Spire

Laclede Gas Company Community Services Department Revdex.com Received 09/27/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Ms***__ filed a complaint with the Revdex.com stating on 07/12/17, she called the Company after receiving a bill when her gas had been turned off since 11/ The Representative advised her that since she had been on budget prior to the account was the reason for the account balance Upon receipt of the complaint I reviewed the account and found the following: On 01/16/17, Ms***’s son called the Company due to a gas odor The technician arrived and evacuated the premise; Ms***_ was sent to the hospital due to her stating she had symptoms but her son refused treatment There was a leak to the fuel run to the boiler which is the only gas appliance.On 01/18/17, a technician arrived to repair the boiler Ms***_ advised the technician she would replace the boiler and call back when it was time to restore the serviceNOTE: She did not call in to close the account so the account continued to bill monthlyOn 02/10/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of ($93.30).On 02/23/17, a payment posted for $60.00.On 03/13/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of ($129.27).On 03/15/17, a payment for $posted.On 04/12/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of ($165.24).On 04/17/17, a payment of $posted.On 05/11/17, a bill was rendered in the amount of $for CCF; there was a credit balance of $201.21.On 05/22/17, a payment of $posted.On 06/13/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of $237.04.On 06/16/17, a payment of $posted.On 07/13/17, a bill was rendered in the amount of $for CCF; the account had a credit in the amount of $319.05.On 07/14/17, a payment of $postedOn 07/17/17, MsHunter called the Customer Service department to inquire on why she was still receiving bills when the account was closed The Representative erroneously advised her that it was due to her being on budget billing The Representative failed review the ticket from the technician and close the account effective 01/18/where it was noted that Ms***_ advised the technician that she would call back when she was ready to restore the service.On 08/11/17, a bill was rendered in the amount of $for CCF; the credit balance amount was $354.63.On 08/15/17, a payment of $posted.On 09/13/17, a payment of $posted.On 09/13/17, a bill was rendered in the amount of $for CCF; the account balance was a credit in the amount of $ On 09/29/17, I forwarded Ms***’s concerns to the Billing Supervisor and explained the above to him I requested the account be closed and the billing be stopped effective 01/18/The account closed and the billing was adjusted; Ms [redacted] now has a credit on the account in the amount of $I left a message for Ms***_ advising her of the above findings I left my call back number for her to call if she had additional questions or concernsDistribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATIO

Laclede Gas Company Community Services Department Revdex.com Received 08/08/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Mr [redacted] filed a complaint with the Revdex.com disputing charges for Home Sale Inspections (HSI) He stated that on 5/26/17, Laclede Gas provided inspections for buildings that he was in the process of purchasing Mr [redacted] was quoted $per building and $per minute for the first minutesHe received multiple bills were received in excessive amounts and without breakdown of the chargesMr [redacted] contacted the Company on 6/27/after receipt of the bill in the amount of $1,to dispute the charges; he requested a breakdown of the charges and was placed on hold for 30+ minutes and was given the run around with an explanationMr [redacted] was advised that a Manager would call him back with specific information; a manager called and left me a message stating the charges were accurate and provided no specific informationMr [redacted] again called disputing the charges on 7/5/at PM with the same response after having to repeat the entire situation again and being on hold for an excessive amount of time he again advised that someone would call him back and the charges were placed in dispute Mr [redacted] spoke with a Representative [redacted] who stated she would place the charges back in dispute and email him the breakdown of the chargesMr [redacted] states he was again placed on hold for an insane amount of time and never received the promised email of the breakdown of the chargesOn 7/20/17, he received a collection notice from [redacted] group regarding this matterHe is insulted and infuriated that after his countless calls of dispute and requests for resolution with the intent of paying the appropriate amounts that could be verified as accurate, the balance was sent to collectionsMr [redacted] called AGAIN for the fourth time on 7/20/and explained the entire situation again to the attendantShe placed him on hold for 40+ minutes while trying to resolve the issue The matter still has not been resolved To resolve his complaint, he is requesting Laclede Gas provide him with the specific charges billed in an itemized statement He is requesting his account be pulled from the Collection agency My investigation of Mr***’s complaint revealed that the billing was originally billed as follows: The first technician inspected [redacted] ($150.00) 2nd floor ($52.28), [redacted] ($52.28) 2nd floor ($69.70) [redacted] 1st ($78.41) and 2nd floor ($150.00)The second technician inspected [redacted] ($150.00) 2nd floor ($150.00)The third technician inspected [redacted] ***; he combined the billing in the amount of $which includes the $and $for labor Upon receipt of the complaint, I left a message advising Mr [redacted] that the charges were being fully investigated and I would contact him back with my findings I forwarded his concerns to the Foreman over the technicians that worked on the inspections that that billed $1, The Foreman advised me that Mr***_ was properly advised that if units (Duplex) the 1st inspection is $150.00, the other units are $per minute Mr***_ was billed more than what was quoted due to different technicians inspecting the buildings; technician charged the $inspection fee for multiple units He advised me that after reviewing the tickets Mr [redacted] should had been billed $1, There was a total of units inspected with several leaks found and noted Below is a breakdown of how the units should have been billed Below is how it should have been billed: [redacted] 1fl $ [redacted] 2fl $(minutes) [redacted] 1fl $52,(minutes) [redacted] 2fl $(minutes) [redacted] 1fl $(minutes) [redacted] 2fl $(minutes) [redacted] 1fl $ [redacted] 2fl $(minutes) [redacted] 1fl $ [redacted] 2fl $(minutes) [redacted] 1fl $(minutes) [redacted] 2fl $(minutes) Totals $1,098.30; as a Customer Service gesture and for Mr***’s inconvenience I corrected the billing by waiving of the $charges that was billed lowering the amount due to $ On 08/15/17, I spoke to Mr***_ and explained the above findings I advised him that although he should have been charged $1,098.30; removing of the $charges would lower the amount to $ Mr***_ was pleased with the outcome and thanked me for the investigation and correcting the chargesDistribution: [redacted] l, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

