Spire

Initial Business Response /* (1000, 7, 2016/01/22) */
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 stated the following:
On 12/22/15, the "View/Pay E Bill" option on the Company's website was updated without informing customers
She went to pay her bill as and her account information was removed
She entered her information as she has done over years ago and for some reason, the website did not accept it
She called customer service and they could not explain what happened
She asked if someone could contact the technical department to see if changes were made to the website or her account but the Supervisor who assisted her was rude and just said that nothing could be done
She recently received a letter for a $charge and wants to know why she is being charged when she contacted Customer Service and a Supervisor when she had issues
Now, when she logs in, the system indicates that she has a past due balance of $on her previous bill
To resolve her complaint, Ms*** wants the $charge adjusted and a Supervisor that knows what they are talking about to contact her about her online account; specifically, why the system was not correctly updated and how her account information was removedShe feels that if this information cannot be provided that the customer information has been compromised and that legal action needs to be taken against the CompanyMs*** states that there is a way for the Company to see ow and when accounts are accessed even if it is just the Technology Department doing so
Investigation Details:
A review of the gas account records for Ms*** determined that when the Company's bill payment system was updated, due to human error, Ms*** original account created to access her bill/make payments on-line was deletedThus she had to create another account for payment submissionWhen her second account was created, the system then located her previous account and pulled data from her former account resulting in two records being created for her
Per the IT Department, the duplicate record has been deleted and Ms*** is now able to access and/or pay her bill through customer connection
The $fee assessed on her account has also been waived
Note: At no time was Ms*** information compromised as the error was due to human error on the Company's part
On 1/22/16, a Customer Service Supervisor contacted Ms*** and advised her of the above informationMs*** was satisfied with the resolution of her complaint
Distribution: ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Initial Consumer Rebuttal /* (2000, 9, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate being contacted by the supervisor from LacledeI'm glad they were able to find out what happened

Initial Business Response /* (1000, 5, 2015/11/04) */
Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Ms*** filed an inquiry with the Revdex.com stating the following:
In 08/she purchased the property at *** *** *** Laclede gas came out to her home to
repair a gas leak, without notifying her he cut the gas line to her furnace
She was not aware of this until she went to use her furnace in 10/
Ms*** contacted the Customer Service Department and the Representative sent out an emergency call
The technician arrived and advised Ms*** that he was unable to make the repairsHe advised her that he would have a Foreman call her back
Ms*** stated that it was days and the weather was getting cold and she had not heard from the Foreman
She contacted the Customer Service Department and was told that there was nothing that could be done
To resolve her complaint Ms*** is requesting that the Company repair the gas line they damaged
Upon receipt of the inquiry I forwarded Ms*** concerns to a Foreman for investigation and response
The Foreman stated that he spoke with Ms*** on Friday 10/23/He explained that her pipe was cut and caped due to the gas leakMs*** advised the Foreman that the serviceman did not explain why a pipe had to be cut and that it was a pipe that fed to her furnaceThe Foreman agreed to send a serviceman out Monday 10/26/to reconnect the gas line at no charge; he advised her that if any other repairs were needed she would be charged, Ms*** agreed and on 10/26/a serviceman arrived he reconnected the gas line at no charge, he found leaks at the furnace and made those repairs, Ms*** was charged $to repair leaks at the furnaceThe serviceman also located a leak at a set of vent free logs, he disconnected and caped the logs and recommended that she purchase new logs
It appears the matter had already been resolvedI left a message advising Ms*** to call me directly if she has additional questions or concerns

Laclede Gas Company Community Services Department Revdex.com CASD Investigator: *** *** 3/15/___________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms*** filed a complaint with the Revdex.com alleging that she was under the Cold Weather Rule with an agreement to pay $by 3/11/16. She claims that she spoke with a Customer Service Representative (CSR) and asked if she was unable to pay the bill by 3/11/and her service was disconnected, would she need $for her reconnection and the CSR told her yes. Ms***_ states that she advised the CSR that she should have the money by 3/25/16; however, her service was disconnected on 3/11/and when she called the Company again, she was told that she has to pay $for the reconnection of her serviceTo resolve her complaint, Ms*** would like to pay $on 3/25/for the reconnection of her gas serviceInvestigation Results: On 8/12/15, Ms***_’s gas service was disconnected for non-paymentOn 8/13/15, a final bill was rendered reflecting an accumulated gas account balance due of $On 9/1/15, a late fee of $was added to the final bill bringing the balance due to $On 11/12/15, Ms*** contacted the Customer Service Department for a reconnection amount under the CWR plan was advised to pay $330.00. Note: The CWR plan has progressive amounts for turn-on; 12%, 50% or $and 80%. Each time a customer is disconnected/reconnected the amount required for reconnection progresses to the next levelOn 11/20/15, Ms*** paid $330.00; her gas