Spoke to *** *** on 10-22-5:pm. Reviewed her bills and usage. Meter did not register usage since 04-2014. Scheduled meter exchange which was completed on 10-28-2015. Advised sent to outside company per BPU guidelines. 6-weeks for results
Contacted customer and advised a meter reading was received on 3/12/and she started service in her name as of 3/13/Rebilled with reading from 3/12/and advised customer will be receiving corrected bill in mail
*** at our Service Sentry office has been trying to contact Mr*** to discuss however, she has not received a response. We have left voicemails and will try again
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is conditionally satisfactory to me
My primary issues were resolved expeditiously with your assistance; my mother has heat and South Jersey Gas is being paid. Nothing that follows diminishes this desired state of affairs.I was assured that the customer service representative I spoke with did not act in accordance with South Jersey Gas' policies. I was briefed on their policies. I was assured an effort would be made to make sure customer service personnel knew and followed these policies. Based on this information what happened to me could not have happened, but it did. Therefore, I request follor monitoring of this issue so no one else in a time of stress has this extra burden.What if anything happens to *** is an internal South Jersey Gas personnel matter; not public / my business. The addition of the conditional, supra, is because something I was assured could / should not happen did and this concern was in my original requested resolution. I am unwilling to just walk a way because my personal needs were addressedI am not alone in having to care for an adult family member and I do not want others to have to deal with my situation.I'd be thrilled if South Jersey Gas and the Revdex.com, or whomever the Revdex.com is satisfied with, could review the policy and procedures in place and if need be work out improvements to protect their older clients and their families. Thank you. Regards,
*** ***
Spoke to Ms*** 09-18-with her BPU complaint and again 09-25-2015.She was shut off for non payment. she was advised it takes 3-days for a turn on. Her order was placed on an emergency truck in the attempt to have her turned back on same day as her payment.
Unfortunately due to a struck gas main in her area she had to be rescheduled from 09-to 09-18-2015. Calls were reviewed of representative who rescheduled her and all the calls she made afterwards. Each employee was professional and courteous. The rep who rescheduled her even gave her a $credit.Ms*** was advised SJG will not be providing any additional credits. The company can not predict emergencies and we are a first response company. We are required by law to respond to all leaks and emergencies as first priority. Ms*** states she will continue to file complaints until she receives additonal credit other than $on her account. She was again advised there will be no additional reimbursement
The customer wasn't billed from March to May due to a bad reading in MarchIt appears the meter was read incorrectly and would have billed the customer a very large amountThe system noticed the error and did not generate a billThis was on a list of accounts that needed to be manually bills and
we hadn't gotten to it yetThe customer has now been billed based off an actual meter readingA message was left on 5/22/with a direct phone number to reach us to discuss arrangements and the budget
Customer has been contacted and has been sent a copy of the enrollment form he completed for his review, we are waiting for him to contact us if he wishes to discuss the matter further
Complaint: ***
I am rejecting this response because:I had "Direct Debit" for over yearsMy payments before the problem occurred was spread for the equal payment plan, $for the gas usage and $30.03, totaling $169.03/monthlyIn that time period, I was under *** Card with cancer treatmentsIf necessary, you may verify this fact by contacting Fox Chase Cancer Hospital in PhiladelphiaI was in no shape to monitor South Jersey's Gas mistake/computer errorI was assuming all this time, my bills were being deducted as usualI had no reason to think otherwise, nor knowing that SJG's computer ran into a glitch which caused SJG company not to take my monthly payments from my 'debit accountduring the months February thru August" of It problem came to light when my son opened the August SJ Gas;s bill and asked why my bill was so high? It read over $When I called the 'automatic system' when you talk to a computer, I was told my balance to date was at a $ balance.Being perplexed as one could be, my first reaction was there must be a gas leak somewhere to get such a high gas billI immediately and finally got a person on the phone, not a computer voice telling me someone would call me back, and this person said the $800/plus amount was correct and SJG expected a one time charge to pay off the balanceI told them I did not have that amount in my account and if they did that, I would be "over drawn"At this point, I requested to cancel the "direct debit" of my account.As stated, and for the record; SJG's computer had a computer glitch which caused the company to stop taking my payments from my accounts from February thru August, I was NOT aware of this problemI again, was assuming my bills were being paid