Missouri Gas Energy

On 12.14.16, 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 06.09.16, MGE mailed you an Initial Disconnection Notice for disconnection on or after 06.23.16.
2.       On 06.20.16, MGE mailed you a Final Disconnection Notice for disconnection on or after 06.23.16.
3.       On 06.29.16, your service was disconnected for non-payment.
4.       On 12.08.16, you called MGE and requested a quote for the minimum amount you would need to pay to restore service.  The quote was provided to you.  You advised MGE you would call back to make the payment and schedule the restoration of service.
5.       On 12.09.16, you paid the minimum amount needed to restore service.  MGE scheduled your restoration of service for 12.12.16.  MGE advised you the restoration appointment is an all-day wait.  You requested a call thirty minute before the MGE technician arrives at the premise so you could meet the technician.
6.       On 12.12.16, the MGE technician (per tracking log) called you and advised he was on his way to your premise at 2:52 PM.  Per the tracking log, the technician arrived at the premise at 2:57 PM.  Also per the tracking log, the technician left the premise at 3:22 PM, thirty minutes after he placed the call to you.
7.       On 12.12.16, you called MGE and advised you had missed your restoration order as the technician did not wait thirty minutes after you were called before leaving the premise.  You requested a same day return visit.  MGE advised it was unable to schedule a same day order, but rescheduled the restoration for 12.13.16.
8.       On 12.13.16, MGE restored your service.
 
ISSUES:
You stated in your complaint that the MGE technician did not wait thirty minutes after calling you before leaving the premise. 
RESOLUTION:  On 12.15.16, I telephoned you to discuss your complaint.  I left a voice message requesting a return call.  Per the above activity, the MGE technician did wait thirty minutes after his phone call to you prior to hanging a door tag and leaving the premise.  Your gas was restored on the next day. 
Thank you for sharing your concerns with us.
Community Services Team, Laclede Gas/Missouri Gas Energy

Good afternoon, Please, see the attached document.  Thank you! Alicia [redacted]

On 9.14.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding an issue with your MGE bill.   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 9.12.08, your MGE service started.  The rate code was erroneously entered as commercial.  On 8.24.15, you called MGE advising that you had been denied an MGE rebate for installing a new furnace because your account was coded commercial. You requested the code be corrected and that your account be credited the overcharged amount.  You also requested confirmation that a payment you made to MGE in September posted to your account.RESOLUTION:  On 8.25.15, MGE corrected the rate code on your account to residential.  MGE advised you that per Tariff Sheet No. R-43 5.11 Billing Adjustment an overcharge shall be made for the entire period that the overcharge existed not to exceed sixty consecutive billing periods, calculated from the date of discovery, inquiry or actual notification of MGE, whichever was first.  MGE is currently calculating the amount of the credit to be placed on your account.  MGE has contacted its rebate program third party vendor and advised it that your account is residential and your rebate should be released to you.  MGE confirmed to you that your September payment posted to your account 9.4.15.  MGE apologized to you for the error regarding the rate code on your account.Thank you for sharing your concerns with us.Community Services DepartmentLaclede Gas/Missouri Gas Energy

On 02.27.17, 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 12.20.16, MGE mailed you a bill for service from 11.19.16 – 12.20.16.  The bill was due 01.04.17 and delinquent after 01.11.17.  Your payment of this bill posted to your account on 12.28.16.
2.       On 12.30.16, another MGE customer requested service to your premise in his name as of 01.03.17.
3.       On 01.03.17, MGE mailed you a final bill for service from 12.21.16 – 01.03.17.  That bill remains unpaid. 
4.       On 01.25.17, MGE mailed you a Final Notice on your account advising you that if your past due balance was not paid in ten days it would be turned over to a collection agency.
5.       On 02.13.17, MGE turned your unpaid account over to a collection agency.
6.       All communications were mailed to you at the address you provided.
ISSUES:
You stated in your complaint that you paid your final bill in December 2016 and question why your account was turned over to a collection agency since you believe you had a zero balance on the account.    You further stated that you did not receive the January bill or the Final Notice. 
RESOLUTION:
On 02.27.17, I telephoned you to discuss your complaint. I explained that the bill turned over to the collection agency was the January bill mailed to you for service from 12.21.16 – 01.03.17. I further explained that MGE mailed you a Final Notice regarding the unpaid January bill that gave you ten days to pay the bill prior to it being sent to a collection agency. I confirmed the address to which the bills and notice were sent is your correct address.  I emailed you copies of the December and January bills and the Final Notice.
Thank you for sharing your concerns with us.
Community Services Team, Laclede Gas/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 service. The utility check is used to verify if customer benefitted from use of gas at the premise under the account shut off for non-payment 3.19.15.  The customer was advised the check could take three business days.  On Friday, 3.20.15 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]

