Missouri Gas Energy

On Thursday afternoon, 3.19.15, the customer requested gas service Also on 3.19.15, service at the same premise was shut off for non-payment Based on the same day shut off and customer's new customer status, MGE advised customer it would conduct a utility check prior to scheduling her turn on of serviceThe utility check is used to verify if customer benefitted from use of gas at the premise under the account shut off for non-payment The customer was advised the check could take three business days On Friday, and Monday 3.23.15, the customer called MGE regarding the utility check status Also on 3.23.15, the customer's landlord called MGE and confirmed her lease of the property and start date On 3.23.15, based on information provided by the customer's landlord, she was cleared for a turn on of service On 3.24.15, MGE turned on the customer's service The utility check and the customer's turn on of service were completed within the quoted time frame

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

On 11.10.15, Missouri Gas Energy received your complaint
filed with the Revdex.com regarding issues with MGE customer
service.  
Please know that MGE values you as a natural gas customer
and takes your concerns very seriously. 
Your issue and MGE’s response...

are as follows:
Your MGE account indicates your November budget payment was
deducted twice from your bank account. 
You have been emailing MGE attempting to resolve this concern, but have
not received a response.      
RESOLUTION:  On 11.10.15,
I called you and apologized for a) the double deduction from your bank account,
and b) MGE not responding to your emails requesting resolution of the issue.  On 11.11.15, MGE issued you a refund check
for the second deduction from your bank account.  I have changed the bill preference on your
account to paper.
MGE recently upgraded our technology to better serve our
customers and these changes have led to an increased volume of calls and emails
to our call center, causing extended wait times and delayed responses.  We are actively working to remedy these issues. 
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

On 10.30.15, Missouri Gas Energy received your complaint
filed with the Revdex.com regarding an issue with MGE billing and customer
service.  
Please know that MGE values you as a natural gas customer
and takes your concerns very seriously. 
Your issue and...

MGE’s response are as follows:
You requested your gas service at a prior address be shut
off on 4.25.15.  You received a 10.26.15 MGE
Bill for service at your new address with a transferred debt from the account
on which you had requested the 04.25.15 service shut.    
RESOLUTION:    MGE has
credited your account with charges for service from 4.23.15 – 6.22.15, the
actual shut off date of your service. 
MGE has also credited you with the visit (collection) fee and a late
fee.  MGE explained to you that a larger
credit on your account is not warranted as the majority of the transferred
balance was for charges accrued prior to your requested April 2015 shut off
date.  This includes an underpayment in
your budget bill settlement balance due to the budget bill amount charged being
less than actual winter months’ charges.
MGE emailed you your current bill, reflecting above credits
plus a credit for the deposit plus interest MGE was holding on your
account.  MGE quoted you a minimum down
payment under the Cold Weather Rule Payment Arrangement to enter into a plan
under which you can pay down the existing balance on your account, plus pay your
monthly budget plan amounts.
MGE requested a return call from you to discuss the above
credits and the Cold Weather Rule Payment Arrangement offered.
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

On 4.2.15, Customer requested gas service.  MGE advised Customer that since another individual currently had active service at that premise, with a delinquent account and a pending disconnection for non-payment, MGE would need to perform a utility check prior to starting service in his...

