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Business Profile

Natural Gas Companies

Northern Indiana Public Service Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Gas Companies.

Complaints

This profile includes complaints for Northern Indiana Public Service Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Northern Indiana Public Service Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 45 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My wife and I are in our 80's. We have lived at our address at ******************************************************** since June 1968. We have also had the same home phone number since June 1968. We lose power in our residential area, single family home often. I tried to report an outage from 5/15/25. The outage is for electric via NIPSCO. However, NIPSCO only provides automated features for reporting outages and they do not recognize my home phone number nor my address. How can this be. We are now left alone in the dark and are close to being unsafe. We cannot open are electric garage opener nor can we charge our cell phones. What if we had a medical emergency. I have called and called NIPSCO trying to simply report my outage so our home will not be forgotten when and if they restore service. I tried reporting the outage thru their phone system but the loop keeps asking for my account number but then if I cannot provide that I entered my 57 year old phone number and they keep going through a phone loop where it asks again for my account number. My account is on auto pay, set up by my adult children and i have no access to that number. With all the money I pay monthly to NIPSCO can't they do better. Or at least have a way to talk to a person or set up their automated outage system to allow a homeowner with an established account to report an outage.

      Business Response

      Date: 05/16/2025

      Good afternoon:

      We've attempted to contact the customer a few times today but ended up leaving a voicemail.

      We confirmed that NIPSCO is aware of the power outage affecting the customer's area.

      The customer's phone number was added to our system. The customer will be able to report future outages using the automated phone system.

      We apologized for the inconvenience.

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      NIPSCO is constantly changing the due date anymore. I have the due date in my records as the 16th, but so far this year, I have been late already twice because the date has been as early as the 9th, 12th, 13th and 14th. Never on the 16th anymore.Very aggravating! I strive to pay my bills on time. With a fixed income, I must wait until the 2nd Wednesday before my SSA arrives. This has really messed up my accounting and makes me wish there was a competitor for gas supply. Alas, we are stuck with a monopoly who can make the bills due on any da*m day they want. Why? I think they want to collect late fees! Filling their quota! Just like cops giving out traffic tickets to fill their quota. Same stinking demon - GREED!

      Business Response

      Date: 05/16/2025

      Upon receipt of this complaint, a NIPSCO Customer ********************** Representative attempted to contact the customer unsuccessfully. A voicemail was left advising that their concerns have been addressed and to contact NIPSCO if they have any further questions. 

    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Nipsco has been charging around $200.00 extra a month. These charges were the result of a faulty meter. As soon as the meter was replaced, our normal billing began.

      Business Response

      Date: 03/26/2025

      After receipt of this complaint, a NIPSCO Customer ********************** Representative (CSR) thoroughly reviewed the account with the customer and explained we have no reason to believe that they had a faulty meter. The *** reviewed the customers usage with them, explained their billing and answered any questions that they had. The customer appreciated the call and explanation. 

      Customer Answer

      Date: 03/26/2025

       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.

      Thank you.

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since 11/8/2024 I have moved from one residence to another. During this time I have set up an online move for service through Nipsco's website. I have a email confirming service at my new address. What I thought was a automatic process of moving now is turned into me possibly paying for another individuals account. They told me I didn't stop service but I went through the necessary hoops through Nipsco's website. Never had a bill from my current residence UNTIL Feb 24th, 2025. But I have been here since November 11th, 2024. So why take that long to say anything.

      Business Response

      Date: 03/24/2025

      On 3/21/25, a NIPSCO Customer ********************** Representative spoke with the customer to review the ********************** orders and explained their billing for their previous and new address.  

      Customer Answer

      Date: 03/24/2025

       I am rejecting this response because:

      I want a full credit for what I have been auto-paying for. The remaining balance of that is ******. That would make me accept and satisfy my complaint. 

      Business Response

      Date: 03/26/2025

      On 3/26/25, a NIPSCO Customer ********************** Representative spoke with the customer to follow up and explained their billing and current account balance.The customer appreciated the follow up call. 

    • Initial Complaint

      Date:03/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      My heat was not working for the month of December but Nipsco charge $293??? I had to stay with a friend because the heat was not even working. The delivery charges were over $150 by themselves. Can anyone explain this. I just got my February bill which I was not even home two weeks and my heat was set on 50. Electric was only $26 because I wasn't home. They billed me TWO delivery charges for the month. One for $59.94 (for the first two weeks of Feb) and a second for $82.33 (for the last two weeks. That is $142,27 in delivery charges! This is corporate greed plain and simple. Why two delivery charges? How did my bill for February come out to be $288 when I was away for two weeks and my heat was set on 50? Not to mention the gas usage is already on there for comparison from 2024 to 2025? March hadn't even happened and you predicted I used more? We had a heat wave last week and it was nearly 80 degrees outside! I guess I won't be eating this month so the rich can get richer. God help us.

      Business Response

      Date: 03/19/2025

      The total bill is calculated using a structured rate schedule.
      The amount of gas usage determines the delivery & service charge.  ****** usage increases, the delivery & service portion of the bill increases.

      Upon receipt of this complaint, our Customer ********************** Representative spoke with the customer and reviewed their usage and billing and answer any questions that they had. The customer appreciated the explanation. 

