EL PASO, TEXAS (KFOX14/CBS4) — El Paso residents who say their natural gas bills spiked this month — in some cases nearly doubling — are pressing Texas Gas Service for answers as questions remain about what changed and how customers were notified.

After customers reported bills that were much higher than expected, a comparison of one El Paso customer’s February bill from last year to this year found gas usage was similar, but the total cost was significantly higher.

The largest change appeared in the delivery charge.

Texas Gas Service was asked what the new “rate design update” is, whether it stemmed from the rate increase approved Feb. 5, why some customers are seeing increases far above the estimated $3 to $11 per month previously communicated, and whether customers were notified in advance about the billing changes.

In a statement, the company said several factors happened at once.

It said a new billing structure took effect that shifts more of the bill to the amount of gas used, and that change is reflected in the delivery charge.

The company also cited colder temperatures during Winter Storm Fern increasing demand, and said the market price of natural gas spiked for a short period, nearly doubling.

Texas Gas Service added that even in a warmer-than-normal winter overall, heating needs can still drive higher usage.

Destiny Venecia reports on El Paso residents seek answers after natural gas bills spike, some nearly doubling (Credit: KFOX14)

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However, the company did not directly answer whether the billing structure change was part of the Feb. 5 rate case or why some customers report increases well above the estimated monthly impact.

A question about customer notification was also sent, and further clarification is still pending.

The Texas Railroad Commission, which regulates natural gas utilities, said rate changes must be reviewed and approved, and utilities must provide public notice before new rates take effect.

When asked whether the billing structure change falls under those notice requirements, the agency pointed to its frequently asked questions page.

Texas Gas Service said customers can enroll in an average payment plan to spread costs more evenly throughout the year and encouraged anyone with questions to call.

Points of contact for the Railroad Commission of Texas, who are elected officials:

Chairman Jim Wright

Aaron Krejci, Director of Public Affairs

Aaron.Krejci@rrc.texas.gov | 512-463-7144

or

Christopher Hotchkiss, Chief of Staff & Legal Counsel

Christopher.Hotchkiss@rrc.texas.gov | 512-463-7147

Commissioner Christi Craddick

Cammy Jones

Cammy.Jones@rrc.texas.gov | 512-463-7141

Commissioner Wayne Christian

Jeremy Hagen

jeremy.hagen@rrc.texas.gov | 512-463-7131

or

Wayne Christian

wayne.christian@rrc.texas.gov | 512-463-7131

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