customer advising him of, in writing, what he needed to provide in order to start gas service. Mr. [redacted]' documentation was received around 4:10 PM on 3/21/16 and his unlock order was released.  The unlock order was worked on 3/22/16 at 10:54 AM which started gas service in Mr. [redacted]' name. Since we are unable to cancel a letter once it is created, Mr. [redacted] received the letter requesting documentation after he had already provided the information to us and after his gas service was already started. We contacted Mr. [redacted] regarding the timing of the letter and advised him that he did not need to provide us with any additional information.  Mr. [redacted] did not have any additional concerns at this time.

A thorough review of Mr. [redacted] account showed:
7/2/2015  Termination notice issued - $113.82  proposed termination date 7/20/2015
7/16/2015 - Telephone Mr. [redacted] residence left message on answering maching of proposed termination
7/23/2015  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 24 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. [redacted].  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 messages. Our representative referred this to our Security department.  At that time the [redacted] police were contacted and the police met our service tech at Mr. [redacted]'s home [redacted] to restore the service on 7/24/2015.
There was no error in the termination of service for Mr. [redacted] and National Fuel will not waive the reconnection fee.