Customers have an obligation to pay for gas used. When payment becomes past due, a written disconnect notice will be mailed at least 10 days prior to the date of disconnection.
Serious illness/physical disabilities
If termination of gas service would cause someone at your home to become seriously ill or to become more seriously ill, the following steps must be taken to avoid termination of service:
- The licensed physician* must call us within 16 days of the bill’s issue date.
- The licensed physician* must send written documentation of the medical necessity to us within 26 days of bill’s issue date.
- After the first two steps are fulfilled, the Customer must sign a deferred payment agreement.
*A new physician statement must be provided for each instance a delay is requested.
Service may be terminated after notice for the following reasons
- Failure to pay bill or to make payment arrangements prior to the date of disconnection.
- Failure to comply with the terms of a payment agreement.
- Failure to comply with the terms of an installment plan on a delinquent account.
- Violation of rules on using service in a manner that interferes with the service of others (if reasonable attempt has been made to notify the Customer and he/ she has reasonable opportunity to remedy the situation).
- Violation of the rules on using service by the operation of nonstandard equipment (if reasonable attempt has been made to notify the Customer and he/she has reasonable opportunity to remedy the situation).
- Failure to comply with deposit or guaranty requirements.
- Failure to make proper application for service in the true Customer name.
- Failure to comply with permit or restriction requirements set forth by the applicable governmental authority.
- Using gas in violation of any law, ordinance, or regulation.
- In the event our representatives are refused access to the premises to read meters or service or repair lines or other equipment.
- In the event you vacate the premises.
Service may be terminated without notice for the following reasons
- Tampering with, damaging or bypassing the company’s meter or equipment, or other instances of diversion or theft of service. This is both illegal and extremely dangerous. And you could face possible prosecution by the District Attorney’s Office.
- Existence of a known dangerous condition. Service will not be reconnected so long as the condition exists.
- Fraudulent misrepresentation in relation to consumption of gas or any other fraud practiced with regard to matters referenced in our service rules or in a contract with us.
Service may be refused for the following reasons
- Existence of facilities that are hazardous, interfere with the service of others, or are otherwise inadequate.
- Use of prohibited equipment or attachments.
- Change of Customer identity to avoid/evade payment of bill; intent to deceive.
- Existing indebtedness to CoServ Gas.
- Refusal to comply with deposit and guaranty requirements.
To reconnect gas service, the full balance, security deposit, and reconnect fee will be required. If payment confirmation is received before 11:30 a.m., an appointment can be scheduled for the morning of the next business day. If payment confirmation is received between 11:30 a.m. and 3 p.m., an appointment can be scheduled for the afternoon of the next business day. Payment confirmation received after 3 p.m. will result in an appointment being scheduled for the second business day.
Tampering, bypassing or connection of service by an unauthorized person will involve additional charges including, but not limited to, a deposit equal to one-sixth your annual bill.
Steps to prevent termination of service
In order to avoid termination of service, the Customer must pay all outstanding balances due, or if unable to pay the full amount of the bill, must sign a deferred payment agreement to pay the outstanding balance in installments. The Customer must continue to pay subsequent bills on time. If service is due to be terminated for any reason other than past due payment, the termination will be reversed when the reason for termination has been corrected. This does not apply in cases involving theft/fraud.
Service reconnection after termination
Service may be reconnected after termination if all outstanding balances due are paid. If service has been terminated for any reason other than past due payment, the termination will be reversed when the reason for termination has been corrected. (These terms do not apply in cases of theft/fraud.) Reconnection of service requires an appointment.
In the event of a billing dispute, please contact Customer Care at (940) 321-7800 or e-mail email@example.com. We will attempt to resolve the dispute, but if it cannot be resolved by telephone, you must provide CoServ Gas with written notice of your dispute prior to the date the bill becomes due/payable. Please include your reasons for dispute. CoServ Gas will investigate and report its findings to you. Gas service will not be disconnected while the bill is in dispute or for 60 days after the bill is issued, whichever period is shorter. However, until the dispute is resolved, you may be required to pay an average bill amount in lieu of the disputed portion and to pay all subsequent billings. If you are dissatisfied with the review, you may appeal to the municipality in which you live.
Registering a complaint with the proper regulatory authority
Should you register a complaint with CoServ Gas that is not handled to your satisfaction, you may request a review by your local city government. If you live outside the city limits, contact the Railroad Commission of Texas: Attention: Gas Services Division, PO Box 12967, Austin, TX 78711-2967; by phone, (512) 463-7164; or by email, GasComplaints@rrc.texas.gov.