Spire

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: MrG____ filed a complaint with the Revdex.com stating that the Company will charge him a service fee to light the pilot light on his furnaceHe stated that when he called the company on October 24, 25, and to schedule an appointment for the Company to light the pilot on his furnace, it would cost $MrG____ states he disagrees with this charge because he’s already paid for the service in May of Account Details: A review of MsG____’s gas account records revealed the following: On 05/01/17, MrG____ contacted the Company requesting service at C_______ Dr.; the Representative scheduled an AM turn on for MrG_____ for 05/02/with a 15-minute call ahead noticeThe Representative advised MrG____ of a $service initiation charge to have his gas service turned onOn 05/02/17, MrG____ called the Company to reschedule the turn on for 05/05/in the AMOn 05/05/17, MrG____ called the Company to verify if the turn on was completedA Representative informed MrG____ the turn on was completed On 10/26/17, MrG____ contacted the Company to schedule an appointment to have the pilot light on his furnace lite MrG____ stated that the pilot light was not lit on 05/05/ The Representative advised informed the next available date was 10/31/ MrG____ could not wait until 10/31/and stated he was writing a letter to the Company, he wanted a credit issued to his account, and stated he would contact a third-party contractorOn 10/26/17, MrG____ contacted the Company stating the pilot light to his furnace was never lit when the Company turned on his gas service on 05/05/He does not want to pay for the service fee for the Company to come outMrG____ requested to speak to a Supervisor.On 10/27/17, a Customer Service Supervisor called and left a voice message informing MrG____ a service charge would apply if he wishes for the Company to light the pilot on his furnace at [redacted] C______ DrSince our records show all was lit on 05/05/when he scheduled to start serviceOn 11/03/17, I spoke to MrsG____ and advised her that our records show all appliances were lit on the date service was started is the reason it would be a service call if we came back out She stated that they did not turn it on in May and when they went to turn it on it was not lit She stated they have it lit now and all is working fine but they do not believe it was lit Distribution: [redacted] , Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

02/21/2018: Mediator emailed consumer for update.02/22/2018: This issue can be closed

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Laclede Gas Company Community Services Department Revdex.com Received: 12/14/ CASD Supervisor: [redacted] ___________________________________________________________________________ Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX Comments / Resolution: Mr [redacted] complaint filed with the Revdex.com is concerning budget billingHe stated that he receive no paperwork about what the amount would beIn August 2015, he got off budget billing and his bill has not been adjusted at allDuring the summer, he was paying $per month when he was on budget billing but he as only using about $worth of gas To resolve his complaint, Mr [redacted] wants his account adjusted and he wants to be provided with written documentation Account Details: A review of the records for Mr [redacted] gas account determined the following As of 12/4/14, Mr [redacted] gas account balance was $423.05; the budget amount due was $ On 12/24/14, a payment of $was posted to the account On 1/7/15, a bill was rendered reflecting a gas account balance of $394.73, the budget amount due was $ On 2/5/15, a bill was rendered reflecting a gas account balance of $546.91, the budget amount due was $ Beginning with the 3/5/bill, Mr [redacted] monthly budget was increased from $a month to $ Note: Budget reviews are made periodically to avoid significant overpayment or underpayment on accountsWhen making the even monthly payments, a credit will display on the account during the summer months which offsets the debits in the winter months His monthly budget remained at $a month through September On 9/24/15, Mr [redacted] cancelled budget billing on his account and at the time the budget was cancelled, he owed $on the budget plan; his gas account balance was $326.64, thus a credit refund was not warranted Note: On 11/30/15, the severance process was started on his account and a notice was mailed warning that the service would be disconnected unless a minimum payment of $was received on or by 12/14/ On 12/4/15, his account cycle billed again; the gas account balance due was $ On 12/9/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment On 12/14/15, a payment of $was posted to the account On 12/17/15, per his request, a letter was placed in the mail to him explaining the above informationA spreadsheet depicting his budget billing and gas account balance history was also providedMr [redacted] was provided with my contact information to call me if he has any further questions Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

I requested this over a month agoIf I was late they would charge me a penaltyI also have a credit Also why wasn't the full credit of over $sentThey also should check HOW I mistakenly got enrolled into the extra $because it may happen again I think a $good will credit should be added for all my troublesI've never been late on a payment and always paid in full but when its on them they dropped the ball twice I am rejecting this response because: Sincerely, [redacted] ***

To add to my complaint, let it be proof as well that [redacted] /Spire is making allegations right in their response directly the the Revdex.com as I never stated that I was paying ***, if they looked directly at my complaint to the Revdex.com it clearly states that the dispute in which I disputed the amount from [redacted] was clearly resulted in my favor and they took the amount [redacted] alleges off my credit report on October 6th, Right in their own post directly to the Revdex.com, they are lying about what was said, this clearly shows that Spire is making fraudulent accusations Thanks, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Comments / Resolution: Mr [redacted] contacted the Revdex.com and stated the following: The Company inspects the pipes every months and last month, the inspector came and inspected both sides of the house which are listed as two different apartments; an East side and a West side A leak was found on the West side so the gas service was turned off; he is still being billed for the East side The Company is more than welcome to come back and check the pipes; however, the Company is claiming that only one side has been inspected He is receiving two bills; one is for the West side in the amount of $ The Company has no record of coming to his home on the West side and he is still being charged for gas even though the meter was shut off He is going to pay the bill for the East side for $because that gas is still on He is worried that the gas service will be turned off to the entire house and he will lose service for the winter To resolve her complaint, Mr [redacted] wants his bill zeroed out for the