Complain about a product or service

Nicor

lolita of homewood, IL November 1, 2009

Called many times and requested a letter saying that they had cut my gas off and they refuse to give me the letter. We can not prepare meals.bath, children, nor our selves, I was baby sitting but cliets quit becasue i told them that my gas was shut off in my house. Nicar already got paid 600.00 back in june.I tried to make arrangements on bill but the refused, also they have added on 200.00 more to bill for deposit.

I have been with out gas for three months since i am unable to prove that I dont have gas at my house to outside resources, I have three kids who are very unhappy and quiet cold. It is difficult to sanitize and clean house from flue. I was starting a home day care and clients did not stay because my gas was cut off for three months.

John of Evanston, IL October 23, 2009

Please read everything here as enormous rage. Here is why. Nicor has proven itself a crude and incompetent crook using fabricated gas usage, intimidation, bullying and fraud. All the billing facts are fabricated, and when confronted with actual meter readings taken by Nicor that conflict with your billings, only more bullying and scare tactics are used, instead of correcting the billing to reflect the facts.

NOTE: This is being sent by e-mail because the “Customer Service” department told me not to fax it. The people dealing with faxes are now too busy, and I was told they will simply not respond. This is a very specific and detailed memo because it is clear Nicor is not able and not willing to resolve a simple mistaken reading. I will try to write this as if I were dealing with a petulant, abusive, ignorant and confrontational 6 year old - Nicor, in short. I am sending this info to the regulatory consumer protection agencies. See the attached spreadsheet on “Gas Usage and Billing Analysis” for a clear analysis of the facts.

1.0. Summary of facts: 1.1. We bought the building in late ’07 and inherited a botched billing history. We cleared up the past billing history, paid the appropriate bills and started with a new agreement to start billings from 10/22/08. This is codified in the 11/06/08 billing.

1.2. Somehow a customer reading of 12/12/07 that was in error (too high by about 1,000 therms) and was not questioned and also was not incorporated in readings until the billing of 2/19/09.

1.3. Nicor made an actual reading on 2/19/09, the same day the billing went out, that showed actual use much lower, which highlighted the error in the prior customer reading. In spite of this, Nicor has made no corrections.

1.4. Even after repeated calls to “Customer Service” and to “Claims Litigation” and a fax message confirming the actual meter reading, all facts have been ignored by Nicor.

2.0. Chronicle of Events: 2.1. After Notice of Demand for an outrageous amount in April ‘09, I called “Claims Litigation” and after trading calls we spoke on 5/27/09. “Claims Litigation” said they would freeze the account until a new reading was done. They explained that it appeared that the billing from 2/19/09 was the first since ’07 and the large billing was a catch-up bill. I explained that there was a prior agreement clearing up the past bills, and we had a 12/08 bill showing the account paid in full with nothing past due. The agreement with “Claims Litigation” at that time was they would credit the bills for March & April if the new meter reading showed the limited usage. Note that at the time of this May conversation, Nicor already had the actual reading of 2/29/09 at 987 therms confirming very limited use. However, no revised bills came, and I received no clarification.

2.2. On 6/4/09 I sent a fax to the Accounts Receivable department explaining the facts again, confirming a new reading of 1165 on 6/4/09 and asking for a clear breakdown of the how the outrageous gas bill was generated by month. No response was received.

2.3. After another demand for payment from Nicor and threat to cut off gas, I called “Claims Litigation” again, and was told to call “Customer Service”. This person at “Customer Service” invented an explanation that the prior payments for the use in ’07 & ’08 must have been estimate too low and this is a billing for a catch-up bill based on an actual reading. This explanation was pure fabrication. The actual reading available from 2/19/09 confirmed that this was not the case. But the facts were just ignored.

2.4. I called “Customer Service” again 10/18/09 and was told that the actual gas usage and meter readings were on the Nicor web site and to just refer to this info for clarification. This web information is patent nonsense, the information is useless. The usage is based on estimated readings and no actual vs estimated readings are shown. It is grotesquely misleading. Furthermore, the estimated meter readings on the “Current Meter Readings” page are also only estimates and are half the readings on the “Gas History Page” , meaning the usage is fabricated at twice the readings of the “Current Meter Reading”. None of the web site info is actual. None of it reflects the actual readings by Nicor on 2/19/09 or 7/16/09. It is all fabricated and the related billings make no sense whatsoever.

