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

[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 02.28.17, 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:
1.       On 05.02.16, MGE read the meter and transferred service at your home into your name.
2.       On 12.19.16, MGE read the meter and erroneously transferred service at your home out of your name when another customer requested service at a neighboring address.
3.       On 02.24.17, you called MGE inquiring why you had not received a bill since December.  MGE advised you service was erroneously transferred out of your name and that it would be corrected. 
ISSUES:
You stated in your complaint that you believed your account was paid in full and you still had gas service but you did not receive bills after December 20.  You would like service placed back in your name without being charged any additional fees.    
RESOLUTION:
On 02.28.17, I telephoned you to discuss your complaint. I explained that the account was erroneously transferred out of your name on 12.19.16.  I apologized for this situation.  MGE restarted your account as of 12.20.16 and billed you for charges from 12.20.16 – 02.21.17.  I offered you two times (four months) the time you did not receive bills to pay the amount billed for 12.20.16-02.21.17. I have not heard from you if you are agreeable to this resolution so have not enrolled you in a payment arrangement.  You were not charged any late fees for the unpaid balance or connection fees for restarting your service.
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 am awaiting a contact back from the person working my case at MGE/Laclede regarding a $100 that seems to be unaccounted for during this time period. Once I hear back about what the $100 was paid towards I would be happy to close this case, but not until that time. The case worker indicated to me on Friday that she was still researching this and would like to know the answer herself.
Regards,
[redacted]

On 10.7.15, 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...

recently moved to Kansas City and attempted to request MGE service at your new residence. You were unable to reach MGE by telephone to schedule the service. You traveled to MGE’s Kansas City business office and were told the office was closed and you needed to call MGE.
RESOLUTION: On 10.7.15, MGE called you and apologized for your frustrations with reaching MGE to order your service. MGE confirmed that your service is scheduled for turn on 10.8.15. MGE advised you we recently upgraded our technology to better serve our customers and these changes have led to an increased volume of calls to our call center. We are actively working to remedy this issue. MGE is relocating from its current Kansas City business office to another Kansas City business office but neither office is open to serve customers. Customer can reach MGE by calling 816.756.5252 or 800.582.1234 or emailing [email protected].
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

On 11.05.15, 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:
On 9.30.15 you began attempting to contact MGE to schedule a
shut off of service at your former address and a turn on of service at your new
address.  You repeatedly tried to contact
MGE a) via telephone and encountered wait times up to nearly three hours, b)
via email and did not receive a reply, and c) via MGE Customer Connection site
through which your request for a turn off of service was not processed. 
RESOLUTION:  On
11.5.15, MGE called you and apologized for the delayed response to your
attempts to reach MGE.  MGE has scheduled
your turn on and turn off orders for 11.9.15 and 11.10.15, respectively.  MGE has removed charges on your account for
service to your former home past 10.01.15. 
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 delays in responding to customer
requests, including those submitted through MGE’s Customer Connection site.   We are actively working to remedy these
issues. 
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy