Spire

Good evening, Please, see the attached documents I'm very sorry for the delayed response! Please, let me know if you'd like any additional information Thank you! Happy Holidays, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Laclede Gas Company Community Services Department Revdex.com Received: 8/18/ CASD Investigator: [redacted] Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX Rate: GH Residential Comments / Resolution: Ms [redacted] filed an inquiry with the Revdex.com and stated the following: She is in a disagreement with the Company as to who is responsible for paying the gas bill at [redacted] St She feels that she does not have to pay for the service because the bills were in [redacted] name, especially when she was out of town from 10/18/through 12/or 12/15, 2014, as well as from 1/7/through 2/13/ Upon her return to the property, Ms [redacted] forfeited the premise and left her with the bill; however, she does not feel she should have to pay the bill because she was not present To resolve the complaint, she does not want to be held responsible for the outstanding bill at the address Investigation Details: A review of the gas account records at [redacted] indicates that on 12/18/14, the gas service was turned on at this address in Ms [redacted] nameAt the time the service was started, Ms [redacted] informed the Customer Service Representative (CSR) that her roommate, Ms [redacted] had moved out of the apartment [redacted] The CSR noted that he explained the benefit of service policy to her, which means that both she and Ms [redacted] were equally responsible for the debtThe tuwas completed as scheduled and the unpaid balance of $was transferred from their former address at XXXXX [redacted] to the [redacted] addressShe was established on the CWR budget plan and a "Statement of Amount Due" was mailed to her so that she could apply for Energy Assistance On 1/9/15, a bill was rendered reflecting a gas account balance of $501.77, which included the transferred debt of $343.22; the amount due was $($CWR budget + $service initiation fee) On 2/9/15, a bill was rendered reflecting a gas account balance of $883.65; the budget amount due $ On 2/18/15, Ms [redacted] contacted the Customer Service Department and disputed the transferred balance; she denied living with Ms [redacted] at the [redacted] addressShe was advised to fax proof of where she was residing during the disputed billing period On 2/23/15, a follcall was placed to Ms [redacted] advising that the transferred debt would remain her responsibility because a Social Security Number trace had placed her at the [redacted] address during the time the bill was incurredMs [redacted] continued to dispute the debt and claimed that she was out of town; she was advised that this was between her and her roommate and that they are both equally responsible for the bill On 3/2/15, an Energy Assistance pledge payment of $was received on the account Note: Ms [redacted] did not make any payments herself since being turned on at the address thus the gas account balance has been continuously increasing As of 5/8/15, the gas account balance due was $900.12, the budget amount due was $ On 6/1/5, severance process started, a notice was mailed warning that the service would be disconnected unless a minimum payment of $was received on or before 6/15/ On 6/10/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected unless the payment of $was received on or by 6/15/ On 6/24/and 6/29/15, the account was routed for disconnection but there was no access to the meter, thus the order could not be completed On 7/6/15, Ms [redacted] contacted the Customer service Department regarding the account and was advised that since the service was still on, she could still pay $and avoid the disconnectionMs [redacted] advised the CSR that the Company could just go ahead and disconnect her because does not have any moneyMs [redacted] called back later in the day and requested to speak to a Supervisor; a message was taken for a Supervisor to return the callA Supervisor returned the call the same day and again Ms [redacted] disputed the billThe Supervisor reiterated that the previous investigation determined that she did benefit from the service and Ms [redacted] replied that she had submitted information to the Company and the Revdex.com proving that she did not reside at the addressShe stated she would try to locate the information and resubmit it the CompanyThe Supervisor reminded her of the impending disconnection of the service and Ms [redacted] stated that she told the previous Representative to go ahead and turn off the gas because she did not have any money On 7/10/15, a notice was mailed warning that the service would be disconnected unless a payment of $1,(past due budget) was received by 7/24/ On 7/20/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment On 7/28/and 8/3/15, the account was routed for disconnection but there was no access to the meter; thus the order could not be completed On 8/10/15, a bill was rendered reflecting an accumulated gas account balance of $1030.41; budget amount due $1, On 8/18/15, a disconnection notice was mailed warning that the service would be disconnected unless a payment of $1,(past due budget) was received on or by 9/1/ On 8/27/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment Note: Presently, the budget amount due is $1,314.34; the payoff balance is $1, On 8/28/15, I made an unsuccessful attempt to reach Ms [redacted] at the telephone number included in her complaint, which is also the telephone number listed on her gas account records so I could not explain that that the Company's position regarding the debt remains unchanged and that no adjustment is warranted; the person who answered the telephone told me that I had the wrong number Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Initial Consumer Rebuttal / [redacted] (1500, 7, 2015/08/28) */

Laclede Gas Company Community Services Department Revdex.com Received: 05/16/ CASD Investigator: [redacted] Customer Info: Account ID: [redacted] Rate: GH Residential Complaint ID: [redacted] Comments / Resolution: Ms [redacted] filed a complaint with the Revdex.com with the following concerns: · She believes the Company is harassing her by continuously sending letters for mandated inspections and meter change appointments· She has been there for years and had not had any request for mandated appointments· Ms***_ spoke to her neighbors and they had not received any request for appointments· She feels the request for the appointments came after she was disputing a high bill and the Company came out and shut off her furnace for a hazard during a winter storm· MsJ was advised that on 01/21/17, a field technician came out to satisfy a Corrosion Inspect but was unable to gain access; Ms***_ was not aware of the appointment since she had not received any notification She believes that the Company did not ensure her safety until she complained Account Details: A review of the records for Ms***’s account determined that she was due for a corrosion inspection at her premise and the Company has been trying to get her to schedule the appointment since 03/23/17, the date the first letter was sent Subsequent postcards and letters were mailed to her on 04/20/17/14, 04/28/17; the 05/11/letter warned her that her service would be disconnected if the corrosion inspection was not satisfied and that if the service is disconnected, a reconnection fee of $will be assessed o NOTE: Corrosion Inspections are required at least once every years in compliance with the MPSC Ms***’s last inspection was completed on 04/14/14; when a technician was there to restore her service · On 05/15/17, Ms***_ spoke to a Supervisor that advised her that the inspection was a safety inspection and the letters are not intended to harass her· On 05/16/17, Ms***_ called in to file a complaint stating she had not received inspections every years She stated no one in her family had heard about the inspections and stated she has no record that an inspection was completed years ago· On 05/17/17, Ms***_ filed a complaint with the Revdex.com Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response / [redacted] (1000, 7, 2016/01/29) */ Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX ________________________________________________________________________________...