west side of the house because gas is not being delivered to the premise Investigation Details: A review of the gas account records for [redacted] and [redacted] determined that both units were due for a corrosion inspection On 7/17/15, Mr [redacted] contacted the Customer Service Department and scheduled the inspection for Unit 1W for 7/22/ On 7/22/15, Mr [redacted] contacted the Customer Service Department and reported a gas odorA technician was dispatched to the premise and while there, he completed the corrosion inspectionThe gas service was left off at this unit due to a leak in the fuel run Note: There is no record of an inspection being completed for Unit [redacted] On 7/30/15, a letter was mailed to Mr [redacted] advising that an inspection was still needed for Unit 1E and that failure to schedule the order by 8/7/could result in the disconnection of his gas service for non-compliance On 8/10/15, Mr [redacted] contacted the Customer Service Department and stated that he thought the technician who investigated the gas odor completed the inspection for Unit [redacted] The Customer Service Representative (CSR) explained that the order was not completed and while checking further, Mr [redacted] call dropped and another call came through, so she did not get a chance to schedule the order On 9/1/15, another letter was mailed requesting that he contact the Company to schedule the order for Unit [redacted] On 9/22/15, another letter was mailed advising that the inspection was still needed for Unit [redacted] and that failure to schedule the order by 9/30/could result in the disconnection of his service for non-complianceThe letter also advised that if the service is disconnected, a $reconnection fee will be assessed on the accountThe same day, Mr [redacted] contacted the Customer Service Department regarding repair work on his fuel run for Unit [redacted] and the CSR advised him that a HVAC contractor could make the repairThere was no discussion nor was the inspection order for Unit [redacted] scheduled On 10/22/15, Mr [redacted] contacted the Customer Service Department and the CSR noted that she explained that access was needed to complete the inspection for Unit [redacted] however, Mr [redacted] maintained that the order was completed in July while the technician was at the premise on a gas odor investigationThe CSR reiterated that there was no record of same and attempted to schedule the order; however, she notes that Mr [redacted] started over talking her and stating that he would be contacting the Attorney General Office to file a complaintHe requested to speak to a Supervisor and message was taken for a Supervisor to return his call A Supervisor returned his call and she noted that she spoke with Mr [redacted] and explained that the gas service was disconnected on 7/22/due to leaks in his fuel run at [redacted] however, the account was not finaled out in our system, thus the reason he is still receiving gas billsMr [redacted] was advised that he could final out the account and rebill the account waiving the bills he received for the minimum customer charge; however, if he decides to have the service turned back on in his name within the next months,he will be billed a $reconnection feeAt this time, Mr [redacted] did not schedule the turn offWith regard to the status of the inspection for Unit [redacted] the Supervisor notes that she advised Mr [redacted] that the inspection was still needed because there is no work order for Unit [redacted] Mr [redacted] requested that someone from the Company call him back on 10/27/to schedule the orderHe also stated that he wants the technician to leave a receipt indicating that the ACI was completedThe Supervisor issued a memorandum to the Foreman with Mr [redacted] request asking that someone call Mr [redacted] on 10/27/to schedule the order In addition to the Revdex.com Inquiry, the CASD also received Mr [redacted] complaint via a Missouri Public Service Commission (MPSC ) inquiry on 10/23/Mr [redacted] complaint was referred to the Foreman for further investigation to determine if the inspection was possibly overlooked and/or not entered into the records for Unit [redacted] The Foreman reviewed the records further and the technician who completed the order for Unit [redacted] in July was also questioned and he indicates that he did not complete the order, thus the letters mailed to Mr [redacted] regarding the inspection for [redacted] are valid The Foreman telephoned Mr [redacted] and explained the above findings to himMr [redacted] was offered a time and date for the inspection; however, he stated that he would call the Foreman back to schedule the orderThe Foreman states that when Mr [redacted] calls him back, he will have a technician dispatched to the premise to complete the orderThe Foreman also states that if he does not hear back from Mr [redacted] in a timely manner, i.edays, he will call him again and attempt to schedule the order Note: As the investigation determined that Mr [redacted] has been properly informed and the billing issue was addressed by the Supervisor, the CASD did not contact him Distribution: [redacted] Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: [redacted] I am rejecting this response because I received a phone call from "***" of Spire Energy just yesterday (12/20/17) who told me that she was responding to the fax I sent to Spire on Monday of this week and advised me that the $disputed delinquent charge dating back to would be removed and I was given a new account number, viz., [redacted] It is incredible that I am receiving a message today from someone else who is unaware of thisThis suggests to me that at Spire the right hand does not know what the left hand is doingThe whole matter showcases the Keystone Cops business model of Spire and bolsters my case that Laclede Gas/Spire is capable of mistakes as it has done in the pass in assuming that the $charges which I disputed were valid when they never wereThe Missouri Statutes that I referred to my complaint are real and need only be looked up or referred to an attorney to corroborate Laclede Gas/Spire as a business should have already been aware of them and act within the law by adhering to themIt will be interesting to see what my gas bills look like because online reviews of Laclede Gas/Spire are very negative and depict the company as routinely overcharging and have added a monthly $fee to every gas customer's bill for no apparent reason Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because:
The warranty for the part offered by Spire was only sixty (60) days; not six (6) months
Sincerely,
*** ***

Good evening, I apologize for the delay in returning the completed report. I was unable to attach the statements and usage history. I believe I've reached maximum data capacityPlease, let me know if I can provide these via email. Have a great evening! *** ***

Initial Business Response /* (1000, 5, 2015/09/22) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: *** *** ________________________________________________________________________________...⇄ /> Customer Info: Account ID:
XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX
________________________________________________________________________________...⇄ /> Comments / Resolution:
Ms*** contacted the Revdex.com and filed a high bill complaintShe is disputing the bill she received for the period of 11/7/- 12/4/in the amount of $13,She states that she compared the bill to the previous year for the period of 11/7/- 12/5/13, which was $2,781.31, which resulted in her questioning the bill for $13,Ms*** states that she spoke to a Customer Service Representative (CSR) who escalated her inquiry to the high bill area for investigation and response and although she was told she should receive a call back in days, no one called herMs*** states that she called and was advised by a CSR that she would have a Supervisor contact her; instead, she received a letter of explanation for a bill from March 2015, but that is not the bill in questionMs*** states that she does not understand how the bill could be that high because the temperatures in did not vary drastically compared to She also claimed that have made no modifications to the building, nor has there been an increase or decrease in occupancy so it is her opinion that this must be a billing errorMs*** requested written documentation explaining the bill, including how the bill was calculated
To resolve her complaint, she wants to know what is wrong with the bill and wants a credit issued on their account
Investigation Details:
My investigation revealed that the Company conducted a high bill investigation in January 2015; however, Ms*** is unwilling to accept the findings
A review of the records for Ms*** account confirmed that a bill was rendered on the account in the amount of $13,154.43, for service from 11/6/- 12/4/14, for 16,CCF; this bill was rendered based on AMR reading
On 1/20/15, Ms*** contacted the Customer Service Department regarding the bill and the Representative issued a high bill investigation order
On 1/29/15, a Meter Shop technician visited the premise and reported that he found the meter, index and veeder (which is similar to an odometer reading) registering accurately; a reading of XXXXXX was recorded from the meterThe AMR reading was XXXXXX; therefore, the AMR was reprogrammed to match the index on the meter
Note: Per the Meter Reading Analyst, the difference between the AMR and Meter index was minimal in comparison to the usage that registered for the bill
Note: Upon receipt of the Revdex.com inquiry, the technician who visited the location in January was questioned regarding the order; however, he only had a vague recollection of the visitHe stated that he recalled finding nothing out of the ordinary to explain the high usageThe technician vaguely recalled a discussion held at the time of the visit pertaining to a regulator on the roof top (customer's equipment) and questioned whether the regulator had malfunctioned; however, he could not recall anything definitive from the conversation
A review of the AMR daily readings at the location shows that the readings spiked fairly high daily levels beginning on or about 11/01/in that the usage following 11/01/was typically well over CCF per day, whereas historical winter use seldom exceeded CCF per dayThe high usage that began 11/01/also continued until on or about 12/30/Following 12/30/14, the usage returned to the more typical historical usage rateTherefore, at the time of our technician's visit on 1/29/15, the daily usage was occurring at a more historically typical level
In summary, there appears to be no evident malfunction of the Company's metering equipmentIt is the Company's position that possibly the customer's equipment may have malfunctioned and led to the higher usage for the disputed billing period
With regard to Ms*** receipt of a letter of explanation she received for her March bill, my investigation determined that the CSR who generated the request to Customer Support Services erroneously requested the information be provided for the March bill, not the bill in disputeThis matter has been referred to the Manager of the Customer Service Department for review and disposition
On 9/18/15, I made two unsuccessful attempts to reach Ms*** by telephone to discuss the above information with her; therefore, I sent the results of my investigation to her via e-mailI advised Ms*** that since she was not satisfied with the high bill investigation performed in January 2015, I could schedule an on-site meter test to confirm if the meter is registering properlyAs of 9/22/15, Ms*** has not responded to my e-mail
Distribution: ** *** Revdex.com, File

Tell us why here...
Spire Community Services Department Revdex.com Received: 12/18/17 CASD Investigator: *** ***_____________________________________________________________________________...⇄ Customer Info: Account ID: *** Case ID: *** Comments:Mrand MrsL__ filed a complaint with the Revdex.com after contacting Spire regarding a bill they receivedMrsL__ states she contacted the company about a bill that was for CCF compared to the same time last year which was CCF She was advised by a Representative that the increase in the rates was the reason for the increaseShe believes there is no way she used this much gas and wants someone to investigate this matterAccount Details: On 11/29/17, a bill was rendered in the amount of $On 12/4/17, MrsL__ contacted the company concerning the increase of her bill and requested the meter be rereadOn 12/5/17, the meter was read and the technician’s notes state “not much gas from the last reading, heat on due to winter time.” On 12/8/17, MrsL__ contacted the office regarding the results from the reading which was obtained on 12/5/The representative explained the reading was due to the use of her furnace however MrsL__ disputed the technician’s reading was correct and requested to speak with the technicianThe representative transferred the call to a customer and the call dropped after the supervisor asked MrsL__ to verify the name on the accountOn 12/11/17, Mrand MrsL__ filed a complaint with the Revdex.comOn 12/14/17, MrsL__ called the office upset stating Spire was charging her double, and states she will file a Revdex.com complaintOn 12/19/17, MrsL__ called the office and added herself as secondary party on the accountMrsL__’s concern was that her bill was double the amount it was the previous monthA high bill premise inspection was scheduled for 12/20/On 12/20/17, a high bill premise investigation took place, the findings indicated the furnace was running at 75% capacity, the customer was referred to a licensed professional for service, all other checks were goodThe prior month’s bill indicate gas consumed from 9/28/17-10/27/which was in the non-heating season consuming Cubic Feet of gas to the current bill period of 10/28/17-11/28/which includes gas usage of the furnace consuming Cubic Feet of gasThe reading on the bill, statement date of 11/29/is in line with the reread taken on 12/5/and High Bill Inspection on 12/20/On 12/21/17, I contacted MrsL__ to discuss the results of the high bill premise inspection I advised her of the results and she still was not satisfied with the results indicating the whole neighborhood stated that their bills increased and so a meter test was scheduled for 12/28/ On 12/21/17, I contacted the technician who completed the high bill investigation and the Operation manager who clarified that the meter test was already taken at the time of the high bill premise inspectionThe ERT reading and the physical reading index *** were both the same, the meter tested low flow, the regulator was pressure tested and the piping was also checkedAll checks were ok Later, 12/21/17, I spoke to MrsL__ back and left a voicemail message with all details results and explained the meter test appointment previously scheduled for 12/28/would not take placeMy phone number was left for further discussion if necessary or if a request to have the meter change was requestedTo date, no response has been received. Our records indicate that the bill rendered 11/29/in the amount of $is accurateTwo technicians have visited the property on two separate occasions and have inspected and tested the meter, pressure tested the regulator and inspected the gas appliances inside the premiseThe inspection shows nothing is out of line and all checks show everything is ok THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: ***
