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Frequently
Asked Questions |
1.
What are your hours?
Our
Customer Service Call Center is open from 8:00 AM to 5:00
PM Monday through Friday. To reach customer service call
(540) 777-4427. Our main lobby is open to serve walk-in
customers from 8:00 AM to 5:00 PM Monday through Friday.
Our
emergency service line is available 24 hours a day at
(540) 777-0623.
2.
Where is your office located?
Our
main office is located at 519 Kimball Ave. Roanoke VA.
Click
here for directions
3.
Where do I mail my payment?
Mail
payments to P.O. Box 70848, Charlotte, NC 28272-0848.
4.
Where do I send correspondence other than payments?
Mail
correspondence to P.O. Box 13007, Roanoke, VA 24030
5.
What are the hours of the service department?
Our
service department works from 7:30 AM to 3:30 PM Monday
through Friday. Please call our Customer Service Call
Center at (540) 777-4427 to schedule appliance service
work.
6.
I think I smell gas. What should I do?
Please
call (540) 777-0623 any time you think that you smell
gas. A customer service representative is always available
to take your call and advise you of safety procedures.
A qualified service technician will be dispatched to investigate
and assure your safety.
Click
here to see safety procedures
7.
How often is my meter read? Can I read my own meter?
Roanoke
Gas Co. makes every effort to read all meters on a monthly
basis. However, due to inclement weather, inaccessible
meters, billing cycle constraints and other unforeseen
circumstances, it may be necessary to estimate your monthly
usage. Estimated bills may be presented every other month
and are based on previous consumption and weather factors.
If you have a question or concern about your meter reading
or statement, please contact our Customer Service Call
Center.
Click
here to learn how to read your statement of service
Yes,
you may read meter.
Click
here to learn how to read your own meter
8.
What are your current rates?
Click
here to view current rates
9.
Where can I go to pay my gas bill? What are my payment options?
You
may pay your gas bill at our main office during office
hours or drop your payment in our night drop box. In addition,
you may make your payment at Valley Bank or Salem Bank
and Trust. Please remember that payments made at your
local bank may take up to ten business days to post to
your account. You may also make your payment at Fidelity
Express locations. Payments made at Fidelity Express locations
will be applied to your gas account within two business
days.
We
offer a number of bill payment options. You may mail your
payment to our payment processing center in the return
envelope enclosed with your statement. We also offer automatic
draft from your checking or savings account. We accept
MasterCard and Visa for credit card payments. Contact
our call center for more information on these options.
Click here to learn
about our Budget Billing Program
Click here to learn
about our Automatic Draft Program
10.
What do I do if I receive a termination notice?
Call
(540) 777-4427 as soon as possible to speak with a customer
service credit representative.
11.
Are there agencies that provide assistance to pay my gas
bill?
Yes,
there are various agencies in the Roanoke area, which
are able to provide assistance with payment of your utility
bills. Contact the agency for additional information on
their programs and requirements.
Click
here for a list of Agencies Providing Assistance
12.
Do you have a question?
Please
send your inquiries to our customer service center
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