Lutz woman wins battle with gas company, receives $9K refund

Better Call Behnken

LUTZ, Fla. (WFLA) – Malka Isaak finally feels vindicated and no longer has to worry about getting her $9,000 back after her gas company mistakenly deducted the eye-popping amount from her bank account.

She has now received every penny of her $9,075.78 back, after Better Call Behnken got involved.

“It happened so fast after you got involved,” Isaac said. “I’m so glad I called you.”

The refund was sent in overnight mail – plus the company decided to give Isaak free gas for the next six months.

Issak has been paying her AmeriGas payments through automatic deduction from her bank account for the past 15 years. Her monthly statements show she typically pays between $12 and a couple hundred dollars during the winter months. She couldn’t believe the large amount was deducted, and she couldn’t get the money back.

“I could not think of any logical explanation,” Isaak said. “I knew that I definitely didn’t use that much gas.”

Isaak says a customer service representative speculated that her meter hadn’t been read in a while and the company was catching up or that she had a leak earlier in the year. That didn’t make sense to Issak, so she asked to speak with a manager.

When no one called her back, she called Better Call Behnken.

A spokeswoman for the corporate AmeriGas office said she would look into the situation. She called back hours later to say Isaak will receive a full refund and that a technician would be at her house to find out what went wrong and make sure her meter is functioning properly.

“I’m sorry she had to go through this,” said Justine Staub, a spokeswoman for AmeriGas. “They are going to check where the error occurred.”

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