service was reconnected on 11/23/Ms*** was established on a monthly budget of $to pay off her gas arrears plus current bills, but she failed to make the monthly budget paymentsOn 2/24/16, the severance process was started on her account; a notice was mailed warning that her gas service would be disconnected unless a minimum payment of $was received on or by 3/9/On 2/26/16, Ms*** contacted the Customer Service Department and a CSR advised her that the least amount she could pay to stop the disconnection was $(budget arrears + late fees). The CSR noted that Ms*** stated she would try to pay this amount and that she was advised that failure to pay may result in her service being disconnectedOn 2/27/16, a payment of $was posted to the account. Ms*** contacted the Customer Service Department after making the payment and the CSR advised her she still would have to pay $by 3/8/to stop her account from being On 3/9/15, Ms*** contacted the Customer Service Department and stated that she could not pay $to stop the disconnection; she requested to speak to a Supervisor and a message was taken for a call backOn 3/11/16, the gas service was disconnected for non-payment; the accumulated gas account balance due was $694.77. After the service was disconnected, Ms*** contacted the Customer Service Department and a CSR advised her that she needed $to restore the service, which was 80% of her balance. Ms*** then claimed she was advised by another CSR that she could pay $to restore her service. The CSR reviewed the records and advised her there was nothing noted to support this claim and that she has always had a balance on her account since early and that since she has defaulted on the CWR plan, she now needs to make a payment of 80% of her balance On 3/19/16, a Supervisor returned her call and as a customer service gesture, authorized the reconnection of her gas for a payment of $260.00. The Supervisor apologized for the delay in contacting her and explained that as numerous customers are calling this time of the year, there is a back log of call backs. As Ms*** inquiries to the Customer Service Department were handled correctly by the CSRs and a Supervisor has already contacted her and reduced the reconnection amount, I did not contact her. Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX
Ms*** filed an inquiry with the Revdex.com stating the following:
She contacted the Customer Service Department to inquire about her account and a Representative removed her account from budget billing and advised her to
call back at a later date to establish payment arrangements
Ms*** made a $payment because that was all she could afford and the Company still disconnected her gas service
She has children that started school on 08/17/and they are unable to take warm baths
She believes she has a bladder infection due to her not being able to shower or bathe for days
She has been unable to prepare warm meals for her family
Ms*** states that the Company does not care about their customer's health and they treat human beings like animals
To resolve her complaint, Ms*** is requesting that the Company restore her gas service immediately and wants payment arrangements on her accountShe states that if she has a bladder infection she will sue the Company
A review of Company records revealed the following:
On 07/27/15, the severance process was started on the account and a disconnection notice was mailed warning that the service would be disconnected unless a payment of $was received on or before 08/10/
On 08/03/15, Ms*** contacted the Customer Service Department inquiring about her account balanceThe Representative advised her that her account balance was $and she was further past due on her Cold Weather Rule plan $(reason the budget was canceled)The Representative advised her next bill would be rendered on 08/04/and that since her balance would be increasing, she should call back on 08/04/to establish other payment arrangements on the account
On 08/04/15, a payment in the amount of $posted to the accountThe same day, a bill was rendered reflecting an accumulated gas account balance of $
On 08/05/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected and to avoid the disconnection, a payment of $must be received on or before 08/10/
o NOTE: The CWR plan cancelled lowering her amount due; she also made a payment of $was the reason the disconnection amount due was reduced to $
On 08/12/15, the gas service was disconnected for non-payment
Later on 08/12/15, Ms*** fiancé *** requested to be added to the account as the secondary account holder so that he could obtain information about the accountThe Representative advised *** that a payment of $was required to restore the gas service
Later on 08/12/15, Ms*** contacted the Customer Service Department and stated that she called on 08/03/or 08/04/15, and was advised to call back on 08/12/for payment arrangementsShe was upset that her gas was disconnected and now she is being told to pay $for reconnectionMs*** requested to speak to a Supervisor and a message was taken for a call back
On 08/14/15, Ms*** contacted the Customer Service Department and advised the Representative that she has a bladder infection and she was contacting the Revdex.comThe Supervisor made an unsuccessful attempt to reach her to discuss her account and left a message in her voice mail to return the call if she was still in need of assistance
On 08/17/15, Ms*** spoke with a Supervisor who clarified that the Representative she spoke with on 8/3/remarked her account that he advised her to call back on 08/04/Ms*** then stated that she was unable to call on 08/04/because she was busy at workThe Supervisor stated that if she would have called on 08/04/she would have been told to pay $and the remaining balance would be due on her next billAs a customer service gesture, the Supervisor lowered the reconnection amount to $and since Ms*** already paid $100.00, she needs an additional $to have the service restored
o Later on 08/17/15, Ms*** paid $and a same day reconnection order was placed on the Emergency Dispatching Board; the order was completed the same day
Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms***

Laclede Gas Company
Community Services Department Revdex.com CASD Investigator: *** *** ____________________________________________________________________________ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Mr*** filed a complaint with the Revdex.com stating that the Company came out to install an outdoor meter. His property was excavated in three places, the first hole for the meter was the wrong location, another hole was left open for more than days and during the excavation a drain pipe to carry water away from the home was damagedMr*** states the work has been completed but water continues to come into the basement. Mr*** also stated that bricks to his paving was removed and not replaced and the granite to the curb stone has sunk To resolve his complaint, Mr*** is requesting that the curb be the same height as the curb stones on the other side, the driveway be repaved, his drain pipe repaired, seal basement to prevent the water from coming in and repair the damaged siding as well as provide a mold litigation Upon receipt of the complaint, I forwarded Mr***’s concerns to a Foreman in Construction & Maintenance for investigation On 11/07/16, the Foreman advised me that he met with Mr***, at 2:PM on Friday 11/04/at the address in question. Mr*** discussed his concerns as mentioned above with the Foreman; the Foreman provided him a few printed copies of a Google maps view from July showing there was no change to his driveway and curb since 2011; the curb was sunk in and almost nonexistent in that picture. Mr*** agreed, and commented that he must have been complacent with the existing and had not realized the curb and driveway had been in that condition for such a long time The Foreman viewed the water in the basement and the conditions of the exterior. Mr*** showed him the inside area where water and dirt had entered and stated that once he placed the tarp on the ground, that the water leak had stopped, his roof is also at a degree pitch, and when it rains the water overflows his gutters and runs off onto the ground. The Foreman spoke to the technicians that were assigned to relocating the meter from the inside to outside; the technician’s stated that the house was for sale at the time, and upon first entry, it was damp and full of cobwebsThe technician dug a hole near the front of the house in a logically location near the old reader. When the crew gained entry, the riser needed to be moved towards the back, at that time the basement wall had just been finished and the meter access was limited; the home owner had to cut the new wall out so there was access to the meter. The old riser hole was backfilled and concrete was poured and restored to previous condition Mr*** believes that the Company should take some responsibility and the Foreman agreed that the Company would make repairs to the concrete in the area where the riser excavation were; pour a concrete base with asphalt cap approximately feet wide at the driveway apronThe repairs should be completed by 11/14/if the weather permits Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Spire
Community Services Department Revdex.com Received 12/18/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Comments / Resolution: MsS____ filed a complaint with the MPSC stating she is in threat of disconnectionShe is in the process of receiving financial assistance on her account, however she is unable to do so due to her name also being on her grandfather (D____ A____ at M____ St.) account. She was added to his account in and speaks on his behalf because he cannot hearMsS____ is requesting the Revdex.com investigate her concerns Reviewing the account, I found that MsS_____ filed a complaint with the MSPC also on 12/18/17. She had filed a complaint with the MPSC in disputing a transferred debt. The investigation found that she was not responsible for a transferred debt in the amount of $so the charges were reversed NOTE: MsS____ had service in her name at Iowa from 08/02/to 06/05/15; her final bill amount was $ Account Details (MsS__): On 06/08/15, a final bill in the amount of $was rendered for I____.On 06/10/15, MsS____ requested a copy of her final bill sent to H____, Defiance MOOn 07/01/15, a late fee in the amount of $was assessed increasing the amount due to $580.51.On 11/02/15, MsS____ requested Fbe sent to F____.On 01/05/16, MsS____ called and requested a final bill be sent to F____; she stated she was trying to receive assistance but the Fhad an account number with all zeros.On 01/16/16, MsS____ called in and requested to start service; the Representative advised her that under the CWR plan she needed $235.83.Later on 01/16/16, MsS____ called in requesting service; she was advised she needed $236.00.On 01/19/16, MsS____ called in requesting service at M____ she stated she was receiving assistance. The Representative advised her she needed the pledge or payment before she could start service.On 01/22/16, due to a pledge for $the service was started at M____ for MsS____. The gas was already on so it was billed back to 01/18/NOTE: There were no other payments made on the accountMonthly bills were sent; the service was disconnected on 08/05/for nonpaymentOn 07/18/16, the severance process was started, a notice was mailed advising MsS____ to pay a minimum of $on or before 08/01/16; the amount due was $892.05.On 07/27/16, a 96-Hour notice was mailed advising MsS____ to pay $on or before 08/01/to avoid disconnection of her gas service.On 07/28/16, a bill was rendered in the amount of $940.05.On 08/05/16, the gas service at was disconnected for nonpayment.On 08/08/16, a final bill was rendered in the amount of $950.82.On 09/01/16, a late fee in the amount of $was assessed increasing the amount due to $NOTE: Due to a, pending pledge in the amount of $296.00; MsS____ could start new serviceOn 11/17/17, service started for MsS____ at H____On 11/21/17, $from M____ transferred.On 11/21/17, a bill was rendered for Ms*** at H____ in the amount of $1,($+ $reconnection fee +$current