⇄ Comments / Resolution: Ms [redacted] contacted the Revdex.com and stated the following: The Company messed up her bill and is refusing to initiate service in her name until she pays off the bill, which she does not have She called the Company on 1/11/to schedule a turn off at [redacted] and schedule a tuat [redacted] S [redacted] and the CSR advised her that her name was not to [redacted] The CSR advised her that he would have to look into it and placed her on hold for about minutes and when he came back on the line, he advised that her name had been taken off the address and that no bills had been rendered on the account at [redacted] since 10/ o Note: Ms [redacted] acknowledges that she did stop receiving mail about the beginning of 2014, though the post office insisted they were delivering mail and that since that time, she has been paying her Ameren and Laclede bills blindly, without really knowing how much I owed Ms [redacted] stated that a little over a year ago, she received a check from the Company for almost $and at that time, she thought she had just overpaid her bill; she did not cash the check and opted to leave the money in the account and wait until she was notified that she owed money again Ms [redacted] claims her bills were only running $to $when she was receiving them Ms [redacted] stated that she spent approximately minutes on the CSR explaining the above information and that he could not explained to her how or why her account was removed; the CSR merely advised her that she was responsible for the gas service during the last several months, which she is not disputing Ms [redacted] stated the CSR advised her that the account would have to be rebilled first and that the payment would have to be "taken care of" before she could start service at her new residence and when she reminded him of the check that had not been cashed, the CSR advised her that it could be credited to the account Ms [redacted] stated that she requested that the CSR have a bill mailed to her by 1/12/or she would be contacting a Supervisor and after she did not receive the bill, she called and asked to speak to a supervisor but was told no one was availableShe left a message for a call back and after no one called her back, she placed a second call and requested a Supervisor and was told that there is a 24-hour turn around for Supervisors to return callsAfter threatening to contact the Revdex.com and/or the States Attorney's Office, she was connected with a Supervisor's voice mail To resolve her complaint, Ms [redacted] wanted her service started at her new address effective 1/13/and second, she wanted the Company to figure out what the bill for the old address is and then depending on the amount, establish an affordable payment plan on the bill Investigation Details: My investigation of Ms [redacted] complaint confirmed that on 9/3/13, a technician was routed to [redacted] to start the service in her nameOn the day in question, Ms [redacted] called and stated that she had missed the technicianThe original order was subsequently cancelled so that a new same day order could be enteredThe second order was completed by the technician; however, the previously cancelled order overrode the second order, thus the account was never set up in Ms [redacted] name for billing purposes At the time the original order was taken, a security deposit of $was assessed on the account; to be billed in installments of $ On 9/26/13, a bill was rendered for the first security deposit installment; the bill also included a gas account number for payment purposes Despite no bills being rendered for gas usage, Ms [redacted] did make payments under this account number totaling $ On 10/1/14, due to the a credit balance being on the account for several months without any usage being billed, the $credit, along with deposit interest of $was refunded to Ms [redacted] which is the check she is referring to in her complaint o Note: The Company did err in not catching this billing issue sooner; however, there is no record that Ms [redacted] called to question why she was not receiving bills for usage at the address As Ms [redacted] acknowledges that she resided at the address and is responsible for the usage, on 1/29/16, I issued a rebill on the account to correct this errorHowever, in accordance with the MPSC's Tariff, which permits the Company to go back one year from the date of discovery to correct an undercharge, the rebill period is from 1/13/- 1/13/16, a total of CCF was used during this period; the cost for the gas is $ The gas used from 9/13/- 1/13/(months) is not collectibleAlso, Ms [redacted] is eligible for payment arrangements on the bill up to months As for her request to start service at her new address effective 1/13/16, the records indicate that gas service was activated in her name effective 1/13/16, which is the same day requested as the ending date for the previous tenant Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ On 11.16.15, 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: ISSUE: You stopped service with MGE on On 10.21.15, you requested your refund check be mailed to you at your new address which you provided to MGEOn 10.26.15, MGE mailed your refund check to the address you providedYou stated in your complaint that you have not yet received your refund check RESOLUTION: On 11.17.15, I called you and left a message requesting a return call to discuss your complaintOn 11.23.15, you returned my callYou requested the refund be placed on your credit card rather than a checkI advised I would investigate your refund status and return your callOn 11.25.15, we spoke againI advised that your refund check was mailed to you at the designated address on You confirmed the address is correct and stated you did have issues receiving your mail in October I advised we are unable to place a credit on your credit card and the refund check will be mailed to you again at the same address Thank you for sharing your concerns with us Community Services Team Laclede Gas/Missouri Gas Energy

Revdex.com:Since filing this complaint, Spire has finally given us the actual meter reading that led them to back charge us $At no time before filing the complaint has Spire given us the actual corrected reading or a detailed bill showing how they arrived at the amount of $The only information they sent to us were OLD bills that did not show a breakdown of the back chargesAt this time, we are satisfied with what Spire has provided to us since opening this complaint Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2016/01/29) */ Laclede Gas Company Community Services Department Revdex.com Received: 01/14/ CASD Supervisor: [redacted] ____________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX Complaint / Inquiry: Mr [redacted] filed a complaint with the Revdex.com stating that they moved to [redacted] Dr02/25/and that day gas service was establishedMr [redacted] received his 11/03/billing statement from Laclede Gas which reflected charges of $1,for approximately thermsHe contacted the Company and a Representative gave him the run around, Mr [redacted] requested to speak to a Supervisor and was advised that a Supervisor would call him back On 01/11/16, he spoke with another Customer Service Representative and she informed him that the reason his high bill was due to a module on the gas meter that transmits the usage/meter readings was not functioning for the months he has been residing there from 3/3/through 7/1/Mr [redacted] states that during that time frame he was billed a total of $by Laclede GasMr [redacted] is a Mechanical Engineer in the HVAC industry and have included a spreadsheet for reference because the total number of therms Laclede Gas is claiming he used in months is greater than the total therms actually used in a month period; 7/1/to 1/4/ As of 01/14/16, he had not received a phone call back from a Supervisor/Manager from Laclede Gas and he is not sure how to get this matter resolved On 01/14/16, Mr [redacted] filed a complaint with the Missouri Public Service Commission (MPSC) regarding this same matterThe investigation found: On 01/15/16, I contacted Mr [redacted] and apologized for any inconvenienceI advised him that his concerns had been forwarded to the Meter Reading & Billing Department for a thorough investigation and I would contact him back with the findings once the investigation had been completed Upon receipt of this inquiry, I contacted the Meter Reading & Billing Department to discuss Mr [redacted] concernsA Meter Reading Analyst stated that the AMR at [redacted] Drappears to have slowed down in early He stated that the gas service was turned off on 05/27/10; a Laclede Gas technician noted that the meter read [redacted] and it was read again the next day 05/28/for a turn onThe AMR reading on 07/05/was [redacted] which indicates that the AMR was registering slowly at that time Review of CCF used per AMR reads shows a gradual decline in usage registered each year and then a sudden reduction in usage registered beginning mid-Annual usage May through May per AMR reads is as follows: - - 1032ccf - - 785ccf - - 643ccf - - 560ccf - - 29ccf - - 0ccf The Meter Reading and Billing Manager reviewed the account and stated that the original catbill dated 11/03/for CCF was incorrectHe requested that a Billing Specialist correct the billing on Mr [redacted] account and only bill him from his move in date of 02/24/to the AMR repair date of 10/24/15; months CCF The Meter Reading & Billing Department manually entered the usage month by month for the break-downThe Supervisor in the Meter Reading & Billing Department stated that the CCF are spread between two different rates (Winter & Summer) so once a change is made in the way usage gets billed the dollar amount may changeMr [redacted] corrected catbill was for CCF the account balance decreased from $1,to $ Account