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:05/29/2024

  Type:Billing 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.

  Discovered on 5/22 my HVAC wasn't working when I got home from work that evening
  
  On 5/23 called building super to investigate, who informs me gas was shut off. I received no notice of this, I found out when I saw my account was labeled inactive. There was a remaining balance of $19.32; I paid it out just to see if it would help. It did not.
  
  On 5/24 I called CNG, who said my account was shutoff but could not provide proof I was behind on payments or even sent out shutoff warnings; they only saw my account was inactive, and the $19.32 was received. I had to sign up for an account acting as a new customer to get around the re-activation fee that would have come with an account transfer. Was told I could not get a same-day transfer, despite the fact that this snafu was not of my own doing, and the earliest they could was next Tuesday, the 28th (aka today). I was told I could opt into receiving a call with 25 minutes notice the technician was calling, which I accepted.
  
  On 5/28, I called at about 3pm to inquire on the status of this work order. Was told they were still scheduled to come today, and to expect that call. Technician called a few minutes later, giving me only 10 minutes to get there (I was at work, which is 20-25 minutes). He called again 5 minutes after that 10 minute deadline expired, then proceeded to close the work order and leave. They keep trying to get me to move the order to either tomorrow or Wednesday but I am sick of basically being forced to wait in my apartment, without a working dryer or gas, because of their mistake, that they admitted to.

  Business Response

  Date: 06/12/2024

  Good Afternoon, there had been some confusion in regards to the service to Mr. ******* address. A technician was sent to the customer's location to verify the issue. The belief was that an appliance was no longer working because of a loss of gas service but the appliance in question was not hooked up to the gas. I spoke with Mr. ***** on 5/29/24 and confirmed his account information and at this time there is no further action required. 

  Thank You

   

• Initial Complaint

  Date:04/12/2024

  Type:Billing 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 had recieved a shut off notice in terms or service for a past due balance currently. I recieved called back 4/4/24 before the shut off date of 4/10/24 to create a payment plan that starts 4/17/24. This also had included a hold on the shut off to prevent the disconnection. Needless to say, On 4/11/24 the Gas was shut off.
  Mind you I called 6 days prior to the shut off notice as the notice recommened and despite having two holds placed, one for the payment plan and the other for financial hardship, they seemed to have ignored it and shut off my Gas anyway.
  
  I called in regards to seeing about the reconnection and was told that they'd be available no earlier than 4/17/24, which happens to be the due date of the the plan. Having just paid my rent on 4/10/24, this had set me me back which why I'm filing this report.

  Business Response

  Date: 04/25/2024

  After reviewing the customer’s records, Mr. *******s
  services were not disconnected for non-payment, this was a no heat situation
  where his equipment needed to be repaired. 
  The Company Review Officer contacted Mr. ****** on 4/12 and advised that
  unfortunately, since there was a back balance owed on his account, the Company
  would not be able to service his equipment and he would need to contact a
  contractor or his landlord. 
  
  The customer contacted his landlord who had a technician sent
  over to repair his equipment.  Mr. ******
  then informed the Company Review Officer that he was all set.
  
  Thank you for contacting the Company.

• Initial Complaint

  Date:09/18/2023

  Type:Billing 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.

  Connecticut Natural Gas Corp intentionally makes it difficult for customers to be able to see the rate they're being charged as well as billing and payment history.
  
  Their customer portal does not allow you to see your past bills (to be able to easily compare rates month to month). You can only get paper bills by mail, or by "Enrolling in E Bill" which is when they send you a PDF of the bill.
  
  There is a 'Bills and Payments' section on their website but it comes up with 'No Data Found' even though I have had past bills (see attached screenshot'
  
  On the bill then send you, there is a section that says 'Rate' and it just says 'CNG Natural Gas'. In order to find out the rate, to be able to compare how rates are changing month to month, you would have to calculate it using usage and totals which is obviously completely unaccessible and confusing.
  
  They do this to be able to hide how they change rates and give consumers as little information as possible about what they're doing and how they're billing people.
  
  They need to update their website to work like any other provider, where you can get an account history directly within the portal of everything you've been billed.
  
  They also need to have the rate clearly stated on the bill itself and in the website.
  
