Complaints

This profile includes complaints for Atmos Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atmos Energy

  PO Box 223705 Dallas, TX 75222-3705

• 

  Atmos Energy

  PO Box 600728 Dallas, TX 75360-0728

• 

  Atmos Energy

  5430 Lyndon B Johnson Fwy STE 1800 Dallas, TX 75240-2615

• 

  Atmos Energy

  101 E Elba Bowie, TX 76230

• 

  Atmos Energy

  5110 80th St Lubbock, TX 79424-3016

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:06/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since december 2022, I had to pay A security Deposit of $200 dollars plus the first months of gas usage, which was almost $300.. On top of that, they bill monthly a customer service fee of $36 and just this past month this customer service fee went up to $46.. Why is this allowed? to have businesses STEAL money from customers and calling it customer service fee..I should charge them a dumbfk fee of One milliion dollars per month, just for being such a genius

  Business Response

  Date: 06/28/2023

  The customer was initially charged a $90 deposit, but that deposit was reversed and no deposit was charged or paid.  The customer charge for this area is $36.14.  The Customer Charge is a monthly fee to cover metering, billing and other fixed costs associated with the customers account and is not affected by the amount of gas consumed.  

  Customer Answer

  Date: 06/28/2023

  I am rejecting this response because:  IF you look at the first bill, this bill reflects a $90 charge, which I had to pay using my **************** Debit card...I was told by Atmos, at the time of my request for new service, that I had to pay this security Deposit if I wanted to have my *************** Initiated, otherwise they would NOT proceed with the Installation of my *************** , at my new address. Mind you , being december 25th, it was cold and they knew that people would do anything at that particular point to get gas service started and have hot water at home..So yes, It was paid , NOt Just once but twice, I went to ******************* and they kindly assisted me with paying the $90 dollars security Deposit, so that I could be helped financially, due to moving expenses and being On Social Security DISSABILITY montly income, I am dissabled medically, have been for almost 20 years. Normally, when a Person is Medically dissabled, all types of security deposits are waived, as long as the Dissability can be verified...and I have all types of Documents indicating my type of Medical Dissability...I am not happy with ATMOS..if you see the Second document i sent , enclosed with this message, you can see that ATMOS , raised their so called "customer service fee" from $36 dollars to $46 dollars on my last bill, why? because I had some Credits on my account, that was totalling almost $60 dollars, and of course ATMOs , being the thief money hungry fat hippo, that they love being, just had to figure out a way to keep the remaining credit balance of almost $60, to which they did, by raising the **************** FEE to $46 dollars instead of $36. I have and will continue to file complaints against this company, with the ***** Attorney General and Legal Aid, because Atmos is Stealing money from their so called customer service fees..Im not done with you Atmos, and will not be done until you STop stealing and refund ALL the customer Service fees , to Every person and individuals that you have been charging for many Years , collecting Billions of Dolllars to keep your Luxury life, like a perfect trumpster...Con man

  Customer Answer

  Date: 09/27/2023

  Omg!! I dont remember what happen? I think it was about the monthly fees attached to the actual gas usage..O well..I am moving away from having to use gas..This way I wont have to deal with the problem any longer.h So yes, go ahead and close the case...Thank you 

• Initial Complaint

  Date:06/26/2023

  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 contacted this horrible company to have my service disconnected on 05/02. I till this day keep getting emails for usage and payment for services that I no longer use. They have allowed someone to run up my account I've called and filed 2 complaints on their website with no follow up or corrections. My next step will be suing them for allowing fraudulent activity in my name.

  Business Response

  Date: 07/11/2023

  Service ended under customer's name 5/2/2023.  A final bill for services through 5/2/2023 generated 6/27/2023 for $86.96 and remains unpaid.  For information on this bill please call us at ************.  

• Initial Complaint

  Date:06/12/2023

  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.

  During the past 6 months I have asked several times to have my meter read. Atmos always estimate. My home is empty, as my home is for sale. They finally sent a person to read the meter. However, my bill was not adjusted. They still based it on last meter record (estimation). My previous unread meter ****. Current read ****. But they said I owe ******. For previous bill plus current. It reads less than previous months. How is that possible. Atmos needs to be investigated for fraudulent billing

  Business Response

  Date: 07/17/2023

  A technician visited the property on 5/5/2023 to install a wireless meter reading device on the meter.  When this was done the index on the meter was also changed out.  The index is the piece of the meter with the clock dials.  The technician noted the old index read **** and the new index read 5542.  That is the reason the meter reads are different on the billing statement.  No adjustments are due at this time. 

