Spire

I would like to add in addition to my complaint [redacted] Companies continued false allegations and accusation need to stop as of today. Calling to dispute a bill isn't harassment.  Showing proof that your company damaged the gas line with providing pictures, isn't harassment.  Send invoices showing the amount of damage you created in damaging personal property, isn't harassment. Supplying a letter showing that I legally don't owe balance of $1647.00 from the collection agency that is having it removed from my credit report because [redacted] Company couldn't validate or prove,the debt was valid, isn't harassment. However, making up lies claiming someone wrote bad checks, yet when I asked through the Revdex.com for [redacted] to supply copies of the checks both front and back and you can't. That is making false accusations. I want to still see both the checks that [redacted] Company says I wrote in their Revdex.com report. Front and back copies of the checks. It is clear and obvious that [redacted] Company has committed fraud, in addition slander, false,accusations and allegations in their Revdex.com report and report to the Missouri Public Service Commission. And that is why we will continue to dispute this  fraudulent debt that your company has created and all the other parties we plan on filing complaints with need to know about [redacted] Companies fraudulent behavior.

To add to my complaint I'm going to point out a couple discrepancies. Such as 8/06/16. When [redacted] states we declined to have the meter read. First and foremost my meter, and I sent pictures of the meter to the Revdex.com, care if [redacted] came to read the meter as the meter is attached to the outside of the house, not the inside. Making it therefore for them to have access to read the meter. They didn't need my permission to come out and read the meter.  The incident on as most recent as 10/2/17 why would I call [redacted] and ask them for the landlord?  If a lien was to be filed I would have to file the lien and bring Spire formerly known as [redacted] Company to court. Not the landlord.  Even if you look at the specific date where [redacted] states they put the $15.00 return check fee in dispute, but I got upset, when they didn't dispute it..... That doesn't make any sense. They  just lied again, right there. A lot of [redacted] Companies responses are typed more as excuses and being over dramatized as compared to what the truth was, and with the pictures, along with everything else I've sent back hopefully they realize I'm the one telling the truth and [redacted] Company is lying and making false accusations and allegations.   [redacted]

Initial Business Response /* (1000, 5, 2015/10/15) */
Customer Info: Account ID: XXXXXXXXXX Complaint ID: XXXXXXX
Ms. [redacted] filed an inquiry with the Revdex.com stating the following:
On or about May of 2015 I called to acquire gas service at [redacted] Dr. A month or so later she...

