Your customer service needs some work! I have been having difficulty with our online access. It doesn’t recognize my password and I have to change it EVERY TIME I log in. I only have access to the amount owed by looking at the ebill which I have never received. This inability to access my account online has led to late payments, gas being disconnected and a constant headache when dealing with your so called customer service reps. I have emailed asking for help and get no response so I called. First, I spoke with a woman who informed me in a very condescending way that I did not have access to the account because it was in my husband’s name. I pay all of the bills, I am the one who opened the account in the first place and my name is always conncected to all of our other accounts. She kept repeating over and over again that I had 1 minute to produce the last 4 digits of my husband’s social security number or she would have to move on to other customers. I told her that I would need to get the information from my husband by texting him so it may take a couple of minutes. Acting as though I was unimportant to her, she was eager to dismiss me and move on to the next customer. She wanted me to call back. She wouldn’t wait just a couple of minutes until my husband could answer me. Being disconnected would mean going through the WHOLE automated thing which I was not willing to do since it had taken me FOREVER to speak with someone. While texting my husband on my cell phone to get his number, I thought I could make her hold on a little longer and go ahead and pay the bill. There had been a message left on my machine stating that we were past due... AGAIN! I told her the amount that was left on my answering machine and asked if that amount was correct. She would not tell me the amount I owed. She would not even acknowledge that the amount which I had told her was the correct amount!!! She kept repeating, “You will need the last four numbers of my husband’s social security before I can help you”!!! All I needed was a yes or no answer before I made the payment with my credit card over the phone and ended up paying the wrong amount and thus causing an additional $3.00 fee! She reset my password which took FOREVER to actually come up with a new password because I have run out of options since I have had to change it EVERY time I log on! Once finished with that, I asked to speak to a manager. She just told me, once again very rudely that I could speak with a supervisor but that he would do exactly what she had already done for me. I did not realize that they must train “customer Service Reps” how to be condescending! I then spoke with a “supervisor” who was much more condescending that the woman I spoke with earlier. He never had a solution for the issues I was having and was basically just there…I came up with my own solutions... I asked to receive paper bills and questioned if he thought that may be something that would help the situation. While he did manage to remove me from the ebill service which doesn’t seem to work, he acted as though he had absolutely no human quality. He was very non-emotional which in his mind must make him think he will be able to defuse the problem if he shows no human quality but in all reality, it caused my outrage to increase. He answered me as if I was an idiot! I am sure by looking at our account it may seem like we do not pay our bills but all of the late payments and the disconnection and reconnect have all been centered on the technology issues which there should be records. Now that we will be receiving paper bills again, there should not be a problem with a late payment again. With the way "customer service" treats your customers, it tells me that you are not concerned about losing customers. It seems as though you are in it for the money. The ebill doesn’t make it to you…you can’t access the online information…your service gets disconnected without so much as a phone call…. This causes me to take a day off to meet someone to reconnect my service…. Which cost a reconnection fee not to mention a payday. Priorities are WAY off! I think that you are aware that there are no other gas companies out there for us to take our business to and therefor you can treat your customers anyway you want! Well, that does not make a good name for your company and in all reality…we do not HAVE to use gas. We do not get treated this way from other utility companies which makes me reconsider going all electric. I realize that technical difficulties happen and that there are many things out of your control but when it comes to customer service that is something that should be within your control. We are the customers and while ” the customer is always right” may not always be true, there are ways that your customers should be treated regardless of the situation. Your company name is not in very high standing when it comes to customer service. You can Google alagasco complaints and there are MANY unsatisfied customers. This tells me that I am not the only one having issues like this. It might be a good idea to take a look at your customer service and see if the quality of help they are providing is something that will give your company the reputation your chief executives would like for it to have.
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