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Residents are receiving unusually high bills from South Jersey Gas, Tuesday, March 10, 2015. (Lori M. Nichols | South Jersey Times)

(Lori M. Nichols | South Jersey Times)

Just as they do every month, Mark and Jeanine Donahue sat down together to do their bills this week, but when they opened their South Jersey Gas bill they were both flabbergasted by what they saw.

The Deptford Township family owed $1,505 by March 23, according to their bill, and then when they tried to call and find out why, they were told there was an eight-hour wait time to talk to customer service.

"To say I was blown away is an understatement," Mark Donahue said. "I don't know what they're doing. I don't know where they're coming up with this ridiculous math. It's ridiculous."

Jeanine actually cried, her husband said, and began looking up utility assistance programs.

"We had actually been decreasing our usage and doing everything you can think to do so your bill doesn't get outrageous," he added. "There's no explanation and they just expect you to pay it. We both are professionals. We both work. We make a decent living, but $1,505 in two weeks just isn't going to happen."

And the Donahues are not alone.

Dozens, if not hundreds, of customers have complained about their South Jersey Gas bill being exorbitantly higher than normal this month and when they try to call to figure out the problem they are hit with extremely long wait times.

The utility company's social media accounts have been inundated with customer complaints and the phone lines have had nonstop calls, causing the long hold times.

According to South Jersey Gas, the problem stems from estimated readings causing much higher bills.

"We are aware of this situation and in the process of reaching out to customers who were affected," Dan Lockwood, a spokesman for the company, said in an email.

The month of February was approximately 33 percent colder than average, Lockwood added, which could have caused gas usage to increase. About three percent of the company's customer base, or 12,000 customers have been affected by the estimates, according to Lockwood.

"We apologize to all those who were affected and we thank them for their patience," he added, saying a letter will be going out this week to arrange payment plans.

But for those dealing with the problem, payment plans and letters are not enough.

For some, actual meter readings will result in revised bills.

Alicia Gannon, of Wenonah, received a $1,200 gas bill Monday. After calling and waiting on hold for a very long time, she finally got someone at South Jersey Gas on the phone and sent them a photograph of her meter to find that her bill had been overestimated by $608.

"The woman was very helpful, but it's concerning. I wonder how many people have the same problem and just aren't following us," Gannon said. "I always keep an eye on everything, but I will keeping an extra close eye on my gas bill."

Rebecca Forand may be reached at rforand@southjerseymedia.com. Follow her on Twitter @RebeccaForand. Find the South Jersey Times on Facebook.