received a bill for approximately $638.97; she called the Customer Service Department to inquire about the balance and was advised that the balance was a transferred unpaid debt from her previous address of XXXXX [redacted] Dr. Ms. [redacted] advised the Representative that the service at that address was not in her name. She states that because of past experiences, and previous unethical practice's she has encountered with Laclede Gas she included the debt in question into her chapter 7 bankruptcy.
Ms. [redacted] stated that the Representative advised her that she would remove the balance from her account. Approximately 2-3 months she received a bill and it included the previous balance of $638.90. She contacted the Customer Service Department and questioned how the Company can legally add a balance to her bill that wasn't authorized by her, nor was it obtained in my name and was included in her bankruptcy. The Representative advised Ms. [redacted] that there was no record of her bankruptcy and suggested she provide documentation. Ms. [redacted] attorney sent the paperwork to Laclede Gas. She has consistently received bills from Laclede Gas including the debt and on 9/30/15; her gas service was disconnected for non-payment. Ms. [redacted] was advised that although the previous bill was not associated with her name, and was included in her bankruptcy, she is responsible for the balance.
To resolve her complaint, Ms. [redacted] is requesting that the Company remove the balance and her service be restored immediately and the reconnection fee be waived.
A review of Company records revealed:
On 11/05/14, the company received Bankruptcy Notification for Ms. [redacted] the Credit & Collection Department noted that she will not be held financially responsible through 10/27/14 for [redacted] (husband) bill from XXXXX [redacted] Dr. since she filed bankruptcy on that date and [redacted] was not included on her Chapter 7 bankruptcy.
On 05/04/15, Ms. [redacted] contacted the Customer Service Department to establish gas service at [redacted] Dr. The Representative advised her that she was being held responsible for a debt from XXXXX [redacted] Dr. in the amount of $638.97, due to benefit of service with [redacted] Ms. [redacted] advised the Representative that she and [redacted] were separating and he will call the Company to assume responsibility.
On 05/04/15, the Representative submitted a request to have the debt transferred to her active account.
On 05/07/15, a bill was rendered reflecting the $25.00 initiation fee.
On 06/08/15, a bill was rendered reflecting an account balance of $65.91.
On 07/09/15, the debt from XXXXX [redacted] Dr. in the amount of $638.97 transferred to Ms. [redacted] active account.
On 07/09/15, a bill was rendered reflecting an amount due of $754.11, which included the transferred balance of $638.97 and the first two installment of $6.25 for the $25.00 initiation fee.
On 08/07/15, a bill was rendered reflecting an account $806.53.
On 08/14/15, Ms. [redacted] contacted the Customer Service Department to dispute the transferred balance. She advised the Representative of her bankruptcy and advised the Representative that she would fax or e-mail proof to support her dispute. The Representative forwarded her concerns to the Credit & Collection Department for investigation.
On 08/31/15, a disconnection notice was mailed advising Ms. [redacted] to pay $753.83 on or before 09/14/15 to avoid disconnection.
On 09/12/15, a bill was rendered reflecting an account balance of $858.86.
On 09/17/15, a Credit & Collection Representative investigated the transferred balance and noted that Ms. [redacted] filed bankruptcy on 10/27/14. At the time of the filing Ms. [redacted] did not have service in her name. However, after 10-27-14(filing date) she benefited from service with [redacted] at XXXXX [redacted] Dr. the pre-petition debt $182.86 was transferred back to [redacted] account. The post-petition debt of $456.11 will remain on Ms. [redacted] account as she is financially responsible for any debt incurred after 10/27/14.
On 09/18/15, a 96-Hour notice was mailed advising Ms. [redacted] to pay $570.97 (amount needed was lowered due to $182.86 reversing) on or before 09/14/15.
09/30/15, the gas service was disconnected for non-payment.
Later on 09/30/15, Ms. [redacted] contacted the Customer Service Department inquiring about the disconnection. Ms. [redacted] advised the Representative that she submitted her bankruptcy papers to prove she wasn't responsible. She stated that she should not be responsible for the balance because the account was not in her name. The Representative advised Ms. [redacted] of the above findings from the Credit & Collections Department, she advised her that the pre-petition debt of $182.86 had been transferred back to [redacted] but due to benefit of service she is responsible for $456.11. Ms. [redacted] advised the Representative that she was contacting an attorney to dispute this matter further.
Investigation Details:
Accurint trace places Ms. B____ at XXXXX S____ Dr. from 2007 to 2015.
Driver's License search shows Ms. B_____ at XXXXX S_____ Dr. from 1997 to current.
Case.net places Ms. B_____ at XXXXX S____ Dr.
Accurint places J____ B____ at the current address of 440 M____ Dr.
Ms. B____'s bankruptcy papers list XXXXX S_____ Dr. as her address.
On 10/02/15, I left a detailed message for Ms. B____ explaining the above findings. I advised her that her account balance is $708.11 and to restore her gas service she can pay 80%, $567.00; since she states in her inquiry that she was told $480.00, I will accept $480.00 to restore the service. I left my telephone number of XXX-XXX-XXXX and advised Ms. B____ to contact me directly if she has additional questions or concerns.
Since this matter had already been resolved by a Customer Service Supervisor, I did not contact Ms. B______.

Initial Business Response /* (1000, 5, 2016/01/19) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted]
____________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Complaint...

ID: XXXXXXX
Rate: GH Residential
___________________________________________________________________________
Comments / Resolution:
Ms. [redacted] complaint filed with the Revdex.com is concerning a delay in having her service reconnected.
She stated that the [redacted] advised her on 1/7/16 that they had made a pledge on her account and to call the Company to schedule her order and when she did, a CSR advised her to call back on 1/8/16 to schedule the order.
Ms. [redacted] stated that when she called on 1/8/16, the Company refused to schedule her turn-on order the same day.
She called again and the CSR confirmed that a pledge had been made, but told her she would have to call back on Monday; Ms. [redacted] stated that she believes she is getting the run around .
To resolve her complaint, she wanted the service turned on immediately.
Investigation Results:
My investigation of Ms. [redacted] complaint determined that on 4/20/15, she contacted the Customer Service Department and requested a turn-off for her premise at [redacted] On 4/21/15, a technician was dispatched to complete the order; however, upon arrival there was no access to the meter, nor could he disconnect the service at the service point. Erroneously, Ms. [redacted] account was stopped in our billing system even though the gas service remained on at the premise.
On 4/21/15 a final bill was rendered in the amount of $357.74.
On 5/1/15, a late fee of $4.78 was assessed on the bill as it remained unpaid; total due was $362.52.
On 11/3/15, Ms. [redacted] called to schedule a turn-on; the order was scheduled for 11/6/15 because the Company had been notified of a forthcoming Energy Assistance pledge of $296.00.
o Note: The CSR who scheduled this order failed to discover the error made in April 2015.
On 11/6/15, a technician was routed to the premise to complete the turn-on but was unable to do so because there was no access. Later that morning, Ms. [redacted] contacted the Customer Service Department and stated that she was in the hospital and would call back to re-schedule the order after her child was born.
On 11/20/15, when the pledge payment was received, it was rejected and sent back to the state in that as part of our agreement with the State, the gas service must be active when the payment is received.
On 1/7/16, Ms. [redacted] contacted the Company to schedule her turn on; however, since the pledge had been returned, she was advised that she must notify the agency to re-submit and/or notify the Company of the forthcoming pledge.
Ms. [redacted] called back the same day at 4:52 PM and the CSR noted that she advised there was no record of a pending pledge.
On 1/8/16, a party identifying himself as Ms. [redacted] father called in to report a gas odor. A technician was dispatched to Ms. [redacted] premise to investigate the odor and found no leaks. While at the premise, it was discovered that the gas had been on since 4/21/15 and that Ms. [redacted] had not been billed for the usage. The technician was instructed to leave the gas off because no one had ever called to have the service re-established for billing purposes. Later the same day, Ms. [redacted] father called again regarding scheduling a turn-on order and was advised that Ms. [redacted] would have to call to schedule the order. Ms. [redacted] then called and was told that she would have to await the results of an investigation by the Company as to how much usage had occurred since April 2015 and by whom.
On 1/11/16, Ms. [redacted] called again and was advised that the investigation was on-going and to call back in a couple of days for the results and/or to schedule the order.
On 1/14/16, the turn-on order was scheduled for 1/15/16 with instruction to back bill Ms. [redacted] for the usage since 4/21/15 as it was determined that she had not moved and was still occupying the premise.
On 1/15/16, the service was turned back on in Ms. [redacted] name, using the $296.00 energy assistance pledge as the initial payment.
On 1/19/16, the rebill was completed; total cost of gas service from 4/21/15 - 12/29/15 was $357.92; the total balance due on the account is $752.23.
Ms. [redacted] will be placed on the CWR budget plan using the $296.00 energy assistance pledge as the down payment; the budget plan will begin with her next bill, which will be rendered on 1/28/16.
Note: As Ms. [redacted] gas service has already been restored, I did not contact her.
Distribution: [redacted] Revdex.com, File

THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

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

Initial Business Response /* (1000, 5, 2015/12/22) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 12/22/15
CASD Supervisor: [redacted] ___________________________________________________________________________
Customer Info: Account ID:...

XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Comments / Resolution:
Mr. [redacted] filed a complaint with the Revdex.com stating that his gas service was disconnected for non-payment; after he made the payment he service was not immediately restored. Mr. [redacted] has children under 2 years old in the home and the gas was off all day.
To resolve his complaint, Mr. [redacted] wants his gas service restored since his payment has been made.
Account Details:
A review of the records for Mr. [redacted] gas account revealed the following.
On 11/30/15, the severance process started; a notice was mailed advising Mr. [redacted] to pay a minimum of $290.33 on or before 12/14/15 to avoid disconnection.
On 12/09/15, a 96-Hour notice was mailed; advising him to pay a minimum of $153.40 on or before 12/14/15.
On 12/16/15, the gas service was disconnected for non-payment.
On 12/17/15, Mr. [redacted] contacted the Customer Service Department and a Representative advised him that his account balance was $393.40; under the Cold weather Rule he could pau 1/2 his balance $174.00 to restore service.
On 12/18/15, Mr. [redacted] paid $175.00, the next available date to restore service was the next day 12/19/15. Mr. [redacted] was upset and wanted his service restored that day. The Representative advised him that the route for 12/18/15 was over booked.
On 12/19/15, Mr. [redacted] continuously called the Company; he spoke to 2 Supervisors in attempt to get an estimated time of arrival for reconnection. He became irate when a guaranteed time could not be given.
On 12/19/15, the technician arrived to restore the service; due to a leak in the fuel run the service could not be restored.
On 12/21/15, Mr. [redacted] contacted the Customer Service Department stating that the repairs were made and the reconnection was scheduled for the next available date of 12/22/15.
On 12/22/15, Mr. [redacted] gas service was restored.
Since Mr. [redacted] was properly advised by the Customer Service Department and his gas service was restored, the CASD did not contact him.
Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

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

Final Consumer Response /* (2000, 7, 2016/02/24) */
I received the attached letter today from Laclede stating that the collection was place in error by Laclede and will be deleted from my credit report. I appreciate all of your assistance with this matter but would like to formally drop my...

complaint with Laclede regarding their incorrect actions in placing this account with collections, immidiately as the matter has now been resolved in my favor.
Thank you again,
[redacted]

...

