Spire 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

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]

Good afternoon, Please, see the attached document.  Thank you! Alicia [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. If all of the payments I have made are included in that total I am definitely willing to set up the payment arrangement. However there needs to be a way someone accidentally cancels my account in error again if someone claims to be moving in my home. Is there any way to prevent more future problems? If you could give me a call, I have been trying to get in touch with you via phone and email.  
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 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

[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. I never knew of the disconnect notice. This issue has been resolved. 
Regards,
[redacted]

On 03.25.16, MGE emailed you a letter responding
to your rejection of MGE’s initial response to your complaint.  The letter included:
a)      a
copy of an email communication between MGE and our third party debt collection
service regarding collection and reporting
efforts on your MGE account,
b)      an
explanation of how the debt was attached to your MGE account, and
c)       an
identification of the specific person at MGE with whom you can communicate
regarding your complaint.