charges).On 12/03/17, a payment in the amount of $posted to MsS____ account at H____; lowering the amount due to $961.83.On 12/07/17, MsS____ called in inquiring about her account balance at H____. The Representative advised her $which included a reconnection fee. She advised the Representative that she should not be charged a reconnection fee. The Representative sent a request to a Supervisor to remove the reconnection feeNOTE: The reconnection fee was waived; lowering the balance to $On 12/07/17, MsS____ called in to see if there was a pledge, the Representative advised her a pledge was not showing.Later on 12/07/17, MsS____ called back to see if there was a pledge for her at H____; the Representative advised her there was no pledge.Later on 12/07/17, MsS____ called to see if there was a pledge for her account at H____; she was advised no pledge.On 12/13/17, a late fee was assessed in the amount of $13.50; increasing the balance to $913.33.On 12/17/17, the account showed a pending pledge for $for MsS____.On 12/18/17, MsS____ was incorrectly advised that there was no pledgeOn 12/18/17, The Representative called MsS____ back and advised her of the pending pledge.On 12/18/17, MsS____ filed a complaint with the Revdex.com and MPSC. (Grandfather): On 10/17/17, MsS____ called in on her grandfather’s account at M____She advised the Representative that she should not be listed as financially responsible; she has her own account where she needs assistance.On 11/15/17, a pledge in the amount of $was made to restore service at M____ for MrA____. On 11/21/17, MsS____ called inquiring about a pledge for her grandfather’s account. The Representative advised her that there was a pledge for $and it was enough for Mr*** to start serviceThe appointment was scheduled for 11/22/for I____.On 11/22/17, service was started for Mr*** at I____.On 12/05/17, MrA____ gave permission for the Representative to speak to C___. They requested to stop service at I____ and start service at M____ in his name.On 12/05/17, service at M_____ was started for MrA____ On 12/07/17, MsS____ requested to be removed from her grandfather’s account at M____. Her name was removed. On 12/19/17, I called MsS____ regarding the complaint she filed with the Revdex.com. I advised her that reviewing the account at M____ her name was removed on 12/07/and there is no record that her name is tied to his debt. She advised me that she did not want to be on his account at all; she will just be with him when she calls and he can give permission to speak to herI advised MsS____ that I put her social security number in the system and only her account pulled upMs*** thanked me Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I do not recall the address the rep told me services were connected at nor do I have an acct numberThe last four digits of my social security number are ***.
Sincerely,
*** ***

Good afternoon,
I apologize if I caused any confusion when I responded previouslyI've had the opportunity to review Mr***'s account history to provide a report summaryPlease, let me know if you have any additional questions
Thank you!
*** ***

Final Consumer Response /* (2000, 7, 2015/10/22) */
When I told the company of my Revdex.com complaint, they finally called (an hour later than they promised me, but nonetheless), and offered me the refund that was due to me by way of a MAIL CHECK - even though I paid with a card immediatelyAt least I
am getting my refund

Initial Business Response /* (1000, 5, 2016/02/04) */
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 Revdex.com is concerning the cancellation of her budget billingShe stated that on 01/29/2016, she called Laclede Gas inquiring about her account balance because she was on budget billingThe Representative advised her that her budget billing had cancelled; Ms*** questioned why her budget cancelled since she had paid her bill in full on 12/31/The Representative advised her that she was late paying her 01/07/bill; she advised him that the payment was made on 12/31/so it was earlyThe Representative explained that in December she paid for November and when she paid on 01/07/that paid for December
Ms*** believed that she was caught up until 02/01/She contacted the Company again on 01/29/the Representative was rude and confirmed that her budget cancelled and her account balance was $81.75, Ms*** requested to speak to a Supervisor and was advised that a Supervisor would return her call in to days
To resolve her complaint, Ms*** is requesting an explanation as to why her budget cancelled and to be placed back on budget billing
Investigation Results:
My investigation of Ms*** complaint revealed the following:
On 10/06/14, Ms*** received a pledge in the amount of $126.00; her account was placed on the Cold Weather Rule (CWR) plan for $a month
o NOTE: Although Ms*** paid often, she did not pay every month nor did she pay the required amount
On 11/3/15, a notice was sent to Ms*** advising her that her budget billing was cancelled due to irregular paymentsThe letter advised her to pay her balance due or the arrears ($274.74) to restore her budget billing
On 11/05/15, a bill was rendered reflecting an amount due of $247.36; Ms*** was further past due on her budget than her actual gas balance
On 11/15/15, a payment in the amount of $posted
On 12/31/15, a payment in the amount of $posted
On 12/28/15, Ms*** spoke to a Customer Service Representative and was advised that her account balance was $and would be past due after 12/28/
On 01/07/16, a bill was rendered (budget cancelled) reflecting an account balance of $
On 02/01/16, Ms*** filed a complaint with the Revdex.com
On 02/02/16, I spoke to Ms*** and apologized for any rude service she may have experiencedI explained the above information to her in detailMs*** understood and thanked me for the explanation and stated that she understood the reason for the budget cancellationI advised Ms*** that I had reset her budget to $a month to start with her 02/04/billI gave her my direct number XXX-XXX-XXXX and advised her to call me directly if she has additional questions or concerns; she thanked me for working with her
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/07/22) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 07/15/
CASD Investigator: *** ***
Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX
Rate: GH
Residential
Comments / Resolution:
Ms*** filed a high bill complaint with the Revdex.com stating the following:
She received her monthly bill on 07/04/for gas service from 06/01/to 06/30/in the amount of $671.74; the bill indicated that therms were used
She contacted the Customer Service Department regarding the bill and the Representative advised her that she was being billed for gas she had previously usedThe Representative explained that the meter had stopped working in March so she was not charged for gas from March to June
The Representative also advised her that the Company came out and changed her meter on 06/11/15; but she was home on that date and no one from Laclede Gas called her, knocked on the door, or left any notification
She analyzed her monthly bills for the last four years and on average for the time frame in question she used therms
A Laclede Gas technician came out on 07/08/and performed a High Bill investigation and found an internal leak on the dryer, and water heater and shut off those appliances
She paid a private contractor $to investigate the leaks but the contractor was unable to detect any leaks
She contacted the Customer service Department on 07/13/and requested to speak to a Supervisor regarding her concernsThe Customer Service Representative took her information and advised her that a Supervisor would call her back but as of the date of her complaint, she had not received a call
To resolve her complaint, Mr*** is requesting that the Company explain how she used therms in months
Upon receipt of the inquiry I forwarded Ms*** concerns to a Meter Reading & Billing Supervisor and a Meter Reading Analyst for investigation and response
The Supervisor from the Meter Reading & Billing Department stated that the (Automated Meter Reader) AMR stopped working properly on 3/12/which is what prompted Landis & Gyr, the Company that maintains the AMR modules, to visit on 06/10/Landis & Gyr repaired the AMR and corrected the reading to match the meter reading, which advanced the AMR reading by CCFWhen Meter Reading & Billing Department issued the corrected bill, Ms*** was erroneously billed all the usage in month; however, the usage should have been billed over a one year period from the date of discovery
The Meter Reading & Billing Analyst stated that his investigation found that the account appeared to have been equipped with an AMR module that registered use slower than the actual meter index for the past few yearsHe stated that usage per the AMR read registered consistently slow until March when it stopped registering the usage altogetherBoth the Supervisor and Analyst agreed that a substantial bill allowance should be made since majority of the usage was accumulated over a period of time that was greater than one year
o NOTE: On 07/16/15, the Meter Reading & Billing Supervisor adjusted the bill to only charge Ms*** from 03/01/to 06/30/since the AMR readings completely stopped during that time frameThe bill was reduced from $to $
On 07/16/15, I spoke to Ms*** and advised that her concerns were forwarded to the Meter Reading & Billing Department for review and it was determined that the AMR device had been running slow for a few years, not just from 06/01/to 06/30/I further explained that the problem with the AMR was discovered when the AMR stopped registering usage in March I explained that since the problem was for a period greater than year, as a customer service gesture, the Meter Reading and Billing Supervisor adjusted the bill and reduced the charges from $to $I apologized for her inconvenience and offered Ms*** payment arrangements on the balance of the bill but she declinedI advised her that the adjusted bill was rendered on 07/16/and advised her to contact me after she receives the bill should she have any additional concerns when she receives the bill
Ms*** was pleased with the adjustment and thanked me for explaining the account in detail
Distribution: ** ** *** Revdex.com, File

Initial Business Response /* (1000, 5, 2015/10/15) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 10/6/
CASD Supervisor: *** ***
________________________________________________________________________________...⇄ /> Customer Info: Account ID:
XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Comments / Resolution:
Ms*** complaint is concerning a debt of $which was transferred from her mother's account to her active gas accountShe states that her mother is disabled and she only assists her with her business matters; however, in August 2015, she received a bill with her mother's delinquent balance added to her accountMs*** states that she contacted the Customer Service Department regarding the transferred balance and was told by a Customer Service Representative (CSR) that the bill was transferred to her because it was believed that she resided at the premise with her motherShe was instructed to provide proof of her residency so that the bill could further investigated and/or reversedMs*** states that she provided the information to Company, along with a detailed explanation that while she sometime uses her mother's address to receive mail; she does not live with her motherShe also states that she should never have been added to the account as a financially responsible party without her permission and is upset over the Company's threat to disconnect her gas service
To resolve her complaint, Ms*** wants her mother's balance removed from her account because it is not her debt
Note: Upon receipt of the Revdex.com inquiry, I reviewed the gas account records for Ms*** account, as well as her mother's address and discovered that a Customer Service Department Supervisor had already resolved this matterThe debt of $was reversed and returned back to Ms*** mother's account at *** *** Her mother's gas account records have also been updated removing her as having any financial responsibility for the bill; she is reflected as a family member which will allow her to continue to make inquiries on her mother's accountAs this matter was already resolved, the CASD did not contact Ms***