name.  MGE advised Customer the utility check would take three to five business days.  The check is needed to verify that Customer had not received benefit of use of the service on the current active account.  Tariff Sheet R-19 3.02 Denial of Service (1) (G). Failure of a previous owner or occupant of the premises to pay delinquent utility charges where the previous owner or occupant remains an occupant).  On 4.6.15, MGE mailed the account holder at the premise a Disconnect Notice.  On 4.6.15 (within the three to five business day quoted wait period) MGE called Customer to schedule service in his name as he was cleared for service by the utility check.  MGE called Customer three times and received a busy signal each time.  On 4.7.15, MGE again tried to call Customer to schedule service and received a busy signal.  On 4.9.15, MGE sent an automated collection call to the account holder. On 4.10.15, MGE mailed the account holder a Final (96 Hour) Disconnect Notice for a shut off window starting 4.20.15.  On 4.21.15, MGE shut off service at the premise for non-payment by the account holder.  On 4.22.15, MGE received a call from a woman inquiring why service at the premise had been disconnected.  She was advised Customer needs to call MGE to schedule service.  On 4.22.15, Customer called MGE concerned that his service had not been connected.  RESOLUTION:   On 4.22.15, MGE told Customer it had tried repeatedly on 4.6.15 and 4.7.15 to reach him by telephone to schedule his service but received a busy signal.  MGE confirmed with Customer that it was calling the correct phone number.  On 4.22.15, MGE turned on service at the premise in Customer's name.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  The mistake was the part of Missouri Gas Energy and not my mistake. I haven't done business with Missouri Gas Enery for over 10 + years.  There letter makes it appear that I paid the bill to settle this matter when that is not the case.  Also, they have not addressed to the collection agency that the mistake was not mine but Missouri Gas Energy and no action should be taken to any credit reporting agencies.   Missouri Gas Energy and [redacted] act like because I had a mailing address the same as [redacted] that I am the owner of [redacted] and that is not the case.  They have accepted no resposibility for there mistake and reporting me as a bad pay to the credit bureau.
Regards,
[redacted]

On 8.26.15, MGE received your complaint filed with the
Revdex.com disputing the $Fixed Monthly Charge (FMC) on your
Missouri Gas Energy (MGE) bill dated 8.20.15.
Please know that MGE values you as a natural gas customer
and takes your concerns very seriously.
Your issue and MGE's response are as follows:
You stated in your complaint that your MGE gas bill has
never been more than $during the summer.
Further, you stated that your MGE bill had never included a $FMC
until your bill dated 8.20.15. You
believe the FMC was added to your bill by MGE to compensate for your lower gas
usage in the summer.
RESOLUTION: As you are not named as a party on the MGE account
identified in the complaint, MGE left you a message requesting that the account
holder contact MGE regarding your complaint.
MGE does not discuss account information with other than the account
holder(s) or those authorized by them. The
account holder did contact MGE to discuss the complaint. MGE explained that per its Tariff Sheet No
Residential Gas Service its monthly bill includes a FMC of $23.00. The FMC is to cover costs associated with
delivering natural gas and includes such items as bill processing, service line
maintenance, meter reading, facilities, equipment, personnel, etc. MGE mailed the account holder copies of her
bills since start of service (– 8.17.15). In the first bill (less than one month) the
FMC was prorated to $12.27. The FMC on
the two subsequent bills was $each month.
Although MGE cannot share with you account information for the prior
occupant of the premise, MGE can advise you the average bill for the period
– is $and all bills included the $FMC (Note FMC was
$prior to 10.1.14).
Thank you for sharing your concerns with us
Community Services Department
Laclede Gas/Missouri Gas Energy

On 02.01.16, Missouri Gas Energy received your complaint
filed with the Revdex.com regarding issues with MGE service.  
Please know that MGE values you as a natural gas customer
and takes your concerns very seriously. 
Your issue and MGE’s response are as...

follows:
Issue:
·        
In December, 2015, an MGE contractor, InfraSource,
installed a new gas main on your street. 
In the process, your private sewer line was damaged which resulted in a
back-up to your sewer. 
 
 
Resolution:
·        
MGE understands that InfraSource has assumed
responsibility and is working with you to resolve your damage claim.
 
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

On 10.03.16, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.   Please know that MGE values you as a natural gas customer and takes your concerns very seriously.  Your account activity, issues and MGE’s...

response are as follows:
ACCOUNT ACTIVITY:
1.       On 09.29.16, you called MGE and reported that, upon returning home from traveling, you found an MGE hang tag on your door advising that your gas had been shut off for repairs.  You requested your service be restored.
2.       MGE scheduled a restoration of service for 09.30.16, with an all-day wait and thirty-minute call ahead.
3.       You requested to speak to a supervisor.  None were available and you were advised you would receive a supervisor call back 09.30.16.
4.       On 09.30.16, an MGE supervisor returned your call and advised your gas would be restored that day with an all-day wait and thirty-minute call ahead. 
5.       You advised the all-day wait was unacceptable. 
6.       MGE scheduled an immediate restoration of service and on 09.30.16, your gas was restored.
 
