Spire Energy

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12058252, and find that this resolution is satisfactory to me
Regards,
*** ***

This is a follow up to a complaint I filed a couple of weeks back..Infrasource carelessly and recklessly pushed a gas line into my drain which backed up into my house flooding my basement with feces, toilet paper and sewage and creating a life threatening situation when my plumber attempted to clear the drain with his augerThey then came and dest***ed my driveway and even though I have filed a claim they refuse to offer even enough money to have the driveway replaced.TranslateDesired Resolution / OutcomeDesired Resolution:ReplacementselectDesired Outcome:I want the entire driveway replaced and I want to recover my deductible of $2,and the $fee for the plumber to put his camera in the drain

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

MGE understands that InfraSource has assumed
responsibility for your concern and has worked with you towards resolving your damage claim. MGE is not a party to the resolution process

On 9.18.15, Missouri Gas Energy received your customer service complaint filed with the Revdex.com. 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 you called
MGE and requested your current service be shut off on and service to your new home be started on 9.18.15. MGE scheduled a turn on order for your new service for and a turn off order for your current service for 9.21.15. On you called MGE and inquired why MGE did not come to your home on to turn on service. You stated you experienced thirty minute plus wait times to reach an MGE call center representative. RESOLUTION: On 9.18.15, MGE called you and left a message requesting a return call to discuss your complaint. Your appointment to start service at your new home was for 9.18.15, not 9.17.15. You did not need to be at the home as the gas was on and MGE only needed to read the meter. MGE recently upgraded our technology to better serve our customers. The transition to the new technology initially contributed to longer than wait times to reach call center representatives. MGE apologizes for the call center wait times and the miscommunication on the date of the turn on order and your need to be present for the order. Your service at your new home is active as of 9.18.15. Service at your prior home was taken out of your name as of Thank you for sharing your concerns with usCommunity Services Department Laclede Gas/Missouri Gas Energy

I have determined the breakdown of the first bill after your service was reconnected after a disconnection for non-payment
The bill charges are:
Cost of Gas = $
Prorated Fixed Monthly Charge = $
Franchise Tax = $
Collection Fee for Shutting off service for non-payment = $
Reconnection Fee after shut for non-payment = $
Total Bill = $
Your account balance at time of disconnection for non-payment was $
On you were disconnected
On you paid $to restore service. This payment covered the past due amount of $and left a $credit on your account
On you were billed $(breakdown above). The $credit was applied to the $bill resulting in a remaining amount due of $
Based on this analysis, no deposit was paid for reconnection of service and therefore, no deposit is due to be refunded to you
I apologize for the time it took for MGE to pull this archived data, but am pleased we were able to produce the data that explained the bills and payments you questioned

On 11.23.15, Missouri Gas Energy received your complaint
filed with the Revdex.com regarding your failure to receive a
refund check for an overpayment on your account.
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 September 2015, you made a payment on your
MGE account when actually you had a credit on your account. On 9.21.15, you requested a refund for the
over payment. On 10.29.15, you checked
on the status of the refund check.
RESOLUTION: On 11.23.15, I called you and left a message
requesting a return call to discuss your complaintOn 11.23.15, you returned
my call. I apologized to you for the delay in your
receipt of the refund check. I
investigated the refund check status and accelerated the process. On 11.30.15, you called and advised me you
had received your refund check
Thank you for sharing your concerns with us
Community Services Team
Laclede Gas/Missouri Gas Energy

MGE appreciates your position on this. We recognize the need for more information on bills regarding transfers and other charges and hope to provide it in the future. In the meantime, please email me directly your specific account questions and I will have them addressed. Thank you