Details: The AMR appeared to slow down in Since service was established for Mr [redacted] on 02/24/the account reflected zero usage, the system accepted the readings as accurate, and thus no billing error alerts were generated On 07/13/15, a high/low was created; the Billing Specialist thought the reading was a misread by the technicianThe Meter Reading & Billing Manager stated that this should have been sent out as a metering exception case for verificationHe stated that he spoke to the Representative and reminded him that situations such as this should always be sent to Landis & Gyr if there is an in and out difference from the meter and AMR On 10/19/15, Landis & Gyr produced a Meter Exception Case due to a low battery On 10/24/15, Landis & Gyr visited the premise as requested and replaced/repaired the AMR module On 11/03/15, a catbill was rendered in the amount of $1,for CCF used from 10/02/to 11/02/The catbill; erroneously billed Mr [redacted] for usage from On 12/02/15, a bill was rendered reflecting an account balance of $1, On 01/05/16, a bill was rendered reflecting an account balance of $1, On 01/11/16, Mr [redacted] contacted Customer Service and was advised by the Representative that the AMR was running slow was the reason for the catbillMr [redacted] disagreed and requested to speak to a SupervisorThe Representative took his call back information and advised him that a Supervisor would return his call On 01/14/16, Mr [redacted] filed a complaint with the MPSC and the Revdex.com On 01/22/16, I spoke to Mr [redacted] and advised him of the above findingsHe stated that he received a corrected bill 01/21/that he is not sure that he agrees withMr [redacted] requested that I send him the AMR reads and copies of his bills for reviewHe advised me that he will review the information but he still does not believe that he used that amount of gas during that time frameI advised Mr [redacted] that the AMR was running slow but the meter tested fineMr [redacted] has my direct number XXX-XXX-XXXX and will call me if he has additional questions or concerns after he receives the information In accordance with the Revdex.com request, information that personally identifies the customer is not included on this report Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page of

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***’s complaint filed with the Revdex.com is concerning charges in the amount of $ He stated that he received a statement dated 05/06/that states the $were “previous other charges” On 06/08/he received another statement reflecting late fees and he is not sure how he had previous charges and he never had gas service with the Company To resolve his complaint he is requesting the charges be removed from his account Account Details: · On 04/08/16, Mr [redacted] contacted Customer Service to request gas service at [redacted] be placed in his business name The Representative noted that she advised him of the $deposit and initiation fee $ · On 04/11/16, a bill was rendered reflecting an amount due of $($initiation fee and $deposit installment) · On 05/06/16, a bill was rendered reflecting an account balance of $161.36; current charges of $and the unpaid $from the 04/11/bill · On 05/20/16, a payment in the amount of $posted to the account · On 06/08/16, a bill was rendered reflecting an account balance of $ · On 06/15/16, a payment in the amount of $posted · On 07/08/16, a bill was rendered reflecting an account balance of $ On 07/15/16, I left a detailed message for Mr [redacted] advising him of my findings I left my call back number of 314-342-for him to call me if he has additional questions or concerns DISTRIBUTION: [redacted] , THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page of

Laclede Gas Company Community Services Department Revdex.com Received 4/4/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Ms [redacted] contacted the Revdex.com and stated the following: She wanted to file a formal complaint against Laclede Gas alleging that she was harassed by the Company and that her gas service was wrongfully disconnected because she had an appointment for 4/4/and her gas service was disconnected before that date (see complaint details provided by the Ms***_ Prior to the Revdex.com Complaint being received in the CASD, Ms [redacted] filed a complaint with the Missouri Public Service Commission (MPSC); the complaint was referred to the Company’s Regional Customer Service Coordinator - Field Operations for investigation and response The Coordinator reported was already familiar with Ms***s’ address as the issues with this premise had been going on for some time The Coordinator reported that prior to the service being turned off, several attempts were made to gain access to the residence but Ms [redacted] would not cooperate The Coordinator reported that the Construction and Maintenance (C&M) crew was working in the Jasper Park area to completed an AOR (Angle of Repose) work order and the crews had very little notice before main and meter replacement work started In fact, the day the crew was given the job, they started on the street Because of the short notice, no prior mailed notice was given; we were only able to tag the doors of affected customers The Coordinator reported that we followed the same process on numerous jobs that were worked in the past on short notice main replacement jobs and why we try and mail notices when time permits, in some situations like this one, we have little advanced notice and do our best to contact customers through the door tag process The crews working in the area were able to contact and schedule every customer without issue for relocation except for this oneThe Coordinator reported that it’s not a part of the door tag process to mail a threat of disconnection to the customer prior to our 96-HR threat of disconnection door tag The orange door tag that is given to the customer early in the relocation phase explains the process and gives the customer the information and reason to contact the Foreman to schedule relocation of the meter In addition to the door tag process, Ms***_ was contacted face to face and the reason for the relocation was given to her The Coordinator reported that according to the crew, when the approached her she was extremely belligerent and foul mouthed with two of our crew members trying to work with her to complete our work and that she chose not to discuss options with the working Foreman and did not respond to numerous attempts to schedule the meter workOn 4/3/14, the Coordinator contacted Ms [redacted] regarding her MPSC complaint and attempted to explain that we tried to contact her on numerous occasions before disconnecting her service; however, Ms [redacted] refused to accept any of the responsibility for any of the issues The Coordinator confirmed that the order to renew the service and relocate the meter was scheduled for 4/4/As for her claim of having an appointment for 4/4/17, the Coordinator contacted the Foreman and the Foreman stated that the 4/4/date was pertaining to the meter upgrade only, not the other work that needed to be performed He stated that they tried repeatedly to obtain access to the meter so that they could determine where the meter would have to be relocated so that they could perform all the other work leading up to the meter upgrade but she would not cooperate Note: Before the meter could be upgraded, additional work had to performed, i.edetermining where the riser needed to be installed, boring into the wall and preparing the area for new service The Foreman stated that they selected the date of 4/4/hoping that the customer would cooperate and allow access to the meter before this date; however, after she continued to be uncooperative, they proceeded with the door tag process and gave her 96-hours to provide access to the meter or have her service disconnectedIn summary, the Coordinator conceded that there appears to have been some miscommunication between the Ms***_ and the Foreman To prevent a re-occurrence of this incident on future jobs, the Coordinator stated that he would use this situation as a “learning opportunity” for the Foreman during their next meeting Distribution: [redacted] , 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 meStill did not address the rudenessThankful for decision Sincerely, [redacted]

Final Consumer Response / [redacted] (2000, 7, 2016/02/24) */ I received the attached letter today from Laclede stating that the collection was place in error by Laclede and will be deleted from my credit reportI appreciate all of your assistance with this matter but would like to formally drop my complaint with Laclede regarding their incorrect actions in placing this account with collections, immidiately as the matter has now been resolved in my favor Thank you again, [redacted]