2.5. I called “Customer Service” again 10/19/09, I got a listing of the actual readings as shown on the attached spread sheet and created the spreadsheet, which is simply the record Nicor should have had access to all along.

2.6. From the spreadsheet, it is clear that the actual gas use is about 514 therms since 10/22/08. The cost of this actual usage is about 400. We have paid over this period 451.22. Nicor is trying to bill for 8,411 therms at an outrageous amount.

3.0. Demands: 3.1. Restore any gas cut off. 3.2. Restore our billing record with a customer credit of 51. 3.3. Reverse all late payment charges. 3.4. Eliminate any account deposit requirement. 3.4. Restore estimated usage to historical evidence of about 750 therms / year. 3.5 Credit our account with 1,000 to reflect the outrageous time I’ve had to spend doing your work and defending ourselves from your incompetence and rapaciousness. 3.6. Communicate with us about these actions in a timely and civil manner without further outrageous billings and threats.

Stan of Tinley Park, IL October 16, 2009

Nicor Gas Disconnected service without billing or notification the meter has been removed as well we have been trying on several attempts to get a bill they kept saying they will send it but never did? the next thing that happens after the kids go to school and we are off to work they come and shut off service and remove the meter?

Beatriz of Elgin, IL October 14, 2009

They removed the meter from this property because the previous owner didn't pay their bill. Now that I'm the new owner called them to request for service and they told me I have to wait up to 8 weeks for somebody to come and put service. Is winter time and I have no service yet is being already 5 weeks. They don't care about their customers because we have no other choice since they have no competition. The city of Elgin is not willing to do anything about either. We pay to much for service and this is the kind of service we get from them.

amanda of watseka, IL October 8, 2009

Me and my husband were behind on our gas bill due to some financial issues and our gas was shut off with no notice. We borrowed the required amount for the bill the next day and sent nicor their money. We were then told that our gas could not be turned back on for a week. A week went by and the day the gas was to be turned back on the nicor employee came to my house at a time i told them not too, since i wouldnt be home I had to pick my children up from school. Since no one was home they didnt turn the gas back on and just left. When i called nicor to see what was goin on and when they would be at my house they explained what had happened and then told me that they wouldnt be able to come back to my house for another week to turn on the gas! There are nicor trucks in the town i live in everyday and not a one of them has time to stop by my house for five minutes worth of work. I feel im being punished for not being as fortunate as some people. My husband told them numerous times that we did not need to be home for them to turn our gas on and if someone absolutely had to be here for them to do it that we wouldnt be home till after 3:30 pm and not to come till then. My family is being punished for their mistake!! I have two young children at home who have to suffer and go through this and it makes me feel like im not doing good enough for them.

Hajira of skokie, IL August 12, 2009

I called Nicor gas company on 08/06/09 regarding move of the service since I lived in Chicago I did not know much about Nicor company when I call I got customer service rep who refused to acknowledge the address exist and told me to provided her with meter #. I told that my parent ages 80 to 88 will moving to this home on 08/09/09. Monday 08/10/09 say about 2:30 pm Nicor person come and shut the gas out, even though he saw box were moving in and my mother was sitting, and cooling repair person was working& I was with carpenter who was repairing my doors in drive way. He did not have a cursory to even mention or have responsibility to call the manager and notify that why we are shutting when these folk are moving in.

Today 08/11/09 I call in the morning talk to nicor rep Matt # 8433 and gave all my information, and I like put gas service on my mother name who do not speak English. Matt was very help-full, took all the information and apologies and transfer the call to customer credit dept ( where all the fun begin ) the person who answer the phone Jessica ask under whose name the service will be on I gave my mother name, she ask where did she had service befor,e I mention Chicago and gave the address, she came back and ask who she speaking with. I gave my name, at this point she got very furious and told me that whose house is under the name I mention my name she came back few minutes and told me I had lied and gave false information and that she will NEVER EVER provide me gas service for my senior citizen parents. And that I misled her. I keeping asking what I misled she simply hangs up the phone.

