ComplaintsforSouthwest Gas Corporation
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Complaint Details
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Initial Complaint
03/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was on autowithdrawal from my credit union last year and have statements showing that southwest gas was withdrawing monthly payments all year. I received a billing in December from southwest gas several times for different amounts showing I had not paid in the last 6 months. I called and spoke to someone and explained my situation and they informed me that they had changed billing systems mid year and something had happened to my account. A supervisor would be contacting me about this. I received an email address from someone at southwest gas and sent them copies of my credit union statements showing the southwest withdrawals. I did not hear back from anyone. Then in January I again got billed with shutoff notice. I again contacted and explained situation and they had notes of my previous contact and they informed me a supervisor would be in contact and they would place our account on a no shutoff status. In February I received a shut off notice with amount of $269.86 due. Again I spoke to someone and informed them I did not want my credit score affected or my heat shut off and they suggested I pay it and I would be reimbursed or receive credit when this was resolved. I then scheduled a $231.25 payment on 2/17/22. I now have received notice in March that I have a payment of $81.42 due for two months and I have not heard from southwest gas on the payments I made last year and where they went to if they were not going to my southwest gas bill. I would appreciate assistance in resolving this issue. I even wrote a detailed letter to southwest gas and sent it to the three addresses I found on my billing statements of Tucson, AZ, Las Vegas, Nevada and Oakland, CA. Thank you for any assistance you can provide. I have attached copies of printed computer statements from my credit union account, an email address of where I sent them to southwest gas and I did receive a response back that they received them. A response letter from them and a copy of my last billInitial Complaint
02/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Hello. This month's gas bill increase has been astronomical. I cannot afford to pay it. I am low-income and we have been through a lot this month too. My wife's mother passed away and my son has surgery on the 28th. I have been a loyal Southwest Gas customer since purchasing my home in April of 1989 and have never been a problematic customer with any serious delinquencies or anything like that. Please...if there is any way you can apply a one-time courtesy/humanitarian credit to lower my bill. My account number is ************* Thank you.Initial Complaint
02/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In October I used a kiosk at Southwest Gas to pay my bill. I switched the last 2 numbers on my account and the credit went to that account. In November when i received my bill i realized MY mistake and I went down to the local office and it was closed to the public. I called SWG customer service and was told they would take care of it and not to pay the bill for 2 to 3 weeks so as to give them time to update and correct my bill. Now its 4 months later and 3 more phone calls to customer service and no resolution. The SWG website also has an EMAIL where you can send them a request for someone in the company to call you back within 5 to 7 days. I requested a call 6 weeks and 2 weeks ago---no calls yet. I was sure to let customer service that i have the money and do intend to pay my bill in full once they correct it. Now SWG is assessing late fees and threatening to shut off my service. To be clear, as a 65 year, I have never had an issue with SWG. If you call their customer service be prepared to be On Hold for a long time. All of their people have been very nice but what is the problem ?Initial Complaint
10/18/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have spent over six hours contacting Southwest Gas by their telephone system. It is a minimum 45 minute wait with each call. To date I have given them my information three times including phone number, address and requested service and have never been contacted. On my last call I asked for a supervisor. They will not give any additional contact phone numbers or any names or any way to record or log the call. There is no reference number. When I call back in no one is able to see that I have ever called before.. I have Contacted them through their web site And got a boiler plate response that basically says to go to the website or call the phone number. Totally useless. This is a company that has been given a monopoly and now has no responsibility to a consumer. I have no more time to spend trying to contact them. I don’t know what else to do.Initial Complaint
09/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In March 2021 I was past due a for a few months but managed to payoff the $211.00. I then was past due for a few months again. I was shocked at the amount due and started looking for discrepancies. I found out that the same day I made the $211.00 payment which gave me a zero balance, that they took it upon themselves to enroll me in an installment plan for $143,26. so now I owe that money that I did not need and did not ask for and have been charged extra each month to pay it off. I argued with a supervisor and he insisted that it was adjusted and that the balance is correct. I've done the math 3 times. I have a disconnect notice for 2 days from now for $205. I'm confident that I only owe $156. I didn't ask for or need assistance, I had a zero balance, I wasn't notified about installment plan and my Account number was changed. My calculations omitted the installment payments completely to get actual total due. Also my bill totals mailed, don't match my billing history totals on line.Initial Complaint
09/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been a customer of Southwest Gas here in ******, since March 2012 and they have always sent my bills to my mailing address and not the service address. On August 12, 2021 I noticed that I had not received a bill from Southwest Gas since January 2021. I called the number and the young man said that the billing system had the wrong mailing address and that he had corrected it and was sending out a bill that day. When I didn't get a bill by September 2, 2021, I went on line at the website and sent an email to contact us. They responded and said that they would contact me in 7 to 10 days. When I didn't get an answer or contact by September 15, 2021, I sent them another email. Again I got a email that they would contact me in 7 to 10 days. Today I get a email that I can go online and open an account to pay my bills. After 42 years in the service industry, I know that many companies are being hacked and so I never do any online banking.Business response
10/04/2021
Hi ****,
RE: ***** * ******* ******* ******* ** **********
Thank you for your inquiry. Our apologies for the delay in getting back to you.
The following is the information you requested regarding your account:( X ) Corrected Billing/Mailing Address: **** * **** ***** ****, *** ***, *** **7, ******, ** *****
And we have sent the request for processing of your most recent Billing Statement to be mailed to the mailing address. You should receive the Duplicate Billing Statement within 2-3 Business Days. We apologize for any inconvenience.
If you haven’t already, don’t forget to register for MyAccount at https://myaccount.swgas.com
. There, you can enroll in paperless billing, make automatic payments, track your billing, gas usage and payment history, easily update your account information and manage your notification preferences.
At Southwest Gas, we value your business and look forward to continuing to provide you with the comfort and convenience of natural gas.Customer Solutions Department
Customer response
10/09/2021
In regards to complaint #15895864
This is to let you know that Southwest Gas sent me a bill today for $ 132.67. This is the first bill they have mailed out since January. When I called them on August 12, they told me that I would get a bill the next day. Never got one. Last Monday, they sent me a email saying that I would get it in a couple of day.
After 9 months they figured out how to mail out bills again. I hope they learned how to test new software versions before they put it into the active computers. That way they would have problems like not being able to send out bills for 9 months. It is goo that I only have a cook top and a dryer that uses gas. With service like this, I may have to change these items to electric in the future.
I was so happy to get the bill that I wrote a check # **** while I was in the UPS Store and but it in the mail back to Southwest Gas. They should have it by Monday October 11, 2021.
Thank you
Have a wonderful weekend
**** *********
Initial Complaint
08/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I cancelled my service with SW Gas end of may bc my new house doesn’t need gas. I had a credit bal on my account of $120. Since June (now going on 4 months in September) I haven’t received my refund check/ they say they sent it but I don’t think it takes 4 months to get my refund. I spoke with a sup named crystal who never got back to me. I tried to see if they can over night me a check and they refuse. I cal ever week and always get the run aroundInitial Complaint
08/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Southwest Gas Corp is sending me mail addressed to someone named ******* ** **********. This person does live at this address. I own this house. This person has an extensive criminal history and is apparently using my address without my permission. Please do not allow this person to fictitiously use my address
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Customer Complaints Summary
18 total complaints in the last 3 years.
7 complaints closed in the last 12 months.