Community Services Department Revdex.com Received 10/06/ CASD Investigator: T [redacted] ***_____________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ / Resolution: Ms [redacted] filed a complaint with the MPSC stating her husband (A***) passed away in July Mr***had a gas account in his name at the [redacted] **In January, a refund check in the amount of $was mailed in the name of A [redacted] Ms [redacted] returned the check and requested the check be placed in her name since Mr***was deceasedShe has been waiting for Spire to send her a check with her name on it since March and as of today still had not received a check.Upon receipt of the complaint I found that Ms [redacted] filed a complaint with the MPSC regarding the same The account was investigated and the following was foundAccount Details: On 01/27/17, Ms [redacted] contacted the Customer Department stating Mr [redacted] passed away on 01/04/17; she verified all account information and scheduled to stop service on 01/30/On 01/30/17, the gas account closed for Mr***On 01/30/17, a bill was rendered reflecting a credit balance of ($141.01).On 03/16/17, a refund check was sent in the name of A [redacted] for $141.01.On 04/24/17, Ms [redacted] called and requested the refund check be re-issued in her nameShe was erroneously advised that we could do a name change and issue a check in her name.On 05/08/17, Ms [redacted] called the Customer Service Department inquiring about the refund check The Representative advised her that the account was noted that the refund check reissue form had been filled out but it did not appear it had been processed.On 05/11/17, the check from 03/16/was voided, there was no record that it had been cashed; there was another request made to issue the check in Ms***’s name since Mr [redacted] was deceased.On 06/08/17, a Customer Service Supervisor reissued a request to have the refund check issued in Ms***’s name.On 09/08/17, Ms [redacted] stated she sent the check back because she was unable to cash it since it was in her husband’s name.On 10/06/17, Ms***filed a complaint with the Revdex.com and MPSC.On 10/12/17, a call was made to Ms [redacted] regarding the complaint she filed with the Revdex.com and MPSCShe was advised that since she was not on the account as a secondary account holder or financially responsible prior to Mr***’s passing a check could not be issued in her nameMs [redacted] can try to submit the check and death certificate to her bank or we could issue the check to the Estate of Mr***’s, she declined THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Laclede Gas Company Community Services Department Revdex.com CASD Investigator: [redacted] _________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX _________________________________________________________________________ Comments / Resolution: Ms [redacted] contacted the Revdex.com and stated the following: The Company transferred her deceased parent's bill to her account and will not work with her on an adequate payment plan She has a home in StCharles and was on a budget plan of $ Her mother was killed in tragic accident so she took over paying the bills for her father and in order to do so, she was added as a secondary on the account, but she did not understand what this meant; she thought it was just so could obtain information on the account and make payments on behalf of her father After her father passed away, her parents unpaid bill was added to her account and upon contacting the Company regarding the debt, she was advised that the bill was transferred to her because she was listed as a secondary party on the account The bill was for approximately $1,and now her service is in threat of being disconnected on 8/10/unless she pays the billShe also stated that she never lived in the home with her parents because she has her own house To resolve her complaint, Ms [redacted] wants an affordable payment plan Investigation Details: Prior to the receipt of Ms [redacted] complaint, her gas service was routed for disconnection and the order was completed on 8/12/ Ms [redacted] complaint was subsequently referred to the Manager of the Credit & Collection Department for investigation of the debtIt was later determined that her parent's bill for $was the result of an automated system "financial responsible" transfer as she was listed as the secondary financially responsible party on her parent's account, not because of benefit of service Based on these findings, the debt transfer was reversed On 8/13/15, I telephoned Ms [redacted] and explained the investigation results to herI apologized for the inconvenience and scheduled an order to restore her service the same dayMs [redacted] was also advised that she would not be charged a reconnection feeI advised Ms [redacted] that the balance due on her account after the reversal of the debt is $I offered to establish long term payment arrangements on the bill or re-establish budget billing on the account to pay off the debt; Ms [redacted] opted for budget billingMs [redacted] was satisfied with the resolution of her complaint and thanked me for my assistance with this matter Note: Due to numerous leaks and gas odor reports being received, the Emergency Dispatching Board could not accommodate the request for a same day reconnection of the gas service; the order was completed on 8/14/at approximately at 12:PM Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: [redacted] I am rejecting this response because:First and foremost [redacted] Company is making allegations and slandering statements on everything they've responded back to the Revdex.com on First, in regards to blaming my husband for talking to all the representatives and the language we were contacted by numerous supervisors in regards to the call (because [redacted] records conversations) and the supervisors called to apologize for the way their own representatives talked, and language they used(***, ***, [redacted] , [redacted] are all a couple of the supervisors that apologized on behalf of the way their customer service representatives talked to my husband and IAs for checks that were returned for insufficient funds, I would love to see copies of those checks that they claimed were sent back for insufficient funds, both front and back of the checksI don't think that [redacted] will send copies because there were never any checks written to [redacted] or to pay via bill matrix for services( would like to see copies along with my bank) Because they are unware of any bounced checksAnd I believe that [redacted] waived the return check fees as wellThird, in regards to setting up services under a business nameMy husband is a general partner is a business [redacted] ***In which the business has no-outstanding balances with [redacted] CompanyAgain, [redacted] Company has fabricated thisIn fact they have lied about what happenedFirst of [redacted] is listed under the Missouri Secretary Of States office showing proof of a legal operating business in the City Of Florissant, MissouriThe representative stated that it is illegal to operate a business out of a residence and not a commercial dwelling in which, my husband told the gentlemen, it isn't illegal and he didn't appreciate being lied toOn May 6th, the representative that my husband was discussing this matter threatening "prosecution" against my husband for allegations that wound up resulting in my husbands favorsOn May 8th, [redacted] Company showed up to premises stating the customer service representative stated the meter had been tampered withThe [redacted] Representative's allegations wound up being false, and untrueAs well, we took pictures and recorded a video to back our claim to show proof that the meter has been untouched and the key lock is in placeAs well at 2:30pm in May 8th, a supervisor contact [redacted] personaly at [redacted] , Thomas to apologize for the behavior of the customer service representative and the allegations that the representative made, along with illegally threatening any prosecutionMy husband isn't lying about owing a business nor does the business have a outstanding debt owed to [redacted] ***You can reference the Missouri Secretary Of States Website for prove of being a legal businessI believe it is very unprofessional and unethical for another company to make allegations that aren't true about another businessEspecially when they are legal bound and practice under law in the state and abiding by all lawsNext, we never denied [redacted] from coming out and checking the meterIn fact [redacted] was suppose to check the meter for inaccuracies back August through December of as well the months Jan-March of Each time they were suppose to come out and check the meter they failed to showAs for Feb of 2017, [redacted] caused stress to the gas line/run/meter causing physical damageThey left unions on the ground as well from the physical force the line, meter was detached from the siding( I will send pictures showing the proof of those as well) In fact my father in law was there for that incident in which one of the technicians placed a order to have a new meter installed, due to rust corrosion on the current meter(to date that still hasn't been replaced, regardless of gas services) as well when we asked about why services was disconnected the technician let I and my father in law read directly from his in unit laptop that they accidentally