Technical Marketing Partners

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.  Revdex.com spoke to Francis Watts today. He stated that he never received a notice back to him. He is requesting that half the bill be wiped away, as he will only pay half.

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

Good morning,We would like to apologize for the delay in sending the check out to Mr. and Mrs. [redacted].  The check requisition was expedited on 8/3/16 after the customer had contacted National Fuel regarding the status of their check.  We contacted Mrs. [redacted] on 8/8/16 and advised her that...

the check was mailed to them on 8/5/16.  The check was cashed by the customer on 8/8/16. Sincerely,National Fuel

We apologize for the delay in sending Ms. [redacted] her refund check.  Ms. [redacted]'s check for $144.20 (check #[redacted]) will be mailed today (7/6/16) so we anticipate that she will receive it no later than Saturday, 7/9/16. We will be contacting Ms. [redacted] by phone to provide her with the...

above information.   Sincerely, National Fuel

Good morning,Ms. [redacted] called on 12/11/17 to start service at her new address.  An appointment was scheduled for 12/12/17 however there were no 4-hour appointments available for 12/12/17 when she called.  As Ms. [redacted] stated, she was unable to meet the serviceman at her new address...

within 15 minutes.  Ms. [redacted] contacted us multiple time on 12/12/17 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

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 situation. On 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, National Fuel reached out to Mr. [redacted] on 7/20/17 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 concerns. Sincerely, National Fuel Customer Service

This is my edited outcome part of my complaint.  I want help due to my age, I am a retired person, also. I am 63 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 2014 Remove the $3,107 -$3,618 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 Oil. the expense is too high, I need $400 worth a month to stay warm.

Customer name: 
RBA: [redacted]
 
I made contact with this customer [redacted] on 8/19 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 account. I explained to her there was an error made on our part when she previously called the office on 7/10. The representative she spoke to on that date advised her she could pay the defaulted amount on her minimum payment arrangement ($194.77) before 8/6 (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 $194.77 defaulted amount + $40.86 current amnt = $235.63. The customer made a payment of $198 that posted to the account on 7/13 but this payment did not end the collections as she was told it would.
 
The gas service was restored on 8/13 at 2:24pm. I let her know that the reconnection fee will be waived and the minimum payment arrangement has been reinstated. I apologized for any confusion & inconvenience this may have caused. I 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.

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, 2016 to inform him that his rebate had been approved and that the rebate check would be mailed out within 1-2 weeks.  We also provided a call-back number if he had any additional questions. We 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, 2016.

Revdex.comComplaint ID  [redacted]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, 2015 in order to stop the collection shut off order. On August 14, 2015 at...

3:24pm and August 17, 2015 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, 2015 at 2:31pm, the customer’s gas was shut off for nonpayment.On August 27, 2015 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, 2015 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, 2015 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, 2015 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, 2015 at 11:21am, our service person confirmed the customer’s houseline leaks were repaired and he restored the customer’s gas 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 complaint. Due to privacy concerns, we are unable to provide any additional details regarding outcome of the review with the phone representative. We attempted to contact Ms. [redacted] by phone on Friday, 6/10/16 at 12:20 PM and on Wednesday, 6/15/16 at 9:45 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

NFG spoke to [redacted] on 7/13/15 regarding his issue on the automatic withdrawal of $12.99 from his checking account.   We explained to him what happened and what
caused the second payment of $12.99 on his checking account.  Mr. [redacted] stated that he was aware that he had been...

making
double payments on the account since 11/2014 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 $12.99 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 6/30/15.  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.

Ms. [redacted] called NFG on 8/28/2012 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 30 days.A representative from NFG's Quality Assurance group spoke to Ms. [redacted] on 2/22/2016 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 2/22/2016.  We left a message for Ms. [redacted] 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. [redacted] on 2/24/2016 advising her to call us back so that we could discuss her options.  We called Ms. [redacted] on 2/26/2016 and left her a detailed message with her options.Ms. [redacted] has the following options:1. 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 updated.2. Enter into a payment agreement with the collection agency. 3. Pay the charges on the account.4. Take her mother to Small Claims Court for the gas bills. 5. Enter into a deferred payment agreement for the amount owed if she needs to apply for a new gas account.As of 9:00 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 2/22/2016.

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]

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, 2015 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, 2015 would be reviewed by a supervisor.
 
On August 3, 2015 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 8/3/15 but the customer’s service was turned on 8/5/15 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.

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

National Fuel has backdated the adjustment - the customer has  been billed only to the final date of April  2, 2015.  At this time the total balance on the account due as of 4/2/15 is $549.47.

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 9/19/17 at 8:30 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

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]