Southwest Gas review: A reasonable payment plan that I can afford should be easy to accommodate.

Hello, my name is Tiffany Williams. I am disabled, I live alone, and I live paycheck to paycheck barely making ends meet. I have been fortunate enough to qualify and receive energy assistance through the State of Nevada for the last three years, and I chose the option to have this assistance split between my power and gas bills. I have not received a bill, made a payment, or been notified by Southwest gas in any way that no payments have been posted to my account in over two years. I received a letter in the mail on February 14th, 2025, saying that my account was reviewed and if I wanted to avoid late charges or another security deposit, I needed to make a payment. I tried to file an email complaint but was unable to use my address, the form-filled addresses that are acceptable to your company only go to apartment 510, and I live in 603. When I spoke to customer service, they advised me that I was enrolled in paperless billing, and I was notified monthly that I owed money on my account. I haven't had access to that email in over three years. Is it the policy of Southwest Gas to let accounts accumulate for years before notifying destitute customers, with threatening correspondence, that in no way reveals dollar amounts? I thought because I hadn't heard from you that my energy assistance had covered my bill with you monthly, but I have been informed that I owe a lot of money and the best that can be done is you can break down my balance into six payments. So, I have a large bill that has accumulated for years without my knowledge, and now I am supposed to pay it off in six installments. I have never owed money and continued to accumulate charges monthly with another company and have not received a bill with the breakdown of what I owe, and the stop date when services will no longer be provided, within the first three months. This is crazy to me, I am destitute, and it seems like it absolutely doesn't matter that you dropped the ball, and I am just supposed to smile and be grateful that you are willing to take my 24-month accumulation of charges and break it up into 6 installments. A notification that I owed anything would have been nice; I wouldn't have let it get this far behind. I am requesting that my overpayment be broken down into 12 payments, this is half of the time it took to accumulate, and I don't think it's unreasonable.