Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid almost ***** dollars 392 and then a payment of 492 then a payment for 44 they said they would be out between 8-12 to restore service and here I am still waiting after not having hot water for over five days

  Business Response

  Date: 07/21/2025

  Service was disconnected due to non-payment on July 3, 2025.A payment of $392.00 was posted to the account on July 6, 2025, however this was not enough to reconnect the service.  The customer contacted us on July 7, 2025, stating she was unaware that the gas service had been turned off.The representative informed her that the service was disconnected due to non-payment. The customer paid the balance of the required payment on July ******, to restore service.  An order was placed for the next available business day, July 8, 2025, with a 15-minute call prior to arrival. The customer requested that we contact her daughter prior to arrival.
  
  There is no record indicating that the customer was advised of an appointment window between 8:00 a.m. and 12:00 p.m., however she was advised the appointment time would be between 8:00 a.m. and 11:00 ********************* was restored on July 8, 2025, at 3:08 pm.
  

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with citizens energy . I do not have a contract with them nor have they provided me with the original contract as I requested.

  Business Response

  Date: 07/03/2025

  Our records indicate that a call was received on February 27, 2024, requesting to start water and sewer service under the name ******* ********* at ****************************************************************** with a start date of February 28, 2024.  After verifying the social security number and running a soft credit check, the request was approved to start the service.
  
  If you believe this request was made fraudulently, please contact the local authorities to file a case.  Once completed provide the case number to Citizens Energy Group for further review.
  
  Attached is the outstanding final bill and the final bill letter for your review.

  Customer Answer

  Date: 07/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I am writing to report that this account was opened under my name without my knowledge or consent, as my identity was never verified, and I have no connection to *******, having never resided there.
  
  Regards,
  
  ******* *********
  

  Business Response

  Date: 07/17/2025

  We conduct our business over the phone and verify identity through a soft credit check with *******. If you believe this account was opened fraudulently in your name, we strongly recommend that you file a police report and contact ******* to place a fraud alert on your credit file.
  
  Once you have filed the police report, please provide us with the case number so we can document it as a reference during the investigation.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 19th: I contacted Citizens Energy to have their services stopped starting Thursday May 22nd. I was advised by the costumer service agent that just one day notice is necessary to stop the services. May 21th: I contacted Citizens Energy again to have their services stopped for May 22nd. Requested was accepted and I was advise that 3 business days is necessary to close the account. I was not told I have to pay for their services during that time, only the fact it will take up to 3 business days to close the account.June 9th: I received a notification that I have a finally bill due in the amount of $23.86. The reading was from May 22 thru May 27. Even after the fact I had no longer ownership of the property and I notified Citizens Energy twice about stop service for May 22. I called costumer service and I was told that I am responsible for the amount on the account + weekend days the company was closed. I requested a call from the supervisor and no one contacted me. June 10th: I contacted the company again and now I was told I have to wait up to 48 business hours for a call back. No other businesses I contacted prior, made me responsible for the services provided after I requested a stop service. ************* agents never advised Im financially responsible 3 days after the request + weekends while they close my account. I was advised only the fact that it will taken up to 3 days to close it. Now Im responsible for 5 days of service while someone else took advantage of gas, water and sewage! Citizens Energy refused to bill the correct account owner starting May 22nd.

  Business Response

  Date: 06/16/2025

  A ************** Supervisor spoke with the customer this afternoon and apologized for the inconvenience and for the experience. It was explained to the customer while ********************** includes a disclaimer stating that it may take up to three business days to stop service, it was not clearly communicated to the customer that they would be responsible for any charges incurred during that time period.
  
  We informed the customer that a refund of the payment, in the amount of $23.86, will be processed and may take 710 business days to receive.
  