  I am in contact with federal Consumer Protection about this and will be contacting Chris Murphy's office as well.
  
  I want a call directly from a C level at CNG Corp by the end of next week regarding this issue.

  Business Response

  Date: 09/29/2023

  After reviewing the customers concerns, Mr. Viglietta
  received a notification of “No Data Found” on the Company Website when attempting
  to view his billing & payment history because he had yet to enroll his
  account in eBilling.  Any customer that is
  registered for eBill from the Company Website, starting with their first eBill,
  can view the last 24 months of their billing history and 13 months of payment
  history by clicking “View Bills & Payments” once they register and log into
  the “My Account” portal.  If a customer
  needs additional information such as billing and payment history going back
  further, they can call our customer Care Center at ###-###-#### and our representatives can provide the requested information or
  documentation. 

  Regarding the different line items and their rates broken
  down on a customer’s invoice, you would find specific rate documentation in the
  “Pricing” section under the “Understand Your Bill” dropdown from the Company’s Website
  or call the Customer Care Center from the number detailed above for this
  information. 

  The Company Review Officer attempted to contact Mr.
  ********* on 9/22 and left a message for the customer to address his concerns.  Mr. ********* was then contacted again on 9/25
  and was advised that since the customer had enrolled in eBilling on 9/15, his invoices
  and payment & billing history will now be available through “My Account” on
  the Company Website.

  The Company Review Officer will continue working with Mr. Viglietta
  to address his concerns regarding the Company Website and the billing & rate
  data available to our customers.

  Thank you for contacting the Company.

  Customer Answer

  Date: 09/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  CNG is not doing a sufficient job of making historical billing information available to customers. 

  When logged into the portal if you click on View past bills, nothing comes up even if the customer has past bills. Their explanation for this is that the customer "nEeds to be enroled in 'e billing'" in order for their Past Bills to show up under the Past Bills section of the website.

  But if youre not enrolled in E Billing, the Past Bills section just comes up blank, as you see in the screenshot. There's no instruction to the user on what they need to do in order to see their past bills.

  This helps to keep customers in the dark about what they're getting billed each month.

  They need to update the site so that customers have access to all past bills, electronically in the portal, regardless of whether they're "enrolled in E-BILLL".

  That will take their company a really long time to get done, so in the meantime, immediately, they can update the View Past Bills page explaining to users that the reason theyre not allowed to see their past bills is because they have to enroll in ebilll. Otherwise the customer just hits a wall and has no access to their information. 

   

  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 10/13/2023

  In response to Mr. *********** concerns, our online database
  is unable to show prior invoices & billing/payment history until an online profile
  is made by the customer.  Once there is a
  profile established through the “My Account” portal and the customer is enrolled
  in eBilling, going forward from enrollment, customers are able to access this information.  If they would like this information without
  enrolling in eBilling, they can contact the Company and we can send them the
  documentation they require. Customer’s may also choose to receive physical invoices
  monthly which show payments made from their recent billing cycle towards the account
  in question. 
  
  Additionally, we have brought the customers suggestion to display
  instructions on how to enroll in eBilling when attempting to access billing and
  payment history through the Company Website without an online profile to the
  attention of our Web Team for consideration.
  
  Thank you for contacting the Company. 

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This complaint will stay open until they confirm that they have redesigned their website appropriately in response to the complaint.

  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair 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 have been in my apartment since July 1st. I filled out an online request to start service and the online system gave me the date of July 4th. I was surprised but okay since I needed gas (hot water, stove) in my apartment. July 4th no one contacted me or showed up, I assumed it’s going to be the next day. Nothing next day. I called on the 6th and the agent was kind enough to schedule the next soonest date which was July 11th (today) . I took time off work to make sure I am home since they give you a 8 hour window. Today around 2:30 I called to confirm someone was still coming. One I spoke with the agent she let me know that the date states July 18th as the turn on date. At this point I’ve been showering in cold water, spending money on takeout and microwave ready food and it’s adding up. I asked to escalate the issue and was told a supervisor will call me by the end of the day. It’s 7PM and no call. CNG is our only provider for gas, and I have no other options I’m stuck. And going to be without gas for almost 3 weeks. I think it’s unacceptable but I have no options. I would like to see an escalation and my gas on prior to the 18th (another week) … as for the way these appointments are managed someone on the CNG side needs to look into this and resolve. I don’t have kids thankfully and it’s warm out, but I can’t imagine a family with small children living with no hot water or heat during colder months. Something needs to change.