                                        ...⇄ Laclede Gas Company                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 04/11/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ________________________________________________________________________________...⇄ Comments / Resolution: Mr. [redacted] filed a complaint with the Revdex.com stating they made a payment by phone and gave the churches bank account and routing number; later the Church received a letter stating the bank account could not be located.  Mr. [redacted] contacted the Company and was told the account number was off by 1 number.  A month later he made another payment by phone and received another letter stating the account could not be located.  Mr. [redacted]_ called again and was told that since it was the 2nd time the gas account was listed as cash only and he was assessed a $15.00 charge.   Account Details:   A review of Mr. [redacted]’s gas account records determined that an alert was placed on the account as “Cash Only” due to payments being made on 03/06/17 and 03/27/17 were not honored.   ·        On 02/27/17, the severance process was started on the account.  A letter was sent advising them to pay $388.31 on or before 03/13/17 to stop the disconnection. ·        On 03/06/17, Mr. [redacted] spoke to a Customer Service Representative and advised her he was mailing $500.00 to stop the disconnection; she advised him that since the account was in threat of disconnection she offered to take the payment by phone.  Mr. [redacted] got the churches Treasurer to do the pay by phone.  I listened to the call and when the Treasurer gave the bank account number he did not provide all the digits is the reason the check was unable to be processed. ·        On 03/13/17, the severance process was started a letter was mailed warning that the service would be disconnected on or after 03/27/17 if a minimum payment of $1,339.38 was not received. ·        On 03/13/17, a letter was mailed to the church advising them that the payment in the amount of $500.00 was returned due to No Account/Unable to Locate Account.  The letter stated that if 2 or more payments are returned we will not accept payment by check for 12 months. ·        On 03/17/17, Mr. [redacted] called regarding the $500.00 returned payment; he gave the Representative the bank account number and routing number to have the payment investigated; Mr. [redacted] also made a payment with the Representative for $500.00; lowering the amount needed to $839.38. ·        On 03/22/17, a 96-Hour notice was sent reminding that service could be disconnected on or after 03/27/17 if $839.38 was not paid. ·        On 03/27/17, Mr. [redacted]_ contacted Customer Service and made a payment for $900.00; to stop the disconnection. I listened to the call and pulled the payment; the Representative did not enter the correct account number resulting in the payment not being able to process correctly. ·        On 03/22/17, as a customer service courtesy the $15.00 returned payment fee was waived. ·        On 04/03/17, a letter was sent to the church advising that the payment for $900.00 had been returned due to No Account/Unable to Locate Account. ·        On 04/05/17, a $15.00 returned payment fee was assessed. ·        On 04/10/17, Mr. [redacted] contacted the Customer Service Department requesting that the payment be researched because he received another letter stating the bank account was not located and was sure the correct banking information had been provided. ·        On 04/12/17, Mr. [redacted] filed a complaint with the Revdex.com.   On 04/12/17, I left a requesting Mr. [redacted] call me directly to discuss his complaint.  When he calls I will advise him of the above findings; due to the second payment not posting being the Companies error I waived the $15.00 returned payment fee that was assessed on 04/05/17, waived late fee’s totaling $31.16 and removed the alert stating that the account was “Cash Only”.     Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

...

                                        ...⇄ Community Services Department                                   ...⇄ Revdex.com Received 10/06/17                                    ...⇄ CASD Investigator: T[redacted]_____________________________________________________________________...⇄ Customer Info:                 Account ID:[redacted]                                    Complaint ID: [redacted]                                   ...⇄                                                           ...⇄                                         ...⇄    Rate: GH Residential      ________________________________________________________________________________...⇄ / Resolution: Ms. [redacted] filed a complaint with the MPSC stating her husband (A. [redacted]) passed away in July.  Mr. [redacted]had a gas account in his name at the [redacted]. In January, a refund check in the amount of $141.04 was mailed in the name of A. [redacted] Ms. [redacted] returned the check and requested the check be placed in her name since Mr. [redacted]was deceased. She has been waiting for Spire to send her a check with her name on it since March 2017 and as of today still had not received a check.Upon receipt of the complaint I found that Ms. [redacted] filed a complaint with the MPSC regarding the same.  The account was investigated and the following was found. Account Details: On 01/27/17, Ms. [redacted] contacted the Customer Department stating Mr. [redacted] passed away on 01/04/17; she verified all account information and scheduled to stop service on 01/30/17. On 01/30/17, the gas account closed for Mr. [redacted]. On 01/30/17, a bill was rendered reflecting a credit balance of ($141.01).On 03/16/17, a refund check was sent in the name of A. [redacted] for $141.01.On 04/24/17, Ms. [redacted] called and requested the refund check be re-issued in her name. She was erroneously advised that we could do a name change and issue a check in her name.On 05/08/17, Ms. [redacted] called the Customer Service Department inquiring about the refund check.  The Representative advised her that the account was noted that the refund check reissue form had been filled out but it did not appear it had been processed.On 05/11/17, the check from 03/16/17 was voided, there was no record that it had been cashed; there was another request made to issue the check in Ms. [redacted]’s name since Mr. [redacted] was deceased.On 06/08/17, a Customer Service Supervisor reissued a request to have the refund check issued in Ms. [redacted]’s name.On 09/08/17, Ms. [redacted] stated she sent the check back because she was unable to cash it since it was in her husband’s name.On 10/06/17, Ms. [redacted]filed a complaint with the Revdex.com and MPSC.On 10/12/17, a call was made to Ms. [redacted] regarding the complaint she filed with the Revdex.com and MPSC. She was advised that since she was not on the account as a secondary account holder or financially responsible prior to Mr. [redacted]’s passing a check could not be issued in her name. Ms. [redacted] can try to submit the check and death certificate to her bank or we could issue the check to the Estate of Mr. [redacted]’s, she declined.    THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 7, 2016/01/29) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted] ________________________________________________________________________________...⇄ /> Customer Info: Account ID:...

