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Business Profile

Natural Gas Companies

Oklahoma Natural Gas

Headquarters

Complaints

This profile includes complaints for Oklahoma Natural Gas's headquarters and its corporate-owned locations. To view all corporate locations, see

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Oklahoma Natural Gas has 9 locations, listed below.

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    Customer Complaints Summary

    • 54 total complaints in the last 3 years.
    • 13 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:04/10/2025

      Type:Delivery 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.
      ONG turned off my gas without warning. The last statement I received from them told me my bill was past due and should be paid by April 15. Then on April 7 with the temperature at 32 degrees, they shut off my service with no advance warning. I called and they told me if I paid $150 they would have the service turned back on. I paid the $150 at 11:18 a.m. It is now 5:10 p.m. and I still have no gas, no heat, no hot ******** is going to get down to 37 degrees tonight and I will have freezing cold shower water and no heat, after paying the amount they told me would reconnect my service. They told me they could get someone out tomorrow but it would be an all day appointment from 8 a.m. to 8 p.m. They would not even give me a window of time that I could expect a technician.

      Business Response

      Date: 04/10/2025

      We spoke with the customer on April 10, 2025, to discuss their concerns. The issue has been resolved.
    • Initial Complaint

      Date:04/05/2025

      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.
      Oklahoma Natural gas has submitted a final payment over 200 dollars. I have canceled my service with this company due to them leaving me with no gas numerous times throughout the past winter. I paid every bill on time. I do not feel that I am obligated to pay them a dime more considering I was never reimbursed for the days I had no gas whatsoever.

      Business Response

      Date: 06/20/2025

      We have made contact with the customer and listened to his concerns.  He will contact us if he wants gas service in the future.
    • Initial Complaint

      Date:02/18/2025

      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 been a good ONG customer since ******** yrs)., during which time I estimate paying ONG $50K. My wife and I (on Soc Security) live with a daughter and 3 grandkids in ***. We inadvertently fell behind in our ONG account and had our gas shut off a week ago. We paid our balance in full the same day, but service tech advised next day that our water heater was not up to code the following day day Fri 7th. No issues with that as I know ONG was looking out for our safety. We made ***airs to heater, but tech on Monday 10th advised of a couple of additional minor adjustments still needed, and we got those completed late Tuesday 11th. Wed am I arranged for another tech to inspect heater and turn on gas, but ONG phone *** (in ******* suburb) told me that ONG doesnt do same day service. So I arranged for a tech this morning (Thurs 13th). No one showed, so I called ONG for about the 6th time and was advised the appointment was inexplicably cancelled. Of course, since we cant get same day service, we now must suffer thru another cold night. We are being PUNISHED by ONG for falling behind by less than $500, and tomorrow will be our 8th consecutive day without hot water or heat. We are miserable and suffering through an unusually cold snap with a deeper freeze predicted. Despite jumping thru all of ONGs hoops. The company must be run by NAZIs!!!

      Business Response

      Date: 02/18/2025

      Upon the customer's request to reconnect service, our technicians found multiple safety issues related to the customer's appliances and house piping. We are unable to restore services until all repairs on the customer's side have been made. The customer was advised on February 17, 2024, to contact Oklahoma Natural Gas as soon as the repairs have been completed, and we will dispatch a technician to restore the services.
    • Initial Complaint

      Date:02/12/2025

      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 approved for the Oklahoma LIHEAP program. I am attempting to contact the gas company to get an extension on my bill so that I do not have a late fee on my gas payment since it will be coming from the state. The problem is that I call the 800 number *************) on the site and there are a series of automated systems and none of which I can speak to a person relevant to my circumstance. I went through the automated phone process and selected '4' for all other topics and then was told for "payment plan options" to select '2'; however when I selected '2' the system does not register it and just keeps providing the prompt on repeat saying it did not get the feedback. There is no option to speak to a person, there is no option to be routed to an operator and I need to speak to a person because they do not have any resources to help consumers with these types of issues or concerns.

      Business Response

      Date: 02/12/2025

      Our records show an email response was sent to the customer on February 10, 2025, advising that energy assistance pledges have a 30 day expirioing window once placed on a customer's account. The pledged was received on February 6, 2025 and has not yet expired. 

      Customer Answer

      Date: 02/12/2025

      I have heard back from the company, the email and phone number were wrong on their website. I had to contact ******************************************* and the provided me with the help I requested. I am still unsure why it was impossible to contact and I had to speak to somebody at Oklahoma ************** to provide me with the correct contact information to get assistance.

      Customer Answer

      Date: 02/12/2025

      I have reviewed the business response and can confirm this occurred. However the fact that it was impossible to contact them and I had to reach out to multiple different agencies in order to receive any response was unacceptable.
    • Initial Complaint

      Date:01/28/2025

      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.
      Water in the lines. Getting into my home lines and freezing. Terrible customer support.

