For a utility company, the simple act of paying your bill online is almost insurmountable. First of all, if you have a username and password and you signed into their portal to set up your account, you cannot pay by credit card. They will only allow you to pay through your bank account using a username and password. Then, if you go onto their website and don't sign in to an account but just select 'pay your bill' and use a credit card they charge you a service fee. for using your credit card. A utility company! Then after you have entered all the information to make your payment, before you are allowed to get a receipt, you have to fill in another form and provide information which you've already provided including your name, address email and phone number. Only then, will they give you a receipt for your payment. The bottom line is they are making it very difficult to make a simple payment. They are also making it more expensive if you use your credit card. And they are making it confusing by having different rules if you have a 'portal' account sign from if you go to their site & choose the 'make a payment' option. I just spent 35 minutes on the phone with a customer service agent from Liberty. Just trying to make a payment and that's how long it took me. Worst experience from a utility company ever and I'm a senior citizen who's been paying utility bills for over 45 years. read more

HORRIBLE. IF YOU HAVE OPTIONS STEER CLEAR OF THIS COMPANY. National Grid is MUCH easier to work with and an ethical company. The commercial application process is a nightmare & very time consuming. I had service turned on for my business in 2021 after months of gathering the proper information for the application, service for electric with national grid was transferred to my name in one phone call. 2 years later I receive a note on my door that I need to contact Liberty to avoid service interruption. They need a whole new application from me, did the whole process over again and didn't hear anything further. Today I find out my gas was SHUT OFF!!! Contact liberty they still need tax documents & an automated payment form which I have email confirmation that they received in 2021!! read more

I just want to thank the two ladies who helped me today. I needed to change the name on 3 bill's that where in my mom's name to mine. There were so helpful and nice to talk to. Thank you ladies for making a difficult situation easy for me. read more

The fact that it is March, 2022 and they still claim to be closed due to covid speaks for itself. What place of business do you know is still closed due to the pandemic? They charge you no matter which way you make a payment unless mail it. You can go in to pay but they are closed, and they only accept cash lol. TERRIBLE!!! You would think they would make things convenient for the customers!! Oh, and if you log online and forget your log-in information, you'll get a pop-up with a number to call but it disappears in 2 seconds, and they close early so if you do this in the late hours you will not get anyone to assist you. I believe they purposely make it difficult to make payments to rob people with late fees. read more

So can someone explain to me how someone is told they have a gas leak but is told that no one will come out to repair it for 5 days because of the holidays?? This is what my mother was told when she was trying to have the has turned on in her new place. And when you try talking to someone at this deplorable company - you are told they don't have time to talk to you. One of the worst customer service experiences ever!! read more

I have to provide feedback about Liberty Utilities excessively high fee for using a credit card? $7.75. Even more if you pay over the phone $9.95. It is interesting that they put a disclaimer right next to this fee: "We do not profit from this." Say what? In reality they have worked out a fee structure with the vendor who processes the credit card payment. Their vendor pays them for each transaction. So, this statement is disingenuous. This puts a bad taste in the customer's mouth who depend on natural gas for their homes. A company who has no competition doing as it pleases to charge such a ridiculously high fee. This is even worse now when people are hurting financially. Why can't you find another vendor that provides a cheaper processing fee. Eversource only charges $3.75 read more

I wish I could give negative stars. This company is awful! Their customer service is garbage, their website is even worse. You can't even view your own bill online and when you pay online, you get charged an extra 4.00. I WISH I could go with National Grid for natural gas service. They send technicians out to your house at all hours of the night without any regard for your schedule. They had someone here after 10pm once turning on my gas. One star is too generous of a rating for them. read more

I pay on a budget every month to help me pay the very high bills in the winter months, I've been doing this for years and never had any problems until now! On my last bill of my budget plan I was hit with a adjustment fee of almost $600.00 Saying that it was an (budget end balance) Now all the months before i have been carrying a negative balance (meaning I have a credit to my favor) and as of the last month of the budget I had over $1,000.00 credit, meaning that all bills were paid in full because they still have a credit, I've asked for a reason and still can't under stand there answer, that it was the end of my budget plan money? How can that be if every bill that came in for the last 3 months said ( NO PAYMENT DO ) I have sent a e-mail again o have them explain before I go to my local TV station's Consumer Help Line to have them get to the bottom of this! Will re-post when I get a real answer. JW read more

I have been calling them for 5 days, 6 to 7 times per day, at random times throughout the day and EVERYTIME I get a recording saying that they hare experiencing high call volume and to call back. How am I supposed to contact these people?!?!?! read more

Disconnected my service in June and in August received a bill for $158. I called and was told I was responsible for it because although I did call them, they messed up and never put a vacant order on my account. The 2 supervisors Hope (from Londonderry) and Anna (from Salem) would not get on the phone with me to discuss so Ryan (who was very patient and I felt extremely bad that he was in the middle of all of this) was in charge of relaying what I said and what the supervisors said by putting me on hold 4 times to do so. Very frustrating. Not only could Hope and Anne not be bothered to speak to me but they left this poor guy hanging in the middle and did NOTHING to help. read more