On 06.29.17, 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 06.06.17, MGE mailed you an Initial Disconnection Notice for non-payment for a disconnection date on or after 06.20.17.On 06.15.17, MGE mailed you a Final (Hour) Disconnection Notice for non-payment for a disconnection date on or after 06.20.17.On 06.15.17, MGE sent you an automated call reminding you of the pending disconnection.On 06.15.17, MGE mailed you a Bill for your current charges (the Disconnect Notices relate to past due charges). The bill is due and delinquent after 07.07.17. The Bill and an insert in the Bill advise your account is past due and subject to disconnection.On 06.22.17, your service was disconnected for non-payment pursuant to the disconnection notices sent to you.On you paid the amount necessary to restore service but did not advise MGE of the payment and request restoration of service.On 06.23.17, you called MGE and requested restoration of service.On 06.26.17, your service was restored, the next business day after you paid the amount necessary for restoration and called MGE requesting restorationISSUES: You stated in your complaint that your service was disconnected although you had an MGE Bill that stated not delinquent until after 07.07.17. You further stated you had no notice of the pending disconnection and want your reconnection fee waived RESOLUTION: On 06.29.17, I telephoned you to discuss your complaint. I requested a return call to discuss your complaint. When you return my call, I will advise that you were mailed two written notices of your pending disconnection for non-payment and one phone call was made to you reminding you of the pending disconnection. The Bill MGE mailed you for your current charges also included notices that your service was subject to disconnection for non-payment. The MGE disconnection cycle is separate from the MGE billing cycle. The due date and delinquent date on your Bill relate to your current charges, not your past due charges for which you were disconnected. Your reconnection fee will not be removed as you were properly noticed of the disconnection and service was restored one business day after you paid the restoration amount and requested restoration of serviceThank you for sharing your concerns with usCommunity Services Team, Laclede Gas/Missouri Gas Energy

On 06.21.16, 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, issues and MGE’s
response are as follows:
ACCOUNT ACTIVITY:
1. On 05.06.16, MGE mailed you a Disconnect Notice with a disconnection date on or after
2. On 05.16.16, MGE mailed you a Final (Hour) Disconnect Notice with a disconnection date on or after
3. On 05.24.16, a payment you made to stop the pending disconnection posted to your MGE account, four days after the start of the noticed disconnection window
4. On 05.24.16, MGE disconnected your gas service for non-payment, with a $visit fee
5. On 05.25.16, MGE reconnected your gas service based on your payment, with a $reconnection fee
6. On 06.14.16, you were billed a $deposit based on your prior disconnection for non-payment
ISSUES:
1. You believe that MGE should have stopped your disconnection when it received your payment
2. You believe MGE should be able to schedule specific appointments for service calls such as restoration of service rather than offering an all-day wait with a thirty minute call ahead
3. You believe MGE should be able to text, rather than call, you thirty minutes prior to the MGE technician arriving at your home
4. You believe you should not be billed a $deposit due to your disconnection for non-payment since you have been a long-time MGE customer
RESOLUTION: On 06.21.16, I called you regarding your complaint. I advised that best practice if you are making a payment immediately prior to or during your noticed disconnection for non-payment window, is to call the MGE customer service line and report the payment so, if the payment is sufficient, any pending disconnection can be cancelled. Your payment posted four days after the start of the disconnection window and MGE was not advised of the payment. The MGE system would have automatically cancelled the disconnection after your payment posted but, in this instance, the disconnection order was already in place for and needed to be manually cancelled, based on MGE being advised of the payment. I apologized that you were inconvenienced by waiting at home for the MGE technician to reconnect your service. You chose not to receive a thirty minute call ahead of the technician’s arrival. MGE understands the value to customers of having at a minimum morning and afternoon appointment designations and hopes to be able to offer that service in the future. It is a current MGE policy that customers disconnected for non-payment either pay up front or are billed a $deposit to restore service. As a one-time customer service courtesy to you I waived the $deposit.
Thank you for sharing your concerns with us
Community Services Team
*** Gas/Missouri Gas Energy

Good evening, Please, see the attached documents. Thank you!

[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:
This has been resolved for the most partThanks for forwarding that and sorry to waste your time
Regards,
***
***

