Customer was enrolled in the direct debit plan with a threshold of $200 per month set by customer. [redacted] called on 08-11-2015 and cancelled her direct debit.The customer did not contact SJG Feb.-August when payments were not deducted from their checking account. They didn't call until system...
error was corrected and they were billed for the payments that were not deducted. The payments could not be deducted when system was corrected due to the threshold the customer had placed on the account.We spoke to **. and **s. [redacted] and provided them a 12 month payment arrangement on the balance of $512.92 ($42.75 ) + budget of $139 = $181.75.SJG can not make arrangements on the customers service plan. The customer was advised they would have to contact Service Sentry to make arrangements on that balance.**. and **s. [redacted] were both advised the longest payment arrangement was 12 months. The company does not offer 24 month arrangements. Explained the 12 month arrangement is less than the customer would have paid during the months no payment was deducted/received. Accounts impacted by system error were given arrangements equal to the number of months the account did not bill properly(6months in this case); however we did extend it for the [redacted]'s account.The customer did not contact SJG Feb.-August when payments were not deducted from their checking account. They didn't call until systemerror was corrected and they were billed for the payments that were not deducted.Customer requested direct debit again, a form was sent to reapply. For customers finacial security the compnay does not take banking information over the phone.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] spoke to Mr. [redacted] on 07-28-2015 and advised new meter was set 09-17-2014 with an index of 0000.Mr. [redacted] confirmed his current meter index on 07-28-2015 was 1518.Mr. [redacted] states SJG is triple billing him.He was advised his historical data is consistent and he has high winter...
consumption. Mr. [redacted] also was advised he added additional appliances and temperatures were lower this year causing his bills to be higher. There was also a rate increase approved by the BPU 10-01-2014.There have been no payments on account since 11-17-2014 and current balance is $2095.77.Mr. [redacted] was offered to place balance on a 10 month payment arrangement and a $50 good customer relation credit since he did not receive his bill in the mail.Mr. [redacted] declined, stated he would take SJG to court, and then hung up.
The service contract that Ms. [redacted] has is with the company Homeserve who is a contractor for South Jersey Gas. They are contacting customer directly to discuss contract coverage. The service department confirmed that the stove has since been repaired and the customer is satisfied with this...
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
My sincere apologies for the level of service you received from South Jersey Gas. I can confirm all representatives are going to be completing vigorous training in this area. I can see that your service has now been turned on as of 11/9/16 and I have arranged to credit your account...
I contacted customer on 5/4/15 and advised that gas was being used with no customer record so we looked into the owner of property to bill them for the gas being used. Customer thought he was being billed gas from [redacted]. He confirmed SJG meter number and was going to contact [redacted] to confirm and...
Company was not notified until 10-22-2015 when customer filed a BPU complaint. Septemeber bill was returned by post office as undeliverable with no forwarding address. SJG contacted property manager and transferred property back into their name as of 09-01-2015. Refund of...
$200381 was same day BPU complaint received. [redacted]
Customer never charged for a return payment. Looked at last 4 months of bills and no bill ever shows a returned payment or any additional charges. Have been working with [redacted] to allow the $75 they advised her would no longer be on her bill. Have to complete a manual adjustment and have it...
approved. Once that is done her bill will be $75 less and will allow $25 in interest of good customer relations. On June bill should see $75 adjustment and $25 adjustment.
Complaint: [redacted]I am rejecting this response because: While I appreciate the quick response from South Jersey Gas, I feel they should have 1) recognized the error much sooner than they did; and 2) shared in the cost burden for their customers. In my view, it's totally unacceptable to impose an undue burden (cost, stress, time) on approx. 12,000 customers without some type of significant remuneration to share this burden. Regards,[redacted]
Customer was called and voice mails left 12-07-2015 3:04pm and 5:30pm; also on 12-09-2015 10:14am. An e-mail was left for direct contact.Her deposit has been applied toward current bills. Customer locked themselves out of portal; account portal has been unlock.No contact vi e-mail...