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 Sincerely, [redacted]

Tell us why hereLaclede Gas Company Community Services Department Revdex.com Received 04/22/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: MrP____ filed a complaint with the Revdex.com stating he is having trouble scheduling an appointment to start gas service although he has a zero balance and has not been disconnected in the pastMrP____ scheduled an appointment for 11/01/AM, the technician did not call and arrived the next day11/02/at 10:PMAnother appointment was scheduled for the next available date which was 11/04/AM; the technician arrived at 8:PM so the gas was still not turned onThe appointment has now been scheduled for 11/08/and he is not sure if the Company will arrive at the scheduled time Investigation Details: My investigation of MrP___’s complaint revealed the following: • On 10/30/17, MrP____ contacted the Customer Service Department requesting to start new service on 11/01/The appointment was scheduled for 11/01/ • On 11/01/17, the start service ticket states the technician arrived at 10:PM; he did not gain access so he left a tag on the door requesting a call to reschedule • On 11/03/17, MrP_____ rescheduled the appointment for 11/04/ • On 11/04/17, the technician arrived at 8:PM; there was no answer at the door or phone so the technician left a tag on the door requesting he call again to reschedule • On 11/06/17, the appointment was scheduled for 11/08/AMMrP_____ requested to speak to a Supervisor • On 11/06/17, a Supervisor called MrP____ and placed the start service on the Emergency Board to have the gas turned on that day due to Company error for prior appointments • On 11/06/17, the gas service was started for MrP.______ On 11/08/17, I spoke to a Forman that advised me since the Cold Weather Rule started 11/01/17; there has been a high-volume dayMrP___’s appointment was actually scheduled as All Day appointments from 7:AM to end of routeOn 11/01/the technician was pulled off his route due to emergency callsThe technician arrived that late attempting to complete all jobs on the route I spoke to MrP______ and apologized for the inconvenienceI explained the above findings and waived the $initiation feeMrP____ was satisfied and thanked me for working with him Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] ____________________________________________________________________________ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms [redacted] ’s complaint filed with the Revdex.com is concerning transferred balance in the amount of $ [redacted] has been a family resident for years The balance in question was in her mother’s name and the Company transferred it into her name Ms [redacted] stated that the transfer reflects a balance of $and $and no one can give her an explanationTo resolve her complaint, Ms [redacted] is requesting the charges be reversedInvestigation Results: My investigation of Ms***’s complaint revealed the following: Upon receipt of the complaint I found that the transferred balance was from an account that was in Ms***’s name from 11/07; the gas service was disconnected in 2008; the debt remained unpaid I reviewed the archives and the debt as well as the transferred balance in and the amount is $ I questioned the Representative that transferred part of the debt ($256.53) and she advised me that she transferred $erroneously because the system did reflect $ I have requested that the full amount be transferred since it is an unpaid debt for gas that was used by Ms*** I reached out to [redacted] to see if Ms [redacted] qualifies for assistance( [redacted] ***) On 11/07/07, gas service was established for Ms***On 04/30/08, Ms [redacted] contacted the Customer service Department inquiring about the amount needed to avoid disconnectionOn 05/13/08, the gas service was disconnected for non-payment ($726.24)On 05/19/08, a final bill was rendered in the amount of $On 05/30/08, Ms [redacted] inquired about the amount needed for reconnectionOn 07/02/08, the account was forwarded to an outside collection agencyOn 07/05/08, Ms [redacted] contacted the Customer Service Department stating she was moving The Representative advised her that the gas had been off since 05/13/ ( [redacted] **.) o NOTE: On 12/09/92, gas service was established for [redacted] (mother)On 06/17/15, the gas service was disconnected for non-paymentOn 06/18/15, a final bill was rendered in the amount of $On 07/02/15, a late fee in the amount of $was assessed increasing the balance to $· On 07/27/15, a payment in the amount posted lowering the balance to $· On 08/28/15, a Ms [redacted] made a payment in the amount of $237.64; she requested the gas service be placed in her name since her mother had Alzheimer’s· On 08/29/15, gas service at [redacted] was established for Ms [redacted] erroneously a un paid debt in the amount of $from an account that closed in from [redacted] Drdid not transfer to her active account at [redacted] · On 04/07/16, an agency called in to inquire about the amount needed to avoid disconnection The Representative entered Ms [redacted] social security number and the account with the unpaid debt also pulled up The Representative noted that she was transferring the write off debt and transferred $· On 04/18/16, Ms [redacted] contacted the Customer Service Department disputing the transferred debtMs [redacted] advised the Representative that there was a group of people at [redacted] stealing gas The Representative advised her to file a police report Ms [redacted] requested to speak to a Supervisor· On 04/25/Ms [redacted] called the Customer Service Department disputing the charges The Representative advised