[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.
The business was able to retrieve records from the archives, including a breakdown of all charges in dispute and provide explanation to my satisfaction. It's unfortunate that this level of effort was required on my part to resolve the matter, but the associate working my case did recognize and apologize for the inconvenience, as well as provide sufficient explanation.
Regards,
[redacted]

On 10.28.15, Missouri Gas Energy received your complaint
filed with the Revdex.com regarding issues 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 received a bill for $4,441.78 for service at your
residence.  Your normal bill this time of
year is $30 - $40 per month.  You
requested MGE provide you a corrected bill. 
You experienced long wait times and unresponsiveness when you attempted
to reach MGE regarding your high bill.    
RESOLUTION:    On 10.28.15,
MGE called you and apologized for the high bill and your frustrations with reaching
MGE to resolve the issue.   MGE
determined the high bill was due to a read error.  On 10.29.15, MGE emailed you a corrected bill.     MGE confirmed to you that there are no
collection activities against you for failure to pay the high bill.  MGE recently upgraded our technology to
better serve our customers and these changes have led to an increased volume of
calls to our call center, causing extended wait times and delays in responding
to customer requests.   We are actively
working to remedy this issue. 
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

On 06.21.17, 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: Due to an equipment issue, MGE was unable to collect accurate reads from your gas meter from July 2016 – March 2017. On 03.06.17, MGE worked a usage query and determined that you had not been correctly billed for gas usage since July 2016.On 03.15.17, MGE exchanged your meter.On 03.22.17, MGE mailed you a rebill letter and a corrected bill and offering you a payment plan to pay the bill of twice the number of months you received incorrect bills due to the equipment issue.  Although you made payments on the account, you did not call MGE and request to enroll in the payment plan offered in the letter.On 06.09.17, MGE mailed you an initial disconnection notice for non-payment for a disconnection on or after 06.23.17.On 06.16.17, you called MGE regarding the rebill letter you received.  Rather than enroll you in the payment plan described in the letter, MGE advised you needed to pay the arrears amount stated in the disconnection notice or be subject to disconnection.On 06.19.17, MGE mailed you a Final (96 Hour) disconnection notice for non-payment for a disconnection on or after 06.23.17.On 06.19.17, MGE made an automated collection call to you reminding you of the pending disconnection. ISSUES: You stated in your complaint that when you called MGE 06.09.17, you were not offered the payment plan described in MGE’s 03.22.17 letter and were told you remained subject to disconnection for non-payment if you did not pay the entire amount stated in the disconnection notices.           RESOLUTION: On 06.21.17, I telephoned you to discuss your complaint. I apologized both for the equipment error that caused you to receive several months of incorrect bills and that when you called MGE regarding the corrected bill you were not offered the payment plan described in the rebill letter.  I offered you fourteen months to pay the corrected bill amount, which is twice the seven months you received incorrect bills.  You declined the offer and stated that you had mailed MGE a check for the entire amount needed to prevent the pending disconnection for non-payment.  I cancelled the pending disconnection.  You stated that you had recently purchased a new gas hot water heater. I emailed you a link to MGE rebates for new hot water heaters. Thank you for sharing your concerns with us. Community Services Team, Laclede Gas/Missouri Gas Energy