as usualWhy wouldn't I? I heard nothing from the company all during those months to tell me my payments were not being recordedSince August, 2015, I have been sending $to allocate $to the Insurance portion of my bill and $to my SJG billUnfortunately, SJG employees were applying the total $to my SJG bill, neglecting the "Insurance" portionOf course, this too, I was not aware of this happening every month.I called yet again, in December, to make payment arrangements that I could afford on a monthly basisI have never denied that I wasn't going to pay this billAfter I explained to Customer Service that because I have limited income from Social Security, all I could afford was the $that I hoped would break down to the usual amounts: $to SJG and $to the Insurance sideCustomer Service agreed that they would bill me $monthly, which would include the $30.03, and although I realized it may be a bit of a hardship, being on a budget, I agreed to this amountThen little did I realize, SJG NEVER paid my Insurance premium during the months their Computer was MALFUNCTIONED, and because of THEIR computer glitch, I'm left with a $that is owed to the Insurance Department(Note: SJG and the Insurance Coare two separate entities)To date, SJG wants me to pay the monthly amount of $211.78, we agreed on along with the $outstanding InsuranceI am in the rears, for a total of $482.04.All this has become an exhausted problem for me, physically and mentally because of "their error", I have this problem.I have been a loyal customer with South Jersey Gas Company for over years and seems they DON'T value their customers or are willing to bend alittle their rules when the problem itself was a direct computer glitch and mistakeThe ONLY favor I am asking and have been asking is to be allowed to spread my unpaid balance along with the usual monthly payments thru a two year payment schedule as to catch up on my SJG's accountWhat a MAJOR shame on SJG if my request can not be filled after years of good conduct on my part.Sincerlely,*** * ***@gmail.com***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: now due to the companies error I am now behind on my bill, and have to pay more each monthI tried several times to contact them and it took them months to fix their mistake, and it was only fixed because I finally spoke with a supervisorI was never contacted about the billing issue they were having! I should have been notifiedThis is terrible to do to a good and responsible customer who is never late with paying her billsThis is unfair and the company thinks that they can get away with doing this to their customers and then have them backed up on their billsOffered a payment plan ofnmonths or not I am still behind due to the companies mistakeThis never would have happened if I was told the correct information the first couple times I called south jersey gas
Regards,
*** ***
*** *** was advised meter was estimated because Millennium (the company that reads the electric and gas meter) did not have access due to gate being locked. *** ***s advised he has relocated his fence for access. Millennium was sent a fax on 09-14-to advise customer has
corrected fence issue.He states he was upset because he was never notified of access issue/estimates. Access letters were mailed on 03-04-and 05-05-2015. Also made him aware that it is printed on his bill every moth if the reading is estimated or actual reading.Advised him Millennium may have to perform estimates in future based on weather. Instructed him how to enter a customer read onlin or over phone. Resolved?
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
I called *** and left a voicemail this morning to advise that payments have not been taken due to a credit on the account and no money due. The budget it set up for $per month and will be taken when balance is showing a debit on account. Also advised that we have record that
she has been given permission to discuss account with us and have made account to show this if she calls again
We apologize that *** *** received such a large bill and that there has been issues with meter readingsThe account has been rebilled to the correct meter reading of and a new bill has been sent today to the customer for $
Contacted Mr*** and advised had online profilesOne was showing account should be receiving electronic bills and one was showing it shouldn'tI deleted one profile with customer's permission and set active profile to receive paper billsProvided customer my phone number to contact me if he
doesn't receive a paper bill with his April billing
[A default letter is
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 have received the payments of $3/20/15, $4/21/15, and $5/19/An adjustment has been done to have the charge of $removedThis will bring the customers balance to zero until his June bill is generatedHe will see the charge has been removed when he receives his
June bill
Per ** *** statement and legal lease she and *** *** both incurred charges at *** *** and the current lease indicates they are both residing at *** *** *** Prior balances must be paid in full before new service(services had been shut off at previous address for non
payment)
Spoke to *** *** on 10-22-5:pm. Reviewed her bills and usage. Meter did not register usage since 04-2014. Scheduled meter exchange which was completed on 10-28-2015. Advised sent to outside company per BPU guidelines. 6-weeks for results