I am rejecting this response because:I am waiting for an appropriate response from *** *** indicating whether Spire understands the Missouri Statute of Limitations on customer debt and will begin to observe the lawsThe reply she has given does not address that matter which is the crux of my argumentIf there is supposed to be a forthcoming response coming to me from her based on her having read the statutes I included in my previous filing as her latest reply suggests, I would like to see itHowever, like her previous comments, this latest one is unresponsive and unacceptableI would like to close this complaint but I am looking for an direct response to my complaint and the issues therein so that I can close this complaint as well as the ones I have lodged with the Missouri Attorney General's Office and the Missouri Public Service CommissionI am, therefore, requesting an appropriate response that should be more than a few noncommittal sentences
Sincerely,
*** ***

Good Morning, UPDATE 07/19/17: The Revdex.com sent a follow up stating Ms*** stated she e-mailed proof of ownership and has not heard back from the Company. She was supposed to had received a check the week of July 3rd Upon receipt of the follow up; I forwarded her concerns to the Claims department for reviewThe Claim Department Manager stated that Ms*** sent in a letter she wrote that does not prove ownership and that does not protect the Company. See attached document

On 8/10/a customer contacted Spire, formally ***, requesting service at *** *** *** ** upon receiving this request, service was transferred from Ms*** to the customer’s name. On 10/10/Ms*** (Mr***) contacted customer service after noticing the service
disconnected advisement when accessing the online accountThis message is was reflected because the service was no longer active in this particular customers nameOnce madeaware of the situation our customer service representative were able to investigate and take corrective action to have the service reflect in the name of *** *** once again We have attempted to reach Ms***/Mr*** as a follow up courtesy to ensure all questions and concerns have been addressUnfortunately, we have been unable to reach the customer by phone however have left voicemail with direct contact information

Initial Business Response /* (1000, 5, 2015/06/22) */
Customer Info: Account ID: XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX
Comments / Resolution:
Ms*** filed an inquiry with the Revdex.com stating that she and her husband were tenants at *** *** Stfrom August to May
When they took possession of the property they called Laclede Gas to put the utility services in their nameThey provided the Representative with their phone number, social security number and e-mail addressMs*** stated that they resided there for months and never received a gas bill so they assumed that the building was running on all electric services or the homeowner/ property management company was paying for the gas on their behalfLaclede Gas never made any observable attempt to reach them by mail, phone, and e-mail or by coming to our homeThe gas service was never disconnected for non-paymentWhen they moved to their new home and called the Company to start service the Representative advised her then that she had a gas bill in the amount of $2,due 06/12/Ms*** advised the Representative that they never received a bill; the Representative asked her why she didn't call to inquire about the billingMs*** states that they just purchased a new home, and $2,is a financial hardship whether it is paid as a lump sum, or spread across a payment planMs*** received a voice message from T____ (a Supervisor) explaining that the Company does not set up any arrangements on unbilled gas usageMs*** is requesting that the Revdex.com investigate this matter
To resolve her complaint Ms*** is requesting that the $2,be waived or they only be required to pay for months of service (August to October 2013), which is the maximum amount of time it should have taken Laclede Gas them to notify them that our account was delinquent, and for services to be disconnected
Account Details:
On 07/23/13, the previous tenant of *** *** contacted the Customer Service Department to schedule a turn off order for 07/31/
On 07/31/13, a Laclede Gas technician arrived to stop the service and was unable to gain access; he left a tag on the door (closed & tagged) requesting access to the meter
On 08/09/13, the owner called regarding the tag left on the door that was requesting accessThe Representative advised the owner that it is possible that the meter was in the neighbor's basement was the reason the tag was left
o NOTE: There was no other activity on the account again until 02/14/because the Company converted to a new system (CC&B) in 07/The Company had a problem with the closed & tagged procedure that was not completely developed until 01/which is why the account was not recognized until 02/14/
On 02/14/15, the account in question appeared on the closed & tagged report due to the technician not gaining access to lock the meter in The Representative referred the account to the Diversion Department for investigation
On 05/19/15, Ms*** contacted the Customer Service Department and requested gas service be placed in her name at *** *** effective 05/27/15, the Representative asked Ms*** if she currently had gas service and Ms*** advised her that she did no but the property she was moving from *** *** didThe Representative requested her social security number and was unable to locate any previous accounts with the Company so service was placed in her name at *** ***
On 06/01/15, a female (new tenant) called the Customer Service Department requesting gas service at *** *** The Representative entered the address and found that the service was on but no one had been billed since The Representative advised the new tenant that the Company needed to verify occupancy before service could be placed in her name due to the Representatives findingsThe female advised the Representative that she would have her landlord call to verify that her move in date was not until 06/01/