  Customer Answer

  Date: 07/17/2023

  I am rejecting this response because:   this explanation makes no sense. But they will get away with this and it seems nothing can be done. 

• Initial Complaint

  Date:06/08/2023

  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.

  My gas was cut off due to a new meter put in and the gas was left off. I called multiple times and the last time the guy from atmos came out and never got off the truck.

  Business Response

  Date: 06/08/2023

  We do not service the address *******************************************************  Please provide the service address. 

• Initial Complaint

  Date:06/01/2023

  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.

  My recent energy bill is 4 times higher than my largest bill ever.- As noted on my bills, every other month is an estimated bill and every other month is actual read. My last actual read bill was $80.92 two months before. My estimated bill (1 month prior) was $100.39 - My bill ending April 25th is $423.09. I live in *****, no way am I (a single person) using that much gas! I'm not using my fireplace since early March. I rarely cook on my gas stove. - Why is there a month gap? This latest bill was for period ending April 25th...today is **** 1st...What happened to the May bill?????- I am keenly aware that I am not the only person seeing these high bills...it is ALL OVER ******** and my neighborhood apps. What is going on????? -I want this bill adjust back to where it should be! ******* between $30 - $100/mo.

  Business Response

  Date: 06/06/2023

  It appears the meter was either under-read or under-estimated for several months this winter.  Based on the history and temperature, the account was under-estimated/under-read in November, December, January, February, and March and it caught up in April.  You were estimated for 44 CCFs from 10/27/22-11/21/22 when the average temperature was 57 degrees.  Last year during the same time frame the usage billed was 147 CCFs.  You were then billed for a read of only 42 CCFs from 11/22/22-12/22/22 when the average temperature was 53 degrees. Last year during the same time frame the usage billed was 88 CCFs.  You were then estimated at 61 CCFs from 12/23/22-01/24/23 when the average temperature was 53 degrees.  Last year during the same time frame the usage billed was 67 CCFs.  You were then billed for a read of 50 CCFs from 01/25/23-02/21/23 when the average temperature was 48 degrees.  Last year during the same time frame the usage billed was 117 CCFs.  You were then estimated at 64 CCFs from 02/22/23-03/22/23 when the average temperature was 59 degrees.  Last year during the same time frame the usage billed was 108 CCFs.  When an actual read was taken by a different meter reader in April you were billed for 348 CCFs from 03/23/23-04/25/23 when the average temperature was 66 degrees.  Last year during the same time frame the usage billed was 90 CCFs.  The total usage for the year and from November through April lines up with prior years at the home in the winter months when usage is combined. 
  Your meter was read again 5/31/2023 when a tech visited the property to check for any issues. No issues were found, and he replaced the meter with a meter capable of having a wireless meter reading device.  This device will send us daily reads from the meter and ensure that you are no longer estimated or endure meter read errors.  
  The April bill was held while it was evaluated by billing, it was released 5/26/2023 and is for 348 CCFs from 03/23/23-04/25/23 but also captures some of the gas used between 10/27/22-03/22/23.  ******* Cost Recovery rate was much higher in November ($.95934 per CCF) and December ($1.03104 per CCF) and January ($1.02804 per CCF) and February ($.77224 per CCF) and March ($.69624 per CCF) than it was in April ($.59034 per CCF), so we decided not to re-allocate usage as it would increase total bill amounts.  The call center is offering a variety of payment plan options for customers in this effected area should you require one. Please call us at ************.  
  
  

  Customer Answer

  Date: 06/10/2023

  My 12/22/22 bill shows it was an ACTUAL read, my 2/21/23 bill shows an ACTUAL read.  If there were any shortages or estimates they would have been caught up with each of those actual reads that I was billed.  Regardless of the explanation given by Atmos, there is something wrong if a customer is billed every other month with an ACTUAL read and STILL coming up short to the tune of over $400.00!!  This is deceptive billing practices.  I reject the explanation given and I am aware of many other customers having these same problems.  I want an explanation of what a bill means when it says ACTUAL if we aren't being caught up from the previous month's estimate.  