On 07.05.16, Missouri [redacted] Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.   Please know that MGE values you as a natural [redacted] customer and takes your concerns very seriously.  Your account activity, issues and MGE’s...

response are as follows:
ACCOUNT ACTIVITY:
1.       On 05.31.16, MGE mailed you an Initial Disconnect Notice for a disconnection for non-payment on or after 06.14.16.
2.       On 06.09.16, MGE mailed you a Final Disconnect Notice for a disconnection for non-payment on or after 06.014.16.
3.       On 06.09.16, MGE emailed you your MGE Bill including pending disconnection language.
4.       On 06.30.16, MGE disconnected your service for non-payment.
5.       On 06.30.16, you paid your account balance to MGE.
6.       On 06.30.16, you called MGE to schedule a restoration of service.  You were advised that due to you disconnection for non-payment, you would be billed a $150.00 deposit and $65.00 reconnection fee. The MGE Agent advised your restoration of service was scheduled for Friday, 07.01.16.  You did not choose the thirty minute call option offered.
7.       On 07.01.16, you called MGE inquiring why the MGE technician had not arrived at your home and if he was still scheduled for 07.01.16.  MGE advised you that your restoration of service was still scheduled for 07.01.16.
8.       On 07.05.16, you called MGE and advised the MGE technician did not come to your home 07.01.16.  MGE confirmed the restoration was scheduled for 07.05.16, rather than 07.01.16.
9.       Your [redacted] service was restored on 07.05.16.
ISSUES:
You stated in your complaint that you did not receive notice of your past due account and pending disconnection for non-payment.  You further stated that you waited all day Friday 07.01.16 for MGE to restore your service and the MGE technician did not arrive at your home.  You objected to the $150.00 deposit and $65.00 reconnection fee billed to your account for restoration of service after disconnection for non-payment. 
RESOLUTION:  On 07.06.16, I called you regarding your complaint. I left a message requesting a return call.  On 07.11.16, you returned my call.  I advised you that the account holder needs to authorize MGE to discuss his account with you or add you to the account.  I apologized for the error in scheduling your restoration of service on 07.05.16 rather than 07.01.16.  Due to the inconvenience to you, I removed the $71.49 (includes City of Independence tax) reconnection fee from your account.  The $150.00 deposit will remain on the account as you were duly noticed of the pending disconnection. I noted in listening to your calls with MGE that you requested a change to paper bills from ebills.  You stated you do not read your ebills so were not aware of your delinquency and pending disconnection.  This requested change has been made.  You also stated you found the bills and notices from MGE in your email spam folder.
Thank you for sharing your concerns with us.
Community Services Team, [redacted]/Missouri [redacted] Energy

On 06.10.16, 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:  You filed a complaint with the Revdex.com concerned that your gas service had not been restored after it was shut off due to MGE subcontractor crews working in the area.         
RESOLUTION:  I called you regarding your complaint.  You confirmed that your service was restored the night of 06.08.16 after you contacted the MGE emergency line.  I apologized to you for the delay in restoring your service.  The MGE Customer Service Representative who failed to correctly schedule your restoration of service when you initially called MGE is being coached on the process.    The MGE subcontractor plumber is being coached on writing a telephone number on the door tag that customers can call to request a restoration of service.
Thank you for sharing your concerns with us.
Community Services Team
[redacted] Gas/Missouri Gas Energy

On 10.8.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding an issue 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: You requested MGE provide you with a Letter of Reference as to your payment history.  You did not receive the letter and experienced extended call wait times trying to obtain the letter.  RESOLUTION:    On 10.8.15, MGE called you and apologized for your frustrations with receiving the requested Letter of Reference.     Today, MGE emailed the Letter of Reference to you and faxed it to Independence Power and Light.  MGE recently upgraded our technology to better serve our customers and these changes have led to an increased volume of calls to our call center, causing extended wait times and delays in responding to requests for documents.   We are actively working to remedy this issue.  Thank you for sharing your concerns with us. Community Services Team Laclede Gas/Missouri Gas Energy