Later on 06/01/15, the owner of *** *** contacted the Customer Service Department and advised the Representative that the new tenant's lease started on 06/01/and prior to their lease *** and *** *** resided at *** *** from 08/10/to 05/31/and is responsible for the unauthorized usageThe owner e-mailed a copy of the lease as proofThis information was forwarded to the Diversion Department for investigation
On 06/02/15, the Diversion Department sent a request to have the Meter Reading & Billing Department bill the *** for the diversion charges
On 06/02/15, a diversion bill in the amount of $2,was rendered
On 06/04/15, Ms*** contacted the Customer Service Department inquiring about the diversion chargesThe Representative explained that the charges were from 08/10/to 05/31/for service at *** *** and would need to be paid
Later on 06/04/15, Ms*** contacted the Customer Service Department requesting to settle the debt for a lesser amountThe Representative advised her that she was unable to offer a lesser amount due to the charges being for unauthorized usageMs*** requested to speak to a SupervisorThe Representative advised her that a Supervisor would return her call
On 06/04/15, a Customer Service Supervisor stated that she left a voice message reiterating that the Company does not make arrangements on diversion charges
On 06/08/15, Ms*** filed a complaint with the Revdex.com
Investigation Details:
Another utility states that service at *** *** had been in the name of *** *** name from 08/15/to 05/27/
Accurint trace places *** & *** *** at *** *** from to
Driver's License search shows *** *** address at *** ***
Driver's License search shows *** ***'s address at *** ***
On 06/19/15, I spoke to Ms*** and apologized for the inconvenienceI explained the above findings to her in detail and explained that procedurally we do not offer arrangements on unauthorized usage but as a customer service gesture I was willing to make long term arrangementsMs*** declined and stated that she would like the charges waivedI advised her that the charges are not estimated and is for gas that they used from to She stated that if she would have known she was going to be charged for the gas she would have been more conservative and the balance would not be so highI again apologized and advised her that there is no record that she contacted the Company to request gas service be placed in her nameI also advised her that a Customer Service Representative would not have requested all of their personal information if the premise was all electric; all electric addresses are not part of Company recordsThere was a notice left on the door requesting access to the meter to stop service and no one called at that time to request service remain on or be transferred into their nameThe lease states that the tenants are responsible for the utilitiesMs*** declined any arrangements and I advised her that I would advise the Revdex.com of the offer that was made

Spire
Community Services Department Revdex.com Received 03/26/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Ms____ filed a complaint with the Revdex.com stating on December 23, she called Spire to advise that she would be moving from *** *_____ on December 27, 2017; the Representative advised her that the soonest someone to could come out would be January 3, 2018. Ms.____ advised the representative that she was turning the keys in on the 27th and would not have access to the property after that dateA final bill was rendered in the amount of $and when she called to inquire about the balance and a Supervisor advised her that she received a pledge for $and her account balance was only $Ms____ paid the $and later found out that Spire sent the pledge back to the agency and sent her a new bill for $and sent the balance to a collection agency Ms.____ is requesting that her balance be adjusted Account Details: On 12/22/17, Ms.____ called to stop service. The appointment was scheduled for 01/03/which was the next available date.On 12/27/17, a bill was rendered in the amount of $382.53.On 01/02/18, Ms____ called to start service at S B______The Representative advised her that address was not showing in the system as using gas.On 01/03/18, the gas service at *** *_____ was closed for Ms*______.On 01/05/18, a final bill was rendered in the amount of $439.61.On 01/07/18, there was a pending pledge for $240.00.On 01/09/18, a message was left advising MsS____ to call to activate service due to a pending pledge.On 01/11/18, Ms*____ called and stated her new address was all electricMs*____ inquired about her balance and stated she received a pledge to pay her account. The Representative advised her there was not a paid pledge on her account; Ms*____ stated she would call the agency.On 01/19/18, the pledge was rejected due to Ms*____ not having an active gas accountNOTE: Agency pledge on accounts to either maintain service or have service restored. Pledges are not made to pay off bills On 01/29/18, a final notice was mailed advising Ms*____ to close her account and to avoid her balance from being forward to a collection agency she needed to pay $in the next daysOn 02/01/18, a late fee in the amount of $was assessed increasing the balance to $445.35.On 02/02/18, Ms*___ called stating her balance was high; she stated she called 12/22/to close her account 12/24/and was billed to 01/03/The Representative advised her that 01/03/was the next available date that a technician was available. Ms*____ stated that the landlord should be responsible. The Representative advised her to have the landlord call to assume responsibilityMs*____ requested to speak to a Supervisor; the call was transferred.The Supervisor noted that Ms*____ called to stop service 12/22/and there was no one available; the Supervisor put in a request to correct the billing.On 02/12/17, a payment posted in the amount of $NOTE: The Supervisor erroneously entered a close date of 12/02/instead of 12/22/17; although accounts are procedurally closed the date technicians arrive to the premise. On 03/08/18, the account close date was billed back to 12/02/17.On 03/08/18, a corrected final bill was sent in the amount of $231.50.On 03/30/18, Ms*____ called in regarding her account; the Representative advised her that her account balance was $231.50. Ms*____ sated she had a pledge but Spire sent the pledge back. The Representative advised her that Spire did not send the pledge back. She advised Ms*____ that we received notification from the agency regarding the pledge on 01/07/and on 01/19/the pledge was rejected due to her not having active gas service in her name. Ms*____ requested a duplicate bill be sent to her. Ms*____ has been properly advised on the reason the agency did not pay the pledge for $240.00. Billing adjustments has been that favored Ms*_____ the bill she submitted shows the correction date was billed back to 12/02/17. No additional adjustments will be made. Accounts are referred to an outside collection agency approximately days after a final bill has been mailed and not paid Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com Received 10/09/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Ms*** filed a complaint with the Revdex.com stating her payment to the Company was approved (automatic withdrawal)When