      Business Response

      Date: 02/11/2025

      We successfully resolved the customer's issue and concern. We provided an update to the customer by phone, and there are no further questions or concerns at this time.
    • Initial Complaint

      Date:01/15/2025

      Type:Product 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 July 29, 2024 my husband ****** A ********* *** suddenly passed away. I didnt realize that our ONG (Oklahoma Natural Gas) account was in his name only, as we moved to our new residence in Sept 2023. All our payments were set up as autopay. In November 2024 I found out by going online that the account was in ******* name only. The first part of Dec2024 I called ONG to let them know I needed his name to be taken off and mine added. They did so and said there would be a refund coming to me because I had an overpayment of $116.13 and they would mail a refund to me. I received the refund check and it is made out to my late husband ****** A ********* *** I cannot cash or deposit this check because it is in his name only. Thirty days after ****** passed his name was taken off the joint bank account. So today I reached out to ONG and was told by the first ****** I talked with they couldnt do anything about it, I told him I would send in my husbands death certificate and also our marriage license for proof of his death and also that I am his surviving spouse. They were adamant so I asked to speak to a supervisor (named **** she said the same thing which I do not understand at all. She went on to tell me that it was illegal what I did to not changing the account right after he died. ?? I was so upset and have not been treated like this with any other company I had to deal with since my husbands passing during the past 5 1/2 months. They will not write a check in my name for the refund. I find this unacceptable, especially since I have my late husbands death certificate. All I want is the $116.13 that belongs to me.Thank you.

      Business Response

      Date: 01/15/2025

      We have made contact with ******** ********* and will be working directly with the customer regarding this concern.
    • Initial Complaint

      Date:12/16/2024

      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.
      Oneok, DBA as Oklahoma Natural Gas/ONG, has multiple times over the last approx 8 months not processed payments via their auto-pay system properly nor recompensed my account due to their disc***ancies. Then in November, they sent me an email that stated I would need to set up my auto-pay info again once they switched to a new system/vendor. I did as per instructed by their email. But once I received my December statement it stated I was passed due. It was determined my payment was not processed because I had updated my info. The only reason the info was updated is because they instructed me to do so. Their customer service *** I then spoke with today, 12/12/24, tried to place the blame on me for changing my info.

      Business Response

      Date: 12/17/2024

      We have reviewed the account and attempted to contact the customer on December 17, 2024. Although there was no answer, we were able to leave a voicemail. The customer can reach us at ************ for any further questions or concerns.
    • Initial Complaint

      Date:12/05/2024

      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 bought new residence late OCT. I set up utilities after moving in, assuming both Gas and electric were through OG&E. (oklahoma gas and electric) I only figured out that my gas was serviced through ONG after calling OG&E to ask why my gas was turned off 02 DEC WITHOUT a disconnection notice. I called ONG and set up an account and was basically promised that they would come back the next day to turn the gas on, for a service initiation fee ofcourse.. well it's past 8pm the next day and the gas is not on. Now my 2 babies younger than 2 years and I will go another night without heat in the house. I'm annoyed at the business tactics ONG implements to get a $35 initiation service fee. It's shameless.

      Business Response

      Date: 12/10/2024

      We attempted to speak with the customer by phone on December 5, 2024, but there was no answer. A review of the account shows that we have not charged or billed the initiation fee at this time. For further questions or concerns, the customer may call ************. Thank you.
    • Initial Complaint

      Date:10/07/2024

      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 signed up to create an account with ONG in June, **************************************************************************** July, 2024. After a month of living at the new residence I began to check my account for billing information. No charges were ever added. I continue to frequently check my account online over the next four months, but still, no charges were ever added to my account. I have not received any kind of bill. No bill on my online account. No email concerning my bill was ever sent to me. I never received a letter in the mail for any bill.I eventually was led to believe that my residence was solely electric and that no gas was even being used because I have not received any kind of billing information for services being used. For 4 months I have been unknowingly been using their gas services. On October 2nd, 2024 my hot water stopped working. I called a plumber to come fix the issue thinking it was a problem with my hot water tank. The plumber informed me that my gas has been shut ******* ONG is telling me that I owe them a bill of 4 months worth of gas services. Someone on their team messed up and did not start my services correctly and now Im responsible for 4 months worth of bills that I was never told about. ONG made no effort in sending me any kind of billing information or contacting me at all for any payment. I never received a disconnect notice, billing statement, or have any usage history on my account.I asked the customer service representative how much the bill would be and they could not even tell me because it hasnt gone through billing yet. Not only has no one sent me a bill, but they havent even processed any of my usage to make a bill available. They told me by the end of the month that all the charges will be added up and sent to **** now have to pay the plumber I contacted a bill for their time and efforts on top of 4 months worth of gas services that no one has been billing to me for or informing me about.

      Business Response

      Date: 10/08/2024

      We have contacted the customer to inform them that the corrected bill has been issued. As a courtesy, the connection fee was waived due to the error. However, we are unable to waive the entire bill, as it reflects the gas used by the customer at the property.
    • Initial Complaint

      Date:08/29/2024

      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 moved in to a new home on July 28 2023 out of ******************************* I transferred my gas service I divorced my husband in 2020 however when I moved o he took possession of the ******************. ONG is saying I owe 700$ on a bill that is not mine I have provided all paperwork requested of me and they still say I owe it... They tried to cut my service off at the new house. How am I responsible for a bill for a house I have not lived in for months.

      Business Response

      Date: 09/10/2024

      We spoke with the customer on September 5, 2024, and advised that there is no record of a service transfer from her prior address to her current address. The only service request received was a start service request for her new address there was no request to final the prior address.  Because the customer left the service in her name at her prior address, she remains responsible for the billing there.  We understand that she expected her ex-husband to take over the service, but he did not do so.  We understand the customers frustration, but this is a matter between the customer and her ex-husband.

      The customer did indicate she provided additional proof that same day showing she should not be responsible for the bill at her prior address, but there is no record that any additional documentation has been received

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