On 6.12.15, MGE received your complaint filed with the
Revdex.com regarding your gas 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: You are named as a responsible party on an
MGE account with another individual for gas service for the period March –
July 2013. You called MGE regarding the
service both to initiate the service and several times thereafter. When you started service at a new address in
January 2015, the debt from the prior address was transferred to your new
account and you were set up on a Cold Weather Rule Pay Agreement. On 3.30.15, your service was shut off for
non-payment. At that time, you told MGE you
are not responsible for the debt transferred from the prior residence. MGE responded that you were a responsible
party on the account and our investigation places you at the residence during
the service period. The required payment
was paid and your service was restored on 4.1.15. On 5.28.15, your service was shut off for
non-payment. On 6.9.15, you told MGE
you are not responsible for the debt transferred from the prior residence. You requested a credit on your account in the
amount of the transferred debt. An MGE
Customer Service Representative (CSR) advised you that she understood the other
responsible party on your prior account is responsible for the debt and she
will contact MGE billing services to determine if a credit can be placed on
your account. The required payment was
paid and your service was restored on
RESOLUTION: The account was reviewed by other MGE
staff who confirmed the January and March decisions that you are
responsible for the transferred balance.
The other party on the prior account advised MGE that he is responsible
for the debt transferred to your account.
That is a matter between him and you as MGE considers you both
responsible for the debt. MGE apologizes
for any confusion caused by the statement made by the MGE CSR that the other
party on the account is liable for the account and she will determine if a
credit can be placed on your account
Thank you for sharing your concerns with us
Community Services Department
Laclede Gas/Missouri Gas Energy

On 03.09.17, 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 08.09.16, at your request, MGE started service at your residence.
2.       On 09.20.16, you called MGE and made a credit card payment on your account.
3.       On 11.08.16, you called MGE for instructions to set up your online customer account.
4.       On 12.12.16, you called MGE and made a credit card payment on your account and requested your account number so you could set up your online customer account.
5.       On 02.01.17, you enrolled in E-Bill.
6.       On 02.17.17, MGE mailed you an initial threat of disconnection due to non-payment.
7.       On 02.27.17, MGE mailed you a final threat of disconnection due to non-payment.
8.       On 02.27.17, MGE sent you an automated call advising of your pending disconnection due to non-payment.
9.       On 03.06.17, you called MGE and made a credit card payment on your account.
ISSUES:
You stated in your complaint that you are unable to log into your online account to pay your bill.  You stated you want an MGE debt appearing on your credit report to be removed and any late and disconnection fees waived.       
RESOLUTION:
On 03.09.17, I telephoned you to discuss your complaint. I received your voice mail so left a message requesting a return call.  Your MGE account has not been sent to collections so it does not appear on your credit reports.  I am happy to discuss your concerns with your online account when you return my call.
Thank you for sharing your concerns with us.
Community Services Team, Laclede Gas/Missouri Gas Energy

On 03.28.17, 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: On 03.21.17, MGE mailed you an Initial Notice of Disconnection for disconnection on or after 04.04.17 stating your account’s disconnect amount and your account balance.On 03.24.17, you called MGE inquiring as to the amount that must be paid to stop the pending disconnection for non-payment.  MGE advised you of the amount you need to pay to stop your pending disconnection and the minimum down payment amount to enroll in a Cold Weather Rule pay arrangement.  MGE then advised you of your account balance.  MGE was not clear on explaining the different amounts and your options to prevent disconnection for non-payment and enroll in a Cold Weather Rule pay arrangement.  MGE agents have been coached on this.  ISSUES: You stated in your complaint that you received conflicting information regarding your account balance and amount quoted to stop your pending disconnection for non-payment.  You also stated the MGE agent and supervisor with whom you spoke were unprofessional towards you.     RESOLUTION: On 03.28.17, I telephoned you to discuss your complaint. I apologized for the confusion regarding your account balance and the MGE agent’s and supervisor’s interaction with you on your 03.24.17 call with MGE.  I offered to reinstate your prior Cold Weather Rule pay arrangement with the payment you made to MGE 03.24.17.  You accepted this offer and you are now enrolled in a Cold Weather Rule pay arrangement. I emailed you the terms of your pay arrangement.  I cancelled your pending disconnection for non-payment based on the payment you made to MGE 03.24.17.  You shared that you recently had to repair your furnace.  I explained the Missouri Gas Energy Red Tag Repair program.  I referred you to the Community Action Agency of Greater Kansas City to apply for energy assistance.  I emailed you a LIHEAP (energy assistance) application and a Red Tag Repair program brochure.  Thank you for sharing your concerns with us. Community Services Team, Laclede Gas/Missouri Gas Energy