Account Details:
Ms*** mother's gas service was disconnected for non-payment at *** *** on 6/1/
The write off process began on 6/29/and upon reviewing the records, it was discovered that Ms*** was listed as a financially responsible party on the account so instead of sending the bill to a collection agency; the debt was transferred to her account at *** *** on 7/16/
On 7/28/15, Ms*** contacted the Customer Service Department to dispute the bill; a request was issued to the Credit & Collection Department to investigate this matter furtherThe Collection Department reviewed the transfer again and noted that their investigation determined that Ms*** business, assets and license website all list her at her mother's addressThe account was noted that she would have to provide additional proof before the charge would be removed from her account
On 8/27/15, Ms*** contacted the Customer Service Department again and was advised that she would need to fax additional proof of where she was residing during the period in question, i.e., electric bill, bank statement, etc
On 9/2/15, Ms*** placed a follcall to the Customer Service Department and the CSR noted that she had faxed the requested information
On 9/18/15, a disconnection notice was rendered on the account because at that time, she had not been cleared as the person responsible for the debt
On 10/6/15, Ms*** spoke to the Customer Service Department Supervisor and indicated above; she resolved the billing dispute and reversed the transfer of the debt
Distribution: JLTrachsel, Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2016/03/03) */
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 Revdex.com is concerning budget billingShe states that her 01/26/bill reflected a zero balance; however, in February she received a notice that her budget billing would cancel due to irregular paymentsMs*** contacted the Customer Service Department regarding her account but the Representative was unable to explain her account
To resolve her complaint, Ms*** is requesting an explanation and to continue on budget billing
Investigation Results:
My investigation of Ms*** complaint revealed the following:
On 07/10/15, Ms*** gas service was disconnected for non-payment
On 07/13/15, a final bill was rendered in the amount of $
On 08/03/15, a late fee in the amount of $was assessed increasing the balance to $
On 10/22/15, Ms*** gas service was restored under the Cold Weather Rule (CWR) planMs*** received a pledge in the amount of $
On 10/29/15, a bill was rendered in the amount of $612.30, which included the $reconnection fee
On 11/24/15, a bill was rendered reflecting an amount due of $
On 11/24/15, the pledge payment in the amount of $posted on the account, lowering the balance to $
Ms*** contacted the Customer Service Department inquiring about her account balanceThe Representative advised her to pay $to establish the CWR plan
On 12/21/15, a pending pledge in the amount of $reflected on the account which resulted in the CWR plan being established; the plan amount was $
On 12/28/15, a bill was rendered reflecting an account balance of $527.41, the CWR amount due was $
On 12/30/15, the pledge payment of $posted to the account
On 01/26/16, a bill was rendered reflecting an amount due of $(due to the pledge payment); the account balance was $
On 02/03/16, the CWR plan defaulted due to irregular paymentsThe payment of $was not paid on the bill rendered 12/28/
On 02/10/16, a notice was mailed advising Ms*** that her budget had cancelled due to irregular payments
On 02/23/16, Ms*** contacted the Customer Service Department inquiring about her budget billing, the Representative attempted to explain the reason for the cancellation but Ms*** ended the callThe Representative set the account back on the CWR plan for the $pledgeThe plan amount was $
On 02/24/16, a bill was rendered in the amount of $475.81, the CWR plan amount due is $
On 03/03/16, I left a detailed message for Ms*** and explained the above information to her in detailI explained the CWR cancelled due to irregular payments, her bill reflected a zero amount due after a pledge payment posted on the accountI advised her that her CWR plan was re-established and is $per month
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company
Community Services Department Revdex.com Received 08/08/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Mr*** filed a complaint with the Revdex.com disputing charges for Home Sale Inspections (HSI). He stated that on 5/26/17, Laclede Gas provided inspections for buildings that he was in the process of purchasing. Mr*** was quoted $per building and $per minute for the first minutesHe received multiple bills were received in excessive amounts and without breakdown of the chargesMr*** contacted the Company on 6/27/after receipt of the bill in the amount of $1,to dispute the charges; he requested a breakdown of the charges and was placed on hold for 30+ minutes and was given the run around with an explanationMr*** was advised that a Manager would call him back with specific information; a manager called and left me a message stating the charges were accurate and provided no specific informationMr*** again called disputing the charges on 7/5/at PM with the same response after having to repeat the entire situation again and being on hold for an excessive amount of time he again advised that someone would call him back and the charges were placed in dispute Mr*** spoke with a Representative *** who stated she would place the charges back in dispute and email him the breakdown of the chargesMr*** states he was again placed on hold for an insane amount of time and never received the promised email of the breakdown of the chargesOn 7/20/17, he received a collection notice from *** group regarding this matterHe is insulted and infuriated that after his countless calls of dispute