  The customer expressed appreciation for the call and the consideration given to their concern.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:

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

  Regards,

  ***** *****

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received my latest statement 6/1/2025 and was surprised to see new deposit charges added to my Water, Sewer, and Gas accounts. I have been a loyal customer with ********************** for nearly 10 years. While Ive occasionally paid a week or two late, I have never missed a payment or had my service disconnected.Given my long-standing payment history, I do not believe it is fair or warranted to add deposits at this time. I understand if deposits are typically assessed when accounts are in poor standing, but that is not the case here. I have always paid my bills, even during difficult financial ******** current bill is already quite high over $600 this month and these additional deposits have made it even more burdensome. Our household income has dropped by nearly a third in the last couple of years, and this unexpected charge only adds to our financial ********* avoid any future delays in payment, Im willing to enroll in autopay immediately if the deposits are removed. I hope you will consider this a reasonable solution and take into account my history as a responsible customer.

  Business Response

  Date: 06/16/2025

  In consideration of the reasons outlined by the customer in their complaint, we will honor the request to remove the following deposits from the account:
  
  $70.00 **************************************************** Deposit
  
  170 IAC 6-1-15(e)(3) that states, a utility may require a present customer to make a reasonable cash deposit when:
  (1) the customer has been mailed disconnect notices for two (2) consecutive months;
  (2) the customer has been mailed disconnect notices for any three (3) months within the preceding twelve (12) month period; or
  (3) the service to the customer has been disconnected within the past four (4) years pursuant to section 16 of this rule.
  The amount of such deposit may not exceed an amount equal to one-sixth (1/6) of the expected annual ******** for the customer at the address at which service is rendered. In the event the required deposit is in excess of seventy dollars ($70), the utility shall advise the customer that he or she may pay such deposit in equal installment payments over a period of up to eight (8) weeks, except where such deposit is required as a result of a disconnection for nonpayment, in which case full payment of the deposit may be required prior to reconnection.

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:

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

  Regards,

  ***** ******

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an autopay setup for my Citizens Energy Group bill since we moved into our house in February of 2021. However I get warning messages sent before my payment goes through and had noticed my bills in January and February seemed high, but did not think too much of it because my bill is both Gas and Water and it had been cold. However I got my notification on April 15th that my bill was for $3127.20 which I of course assumed was a mistake. For perspective this is saying that I used ******* gallons in march. A sink running at full output 24/7 for the entire month would only have used ****** gallons.When I called Citizens that morning after they opened I was told to run a test on my toilets to check for leaks. I also had a licensed plumber out that morning to check for leaks, none of which were found, this is documented.I was able to get back into contact with Citizens afterwards and was told they could have my meter replaced, which was done Friday April 18th. I was again told by the technician who replaced my meter that there is no way that I could have used that much water.After my meter was changed I struggled to get into contact with Citizens. I was first told they would get back to me before my bill was due 04/22 but they did not. After calling on 04/23 I was told a supervisor would call me in the next 48 hours which did not occur. I called back on 04/28 and was able to be connected to a supervisor who told me my old meter had not been tested and that they would test my meter and get back to me. I again did not hear back but was able to call on 05/07 and eventually got in contact with **** ****** in case managment.He said they did some sort of rudimentary test on my old meter and found it working close to normal, however I do not know how their tests would detect intermittent issues like I saw. Since the meter replacement the bill has returned to normal.**** attempted to help me get the bill reduced but said he was unable to.

  Business Response

  Date: 06/16/2025

  An estimated meter reading of ******* was obtained on 2/25/2025, based on the customer's historical usage. However, upon confirming an actual reading of ******* on 3/28/2025, and a subsequent reading of ******* on 4/18/2025, it was determined that the original estimate on 2/25/2025, was too low.  The meter was exchanged, and a Special Rule 11-meter test was conducted on 5/7/2025. A letter of the test results on the previous meter was sent to the customer on May 9, 2025 (see attached). The test results confirmed that the meter is operating within acceptable limits as defined by the Commissions rules (170 IAC 6-1-9) and the standards outlined in the **** M6 manual.
  