  Business Response

  Date: 07/25/2023

  After receiving the customer’s inquiry on 7/12/23, the
  Company Review Officer had a work order created to connect the customer’s
  service and contacted our dispatch department to expedite the turn on.  The customer’s services were restored the
  same day.

  We attempted to contact Mr. ****** regarding his concerns on 7/12, but left a
  message and have not heard back from the customer.  We
  apologize for any inconveniences the customer may have experienced during the scheduling process.   We will be providing feedback to Management
  for the lack of follow-up with Mr. ******. 
  If the customer has further concerns regarding this matter, he may
  contact the Company Review Officer.

  Thank You for contacting the Company.  

  Customer Answer

  Date: 07/28/2023

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

• Initial Complaint

  Date:06/27/2023

  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.

  Connecticut Natural Gas (CNG) Account Number: ***************** / ****** ******* - *** ******** **** ********** ** ***** 
  Dispute:
  - Called CNG on 3/7/23 to stop services effective on 3/10/23 at above address since the house was sold, with a closing date of 3/10/23. Received a Stop Service notice. The CSR informed me that the gas will be shut off on 3/11/23 with no further bills.
  
  I received a bill with a payment due date of 4/4/23, which I paid on 3/31/23. I assumed that this was the final bill on this account.
  
  On 4/14/23, I received a bill for payment due on 5/4/23 for $255.46 and called the company. They claimed that a shut off request was never received, despite the fact that I have a Stop Service notice dated 3/7/23. I requested immediate shut off of the service and was told that due to the company's processes this request will be effective April 19th, 2023.
  
  Despite the above, I receive a bill due on 5/23/23 for $769.56
  
  During this time I went back on forth filing complaints on the company's system beginning on 4/17/23.
  
  This issue was never resolved by Connecticut Natural Gas..
  
  I further referred the issue to my closing attorney and the buyer's; with no resolution.
  
  Therefore, I was surprised when with no contact from Connecticut Natural Gas, I received a debt collector's notice from Revco Solutions, Inc for the amount of $769.56.
  
  I am requesting that this issue be resolved immediately. That Connecticut Natural Gas:
  (1) make the relevant account changes to reflect a stoppage of service at *** ******** **** ********** ** ***** effective March 10th 2023.
  (2) that the collection process be ceased immediately

  Business Response

  Date: 07/03/2023

  We do apologize for any inconvenience that the customer may
  have experienced. Ms. ******* requested to stop her services as of 3/10/23.
  Unfortunately, the request was not processed as the customer requested.
  

  The Company Review Officer spoke with Ms. ******* on 6/30/23
  and confirmed the corrections have been made to stop services as of the
  original date the customer requested 3/10/23. The account information has also
  been removed from the collection agency. The only billing remaining is for the
  usage through 3/3/23 prior to the request to stop services, a total of $289.83.
  

  The customer was satisfied with the information provided.
  

  Thank You for contacting the Company.

  
  

  Customer Answer

  Date: 07/04/2023

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

• Initial Complaint

  Date:05/19/2023

  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 contacted CNG on 05/02 to start service at my new apartment located at *** ******** ***** *** ***** *********** ** on 05/15. On 05/15 they did not start the service because the meter was shut off and there was no one at home. I contacted CNG again on 05/16 to ask why I moved in to an apartment and it did not have gas. They explained that someone 18 years older needed to be at site to turn on the meter. I explained that I was already at the apartment and I need gas and they scheduled service only on 05/18. On 05/18 I receive a call from a technician saying that they were at the apartment for the service once I confirmed the address and it was not my address, CNG sent the technician to (*** ******* *** ********* **) which is an apartment that I moved out in 2020, and I called specifically to request cancelation of the service. Which looks like they never did. CNG agents promised that the issue was going to be resolved on 05/18 and I was going to receive a call and no one contacted me to solve the issue and its been 5 days that I am living in an apartment with no gas, cant take a shower, cook or even use heat (which temperature came down the past two days). I had the worse experience and no agents at CNG cared to resolve the issue, one agent send to other and promises the issue will be resolved but its not even on work orders. I called again and now they have a service order for 05/22 which will complete 1 week without gas. I want a fast resolution, I want CNG to start service immediately at my apartment and compensate me for 1 week without gas, without being able to cook and having to order takeout and not even being able to take a warm shower and the temperature is low, so I am in a risk to be sick, plus all the stress and bad experiences I am having.