Laclede switched to Spire she was advised that her bill that $was $due to her payment being returnedMs***_ has a $returned check charge and she has e-mail confirmation that her payment was made and she has nothing on her end showing it was returned. Upon receipt of the complaint I forwarded Ms***’s concerns to a Billing Supervisor for review. She advised me that reviewing submitted between 01/20/to current there has been returned on line payments made by Ms***_Returned payment notices has been sent to Ms*** on 11/28/16, 04/27/17, 05/25/17, 06/27/and 09/28/17. There were no calls made to Customer Service to dispute payments being returned until the last notice was mailed showing the Company had a name change Account Details: On 11/03/16, a bill was rendered in the amount of $40.13.On 11/21/16, a Payment posted in the amount of $40.13; the payment was returned.On 11/28/16, a returned payment letter was sent to Ms*** advising her that the payment was returned and a $returned item charge was being assessed.On 12/05/16, a bill was rendered in the amount of $118.21.On 12/21/16, a payment in the amount of $posted.On 01/05/17, a bill was rendered in the amount of $94.12.On 01/23/17, a payment of $posted.On 02/03/17, a bill was rendered in the amount of $89.40.On 02/21/17, a payment of $posted.On 03/03/17, a bill in the amount of $was rendered.On 03/21/17, a payment of $posted.On 04/05/17, a bill in the amount of $was rendered.On 04/21/17, a payment posted for $69.10; the payment was returned.On 04/27/17, a returned payment letter was sent to Ms***.On 04/30/17, a payment in the amount of $posted.On 05/03/17, a bill in the amount of $was rendered.On 05/19/17, a payment of $posted; the payment was returned.On 05/25/17, a returned payment letter was sent to Ms***__.On 06/05/17, a bill was rendered in the amount of $50.15.On 06/21/17, a payment posted for $87.14; the payment was returned.On 06/27/A returned payment letter was mailed to Ms***__.On 06/29/17, a payment for $posted.On 07/06/17, a bill was rendered in the amount of $33.53.On 07/24/17, a payment of $posted.On 08/03/17, a bill was rendered in the amount of $31.36.On 08/21/17, a payment of $posted.On 09/06/17, a bill was rendered in the amount of $33.17On 09/22/17, a payment of $posted; the payment was returned.On 09/28/17, a returned payment letter was sent to Ms***_; the letter was under the Companies new name Spire.On 10/04/17, a bill was rendered in the amount of $78.29. On 10/13/17, I left a message advising Ms*** that our records show the payment of $was returned unpaid. I advised her that was the 4th payment this year. I left the fax number and advised Ms*** to have her bank fax in proof that the payment had been paid.Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Tell us why hereComments:Mrs*** filed a complaint with the Revdex.com stating in April 2018, Laclede Gas sent her a letter with a balance from her ex-husband’s account from their marital homeShe states she contacted Spire and was told her account was set up incorrectly but it would be corrected
and the balance would be transferred back to her ex-husband’s accountRecently, Mrs*** states she received a disconnection notice with the balance from her ex-husband’s account Upon receipt of the complaint, I reviewed the account and found no record of a transferred debtI called and left a voicemail advising her that a payment of $was received on her account on 2/28/18, the balance were charges from 9/21/17-2/18/at P____ DrI advised her that gas services were previously in her and her ex-husband’s name from 6/6/17-9/21/until she called 9/21/to have the gas service put solely in her name effective 9/22/I asked that she return my phone call so that we could further discuss her complaintNo response has been received. Account Details: From 7/21/to 6/24/17, the gas service was in the name of Mr*** and Mrs***’s at *** *** *** ***Note: Mr*** was listed as the main primary party, Mrs*** was listed as a secondary non-financial party on the accountA non-financial party holds no responsibility for the account balanceOn 4/7/17, Mr*** called the office to remove his name at *** *** *** *** per a court orderHe was asked if he wanted to disconnect the gas service or remove his name from the account, he stated he wanted to remove his name from the accountHe confirmed two (2) names were on the account, himself and Mrs***’s nameHe wanted her name to remain on the account, but wanted his name removedThe representative removed his name (the main primary name) and erroneously replaced the main primary party with Mrs***’s nameThe correct procedure was to tell Mr* *** have Mrs*** call and change her name to the primary party or schedule the gas service to be disconnectedHe asked the representative if the gas service would be taken out of his name and put in Mrs***’s name holding him no longer financially responsible for the bill, the representative said yes, that was correctHe thanked her and the call endedOn 4/11/17, a bill was rendered to Mr*** in the amount of $for current charges for the address of *** *** ***On 5/2/17, MrsB called the office and stated her ex-husband called her and was threatening to disconnect the services at the martial home at *** *** *** ***She stated she had a court order which stated the gas service was to stay on in his nameThe representative stated if the gas service is in his name and he calls to stop service we must adhere to his request or unless someone else calls to put services in their nameShe wanted to know if he started the process to stop the servicesFor security purposes she was asked her name and the last four (4) digits of her social security numberShe was told the gas service was in her name not MrB’s nameShe questioned how long the account was in her name and requested to speak with a supervisorThe representative placed her hold to seek the assistance of the supervisorThe supervisor spoke with the representative and instructed him to change the name back to Mr*** and remove Mrs*** ‘s name from the account unless she wanted to assume responsibility for the accountMrs*** stated she did not want her name on the account. Mr***’s name was added back as the primary party and the representative removed MrsB’s name from the account. She was told the court order to maintain gas service at the address would be between the two of themThe representative explained to Mrs*** that her name was removed from the address and she will not have access to call in about the account and the gas service will be put back in the name of Mr*** and he will be called and explained what happenedMrs*** requested a letter sent to her explaining that Mr*** removed his name on 4/7/and put services in her nameShe was told a letter could not be sent to her explaining what took place on the account because the representative erroneously made the changeMrs*** asked for the account number, she was told because her name was removed from the account, no account information could be providedShe questioned the name of party who completed the name change on 4/7/17, the representative stated he could not provide this information but could take her phone number for a return call from a supervisorShe was asked if there was anything else she