I call Matt again and mention about Jessica & my conservation, he said his hand is tied and he say he cannot help. I call back after few hrs and try talking to Jessica, again she said I am NEVER EVER getting Nicor gas service. She than ask why she cannot speak with my Mother, I told her she cannot speak english, than she ask what language she speak. I told Hindi and if you any person who speak the language I will put her on line, she said no body , and than she said I am lier, and cheater and I will NEVER EVER GAS SERVICE FROM NICOR.

I call customer service and talk to Pam who was very help full, and coordinate between me and Jessica so what every problem we have could be solved. Jessica requested through Pam that she need my SSN #, my Closing paper work of the property, my Driver Laciness, my mother SSN #, her IL state ID, AARP card, and her Medicare card, which will shows that she is disabling person. After faxing all these I was told I have wait 7 to 10 business day to get service

Let me ask where is this lead this to k let me SHOUT LOUD DISCRIMATION AGAINST RACE AND SENOIR CITIZEN. I was told pervious owner had not paid for few months, I wanted to know why they waited till I call me and than disconnect. Even though I repeated request that I had disable senior citizen parents and minor kids ages 6, 7, & 12 I was ignored I was told WILL NEVERE GET GAS SERVICE

WHY because I am not American even though I am 30 yrs in this country went school, university, had business employee 20 people but hey where is JUSTICE 7 to 10 business day so I guess, we will not take shower we will not eat and let my parents sat dirty

Bendetrese of Lansing, IL January 1, 2009

Bendetrese of Lansing IL (01/01/09)
on dec 30 2003 my gas was turn off at 200pm on dec 31 2008 I smell gas I called the emergency number to come out and check the gas smell on jan 1 2009 the gas man come out and turns the gas all the way off and tells me you gas has been turn off with out warning I applyed for gas in aug 2008 nerer received a bill I had been calling nicor to see why theres no gas bill now they tell me they dont have a name for me thats why my gas was turn off in the friget cold can you help me with nicor

I am really freezing and sick and disable the cold is causing me a lot of pain

Stacey of Freeport, IL December 1, 2008

Stacey of Freeport IL (12/01/08)
I had not received a gas bill since August 2008. When I called to inquire about this I was informed that my monthly payments had jumped from 56/mo.(budget plan) to 175/mo. I was told it was because of problems reading the meter, and my debt to nicor is now 875. How is it possible my monthly payments can triple and I had not been notified?

Jin of Buffalo Grove, IL October 8, 2008

Jin of Buffalo Grove IL (10/08/08)
After 5 years of service with Nicor, i realized on my bill that i was being charged 4.95 for Comfort Guard and that i needed to cancel within the next 30 days or else i would be committed for an additional 12 months. First of all, i don't ever rememeber signing up for such a ridiculous program. Secondly, i asked the supervisor to provide proof of my enrollment and they stated that they only keep 2 years of records and since i have been using Nicor for 5 years, they don't have my records. Thirdly, i even asked them to just credit this month's charge of 4.95 and they denied this also. I think this is ridiculous.

Five years of Comfort Guard at 4.95 plus tax per month i've paid. Do the math

Karen of Bartlett, IL June 16, 2008

Karen of Bartlett IL (06/16/08)
My husband and I were behind in our nicor gas bill because we were both out of work. Once my husband returned to work we both tried very hard to get caught up on our bills. Nicor gas shut off our gas without any notice (never received a letter from them or phone call) and we had to pay 1,068 to get it back on. We paid the amount promply. Called nicor to schedule our service turned back on and after being treated rudely on the phone was told that we would have to wait 1 week and a 1/2 to get the gas back on. How is t his acceptable for a company of their stature? How can they treat people this way and get away with it?

We are without gas for 1 week and 1/2 ....unable to cook food, wash clothes or take showers.

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