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Paying bills can be headache enough. But for thousands of Washington Gas’ one million-plus regional customers, doing so has been an extra pain in the neck in recent weeks because of technical issues with the company’s online payment portal.
A Washington Gas spokesperson says as of yesterday, roughly 15,000 of its eService accounts had “remaining issues” that are stopping people from submitting digital payments. In some cases, the firm admits, residents have had their gas cut off.
“We continue to communicate with affected users to inform them of the issues, offer solutions for resolving billing issues, and to provide alternative ways to make payments,” the company said in a statement. “We are also keeping the consumer divisions of our regulatory agencies informed and responding to customer concerns as we receive them through these organizations. No late fees will be charged and we continue to offer payment plans to spread account balances over a manageable period of time for eService customers affected by this issue. In the very few cases in which service has inadvertently been suspended due to eService errors, we responded immediately to restore service.
The wave of technical glitches has been ongoing since at least last month, and customers started venting on social media:
The Washington Gas spokesperson says customers can pay their bills with debit or credit cards at 1-800-823-9200 or with check or credit card through an automated payment line at 703-750-7944 (there will be no transaction fees for payments). Customer service for Washington Gas can be reached at 703-750-1000, or by means of its Twitter and Facebook accounts.
“We are committed to delivering a better online experience and regret that we have fallen short for many of our customers,” the company adds.