her that the account was in her name, Ms [redacted] stated that the neighbors also stole her electric and cable The Representative advised her to file a police report· On 05/09/16, Ms [redacted] filed a complaint with the Revdex.com On 03/03/16, I left a detailed message for Ms [redacted] and explained the above information to her in detail I explained that the amount that should have transferred was $and not $256.53; I have reached out to Community Action Agency to see if Ms [redacted] is eligible for assistance; if she is not eligible we can establish long term arrangements I left my contact number of 314-342-for her to call me to discuss the debt furtherDistribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com Received 1/9/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Ms [redacted] contacted the Revdex.com and complained that an overflow valve to one of her water heater was damaged by a Laclede technician while at the premise for an inspection Ms [redacted] stated that the technician was at her home in March 2015; however, since the appliance was damaged by the Company’s technician, she feels the work should be performed at no cost to her Ms [redacted] stated that she first contacted the Company on 12/16/and was told that a Foreman would call her back, but it has been weeks and no one has called her She also stated that she tried to set up an appointment for the repair but the CSR would not schedule the order because the account is active in someone else’s name which she does not understand because she is the owner Ms***_ states that she cannot turn off the water because someone is occupying the unit; however, water has been consistently running for weeks nowTo resolve her complaint, Ms [redacted] wants the Company to send a technician to fix the overflow valve as soon as possible Investigation Results: · On 1/9/17, I referred Ms***_’s Revdex.com Complaint to Service Department Administrator for her area and requested that investigate and/or contact Ms [redacted] right away regarding this matter The Administrator made an unsuccessful attempt to reach her the same day and left a message for her to return his call · On 1/10/17, the Administrator reported that he had spoken to Ms***_ and that he had scheduled an appointment for 1/11/ · On 1/11/17, the Administrator notified me that a technician went to the premise and replaced the pressure relief valve; Ms [redacted] was satisfied with the resolution of her complaint Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] ____________________________________________________________________________ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms [redacted] filed a complaint with the Revdex.com stating that she has been having issues with the Company for over two years She has paid the Company close to $3,000.oo; two months ago she paid $because she needed to pay 60% to be placed on the Cold Weather Rule payment plan (CWR) and she is not in threat of disconnection again; if you make an arrangement under cold weather then you shouldn't have these issues The Company is harassing her and leaving notes on her door, she does not believe she owes as much as the company is claiming She got behind on all her other bills when she paid the $and the Company is requesting her plan amount be $instead of $ She has heard numerous stories about the Company and does not have any other choice but to use the Company To resolve her complaint, she wants to stop being harassed and set up on the CWR plan Upon reviewing the account I found that Ms [redacted] filed a complaint with the Revdex.com on 02/08/( [redacted] ) stating that she had a roommate named [redacted] that was supposed to have been responsible for the gas billHowever, the gas bill was never paid and her roommate was incarcerated and when he was released he moved back to MinnesotaMs [redacted] contacted the Company to transfer the service into her name and was advised that the balance was $1, She was shocked that the balance had accumulated to that amount but she was able to come up with $1,to avoid disconnection Ms [redacted] states that the Customer Service Representative was rude and the Company bullied her by threating to disconnect her gas service on numerous occasions Her mother paid $towards the balance and was told that it was not enough to establish payment arrangements Ms [redacted] spoke to a manager and arrangements were set for $per month starting in November; she was late with her payment and received a bill on 01/26/requesting payment in the amount of $She then received a letter stating that her budget was due to cancel due to irregular payment Ms [redacted] stated that she went to talk to someone in person a few months ago only to find out that there is no such place and now she does not trust the Company because they have no compassion for people they serve even when they have made great strides to just to pay a gas bill NOTE: At that time to resolve her complaint, she wanted her budget billing reinstated and wanted an apology Investigation Results: My investigation of Ms***’s complaint revealed the following: On 10/30/15, Ms***_‘s account was placed on the Cold Weather Rule (CWR) plan for $a monthOn 11/24/15, a bill was rendered in the amount of $926.76; the amount due was$On 12/19/15, a payment in the amount of $postedOn 12/28/15, a bill was rendered in the amount of $869.23; the amount due was$151.40, which included a late feeOn 01/26/16, a bill was rendered in the amount of $981.83; the amount due was $On 02/03/16, a letter was mailed to Ms***_ alerting her that her budget was cancelling due to irregular paymentsThe letter advised her to pay the balance due or the arrears ($302.83) to reestablish her plan On 02/06/16, a payment in the amount of $postedOn 02/08/16, Ms***_ contacted the Customer service Department, requesting to speak to a Supervisor due to her budget cancellingOn 02/09/16, a Supervisor called Ms [redacted] and left a message on her voicemailOn 02/10/16, Ms [redacted] filed a complaint with the Revdex.comOn 02/11/16, Ms***_ called again and requested to speak to a Supervisor, the Representative took a messageOn 02/12/16, I spoke to Ms [redacted] and apologized for any rude service she may have experienced I explained that her budget cancelled due to her not paying the required amount monthlyMs [redacted] understood and thanked me for the explanation and stated that she understood the reason for the budget cancellation I advised Ms [redacted] that I had reset her budget to $a month to start with her 02/24/billOn 02/24/16, a bill was rendered reflecting a budget amount of $was dueOn 03/08/16, a payment in the amount of $postedo NOTE: There were no other payments made until 09/2016; On 05/18/16, a letter was mailed to Ms***_ alerting her that her budget was cancelling due to irregular paymentsOn 09/06/16, the severance process was startedA letter was mailed warning that if $was not paid on or before 09/20/16; the gas service could be interruptedOn 09/06/16, a payment in the amount of $postedOn 09/13/16, a payment in the amount of $postedOn 09/15/16, a 96-Hour notice was mailed advising her that her service was still in threat of disconnectionOn 09/19/16, Ms [redacted] contacted the Customer Service Department inquiring about arrangements; she was advised that under the CWR plan she needed to pat 80% of her past due amount of $which was $minus the $in payments = $ Ms [redacted] requested to speak to a SupervisorOn 09/19/16, a Supervisor called Ms***_ and confirmed that she needed to pay an additional $to avoid disconnectionOn 09/19/16, a payment in the amount of $posted The account was placed on a month payment arrangement of $plus current charges which defaulted due to insufficient paymentso NOTE: There has been no other payments made is why Ms***_ is in threat of disconnection To stop the disconnection Ms***_ can pay $on or before 12/29/under the CWR Her disconnection notice is requesting she pay $which is the past due amountOn 12/15/16, the severance process was started A notice was mailed warning Ms***_ to pay $on or before 12/29/ Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] 3/24/___________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Mr [redacted] complaint filed with the Revdex.com is concerning a $insufficient funds fee He stated that he attempted to pay his bill on-line but the process was confusing Mr [redacted] stated that he accidentally entered the wrong account number so when we attempted to withdraw the funds, there was no existing account number; this oversight resulted in the $non-sufficient fee He called the Company and attempt to resolve the issue and told that the bank had charged the Company a $fee, thus the charge was passed on to him; however, his bank advised him that they did not charge a fee To resolve his complaint, Mr [redacted] wants the $fee waivedInvestigation Results: A review of Mr***’s payment history indicates that since being turned on at this address, he has never had a payment returned due to insufficient funds On 3/8/16, Mr [redacted] submitted a payment of $through the on-line bill payment system and the details for the returned payment confirmed that when we attempted to withdraw the payment, the account number he provided did not exist He was subsequently billed a $insufficient funds fee, as well as a late fee of $On 3/21/16, Mr [redacted] paid his account in full, $100.53, which included the fees and pres Based on Mr***’s good payment history with the Company both fees have been waived and since he already paid the bill in full, he now has a credit balance on his account of $On 3/23/16, I made an unsuccessful attempt to reach Mr [redacted] to advise him of the allowance; however, the credits will be reflected on his next bill, which will be rendered on 4/7/Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com Received: 07/12/ CASD Investigator: [redacted] Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential Comments / Resolution: Ms [redacted] ***’s filed a complaint with the Revdex.com stating that she is renting a house at [redacted] that he sister previously lived in The gas service was disconnected for non-payment and she is unable to put service in her name until her sisters bill is paid She spoke to several Customer Service Representatives and is receiving different information on why she is unable to obtain gas service To resolve her complaint she wants to establish gas service This matter was resolved on 06/03/after Ms [redacted] ***_ (sister) spoke to a Customer Service Supervisor He noted that he spoke Ms***_ [redacted] and advised her that he would approve gas service for [redacted] (boyfriend) He advised her that to avoid collection activity her debt needed to be paid within days; she advised the Supervisor she would pay in weeks Account Details: · On 06/02/16, ***_ ***_’s gas service was disconnected for non-payment · On 06/02/16, Ms***_ [redacted] contacted the Customer Service Department to inquire about the amount needed to restore the service The Representative advised her $ · Later on 06/02/16, Ms***_ [redacted] called again and advised the Representative that her gas bills are paid every month The Representative advised her that the last payment was made on 03/04/ Ms***_ [redacted] was upset and requested to speak to a Supervisor The Supervisor reiterated that $was needed to restore her service · On 06/03/16, [redacted] called to start service in his name Reviewing the account the Representative found that he is [redacted] ***_ or ***_ ***’s boyfriend and possibly already resided there so due to benefit of service he was required to provide proof that he was just moving in and proof of his previous address Mr [redacted] became irate and ended the call · Later on 06/03/16, ***_ [redacted] called in and spoke to a Supervisor and agreed that since a paid deposit would credit towards her balance that when [redacted] calls back he could establish gas service · On 06/07/16, gas service was established for [redacted] *** DISTRIBUTION: [redacted] THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page of