and requests for resolution with the intent of paying the appropriate amounts that could be verified as accurate, the balance was sent to collectionsMr*** called AGAIN for the fourth time on 7/20/and explained the entire situation again to the attendantShe placed him on hold for 40+ minutes while trying to resolve the issue. The matter still has not been resolved To resolve his complaint, he is requesting Laclede Gas provide him with the specific charges billed in an itemized statement. He is requesting his account be pulled from the Collection agency My investigation of Mr***’s complaint revealed that the billing was originally billed as follows: The first technician inspected *** *** *** ($150.00) 2nd floor ($52.28), *** *** *** ($52.28) 2nd floor ($69.70) *** *** 1st ($78.41) and 2nd floor ($150.00)The second technician inspected *** *** *** *** ($150.00) 2nd floor ($150.00)The third technician inspected *** *** *** *** *** *** *** *** *** *** *** ***; he combined the billing in the amount of $which includes the $and $for labor Upon receipt of the complaint, I left a message advising Mr*** that the charges were being fully investigated and I would contact him back with my findings. I forwarded his concerns to the Foreman over the technicians that worked on the inspections that that billed $1,241.70. The Foreman advised me that Mr***_ was properly advised that if units (Duplex) the 1st inspection is $150.00, the other units are $per minute. Mr***_ was billed more than what was quoted due to different technicians inspecting the buildings; technician charged the $inspection fee for multiple units. He advised me that after reviewing the tickets Mr*** should had been billed $1,098.30. There was a total of units inspected with several leaks found and noted. Below is a breakdown of how the units should have been billed Below is how it should have been billed: *** *** 1fl $*** *** 2fl $(minutes) *** *** 1fl $52,(minutes) *** *** 2fl $(minutes) *** *** 1fl $(minutes) *** *** 2fl $(minutes) *** *** 1fl $*** *** 2fl $(minutes) *** *** 1fl $*** *** 2fl $(minutes) *** *** 1fl $(minutes) *** *** 2fl $(minutes) Totals $1,098.30; as a Customer Service gesture and for Mr***’s inconvenience I corrected the billing by waiving of the $charges that was billed lowering the amount due to $ On 08/15/17, I spoke to Mr***_ and explained the above findings. I advised him that although he should have been charged $1,098.30; removing of the $charges would lower the amount to $941.70. Mr***_ was pleased with the outcome and thanked me for the investigation and correcting the chargesDistribution: ** ** ***l, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Spire
Community Services Department
Revdex.com
Received 10/31/
CASD Investigator: *** ***
________________________________________________________________________________...⇄ /> Customer Info: Account ID:***
Complaint ID: ***
Rate: GH Residential
________________________________________________________________________________...⇄ /> Comments / Resolution:
Mr
J__ filed a complaint with the Revdex.com on 10/31/MrJ__
states his gas service was disconnected on 10/30/He contacted the office
when he arrived home from work to see how much was required to restore
servicesMrJ__ states he started calling about 3:P.Mand was put on hold
for approximately an hour before the phone call dropped, this happened several
timesMrJ__ states his mother started calling at 5:PM and the same thing happened
to her, she continued to call until 7:PM at which time she was told the
office was closedMrJ__ states he made a payment of $online and
started calling again the following morningMrJ__ states he called the
emergency line to advise someone payment was made and to schedule a same day
reconnectionMrJ__ states due to his work schedule his mother had to call
and spoke with a representative who informed her there were phone issues was
the reason the phone calls were droppingMrJ__ states his daughter who
resides with him had to be taken to his mother’s homeMrJ__ due to service
not being able to be restored until the following day
To
resolve his complaint MrJ____ is requesting his $reconnection fee be
waived
Account Details:
On
10/23/17, a 96-hour final notice was rendered to MrJ__ indicating the amount
due was $and the amount to avoid disconnection was $by 10/26/17.On
10/30/the gas service was disconnected for non-paymentMr
J__ made a payment of $and requested a same day reconnectionMrJ__
was informed the next available date for reconnection would be the following
dayMrJ__ requested to speak with a supervisorOn
10/31/17, The Supervisor paced a same day reconnection on the emergency
dispatch board to restore the service.On
10/31/17, the gas service was restoredOn
11/06/17, the payment made to restore the service was returned; notice was sent
to MrJ____ advising him of the returned payment of $215.00. This was the 3rd returned payment
since 09/2016. After
reviewing MrJ__’s account, the $reconnection fee will remain because it
is a valid chargeThe gas service was disconnected for non-paymentNow, the
service has been restored without a paymentA notice was rendered to MrJ__
informing him of his returned payment and he has yet to make the payment goodNo credit will be issued to MrJ__ and no
fees will be removed THIS REPORT
CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION ** ** ***, Revdex.com,
File
Tell us why here

I would like to add this in addition to my complaint*** *** Company states in their response back that we have talked to "legal representatives" what legal representatives have we talked too? *** ***? She is para-legal, not a lawyer licensed to practice law under her own? Are *** and ***, the last representatives that we talked to legal representatives? *** the director in the meter department is a legal representative? *** from the Office of the President Of *** Gas is a legal representative? Are they licensed in Missouri? Under the Missouri Bar? Bottom, line is none of *** *** Companies legal representatives have reached out to us or made any contactBy your response back to the Revdex.com though it sounds like you are allowing customer service representatives to impersonate themselves as legal representatives In addition to the complaints that I will file with the FTC, Attorney General's Office and the Consumer Financial Bureau, I will also file a complaint with the Missouri Bar Association and inform in my complaint that *** *** is allowing customer service representative are being allowed to impersonate themselves as licensed attorneys