Contacted customer and advised a meter reading was received on 3/12/and she started service in her name as of 3/13/Rebilled with reading from 3/12/and advised customer will be receiving corrected bill in mail
*** at our Service Sentry office has been trying to contact Mr*** to discuss however, she has not received a response. We have left voicemails and will try again
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is conditionally satisfactory to me
My primary issues were resolved expeditiously with your assistance; my mother has heat and South Jersey Gas is being paid. Nothing that follows diminishes this desired state of affairs.I was assured that the customer service representative I spoke with did not act in accordance with South Jersey Gas' policies. I was briefed on their policies. I was assured an effort would be made to make sure customer service personnel knew and followed these policies. Based on this information what happened to me could not have happened, but it did. Therefore, I request follor monitoring of this issue so no one else in a time of stress has this extra burden.What if anything happens to *** is an internal South Jersey Gas personnel matter; not public / my business. The addition of the conditional, supra, is because something I was assured could / should not happen did and this concern was in my original requested resolution. I am unwilling to just walk a way because my personal needs were addressedI am not alone in having to care for an adult family member and I do not want others to have to deal with my situation.I'd be thrilled if South Jersey Gas and the Revdex.com, or whomever the Revdex.com is satisfied with, could review the policy and procedures in place and if need be work out improvements to protect their older clients and their families. Thank you. Regards,
*** ***
Spoke to Ms*** 09-18-with her BPU complaint and again 09-25-2015.She was shut off for non payment. she was advised it takes 3-days for a turn on. Her order was placed on an emergency truck in the attempt to have her turned back on same day as her payment.
Unfortunately due to a struck gas main in her area she had to be rescheduled from 09-to 09-18-2015. Calls were reviewed of representative who rescheduled her and all the calls she made afterwards. Each employee was professional and courteous. The rep who rescheduled her even gave her a $credit.Ms*** was advised SJG will not be providing any additional credits. The company can not predict emergencies and we are a first response company. We are required by law to respond to all leaks and emergencies as first priority. Ms*** states she will continue to file complaints until she receives additonal credit other than $on her account. She was again advised there will be no additional reimbursement
The customer wasn't billed from March to May due to a bad reading in MarchIt appears the meter was read incorrectly and would have billed the customer a very large amountThe system noticed the error and did not generate a billThis was on a list of accounts that needed to be manually bills and
we hadn't gotten to it yetThe customer has now been billed based off an actual meter readingA message was left on 5/22/with a direct phone number to reach us to discuss arrangements and the budget
We apologize for the delay in sending the check, it was mailed on 10/4/so customer will receive it by the end of this week
Customer has been contacted and has been sent a copy of the enrollment form he completed for his review, we are waiting for him to contact us if he wishes to discuss the matter further
Complaint: ***
I am rejecting this response because:I had "Direct Debit" for over yearsMy payments before the problem occurred was spread for the equal payment plan, $for the gas usage and $30.03, totaling $169.03/monthlyIn that time period, I was under *** Card with cancer treatmentsIf necessary, you may verify this fact by contacting Fox Chase Cancer Hospital in PhiladelphiaI was in no shape to monitor South Jersey's Gas mistake/computer errorI was assuming all this time, my bills were being deducted as usualI had no reason to think otherwise, nor knowing that SJG's computer ran into a glitch which caused SJG company not to take my monthly payments from my 'debit accountduring the months February thru August" of It problem came to light when my son opened the August SJ Gas;s bill and asked why my bill was so high? It read over $When I called the 'automatic system' when you talk to a computer, I was told my balance to date was at a $ balance.Being perplexed as one could be, my first reaction was there must be a gas leak somewhere to get such a high gas billI immediately and finally got a person on the phone, not a computer voice telling me someone would call me back, and this person said the $800/plus amount was correct and SJG expected a one time charge to pay off the balanceI told them I did not have that amount in my account and if they did that, I would be "over drawn"At this point, I requested to cancel the "direct debit" of my account.As stated, and for the record; SJG's computer had a computer glitch which caused the company to stop taking my payments from my accounts from February thru August, I was NOT aware of this problemI again, was assuming my bills were being paid as usualWhy wouldn't I? I heard nothing from the company all during those months to tell me