ISSUES:
You stated in your complaint that you did not receive advance notice of any shut off of service.  You stated that since the shut off was not at your request, and not due to non-payment, you believe your service should have been more promptly restored. 
RESOLUTION:  On 10.03.16, I telephoned you to discuss your complaint.  I left a voice message requesting a return call.  Unfortunately, there are instances when MGE must shut off a customer’s gas service for safety reasons and we are unable to provide advance notice to our customers.  Regarding your shut off of service, an MGE two inch main in your area was damaged by the Kansas City Water Department.  Once the main was restored, we attempted to restore service to all affected homes.  As we must enter the home to perform a safety check prior to restoring service, we were unable to restore service that evening to homes for which the customers were not home.  We left door tags at those homes requesting a return call so we could restore service.  When you called the MGE call center regarding your need to restore service due to construction, your restoration should have been scheduled for the same day.  We have coached the MGE agents with whom you spoke regarding this process.  I apologize that your service was not restored on 09.29.16, when you called MGE and reported the no gas. 
Thank you for sharing your concerns with us.
Community Services Team, Laclede Gas/Missouri Gas Energy

On 03.25.16, MGE emailed you a letter responding
to your rejection of MGE’s initial response to your complaint.  The letter included:
a)      a
copy of an email communication between MGE and our third party debt collection
service regarding collection and reporting
efforts on your MGE account,
b)      an
explanation of how the debt was attached to your MGE account, and
c)       an
identification of the specific person at MGE with whom you can communicate
regarding your complaint.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I want to see any correspondence between MGE and [redacted]., regarding my account.  I would like to know the details of how this happened.   Also, this letter is unsigned with no contact name or numbers.   It's simply signed Community Services Team.  Who is Community Services Team and how do I reach them.  This is dealing with my credit, any damage done to my credit is the direct result of Missouri Gas Energy.  
Regards,
[redacted]

On 07.21.16, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.   Please know that MGE values you as a natural gas customer and takes your concerns very seriously.  Your account activity, issue and MGE’s...

response are as follows:
ACCOUNT ACTIVITY:
1.       On 06.21.16, your gas service was disconnected for non-payment.
2.       On 06.21.16, you called MGE and were quoted a minimum amount due for reconnection of $400.00 ($80% of your account balance of $230.80=$184.64 plus a $150.00 deposit plus a $65.00 reconnection fee). 
3.       On 07.20.16, you were again quoted that a $150.00 deposit and $65.00 reconnection fee would be required in advance to restore service.
4.       On 07.20.16, you paid your entire account balance, but did not pay the $150.00 deposit or $65.00 reconnection fee.
5.       On 07.21.16, you were again quoted that a $150.00 deposit and $65.00 reconnection fee would be required upfront to restore service.
6.       On 07.22.16, MGE tried twice to reach you and reconnect your gas service.  MGE was unsuccessful in reaching you.
ISSUE:
You stated in your complaint that one MGE agent quoted you a $100.00 deposit and later a different MGE agent quoted you a $150.00 deposit.  You requested MGE honor the original $100.00 deposit quote.    
RESOLUTION:  On 07.21.16, I called you regarding your complaint. I left a message requesting a return call.  You subsequently returned my call.  I advised that I had listened to the three calls in which you were quoted the amount needed to restore service.  In all three calls you were quoted a $150.00 deposit and $65.00 reconnection fee.  I emailed you a copy of the initial 06.21.16 call so you could listen and confirm that you were quoted a $150.00 deposit.  I asked you to contact me if you had further concerns regarding your quote to restore service.
Thank you for sharing your concerns with us.
Community Services Team, Laclede Gas/Missouri Gas Energy

On 02.07.17, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.   Please know that MGE values you as a natural gas customer and takes your concerns very seriously.  Your account activity, issues and MGE’s...