Mr. [redacted] was on a monthly budget plan of $28.32 per month for several years which was far less than the amount of gas consumed. Gas was supplied by [redacted] a third party marketer with a significantly higher rate per therm than South Jersey Gas - as displayed on the monthly...
bills. When Mr. [redacted] called to close his account with SJG the balance of gas consumed became due this was $1558.79. With regards to the debits from his bank account. This would have been as result of a Direct Debit that was in place previously that had been set up by Mr. [redacted] to debit the amount requested on the bill, which was at the time the budget amount of $28.32. However when the full amount became due after closing the account the amount requested to be paid was the full outstanding balance of $1558.79. As Mr. [redacted] however had set up and selected a "maximum amount to be taken from his account at any time" of $205 only $205 was debited each month over the course of 3 months until his Direct Debit was cancelled. The reason the gas bills were higher than expected was due to the higher rate charged by [redacted] and the low budget amount that was set to be paid each month.
Several attempts were made to contact customer by phone but no voicemail available to leave message. Sent email to customer on 4/10/15 and received response back on 4/17/15. Responded back to customer's email on 4/21/15. I offered payment arrangements. Customer has received all verified meter...
readings and usage is in line with prior years. Waiting to hear back from customer.
Complaint: [redacted]
I am rejecting this response because:
I am not satisfied. South Jersey Gas has been collecting approximately $30.35 every month for Energy Plus which is according to their information is a subsidiary of South Jersey Gas. When I called to report the heating problem I called South Jersey Gas, and they set up responses to my problem. I am attaching a copy of the South Jersey Gas bill to show their connection to Energy Plus. Check circled items you will note Energy Plus and the amount of $30.35.
Regards,
[redacted]
I advised Mr. [redacted] and his mother that we have not received a valid ID or lease. The ID was un readable and the lease was not valid as the landlord was contacted and confirmed he had not provided a recent lease for Mr. [redacted]. In order to start services at [redacted],...
we require a valid ID from Mr. [redacted], a lease that has been notarized by the landlord and a certificate of occupancy.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Customer was enrolled in the direct debit plan with a threshold of $200 per month set by customer. [redacted] called on 08-11-2015 and cancelled her direct debit.The customer did not contact SJG Feb.-August when payments were not deducted from their checking account. They didn't call until system...
error was corrected and they were billed for the payments that were not deducted. The payments could not be deducted when system was corrected due to the threshold the customer had placed on the account.We spoke to **. and **s. [redacted] and provided them a 12 month payment arrangement on the balance of $512.92 ($42.75 ) + budget of $139 = $181.75.SJG can not make arrangements on the customers service plan. The customer was advised they would have to contact Service Sentry to make arrangements on that balance.**. and **s. [redacted] were both advised the longest payment arrangement was 12 months. The company does not offer 24 month arrangements. Explained the 12 month arrangement is less than the customer would have paid during the months no payment was deducted/received. Accounts impacted by system error were given arrangements equal to the number of months the account did not bill properly(6months in this case); however we did extend it for the [redacted]'s account.The customer did not contact SJG Feb.-August when payments were not deducted from their checking account. They didn't call until systemerror was corrected and they were billed for the payments that were not deducted.Customer requested direct debit again, a form was sent to reapply. For customers finacial security the compnay does not take banking information over the phone.
Contacted customer and advised deposit was removed from the account and new bill sent out last night will reflect correct balance.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] spoke to Mr. [redacted] on 07-28-2015 and advised new meter was set 09-17-2014 with an index of 0000.Mr. [redacted] confirmed his current meter index on 07-28-2015 was 1518.Mr. [redacted] states SJG is triple billing him.He was advised his historical data is consistent and he has high winter...
consumption. Mr. [redacted] also was advised he added additional appliances and temperatures were lower this year causing his bills to be higher. There was also a rate increase approved by the BPU 10-01-2014.There have been no payments on account since 11-17-2014 and current balance is $2095.77.Mr. [redacted] was offered to place balance on a 10 month payment arrangement and a $50 good customer relation credit since he did not receive his bill in the mail.Mr. [redacted] declined, stated he would take SJG to court, and then hung up.
The service contract that Ms. [redacted] has is with the company Homeserve who is a contractor for South Jersey Gas. They are contacting customer directly to discuss contract coverage. The service department confirmed that the stove has since been repaired and the customer is satisfied with this...
repair.