  Customer Answer

  Date: 06/12/2023

  I am rejecting this response because:   The explanation given does not make sense.  I have ACTUAL reads every other month, therefore the estimated reads should have been caught up on an ongoing basis.  I am aware of a large number of complaints regarding these sky high bills and do not accept this adjustment that was made on my bill.  It is deceptive billing practices to state we are getting actual reads every other month and the estimated months not being caught up then.  To hit customers with outlandish amounts because the business is mishandling their business is not something that the customer should have to make up for.  

  Customer Answer

  Date: 06/12/2023

  FURTHERMORE....I just noticed my bill has now INCREASED from $423.09 to $456.37 from June 12th to June 16th!!!!!  

• Initial Complaint

  Date:05/31/2023

  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 am an 83 years old male and I have lived my residence for over 43 years.On March 10, 2023, Atmos Energy Atmos left a yellow tag notice indicating my gas meter would be replaced on March 13, 2023; without cause (see New Meter Notice). I did not report an internal or external gas leak prior to receiving the yellow tag notice.Upon arrival, the Atmos technicians technicians were asked the cause for the replacement yet did not provide a response. When asked if all residents would receive new meters. They replied No, just you. We had one in North ****** and this one.Using a hammer and pipe wrench, one of the technicians beat and disconnected the old meter. Using a guage to check the new meter, the technician indicated there was a leak in the line, and the gas needed to be shut off until the line is fixed by a plumber. The technicians also requested to shut off the furnace and hot water heater; leaving me to suffer some days in cold temperatures. (see Order #************)Atmos dispatched another technician on the same day. (see Order #************) He looked at the new meter, indicated the same as the previous technicians, completed a work order and wrote a number on the back to contact help. He indicated no one would be available at the number until August 2023.I walk with a cane and must now arrange to boil and pack water from the kitchen to the bathroom. Atmos actions have caused me to become greatly depressed. I received two (2) billing statements; on April 12 and April 14, 2023. The latter statement was a final notice. I contacted Atmos on April 17, 2023 at 9:10 a.m. Atmos indicated the old meter had been misreading for one (1) year, I had 30 days to have the line fixed, and my account was closed as of the date of the final notice.

  Business Response

  Date: 05/31/2023

  The meter at the address was replaced because it had slowed down and finally stopped registering natural gas in late 2018.  When the meter dies the customer is billed for 0 usage each month until the meter is replaced.  The natural gas meter is a diaphragm meter.  The diaphragm inside the meter expands and contracts as gas flows through the meter.  ******* is measured based on how much gas is allowed to fill the diaphragm before it is pushed out to the service line.  This type of meter will begin to slow down as they get older and the gas flowing through the meter is measured at a lower rate or not at all when the diaphragm stops moving completely.  When the meter measures the gas that flows through your meter, it would be the exact amount that went into the service line, or in cases of older meters a lesser amount that actually flowed into the line, or it would show zero movement (consumption) because the meter has died.  We were not replacing these dead meters throughout the covid pandemic, so the meter registered 0 usage for several years.  The meter was replaced 3/13/2023 for a registering gas meter.  After the meter was replaced, our technicians pressure tested the gas lines for safety checks.  The plumber that was also onsite with the technicians isolated the water heater and space heater and the pressure test still failed indicating a gas leak in the gas lines.  We are not able to reconnect gas service until the leak is repaired.  Please contact a qualified plumber of your choice to help locate and repair the gas leak.  If the plumber believes Atmos Energy caused the gas leak in the gas lines, you may submit a claim with us to be reviewed.  You can do this over the phone at ************ or on our website at ****************************************************************************; If you need assistance with repair costs, please contact our energy assistance group at **************.   

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because:   From 2018 to date, Atmos did not communicate anything regarding my gas meter.

  On March 10, 2023, I received a notice regarding a replacement; without an explanation. On March 13, 2023, Atmos removed my old meter and thereby made a leak in the gas line. There was no pressure test on the old meter. There was no isolation at the furnace and hot water heater; no notation on the service order. Neither Atmos representative made me aware they were a plumber. The information presented today has not been provided prior to this complaint. Atmos just disconnected my gas and left me, an elderly man, without gas and hot water. 

• Initial Complaint

  Date:05/25/2023

  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 called Atmos Energy back in February for service at an address I no Longer lived at. After realizing they had created this bill in error, they were going to look into it and call me back... Wel that never happened! So, I called again on May *************************************************************** back. Called them again today May 23rd just to be told they pulled a call (never said when or what from) and said that I agreed to dates that don't even make sense...! WHAT! These people are crazy! They simply got caught generating a bill to a residents where no one lived and now are trying to cover their tracks and expect me to pay it!

