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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.

    Sort by

    Complaint status

    Complaint type

    • 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.
       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.
      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!

    • 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!

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair 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.
       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.

      Business Response

      Date: 12/19/2024

      On 12/18/24, a NIPSCO Customer ********************** Representative spoke with the customer to address their billing dispute and assist with any questions they may have regarding their utility account. The customer appreciated the follow up call and assistance.

    • Initial Complaint

      Date:10/18/2024

      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.
      On 10/17/2024, I took the trash out late at night and noticed Nipsco-buried yellow sticks all over my backyard, which is odd because I have not let anyone in my backyard. So I asked my son who is only 16 years old said No Mom the other day, a nipsco man came in the backyard and spray painted and put the yellow markers down. This was quite shocking because 1) I was not at home at the time 2) Nipsco did not inform they had someone on my property 3) My son is 16 and a minor and legally has to have an adult present when there is some form of technician on property 4) I even called into Nipsco and asked "Hey did you guys send someone to my house or do you have any men in the area for any reason? The lady on the phone stated that there is no outage, there is no men in the area from nipsco and she even called dispatch to see if there was anyone in the area. The lady said no, and the dispatcher confirmed no one was in the area. I was so worried I called the police because I saw a strange man on my property trying to gain access 5) No one gave their name or badge number 6) The reason why they was here did not even give a reason to my son why they needed to enter my property. This is ridiculous!!!! I still have yet to be contacted by Nipsco about this let alone why any of the employee was on my property. I don't even know why the tags are in my yard. I have a 6ft fence all around my backyard, so my son let them in. This even made me more mad!!! He is just a minor and an adult was not even asked for.If there is an employee that is on anyone property, they need to make sure an adult is present if a minor is only available. I wasn't even called.

      Business Response

      Date: 10/22/2024

      Indiana American Water is working in the area and submitted a request to Indiana 811 to locate NIPSCO facilities. NIPSCO was required to locate its facilities in this area, which covered the property in question. On 10/21/24, the Area Manager for Gridhawk, locating company, called and spoke with the customer to explain the locating process and why they had been on the customer's property.The customer was satisfied with the information that was provided to them.

    • Initial Complaint

      Date:10/15/2024

      Type:Customer Service 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 been a NIPSCO customer since I bought my first home in 2019. In those five years, our power has gone out several times, but here are the most memorable:August 2020 we went 72 hours without power and it was 90.January 2021 we went 10+ hours without power, it was 34 outside. April 2023 we went 36 hours without power and could see our breath inside it was so cold. July 2024 went 20.5 hours without power.September 2024 went 3 hours without power, no explanation given. Current outage:October 2024, we've gone 5 hours and counting without power. There is no explanation as to why the power is out and the "estimated restoration time" has changed three times and I never received an email informing me of the third change in restoration time. The "customer **********************" agents are NEVER interested in servicing or serving the customer. They have no information when we call and act totally exasperated when customers inquire about the ********************** they're paying for. Why there is no accountability required by the company that is supposed provide heat, lights, and air conditioning is beyond me. I find this company totally abhorrent and think they need to be shut down immediately. Customers deserve to know WHY the power is out, especially when there was NO STORM and they also deserve timely service when a small number of customers in their ********************** area are without power. I believe NIPSCO takes their sweet time getting to the source of the outage and fixing it. There is no sense of urgency and they should be absolutely ashamed. I have NEVER, ever paid my bill late. I have ALWAYS paid my bill in full.

      Business Response

      Date: 10/23/2024

      Per our records, the customer experienced 7 outages in the last 24 months. Of the 7 outages, 4 were storm related.

      Upon receipt of this complaint, a Customer ********************** Representative (CSR) spoke with the customer to provide an update on the outage she was currently experiencing and reviewed the history of the previous outages. The *** also advised that the latest outage information is available by visiting NIPSCOs website at ****************************************************.

      We understand that any service outage is an inconvenience and thank customers for their patience and understanding during our assessment and restoration efforts. 

    • Initial Complaint

      Date:10/03/2024

      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.
      I have been without power for 12 hours The time keeps getting pushed back My complaint is about NIPSCO in Northern Indiana I'm going to bring the machine with COPD and asthma and no side of them fixing or restoring the power All we get is excuses this is getting ridiculous especially because it's the whole neighborhood so now I have no power I won't have any food by tomorrow if this keeps up something should be put in place so this doesn't happen there are people on breathe the machines like myself and people on heart machines there are people who have children in their home who have no lives or wait to eat because of this NIPSCO controls the lights and gas but just a double bang this is ridiculous to treat your customers like this and taxpayers

      Business Response

      Date: 10/07/2024

      Good afternoon:

      On 10/3/24, a NIPSCO crew isolated the electrical issue to be a burning pole.  Once the issue was identified, many customers
      were restored with switching.  The top
      portion of the pole and the transformer had to be safely removed while repairs
      were made.  All customers were fully
      restored once the repairs were complete.