XXXXXXXXXX Rate: GHRES Complaint ID: XXXXXXX
________________________________________________________________________________...⇄ Comments / Resolution:
Ms. [redacted] contacted the Revdex.com and stated the following:
The Company messed up her bill and is refusing to initiate service in her name until she pays off the bill, which she does not have.
She called the Company on 1/11/16 to schedule a turn off at [redacted] and schedule a turn-on at [redacted] S [redacted] and the CSR advised her that her name was not to [redacted] The CSR advised her that he would have to look into it and placed her on hold for about 15 minutes and when he came back on the line, he advised that her name had been taken off the address and that no bills had been rendered on the account at [redacted] since 10/2014.
o Note: Ms. [redacted] acknowledges that she did stop receiving mail about the beginning of 2014, though the post office insisted they were delivering mail and that since that time, she has been paying her Ameren and Laclede bills blindly, without really knowing how much I owed.
Ms. [redacted] stated that a little over a year ago, she received a check from the Company for almost $300.00 and at that time, she thought she had just overpaid her bill; she did not cash the check and opted to leave the money in the account and wait until she was notified that she owed money again.
Ms. [redacted] claims her bills were only running $15.00 to $20.00 when she was receiving them.
Ms. [redacted] stated that she spent approximately 30 minutes on the CSR explaining the above information and that he could not explained to her how or why her account was removed; the CSR merely advised her that she was responsible for the gas service during the last several months, which she is not disputing.
Ms. [redacted] stated the CSR advised her that the account would have to be rebilled first and that the payment would have to be "taken care of" before she could start service at her new residence and when she reminded him of the check that had not been cashed, the CSR advised her that it could be credited to the account.
Ms. [redacted] stated that she requested that the CSR have a bill mailed to her by 1/12/16 or she would be contacting a Supervisor and after she did not receive the bill, she called and asked to speak to a supervisor but was told no one was available. She left a message for a call back and after no one called her back, she placed a second call and requested a Supervisor and was told that there is a 24-hour turn around for Supervisors to return calls. After threatening to contact the Revdex.com and/or the States Attorney's Office, she was connected with a Supervisor's voice mail.
To resolve her complaint, Ms. [redacted] wanted her service started at her new address effective 1/13/16 and second, she wanted the Company to figure out what the bill for the old address is and then depending on the amount, establish an affordable payment plan on the bill.
Investigation Details:
My investigation of Ms. [redacted] complaint confirmed that on 9/3/13, a technician was routed to [redacted] to start the service in her name. On the day in question, Ms. [redacted] called and stated that she had missed the technician. The original order was subsequently cancelled so that a new same day order could be entered. The second order was completed by the technician; however, the previously cancelled order overrode the second order, thus the account was never set up in Ms. [redacted] name for billing purposes.
At the time the original order was taken, a security deposit of $62.00 was assessed on the account; to be billed in 4 installments of $15.50.
On 9/26/13, a bill was rendered for the first security deposit installment; the bill also included a gas account number for payment purposes.
Despite no bills being rendered for gas usage, Ms. [redacted] did make payments under this account number totaling $270.00.
On 10/1/14, due to the a credit balance being on the account for several months without any usage being billed, the $270.00 credit, along with deposit interest of $2.09 was refunded to Ms. [redacted] which is the check she is referring to in her complaint.
o Note: The Company did err in not catching this billing issue sooner; however, there is no record that Ms. [redacted] called to question why she was not receiving bills for usage at the address.
As Ms. [redacted] acknowledges that she resided at the address and is responsible for the usage, on 1/29/16, I issued a rebill on the account to correct this error. However, in accordance with the MPSC's Tariff, which permits the Company to go back one year from the date of discovery to correct an undercharge, the rebill period is from 1/13/15 - 1/13/16, a total of 482 CCF was used during this period; the cost for the gas is $718.76.
The gas used from 9/13/13 - 1/13/15 (16 months) is not collectible. Also, Ms. [redacted] is eligible for payment arrangements on the bill up to 24 months.
As for her request to start service at her new address effective 1/13/16, the records indicate that gas service was activated in her name effective 1/13/16, which is the same day requested as the ending date for the previous tenant.

Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 9/22/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: 2272130000                                   Complaint ID: [redacted]                                         ...⇄                                                        ...⇄    Rate: GH Residential             ________________________________________________________________________________...⇄    Comments / Resolution:   Mr. [redacted] contacted the Revdex.com and stated the following:   He said he called the billing phone number on Labor Day to make a payment. First on his credit card it said the payment was denied, then a second payment was attempted but not completed. Mr. [redacted] says he called back and completed the payment. Mr. [redacted] contends his debit card notified him that two (2) payments were made and he was double billed. The second payment bounced his banking account. Mr. [redacted] states he immediately called but found out no one was available until 7 AM on 9/5/17.Mr. [redacted] states he later found out he was billed three (3) times. Mr. [redacted] also includes in his complaint that Spire will credit account for future billing and this has caused him to lose money due to the company’s failure. He states Spire refuses to do anything.   NOTE: IVR is a customer initiated automated payment option. The processing fee is $1.60 to make a payment up to $1,000.00 24 hours/7 days a week.   Investigation Results:   We show records that indicate a payment in the amount of $130.26 was made at 4:34:56 AM on 9/4/17 using a credit card ending in 6780. This payment was processed and posted on the account immediately with a confirmation number of [redacted].The second payment of $132.21 was made on 9/4/17 at 4:44:27 AM using a pin less debit card ending in [redacted]. The payment was immediately posted on Mr. [redacted] account and the confirmation number was [redacted].The third payment was processed on 9/4/17 at 4:48:29 in the amount of $130.26. The payment was immediately posted toward the account balance and the confirmation number provided was [redacted].The total amount paid on the account on 9/4/17 was $392.73. The amount due on the account was $130.26. With the payment of $392.73 posting on the account, a credit balance of $262.47 was created. On 9/5/17 Mr. [redacted] contacted the office and stated that someone attempted to make a payment and records showed that two (2) payments were taken from her account. (It appears that a female party made the payment) Mr. [redacted] was asked to be placed on hold for further investigation of the payments. The representative returned to the phone and informed Mr. [redacted] there were three (3) payments that were showing posting on the account. The representative informed Mr. [redacted] that she could request a refund on his account for the credit which would take a couple of weeks. Mr. [redacted] expressed his dissatisfaction and hung up in midsentence. On 9/6/2017 a bill was rendered to Mr. [redacted] in the amount of $45.53, plus a $1.95 late charge. With the credit of $262.47 on the account, it left a remaining credit of $214.99. On 9/21/17 a refund check in the amount of $214.99 was mailed to Mr. [redacted] @ 1234 John Doe St.  RESOLUTION: We contend that the processing of 3 payments made on Mr. [redacted] was submitted by a company representative. We will however be willing to remove the $1.95 late fee as a courtesy. We value Mr. [redacted] and hope that if Mr. [redacted] has any further billing issues he can contact us immediately between the business hours of 7am-7pm Monday thru Friday and on Saturdays from 8am-4pm.   Distribution:  [redacted], Revdex.com, File             THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Thank you for the reminder! I am still reviewing the account due to a security concern.  I will provide the completed report ASAP. Thank you! [redacted]