Laclede Gas
Company
Community Services Department
Revdex.com
Received: 07/12/
CASD Investigator: *** ***
Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential
Comments / Resolution:
Ms*** filed a complaint with the Revdex.com stating that she received a letter from Laclede Gas requesting her to schedule an appointment for a meter change. She scheduled the appointment for 06/03/16. On 06/03/the technician arrived to change out the meter and stated there was a leak in the fuel run; he was unable to advise her exactly where the leak was but he advised her she could call Laclede gas to schedule service work, an electrician or a plumberShe contacted Laclede gas Customer Service and the appointment was scheduled for 06/08/ The technician that arrived was the same technician that came out to change the meter that advised her of the leak
She feels that he was unable to locate the leak on 06/03/but now since it is service work he is able to locate the leak. Ms***__ states that her son was present both times and watched over the technician. The leak was found at the water heater. The technician did not bring in his tools and had to leave the house several times and also called for assistance. Minutes later she was charged for hours $429.90; the technician was there from 12:to 3:Pm. Ms*** believes the technician should have found the leak on 06/03/she has been a customer for years and does not approve of how this was handled
To resolve her complaint she is requesting a billing adjustment
Upon receipt of the complaint I forwarded Ms***_ concerns to a Foreman for investigation. After reviewing the account the Foreman advised me the technician made several repairs to Ms***__’s fuel runThe job was time consuming and the charges are valid. Ms***_ signed the receipt after the job was completed with no complaints
On 06/08/16, a technician was dispatched to Ms***’s property for service work (repair fuel run). Upon arrival he pressure rested the lines and repaired the leaks. He tested the fuel run a second time and found more leaks that he also repaired; each time he tested the fuel run he had to walk from the basement to the meter outside. Ms***’s son was there and removed ceiling tiles to try to help locate hidden fuel runs. The foreman stated that majority of the repairs made consisted of taking the pipes apart, repairing them and putting them back together was the reason the technician called for assistance from another technician
o NOTE: On 07/18/16, Ms***_ paid off the charges for her service work
On 07/22/16, I called Ms*** regarding her complaint filed to the Revdex.com. She refused to speak to me she stated she will wait to hear from the Revdex.com
DISTRIBUTION: ** ** ***,
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Page of

Complaint: ***
I am rejecting this response because: this person contacted me at night...Leaving a voicemail explaining that I did not provide an account number
or an address....I don't know the account number associated with this fraudulent account, nor do I know the address the services where/are on atI just know the address is not nor has ever been mine....And no one at that address has ever had my permission to use my informationI work and I run a hotel and have not had an opportunity to contact this person back, however, will as soon as possibleNeedlesstosay, this issue wouldn't be an issue if their procedures to start new services included verification of identificationI never gave this company authorization to use my information and it is absurd that someone else can!?!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Not only am I rejecting this response back, but this is further proof to show that *** *** Company has lied in their responses back to the Revdex.com. We specifically asked for *** *** Company to provide proof that there were returned checks, and they didn't supply proof, because there were no checks ever used or written on the account. Next, the letter that I provided clearly states why they aren't pursuing after the debtIf the Revdex.com wants to call *** or *** from ***, they will get the same response I've been posting on hereIt is because *** *** Company didn't validate the debt when they placed it for collection***, was more than generous to give them over days to validate the debt, in which *** *** never sent them proof, this is per *** and *** at ***, this is why it has been removed and closed from *** and the dispute was found in my favor. With all the new information that we have been given, I plan on filing a complaint with the Consumer Financial Protection Bureau as *** *** Company is clearly violating laws that protect us under the FDCPAIt clearly states it is against the law for them to try and collect on a debt that they can't validate. As well in addition to filing a complaint with the Consumer Financial Protection BureauI'm looking into the possibility of filing complaints with the Attorney General's Office and the FTC, for *** *** Company/Spire committing fraud on my account and making up allegations. With all the evidence and proof I've shown clearly it is obvious that *** *** Company doesn't accept responsibility for the fraudulent actions they have committed in the processSorry, but enough is enough and the lies need to stopBottom line is if gas service isn't restored, by Wednesday November 23, 2017 with no deposit, or reconnect fees, I will have no choice, but to start the process of filing a complaint with the Attorney General's Office and the FTC, along with the Consumer Financial Protection Bureau about *** *** Companies fraudulent actions they continue to proceed with.
Sincerely,
*** ***