Acct no 444308*-4451638 - Refund issue I am literally shaking with anger as I write this, my interaction with your staff was truly a Kafkaesque experience. Basically I asked for my autopay function to be suspended temporarily as I was in a payment arrangement for a previous bill, and could not afford to have large sums deducted from my account simultaneously given my overall monthly commitments. I had done this on previous occasions with no difficulty, and this time when I called on April 8th, I was assured the autopay was indeed suspended for another month. This afternoon, April 14th, looking at my bank balance I realize that the worst has happened - the autopay was not suspended, a significant sum was deducted from my account. GNG now owes me a credit, however, as I had feared, I am now in serious difficulty paying immediate incoming bills, all due to your error. Of course, your well trained operatives explained to me that it was all really my fault, since she claimed that I had called too late to stop the autopay process. One minor fact that the person I was speaking to at the time conveniently neglected to tell me. Had she done so then I would have been able to make some kind of arrangements and not be faced with this current crisis. Ultimately I ended up in a most dissatisfying interaction with one of your Supervisors, Taliyah, ID 2616875, who informed me in very calm dulcet tones (clearly this is how they are trained to speak to us, especially when delivering ugly news), that despite this being totally an error on the part of GNG, according to your policy, I would have to wait 15 days to then make a claim for the refund, and then another 15 days before the monies were returned - yes an ENTIRE MONTH. And who knows, you might even take my next gas bill out of that money, eh .... at this point anything is possible ... That is utterly unacceptable and egregious. If I owed GNG money, you would move heaven and earth to retrieve it, subject me to the most uncomfortable behavior, cut my service, etc. Yet when it's the other way around, and GNG owes me funds you engage in well defined levels of delay and obstruction. And don't try to pin this on your staff, they are mere cogs in the wheel, doomed to enforcing ultimately disastrous, outdated business policies that have no place in a modern world. This is 2018, not 1918, not 1818, yet your organisation is incapable of responding to an obvious error with speed and efficiency. No wonder you have such *** poor customer service ratings. Don't waste time responding to me if the purpose is to continuously reinforce why this is all really my fault. I don't know what customer service course told you people that is an effective way of maintaining good customer relations. I want someone to refund me my money next week. In the great scheme of things this is not a large sum, but it makes a significant difference when you have a limited income and bills to pay. Let me hear what you have to say now.