turned off gas services.As for the collection agency, ***, as of October 22, they have already contacted us and told us they will NOT go after collecting any balance and have marked if for removal on my credit report for dispute/inaccurate balance/ fraudulent/ on [redacted] Companies partResulting in my favor They had it sent to the credit reporting agencies for removal on October the 6th, As for disputing any balance that is the whole purpose of a dispute, is to disputeAs for sending proof of the amount owed, [redacted] to date hasn't sent proof of any bill balance being owedIn fact during the time that my husband talked to [redacted] and ***, he was suppose to get a excel spreadsheet of these balances and they to date haven't sent any copyAnd yes I did re-open to the Missouri Public Service Commission because [redacted] is lying about these account balancesFrom the time they sent it over to the collection agency back in August up until October they gave you well over days to send proof No proof wasn't sent by [redacted] ***, which is why they have marked it as [redacted] fraudulently trying to collect a balance they aren't owedAfter reading [redacted] Company/Spires response back I can't believe all the allegations and slander they are making up on thisI can't believe this gas company is allowed to get away with all the allegations that they are putting on here and in response to my husbands own personal business I can't believe the allegations that you typed physicallyI don't know how Spire conducts their business, but from the sound of it and the allegations that have been found not to be true they are unprofessional all the way from the CEO, to the customer service representativesI will attach all pictures via email Sincerely, [redacted]

Spire Community Services Department Revdex.com Received 10/31/ CASD Investigator: [redacted] ________________________________________________________________________________...⇄ Customer Info: Account ID: [redacted] Complaint ID: [redacted] Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: MrL ____ filed a complaint with the Revdex.com and Missouri Public Service Commission (MPSC)Ms._____ filed her first complaint with the MPSC 02/14/17which was thoroughly investigated and the complaint was closed MsL_____ re-opened the complaint stating she should receive an additional $for damages The unpaid debt of $1,was forwarded to a collection agency (***); when the agency contacted MsL____ she advised them she was disputing the debt so the agency stopped collection activity MsL____ is requesting her gas service be restored at no charge NOTE: Below is the full investigation from when MsL_____ filed her first complaint with the MPSC: My investigation of MsL____’s complaint revealed that a Customer Service Supervisor had been working with MrF____ (listed as MsL____’s spouse on the account) by making payment arrangements on the account, which they failed to keep When advised by the Supervisor that no further arrangements would be made on the account, MrF____ advised her that he would be filing a MPSC complaint Note: Company records indicate that MrF____ has repeatedly filed billing disputes in an effort to avoid paying their gas bills; there has been no payment on the account since 11/16/ Payments made on 3/14/2016, $and 4/6/2016, $were returned insufficient I spoke with the Supervisor and she advised me that she initially spoke with MrF____ in 08/and although there had been no payments on the account, she cancelled the severance and set up additional payment arrangements; but they still did not make the payments The Supervisor continued working with them by establishing arrangements on the account up until 11/20/16, but no payments have been received The Supervisor stated that MrF____ has avoided the disconnection of the gas service by calling the Customer Service Department and disputing the bill, which results in the Customer Service Representative (CSRs) cancelling the severances and placing the balance in dispute The Supervisor also stated that she has reviewed his bills and payments with him at length and explained that the balance accumulated due to lack of payments and he understood; however, he continues to call and file billing disputes when he receives disconnection notices and finds a way to have the severance cancelled The Supervisor has noted the account no further extensions and do not cancel the severance or place his account in disputeWith regard to the alleged damages, I forwarded MsL____’s concerns to the Claim Department as well as a Service and Installation Department Foreman and following are the results of their investigation: The Foreman stated that he spoke to the technician who was assigned the job and he did not recall any of the details The Foreman stated that he doubts that the work performed caused the leaks but since we allegedly disconnected the service in error (later determined to be untrue), and there is a record that states we replaced a union and the wrenching could have caused some problem, he was willing to reimburse the customer for damages On 2/13/17, the Claims Specialist contacted MrF____ and discussed the bill received for repair work and advised him that a check would be issued in the amount of $to cover the cost of the repair work Note: After speaking with MrF____ and advising him that he would be receiving a refund, the Claim Specialist and Foreman discovered that MrF____’s gas service was not disconnected for non-payment, a “Stop Service” order was scheduled on line through Customer Connection Despite the findings, the Claim Specialist proceeded with issuing the reimbursement checkAs the Claim Specialist resolved the damage dispute and MrF____ has been given a detailed explanation of the account balance on more than one occasion, I did not contact him The severance has been cancelled and after the next credit review, which is 3/2/17, the severance process will resume and will not be cancelled unless the customer makes minimum “cash” payment on the account The next bill will be rendered on 3/9/and if the customer is unable to bring the account to a current status, she may call for CWR arrangements which are available until 3/31/Comments/Resolution:My investigation of MsL____’s complaint revealed the following: On 09/16/14, the severance process was started on the account A notice was mailed advising MsL____ to pay a minimum of $on or before 09/30/to avoid disconnection; the balance was $257.63.On 09/25/14, MrF____ (husband) was added to the account and has been the one contacting the Company regarding the account MrF____ advised the Representative that he would make payment on 10/1/before 8:AM.On 09/29/14, MrF____ called and was advised to pay $by 09/30/to avoid disconnection MrF____ advised the Representative that he would call on 09/30/to pay by phone.On 09/30/14, MrF____ called to request an extension to 10/04/14; the Representative offered a lower amount to pay by the end of 09/30/On 09/30/14, MrF____ called back and requested to speak to a Supervisor.Later on 09/30/14, a Customer Service Supervisor returned MrF____’s call; the Supervisor advised MrF____ that he was unable to grant an extension but offered for him to pay $and the balance would be spread over months The Supervisor noted that MrF____ became argumentative and advised the Supervisor that he would dispute the balance in order to get an extension MrF____ advised the Supervisor that he was filing a complaint with the MPSC to advise them that the Company does not offer extensions The Supervisor explained that extensions are not granted when cus***ers are in threat of disconnection, the Supervisor advised MrF____ that the last payment was received on 07/01/MrF____ advised the Supervisor that a payment was made on 09/09/14; the Supervisor advised him that payment had been returned.On 09/30/14, MrF_____ called again upset that an extension had not been granted He requested to speak to a Supervisor; the Representative transferred his call The Supervisor noted that she was on the phone with MF____ for over an hour, she noted that MrF____ yelled and continuously spoke over her she offered him to pay $and he declined The Supervisor noted that MrF____ continued to yell and she advised him that she was disconnecting the callNOTE: MrF____ called several more times on 09/30/and was advised the sameOn 09/30/14, a payment in the amount of $postedOn 10/1/14, MrF____ called to dispute the $charge for the returned payment in the amount of $ He requested to speak to a supervisor.On 10/01/14, a Customer Service Supervisor called MrF____ and he advised her that he contacted Billmatrix and the $payment was being investigated The Supervisor advised him that if Billmatrix finds that the payment was good the $charge would be removed MrF____ questioned if arrangements had been established on the account The Supervisor confirmed that $plus current charges for months.On 10/11/14, MrF____ called and requested his account balance The Representative gave him the balance and he advised her he was not paying the $returned check fee The Representative gave him the balance less the $ The