Left message for customer providing phone number to [redacted] aka Service Sentry to find out why is being charged and how he was signed up.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
My sincere apologies for the level of service you received from South Jersey Gas. I can confirm all representatives are going to be completing vigorous training in this area. I can see that your service has now been turned on as of 11/9/16 and I have arranged to credit your account...
with $20 to cover the turn on fee.
I contacted customer on 5/4/15 and advised that gas was being used with no customer record so we looked into the owner of property to bill them for the gas being used. Customer thought he was being billed gas from [redacted]. He confirmed SJG meter number and was going to contact [redacted] to confirm and...
call me back.
Company was not notified until 10-22-2015 when customer filed a BPU complaint. Septemeber bill was returned by post office as undeliverable with no forwarding address. SJG contacted property manager and transferred property back into their name as of 09-01-2015. Refund of...
$200381 was same day BPU complaint received. [redacted]
Customer never charged for a return payment. Looked at last 4 months of bills and no bill ever shows a returned payment or any additional charges. Have been working with [redacted] to allow the $75 they advised her would no longer be on her bill. Have to complete a manual adjustment and have it...
approved. Once that is done her bill will be $75 less and will allow $25 in interest of good customer relations. On June bill should see $75 adjustment and $25 adjustment.
Complaint: [redacted]I am rejecting this response because: While I appreciate the quick response from South Jersey Gas, I feel they should have 1) recognized the error much sooner than they did; and 2) shared in the cost burden for their customers. In my view, it's totally unacceptable to impose an undue burden (cost, stress, time) on approx. 12,000 customers without some type of significant remuneration to share this burden. Regards,[redacted]
Companystands by decision, balance is due per lease and ID provided to company.
Customer was called and voice mails left 12-07-2015 3:04pm and 5:30pm; also on 12-09-2015 10:14am. An e-mail was left for direct contact.Her deposit has been applied toward current bills. Customer locked themselves out of portal; account portal has been unlock.No contact vi e-mail...
or callback received.
Mr. [redacted] was on a monthly budget plan of $28.32 per month for several years which was far less than the amount of gas consumed. Gas was supplied by [redacted] a third party marketer with a significantly higher rate per therm than South Jersey Gas - as displayed on the monthly...
bills. When Mr. [redacted] called to close his account with SJG the balance of gas consumed became due this was $1558.79. With regards to the debits from his bank account. This would have been as result of a Direct Debit that was in place previously that had been set up by Mr. [redacted] to debit the amount requested on the bill, which was at the time the budget amount of $28.32. However when the full amount became due after closing the account the amount requested to be paid was the full outstanding balance of $1558.79. As Mr. [redacted] however had set up and selected a "maximum amount to be taken from his account at any time" of $205 only $205 was debited each month over the course of 3 months until his Direct Debit was cancelled. The reason the gas bills were higher than expected was due to the higher rate charged by [redacted] and the low budget amount that was set to be paid each month.
Several attempts were made to contact customer by phone but no voicemail available to leave message. Sent email to customer on 4/10/15 and received response back on 4/17/15. Responded back to customer's email on 4/21/15. I offered payment arrangements. Customer has received all verified meter...
readings and usage is in line with prior years. Waiting to hear back from customer.
Complaint: [redacted]
I am rejecting this response because:
I am not satisfied. South Jersey Gas has been collecting approximately $30.35 every month for Energy Plus which is according to their information is a subsidiary of South Jersey Gas. When I called to report the heating problem I called South Jersey Gas, and they set up responses to my problem. I am attaching a copy of the South Jersey Gas bill to show their connection to Energy Plus. Check circled items you will note Energy Plus and the amount of $30.35.
Regards,
[redacted]
I advised Mr. [redacted] and his mother that we have not received a valid ID or lease. The ID was un readable and the lease was not valid as the landlord was contacted and confirmed he had not provided a recent lease for Mr. [redacted]. In order to start services at [redacted],...
we require a valid ID from Mr. [redacted], a lease that has been notarized by the landlord and a certificate of occupancy.
Check has been refunded, customer was contacted and I apologized for the delay.
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]