  At this time, we are unable to determine the cause of the increased water consumption at the customers home. If the customer finds a leak and it has been repaired, well review the type of leak, and the repairs made to see if an adjustment to the account is possible.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was told that testing was done on my old meter and that no issues were found and that no reduction on the bill was possible. I was also told outside of the BBB communication in an email from a supervisor that they could reduce the sewage portion of the bill by approximatly 50% (Which would still lead to a ~$2000 bill). Even though their testing says my old meter was working correctly, I was told the testing was only for 15 minutes; which I believe is not enough to rule out an ittermittent issue. Every person I have spoken to including those at citizens belives there is no way I could have possibly used ******* gallons of water. I have consistently paid my bill on time for 4 years and think still having to pay $2000 for water I didn't use is rediculous, especially when I have also had to pay for two seperate plumbers to investigate as well.
  
  Regards,
  
  **** *****
  

  Customer Answer

  Date: 06/16/2025

  I had an additional plumber come out and investigate for leaks at the request of a citizens supervisor and they found no leaks or signs of the ammount of water citizens is saying I used.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, May 8th, Citizens Gas replaced a kinked supply line outside my sister's trailer, with whom I live, at *************************************************. At the time I was in dialysis. That night it got down into the 40's. When I awoke the next morning, I knew something was wrong. The thermostat was set to heat, but the furnace wasn't engaging. I suggested she call Mr. ****** The technician swiftly determined that the furnace was getting no gas. That's when my sister, *****, said Citizens Gas had been out the previous day and must've failed to turn the gas back on after they'd finished the repair. She called them. I was there later that day, Friday, when one of their technicians turned the gas back on, but it was too late. After trying to turn on all night with no gas, the igniter in the furnace was dead. It cost her approximately $800 for Mr. ***** to replace the part. The furnace is less than 10 years old. The damage was caused by Citizens Gas, and they should reimburse my sister for the damage they caused through their negligence. We are both in our sixties and disabled, living on fixed incomes. Starr's smartphone number is ************. I am entering this complaint on her behalf.

  Business Response

  Date: 05/16/2025

  This complaint is from a customer of **********************, ************, IN.  We are Citizens ****************, ******* ***  Please direct this complaint to Citizens Energy Group in ************, ***  Thank you.

   

  **** *****

  Customer Answer

  Date: 05/19/2025

  The negligence of Citizens Gas in causing damage to my sister's personal property has also been referred to ******* ******* of *** 59. 

  Business Response

  Date: 05/29/2025

  On May 8, 2025, the customer contacted ********************** to report a crimp in the gas line that she had noticed several years prior. She also mentioned that her landscaper believed the line might have been damaged by a weed eater and recommended she contact us.
  We informed the customer we would come out to the property to investigate the concern. The customer asked whether someone needed to be home during the service visit. The dispatcher informed her that it is preferred for someone to be home in case it becomes necessary to shut off the gas during the repairs. The customer stated that no one might be home at the time of the visit, however we would have access to the meter.
  
  Upon arrival, our technician found that the gas was on at the meter but off at the valve near the mobile home. The technician determined that the flex line had been damaged. The technician replaced the flex line,turned the gas on and left it off at the valve, and noted in the work order that ***, a maintenance person for the mobile home park, would relight the furnace when the customer returned home.
  
  On May 9, 2025, the customer called back to report that a service repair technician she had independently hired was unable to turn the valve to relight the furnace. We sent a technician out, who turned the valve and lit the furnace for the customer.
  The customer contacted the third-party repair technician prior to contacting Citizens. Citizens Energy Group did not advise the customer to do so and would not be responsible for any service charges incurred.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *********
  

  Customer Answer

  Date: 05/30/2025

  There are serious errors in the response from Citizens Energy Group. First of all, this is the first mention of anyone named ***. Secondly, there was nothing for him to relight.The furnace does not use a pilot light. It uses an electronic igniter. The furnace shouldve been disengaged prior to the gas being turned off. This couldve easily been done at the thermostat. There are 3 settings; heat, cool, and off.The technician who turned the gas on the next day did NOT relight anything.After he left, it was discovered that the furnace was still not working. The igniter had failed while trying to start the furnace with no gas. Mr. ***** had been contacted before we understood that the unit was not getting gas. Their technician was the one who made that determination. This is completely the fault of Citizens Energy Group and they need to compensate us for the damage they caused to the furnace. A copy of their response has been forwarded to ******* *******.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled service for November 1, 2024. I have a refund coming for $67.67. They sent the final bill to my new address and said the check would be coming within a few weeks. I never got the check and when I called back, They said they mailed it to the old address when they had my current address. Then they said someone cashed it in they cannot give me my money. I am just out of luck.