Representative noted that MrF_____ became verbally abusive so she transferred the call to a SupervisorThe Supervisor noted MrF_____ was yelling about the returned check charge and stated that the payment was being investigated She noted that MrF____ was yelling loudly that she was unable to understand him or assist him so she advised him that she was ending the call.On 11/12/14, MrF____ stated that he had not heard from Billmatrix but wanted the returned check fee removedHe was advised that the charge was valid.On 11/12/14, MrF_____ spoke to a Supervisor regarding the $charge she placed the charge in a dispute service agreement and suggested that he send in proof the payment cleared the bankMrF____ became argumentative because the Company did not remove the charge and he is being held responsible He was upset that he is on the account and MsL____ had written the checkNOTE: MrF____ started calling again in 07/On 07/20/15, MrF____ called in and spoke to a Supervisor he advised the Supervisor that he spoke to a Representative by the name of Heather advised him that the service would not be disconnected until August; she gave him a confirmation number for the conversation The Supervisor advised him that there was no one by the name of Heather in the call center and the Company does not give out confirmation numbers to confirm conversations The Supervisor advised him that he would have to pay a minimum of $by 07/24/to avoid disconnection MrF____ requested a medical emergency form be sent.On 07/23/15, MrF____ advised the Representative that he had a doctor’s note The Representative advised him that he needed the medical emergency form He threatened to file a complaint with the MPSC, file a civil suit and notify channel new.On 07/24/15, the Credit & Collection Department received the medical emergency formOn 07/24/15, MrF____ called several times upset that the disconnection had not been cancelled and he was going to court to get a stop order so [redacted] would not be able to disconnect his service The Representative suggested that he call back on 07/25/to see if the disconnection had been cancelled MrF____ requested to speak to a Supervisor.On 07/24/15, a Supervisor left a message advising MrF____ that the medical emergency form would be processed by the end of day.On 07/24/15, the medical emergency form was reviewed and the severance was cancelled.On 11/05/15, MrF____ was advised to pay $by 11/17/to stop the severance and be placed on the CWR plan.On 11/16/15, MrF____ was advised to pay $to stop severance.On 02/15/16, MrF____ called about his account he stated that he received a disconnection notice but had not received billsHe stated he was not paying until he received a meter reading The Representative advised him that bills are mailed monthly and he is being billed based on actual usage MrF____ requested to speak to a Supervisor; he stated that is the [redacted] ’s responsibility to make sure bills is received.On 02/16/16, bills, notices and budget cancellation notices were mailed.On 02/16/16, a Supervisor left a message for MrF____.On 02/16/16, MrF____ called back and requested to speak to a Supervisor; he wants the disconnection held until he receives and reviews the bills.On 02/16/16, MrF____ called backThe Representative noted that he was very irate and screaming that he was going to sue [redacted] The Representative advised him that there was a request for a Supervisor to call him back.On 02/16/16, MrF____ called again and advised the Representative that he is in threat of disconnection and he had not received bills for months The Representative advised him that the system show the bills were mailed and there is no record that the bills were returned MrF____ requested a Supervisor; the call was transferred.The Supervisor noted that MrF____ stated that he was not making any payments until he received the bills for the last monthsThe Supervisor offered to e-mail the bills to MrF____ but he declined and stated he wanted paper bills The Supervisor advised him that he would hold the account until 3/3/that will give him time to receive and review the bills.On 03/14/16, MrF____ was advised to pay $by 03/15/to avoid disconnection.On 3/14/16, MrF____ called back upset that he has to pay $by 03/15/16; he stated he was calling the MPSC.On 04/04/16, MrF____ was advised to pay $by 04/05/to stop the disconnection.On 04/05/16, MsL____ was advised to pay $by the end of the day.On 04/05/16, a payment in the amount of $posted The payment was returned.On 04/22/16, MsL___ and MrF____ called in stating they received a disconnection notice for 04/22/16; The Representative advised them that notice had been sent regarding the disconnection MrF____ advised the Representative that the payment for $was taking out of his account MrF____ stated he was suing the Company and he wants to dispute his entire account balanceMrF____ requested a Supervisor call back and a call from the Legal Department.On 04/22/16, MrF____ called back to dispute the account balance, he advised the Representative that he was sending in proof that the payment had cleared The Representative cancelled the severance and placed the account in a dispute.On 04/25/16, a Supervisor left a message for MrF____ and advised him that his fax that he was sending to show proof that the payment cleared had not been received.On 05/12/16, MrF____ called about the disconnection notice he receivedThe Representative advised him that the dispute was closed since he did not submit proof of payment.On 08/06/16, MrF____ called and stated he was disputing the balance because there is no proof that of the meter reads The Representative offered to have a technician come out to read the meter; MrF____ declined and became irate He requested a Supervisor call back.On 08/06/16, the Supervisor noted that she called twice and there was no answer She noted that he can set up an appointment to have the meter read but there is no indication that he is being over charged The account balance is high due to lack of payments and payments being returned.On 08/06/16, MrF____ called back to disputer the balance the Representative advised him that the case had been closed MrF____ requested a Supervisor; the call was transferred and the Supervisor advised him that she would not stop the severance she offered to have the meter read to prove that the charges are valid but he declined MrF____ stated that neither of them will be home to give the technician access.On 08/08/16, MrF____ called in to dispute his account balance The call was transferred to a Supervisor that advised him that she would review bills and payments from 11/2015/ and once completed they will discuss payment arrangements.On 08/25/16, the Supervisor called MrF____ and went over his account balance she explained how his balance had accumulated and he understood She offered month arrangements; MrF_____ was to pay $on 09/01/and the balance would be spread over months.On 09/13/16, MrF____ called in and stated he was paying on 09/14/16.NOTE: No payment was made so the arrangements made with the Supervisor defaulted.On 09/14/16, MrF____ called wanting to make a payment by phone for a future date The Representative explained that we do not take future dated payments MrF____ became irate and requested a Supervisor.The Supervisor advised MrF____ that his balance was $and since he did not pay the $for arrangements offered by the previous Supervisor is the reason for the disconnection notice She advised him that the severance amount is $677.43; the last payment made was on 11/19/ The Supervisor agreed to accept the $that was previously offeredMrF____ stated he would pay at a pay station and was advised to call on Monday 09/19/with confirmation of payment.On 09/17/16, MrF____ called in and advised the Representative that he wanted to dispute his gas balance he believes he is being over charged by $400.00; the Representative placed the account in dispute which cancelled the severance MrF____ requested to speak to a Supervisor.On 09/19/16, the Supervisor that he spoke with on 08/25/called him back; she stated that they had reviewed all bills in August and it was agreed that the billing was accurate and MrF____ understood how the balance accumulated She noted that MrF____ was to pay $by 09/20/NOTE: $had not been paidOn 11/05/16, MrF____ called to dispute his balance and requested to speak to a supervisorHe advised the Representative that he asked that we not contact him anymore because he has an attorney The Representative advised him that there is no attorney information on his account He advised her that he was contacting the MPSC and an attorney; the Representative placed his balance in dispute which again stopped the severance.On 11/08/16, MrF_____ called and stated he refuses to pay [redacted] delivery charges and requested to speak to a Supervisor.On 11/09/16, the Supervisor from 08/25/16, noted on his account that the balance is correct and the account should not be in dispute nor should the severance be cancelled again without payment.On 11/09/16, MrF____ called again and was transferred to a Supervisor he wanted to dispute his balance; he