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Washington Gas customers report delayed customer service response

The company is battling to improve wait times as long as 45 minutes, while some say they can't get through at all.

WASHINGTON — Washington Gas is admitting to delays in handling customer service calls as an avalanche of bitter complaints are being posted on the company's Facebook page. 

Joanne Jackson, of Lexington Park Maryland, is among the customers saying they have been unable to get through to a customer service agent despite days of trying.

In Jackson's case, she is moving to a new home this weekend and needed to update her account for the new address.

Jackson assumed there was no gas service and feared she would be moving into a home with no heat. But after inquiries from WUSA9, Washington Gas determined the gas service was turned on.

Jackson was relieved but pointed out that the situation could have been avoided had she been able to contact Washington Gas customer service during the five days she said she had been working on the issue.

"My lease is up, so we have to [move,]" Jackson said. "Who can live in this weather with no heat?" 

Washington Gas spokesman Brian Edwards said the company was eager to resolve the situation for Jackson and other customers who have taken to Facebook to complain.

Washington Gas’ Facebook page is flooded with similar complaints and scorching criticism.

“I moved into my place 14 days ago and they still haven’t turned on my gas”, wrote one customer.

“We need help. We are freezing and have no warm water. What is wrong with this company?” wrote another.

Edwards said the company has reached out to the customers complaining on Facebook to try and resolve their cases as well. He said Washington Gas is grappling with a slowdown at the Virginia-based contractor that handles customer service for the utility.

"We recognize that we're not meeting our customers’ expectations right now," Edwards said.

He reported the customers are averaging wait times of 30 to 45 minutes to get through to the customer service call center.

"Certainly COVID-19 has impacted us like other businesses, but we're not using that as an excuse,”  Edwards said. "It's a combination of increased calls and staffing challenges, and that combination isn't a good mix. We're working to implement a virtual hold platform so that customers can get a callback and not have to sit on the phone. We expect to have that operational probably in about a month or so."

Edwards said customers with access to a computer should attempt to contact the company via its online customer self-service portal, which he said is functioning well.

Jackson, however, disputes that claim. 

“I put my address in on their website in the exact format that they asked for, and they say my address doesn't exist," Jackson said. "So the website isn't even working, and I know the addresses is good because I've been there!"

Washington Gas says emergency calls about safety concerns are not affected by the customer service phone issues.

A larger number of customers are dealing with billing and financial issues which is increasing pressure on customer service workers and contributing to long wait times, according to Edwards.

As of October 2020, there are approximately 80,000 past due accounts that are more than three months behind, which is a 28% increase compared to the same time last year, according to a Washington Gas statement.

Customers who are struggling with financial issues have a dedicated web portal called Washington Gas Cares that customers should use to access payment plans and other relief, Edwards said.

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