could be helped with and she stated she just wanted to know if the gas was going to be disconnected, she was told there was no pending turn off now but she could call back tomorrow after 7am to see if a turn off request was placed at that timeShe thanked the representative and the call endedA supervisor call back request was submitted for a return callOn 5/2/17, a representative called Mr*** and informed him that the order placed on 4/7/to have his name removed from the account was completed incorrectly and he was given the option to continue the service in his name or turn the gas service offHe stated he wanted the gas service disconnectedThe representative entered a request to disconnect the gas service for 5/3/and back date the turn off effective 4/7/17, the day he originally called to remove his name from the accountHe was told the gas service would be disconnected unless Mrs*** called to start service in her nameMr*** thanked the representative and the call endedNote: The gas service was put back into Mr***’s name and the turn off was scheduled for 5/3/On 5/2/17, as a courtesy the representative called Mrs*** and left her a voicemail message stating a turn off was scheduled for 5/3/and suggested she call into the office and have the gas put in her name which would cancel the request to disconnect the gas serviceOn 5/3/17, a supervisor returned Mrs***’s call from 5/2/17, left her a voicemail asking that she return the call if she required further assistanceOn 5/3/17, the gas service was disconnectedOn 5/3/17, a final bill was rendered in the name of Mr*** for $154.06, the current charges were $53.46, the past due amount was $The service dates were 4/11/17-5/3/from the address of *** *** *** ***On 5/3/17, Mrs*** called the office and stated when called into the office earlier in the day a representative told her he could not establish service for her due to numerous notes on the account and he was referring her call to a supervisor for a call backShe stated she and her husband were getting a divorce and he allowed a female to call in and impersonate her using her social security number to establish gas service in her name at *** *** ***She wanted to know if the gas service was disconnectedShe was advised her name was not on the account and no information could be providedMrs*** again stated her husband had a female caller pretending to be her to establish gas service in her nameShe asked if the gas service was still onShe was told no information could be given out since her name was not on the accountShe stated she wanted gas service in her name because she lives at the addressShe was asked to hold the line to see assistance from the supervisorThe supervisor instructed the representative to go ahead and start new services for her. She went back to the line and advised Mrs*** that services could be put in her name; however, she must provide her social security number for a soft credit check since she has not had gas service in her name for the last twelve (12) months to determine if a security deposit was necessary or notShe refused to provide her social security number stating she was buying a home and could not have a credit check against her creditShe wanted to know if a check was done when her husband provided her social security number and had the services put in her nameThe representative said she did not know, she didn’t have that informationShe requested to speak with a supervisor, the representative told Mrs*** that she would be more than happy to transfer her to a supervisor and would attempt to reach a supervisor and explain the situation but if it took more than a minute or two (2) she would be placed back in que to a supervisor’s line who would answer the call in the order receivedShe was transferred into que and the call endedOn 5/3/she called back and said she was just hung up on and requested to speak with a supervisorThe representative said he could transfer her to a supervisor but offered his assistance to help firstShe explained that her husband called to turn the services off and she was still living in the home with her eight (8) year old and five (5) year old children and could not afford for the services to be disconnectedShe wanted to know if the gas was off or notShe was told the gas service was disconnected earlier in the dayMrs*** expressed her dissatisfaction that she attempted to avoid the service from being disconnected earlier but was told her call was being referred to a supervisor for a return callShe wanted to know if her social security number was run when her husband used her social security number to establish service in her nameShe was advised that her social security appeared in a legacy account which indicated her social security number had been on the account for yearsShe was explained a social security check is a soft hit, which meant it would not affect her creditShe was explained that she was listed on the account as a non-financial party on the account with Mr*** which does not financially hold her responsible for bills at *** *** *** *** but she had been removedThe representative suggested she start a brand-new account, with a new account numberShe agreed to start a new accountShe provided her social security number and a request to start service in her name was placed for 5/4/On 5/4/17, the technician visited the property to turn the gas service onNo one was there was access insideThe gas remained offOn 5/5/17, Mrs*** called the office and requested the gas service restored same dayThe representative apologized and advised tomorrow would be the soonest date a technician could turn the gas service onAn appointment was scheduled for 5/6/Ms*** asked if she could pay an extra fee to have someone come out the same dayThe representative, apologized and said, unfortunately notThe turn on was rescheduled for 5/6/He asked her if there was anything else he could help with, she said no and the call endedNote: When the representative rescheduled the order, he erroneously used the account that was previously in Mr***’s name, resulting in the account being set back up in his nameThe service was supposed to be in Mrs***’s name onlyOn 5/6/17, the gas service was turned back on erroneously in the name of Mr*** from 5/6/to 6/24/On 5/8/17, a supervisor returned Mrs***’s call and apologized for the delay in returning her callMrs*** said no one had returned her phone call and she was very frustratedThe supervisor confirmed that her services were restored and asked her if there was anything else that she could help withMs*** expressed her dissatisfaction that services were disconnected when she had a court order to maintain gas service in the homeShe also complained about the customer service she received on 5/3/when she stated she was hung up onShe stated she would be filing a formal complaintThe supervisor attempted to address her complaint, Mrs*** said she didn’t want to hear it, asked for her employee number, and said she would also be named in the complaint and she disconnected the callOn 5/9/17, a corrected final bill was rendered to Mr*** for $160.34, the current charges were $and the past due amount was $154.06, the billing dates were from 3/10/17-4/7/On 6/24/17, the gas service stopped in Mr***’s