Washington Gas customers fume as website woes persist for 18K

WASHINGTON – Months after Washington Gas customers started having trouble paying their bills online, some 18,000 customers are still having issues.

It’s been a source of frustration for customers like Dan Haley.

“As the due dates approach, I get myself ready for what invariably ends up being a miserable experience,” Haley said.

After hearing from Haley and other frustrated customers, WTOP followed up with Washington Gas to get answers and workarounds. The utility company serves 1.1 million customers.

Online bill pay glitches

Jim Monroe with Washington Gas acknowledged that customers trying to use some online services have faced glitches. The problems stem from the deployment of a new online payment system in January.

“We recognize this has gone on too long for many of our customers,” Monroe said.

Washington Gas customer Jessica Wangner said in a Facebook post to WTOP that she received a letter that her service would be shut off after she missed a payment because her auto reminder email never came.

“Unfortunately that has happened,” Monroe said. “Our automated system has kicked out a few invoices as a result of that. … People will not have their service discontinued because of this issue.”

He encouraged customers to get in touch with the utility company if they get that notification.

Monroe said Washington Gas is testing a solution for automatic email notifications.

Auto pay problems

The other problem is auto pay. Some customers, like Katie Ley Kaine, have been unable to use the auto pay system and are getting email notifications that auto pay is suspended on their accounts after trying to pay a bill.

“I encourage folks, if they don’t want to go through customer service line because wait times are too long, please contact us on Facebook, on Twitter, and use the automated payment lines,” Monroe said.

To pay a bill with a credit or debit card over the phone, customers can call 800-823-9200; to pay by check, call 703-750-7944.

For those who prefer to pay online, Monroe said customers can successfully auto pay through their bank, rather than logging on to the Washington Gas system, for now.

Resetting passwords

Another problem is password reset, one Haley said he’s been struggling with for the better part of a year.

Washington Gas’ suggestions can be found in on its website:

  • ​To reset your password click on “forgot password”. New password must include 8-16 characters, one capital letter, one lowercase letter, one number and one symbol.
  • Access your account as an unregistered user by using the DON’T HAVE AN ONLINE PROFILE option next to the login box. Account number and address required

Neal Augenstein

Neal Augenstein has been a reporter at WTOP since 1997. Through the years, Neal has covered many of the crimes and trials that have gripped the region. Neal's been pleased to receive awards over the years for hard news, feature reporting, use of sound and sports.

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