    • Initial Complaint

      Date:09/20/2024

      Type:Customer Service 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 bill is extremely high, and want my to pay in full, I havent received an bill to my new address up until a month ago and Ive been here almost a year and a half. Im still getting billed for my old address.

      Business Response

      Date: 09/24/2024

      The customer stopped ********************** at their previous address on 4/25/23 and a final bill, which included the final usage charges, was sent to the mailing address on file. There have been no other usage charges from this address billed to the customer.

      The customer started ********************** at their new address on 4/26/23. Gas and electric readings have been obtained each month and all usage and billing appear to be in line and accurate. The monthly bills are sent to the mailing address on file, which is the same address as the service address.

      Upon receipt of the customers complaint, a Customer ********************** Representative (***) was unsuccessful in their attempt to contact the customer, multiple times, to verify the mailing address on file. The *** left a voicemail advising that the customer can contact *********************** ******************** at **************, Monday thru Friday, 7:00a to 7:00p (CST) to update their mailing address, if needed.  

    • Initial Complaint

      Date:09/03/2024

      Type:Customer Service 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.
       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. The man sent out to our house was very professional and kind. He seemed to really want to help us figure out why our kw usage is rising each month. 

      Thank you.
      on, we would be using so much electricity. It's also bizarre our daily usage increased by 22 kw per day from June to July when we were gone over 10 days in July! I just want someone to check the meter, find out what's using so much electricity, and refund us our money. Thank you for looking into this matter.

      Business Response

      Date: 09/09/2024

      Actual meter readings have been taken monthly.  On 09/06/24 a High Bill *********** order was completed. A meterman tested the electric meter and concluded the meter is accurate. A copy of the meter test was provided to the customer. 

    • Initial Complaint

      Date:08/28/2024

      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.
      Business refuses to mail a 2nd bill. I lost the original. I cannot pay my bill without my account number. I do not give out Personally Identifiable Information over electrons. So I cannot pay my bill, they won't send out a new one citing security, yet, they'll send a new one in about 2 weeks for the next billing cycle. How does that make sense?

      Business Response

      Date: 08/30/2024

      All NIPSCO customers and authorized callers are asked to verify account holder information, for the security of our customers.
      On 08/29/24, a duplicate bill was sent to the mailing address on file. 

    • Initial Complaint

      Date:07/01/2024

      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.
      I am urgently writing to address inaccuracies on my credit report caused by the disclosure of my personal information to credit bureaus, which has led to significant financial and emotional distress.According to 15 USC 1681 Section 602, I am entitled to financial privacy and expect my information to remain confidential.Furthermore, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not given.The discrepancies associated with NIPSCO have negatively impacted my financial situation and need immediate correction.Additionally, compliance with 15 USC 1666(b) is essential, as it prohibits creditors from treating credit card payments as late under specific conditions.For your reference, here are my account details:Account Number: 7241****I request a thorough review of my account, prompt correction of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,***************************

      Business Response

      Date: 07/03/2024

      Good afternoon!

      On 2/23/22, the customer called to request the gas and electric service be taken out of her name.  At that time, the account had an outstanding balance.  During this conversation, when prompted, the customer provided an out of state mailing address.

      On 4/4/22, a "Reminder of Past Due - Final Account" letter was sent to the customer at the mailing address provided.  In summary, this letter advised the customer that if payment isn't received, the balance will be transferred to another active service in their name or further collection action.

      On 4/18/22, a "Collection Warning - Past Due Final Account" letter was sent to the customer at the mailing address provided.  In summary, this letter advised that this account may be referred to a ***************** and that this referral could result in the listing of this debt on her National Credit Record, and/or suit for payment for this bill.

      Both letters provided NIPSCO's *****************'s toll-free phone number along with days and hours of operation should the customer have any questions.

      Our records show the last call received from the customer was 2/23/22.

      The customer can call **********************'s ***************** at **************, Monday through Friday, 7am to 7pm (Central Time). 
      The customer can request a Financial Activity Report which will provide all utility charges and all payments applied to the account.

      Thank you!

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

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