  Business Response

  Date: 04/29/2025

  An order was placed through the self-service portal on 9/25/2024 to stop service effective 11/1/2024. At that time, the mailing address was not updated. A refund check in the amount of $67.67 was processed on 12/2/2024 and mailed to the service address at ****************************************. On 3/10/2025, the customer contacted us stating that the refund check had not been received. During this call, the customer updated their mailing address with the representative, and a request was placed to reissue the refund check.
  
  Subsequently, on 4/9/2025, the customer called again to follow up on the status of the refund and was incorrectly informed the original check had been cashed. After further investigation, we found the check had not been cashed. On 4/21/2025, a supervisor contacted the customer and left a message stating that a replacement check would be issued.
  
  A replacement check in the amount of $67.67 was processed on 4/21/2025 and mailed on 4/28/2025 to the updated address: *********************************************************************.

  Customer Answer

  Date: 05/09/2025

  Citizens energy group refunded my money   I Was satisfied with the outcome. Thank you for your time.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am self employed and when I went on maternity leave I fell on hard times so I had to pay my bill on disconnect notices for 3 months. I called to inform the company I was running behind on my account and they told me it was okay to pay the disconnect notice amount. It wouldve been nice to be notified in advance that if you pay your bill on a disconnect notice 3 or more times in a row you will receive additional deposit fees. No where does it say or was I informed that if I paid on a disconnect notice the amount stated on the invoice continuously I would be accessed these fees. Therefore my bill went from being $450 in the deep to $812 due to the additional fees!! They are quick to assess extra, unfair fees to already struggling customers, but fail to notify you that may happen if you keep paying on a disconnect notice! Mind you my electricity never got cut off the amount stated in red was always paid. Nobody ever told me I needed to get on a payment plan instead of doing the minimum amount due. My issue is that I was never given a prior notification that this could happen. If proper notification wouldve been provided I couldve done anything possible to make my bill current. Communication would have made all the difference.

  Business Response

  Date: 04/16/2025

  Deposit letters were sent on March 5, 2025, notifying the customer that the deposits would be applied to the next bill, as outlined below. The last contact from the customer prior to the deposits being applied was on August 21, 2024, at which time the customer was informed of available payment arrangement options.
  
  Our records indicate your account ********** for service at *********************** is past due. This account has a pattern of late or insufficient payments. Pursuant to the **************************************************** rules, Citizens Energy Group is billing this account for a security deposit to provide adequate payment assurance on your account. Based on your current usage, the calculated deposit amount for your account is $290.00.  This deposit charge will show on your next bill. Failure to pay the security deposit will result in disconnection of your service(s). If you pay your entire account balance on time over the next twelve months, your deposit will automatically be credited to your account along with interest in accordance with the **************************************************** rules. To avoid the possibility of a payment oversight, you may want to consider enrolling in our Account Alerts program.Enrollment in this program permits us to send out important payment reminders through your choice of a voice mail, text message, and/or email. To learn more about the alerts this program offers, log onto ****************************** or call us at ************.
  
  The account is currently eligible for two types of payment arrangements:
  
  Short Term Arrangement:
  Down payment amount is $25 gas, $10 water, $10 sewer or 10% of the account balance; whichever is less, unless the customer agrees to a greater portion
  Max of 3 installments
  Installment amount must be greater than $10
  Monthly installments due with the current charges of the bill
  If arrangement breaks, we are unable to reset this arrangement type within 12 months
  
  Long Term Arrangement
  Down payment amount is 25% of the account balance
  Max of 12 installments
  Installment amount must be greater than $10
  Monthly installments due with the current charges of the bill
  If arrangement breaks, we are able to set up to 2 more arrangements within 12 months
  