  Business Response

  Date: 06/01/2023

  We do apologize for any inconveniences Ms. ******* has experienced.  In response to her
  concerns, the Company Review Officer contacted the customer on 5/19/23 and had the
  services reconnected that afternoon.  Additionally,
  it was explained that the service for the customers prior address had not been put
  back into her name. For the customer’s difficulties, we have applied a one-time
  courtesy credit to her account.
  

  Thank you for contacting the Company.

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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 on a matching payment program with CNG because my Gad bill is too high. I had CNG come out & look at the lines & everything was ok, but my gas bill has always been in the $160’s even though I work & only use the gas to shower, wash dishes & cook. Either way I was on the matching payment program. My portion was $80, I missed the last 2 months because I had to pay car taxes & then my car stopped working so I had to pay for a mechanic. I was going to the $160 this upcoming week on 05/18 because it’s my payday but yesterday I received a letter stating I’m off the matching payment program. I look at my bill & it’s $1046. I can’t afford to pay that. No notice, no call saying if you don’t pay something your bill is going to accumulate all the months we’ve done the matching payment. I am diabetic & need gas in order to cook. If I do not eat, I will get very sick. It’s a shame that you are on a matching payment program & I was 2 months behind, instead of doing the $160 I owed plus whatever the bill would be, no they tack on all the months. That is bad practice. I am going to pay, I can not afford to pay the high gas price which is why I was on the program. I need help, I can’t have my gas turned off as I am diabetic.

  Business Response

  Date: 05/22/2023

  We do apologize for any inconvenience that the customer may
  have experienced. Ms. ****** made contact with the Company on 5/15/23 and was
  provided total payment amount due before 5/31/23 to be placed back onto our
  Matching Payment Program (MPP).
  
  Ms. ****** was enrolled on MPP at $80 per month. The program
  is set up in 2 Phases; there is a minimum of 5 required payments for Phase 1
  (November 1 through April 30) as well as approval for Energy Assistance to
  receive the match on the payments and energy award up to a zero balance, and to
  proceed to phase 2 (May 1st through October 31st) of the
  program. Or records show that we received payments of $14.20 on 1/26/23 and $80
  on 3/27/23. The additional amount due by 5/31/23 is $385.80, which includes the
  first phase 2 payment, to be reinstated on MPP if also approved for Energy
  Assistance.
  
  The Company Review Officer spoke with Ms. ****** 5/18/23 and
  discussed the payment amount needed to be placed back on MPP. The customer will
  also confirm her application status with the local community action agency. The
  customer was satisfied with the information provided.
  
  Thank you for contacting the Company.
  

• Initial Complaint

  Date:02/07/2023

  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.

  it is impossible to get anyone at CNG to come to the phone and talk about an incorrect statement.. The Phone system is circular and has no respect for anyone's time. This really needs to change.

  Business Response

  Date: 02/15/2023

  We do apologize for the difficulty Mr. ****** experienced
  attempting to get through to speak with a representative. In response to his
  concerns, a representative contacted him on 2/8/23 and addressed his billing
  questions.
  

  If Mr. ****** has any additional questions or concerns, he
  may contact the Company Review Officer at ###-###-####.
  

  Thank you

  Customer Answer

  Date: 02/15/2023

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

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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 have been trying to reach Connecticut natural gas company for a month in a half they gave me unit 01/03/22 to call have been calling weeks before that the menu tells you you will get a rep then disconnect the call they place you on hold for two hours to tell you they have to transfer you where they make you wait another two hours or more and then hang up no matter one day or time one rep picked up then hung up ive talked to dozens of customers happens the same way i am in danger of losing my heat just want to work out a resolution not attempting to cause trouble they seem to resent the customers and just do not care I am simply attempting to work out a payment plan to keep to pay off the balance I had an arrangement before and paid it on time then it was raised significantly without notice I was financially unable to keep that monthly payment with other bills i tried to call since december to resolve spoke to no one I would rather not go this route but so many other people go throught the same thing

  Business Response

  Date: 01/24/2023

  We do apologize for the difficulty
  Mr. ***** experienced while attempting to reach the Company and for any inconvenience
  he experienced as a result. 