On 11.09.15, 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:
You have been attempting to reach MGE to request a paper,
rather than electronic, bill. You have
experienced extended wait times.
RESOLUTION: On 11.09.15,
I called you and apologized for extended wait times you encountered while
trying to reach MGE. Per your request, I deleted your electronic
bill option so you will receive paper bills
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. 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 06.28.16, Missouri *** Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.
Please know that MGE values you as a natural *** customer and takes your concerns very seriously.
Your issue and MGE’s response are as
follows:
ISSUE: On 06.24.16, your MGE service was disconnected for non-payment. On 06.25.16, you paid MGE the balance on your account. On 06.28.16, you called MGE and requested restoration of your service. Your service restoration was completed on 06.29.16. Your concerns with MGE service are:
1) You experienced long wait times trying to reach MGE and schedule restoration of your service
2) You believe that MGE should automatically restore your *** service the same day it receives the required payment
3) You believe MGE should provide a time period for the restoration of service appointment rather than offering an all-day wait
4) You believe you should not be charged a $reconnection fee and $deposit to restore your service after disconnection for non-payment
5) You stated MGE does not inform their customers that if their service is disconnected for non-payment they must call MGE to schedule restoration of service
ACCOUNT DETAILS:
You stated MGE disconnected your service after you paid your MGE bill one day late. You receive monthly bills on your MGE accountHowever, your last payment on the account prior to was
On 06.08.16, MGE mailed you a Disconnect Notice for a disconnection on or after
On 06.17.16, MGE mailed you a Final Disconnect Notice for a disconnection on or after
On 06.24.16, MGE disconnected your service for non-payment
On 06.25.16, you paid MGE the full amount due on your account
On 06.28.16, you called MGE and requested restoration of service
RESOLUTION:
On 06.28.16, I called you to discuss your complaint
I apologized for the longer than usual wait times and assured you MGE is actively working to remedy this situation
I advised that, due to safety issues, MGE cannot restore service until the customer calls and schedules a restoration of service. An individual or older must be present at the home when the MGE employee arrives to conduct a safety check prior to restoring service. The Initial Disconnect Notice you received advises customers of the need to call MGE to schedule restoration of service:
If your natural *** service is disconnected, it is your responsibility to make the proper arrangements for service reconnection:
1) Pay the amount required for service restoration in full and
2) Call us to have service restored
Per MGE Tariff, we are to restore *** service disconnected for non-payment by the next business day after receiving payment and request by the customer to restore service. MGE is in compliance with this tariff by scheduling your restoration for 06.29.16, the next business day after you requested restoration of service
It is MGE’s current policy to charge customers a $reconnection fee and $deposit to restore service after disconnection for non-payment. As a courtesy to you, MGE billed these amounts rather than requiring them paid prior to reconnection of service
MGE appreciates the value to customers of offering a time frame in which its employee will arrive to restore service. Currently, MGE offers an all-day wait with a thirty minute call ahead to advise the customer when the employee will be at their home. I confirmed that the thirty minute call ahead was placed on your order. MGE hopes in the future to offer its customers an appointment time frame
Thank you for sharing your concerns with us
Community Services Team
*** ***/Missouri *** Energy

On 06.24.16, 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. You were on a General Budget Plan with a monthly amount of $60.00.
2. MGE reviewed your monthly Plan amount twice a year and adjusted it, if necessary, based on actual usage. Notices of this review and possible monthly bill adjustment appeared on your MGE bills
3. On your MGE Bill your monthly payment increased to $
4. You continued to pay $per month rather than the billed $
5. Your underpayment caused your Plan to cancel. You were notified of the pending cancellation by letter from MGE dated 12.07.15.
6. Once your Plan cancelled, you were billed each month the actual current charges on your account, plus any past due amounts.
7. You continued to pay $per month
8. Your underpayment caused your account to go into severance. On 06.03.16, MGE sent you an Initial Notice of Disconnection on or after for a past due amount of $
9. On 06.13.16, MGE sent you a Final Notice of Disconnection for on or after for a past due amount of $
10. On 06.21.16, MGE disconnected your service for non-payment
11. On 06.23.16, you called MGE and requested a reconnection of service. You paid the balance on your account. You were advised MGE would bill you the $reconnection fee and $deposit
12. You stated that you had auto pay on your account in amount of $per month and believe you should not have been disconnected for non-payment
ISSUES:
You stated in your complaint that you did not receive notice of cancellation of your General Budget Plan or of your pending disconnection. You stated you did receive an Urgent Notification from MGE on but it did not state your account was delinquent, that you were subject to disconnection or provide you contact information for MGE to call regarding your account. You are requesting waiver of the $reconnection after disconnection for non-payment fee and the $deposit billed to your account
RESOLUTION: On 06.24.16, I called you regarding your complaintI left a message advising that I can only discuss the account with the account holder (you are not on the account) or with you at her direction. I emailed the account holder copies of the Notice of Cancellation of General Budget Plan, Initial Notice of Disconnection and Final Notice of Disconnection which included information regarding her delinquent account and pending disconnection for non-paymentI also emailed her copies of her MGE bills indicating her General Budget Plan monthly amount of $and the billed amounts after the Plan was cancelledThe account holder returned my call and we discussed her account and the bills and notices she received. As she had adequate written notice of the billed amounts, the cancellation of her General Budget Plan and her pending disconnection for non-payment, MGE is not waiving the $reconnection fee and $deposit. These charges are required per current MGE policy to reconnect services disconnected for non-payment
Thank you for sharing your concerns with us
Community Services Team, *** Gas/Missouri Gas Energy

