ComplaintsforOklahoma Natural Gas

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my new home on Aug 9th 2024 I closed approx 10am and went straight to my new house. The first order of business is getting my utilitys on so I called oge and no problem got it switched over, so I called Oklahoma natural gas got ahold of them and was informed the previous owner was behind on his payments and in response to that ong took the gas meter. Ong informed me that I need to summit a few forms showing I just bought the house and they would review it and call me back in 5 days, about 3 days later I received a phone call and was told that since it had been off so long it may take longer and apparently there was a line that needed replaced but that gas line had been replaced already so we set a date Aug 20th 2024 8am to 5pm Ong never showed so I called and they said they would be out the 23rd 8am to 5pm they never showed called and was told they would be out by 8pm nobody showed I have not received a phone call or email and am having the most difficult time getting a straight answer out of them on if anybody will show up.

  Business response

  08/27/2024

  We have been in contact with the customer and are working with him to resolve his concerns.  There is an order to turn his service on August 30, 2024, and he has the direct number of a senior representative if he has any further questions or concerns.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12, 2024 my gas was shut off due to an outside leak. The worker never turned it back on nor did he leave a note, call, or reach out in any way. For 5 days, I thought my hot water heater had went out. I dont own a truck so I had to pay someone to drive 35 miles one way to pick one up. On the 5th day, I paid someone to install the new water heater. Upon his inspection, he realized no gas was flowing. I called the gas company and was told they did a repair and never turned it on. Luckily , I am able to return the unused water heater and get my $700 back. I cant get my money back that I spent paying someone to go get it, return it, and the man that came out to install it. Due to the negligence of the employee of ONG, I am out $150. I reached out about this and was told they would give me a $25 credit. Thats completely unacceptable. It is this companys fault and their responsibility to make this right. I want $150 credit to pay me back for their negligence in failing to tell me that my gas was turned off. My daughter and I had to take cold showers for 5 days because of this.

  Business response

  07/29/2024

  Our claims department has been in contact with the customer and working to resolve the concern. 

  Customer response

  08/07/2024

  As soon as I receive the check from the business as promised, I will accept and close the claim. Thank you. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have needed the gas reconnected at my home twice for various reasons. Both times, I have arrived within the allotted time and both times I have passed the technician on the street. I have called customer service and they are no help just offer to reschedule the next day, in both cases I had appointments and was on time. I had to take off of work both days and without compensation to be here for the gas company and no one seems to care. Speaking to customer service is like talking to a brick wall and no one can actually resolve the issue. There seems to be no other way of contacting them and unfortunately there is a monopoly on natural gas. So they obviously dont care about the people paying their bills. I want something done so other people in my situation are left loosing half a days wages just so that the gas company can steal our money and then not provide service.

  Business response

  04/11/2024

  The customer's service was restored on 4/9/24. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date 2/14/24-3/12/24 Bill in the amount of $218.58 never had a bill over $85 a month They will not adjust they asked me if I used the heat even once I said yes they said then thats your bill. There is no way it tripled when its been warm out side. Account number ******************** ************************

  Business response

  04/01/2024

  We contacted the customer to discuss their concerns and advised there was a high bill investigation performed after the bill was received and the techician did not find any leaks inside or outside. We advised the customer to have a qualified service agent service the inside appliances, but there will not be an adjustment made due to no issues being found. The customer disconnected the call before we could discuss any further. 

  Customer response

  04/01/2024

  I am rejecting this response because:   

  Customer response

  04/02/2024

  They did nothing to fix the problem and disconnected my gas with out letting me know and my bill wasnt even do till April 17th 2024. I want to know why my gas was disconnected with out warning or me asking for it to be disconnected? 

  Customer response

  04/02/2024

  I am rejecting this response because:   

  Consumer

  Most Recent Message

  Date Sent: 4/2/2024 5:03:48 PM
  They did nothing to fix the problem and disconnected my gas with out letting me know and my bill wasnt even do till April 17th 2024. I want to know why my gas was disconnected with out warning or me asking for it to be disconnected? 

  Customer response

  04/08/2024

  They turned off my gas with no warning no disconnect notice  my bill was paid up so there was no reason for them to turn off my gas. I would like to know why? 

  Business response

  04/09/2024

  The customer contacted us on 3/27/24 and requested to have the services disconnected. The disconnect was completed on 3/28/24 per the customer request. 

  Customer response

  04/09/2024

  I absolutely did not request my services be turned off. That is a flat out lie.  I didnt  ask for it to be turned off I did not schedule a disconnection. None of that happened. 

  Business response

  04/10/2024

  We have reviewed the account with recorded phone calls to confirm the customer requested the service to be disconnected. If the customer would like to reconnect service they will need to contact us at ************. 