On 11.03.15, Missouri Gas Energy received your complaint
filed with the Revdex.com regarding issues 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:
Your bank records indicate you made a payment to MGE on
9.17.15 which was not credited to your account. 
You requested the payment be credited and the late fee be removed.  You sent MGE evidence of the payment.  You also stated you experienced long wait
times when trying to reach MGE to discuss your concern.
RESOLUTION:  On 11.11.15,
I called you and left a message requesting a return call to discuss your
complaint. On 11.13.15, you returned my call. 
I apologized for the long wait
times you experienced trying to reach MGE. 
MGE has located the payment and applied it to your account.  MGE has removed the late fee.  I confirmed your new account number to ensure
correct application of future payments.
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

[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.
Regards,
[redacted]

On 05.08.17, 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: On 02.23.17, MGE mailed you a final bill with an outstanding balance of $129.15. The bill was due 03.10.17.On 03.28.17, you paid the balance, plus late fee, with the payment on one of your active accounts, and it created a credit on that account since the debt had not been transferred to that account.On 04.17.17, MGE transferred the unpaid balance, plus .76 late fee, to an active account; not aware that your payment to another account had included the transferred balance.  On 05.01.17, MGE mailed you a bill for the active account, including the transferred balance plus late fee.On 05.08.17, you called MGE inquiring about the transferred amount.  MGE advised you the transferred amount was for service for a prior period at another address which was transferred to the active account when it remained unpaid. You advised MGE you had paid the outstanding balance on another account on 03.28.17.  MGE confirmed the payment and removed the transferred balance from the active account. ISSUES: You stated in your complaint that you had contacted MGE for an explanation as to a transferred charge and did not receive a reply.        RESOLUTION: On 05.16.17, I telephoned you to discuss your complaint. I apologized that you did not receive a prompt, thorough explanation for the transfer of the outstanding balance on one of your closed accounts to an active account.  I emailed you a copy of the final bill from the closed account identifying the transferred charge (including late fee) and a copy of the bill reflecting the transferred charge.   I explained that when the charge on the closed account remained unpaid, it, plus the late fee, were transferred to the active account. When you called MGE 05.08.17, prior to filing your complaint, and advised you had paid the transferred balance on another account, MGE removed the transferred balance from the active account.   I did not receive a return call or email from you so assume you are satisfied with the resolution of your complaint.  Thank you for sharing your concerns with us. Community Services Team, 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:  You maintain that MGE held a $200.00 deposit on your former MGE account that was not credited to your account or refunded to you when you closed your account.    You are requesting a refund of the deposit.             
RESOLUTION:  Thank you for submitting proof of a July 2014 $258.17 payment to MGE.  After researching our archives, we find no evidence that you were charged and paid a $200.00 deposit on your account.  I emailed you an account analysis reflecting that your account credit of $99.00 after your $258.17 payment on a $159.17 account balance was used to pay your next bill.  It was not held as a deposit to be refunded to you.
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

[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 never received the final bill notification and was not given proper amount of time to pay the bill before sending to collections.  I believe this to be a terrible practice.  I do not feel like the customer care personnel care about customer satisfaction, because they are the only provider in the area.  I am forced to use their services, as they are a monopoly on gas service in the area.  Had I received a bill, I would have paid it, but I am appalled at how cavalier  they are about sending a bill to collections and negatively effecting a customer's credit.  
Regards,
[redacted]