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] 3/29/___________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Mr [redacted] complaint filed with the Revdex.com is concerning damage to a concrete slab in the street, which he alleges was the result of the Company installing new lines to homes in the areaMr***_ stated that he placed a call to the Company and a Representative came out and stated that he looked at the google maps street view and because he did not see a concrete slab, he did not submit a claim because it would be rejected Mr [redacted] states that he looked at the map and understands his point of view; however, while the slab was covered with dirt and grass (they were out of the country for a few years so the yard was not in tip top shape) it was still there and now it’s not MrC___ states that he never complains about little things like this; he just stop doing business with companies who do not give him the appropriate service but because this is a utility company, he have no other choice but to accept being called a liarTo resolve his complaint, Mr [redacted] wants the concrete slab replaced and wants an apology because he feels he is basically being called a liarInvestigation Results: Mr***’s Revdex.com complaint was referred to the Regional Customer Service Coordinator - South Field Operations for investigation and responseOn 3/24/16, the Coordinator reported that he had discussed the complaint at length with the Construction Foreman and determined that the damage that Mr [redacted] is stating that we caused is simply not the caseThe Coordinator reported that he went to the location and looked at the area where the sidewalk has settled and determined that the area of the sidewalk approach between the street and walking sidewalk show years of settling, as well as the surrounding areas around the driveway and other areas surrounding Mr***s residence The Coordinator reviewed the sketch with informational blocks that give reference to the work performed, along with the image data from August 2015; we completed our work in October 2015, two months afterwards and the image clearly shows the damage in the area before we began the main upgrades in this area In summary, the Coordinator stated that he spoke with Mr [redacted] and explained that if the facts would have indicated that we had caused the issue, then we would have no problem taking responsibility and we would replace/repair the areas in question but in this case, he agreed with our Foreman and crew and denied any responsibility regarding this alleged damageDistribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Good afternoon, I've attached Ms [redacted] 's complaint report Please, let me know if you have any questionsThank you

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] ____________________________________________________________________________ Customer Info: Account ID: Complaint ID: [redacted] Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms [redacted] contacted the Revdex.com and complained that on 4/29/16, she mailed a money order in the amount of $intended for [redacted] MO to Laclede and mailed the payment intended for Laclede to [redacted] by mistake Ms [redacted] stated that she realized her mistake and called the Company about this on 5/25/and the Customer Service Representative (CSR) whom she spoke to advised her that the money had already been applied to her account She is questioning how this could have occurred if the payment was made out to [redacted] She also believes the CSR lied because why would she need her receipt number? Ms [redacted] stated that she gas the CSR her account information and the CSR pulled up her information and advised her that the money was applied to her account She claimed she was told that she owed around $but her bill is around $To resolve her complaint, Ms [redacted] wants her money order returned and wants to know her account balance Investigation Results: My investigation of Ms***’s complaint revealed the following: · On 3/1/16, the gas service was started at [redacted] in Ms***’s name· At the time the service was started, she transferred in a balance of $from [redacted] ***___· On 3/18/16, a bill was rendered reflecting a total balance due of $168.71, which included a $service initiation fee, to be billed in four installments of $ The previous balance at [redacted] ***_ was $256.11, less a payment of $203.00, balance due $ The final bill for [redacted] was $(service dates 2/21/– 3/2/16), balance due for [redacted] was $ The current charges for [redacted] was $+ $service initiation fee, bringing the total due to $ The payment was due by 4/4/16; the delinquent date was 4/11/· On 4/4/16, a $payment was posted to the account, leaving a balance due of $· On 4/19/16, a bill was rendered for current charges in the amount of $79.12, total balance $147.83, the amount due was $ The due date for the payment was 5/4/16; the delinquent date was 5/11/· On 5/18/16, a bill was rendered for current charges in the amount of $56.17, total balance $204.00, the amount due is $by 6/2/16; the delinquent date is 6/9/· On 5/25/16, Ms [redacted] contacted the Customer Service Department regarding her account and the notations made by the CSR contradict the allegations made in her complaint The CSR noted that she advised Ms [redacted] that there was no record of a $payment being received, which she indicates was mailed around 4/29/ The CSR explained that if we received the payment made out to [redacted] we would have forwarded the payment The CSR advised Ms [redacted] to check with [redacted] to verify if the payment was forwarded The CSR noted that when she attempted to obtain additional information to submit to the Cashier Department to research if we had received the money order, Ms***_ started yelling, use profanity towards her and hung up the phoneOn 5/31/16, I placed a call to [redacted] and explained the above information to a Supervisor and asked if they could confirm if a $payment was posted to the account around this time frame; the Supervisor confirmed that a $payment was posted on 5/6/ I then made an unsuccessful attempt to reach Ms [redacted] to review the above information with her I left her a detailed message advising that [redacted] confirmed receipt of a payment of $on her account on 5/6/ I also advised her that as of 5/31/16, her gas account balance is $and that copies of the bills rendered on the account since being turned on at this address would be mailed to her for her records I left my call back number for her to call me back if she has any additional questions Ms [redacted] returned my call after work hours and acknowledged that she received my message; however, she requested that I call her back to discuss her complaint further, specifically, the manner in which the CSR handled her callOn 6/1/16, I telephoned Ms [redacted] as requested but again there was no answer, left another message for her return my call When she calls back, I will review the above information with her and address any other areas of concernDistribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Final Consumer Response / [redacted] (1500, 9, 2016/01/15) */ Business seems to have fixed the problem satisfactorily, I am just waiting to see the item actually removed from my credit score