  Business Response

  Date: 05/30/2023

  The customer called us 4/3/2023 to transfer services from ************************************************* to ***********************************************************  He stated he moved in to ******************* 2/23/2023 and had moved out of ************** 3/5/2023.  The move in date was updated for the new address and the move out date was back dated to 3/6/2023 which was the first business day after 3/5/2023.  All balances on the prior account ************** have been paid.  

  Customer Answer

  Date: 05/30/2023

  I am rejecting this response because:   The fact that lived in the residents alone and had been held up by Atmos is nothing short of robbery. I have attached supporting documents from them alone where they have repeatedly giving me outrages bills and made claims for usage. I called them to set up service on the 22nd/23rd and was told that I could start service next day. They explained that I could request new service on line and so I did. The following month they sent a bill for my old address after paying them over $600 dollars collectively in previous months bills. My initial call about the bill had a supervisor telling me should would review the mistake and et back to me by end of day. Never heard from them and a month or so later they tried slipping into my bill again. Called them again and explained the whole thing just to be told they would call me back before the end of day. Waited two days and had to call back again to get this story that I had agreed to some dates and the file was closed. Transcript the conversation and lets hear this!!! It doesn't exist and they know it!

  Business Response

  Date: 05/31/2023

  The customer's first bill at ******************* was for service from 02/23/23-03/16/23 for 34 CCFs of gas when average temperature was 60 degrees.  Customer has a central heater and water heater that runs on natural gas.  The first bill was $70.08 for gas usage plus $104 deposit and $19 meter read fee.  The total was $193.08.  The meter read fee is a one time fee to read the meter in between cycles.  The deposit will refund back to a customer once an account has been active for at least 10 months and at least 10 payments have been made in the last 10 months on the account covering at least 80% of the billed charges.  The second bill was for services from 03/17/23-04/18/23 for 44 CCFs of gas when the average temperature was 64 degrees.  The total of the bill was $69.84.  The most recent bill was for services from 04/19/23-05/16/23 for 18 CCFs of gas when the average temperature was 71 degrees.  The total of the bill was $42.52.  There was also a transfer of $142.96 of charges from the prior account at **** Grand.  That amount was for unpaid charges for services from 02/10/23-03/06/23 for 82 CCFs of gas.  

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because:   Continued lies in order to steal from paying customers. I have plenty of documentation including lease and other utilities connections dates. I ham turning the matter over to the ***

• Initial Complaint

  Date:05/10/2023

  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 had set up an installment agreement to pay my gas bill, due to the very high costs and I am on a fixed income. I paid them over $200 in the past two weeks. Today, I received a disconnection notice. If they are going to disconnect my gas, I could have used the money to buy food and medicine, since I am on a fixed income. The costs are overpriced for one person who rarely uses the stove and does laundry once a week. This is taking advantage of the elderly and something needs to be done.

  Business Response

  Date: 05/10/2023

  The customer set up an installment plan on 1/11/2023 for the balance of $557.94.  The invoice with the plan generated 1/25/2023 and $207.13 was due by 2/9/2023.  The customer did not make the required payment by the due date.  A new invoice generated 2/21/2023 for the entire balance due $570.67 and was due 3/8/2023.  The customer set up a new installment plan 2/22/2023 for the balance of $570.67.  A payment for $100 was received 2/22/2023.  Another invoice generated 3/23/2023 with the new installment plan and $146.37 was due 4/10/2023.  The customer made a payment the day after the due date on our website 4/11/2023 for $146.37.  It posted to the account 4/12/2023 but the installment plan had defaulted since payment was not made by the due date.  A new invoice generated 4/25/2023 for the total balance due $468.06 and is due 5/10/2023.  A termination notice generated 5/1/2023 and is eligible for disconnection as early at 5/15/2023.  The customer made another payment of $100 on 4/28/2023.  Customer should contact ************ to find out payment options or contact energy assistance agencies in the area.  ****** DHHS is at ************, ************ is at ************, and ************* is at ************.  