name automatically at *** *** *** *** when the service went into the name of Mr*** the new partyOn 6/26/17, a bill was rendered to Mr*** in the amount of $for gas consumed at *** *** *** ***, where Mrs*** resided and *** *** *** The bill was mailed to *** *** **The bill was a multiple service address for *** *** **billing dates were 6/10/17-6/25/and *** *** *** *** billing date were from 5/7/17-6/24/Mrs*** has had gas service in her name at *** *** **since 9/21/From 9/21/to 2/22/a balance accrued a *** *** **in the amount of $408.85, a payment of $was made on 2/28/paying the balance to $On 2/14/18, Mrs*** filed a complaint with the Revdex.comOn 3/1/18, a payment of $was received which was a settlement offer by the collection agency for the final bill from *** *** *** *** which was rendered on 9/21/to Mr*** in the amount of $The final bill dates were from 8/24/17-9/21/ We contend the gas service was in the name of the primary account holder Mr*** name with his wife Mrs*** who was listed as a secondary non-financial party at *** *** *** *** until 4/7/Mr*** stated he wanted the gas left on but wanted his name removed from the billThe representative erroneously completed a name change and removed Mr***’s name and added Mrs***’s name as the primary account holderIt was determined Mr*** did not change the account into her name, it was an error of the representativeMrs*** then called to start a new account in her name and when turn on was rescheduled for 5/6/17, the representative erroneously added the account under Mr***’s name which resulted in Mrs*** receiving bills in his name during the time she was to have bills mailed in her nameWe show all bills under Mr***’s name and Mrs***’s name has since been paid in fullThe account has been forwarded to Quality Assurance for coaching and counselling to the representative who placed her in que on 5/3/and for the representative who erroneously set up the account in Mr***’s name on 5/6/ THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2016/01/21) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: *** ***
____________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Complaint
ID: XXXXXXX
Rate: GH Residential
___________________________________________________________________________
Comments / Resolution:
Ms*** complaint filed with the is concerning repair work performed by Laclede technicians on her range top and shut off valve for her ovenShe states that neither Customer Service, nor a Foreman will respond to her complaintMs*** states that she called the Company to make repairs to the igniter on her gas cook top and when the technician arrived, he advised her that the repairs were easyShe also states that the technician advised her that other parts would have to be ordered to complete the repair to her oven and cook top or it may be cheaper to get new onesMs*** states that the technician had her sign a paper charging her $for the - minutes that he was at her house and after that, no one called her back from Laclede about the cost of the parts or further repairsShe states that she tried using the cook top and then realized that her gas was off so she called the Company and allegedly was hung up onShe called again and requested a Supervisor and a message was taken for a call back but no one ever calledMs*** states that her son then called and again they were told that a Supervisor would call them back but no one ever did
To resolve her complaint, Ms*** wants the $fee refunded to her
Investigation Results:
My investigation of Ms*** complaint revealed the following:
On 1/6/16, a service technician was routed to her premise to make repairs to her range and buiovenThe technician noted that he was unable to complete the repairs because he needed to order the partsThe range/oven needed flex connectorsHe issued a hazard on the oven and range top due to the appliance having an uncoated brass/button type connector
o Note: The technician was at the premise for minutes and Ms*** was charged $for the trip charge
The same day, at 5:PM, Ms*** contacted the Customer Service Department regarding her range being left off, the CSR noted that she placed her on hold to review the service order and when she went back in on the line, the call was dropped and another dropped inShe did not attempt to call the customer back when she finished the other call
o Note: After the service call, multiple calls were received from persons who identified themselves as Ms*** daughter and son were received; they wanted to complaint about the repair work and about the gas being left offMessages were taken for a Supervisor/Foreman to return their calls; however, they were expecting a call back immediatelyThe Foreman, who is the technician's Supervisor, is in the field and would not have been returning their call until the next day
On 1/7/16, two additional calls were received from Ms*** daughter; upon locating an available Supervisor, he call was transferredThe Supervisor noted that Ms*** daughter was upset because she had requested numerous call backs and no one called herMs*** daughter also alleged that the technician did not inform her mother that he was turning off the gas, nor did he tell her what part was neededShe also stated that the part could have been bought at home depot and she would not have had to wait days for Laclede to get part and come back outThe Supervisor apologized for the delay in receiving a call back from the Foreman and explained that a return call from the field takes approximately hours
Later that morning, a technician was routed to the premise to repair the oven/range topThe technician replaced brass flex connectors and left the gas on
Note: The cost for the labor was $255.00; the cost for the parts was $Ms*** was not charged another trip chargeThe combined total of the service calls, plus parts was $However, as a customer service gesture, the Foreman issued a $allowance on the total bill, leaving a balance due of $
Ms*** Revdex.com complaint was subsequently referred to an Administrator over the service department and he in turn contacted Ms*** to discuss the complaintThe Administrator reported that upon speaking to her, she stated that he had not filed a complaint and appeared not to know what he was talking aboutHe asked her if her range/stove top was working and she stated yesMs*** then stated that perhaps her son or daughter-in-law had filed the complaint because they were upset about her gas being turned offThe Administrator explained to her that the gas to her furnace was not turned off; only the gas to the range/cook top, but Ms*** seemed to not understand the differenceThe Administrator inquired a second time if her gas was on to the range/cook top and she stated yes; no other action was taken by the Administrator
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: *** *** 3/29/___________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Mr*** 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*** 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*** 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*** 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*** 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: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION