Spire

To whom it may concern, The services for the customer has been reconnectedI am requested an extension until 3/6/to submit the complaint thru the Revdex.com complaint HUB

Initial Business Response /* (1000, 5, 2015/10/16) */
Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX
Mr*** filed an inquiry with the Revdex.com stating the following:
Mr*** filed an inquiry with the Revdex.com requesting that his reconnection fee be waivedHe states that
prior to his service being disconnected he paid $and the Company's website reflected an amount due of only $Once his service was disconnected he contacted the Customer Service Department and a Representative advised him that only the information on the paper bill reflects accurate account informationMr*** is requesting that the Revdex.com investigate his concerns
To resolve his complaint, Mr*** is requesting that the Company refund his reconnection fee and fix the website so the information is accurate
A review of Company records revealed the following that Ms*** filed the same inquiry with the MPSC and the following was found:
On 09/18/15, a disconnection notice was mailed advising him to pay $on or before 10/2/to avoid disconnection
On 09/28/15, a payment posted in the amount of $
On 09/28/15, a bill was rendered reflecting an amount due of $The bill advised him that his gas was scheduled to be shut off for non-payment
On 10/02/15, a 96-Hour notice was mailed advising him to pay $on or before 10/02/to avoid disconnection
On 10/02/15, a payment in the amount of $posted
On 10/06/15, the gas service was disconnected for non-payment
Later on 10/06/15, Ms*** contacted the Customer Service Department regarding the disconnectionThe Representative advised her that the payment of $was not enough to stop the disconnection, she advised Ms*** that a payment of $was needed to restore the gas service
o NOTE: Since the gas service was disconnected a minimum of 80% was needed to restore the service
On 10/06/15, Ms*** contacted the Customer Service Department and made a payment of $with the Representative to restore her serviceThe reconnection was scheduled for 10/07/15; the Representative advised her of a $reconnection fee, Ms*** did not dispute the charge, she confirmed with the Representative that the reconnection charge would be billed to her account, and did not have to be paid at that time
o NOTE: Reviewing the account, there is no record that the reconnection fee had been assessed
On 10/07/15, Mr*** called the Customer Service Department requesting the phone number to the MPSCHe advised the Representative that the information on the website was not accurate and did not show that the account was in threat of disconnectionThe Representative advised him that bills and notices are being mailed to him which advises him if he is in threat of disconnectionI listened to the call and there was no mention from the Representative that only the paper bills reflect accurate information
Although Customer Connection (website) does not display the disconnection notice; it reflects the account balance, the current charge amount, and gives the customer the option to view their bill, which would state if the customer was in threat of disconnectionDisconnection notices are mailed to Customers directly with the amount needed to stop the disconnection and the date payment is neededSee attached, Customer Connection assists customer with the following:
View/Pay E Bill
Set up, Remove or Edit Recurring Payments
View/Add/Edit Payment Accounts
View Payment History
Set up General Budget Billing Plan
On 10/14/15, I left a detailed message for Mr*** explaining the above findingsI apologized for the inconvenience and explained that prior to the disconnection the balance was $343.96; he paid $lowering the balance to $68.96, as a Customer Service gesture I waived a late fee of $leaving an amount due of $

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,
*** ***

Initial Business Response /* (1000, 5, 2015/12/02) */
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 amount required for the reconnection of her gas serviceShe claims that she was quoted two different amounts, $and $Ms*** states that she requested to speak to a Supervisor and when her call was returned, it was during her work hours so she missed the call
To resolve her complaint, she wants her gas service restored for $
Investigation Results:
A review of the records for Ms*** account revealed that her gas service was disconnected for non-payment on 5/27/
On 5/28/15, a final bill was rendered reflecting an accumulated gas account balance due of $1,
On 6/4/15, a late fee of $was assessed on the unpaid bill; balance due now is $1,
On 11/21/15, Ms*** contacted the customer service department inquiring about the amount required to reconnect the gas serviceThe CSR advised her that she would have to pay 80% of her bill, which was $
Note: The CWR plan is a progressive payment plan wherein a customer's gas service can be restored at different levels, i.e12%, 50% or 80% of the billMs*** gas service has already been restored for 12% and 50% and she was placed on a budget plan; however, she failed to make her payments resulting in service being disconnected
Ms*** stated that she was previously told that she could pay $to have her service restored but there is no record of her calling prior to 11/21/and there is no record of her being advised to pay $for the reconnection of her service
On 11/24/15, I telephoned Ms*** and advised her that although she was correctly advised that she would need $to restore her service, as a customer relations gesture I will authorize the reconnection of her service for $I advised her that going forward, if her service is disconnected again, she will be required to pay 80% of her bill for reconnection
Note: As of 12/2/15, Ms*** still has not paid the $and her gas service is still off
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Initial Consumer Rebuttal /* (1500, 7, 2015/12/02) */

In order to investigate his complaint, Mr*** will need to provide us with additional information, such as, the address where we told him the debt occurred, the account number or at least the last digits of his social security number because when you search by his name only, multiple accounts come up

Good afternoon, Please, see the attached document. Have a great day and holiday weekend. Thank you.*** ***

Laclede Gas Company
Community Services Department Revdex.com Received 08/29/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: 5201414483 Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Mr*** filed a complaint with the Revdex.com stating that the gas service was disconnected on 08/25/for nonpayment. He stated that *** *** ** *** sent a pledge of $to Laclede on 8/25/and he contacted the Company to notify them of the pledge, however the pledge did not apply to his account until 8/28/Mr*** claims he made a derogatory statement to them, therefore Laclede has pushed back reconnectionHe is requesting that the Revdex.com investigate his concerns Upon receipt of the complaint I reviewed the account and found that on 08/28/at 7:AM due to an e-mail received from *** *** a pledge was entered in the amount of $174.59; the account was noted that when Mr*** calls a reconnection could be scheduled and the deposit and reconnection fee would be billed to the account • At 8:AM, Mr*** contacted the Customer Service department and scheduled the reconnection for 08/30/• Later on 08/28/17, Mr***’s called back and rescheduled the reconnection for 08/29/• At 9:AMMr*** called back and requested the service be restored sooner. The Representative advised him that 08/29/was the soonest; Mr*** requested to speak to a Supervisor. The call was transferred• The Supervisor noted that she confirmed the next available date was 08/29/17; later in the call Mr*** advised the Supervisor that since nothing can be done about how the pledges are handled he will be angry and upset and when the technician arrives he would take it out with him. The Supervisor noted that she felt that was a threat and sent the information to Security; the reconnection order was cancelled until the matter is cleared by security NOTE: The Director of Corporate Security stated that a threat investigation takes about weeks unless there are extenuating circumstances. Once the investigation is completed an assessment is conducted to determine if the account can be cleared; if the account is cleared a police escort is required when the appointment is made to restore service. Account Details: • On 08/09/17, the severance process was started on the account; a notice was mailed warning that the service would be disconnected unless a minimum payment of $was received on or before 08/23/The amount was due was $• On 08/16/17, a bill was rendered in the amount of $• On 08/18/17, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected for non-payment• On 08/23/17, Mr*** called and stated he received a disconnection notice; he stated a payment would be paid by the end of the week; he stated he was seeking outside assistance• On 08/25/at 10:AM, Mr*** called to see if the disconnection date could be extended; the Representative advised him it could not. • On 08/25/at 2:PM, the gas service was disconnected for non-payment• On 08/25/at 3:PM, *** *** sent an e-mail to the Heat Assist mail box advising that they wanted to pledge $• On 08/25/at 4:PM, Mr*** called to see if he received a pledge; the Representative advised him that a pledge was not showing• On 08/26/(Saturday), Mr*** called to see if the pledge posted; the pledge had not posted• Later on 08/26/17, Mr*** called again and was advised that there was no pledge• On 08/28/at 7:AM, the account was noted that *** *** pledged $It was noted that when Mr*** called in a reconnection could be scheduled and the deposit and reconnection fee would be billed• At 8:AM, Mr*** contacted the Customer Service department and scheduled the reconnection for 08/30/• Later on 08/28/17, Mr*** called back and rescheduled the reconnection for 08/29/• At 9:AM, Mr*** called back and requested the service be restored sooner. The Representative advised him that 08/29/was the soonest; Mr*** requested to speak to a Supervisor. The call was transferred• The Supervisor noted that she confirmed the next available date was 08/29/17; later in the call Mr*** advised the Supervisor that since nothing can be done about how the pledges are handled he will be angry and upset and when the technician arrives he would take it out with him. The Supervisor felt the comment was a threat and sent the information to Security; the reconnection order was cancelled until cleared by security• On 08/29/17, Mr*** filed a complaint with the Revdex.com and Missouri Public Service Commission As of 08/30/17, Security had not released the account to schedule the reconnection. Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

