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

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

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

[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 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 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 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 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 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

We still have reason to believe according to our phone records and notes that another phone call was made to MGE to correct  such date once it was clear we were not  going to be in possession of the property, as that was done with all other utilities and some how MGE is the only one claiming it never happened. After speaking with this "supervisor",in addition to being called back by Kayla, with Kayla leaving a nasty rude message on my phone (after I expressed that Kayla was disrespectful and asked for her supervisor, she continued to call my phone,), it appears that MGE is going to stand by their actions regardless of our evidence. Its simply sad and disappointing that a company such as this will take advantage of customers. Its worse that the company continues to be so rude and disrespectful. We do not have another company we can go to and MGE knows that and treats us, as well as several other customers, like this and continues to bully. Its unacceptable BUT it was made clear that this is how MGE does business while on the phone call that was recorded with Kayla as well as with the last lady who called me. I was also falsely accused on the phone of owing over $175 to MGE and even as of the date of the accusation, we showed no balance with MGE and showed a clearing of over $175 in my bank account of where MGE took money. For those reasons above, I do not accept such response but do consider this complaint closed. I do not feel I should have to worry about my gas being turned off because I have a dispute with a company and that is how MGE has made me feel about filing this complaint. 
Regards,
[redacted]

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 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 12145087, and find that this resolution is satisfactory to me.
Regards,
[redacted]

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

[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 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

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]

[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 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