  Business Response

  Date: 05/12/2023

  The customer set up an installment plan on 1/11/2023 for the balance of $557.94.  The invoice with the plan generated 1/25/2023 and $207.13 was due by 2/9/2023.  The customer did not make the required payment by the due date.  A new invoice generated 2/21/2023 for the entire balance due $570.67 and was due 3/8/2023.  The customer set up a new installment plan 2/22/2023 for the balance of $570.67.  A payment for $100 was received 2/22/2023.  Another invoice generated 3/23/2023 with the new installment plan and $146.37 was due 4/10/2023.  The customer made a payment the day after the due date on our website 4/11/2023 for $146.37.  It posted to the account 4/12/2023 but the installment plan had defaulted since payment was not made by the due date.  A new invoice generated 4/25/2023 for the total balance due $468.06 and is due 5/10/2023.  A termination notice generated 5/1/2023 and is eligible for disconnection as early at 5/15/2023.  The customer made another payment of $100 on 4/28/2023.  Customer should contact ************ to find out payment options or contact energy assistance agencies in the area.  ****** DHHS is at ************, ************ is at ************, and ************* is at ************.  

• Initial Complaint

  Date:04/28/2023

  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.

  Our bull has been from 55 to 54 feb and march aprils bull was ****** Atmos said we needed to check up on our bill we have never been late paying our bull Also Atmos said Jan 2022 is what we are paying for but we have paid that bull and was never late

  Business Response

  Date: 05/01/2023

  There was a meter reader issue in this area during the February and March billing periods. Several meters were under-read by an employee and the usage not yet billed was then billed out on the April billing invoice. They were billed for 93 CCFs from 12/13/22-01/12/23 when the average temperature was 50 degrees.  They were then billed for only 20 CCFs from 01/13/23-02/09/23 when the average temperature was 48 degrees. They were also only billed 20 CCFs from 02/10/23-03/10/23 when the average temperature was 58 degrees.  When an actual read was taken by a different meter reader in April they were billed for 140 CCFs from 03/11/23-04/12/23 when the average temperature was 62 degrees.  The total usage for the year and from November through March lines up with prior years at the home in the winter months when usage is combined. 

  
  The customer contacted us on 4/17/23 and we explained the issue with the reads.  The April bill was released 4/12/2023 and is for **** CCFs from 03/11/23-04/12/23 but also captures some of the gas used between 01/13/23-03/10/23.  ******* Cost Recovery rate was higher in January ($1.02804 per CCF) and in February ($.77224 per CCF) and in March ($.69624) than it was in April ($.59034), so we decided not to re-allocate usage as it would increase total bill amounts.  The last payment on the account was 04/24/2023 so the balance is now $0. 
  

  For further questions, please call ************.  

  Customer Answer

  Date: 05/01/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/19/2023

  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.

  Atmos Energy gave me a big bill all a* once in February in called *hem and *hey *old me *ha* *hey under charge me for 3 mon*hs. I Don * feel *his is righ* *his was no* on my par* *ha* someone *hey hire read *he me*er wrong bu* *hey said I had *o pay because I used *he gas, of course I used *he gas I m a paying cus*omer bu* I did no* read *he me*er wrong I should no* be responsible for *his and *hey a*e saying make ano*her paymen* plan which charges you more *han your ac*ual bill...

  Business Response

  Date: 04/20/2023

  The customer's usage was estimated in December and January due to staffing in that area.  The customer was read at 31 CCFs of gas for usage from 10/14/22-11/11/22 when the average temperature was 67 degrees.  The customer's usage was then estimated on 12/9/2022 for usage from 11/12/22-12/09/22 at only 10 CCFs when the average temperature during that time was 52 degrees.  The customer's usage was estimated again on 1/11/2023 for usage from 12/10/22-01/11/23 at only 8 CCFs when the average temperature was 51 degrees.  The estimations were very low because they had been based on the prior winter usage from when the home was vacant.  Looking further back when the home was occupied in the winter the home used 180 CCFs from 11/14/19-12/12/19 and 358 CCFs from 12/13/19-01/15/20.  In February of last year after the customer moved in, the home used 216 CCFs from 01/13/22-02/14/22 when the average temperature was 47 degrees.  The usage not yet previously billed caught up when the meter was read 02/13/2023 and 352 CCFs was billed out to the customer.  We did not allocate part of that usage into the prior months due to the gas cost being much higher in December ($1.03 per CCF) and January ($1.03 per CCF) vs. February when gas cost was down to $.77 per CCF.  If we move the usage into the months it was most likely used, the bill amount due would increase.  The customer is eligible for an installment plan if one is needed.  Please call ************.