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

Initial Business Response /* (1000, 5, 2015/08/28) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 8/18/
CASD Investigator: *** ***
Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX
Rate: GH Residential
Comments / Resolution:
Ms*** filed an inquiry with the Revdex.com and stated the following:
After she sold her home and closed her account, she received a refund check from the Company
Months later, she received a past due bill for $
She contacted the Company and we admitted to the error, but she does not understand how the bill can be this high
She received some information from the Company that she does not understand
She requested a written statement explaining the bill further but it has not been received
To resolve the complaint, she wants the bill adjusted and/or written off because this was not her error and the account has been closed
Investigation Details:
A review of the records for Ms*** former address determined that her bill was adjusted to correct and undercharge on her account, which stemmed from the AMR module failing to accurately transmit her usage for several months
Ms*** was only billed the minimum customer charge of $+ tax; she was not billed for any usage during the adjusted period even though she was using gas
The AMR issued was discovered on 3/4/when a technician was routed to investigate the zero usage being transmitted; while at the premise, a meter reading of Xwas obtainedAs of 2/22/15, Ms*** had only been billed up to XThe reading of Xindicated an undercharge of CCFThe account was referred to the Meter Reading and Billing Services Department for adjustment; however, there was a delay in completing the rebill on her account
In the interim, Ms*** ended her account at this address and because she was on budget billing and had a credit on her account, the credit balance was refunded to her in errorThe account should have been rebilled first and the credit applied to the adjusted bill amount
On 6/2/15, an adjusted bill was rendered on the account and although she had been undercharged by CCF, she was not billed for all the usage for two reasons, 1) we could not determine the exact period of time for the undercharge and 2) per MPSC Tariff, we can only bill the account one year from the date of discoveryAfter reviewing Ms*** past usage history at the address prior to the AMR malfunction and the degree day data, it was determined that she would only be billed for CCFThe account was subsequently rebilled from 6/23/to 2/22/The zero usage bills rendered for this period totaling $were credited back to the account; a corrected amount for the same time period of $was then billed, leaving a difference due of $
The charge for gas service from 2/23/to 4/4/(turn-off date) was $The refund of $was charged back to the account, bringing the total due on the account to $As of 2/23/15, the credit balance was $This amount was applied to the adjusted bill, along with a customer payment of $5.00, leaving a balance due on the account of $
Per her request, a more detailed explanation of the adjusted bill was placed in the mail to her on 8/27/15, along with a spreadsheet depicting the bills rendered on the account both before and after the adjustmentMy contact information was also provided with instructions for her to call me if she had further questions on the account
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company
Community Services Department Revdex.com CASD Investigator: *** *** ____________________________________________________________________________ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ___________________________________________________________________________ Comments / Resolution: Ms*** filed a complaint with the Revdex.com stating that she has been having issues with the Company for over two years. She has paid the Company close to $3,000.oo; two months ago she paid $because she needed to pay 60% to be placed on the Cold Weather Rule payment plan (CWR) and she is not in threat of disconnection again; if you make an arrangement under cold weather then you shouldn't have these issues. The Company is harassing her and leaving notes on her door, she does not believe she owes as much as the company is claiming. She got behind on all her other bills when she paid the $and the Company is requesting her plan amount be $instead of $40.00. She has heard numerous stories about the Company and does not have any other choice but to use the Company To resolve her complaint, she wants to stop being harassed and set up on the CWR plan Upon reviewing the account I found that Ms*** filed a complaint with the Revdex.com on 02/08/(***) stating that she had a roommate named *** *** that was supposed to have been responsible for the gas billHowever, the gas bill was never paid and her roommate was incarcerated and when he was released he moved back to MinnesotaMs*** contacted the Company to transfer the service into her name and was advised that the balance was $1,800.00. She was shocked that the balance had accumulated to that amount but she was able to come up with $1,to avoid disconnection. Ms*** states that the Customer Service Representative was rude and the Company bullied her by threating to disconnect her gas service on numerous occasions Her mother paid $towards the balance and was told that it was not enough to establish payment arrangements. Ms*** spoke to a manager and arrangements were set for $per month starting in November; she was late with her payment and received a bill on 01/26/requesting payment in the amount of $She then received a letter stating that her budget was due to cancel due to irregular payment. Ms*** stated that she went to talk to someone in person a few months ago only to find out that there is no such place and now she does not trust the Company because they have no compassion for people they serve even when they have made great strides to just to pay a gas bill NOTE: At that time to resolve her complaint, she wanted her budget billing reinstated and wanted an apology Investigation Results: My investigation of Ms***’s complaint revealed the following: On 10/30/15, Ms***_‘s account was placed on the Cold Weather Rule (CWR) plan for $a monthOn 11/24/15, a bill was rendered in the amount of $926.76; the amount due was$On 12/19/15, a payment in the amount of $postedOn 12/28/15, a bill was rendered in the amount of $869.23; the amount due was$151.40, which included a late feeOn 01/26/16, a bill was rendered in the amount of $981.83; the amount due was $On 02/03/16, a letter was mailed to Ms***_ alerting her that her budget was cancelling due to irregular paymentsThe letter advised her to pay the balance due or the arrears ($302.83) to reestablish her plan. On 02/06/16, a payment in the amount of $postedOn 02/08/16, Ms***_ contacted the Customer service Department, requesting to speak to a Supervisor due to her budget cancellingOn 02/09/16, a Supervisor called Ms*** and left a message on her voicemailOn 02/10/16, Ms*** filed a complaint with the Revdex.comOn 02/11/16, Ms***_ called again and requested to speak to a Supervisor, the Representative took a messageOn 02/12/16, I spoke to Ms*** and apologized for any rude service she may have experienced. I explained that her budget cancelled due to her not paying the required amount monthlyMs*** understood and thanked me for the explanation and stated that she understood the reason for the budget