ComplaintsforTeco Peoples Gas

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not not liable for this debt with Teco Peoples Gas. I do not have a contract with ************************** Teco Peoples Gas they did not provide me with the original contract as i requested

  Business response

  11/17/2023

  We have attempted to reach out to *********************** several times via telephone and email but have been unsuccessful. In the messages we have asked for a return call to address her concern.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The electric has been my mom and dad’s name for years. We had two different debit cards connected in March. They ended up charging my credit card both bills. I didn’t realize it until June that they were charging me for theirs. Then my electric bill went from 550 budget billing to 1151 per month I went to buy out of the budget billing and now it’s $5400, I’ve checked the amperage my house is drawing and compared to the readings. Something is not adding up I think for them to let a residential house go to this high is kind of neglect on their part on budget billing that I owe $5400 all at one time , I’ve sat on hold for two hours trying to get a hold of them. I have spoke to a couple people that could not make sense of it. I just wish that I could sit down and them show me the numbers but you can’t get a hold of nobody half the time .

  Business response

  10/02/2023

  *** **** and I have spoken about the consumption his home is using. I provided the daily reading to him since he had a new AC installed. ***** ******** ** will be conducting an energy audit on 10/04/23 to see if there is a certain equipment issue. The meter tested correctly. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer with the company since 2020. I had a past due balance that was paid on 11/7/2022 at 9:03AM, an email was also sent to the company at the same time informing that the past due balance was paid. I received an email from their company advising they received my email and would respond in 3 business days. I then attempted to call and the wait time was over 30 mins and I got disconnected while on hold. In the meantime, they disconnected my gas at 9:27 (per their customer service rep). They disconnected my service after the payment was received. I then called back in and got customer service who told me they could reconnected today for $130.00 reconnection fee. After telling the customer service rep I would not pay that fee as they had their payment prior to disconnections, I was transferred to *** (manager). She advised she would waive the fee but she couldn't send anyone out today to reconnect the service. The oncall supervisor *****, also advised the same as they don't have the manpower to do so. ALL OF THIS AFTER THIS COMPANY RECEIVED THEIR PAYMENT!!! I was advised they could make sure gas would be on by noon on 11/8/2022. That is over 24 hours without access to a service that I paid for. That was paid before they disconnected my service. They take no accountability in the mistake, and now I am without gas for the next 24 hours. I am not able to cook in my house, wash clothes or take a hot shower for my children of myself. This is absolutely wrong doing on Teco Peoples Gas company. And they see no wrong, and offered no type of resolution to fix the error on their part. My online account portal even shows that the gas service as my house is "active" and not "disconnected" as well as no notice was left or any contact from the company prior to disconnection. I have attached the screenshot showing my service active today.

  Business response

  11/17/2022

  I spoke with Ms. ****** regarding the disconnection of her gas service on 11/07/22.  I explained I had reviewed several calls and compared the payment time to the service disconnection time. Due to some missed opportunities by the representatives, I agreed to remove the reconnection fee. Unfortunately, PGS was unable to complete a same day restore however service was reconnected the following business day. I advised the representatives were provided feedback to avoid future conflicts.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As of September 17 I paid TECO $166 for electric bill as of today October 12, 2022 I Has been billed by TECO $375 with a late fee from the previous month. The money was taken out of my account on September 17 from TECO yet I am billed for the previously paid for month. I’d like my 166$ back into my account and an explanation for card decline. This company is constantly screwing my family over. TECO is not taking any phone calls at the moment not replying to any of my emails and they are rejecting my card online even though I have plenty of money in the bank.

  Business response

  10/21/2022

  I have attempted to contact Ms. ********* via telephone and email; however, I have been unsuccessful.  Researching the account, a payment attempt was made in September via *****, which is a third-party vendor used to process credit card payments for Tampa Electric Company (TEC).  The payment was not completely processed in the ***** payment system. The unpaid amount carried over to the following month’s invoice. TEC received a payment for both September and October’s invoice processed through the ***** Payment system on 10/12/22 for the full amount. Currently, the account has no outstanding balance.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Teco no longer grantes access to visitors from out of country. I do own a holiday home and I'd like to see and check my invoice before I pay it, but I cannot login to their website from my country. So I asked them for help. They confirmed that they can whitelist my IP address, but they never do. Whenever I check again, they ask me for my SSN or passport or IP address, again and again. I already gave them all my data but still, after 15 mails!!!, there is no way for me to get into my account. They do not care at all what help their customers need but only some service answers that never reads what has been communicated before. I guess, they will only take my money and never ever give me the right to log in again.There is no place I can complain too, as it is only a call center answering.

  Business response

  10/05/2022

  I have been unsuccessful in speaking with the customer concerning not receiving their monthly invoice via TEC portal/email. I checked with TEC IT department, and they were able to update the customer’s IP access. I text the customer of the update and that they should be able to access their account.

  Customer response

  10/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I still cannot go to the website, the IP is still not white labeled. Instead someone from Teco wrote to me again (another call center agent that has no clue) and told me she could not call me. As she had a complete wrong number, this is no surprise. They are still not aware that I am out of country and therefore their website can only be reached if they allow my IP address to get there - but they never do! I would be afraid of calling because then I would get in contact with just one more call center agent that would for sure not know what to do again - if they do not (want to) understand the situation in writing, they would never in talking, this is for sure. All I need is the IP address in their files - but I am giving up hope as it looks as the recipients of my mails never really read them. What a customer service. 

  Regards,

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

  Business response

  10/18/2022

  I wanted to provide you an update as to the status of correcting the IP address. I have spoken with our IT Security department and they advised me of some technical challenges that has continued the freeze on making changes. Also, on the original request the IP address we had was ************* not ************. The account will be billing within the next day or two, so I will copy the invoice and email it to you for your records.
  
  I will do my best to get this resolved as quickly as possible. Again, I apologize for the inconvenience.
  

  Customer response

  10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Actually they told me that they are still working on my issue, but as a matter of fact it is already solved as now I am able to login again. Thank you very much to Teco Gas for that solution!

  Regards,

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

   

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’m trying to settle this issue with the collection agency that Teco has contracted to collect the debt. Back on May 13 I paid an outstanding balance of $77.63 to online information services on behalf of Teco. They never sent me a receipt of payment nor did they bother to send it to my address which they have. I have tried to dispute this item listed on my credit report several times as being paid but it keeps being denied and being reported as unpaid an online services refuses to fix the issue. This has caused me a lot of hardship I would hate to have to hire an attorney for something that should be resolved, considering I had already paid this debt to your company.

  Business response

  06/02/2022

  I spoke with Ms. ******* concerning the removal of debt from Tampa Electric Company (TEC), seen on her credit report.  TEC has sent the removal request to Online Collections for the paid debt of $77.63.  Ms. ******* has been advised a removal of debt can take up to 90 days to be fully removed from a credit report.  Ms. ******* has been provided a Zero Balance document, provided by TEC Credit and Collections department.  Ms. ******* has my direct contact information if any further assistance is needed.

  Customer response

  06/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i called TECO in October 2021 to cut the trees brushing against the wire going from the house to the road. spoke with ****** who said they closed the request without even coming to evaluate the wire. they ignored my request completely.

  Business response

  03/04/2022

  Tampa Electric Company (TEC) spoke with the customer to discuss her concerns. TEC Line Clearance department inspected the area and advised the customer there are some tree limbs slightly touching the service line. A work request service order has been created to address this issue as well as a secondary stub pole. The customer was advised TEC will complete the work in the next few weeks, weather permitting. Ms. ****** stated she is satisfied with this course of action.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