Complaints

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into my house last year in Oct. 2021 and became a customer of ********************************************* as they are our only option for natural gas and that is how our house is set up. After I was suppose to be set up on an automatic withdrawal system to pay for my fuel bills, a glitch in there computer system never processed any of the bills and so I began accruing debt. After some months I noticed it and contacted Great Plains multiple times to find a way to work with me and hold themselves accountable for their mishap. Ive spoken to other consumers who have dealt with the same problems. Now they refuse to turn my gas back on until the balance I owe is paid in full instead of working with me on a payment plan. Theyve left me with no options and no heat as winter approaches and they have a cornered market that doesnt allow me to use a different company. I hope you guys can help me right this as it should not be allowed to happen to anyone, especially families with kids. This company is immorally ran and truly only cares about money and not the people.

  Business response

  12/09/2022

  In October 2021, customer did sign up for automatic payment on his account when service was established.  However, at that time the routing number provided was not a recognized routing number in the Companys billing system.  The request was flagged internally for further review.  Unfortunately that internal review was missed.  When the customer connected with ********************************************* a few months later regarding his account, the Company  advised the customer about the missed review on the routing number and worked with the customer to set up a payment plan for the past due balance on the account, removed the late fee charges and advised the customer that autopay could be set up after the past due balance was paid.  In March 2022, the Company connected with customer and discussed again why his account had not been set up on autopay.  Customer requested autopay, however customer was advised that the ********************* auto payment is not set up to pull payment plan installments and instead will pull the current balance of an account.  Customer stated they were unable to make that large of a payment at that time.  Payments were not made on the account and service was disconnected due to nonpayment.  Since the customer submitted their complaint to the ********************, payment has been made on the account and the customers service has been restored.  Customer is now enrolled on autopay.   

   

  Thank you,

   

  *****************************

  Regulatory Liaison

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