cancellation. I advised Ms*** that I had reset her budget to $a month to start with her 02/24/billOn 02/24/16, a bill was rendered reflecting a budget amount of $was dueOn 03/08/16, a payment in the amount of $postedo NOTE: There were no other payments made until 09/2016; On 05/18/16, a letter was mailed to Ms***_ alerting her that her budget was cancelling due to irregular paymentsOn 09/06/16, the severance process was startedA letter was mailed warning that if $was not paid on or before 09/20/16; the gas service could be interruptedOn 09/06/16, a payment in the amount of $postedOn 09/13/16, a payment in the amount of $postedOn 09/15/16, a 96-Hour notice was mailed advising her that her service was still in threat of disconnectionOn 09/19/16, Ms*** contacted the Customer Service Department inquiring about arrangements; she was advised that under the CWR plan she needed to pat 80% of her past due amount of $which was $minus the $in payments = $353.00. Ms*** requested to speak to a SupervisorOn 09/19/16, a Supervisor called Ms***_ and confirmed that she needed to pay an additional $to avoid disconnectionOn 09/19/16, a payment in the amount of $posted. The account was placed on a month payment arrangement of $plus current charges which defaulted due to insufficient paymentso NOTE: There has been no other payments made is why Ms***_ is in threat of disconnection. To stop the disconnection Ms***_ can pay $on or before 12/29/under the CWR. Her disconnection notice is requesting she pay $which is the past due amountOn 12/15/16, the severance process was started. A notice was mailed warning Ms***_ to pay $on or before 12/29/ Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: *** I am rejecting this response because: While the words "disconnect" was removed there still remains a serious issues:On my spire web site I can view bills from July, and bills from October dated one day apart. Missing are August and September bills. I have no idea what I really owe. While I paid your second October bill I do it under protest. Please show me the monthly usage for this year and the bills for August and September And NO my phone log does not show any messages left to me from Spire, so you may want to update your records with my phone number *** Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/11/19) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: *** ***
____________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Rate:
GHRES Complaint ID: XXXXXXXX
___________________________________________________________________________
Comments / Resolution:
Ms*** Revdex.com Complaint is concerning a catbill he received for $He called the Company on 11/07/to close out his gas account and was advised by a Representative that his final balance was $Mr*** questioned the balance and was advised by the Representative that there was a metering issue since he started serviceMr*** asked the Representative how the Company arrived at that amount when they were unable to provide him with accurate billing in the past, he received no response
He believes that if the Company is having metering issues the loss should be on the Company
Mr*** states that he was being billed $to $when the premise was occupied and his final bill is robberyMr*** is disputing the charges and states the Company admitted they had no means of measuring his gas usage
To resolve his complaint, he feels that the Company should fix issues such as his at their own expense and the customer should be informed prior to receiving catbillsMr*** received no notification that there was a problem with the meterMr*** states that any administrative charges should not raise the customer's figure above $
On 11/12/15, I contacted Mr*** and advised him that I was forwarding his concerns to the Meter Reading & Billing Department for investigation and would contact him back with my findings
I forwarded his concerns to the Meter Reading & Billing Department and advised them that Mr*** received a final bill in the amount of $for CCF for service from 10/29/to 11/03/and requested an investigationThey found the following:
A Meter Reading & Billing Supervisor and a Meter Reading Analyst stated that Mr*** started service at *** *** *** *** on 02/02/and the stopped service on 11/03/
The Meter Reading Analyst stated that this issue started shortly after Mr*** started service since an actual reading was obtained on 02/02/
The Company did not discover the issue until 10/24/when a metering exception case was generated and a Representative requested Landis & Gyr visit the premiseUnfortunately when Landis & Gyr reported the verified read it was not followed up by a Representative resulting in not catching and fixing the issue sooner
Landis & Gyr visited the premise on 10/30/and repaired the AMR
On 11/03/a Laclede Gas technician changed the meter and noted that the AMR and Meter both were in line with each other
o NOTE: Between the actual meter reading on 2/2/was Xand the actual read from the meter change on 11/03/was Xwhich is CCF, which is much lower than what the Company estimated (CCF) on his original final billThe billing has been corrected and the amount was lowered from $(estimate) to $(actual)
On 11/19/15, I left a message with Mrs*** requesting that Mr*** call me backWhen Mr*** calls I will advise him so I can advise him of the above, I will explain that Company's tariffs do allow us to go back and make corrections on the account when an undercharge occurs and while we cannot write off gas that was used; we do offer long term payment arrangements on the bill
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Spire Community Services Department Revdex.com Received 11/14/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID:*** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Re-opened case: MsB__ reopened her Revdex.com complaint on 11/14/MsB__ states her gas service was disconnected about two agoWhen she contacted the office to figure out why because she hadn’t received a bill to pay she was told her account was cancelled a year agoMsB__ states she now has a $bill and a disconnection notice ** please refer to complaint number *** filed 10/30/17** Account Details: On 11/8/the disconnection statues from 10/16/was removed from the accountOn 11/8/I contacted MsB__ and offered the option of establishing the (CWR) cold weather rule for a down payment of $by the delinquent date of 11/15/MsB__ indicated she would try to make payment to install the CWR budget plan but she wasn’t sureShe was informed her next bill with additional charges would print 11/21/17.MsB__ has failed to make a payment to continue the service or establish the CWR budget.Due to no payment on the account since 7/25/17, MsB__’s account is back in disconnect statues.The balance currently due on the account is $and the amount to avoid disconnection is $712.50. Note: MsB__’s request to remove $from her account has been denied. Resolution: Upon receipt of the re-opened case, I called MsB__ and left a detailed message advising her the current disconnection statues on her accountSpire will accept a minimum payment of $by 11/22/to stop the disconnection and install a twelve (12) month payment arrangement on the remaining balanceI also left my phone number for further discussion of the account or questions concerning her complaintMsB__ has not responded to my voicemail THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page of Distribution: ** ** ***l, Revdex.com, File

Complaint: ***
I am rejecting this response because: as stated in the documents provided by SpireI contacted them on 2/27/to make a payment of $I called in because I received a collection call from an outside collection agencyWhen on the phone with customer
service rep I advised that I never received a bill and have had issues with my mailHe never told me that my services were scheduled for disconnection or that I needed to pay more or anything in regards to that I asked if there was an option for email notifications when an invoice has been generated, I was told yes and proceeded to give my email to the CSR I am not going to call you to make sure that you are billing meService was stopped effective on 8/16/yet wasn't shut off for almost a year laterWho were you billing for the services during that time frame, who were you going to make responsible? this company cannot even show the slightest bit of integrity or take any type of responsibility in this matterI cannot believe that I am going to be forced to pay for a mistake that they made and there is nothing that I can do since they monopolized the whole damn areaAnd since when do you have to pay a deposit on utilities? We can't choose another utility service, is that even legal? I'm at a loss as to what to do here.
Sincerely,
*** ***

Spire
Community Services Department Revdex.com Received 11/21/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: MrH____ filed a complaint with the Revdex.com stating Spire notified them that the meter needed a routine inspectionMrH____ states they scheduled an appointment for 09/19/to have the inspection completed but the technician did not show as scheduled; another appointment was scheduled for 10/04/and again it was a no showOn 11/21/17, they woke up to a cold house and no hot waterMrH____ contacted Spire first thing in the morning to explain that his spouse is disabled and is often on bed rest and needs the heat restored due to the temperatures were predicted to be in the 20's that evening. The Representative advised him that since they did not notify the Company in writing in advance that there is a disabled person the Company was "in compliance" and the soonest the service could be restored was 11/22/ Upon receipt of the complaint I forwarded MrH____’s concerns to the Regional Customer Service Coordinator to see if there was record that there were missed appointments; reviewing the account I found no record. The Regional Service Coordinator stated he was unable to locate any orders placed by the customer Account Details: A review of the records for the account determined that the account was overdue for a corrosion inspection. The Company had been trying to get them to schedule the appointment since 05/02/17, the date the first letter was sent. Letters were mailed to the premise on 07/27/17,08/29/17, 09/26/17, 10/01/17, 10/17/17, 10/30/17, 11/06/17; the 10/17/letter warned them that the if they do not call by 10/25/the service would be disconnected until the inspection is completed and there would be a $reconnection fee On 11/20/17, the gas service was disconnected for non-compliance.On 11/21/17, MrH_____ called regarding his service being disconnected for non-compliance. The Representative scheduled the reconnection for the next available date 11/22/17. MrH___ advised that his wife was disabled and the Representative sent the customer an elderly/disabled application to fill out and return so the account would be coded that someone in the home was disabledLater on, 11/21/17, MrH____ called back and requested the service be turned on that day. The Representative advised him that the next available date was 11/22/17. MrH____ requested to speak to a Supervisor; the Representative advised him that she could have a Supervisor call him back. MrH____ refused to wait for a call back and stated he would call every minutes.The Supervisor advised Mrs______ that there was no record that they called previously to schedule the appointment and since the service was disconnected for non-compliance the reconnection is scheduled for the next available date which was 11/22/17.On 11/22/17, the inspection was completed and the service was restored.On 11/28/17, MrsH______ called to verify inspection had been completed. The Representative advised her the inspection was completed prior to the service being restored and waived the reconnection fee. NOTE: If a customer is disconnected for non-compliance the reconnect is not a same day orderThe reconnect order will be assessed a $reconnection fee. Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Tell us why here......

                                        ...⇄ Laclede Gas Company                                    �...⇄ Community Services Department                                   ...⇄ Revdex.com Received 11/21/17                                    ...⇄ CASD Investigator: [redacted]______________________________________________________________________...⇄ Customer Info:                 Account ID:[redacted]                                    Complaint ID: [redacted]                                   ...⇄                                                           ...⇄                                         ...⇄    Rate: GH Residential      ________________________________________________________________________________...⇄ / Resolution: Mr. W­­__ filed a complaint with the Revdex.com stating he hired Spire to perform a gas inspection prior to purchasing his home at [redacted] M_____ St. Mr. W__ states prior to the inspection there was a strong odor of gas which Spire sent a technician out to investigate. The technician noted on the report there were no leaks found despite the noticeable strong odor as soon as the front door was opened. Immediately after Spire’s inspection, Mr. W__ states he visited the property and noticed the strong odor had not ceased. He contacted Spire’s emergency line to report the gas odor. Spire dispatched two service technicians who initially stated they didn’t know how gas could be smelled considering the gas has been off. The service technicians discovered contrary to their system, the gas had not been shut off at the property. The service technicians entered the home and acknowledged the strong odor. Mr. W__ states the technician advised they could not find the gas leak and stated they will shut the gas off and the technician that will be assigned to turn the service back on will check for any leaks. Since Spire’s inspector failed to locate the leak and erroneously marked their inspection as “passed”, the original owner had no liability to correct the problem and Mr. W_____ were held by contract to complete the sale and take possession of the property. Recently, he had a licensed plumber come to assess the water heater in the home and the plumber found there was a major gas leak in the appliance that should have been discovered by Spire’s technician.   Account Details:  On 9/19/17, Spire performed a Home Sale Inspection at [redacted] M__ Ln., and noted that all appliances passed.On 9/19/17, later in the day Ms. W__ reported a slight odor of gas inside. A Spire technician was immediately dispatched and found a leak in the fuel run, leaving the gas service off for repairs. On 10/03/17, Ms. W__ contacted customer service and requested gas to be established in her name effective 10/7/17.On 10/7/17, a technician completed a gas safe inspection and turned the gas on. On 11/20/17, Ms. W__ contacted the office and was upset because she did not have hot water. She was advised that there would be a service charge; Ms. W__ advised the Representative that she should not be held responsible for fees to repair the water heater. She stated that she would not have purchased the property if she would have known the water heater required repairs. The Representative sent the information to a Foreman and requested charges be waived. The customer also requested a letter stating the gas service was successfully turned on effective date 10/7/17.On 11/21/17, the foreman contacted the customer and arranged to replace the gas valve on the water heater at no charge. The foreman indicated the valve at the water heater cycled off and on was the reason the leak could not be detected at the time of the inspection. On 11/21/17, Mr. W__ filed a complaint with the Revdex.com. On 11/27/17, a technician was routed to the address of [redacted] M__ Ln. and replaced the water heater valve at no charge.  Resolution: On 11/29/17, I contacted Mr. W__ to discuss his complaint in which Mr. W__ requested the water heater to be replaced. This was requested was denied by the foreman. Mr. W__ then requested to speak with someone higher regarding his concern of his family and his complaint of the water heater valve which was installed on 11/27/17. Mr. W__ demanded a return call by 3PM or he would contact his attorney. The foreman contacted Mr. __ who agreed to waive the $150.00 Home Sale Inspection fee and to issue a six (6) month warranty on the water heater valve.                              Distribution:  [redacted], Revdex.com, File                       THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/11/23) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 11/16/2015
CASD Investigator: [redacted]
Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX
Ms. [redacted] filed an inquiry...

with the Revdex.com stating the following:
She contacted the Customer Service Department inquiring about the amount needed to stop disconnection. The Representative advised her to pay $109.00, and the remaining balance would be placed on a payment arrangement.
When she called back she spoke to another Representative that advised her she needed $189.00.
Ms. [redacted] states that she only has $109.00; she is only receiving unemployment benefits for $134.00 per week.
She wants to know how she can be quoted 2 different amounts by Representatives from the Company.
Ms. [redacted] will not receive her next unemployment check until next week and the Company will not work with her.

To resolve her complaint, Ms. [redacted] is requesting that the Company accepts the $109.00; the amount she was originally quoted.

Upon reviewing the records for Ms. [redacted] account, I discovered that on 11/16/15 the matter had already been resolved by a Customer Service Representative. She made a payment with a Customer Service Representative of $136.83, the disconnection was cancelled and Ms. [redacted] was placed on the Cold Weather Rule (CWR) plan which is the most lenient plan available.
A review of Company records revealed the following:
On 11/02/15, the severance process was started on the account and a disconnection notice was mailed warning that the service would be disconnected unless a payment of $181.95 was received on or before 11/16/15.
On 08/03/15, Ms. [redacted] contacted the Customer Service Department inquiring about her account balance. The Representative advised her that her account balance was $300.21 and the amount to stop the disconnection was $181.95, the Representative advised her that the minimum would be 60% of the balance which was $180.13 by 11/16/15.
On 11/16/15, Ms. [redacted] contacted the Customer Service Department and the Representative advised her that the minimum to stop the disconnection under the CWR plan was $136.83.
Later on 11/16/15, Ms. [redacted] called the Customer Service Department and made a payment of $136.83; the disconnection was cancelled and her account was placed on the CWR plan.
Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms. [redacted]

Complaint: [redacted]
I am rejecting this response because:First and foremost [redacted] Company is making false allegations and slandering statements on everything they've responded back to the Revdex.com on.  First, in regards to blaming my husband  for talking to all the representatives and the language we were contacted by numerous supervisors in regards to the call (because [redacted] records conversations) and the supervisors called to apologize for the way their own representatives talked, and language they used. ([redacted], [redacted], [redacted], [redacted] are all a couple of the supervisors that apologized on behalf of the way their customer service representatives talked to my husband and I. As for checks that were returned for insufficient funds, I would love to see copies of those checks that they claimed were sent back for insufficient funds, both front and back of the checks. I don't think that [redacted] will send copies because there were never any checks written to [redacted] or to pay via bill matrix for services. ( would like to see copies along with my bank) Because they are unware of any bounced checks. And I believe that [redacted] waived the return check fees as well. Third, in regards to setting up services under a business name. My husband is a general partner is a business [redacted]. In which the business has no-outstanding balances with [redacted] Company. Again, [redacted] Company has fabricated this. In fact they have lied about what happened. First of [redacted] is listed under the Missouri Secretary Of States office showing proof of a legal operating business in the City Of Florissant, Missouri. The representative stated that it is illegal to operate a business out of a residence and not a commercial dwelling in which, my husband told the gentlemen, it isn't illegal and he didn't appreciate being lied to. On May 6th, 2017 the representative that my husband was  discussing this matter threatening "prosecution" against my husband for false allegations that wound up resulting in my husbands favors. On May 8th, 2017 [redacted] Company showed up to premises stating the customer service representative stated the meter had been tampered with. The [redacted] Representative's allegations wound up being false, and untrue. As well, we took pictures and recorded a video to back our claim to show proof that the meter has been untouched and the key lock is in place. As well at 2:30pm in May 8th, 2017 a supervisor contact [redacted] personaly at [redacted], Thomas to apologize for the behavior of the customer service representative and the false allegations that the representative made, along with illegally threatening any prosecution. My husband isn't lying about owing a business nor does the business have a outstanding debt owed to [redacted]. You can reference the Missouri Secretary Of States Website for prove of being a legal business. I believe it is very unprofessional and unethical for another company to make false allegations that aren't true about another business. Especially when they are legal bound and practice under law in the state and abiding by all laws. Next, we never denied [redacted] from coming out and checking the meter. In fact [redacted] was suppose to check the meter for inaccuracies back August through December of 2016 as well the months Jan-March of 2017. Each time they were suppose to come out and check the meter they failed to show. As for Feb of 2017, [redacted] caused stress to the gas line/run/meter causing physical damage. They left unions on the ground as well from the physical force the line, meter was detached from the siding. ( I will send pictures showing the proof of those as well) In fact my father in law was there for that incident in which one of the technicians placed a order to have a new meter installed, due to rust corrosion on the current meter. (to date that still hasn't been replaced, regardless of gas services) as well when we asked about why services was disconnected the technician let I and my father in law read directly from his in unit laptop that they accidentally turned off gas services.As for the collection agency, [redacted], as of October 22, 2017 they have already contacted us and told us they will NOT go after collecting any balance and have marked if for removal on my credit report for dispute/inaccurate balance/ fraudulent/ on [redacted] Companies part. Resulting in my favor.  They had it sent to the credit reporting agencies for removal on October the 6th, 2017. As for disputing any balance that is the whole purpose of a dispute, is to dispute. As for sending proof of the amount owed, [redacted] to date hasn't sent proof of any bill balance being owed. In fact during the time that my husband talked to [redacted] and [redacted], he was suppose to get a excel spreadsheet of these balances and they to date haven't sent any copy. And yes I did re-open to the Missouri Public Service Commission because [redacted] is lying about these account balances. From the time they sent it over to the collection agency back in August up until October they gave you well over 30 days to send proof.  No proof wasn't sent by [redacted], which is why they have marked it as [redacted] fraudulently trying to collect a balance they aren't owed. After reading [redacted] Company/Spires response back I can't believe all the false allegations and slander they are making up on this. I can't believe this gas company is allowed to get away with all the false allegations that they are putting on here and in response to my husbands own personal business I can't believe the false allegations that you typed physically. I don't know how Spire conducts their business, but from the sound of it and the false allegations that have been found not to be true they are unprofessional all the way from the CEO, to the customer service representatives. I will attach all pictures via email 
Sincerely,
[redacted]

Revdex.com:Since filing this complaint, Spire has finally given us the actual meter reading that led them to back charge us $529.31. At no time before filing the complaint has Spire given us the actual corrected reading or a detailed bill showing how they arrived at the amount of...

$529.31. The only information they sent to us were OLD bills that did not show a breakdown of the back charges. At this time, we are satisfied with what Spire has provided to us since opening this complaint.
Sincerely,
[redacted] [redacted]

Initial Business Response /* (1000, 7, 2016/01/29) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 01/14/2016
CASD Supervisor: [redacted]
____________________________________________________________________________
Customer Info: Account ID:...

