November 21, 2011 —Part-time Chicago resident Deanna Houston loves the Windy City, but spends much of her time each year living and working in Florida, as a recruiter for Universal Orlando.

Not wanting to tarnish a "perfect record" of paying her utility bills on time, Houston asked her gas utility, Peoples Gas, to forward future bills to her Sunshine State address. But four months later, she hadn't received any—just a letter threatening disconnection.

Shocked, Houston returned to Chicago and quickly paid $130 in overdue gas bills, mostly consisting of the flat monthly "Customer Charge" and other fees and taxes. Even though she paid them immediately, the damage was already done to her perfect record, denting her credit score and temporarily preventing her and her husband, David, from purchasing a car.

"No one acknowledged it could be a possibility that they made a mistake," said Houston, who made several calls to the utility to explain that the bills were mailed to the wrong address.

Then a friend suggested she call CUB. Houston was connected with CUB Consumer Rights Specialist Moraima Fuentes. She quickly received something she hadn't been able to find at the utility: an ear.

"It was the first time anyone listened," Houston said. "I cannot tell you how grateful I was."

Fuentes filed a complaint with the gas company on Houston's behalf, and was able to have the error removed from her record.

"Moraima was wonderful," said Houston, who was so grateful to CUB she called the consumer group and shed a few happy tears.

Since then, Houston has returned to Florida, and her Peoples Gas bill now arrives on time every month.