  Customer response

  04/10/2024

  The customer would love to hear the recording of the phone call. Because thats not right. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had Oklahoma Natural Gas in many years

  Business response

  02/26/2024

  Attempts to contact the customer to discuss his concerns have been unsuccessful.  The customer had an account in his name from November 9, 2021 October 5, 2022.  The account has an outstanding balance that was handed over to a collection agency November 27, 2022.  If the customer has any questions or needs further details, he can contact our office at **************.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ONG and their 3rd party "NPL" have been in my neighborhood the last several months doing maintenance work. I've been concerned with the damage that could be done to my yard, but was told they would leave the yard as how they had found it. That has not been the case. I've called several times to complain but have basically been brushed aside and have not been helped at all. First they had broke my sprinkler line and I had to replace and fix with my own money. I was referred to NPL's claims department but the claim was removed in less than 24 hours because I didn't have photo evidence that my sprinkler line wasn't damaged before they got there. Who digs up their yard to take photos just in case?!?! They have left tons of rocks in my yard and have not picked them up. The yard is not level anymore, deep rut marks, and they've laid sod down that I did not want or even have in the first place. The sod that was laid down was just thrown down on top of the ground and over rocks that they left there. They've also put sod down over existing grass that was there, thus killing the existing grass and leaving my yard destroyed. I've been told they'd be out to fix the problem on certain days, but they've still not come out. I've called to complain about it and all I've been told is they'd mark it on my account. This is totally unacceptable. I'm now about to be out several hundred dollars if not thousands, because I'm going to have to totally renovate my yard to fix the damage they have done. I'm to the point where calling ONG and NPL is a waste of my time. So I'm filing a complaint here and about to contact my attorney and take this to court. This is not how you treat a customer. I understand maintenance work needing to be done, but this is ridiculous how they have no respect for their customers property. I've worked too hard to have a nice looking property just for someone to come and completely wreck it and have no accountability for what they've done.

  Business response

  02/16/2024

  We are in contact with the customer and are working with him to resolve his concerns.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the end of Dec, I contacted ONG to have service turned on at a rental property - *************. In setting up this service, the woman asked me if I wanted the bill sent to 515 S. 6th #B. I told her "No, I want it sent to my home, **** N. Union, just like all my other bills". At the end of the conversation, she indicated that I would be charged a deposit. Because of my credit history with ONG, I have never been charged a deposit, so I asked why there was a deposit. She stated that I had a past due bill - on 515 S. 6th #B. After checking, I found that I had not received a bill on 515 #B. Since it had been leased, it was not on in my name and had been turned off at the end of Nov. I contacted ONG again and the representative told me that the bill for that apartment was being sent to the apartment instead of my house. She also statement that she would sent me a copy of the bill. On January 8th, I still had not received the bill from ONG, so I went online and set up an account to access the billing and paid the bill for 515 S. 6th #B in full (the final bill). On or about Janaury 25th, I received a call from ONG that was recorded on my messages indicating that I had not paid the final bill for 515 S. 6th #B. On January 29th, I contacted ONG regarding this. The automated service indicated that I still owed the final bill for 515 B so I transferred over to a live representative. This person said that their records indicated that the bill was paid. However, there was another bill that I owed. After this call, I set up auto-draft accounts on all of my rental units and verified that all bills were paid - since it appeared that I could no longer rely on ONG to send out the bills. You would think this would solve the issue - However, on February 1st, I once again received a call from ONG stating that I was going to be turned to collection for the unpaid bill on 515 S. 6th #B which I paid on January 8th. Please help mekeep this company from ruining my credit.

  Business response

  02/05/2024

  We have been in contact with the customer and advised her credit history with ONG has been updated to reflect excellent pay.  The customer should not receive any further payment reminders from ONG.  She has a direct number to a senior representative if she has any further questions. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So ONG originally came out at 10 00 AM, At this time my wife was getting ready, dressing for work. I explained to the repairman that I had to take my wife to work but would be soon and if he needed to look outside he could and he had access to my garage. When I came back from taking my wife to work he was gone. I found a note on the grass by the curb which told me my gas was turned off. When the second guy came out a few hours later he worked for a long time and said he could not find the leak and called another guy Now at this time my house was wide open. I was trying to work so I let them know they could have free access. He said he was calling another guy because he could not find the leak then after an hour he was gone. They turned off the gas but did not attempt to find the problem. It is cold and I am without heat. Also hot water. I waited here all day did miss some work. I am flabbergasted and cold. I have COPD so this condition is critical. We are two senior citizens and there is no explanation as to why it was not resolved or what the issue is that we need to fix.

  Business response

  01/24/2024

  We have visited with the customer and discussed next steps in order to restore services. The customer has direct contact information for any further questions or concerns. 

  Customer response

  01/24/2024

  I am rejecting this response because:   Once again, the gas was turned off initially because the first repairman was insistent to come in the house even though we had to leave the house for work.

  The gas was shut off purely for retaliation. It is beyond cold in this house and I can not leave due to driving restrictions. My doctor has suggest I find somewhere else to live. However I am terrified to do so because If I miss this letter then it will be that much longer.

  Also this cost me as far as my pay check for next period. This treatment is still not excusable.
  

  Business response

  01/25/2024

  We must ensure the safety of our customers and the surrounding neighbors. The service was disconnected by our service personnel as the required safety checks could not be completed once the customer left the premise. The customer has been advised of the additional requirements to be met before service can be restored. Should the customer have any additional questions regarding the requirements, they have been provided direct contact information to the Manager. They can also contact us at ************.

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