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My issue is that I was never made aware that if I paid on disconnect notice (X) amount of times I would be penalized. Had I been advised in August when I made contact with the call center or even alerted before the actual deposit letter was sent that those deposit charges were a thing. I would have tried my hardest to make the full amount happen or a payment arrangement. Unfortunately, I thought I was not doing any wrong by paying the disconnect notice amount. Now I am in a bigger hole that I am trying to get out of. As you can tell by my history before ******* *** never been on a disconnect notice. In summary my issue and concern is that I strongly believe it would be ethically correct to inform your customers that if they pay on disconnect notice more than once they will be penalized with deposit charges. Even if my fees arent able to be reversed please consider informing customers that this can happen so other families wont have to go through this. 
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 04/30/2025

  We want to acknowledge the customers statement and appreciate her concern.  We strive to provide information up to customer expectations and are working to add additional content to the back of Disconnect Notices to inform customers of a deposit being added with multiple disconnect notices in a 12-month period. 

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Monday 03/17/25 I paid my citizens energy bill in full, $405. Within 1 hour a Citizens employee was in my yard. I did not realize he had turned off my gas until about an hour later when my gas clothes dryer did not work. I immediately called customer service who informed me i would need to pay an additional $300 to have my service restored. I questioned this because i paid the bill prior to the disconnection. I was then told the automated payment system does not update in real time. I asked to speak with a supervisor and was told they were busy and would call be back with 24 to 48 hours. Today, Thursday 03/20/25, I had not heard from anyone I called back. This employee informed me that I did not pay in time and the deposit would still have to be paid. During our discussion she stated he turned my gas off at 0130pm. I explained to her this was incorrect because I was not back from my MD visit at that time and I went to a grocery store after that and got home around 4pm. unpacked then called and paid my utility in full. Within an hour I noticed someone in my yard. I watched him, not knowing what he was doing. I then noticed it was a citizens energy truck he drove off in. I did not think anything about it until an hour later when my clothes dryer was not working. The employee contradicted herself multiple times during our conversation. I again asked to speak to a supervisor she stated it was noted on my account and it would be 24 to 48 BUSINESS HOURS before anyone could talk to me. I was very upset because this is not what the employee had told me on Tuesday and demanded to speak with someone. After quite a few minutes on hold. A supervisor got on the phone and said until I pay the deposit my utility would not be turned back on and there was nothing he could do. He then hung up.I have had an account at the same address for 13 years and is paid in full. I was given zero warning about my disconnection. I was given no direction in how to get it restored.

  Business Response

  Date: 04/11/2025

  The customer received a disconnect notice with the bill on 2/20/2025, with a balance of $404.99,indicating that a minimum payment of $202.09 was due by 3/11/2025 to prevent disconnection of service. According to our payment vendor it shows that a payment of $405.00 was processed on 3/17/2025 at 6:14 PM. after the service was disconnected on 3/17/2025 at 1:38 PM. The last payment made on the account prior to this was on 12/30/2024.
  
  The customer reached out to us on 3/18/2025 to inquire about the disconnection of the gas service. A representative informed the customer of the necessary deposit of $150.00 and reconnect charge of $44.00 to restore service. The customer then requested to speak with a supervisor, and a supervisor spoke with the customer on 3/20/2025,further explaining the deposit and reconnection requirements.
  
  On 3/24/2025, the customer paid an additional $200.00, which covered the $150.00 deposit and the $44.00 reconnect fee. Service was restored the next business day, 3/25/2025.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told on 03/18/2025 by a representative that all I had to pay was the past due bill and half of the deposit to get my services turned back on.(past due bill and half of the deposit) I called today make the payment, and was told they don't split the deposit ********** less than 24 hours, I was told 2 different things. ***? I want my money back

  Business Response

  Date: 04/01/2025

  Recently, we updated our reconnection process regarding our representatives offering customers the option to pay half of the deposit to restore service. This change was intended to apply going forward, not to those who had already been informed they could pay half of the deposit for service reconnection.
  
  A supervisor spoke with ******* today and apologized for the confusion. We also asked if there was anything else we could assist her with, and she confirmed there was not.