Tell us why hereLaclede Gas Company Community Services Department Revdex.com Received: 03/17/ CASD Investigator: [redacted] Customer Info: Account ID: [redacted] Rate: GH Residential Complaint ID: [redacted] Comments / Resolution:Mr [redacted] contacted the Revdex.com with the following concerns:· He received a letter from the Company stating that he needed to set up an inspection on his account.· He tried calling a few times over a few weeks to schedule the order but could not get through; he was on hold for at least hour.· He has now received a letter stating that his service will be disconnected if he does not set up the appointment; he has an infant in the home and cannot be without heat.· Mr [redacted] believes a large company such as Laclede Gas going through a mandated inspection process should significantly staff themselves to meet the requirement of their own request and not threaten their customers.To resolve his complaint, he wants an apology in writing, corrective measures as part of the company policy.Account Details:· A review of the records for Mr [redacted] 's account revealed that his premise was due for a piping inspection; the piping was last inspected on 07/05/13.· On 01/25/16, a letter was mailed to him asking that he call to set up the appointment for the inspection; no response was received· On 02/08/16, another letter was mailed to him requesting that he call to set up the appointment; no response was received· On 02/17/16, a notice was mailed to him warning that the service would be disconnected if an appointment was not scheduled.· On 02/29/16, a final disconnection notice was mailed advising that him service would be disconnected if the appointment was not scheduled by 03/18/and that if the service is disconnected, he will be charged a reconnection fee to have the service restored.· On 03/04/16, Mr [redacted] ’s girlfriend [redacted] called the Customer Service Department and scheduled the piping inspection for 03/09/16.· On 03/09/16, the piping inspection was completed.On 03/24/16, I spoke to Mr [redacted] and apologized for his inconvenience I explained that this time of the year due to the cold weather, the call volume increases is the reason for the long wait time he experienced while seeking assistance from the Customer Service Department I gave Mr [redacted] my direct number [redacted] to call if he has additional questions or concerns Mr [redacted] thanked me for the call; an apology letter is being mailed to him o NOTE: Piping Inspections are required at least once every years in compliance with the Missouri Public Service Commission to ensure continued safety Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page of

Tell us why here Laclede Gas Company Community Services Department Revdex.com Received 11/21/ CASD Investigator: [redacted] ***_____________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ / Resolution: MrW­­__ filed a complaint with the Revdex.com stating he hired Spire to perform a gas inspection prior to purchasing his home at [redacted] M_____ StMrW__ states prior to the inspection there was a strong odor of gas which Spire sent a technician out to investigateThe technician noted on the report there were no leaks found despite the noticeable strong odor as soon as the front door was openedImmediately after Spire’s inspection, MrW__ states he visited the property and noticed the strong odor had not ceasedHe contacted Spire’s emergency line to report the gas odorSpire dispatched two service technicians who initially stated they didn’t know how gas could be smelled considering the gas has been offThe service technicians discovered contrary to their system, the gas had not been shut off at the propertyThe service technicians entered the home and acknowledged the strong odorMrW__ states the technician advised they could not find the gas leak and stated they will shut the gas off and the technician that will be assigned to turn the service back on will check for any leaksSince Spire’s inspector failed to locate the leak and erroneously marked their inspection as “passed”, the original owner had no liability to correct the problem and MrW_____ were held by contract to complete the sale and take possession of the propertyRecently, he had a licensed plumber come to assess the water heater in the home and the plumber found there was a major gas leak in the appliance that should have been discovered by Spire’s technician Account Details: On 9/19/17, Spire performed a Home Sale Inspection at [redacted] M__ Ln., and noted that all appliances passed.On 9/19/17, later in the day MsW__ reported a slight odor of gas insideA Spire technician was immediately dispatched and found a leak in the fuel run, leaving the gas service off for repairsOn 10/03/17, MsW__ contacted customer service and requested gas to be established in her name effective 10/7/17.On 10/7/17, a technician completed a gas safe inspection and turned the gas onOn 11/20/17, MsW__ contacted the office and was upset because she did not have hot waterShe was advised that there would be a service charge; MsW__ advised the Representative that she should not be held responsible for fees to repair the water heaterShe stated that she would not have purchased the property if she would have known the water heater required repairsThe Representative sent the information to a Foreman and requested charges be waivedThe customer also requested a letter stating the gas service was successfully turned on effective date 10/7/17.On 11/21/17, the foreman contacted the customer and arranged to replace the gas valve on the water heater at no chargeThe foreman indicated the valve at the water heater cycled off and on was the reason the leak could not be detected at the time of the inspectionOn 11/21/17, MrW__ filed a complaint with the Revdex.comOn 11/27/17, a technician was routed to the address of [redacted] M__ Lnand replaced the water heater valve at no charge Resolution: On 11/29/17, I contacted MrW__ to discuss his complaint in which MrW__ requested the water heater to be replacedThis was requested was denied by the foremanMrW__ then requested to speak with someone higher regarding his concern of his family and his complaint of the water heater valve which was installed on 11/27/MrW__ demanded a return call by 3PM or he would contact his attorneyThe foreman contacted Mr__ who agreed to waive the $Home Sale Inspection fee and to issue a six (6) month warranty on the water heater valve Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ Laclede Gas Company Community Services Department Revdex.com Received: 11/16/ CASD Investigator: [redacted] Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Ms [redacted] filed an inquiry with the Revdex.com stating the following: She contacted the Customer Service Department inquiring about the amount needed to stop disconnectionThe Representative advised her to pay $109.00, and the remaining balance would be placed on a payment arrangement When she called back she spoke to another Representative that advised her she needed $ Ms [redacted] states that she only has $109.00; she is only receiving unemployment benefits for $per week She wants to know how she can be quoted different amounts by Representatives from the Company Ms [redacted] will not receive her next unemployment check until next week and the Company will not work with her To resolve her complaint, Ms [redacted] is requesting that the Company accepts the $109.00; the amount she was originally quoted Upon reviewing the records for Ms [redacted] account, I discovered that on 11/16/the matter had already been resolved by a Customer Service RepresentativeShe made a payment with a Customer Service Representative of $136.83, the disconnection was cancelled and Ms [redacted] was placed on the Cold Weather Rule (CWR) plan which is the most lenient plan available A review of Company records revealed the following: On 11/02/15, the severance process was started on the account and a disconnection notice was mailed warning that the service would be disconnected unless a payment of $was received on or before 11/16/ On 08/03/15, Ms [redacted] contacted the Customer Service Department inquiring about her account balanceThe Representative advised her that her account balance was $and the amount to stop the disconnection was $181.95, the Representative advised her that the minimum would be 60% of the balance which was $by 11/16/ On 11/16/15, Ms [redacted] contacted the Customer Service Department and the Representative advised her that the minimum to stop the disconnection under the CWR plan was $ Later on 11/16/15, Ms [redacted] called the Customer Service Department and made a payment of $136.83; the disconnection was cancelled and her account was placed on the CWR plan Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms [redacted] complaint filed with the Revdex.com is concerning a delay in having her service reconnected She stated that the [redacted] advised her on 1/7/that they had made a pledge on her account and to call the Company to schedule her order and when she did, a CSR advised her to call back on 1/8/to schedule the order Ms [redacted] stated that when she called on 1/8/16, the Company refused to schedule her tuorder the same day She called again and the CSR confirmed that a pledge had been made, but told her she would have to call back on Monday; Ms [redacted] stated that she believes she is getting the run around To resolve her complaint, she wanted the service turned on immediately Investigation Results: My investigation of Ms [redacted] complaint determined that on 4/20/15, she contacted the Customer Service Department and requested a turn-off for her premise at [redacted] On 4/21/15, a technician was dispatched to complete the order; however, upon arrival there was no access to the meter, nor could he disconnect the service at the service pointErroneously, Ms [redacted] account was stopped in our billing system even though the gas service remained on at the premise On 4/21/a final bill was rendered in the amount of $ On 5/1/15, a late fee of $was assessed on the bill as it remained unpaid; total due was $ On 11/3/15, Ms [redacted] called to schedule a turn-on; the order was scheduled for 11/6/because the Company had been notified of a forthcoming Energy Assistance pledge of $ o Note: The CSR who scheduled this order failed to discover the error made in April On 11/6/15, a technician was routed to the premise to complete the tubut was unable to do so because there was no accessLater that morning, Ms [redacted] contacted the Customer Service Department and stated that she was in the hospital and would call back to re-schedule the order after her child was born On 11/20/15, when the pledge payment was received, it was rejected and sent back to the state in that as part of our agreement with the State, the gas service must be active when the payment is received On 1/7/16, Ms [redacted] contacted the Company to schedule her turn on; however, since the pledge had been returned, she was advised that she must notify the agency to re-submit and/or notify the Company of the forthcoming pledge Ms [redacted] called back the same day at 4:PM and the CSR noted that she advised there was no record of a pending pledge On 1/8/16, a party identifying himself as Ms [redacted] father called in to report a gas odorA technician was dispatched to Ms [redacted] premise to investigate the odor and found no leaksWhile at the premise, it was discovered that the gas had been on since 4/21/and that Ms [redacted] had not been billed for the usageThe technician was instructed to leave the gas off because no one had ever called to have the service re-established for billing purposesLater the same day, Ms [redacted] father called again regarding scheduling a tuorder and was advised that Ms [redacted] would have to call to schedule the orderMs [redacted] then called and was told that she would have to await the results of an investigation by the Company as to how much usage had occurred since April and by whom On 1/11/16, Ms [redacted] called again and was advised that the investigation was on-going and to call back in a couple of days for the results and/or to schedule the order On 1/14/16, the tuorder was scheduled for 1/15/with instruction to back bill Ms [redacted] for the usage since 4/21/as it was determined that she had not moved and was still occupying the premise On 1/15/16, the service was turned back on in Ms [redacted] name, using the $energy assistance pledge as the initial payment On 1/19/16, the rebill was completed; total cost of gas service from 4/21/- 12/29/was $357.92; the total balance due on the account is $ Ms [redacted] will be placed on the CWR budget plan using the $energy assistance pledge as the down payment; the budget plan will begin with her next bill, which will be rendered on 1/28/ Note: As Ms [redacted] gas service has already been restored, I did not contact her Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com Received 9/22/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Mr [redacted] contacted the Revdex.com and stated the