I received a notice that my home gas was going to be shut off for a past due payment on 6-9-2014. The letter was dated 6-4-14 and said that it was going to be shut off on 6-8-14. I then checked my online account at Liberty Utilities site and it showed that on 6-13-14 there was a pending payment for the past due amount. I was not able to cancel it due to there was not a link to do so. On 6-12-14 I came home to find they had shut my gas off. I called the company and paid the past due plus the current due and then had to call another number due to it being shut off with a confirmation number. In the meantime I went to the website and noticed that my past due pending amount was now processed with the date of 6-13-14. I then called the company to report my confirmation number and spoke with “Roberta” who told me that she would cancel the “processed past due amount on the website” so I would not get charged twice. She also informed me that someone would have to be home the next day in order for us to turn it back on. I told her that we both work 45 minutes away from home and we could not take off at a drop of a hat. She said that someone would have to be there between 8 and 5. She said there was nothing she could do. I also asked her how they could shut my gas off when there was a processed payment showing on the website and she said her system was not showing it. I again asked her the same question and asked why their system was not connected to our online payment accounts and she could not answer my question. I became very angry at this point and hung up. I called back and spoke to a girl in training because I could hear someone whispering in the background, very unprofessional. I told this girl I would like my gas turned back on and that someone could be there at 5 p.m. This girl told me that last appt. available was 4 p.m. I told her that I was told 5 p.m. from the previous person. She checked with her co-worker and said it was 4 p.m. So my husband is now taking a half day off to have this turned back on. I asked this girl how they can shut off someone’s gas if their online account showing a processed payment for the following day. She said the same thing that their system was not showing that. I said “well I am looking at it right now.” I then asked her how come your system is not connected to the customer’s online accounts and she could not answer me. So I said to her, so our online account are a scam? We make payments on them or set up payments but you guys can’t see what we have done. She did not answer. Then she tells me I have to pay $300 deposit to get my gas turned back on so they will take the online processed past due payment as part of the deposit and bill me the rest. So now I paid $235.79, $162, plus $138 just because there shut off notice came late and they cannot see what we pay or setup as pending on our online accounts. I think this is total uncalled for. I emailed them asking for my $300 deposit to be returned because I felt like I should not have to pay this but they have not responded. I will be going to the newspapers as well with this and any other source I can find. I have a jpg file showing the processed past due payment on my online account which they supposed cannot see.
This complaint and/or review was posted on HolySmoke.org on 19:49 pm, February 25, 2019 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/liberty-utilities-review/.
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