See attached

Laclede Gas Company                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 07/07/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                        ...⇄    Rate: GH Residential             ________________________________________________________________________________...⇄ Comments / Resolution:   Ms. [redacted] filed a complaint with the Revdex.com stating that Laclede sent her bills to the wrong address for 4 months. Upon contacting them about the matter, she was advised that her account was in threat of disconnection. The Representative cancelled the disconnection and corrected the forwarding address; Ms. [redacted] stated that she still was not receiving her bills. She e-mailed the Company regarding this matter and the response she received back advised her that she was again in threat of disconnection. She contacted the Company on 06/16/2017 and advised the Representative that she still had not received a bill by mail and cannot understand how the Company can disconnect her services knowing she is not receiving bills.  The Representative reviewed the account and advised her that the Representative that responded to her e-mail set the account up on payment arrangements (which she had not agreed to) and that since a payment had not been made toward this payment plan I was due for disconnection.   The Representative advised her that a minimum payment of $140.00 needed to be paid to stop the disconnection; the Representative also stated that although her bills had been going to the wrong address she would not cancel the disconnection because it had already been done once.   Ms. [redacted] made the payment of $140.00 on 06/19/2017 and on 06/27/2017 I came home to a disconnection note on my door. She called to see why her services had been disconnected and was advised that it was because she did not call back with confirmation of payment.  Ms. [redacted] requested to speak to a supervisor when she was advised that she could not be guaranteed a reconnection time although her services were disconnected in error. I was told that the only thing she could do to accommodate me for their error was to set up arrangements over 4 months. Ms. [redacted] was then advised that she had to be home in order for services to be reconnected; she requested they come before 9:00 AM because he had to work and was guaranteed that someone would be out before 9:00 AM. The technician did not come until after 10:00 AM; she was not at home and maintenance was not able to be let the technician in.  She called the Company at 5:45 PM to be sure that someone was coming back out; the Representative placed her on hold to contact the technician and was told that someone would be there in the next hour.  The technician never showed back up 06/28/17. Ms. [redacted] called back on 06/29/2017 to advise the Company that the technician never showed up to restore her service. The Representative placed the order on the board for same day reconnection and advised Ms. [redacted] that she was unable to give her a time frame it could be from 8:00 AM to 6:00 PM.  Ms. [redacted]_ asked to speak to a Supervisor the Representative took her call back information but had not received a call back. Her services were still disconnected and Laclede had done absolutely nothing to show me that me being a customer is important to them. The Company put no emphasis on doing their very best to reconnect my services that was disconnected in error. They have not tried to accommodate or do anything besides tell me what they cannot guarantee.   Account Details:   A review of Ms. [redacted]’s gas account records revealed the following:   On 02/07/17, Ms. [redacted] contacted the Company requesting service at [redacted]; The Representative advised her that a previous balance of $131.91 would transfer.On 02/09/17, Ms. [redacted] called in requesting to cancel the order for [redacted] she stated the correct address was [redacted].On 02/10/17, a bill was rendered on the amount of $156.91 for [redacted]_ which included the $131.91.On 02/13/17, a bill was rendered reflecting the $25.00 initiation fee; the bill reflected it was service at [redacted] and the billing address showed as [redacted].On 03/10/17, a bill rendered in the amount of $270.96; the bill stated it was service for both addresses.The bill was sent to [redacted].On 04/11/2017, a bill was rendered in the amount of $343.89; the bill was sent to [redacted] and showed it was for service at [redacted].On 05/03/17, the severance process was started on the account; a notice was sent to [redacted] advising her that a minimum payment of $222.84 was needed on or before 05/17/17 to stop disconnection of gas service.On 05/09/17, a Representative noted that she e-mailed Ms. [redacted]_ her bills and, cancelled the disconnection, waived late fees and removed the forwarding address.On 05/10/17, a bill was rendered in the amount of $379.22; the bill was sent to [redacted].On 05/10/17, an e-mail was received from Ms. [redacted]; the Representative advised her that since the bills were sent to the incorrect address the balance could be split over 3 months.On 06/01/17, the severance process was started; a notice was mailed advising Ms. [redacted] to pay $311.08 on or before 06/15/17.On 06/12/17, a bill was rendered in the amount of $418.99; the bill was sent to [redacted].On 06/12/17, a 96-Hour notice was sent advising her to pay $311.08 on or before 06/15/17.On 06/14/17, Ms. [redacted] sent an e-mail inquiring about the amount needed; the Representative advised her $311.08.On 06/16/17, Ms. [redacted] spoke to a Representative that advised her to pay $140.00 to stop the disconnection.The Representative advised her that this was the last chance to make good on the account since she was not receiving bills.The last 2 bills had been sent to the correct address.On 06/18/17, a payment in the amount of $140.00 posted.On 06/27/17, the gas service was disconnected.On 06/27/17, Ms. [redacted] called in to see if her service had been disconnected; she stated that she paid the $140.00.The Representative advised her it was to be paid on 06/16/17 so it appears the arrangement defaulted; the Representative agreed as a customer service gesture to reset the arrangements and have the service restore 06/28/17 with no additional pay.Ms. [redacted] declined and requested to speak to a Supervisor.The call was transferred.On 06/27/17, the Supervisor advised Ms. [redacted] that she would waive the reconnection fee and deposit; she scheduled the reconnection for 06/28/17.Ms. [redacted] asked to speak to her Supervisor; her call back information was taken.On 06/28/17, the technician was unable to gain access so the service was not restored.Maintenance would not allow access without permission.On 06/28/17 at 2:34 PM, Ms. [redacted] called to see if her service had been restored; the Representative placed the order back on schedule. On 06/28/17 at 5:51 PM, Ms. [redacted] called to see what time technician would arrive.On 06/29/17 at 7:34, Ms. [redacted] called and requested to speak to a Supervisor; she stated that the technician from 06/28/17 did not show. The Representative spoke to a router and requested this be the first job for that day (no guarantee).Ms. [redacted] was upset; she stated that Laclede had not made this a priority.On 06/29/17 at 12:40 PM, Ms. [redacted] spoke to a Supervisor; she was verifying that the technician was still coming.The Supervisor advised her he would be there within an hour. On 06/29/17, the gas service was restored at 1:57 PM.     NOTE: The gas service was restored, the account is set up on payment arrangements, Ms. [redacted] was not charged a reconnection fee or deposit, and the bills have been going to the correct address since 05/2017.                      Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/11/25) */
On 11.16.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service.
Please know that MGE values you as a natural gas customer and takes your concerns very seriously. ...


Your issue and MGE's response are as follows:
ISSUE: You stopped service with MGE on 9.15.15. On 10.21.15, you requested your refund check be mailed to you at your new address which you provided to MGE. On 10.26.15, MGE mailed your refund check to the address you provided. You stated in your 11.16.15 complaint that you have not yet received your refund check.
RESOLUTION: On 11.17.15, I called you and left a message requesting a return call to discuss your complaint. On 11.23.15, you returned my call. You requested the refund be placed on your credit card rather than a check. I advised I would investigate your refund status and return your call. On 11.25.15, we spoke again. I advised that your refund check was mailed to you at the designated address on 10.26.15. You confirmed the address is correct and stated you did have issues receiving your mail in October 2015. I advised we are unable to place a credit on your credit card and the refund check will be mailed to you again at the same address.
Thank you for sharing your concerns with us.
Community Services Team
Laclede Gas/Missouri Gas Energy