On 12.08.16, 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 11.10.16, you called MGE and were provided a minimum down payment quote to restore your service
2. On 11.18.16, you paid MGE the required down payment and your restoration of service was scheduled for You were advised the appointment is an all-day wait. You requested a call from the tech thirty minutes before arrival. You stated that you leave for work at 2:pm and are not available to accept calls or be home for the restoration of service after 2:pm. MGE advised you that it cannot make special arrangements as to time of the visit
3. On 11.21.16, the MGE tech called you thirty minutes before arrival. He did not receive a response and you were not home when he arrived at the premise after 2:pm. The tech left a door hanger advising he was at your home to restore your service and requesting that you call MGE to reschedule.
4. On 12.05.16, you called MGE inquiring why your service had not been restored after your down payment. MGE advised the tech was at your home but an adult or older must be at the home so the tech may perform a safety check prior to restoration of service. You reminded MGE that you are not available to meet the tech after 2:pm. A turn on order was placed for
5. On 12.06.16, the MGE tech again arrived at your premise after 2:pm and was unable to restore service
6. On 12.07.16, you called MGE again inquiring why your service had not been restored after your down payment. MGE advised the tech was at your home but an adult or older must be at the home so the tech may perform a safety check prior to restoration of service. You reminded MGE that you are not available to meet the tech after 2:pm. A turn on order was placed for
7. On 12.08.16, I spoke with you regarding your complaint. I apologized that your request that the tech arrive at your home prior to 2:pm had not been addressed when your turn on orders were scheduled but explained MGE does not currently offer am versus pm appointments. As we spoke close to the time you leave for work, with your agreement, I cancelled the pending turn on order. I scheduled a turn on order for prior to 2:pm on
8. On the morning of 12.09.16, an MGE tech restored service to your premise.
ISSUE:
MGE not considering your being unable to meet a tech at the premise for the restoration of service after 2:pm.
RESOLUTION: As a special, one-time exception to accommodate your work schedule, I scheduled your restoration of service for the morning of 12.09.16, when you were available to meet the tech. MGE recognizes the value to customers of being able to offer more specific service call times rather than the current all day wait with a thirty-minute call prior to arrival, if requested. MGE will continue to consider ways to improve the scheduling of its service calls.
Thank you for sharing your concerns with us
Community Services Team, Laclede Gas/Missouri Gas Energy

Good evening, I overnighted the payment on 07/13/with the check being delivered on 07/14/monitored with a FedEx provided tracking numberI have been unsuccessful in reaching Ms*** to confirm she has received the payment. I will attempt Ms*** again and respond providing the
full report 07/25/17. Thank you for bringing this to our attention

On 06.14.17, 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 05.11.17, MGE mailed you an Initial Notice of Disconnection with a disconnection date on or after 05.25.17.On 05.22.17, MGE mailed you a Final (Hour) Notice of Disconnection with a disconnection date on or after 05.25.17.On 05.22.17, MGE sent you an automated call reminding you of your pending disconnection for non-payment.On 06.08.17, MGE disconnected your service for non-payment.Also on 06.08.17, you made a payment to MGE.On 06.09.17, your service was reconnected. ISSUES: You stated in your complaint that on 06.08.17, you paid an amount to MGE sufficient to stop your pending disconnection for non-payment yet MGE proceeded to disconnect your service on 06.08.17. RESOLUTION: On 06.15.17, I telephoned you to discuss your complaintI was unable to reach you and left a message requesting a return call at your convenience. I have not received a return call from you. Once an MGE customer receives notice that their service is in threat of disconnection for non-payment (you received two written notices and one phone call referenced above for disconnection on or after 05.25.17), you are subject to disconnection on or after the stated date. On or after the stated disconnection date, you must call MGE if you make a payment so, if the payment is sufficient, MGE can cancel the pending disconnection. The MGE collector who goes to your home to disconnect service for non-payment can also accept payment of the amount required to stop the pending disconnection if paid prior to disconnecting the service. In your case, you made a payment on your account after the stated disconnection date without contacting MGE, the order to disconnect your service for non-payment was already in process, and therefore, your payment did not stop the disconnectionThank you for sharing your concerns with usCommunity 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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