following: He said he called the billing phone number on Labor Day to make a paymentFirst on his credit card it said the payment was denied, then a second payment was attempted but not completedMr [redacted] says he called back and completed the paymentMr [redacted] contends his debit card notified him that two (2) payments were made and he was double billedThe second payment bounced his banking accountMr [redacted] states he immediately called but found out no one was available until AM on 9/5/17.Mr [redacted] states he later found out he was billed three (3) timesMr [redacted] also includes in his complaint that Spire will credit account for future billing and this has caused him to lose money due to the company’s failureHe states Spire refuses to do anything NOTE: IVR is a customer initiated automated payment optionThe processing fee is $to make a payment up to $1,hours/days a week Investigation Results: We show records that indicate a payment in the amount of $was made at 4:34:AM on 9/4/using a credit card ending in This payment was processed and posted on the account immediately with a confirmation number of [redacted] .The second payment of $was made on 9/4/at 4:44:AM using a pin less debit card ending in ***The payment was immediately posted on Mr [redacted] account and the confirmation number was [redacted] .The third payment was processed on 9/4/at 4:48:in the amount of $The payment was immediately posted toward the account balance and the confirmation number provided was [redacted] .The total amount paid on the account on 9/4/was $The amount due on the account was $With the payment of $posting on the account, a credit balance of $was createdOn 9/5/Mr [redacted] contacted the office and stated that someone attempted to make a payment and records showed that two (2) payments were taken from her account(It appears that a female party made the payment) Mr [redacted] was asked to be placed on hold for further investigation of the paymentsThe representative returned to the phone and informed Mr [redacted] there were three (3) payments that were showing posting on the accountThe representative informed Mr [redacted] that she could request a refund on his account for the credit which would take a couple of weeksMr [redacted] expressed his dissatisfaction and hung up in midsentenceOn 9/6/a bill was rendered to Mr [redacted] in the amount of $45.53, plus a $late chargeWith the credit of $on the account, it left a remaining credit of $On 9/21/a refund check in the amount of $was mailed to Mr [redacted] @ John Doe St RESOLUTION: We contend that the processing of payments made on Mr [redacted] was submitted by a company representativeWe will however be willing to remove the $late fee as a courtesyWe value Mr [redacted] and hope that if Mr [redacted] has any further billing issues he can contact us immediately between the business hours of 7am-7pm Monday thru Friday and on Saturdays from 8am-4pm Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ Comments / Resolution: [redacted] contacted the Revdex.com and stated the following: The Company came out of 8/12/and disconnected his gas service and locked the meter; however, he continued to receive bills for gas service after the disconnection He called the Company and a technician came out last week and confirmed the meter was locked He has been told for weeks that the account would be rebilled but nothing has happened To resolve his complaint, Mr [redacted] wants his bill corrected and his gas service restored Account Details: A review of the records for Mr [redacted] account confirmed that the gas service was disconnected for non-payment on 8/12/15; at the time of the disconnection the accumulated gas account balance due was $1, Note: After the disconnection, an error was made when processing the order and even though the gas service was off, the Company did continue to bill Mr [redacted] for service in August, $72.88, and September, $48.06, based on estimated usage as it was believed that there was a possible problem with AMR module failing to transmit progressive usage Letters were mailed to Mr [redacted] on 9/9/and 9/28/asking that he call to schedule an order to investigate the AMR On 10/22/15, an estimated bill was rendered for service through 10/21/15, $125.57, the accumulated gas account balance due was $1, On 10/26/15, Mr [redacted] contacted the Customer Service Department and brought this billing issue to our attentionA Customer Service Representative (CSR) opened an investigation into the matter and advised Mr [redacted] that upon confirming his account status, an adjustment would be made to the bill On 11/2/15, Mr [redacted] was contacted and advised that the account would be rebilled back to the disconnection date of 8/12/and that a corrected bill would be issued On 11/3/15, a final bill was rendered on the account for service through 8/12/15; the balance due on the account after the adjustment is $1, On 11/5/15, I telephoned Mr [redacted] and left a message in his voice mail advising him of the adjusted bill amountI also advised Mr [redacted] that his service could be restored under the CWR plan with an initial payment of $

I would like to add in addition to my complaint [redacted] Companies continued allegations and accusation need to stop as of todayCalling to dispute a bill isn't harassment Showing proof that your company damaged the gas line with providing pictures, isn't harassment Send invoices showing the amount of damage you created in damaging personal property, isn't harassmentSupplying a letter showing that I legally don't owe balance of $from the collection agency that is having it removed from my credit report because [redacted] Company couldn't validate or prove,the debt was valid, isn't harassmentHowever, making up lies claiming someone wrote bad checks, yet when I asked through the Revdex.com for [redacted] to supply copies of the checks both front and back and you can'tThat is making accusationsI want to still see both the checks that [redacted] Company says I wrote in their Revdex.com reportFront and back copies of the checksIt is clear and obvious that [redacted] Company has committed fraud, in addition slander, false,accusations and allegations in their Revdex.com report and report to the Missouri Public Service CommissionAnd that is why we will continue to dispute this fraudulent debt that your company has created and all the other parties we plan on filing complaints with need to know about [redacted] Companies fraudulent behavior