  In response
  to his concerns, we spoke to him on 1/12/23 and placed his account on a payment
  arrangement. 
  If Mr. ***** has any additional
  questions or concerns, he may contact the Customer Care Center at
  ###-###-####.

  Thank you

  Customer Answer

  Date: 04/06/2023

  I made a payment arrangement for connected natural gas on January 12th 2023 I paid $161 down they installment was 121 a month they gave me a $40 credit. I have been paying 121 a month on the 10th of every month i have bills that show they received my payment and gave me credit for paymentson the 10th now i have received a final notice as if i have not made payments I have made 100 percent effort to do my part on time and have proof and im still getting this notice if this is an error on their part I understand but its not fair if im keeping up the arrangements and to be treated like this they seem to have disdain for consumers please assist

  I have had my gas locked out even though i have been actively keeping up the arrangements on time every month on the 10th of every month including 3/10/23 which i have documentation on paper and online thanking me for my payment and was given credit for payment received the next meeter reading scheduled for 04/13/23 i received a. notice today i needed to call to make an arrangement by 04/03/23 .however i have already made and followed the arrangement

  Business Response

  Date: 04/20/2023

  In response to Mr. Jeter’s
  additional concerns, we reviewed our records and found that on 1/12/23, he
  contacted the company and made a payment of $161.00 and established a Flexible
  Payment Arrangement for $121.00 per month in addition to the new monthly
  charges beginning the 1/18/23 bill due in February.  Our records indicate that we received
  payments of the $121 installments in February and March, however, we had not
  received payment for the full amount due each month including the new charges,
  which caused the payment arrangement to break and resulted in the disconnect
  notices and disconnection on 4/4/23.  Mr.
  ***** contacted the Company on 4/6/23 and services were restored that day.  A new payment arrangement has been set up for
  $145 per month in addition to the current charges beginning with the bill that
  went out on 4/17/23.

  If Mr. ***** has any further
  questions or concerns regarding this matter, he may contact the Review Officer
  at ###-###-####.

  Thank you.

  Customer Answer

  Date: 05/01/2023

  ***** ******* ***** ***********************
  ***** ********* ***** *** **** **** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
   

  Thank you for your assistance we have resolved the issue amd have a new payment plan i appreciate the help

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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.

  Dear BBB,
  
  We are renting a townhouse at * ********** ***** ********* ********** ** ***** since June 2022. From June to October 2022, we have been paying the gas for an address of ** ********** ***** ********* *********** ** because CNG incorrectly entered in their system as # 5A instead of a pure simple # 5. The reason the we knew we were paying for a different address was that the owner of the condo keeps receiving bill from CNG and forwarded them to us. We immediately notified CNG and requested for the correction. CNG apologized for the error and deactivated the current account and promised to transfer the credit to a new account right away.
  
  Old account # **************
  * ******* ***** *** ** *** *********** *** ***** -$234.53 Credit
  $0.00
  Inactive
  
  New account #**************
  * ******* ***** *** ** *********** *** ***** $270.16
  $189.03
  
  I have made at 4 telephone calls to CNG and talked to 6 different representatives with a waiting time of no less than 4-5 hours. As of today, CNG still did not know how to transfer my -$234.53 credit from the old account to the newer one. I am asking BBB to intervene with this issue and hopefully it will be solved soon.
  
  Regards,

  Business Response

  Date: 12/30/2022

   

  In response to Mr. ******** concerns, the Company Review Officer
  contacted him on 12/29/22 and confirmed that his credit transfer had
  just been completed on 12/27/22.  Mr. ******
  will see the credit on his next invoice.

  We do apologize for any
  inconvenience that Mr. ****** experienced. If he has any additional questions
  of concerns regarding this matter, he may call the Company Review Officer.
  

  Thank you for contacting the
  Company.