response are as follows:
ACCOUNT ACTIVITY:
1.       On 01.27.17, you called MGE and requested a separate account for each premise.  MGE advised that it cannot separate premises into separate accounts that are under one Revert to Owner Contract.
2.       On 01.31.17, you again called MGE and requested a separate account for each premise.  MGE advised that it cannot separate premises into separate accounts that are under one Revert to Owner Contract.
3.       On 02.01.17, you requested an account analysis to document a disputed charge.
4.       On 02.02.17, MGE reviewed with you the balance on each premise under the disputed account.
ISSUES:
You stated in your complaint that you need an account analysis documenting the disputed charge and that you want each premise you manage under a separate MGE account number.    
RESOLUTION:
On 02.08.17, I telephoned you to discuss your complaint.  You stated that you want a) the business name on all your company accounts with MGE to be consistent, b) each premise you manage placed on a separate MGE account number, c) a separate Revert to Owner Contract established for each premise, and d) a detailed explanation of your disputed balance.  I requested that you contact me if you receive any disconnect notices while you have a disputed balance on your account so that I may stay them pending resolution of the dispute. 
MGE prepared and emailed to you a detailed account analysis explaining the disputed balance.  MGE corrected any inconsistencies in your business name on your MGE accounts.  MGE advised you that it is not best practice to assign each premise you manage with a separate MGE account number and Revert to Owner Contract.  This can cause empty accounts when service to the premise is in the name of a tenant that can lead to unpaid balances being transferred to other accounts and confusion on Revert to Owner Contracts.
On 02.21.17, I telephoned you to confirm if you are satisfied with the account analysis MGE sent you.  You responded that you need additional time to review all the information provided.  I asked that you call me if you have additional questions or concerns.
Thank you for sharing your concerns with us.
Community Services Team, Laclede Gas/Missouri Gas Energy

On 7.21.15, MGE received your complaint filed with the
Revdex.com regarding a customer service issue.
Please know that MGE values you as a natural gas customer
and takes your concerns very seriously.
Your issue and MGE's response are as follows:
On 2.26.15, you called MGE and requested a turn on of
natural gas service at your new home.
You stated you would be moving into the home between March and March
19, 2015. MGE offered you available connection
dates of March or March 23. You chose
March and the connection order was placed.
On 3.18.15, MGE connected your service.
In your Revdex.com Complaint, you stated
you did not request a connection of service on and you want your MGE
bill adjusted to remove any charges from – 3.26.15.
RESOLUTION: MGE reviewed the
recorded phone call in which you requested your natural gas service at your new
home be connected 3.18.15. In the call,
you were made aware the connection order was placed for 3.18.15. MGE advised you if the date you wanted the
service to start changed you would need to call MGE to change the order
date. MGE offered to play the call for
you. You declined to listen to the call
and stated your lawyer will be contacting MGE.
Thank you for sharing your concerns with us
Community Services Department
Laclede Gas/Missouri Gas Energy

On 05.13.16, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.   Please know that MGE values you as a natural gas customer and takes your concerns very seriously.  Your issue and MGE’s response are as...

follows: ISSUE:  Your MGE service was disconnected for non-payment on 05.05.16.  You state that you did not receive copies of your MGE bills and disconnection notices prior to the disconnection.  You are requesting a waiver of the deposit and disconnection fees. RESOLUTION:  You started MGE service at your current home on 09.18.15.  On 12.09.15, you called MGE, concerned you were not receiving MGE bills.  The MGE Customer Service Representative (CSR) with whom you spoke advised you that your prior address was the mailing address on the account and corrected it to the premise address.  On 01.25.16, you again called MGE concerned you were still not receiving your MGE bills.  The MGE CSR with whom you spoke advised the mailing address had not been corrected during your 12.09.15 call.  The MGE CSR corrected the mailing address to the premise address.  On 04.04.16, MGE mailed an initial disconnection notice to your premise address.  On 04.25.16, MGE mailed a final disconnection notice to your premise address.  MGE apologizes that your account mailing address was not correctly established when you started service and that the error was not corrected when you called MGE 12.09.15.  As a customer service gesture, MGE will waive the collection fee and any late fees on your account prior to it being disconnected.  If you restore your service, MGE will waive the reconnection fee and deposit.  Thank you for sharing your concerns with us. Community Services Team [redacted] Gas/Missouri Gas Energy

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If all of the payments I have made are included in that total I am definitely willing to set up the payment arrangement. However there needs to be a way someone accidentally cancels my account in error again if someone claims to be moving in my home. Is there any way to prevent more future problems? If you could give me a call, I have been trying to get in touch with you via phone and email.  
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID 12143673, and find that this resolution is satisfactory to me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12145087, and find that this resolution is satisfactory to me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I never knew of the disconnect notice. This issue has been resolved. 
Regards,
[redacted]