advised the Supervisor that the billing was unfair and should be more affordable MrF____ stated he was getting an attorney.On 11/09/16, MrF_____ spoke to the Supervisor from 08/25/who advised him that the bills are valid and there was nothing to dispute She advised him that he must make payments or gas would be disconnected.On 11/16/16, MrF____ spoke to the Supervisor from 08/25/that agreed if he paid $by 11/22/16; he would be placed on a budget for $per month.On 11/29/16, MrF_____ advised the supervisor that he was paying the $that date.On 01/02/17, MsL____ went on line and requested to stop service on 02/01/17.On 01/04/17, a Representative noted that she scheduled a turn off for 02/01/per customer request through customer connect.On 02/01/17, the gas service was turned off per MsL____’s request.On 02/01/17, MrF____ called in and stated the gas service was turned off in error The Representative stated that previous remark stated that the turn off was changed from 02/01/to 02/15/17; so he placed the reconnection on the board for same day reconnection NOTE: There is nothing on the account that states the turn off request was changed from 02/01/to 02/15/On 02/01/17, the gas service was not restored due to leaks in the fuel runs.On 02/02/17, MrF____ requested to speak to a Supervisor he stated that [redacted] should be responsible for the repairs since it was disconnected in error.On 02/02/17, MrF____ called back and stated that the meter was loose and when the technician turned it off the line separated from the house and the contractor refused to make repairs until the pipe had been secured.On 02/02/17, MrF____ spoke to a supervisor and explained that during the stop service we pulled the meter away from the house and loosened pipes is the reason for the leaks The Supervisor noted that the technician had noted that he secured the pipe The Supervisor placed the order on the board and noted for the technician to determine if possibly the Company error.On 02/13/17, MrF____ called in and requested to speak to a Supervisor regarding High bills and leak The call was transferred; the Supervisor advised him that he would have the Supervisor from 08/25/call him.On 02/13/17, the Supervisor from 08/25/called MrF____ and explained that the turn off was scheduled through customer connection for 02/01/so it was not turned off in error MrF____ stated that he wanted the gas back on they did not intend to schedule a turn off and he believes the leaks are due to the technician pulling on the meter.On 02/13/17, MrF___ sent in a request to claims to pay the repair charges totaling $and submitted pictures of the meter, piping and debris.On 02/14/17, MsL____ filed a complaint with the MPSC.On 02/15/17, MrF___ sent an e-mail to the Customer Service department stating he requested a refund and had not heard back from [redacted] the Customer Service Supervisor and stated that he filed a complaint with the MPSC and any future communications should go through their attorney (see attached copy) On 03/03/17, the Claims Specialist stated that a refund check in the amount of $was mailed today to D____ & D___ F____; the owners of the property [redacted] F____ is listed on receipt (see attached receipt) the Claims Specialist spoke to MrD____ F____ who advised him that B____ F____ is the tenant and he (D___) had paid for the contractor charges UPDATE 03/07/17: The MPSC requested additional information: What was the date of reconnection? The gas service was restored on 02/03/Also need the reason the late fees and non-sufficient funds fee were reimbursed on 08/19/billing statement since there were no payments made on the accountThe Customer Service Supervisor stated that when she spoke with B____ in August 2016, his main complaint was that he had called several times regarding the billing and disputing the balance The Representatives did not thoroughly explain his balance; she stated that when MrF____ would get upset and threaten lawyers or the MPSC the Representatives would put the balance in dispute rather than taking time to explain the billing was correct The Supervisor stated that she went over all bills, payments and thoroughly and explained the account in detail; MrF____ agreed that the billing looked correct based on her explanation and requested arrangements She stated that as a Customer Service gesture and since she thought he was going to pay and maintain the account; she waived all of the fees up to that pointUPDATE 10/31/On 10/31/17, the MPSC re-opened the complaint stating MsL____ is disputing her balance and believes she should receive an additional $for damages The unpaid debt of $1,was forwarded to a collection agency (***); when the agency contacted MsL____ she advised them she was disputing the debt so the agency stopped collection activity MsL____ is requesting her gas service be restored at no charge On 03/02/17, the severance process was startedA notice was mailed advising that the amount due was $1,398.80; the amount needed to stop the disconnection on or before 03/16/was $1,On 03/09/17, MsL____’s original complaint filed with the MPSC was closed.On 03/09/17, a bill was rendered in the amount of $1,501.56; there had been no payments made since 2015.On 03/13/17, a 96-Hour notice was mailed advising MsL____ to pay $1,on or before 03/16/to avoid disconnection of the gas service.On 03/31/17, [redacted] re-started the severance process; a notice was mailed advising her to pay $1,on or before 04/14/17; the amount due was $1,501.56.On 04/10/17, a bill was rendered in the amount of $1,604.82.On 04/10/17, a 96-Hour notice was mailed advising MsL____ to pay $1,on or before 04/14/to avoid disconnection of the gas service.On 04/14/17, the customer sent [redacted] a notice to cease and desist sending notices of disconnection.On 04/17/17, Legal stated that we are still required to send bills and notices There is no record of an attorney for the customer On 04/18/17, the gas service was disconnected for non-paymentAt that time, no payments had been made for roughly a year and a half.On 04/18/17, B____ called in upset that the service was disconnected, said they are disputing the charges and sent the Company a cease and desist letter stating the Company can only have contact with their attorney B____ advised the Representative that he wanted the service restored The Representative advised him that since there should be no contact have his attorney call the legal department.On 04/19/17, B____ called and was verbally abusive to the Representative; a Supervisor advised the Representative to advise him he was given the correct information and to have his attorney call.On 04/19/17, B____ told a Supervisor he was getting a lien on the Company unless the Company pays him $2,by AM to restore his service The Representative noted that B____ sounded as if he was speaking to an attorney in the background and he was advised to have his attorney call the Company.On 04/19/17, the account was noted by Collections that per the Legal department the gas service can be restored with upfront payment of 80% + $deposit + $reconnection fee The account will only qualify for the CWR during the heating season Customer service Representative are advised to only discuss the terms of restoration of service, and that the customer send any other information to the legal departmentOn 05/01/17, a final bill was rendered in the amount of $1,623.59.On 05/11/17, a Legal Representative spoke to B____ and discussed his account in detailThe account balance is accurateOn 05/26/17, a late fee in the amount of $was assessed increasing the balance to $1,797.66.On 05/04/17, B____ called again stating his gas was turned off and the Company has a cease and desist letter He was verbally abusive and requested a SupervisorHis call was transferred.The Supervisor stated that B____ stated he was putting a lien on the company and she advised him that unless he is calling to discuss the amount needed to restore his service he should have his lawyer contact legal.On 05/06/17, B____ attempted to place the account in a business name “D____ D____ T____ P__ G____” he was advised to send proof that the residence is now commercial The Representative advised him that the bill needed to be paidOn 05/06/17, B___ stated he would remove the lock to get gas for his grooming business The Representative advised him to send proof that the location is now commercial or the bill needs to be paid.On 05/08/17, B___ spoke to a Supervisor and advised him that he was converting to all electric and would not need gas.On 05/27/17, a final collection notice was sent advising that the $1,needed to be paid within days to avoid further collection activity.On 10/02/17, MsL____ called inquiring about the amount needed to restore service She was advised to pay $1,+ $reconnection fee and the deposit could be billed.On 10/02/17, B___ stated he was sending paperwork showing he paid the collection agency, then he stated that the collection agency dropped the collection activity because he is disputing charges and the Company did not respond in daysB____ requested to speak to a Supervisor.He advised the Supervisor