my payments were not being recordedSince August, 2015, I have been sending $to allocate $to the Insurance portion of my bill and $to my SJG billUnfortunately, SJG employees were applying the total $to my SJG bill, neglecting the "Insurance" portionOf course, this too, I was not aware of this happening every month.I called yet again, in December, to make payment arrangements that I could afford on a monthly basisI have never denied that I wasn't going to pay this billAfter I explained to Customer Service that because I have limited income from Social Security, all I could afford was the $that I hoped would break down to the usual amounts: $to SJG and $to the Insurance sideCustomer Service agreed that they would bill me $monthly, which would include the $30.03, and although I realized it may be a bit of a hardship, being on a budget, I agreed to this amountThen little did I realize, SJG NEVER paid my Insurance premium during the months their Computer was MALFUNCTIONED, and because of THEIR computer glitch, I'm left with a $that is owed to the Insurance Department(Note: SJG and the Insurance Coare two separate entities)To date, SJG wants me to pay the monthly amount of $211.78, we agreed on along with the $outstanding InsuranceI am in the rears, for a total of $482.04.All this has become an exhausted problem for me, physically and mentally because of "their error", I have this problem.I have been a loyal customer with South Jersey Gas Company for over years and seems they DON'T value their customers or are willing to bend alittle their rules when the problem itself was a direct computer glitch and mistakeThe ONLY favor I am asking and have been asking is to be allowed to spread my unpaid balance along with the usual monthly payments thru a two year payment schedule as to catch up on my SJG's accountWhat a MAJOR shame on SJG if my request can not be filled after years of good conduct on my part.Sincerlely,*** * ***@gmail.com***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: now due to the companies error I am now behind on my bill, and have to pay more each monthI tried several times to contact them and it took them months to fix their mistake, and it was only fixed because I finally spoke with a supervisorI was never contacted about the billing issue they were having! I should have been notifiedThis is terrible to do to a good and responsible customer who is never late with paying her billsThis is unfair and the company thinks that they can get away with doing this to their customers and then have them backed up on their billsOffered a payment plan ofnmonths or not I am still behind due to the companies mistakeThis never would have happened if I was told the correct information the first couple times I called south jersey gas
Regards,
*** ***
*** *** was advised meter was estimated because Millennium (the company that reads the electric and gas meter) did not have access due to gate being locked. *** ***s advised he has relocated his fence for access. Millennium was sent a fax on 09-14-to advise customer has
corrected fence issue.He states he was upset because he was never notified of access issue/estimates. Access letters were mailed on 03-04-and 05-05-2015. Also made him aware that it is printed on his bill every moth if the reading is estimated or actual reading.Advised him Millennium may have to perform estimates in future based on weather. Instructed him how to enter a customer read onlin or over phone. Resolved?
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
I called *** and left a voicemail this morning to advise that payments have not been taken due to a credit on the account and no money due. The budget it set up for $per month and will be taken when balance is showing a debit on account. Also advised that we have record that
she has been given permission to discuss account with us and have made account to show this if she calls again
We apologize that *** *** received such a large bill and that there has been issues with meter readingsThe account has been rebilled to the correct meter reading of and a new bill has been sent today to the customer for $
Contacted customer and went over bills and paymentsCustomer to call back with meter reading to correct billing
Refund check mailed out on July 25th, however customer did not receive. Cancelled check and reissued today will be mailed tonight. Advised customer
Contacted Mr*** and advised had online profilesOne was showing account should be receiving electronic bills and one was showing it shouldn'tI deleted one profile with customer's permission and set active profile to receive paper billsProvided customer my phone number to contact me if he
doesn't receive a paper bill with his April billing
[A default letter is
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
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 have received the payments of $3/20/15, $4/21/15, and $5/19/An adjustment has been done to have the charge of $removedThis will bring the customers balance to zero until his June bill is generatedHe will see the charge has been removed when he receives his
June bill
Per ** *** statement and legal lease she and *** *** both incurred charges at *** *** and the current lease indicates they are both residing at *** *** *** Prior balances must be paid in full before new service(services had been shut off at previous address for non
payment)