      Customer Answer

      Date: 03/20/2025

       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.  I was informed that the problem lies with the Landlord and fixing the water heater that is using up therms that I am not using in my apartment.  ***** from NIPSCO was helpful and helped me figure out the issue. 

      Thank you.

    • Initial Complaint

      Date:02/21/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      NIPSCO is the only company that I know that charges a late fee when the bill is paid ON THE DUE DATE!!!! I was wondering why I kept getting charged late fees, then a representative told me that in order to avoid late fees, you MUST pay earlier than the due date. My question is...why is there a due date then????? I'm being penalized every month by paying on time!!!

      Business Response

      Date: 02/25/2025

      After receiving this complaint, a Customer ********************** Representative spoke with the customer and explained the available payment options along with their posting timeframes. As a courtesy, a late payment was waived.
      The customer was appreciative of the information provided.  

      Customer Answer

      Date: 02/25/2025

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. Although I vehemently disagree with NIPSCO's due date posting policy, the agency *** was extremely kind and understanding. Therefore, I will agree that this resolution is somewhat satisfactory to me.

      Thank you.

    • Initial Complaint

      Date:01/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Extra charging to my residence after upgrade of meter that was forced upon me. Several days of must needed access to my meter then excessive charge to my location from that point. Temperature thermostat on same setting since October. Bill running around ***** before mandatory upgrade and relocation of nipsco from **** Indiana to a non-access building in ************ Indiana where you can only get assistance by phone . Suddenly December **** hike up to ****** and November **** hike to almost ******

      Business Response

      Date: 01/28/2025

      NIPSCO is currently exchanging electric meters to AMI (Advanced Metering Infrastructure) meters and installing AMI modules on the gas meters. Access to the meters is requested as needed.

      Actual meter readings have been taken monthly, and all usage and billing appear to be in line and accurate.

      A NIPSCO Customer ********************** Representative has made multiple attempts to contact the customer unsuccessfully and is unable to leave a voicemail.

      Per our records, the customer has not contacted ********************** since the complaint was filed.  

    • Initial Complaint

      Date:01/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 contacted the company because they are trying to charge me this fee that they have no record of it being returned and it was supposedly from months ago according to them and they are just now trying to charge me for it. I am not willing to pay for this since I was never contacted about it and my payments never got declined or else I would have taken care of it then and there. This fee they are trying to charge is from September of last year. This just doesn't make any sense to me and I will NOT pay for and error on their end.

      Business Response

      Date: 01/23/2025

      NIPSCOs third-party payment vendor reviewed the customers payment files.
      After the review, on 1/22/25, a NIPSCO Customer ********************** Representative spoke with the customer and advised that they would need to contact their credit card company for details regarding their payment and why it was returned. 

    • Initial Complaint

      Date:12/23/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      At my home there was a Dusk to **** light that was furnished by Nipsco on my separate account of #**********. As of March of 2024 up until December 3, 2024, when Nipsco finally came out and disconnected the service at my request, I had contacted them on 4 four different occasions advising that I had no service at the dusk to ****. At no time had service been provided. I continued to pay the monthly charge every month. I have requested the return of all monies I paid without service. As of this date no response or monies have been forwarded. I have spoken to their personnel **************, to no avail. No help or knowledge of process told to me about my request other than if any monies owed they may reimburse. At this time they are still sending a billing requiring payment on the account (the light was removed from pole on Dec. 3rd). I actually had no service for 9 months and made all payments hoping that service would be restore to the light. The representatives that answer the phones are not helpful at all and could not provided me the information I needed to get this situation rectified. I am hopeful that you could assist me in recovering my monies. Nipsco also have the times and dates that I had contacted them to have this matter resolved. Disappointed at the level of persons not concerned when monies is being paid without the service being provided then not appropriately correcting their error in business.

      Business Response

      Date: 12/23/2024

      The customer's account was reviewed and adjusted for the timeframe the dusk-to-**** light was out.  

      Our Customer ********************** Representative left a voicemail for the customer apologizing for his negative experience and to provide him with the adjusted amount.  

      If the customer calls back, his account is noted, and any Customer ********************** Representative will be able to assist.

      Thank you!

      Customer Answer

      Date: 12/27/2024

       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.

      Thank you.

    • Initial Complaint

      Date:12/21/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Date of transaction June 2024. My account with ********************** is disconnected because there's no one on the gas account to my current address. I have called and chatted several times with customer ********************** that my profile information and account number does not correspond to my current address. The account information corresponds to an address I never lived at and so does my phone number which I had changed in October. When I called, I was assured that the information would be updated so I can pay my deposit and have my services in my name. To this date the information is not updated as a result my services has been turned off. I am demanding at this point that my account information corresponds to my address, and I receive a paper bill in the mail.

      Business Response

      Date: 12/23/2024

      Good afternoon:

      Back on October 10, 2024, and December 9, 2024, the customer spoke with our Customer ********************** Representative (***) regarding putting service into his name.  On both occasions, the customer was advised what was needed and to call back. The customer hadn't called back.

      Our records show that the customer called today, December 23, 2024, and spoke to a Customer ********************** Representative.  The customer had a concern regarding an online payment.  The *** was able to walk the customer thru the process and again advised what was needed from the customer in order to put the ********************** into his name.

      The customer thanked the *** for helping and said he would call back.

      Thank you!

    Northern Indiana Public Service Company is NOT a BBB Accredited Business.

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