Spire 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,
Debbie ***

Good morning, Please, see the attached document

On 04.18.17, 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 01.17.17, Community Action Agency of Greater Kansas City (CAAGKC) pledged energy assistance on your account.The pledge auto enrolled you in a Cold Weather Rule Pay Arrangement (CWR PA) to pay 1/your past due balance plus your budget bill amount each month. Enrollment in the CWR PA and amount of your initial monthly payment due were shown on your MGE bill.On 02.10.17, your pledge payment posted to the account. This payment caused your monthly payment amount under the CWR PA to be reduced. Your enrollment in the CWR PA and the adjusted amount of your monthly payment were shown on your MGE bill.On 02.17.17, you called MGE and were advised zero was due on your account because of your enrollment in the CWR PA. You were advised of the amount of your CWR PA monthly payment. On 04.05.17, you called MGE and were advised you owed your CWR PA monthly payment plus late fee. On 04.12.17, MGE mailed you an Initial Notice of Disconnection for disconnection on or after stating your account’s disconnect amount and your account balance.On 04.14.17, You called MGE and were advised of the amount of your CWR PA monthly payment. ISSUES: You stated in your complaint that you received conflicting information regarding your account balance. You also stated you were enrolled in a payment plan without your knowledge or consent. You requested your disconnection date for non-payment be extended and waiver of any late fees on your account. RESOLUTION: On 04.18.17, I telephoned you to discuss your complaintI apologized for the confusion regarding your account balance and the monthly amount due. I explained the crisis assistance funds possibly available from CAAGKC. I emailed CAAGKC your initial shut notice with a request for crisis funds. CAAGKC pledged crisis assistance funds to your account in the amount necessary to stop the pending disconnection for non-paymentI removed the April, late fee from your account. You declined an offered three-month Payment Arrangement for the remaining balance on your accountThank you for sharing your concerns with usCommunity Services Team, Laclede Gas/Missouri Gas Energy

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:
You have been trying unsuccessfully to reach MGE to schedule
a turn on of your gas service
RESOLUTION: On 11.10.15,
I called you and apologized for your inability to reach MGE to schedule your
turn on of service. An MGE Customer
Service Representative called you on 11.11.15.
Your gas service is scheduled for turn on 11.16.15. I offered to assist you in creating an
account in Customer Connection, MGE’s new online account management system, but
you declined my assistance at this time
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

Again, I have attached an analysis of your bills and payments, which I have also emailed to you. I have added your most recent bill showing a new account balance of $213.82. Again, I offer you four months to pay off your balance due to you not receiving bills for two months. Your duplicate payment in October, plus all other payments you are stating you have made, are duly accounted for on the attached analysis. If you do not pay the balance due or enter into the offered payment arrangement, your account will go into disconnect status. Thank you

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 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 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

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

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 05.13.16, 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

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

[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]

[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 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.
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]

[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]

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 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 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