Customer complaints of billing irregularities by Connecticut Natural Gas continue despite CNG’s embarrassing episode last year when four of its meter readers made up readings for hundreds of customers.
Two CNG customers complained recently about CNG billing, including one that appears to be a systemic problem.
Joe Guenther of Manchester wrote me that he and probably others who pay their gas bills through automatic credit card charges were billed for more than they owed because CNG failed to recalculate their bills after state regulators cut CNG’s rates by $16 million in June and the company unsuccessfully appealed.
“Well, they are at it again, sort of,” he wrote me in an email.
“Upon speaking with CNG in early September, they informed by that I would have to go into my account and adjust or cancel my automatic recurring payment so that I would not be overcharged,” he said.Â
“I understand that eventually this will catch up and I will have a credit in the future, but why should CNG get double-paid now, and credit it back to me in a few months (will they give me interest?).”
I sent his complaint to CNG spokesman John Dobos and a CNG representative contacted Guenther.
He said that Kevin Griffin, the manager of CNG’s call center straightened out his account and conceded that CNG had overlooked this issue.
“He was very apologetic and addressed all of my concerns. He stated that his team was aware of on line payment processing and how to handle these calls, but admitted that the automatic bill pay option was not something they thought about. He thanked me for bringing it to his attention so that they could address any future issues. Also, for customers that have to make more than 1 attempt to have their issue resolved, they offer a goodwill gesture. I now have a $25 credit to my account. He will personally monitor my account for the next few billing cycles to ensure that I’m not over billed, and if it does occur, will issue a credit immediately. He also gave me his cell which I can reach him 24 hours a day.”
“These actions were no doubt due to my email to you that you forwarded to John Dobos.”
Dobos refused to comment claiming it was a private issue between the company and a customer.
Thank you for watching out for us!
The second case involved Michael DiNocenza of South Windsor who had been battling CNG and its law firm for months. He claimed that CNG owed him money, while CNG lawyers were sending him threatening letters.
It turns out that DiNocenza was right, but it took a note from me to Dobos to actually get is his refund.
After sending Dobos DiNocenza’s complaint, DiNocenza said he was contacted by CNG and was told his $39 refund check was now in the mail.
Dobos again refused to comment.
Time for CNG to get its act together.
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Shame on the DPUC for not getting more involved in these type issues. Despite being the official utility regulators in the state, they have long had a “see no evil” attitude towards the utilities they are supposed to monitor. The people of Connecticut need something more than a lapdog as a regulator.
It took George Gombossy and Dick Blumenthal getting involved to finally get justice for the customers of CL&P and the other utilities.
When they changed the rates and recalcualted everyone’s bill they sent out adjustments. Somehow I ended up owing 4 cents more after the rate was reduced. I still can’t figure that one out.
Now can we do something at CL&P’s rates? There is no way electricity should be this expensive.
When they changed the rates and recalculated everyone’s bill they sent out adjustments. Somehow I ended up owing 4 cents more after the rate was reduced. I still can’t figure that one out.
Now can we do something at CL&P’s rates? There is no way electricity should be this expensive.
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I also had a problem with CNG billing. Despite my three months of accurate and precise monthly meter readings CNG billed me on an estimated basis for these three months. My calls to the CNG meter reading department were summarily dismissed by the department head. Only after I filed a PUCA electronic complaint was I granted relief. The result was that my account was over billed for over forty (40) units for which I ultimately received a credit only due to PUCA involvement.
If this is a systemic problem and not just a couple customers, maybe the DPUC should reopen their rate case or the service quality investigation. If it is a computer software problem/billing system problem, many customers could have been impacted by the rate case change.
In regards to rates going up after the decrease: Their was a decrease in base rates below the last base rate approved a few years ago. However, about a year ago, their was a temporary rate reduction due to CNG’s excessive profits (overearning). This permanent rate decrease was slightly less than the temporary decrease, so you saw a minor increase. CNG has appealed the DPUC’s decision to court and due to a “stay” from the court, the rates should go back to the temporary level until the court case is decided.
The Hartford Courant did its subscribers a disservice when they terminated the Watch Dog.
I’ve had an on going issue with CNG Billing Dept. for several months. I’ve made numerous phone calls in attempt to resolve this matter to no avail. I e-mailed the watch dog on the afternoon of 9/16, on the morning of 9/17 I received a phone call from CNG Billing Dept. telling me the issue has been resolved and my refund check will be mailed out. I did receive the check a couple of days later. The watch dog resolved this problem in less than 24 hrs. Thanks George.