Washington Gas E-Billing Issues Continue

Washington Gas customers continue having problems paying bills electronically.

Bob Tilman of Falls Church, Virginia, usually pays his bills using Washington Gas’ electronic billing system.

“I get an electronic bill every month and all I have to do is click on it and the bank sends the payment,” he said.

It worked seamlessly for years, he said, but he hasn’t received a gas bill since January.

When he heard a coworker complain about problems with the system, Tilman called Washington Gas.

“They admitted that they have had problems,” he said.

Customer service also told him he was delinquent and owed $416.

They didn’t disconnect Tilman, but that wasn’t the case for Amy Wollins of Rockville, Maryland. She paid her last paper bill in October and never received a bill after signing up for e-billing, she said.

She owed about $600, and Washington gas disconnected her.

“I paid all the months prior before they would hook me up,” she said. “The very next day, I got a call from a neighbor, and she was very upset -- the exact same story.”

Tilman and Wollins said they never received any notice from Washington Gas about its e-bill problems.

Washington Gas told NBC4 Responds it sent notification to affected users and offered alternative ways to make payments. It said errors in the migration of some existing customer profiles from the old to new e-service platform caused the problems.

Washington Gas said it's on track to resolve remaining issues this week. In the meantime, the company said it will not charge any late fees.

News4 previously reported Washington Gas customers not receiving e-bills in February. Tilman remembered that story, which is why he contacted NBC4 Responds.

“Gee, I would have thought this would have all been fixed by now,” he said.

Washington Gas asked NBC4 Responds to pass along its sincere apologies. The company said it has fallen short for its customers.

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