XXXXXXXXXX Complaint ID: XXXXXXX
Complaint / Inquiry:
Mr. [redacted] filed a complaint with the Revdex.com stating that they moved to [redacted] Dr. 02/25/15 and that day gas service was established. Mr. [redacted] received his 11/03/15 billing statement from Laclede Gas which reflected charges of $1,207.55 for approximately 1893.65 therms. He contacted the Company and a Representative gave him the run around, Mr. [redacted] requested to speak to a Supervisor and was advised that a Supervisor would call him back.
On 01/11/16, he spoke with another Customer Service Representative and she informed him that the reason his high bill was due to a module on the gas meter that transmits the usage/meter readings was not functioning for the 4 months he has been residing there from 3/3/15 through 7/1/15. Mr. [redacted] states that during that time frame he was billed a total of $100.88 by Laclede Gas. Mr. [redacted] is a Mechanical Engineer in the HVAC industry and have included a spreadsheet for reference because the total number of therms Laclede Gas is claiming he used in 4 months is greater than the total therms actually used in a 6 month period; 7/1/15 to 1/4/16.
As of 01/14/16, he had not received a phone call back from a Supervisor/Manager from Laclede Gas and he is not sure how to get this matter resolved.
On 01/14/16, Mr. [redacted] filed a complaint with the Missouri Public Service Commission (MPSC) regarding this same matter. The investigation found:
On 01/15/16, I contacted Mr. [redacted] and apologized for any inconvenience. I advised him that his concerns had been forwarded to the Meter Reading & Billing Department for a thorough investigation and I would contact him back with the findings once the investigation had been completed.
Upon receipt of this inquiry, I contacted the Meter Reading & Billing Department to discuss Mr. [redacted] concerns. A Meter Reading Analyst stated that the AMR at [redacted] Dr. appears to have slowed down in early 2010. He stated that the gas service was turned off on 05/27/10; a Laclede Gas technician noted that the meter read [redacted] and it was read again the next day 05/28/10 for a turn on. The AMR reading on 07/05/10 was [redacted] which indicates that the AMR was registering slowly at that time.
Review of CCF used per AMR reads shows a gradual decline in usage registered each year and then a sudden reduction in usage registered beginning mid-2013. Annual usage May through May per AMR reads is as follows:
2009 - 2010 - 1032ccf
2010 - 2011 - 785ccf
2011 - 2012 - 643ccf
2012 - 2013 - 560ccf
2013 - 2014 - 29ccf
2014 - 2015 - 0ccf
The Meter Reading and Billing Manager reviewed the account and stated that the original catch-up bill dated 11/03/15 for 1944 CCF was incorrect. He requested that a Billing Specialist correct the billing on Mr. [redacted] account and only bill him from his move in date of 02/24/15 to the AMR repair date of 10/24/15; 8 months 676 CCF.
The Meter Reading & Billing Department manually entered the usage month by month for the break-down. The Supervisor in the Meter Reading & Billing Department stated that the CCF are spread between two different rates (Winter & Summer) so once a change is made in the way usage gets billed the dollar amount may change. Mr. [redacted] corrected catch-up bill was for 676 CCF the account balance decreased from $1,482.25 to $729.58.
Account Details:
The AMR appeared to slow down in 2010.
Since service was established for Mr. [redacted] on 02/24/15 the account reflected zero usage, the system accepted the readings as accurate, and thus no billing error alerts were generated.
On 07/13/15, a high/low was created; the Billing Specialist thought the reading was a misread by the technician. The Meter Reading & Billing Manager stated that this should have been sent out as a metering exception case for verification. He stated that he spoke to the Representative and reminded him that situations such as this should always be sent to Landis & Gyr if there is an in and out difference from the meter and AMR.
On 10/19/15, Landis & Gyr produced a Meter Exception Case due to a low battery.
On 10/24/15, Landis & Gyr visited the premise as requested and replaced/repaired the AMR module.
On 11/03/15, a catch-up bill was rendered in the amount of $1,282.50 for 1944 CCF used from 10/02/15 to 11/02/15. The catch-up bill; erroneously billed Mr. [redacted] for usage from 2013.
On 12/02/15, a bill was rendered reflecting an account balance of $1,369.49.
On 01/05/16, a bill was rendered reflecting an account balance of $1,482.25.
On 01/11/16, Mr. [redacted] contacted Customer Service and was advised by the Representative that the AMR was running slow was the reason for the catch-up bill. Mr. [redacted] disagreed and requested to speak to a Supervisor. The Representative took his call back information and advised him that a Supervisor would return his call.
On 01/14/16, Mr. [redacted] filed a complaint with the MPSC and the Revdex.com.
On 01/22/16, I spoke to Mr. [redacted] and advised him of the above findings. He stated that he received a corrected bill 01/21/16 that he is not sure that he agrees with. Mr. [redacted] requested that I send him the AMR reads and copies of his bills for review. He advised me that he will review the information but he still does not believe that he used that amount of gas during that time frame. I advised Mr. [redacted] that the AMR was running slow but the meter tested fine. Mr. [redacted] has my direct number XXX-XXX-XXXX and will call me if he has additional questions or concerns after he receives the information.

In accordance with the Revdex.com request, information that personally identifies the customer is not included on this report.
Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
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