that he needed the landlord of the building to file a lien and he was submitting something stating the Company is committing fraud B____ stated he was filing a complaint with the MPSC and disconnected the call.On 10/24/17, B____ was advised that he needed to pay $1,+ $reconnection fee to restore the service.On 10/26/17, B___ called and stated he spoke to the Collection agency and the Company is in violation.On 10/29/17, B___ filed a complaint with the President of the Company disputing his balance On 10/29/17, The Director of Meter to Cash called B____ and advised him that his account would be reviewed and he would be called on Monday 10/30/ B____ stated that starting in bill amounts increasedThe Director of Meter to Cash advised him that he would printout the bills and review the usage.On 10/30/17, the Meter to Cash Director called B____ and advised him that after reviewing the bills and account history the balance is correct; there has been no payment since That is the reason for the high balanceHe advised B____ that the Company was not paying any other fees The CSD did not contact MrF____ since he has spoken to the Director of Meter to Cash, his account has been reviewed in the Legal department and he spoke to a Legal Representative as well as Supervisor’s and Representatives that haves advised him what is needed to have the service restored A Supervisor of Meter Reading & Field Collections stated that [redacted] sent him an inquiry on the account stating the customer advised them that Spire had a hold on the debt due to their dispute He advised [redacted] that was not correct and to continue to collection activity Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION l

Complaint: [redacted] I am rejecting this response because:I agree that I was contacted at my door on 03/21/by one crew member, not two I have at no time been face to face with two crew members I also at not time have been belligerent towards any of the staff During this face to face meeting I schedule work to be completed on 04/04/there was not additional reports of work to be done I then came home to a hour disconnect notice on my door in which I immediately contact all parties and have phone record indicating that I contact the crew member, his supervisor, and Laclede Gas office I was given the clearance from the Laclede Gas office that I did appear to be in full compliance I then left for vacation for a week and returned on 03/31/ This was not an issue or refusal but I was not at home, I was out of the state, and received no phone calls from Laclede indicating any issuesMON, MAR 27, - FRI, MAR 31, 2017Trip Confirmation Number: [redacted] STLOUIS, MO (STL)ORLANDO, FL (MCO)I do have a complaint with the commission office and have recieved a call today stating that they are still investigating this matter Laclede Gas is leaving out many gaps in their response and failing to accept negligence in any area however, I am confident with a thorough investigation all of my complaint will be found to be true as I have all things documented and record of my many phone calls to Laclede None of which are belligerent or foul mouthed Even after learning of my wrongful disconnection I still went another days with no gas in my home Sincerely, [redacted] ***

Laclede Gas Company Community Services Department Revdex.com Received 10/05/ 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 the Company is charging her monthly charge when she does not use gas in the summer She states that she called the Company several times requesting that the gas be turned off; she is requesting the charges be removed The Company did not turn off the gas when she requested but sent out disconnection notices To resolve her complaint, she is requesting a refund of $ Account Details: Reviewing the account revealed that Ms [redacted] has had service at [redacted] since The customer charges had always been billed There is no record that Ms [redacted] called in and requested to close her account in May The gas service was disconnected for non-payment on 09/26/From 05/09/to 09/15/17; there were disconnection notices mailed to Ms [redacted] there is no record she called to question why notices are being sent when she requested to stop service The bills reflect that Ms [redacted] was still using gas in April, May and JuneZero usage reflected on her July, August and the final bill sent in September On 09/06/17, the severance process was started on the account A notice was mailed advising Ms [redacted] to pay a minimum of $on or before 09/20/17; the amount due was $392.81.On 09/15/17, a 96-Hour notice was mailed advising her to pay $on or before 09/20/17.On 09/26/17, the gas service was disconnected for non-payment.On 10/05/17, Ms [redacted] called Customer Service stating she was receiving bills and notices that she did not pay attention to because she thought the gas was off She states that she does not use gas in the summer and wanted to know what she was being charged for so wanted to know why The Representative advised her that if no gas is being used and the account remains active there is a monthly charge Ms [redacted] states she called to schedule a stop service in April or May; the Representative advised her that there was no record that she called to stop serviceMs [redacted] stated that she did call; the Representative advised her that there was no record of the call so she is responsible for the chargesOn 10/05/17, Ms [redacted] filed a complaint with the Revdex.com The monthly customer charge of $(residential) is the same every month However, each customer class residential, commercial and industrial pays a different rateThe charge is designed to allow the company to recover a portion of its cost of operation regardless of use, the company still must maintain and operate the facilities necessary to serve its customersOn 10/09/17, I spoke to Ms [redacted] and advised her of the above Ms [redacted] is upset that she gets charged a monthly fee when she is not using gas I advised her that if she does not use gas in the summer she can do a seasonal stop service but there will be a $reconnection fee when she is ready to start service again Ms [redacted] again stated it was not fair that she gets charged for not using gas and disconnected the call 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 $

Laclede Gas Company Community Services Department Revdex.com Received 07/19/ 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 stating the gas service was disconnected on 07/19/for non-paymentHe contacted the Company requesting the amount needed to restore the service and was advised of additional fees totaling $($deposit + $reconnection fee) Mr [redacted] is upset because this is not repetitive for him and he believes the charges make it hard to have service restored o NOTE: Effective 4/1/16, the Company’s policy for reconnection of the gas service due to disconnection for non-payment was changed All customers who fall into this category must pay their gas bill, along with an advanced security deposit of $and a $reconnection fee to have their gas restored Laclede Gas Company website explains in detail the charges; the disconnection notice outside of the Cold Weather Rule explains the deposit and the information are printed on the bill if the customer is in threat of disconnection Account Details: · On 07/03/17, the severance process was started on the account A letter was sent advising them to pay $on or before 07/17/to stop the disconnection; the amount due was $The letter also mentions ways to pay to avoid disconnection and unnecessary fees· On 07/11/17, a bill was rendered in the amount of $· On 07/12/17, a 96-Hour notice was sent reminding that service could be disconnected on or after 07/17/if $was not paid· On 07/17/17, Mr [redacted] contacted the Customer Service department inquiring about the disconnection; the Representative advised him that his balance was $and he needed to pay a minimum of $by close of business Mr [redacted] stated he would pay by 10:AM· On 07/19/17, the gas service was disconnected for non-payment· On 07/19/17, Mr [redacted] called inquiring about the amount he needed to pay to restore the gas serviceThe Representative advised him he needed 80% of the gas balance plus $deposit, the reconnection fee of $would be billed Mr***_ was upset and requested to speak to a Supervisor· On 07/19/17, the Supervisor advised Mr [redacted] to pay $(80% + $150.00)Mr [redacted] requested to speak to another Supervisor; the call was transferred and he was again advised that the deposit was a valid charge On 07/19/17, I spoke to Mr [redacted] and advised him that the charges are valid but as a customer service gesture and since he has a good pay history and low balance I would waive the deposit I advised him to pay the gas charges of $to restore the service; the $reconnection fee will be billed after the service is restored Ms [redacted] thanked me for working with him Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Good evening,I'm sorry, I am still working on [redacted] complaint.I will work to provide a response, ASAP.Thank you! [redacted]