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] ____________________________________________________________________________        Customer Info:         Account ID: [redacted]                         Complaint ID: [redacted]                                                                                            ...⇄    Rate: GH Residential      ___________________________________________________________________________    Comments / Resolution: Ms. [redacted]’s complaint filed with the Revdex.com is concerning the amount required to reconnect her service.  She stated that her service was disconnected on yesterday, 04/27/16, and when she called to inquire about the amount needed to restore her service she was advised to pay $441.00 for gas, $150.00 security deposit and a $65.00 reconnection fee.  Ms. [redacted] feels the amount needed to restore her service is outrageous and states she paid a deposit when she had her service started; she wants to know how many deposits she has to pay.  She can’t afford to pay almost $700.00 to restore her service when her account balance is $441.00. A review of the records for Ms. [redacted]’s account revealed that after her service was disconnected for non-payment, she contacted the Customer Service Department and spoked with 2 different CSR’s that correctly advised her that she would have to pay 80% of her gas account balance, a $150.00 security deposit, plus a $62.00 reconnection fee ($653.50) in advance before her service would be restored.  ·         Note:  Effective 4/1/16, the Company’s policy for reconnection of the gas service due to disconnection for non-payment was changed.  All customers who fall into this category must pay 80% of their gas bill, along with an advance security deposit of $150.00 and a $62.00 reconnection fee to have their gas restored.  As Ms. [redacted] was correctly advised twice of the amount needed to restore her service by the Customer Service Department, I did not contact her as there is no other payment arrangement that I can offer her. Investigation Details/Resolution: ·         On 04/01/16, the severance process was started on the account; a notice was mailed warning that the service would be disconnected unless a minimum payment of $243.50 was received on or before 04/15/16. ·         On 04/11/16, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected unless a minimum payment of $243.50 was received on or by 04/15/16. ·         On 04/12/16, a bill was rendered reflecting an account balance of $551.87. ·         On 04/18/16, [redacted]_ called the Customer Service Department inquiring about payment arrangements; she was advised by a Representative she could pay $194.80 by 04/11/16. ·         On 04/21/16, the gas service was disconnected for non-payment. ·         On 04/27/16, Ms. [redacted] called inquiring about the amount needed to restore her service; she was advised to pay $653.00.  her gas balance was $551.87 (80%) $441.00 plus the $150.00 reconnection and a $62.00 reconnection is the $653.00. ·         On 04/28/16, Ms. [redacted] called inquiring about the amount needed to restore service she was advised to pay $653.00. ·         On 05/03/16, a late fee was assessed increasing her balance to $574.66.  Distribution:  [redacted], Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] ____________________________________________________________________________        Customer Info:          Account ID: [redacted]                          Complaint ID: [redacted]                                                        ...⇄                                                     Rate: GH Residential                                         ...⇄ ___________________________________________________________________________ Comments / Resolution:   Mr. [redacted] filed a complaint with the Revdex.com disputing a balance in the amount of $530.52 that transferred to his account at [redacted]. from a rental property he owns at [redacted].   He was advised that since he is the owner of the property he is responsible for the debt from 01/2015 to 2016.  Mr. [redacted] states the service was in his name 01/2015 and then a new tenant moved in and the Company sent him a final bill at that time which he paid.  He believes the tenant was denied service and the Company left the service in his name is the reason for the debt.  Mr. [redacted] is requesting the Revdex.com investigate his concerns, he was never notified or billed.   Prior to the receipt of this inquiry, Mr. [redacted] filed a complaint with the Missouri Public Service Commission (MPSC) on 08/29/16 A thorough investigation of his complaint was conducted by the Company’s Credit & Collection Department Manager and it was determined that there was no record that a call was made to the Customer Service Department to stop service by Mr. [redacted] It was also determined that he will be responsible for the charges totaling $530.52 from 01/11/15 to 04/14/16.   ·        On 09/02/16, I called Mr. [redacted] and advised him that his concerns were being investigated and I would contact him back with my findings. ·        On 09/06/16, I left a message for Mr. [redacted] requesting proof of the tenant who was residing at [redacted] during the time in question. ·        On 09/08/16, Mr. [redacted]_ left a voice message requesting for me to call him back. ·        On 09/12/16, I left a message for Mr. [redacted] advising him that I received his call and waived the $25.00 initiation fee. Mr. [redacted] must submit documentation before further investigation can be done, at this time he is being held responsible for the debt.    Account Details: ([redacted]) ·        On 01/02/15, a [redacted] (tenant) called to transfer the gas service at [redacted] into his name, the Representative advised him that he had unpaid debts totaling $854.18 that needed to be paid prior to him starting service.  Mr. [redacted] asked the Representative if he filed bankruptcy would he get his money back and the Representative advised him he would not. ·        On 01/11/15, Mr. [redacted] (owner) requested the gas service be transferred into his name at [redacted]. Mr. [redacted] requested the bills be sent to [redacted] erroneously the Representative did not enter the forwarding address. o   NOTE: Upon receipt of the complaint, I reviewed the account and found no record of Mr. [redacted] contacting the Company to close his gas account at [redacted] or call to inquire about his bills. ·        On 03/22/16, the severance process started, a letter was mailed to the service address warning the service would be disconnected on or after 04/05/16 if a minimum of $364.55 was not paid; the amount due was $450.66. ·        On 03/31/16,a 96 – Hour notice was mailed alerting Mr. [redacted] that his service was still in threat of disconnection if $364.56 was not paid on or before 04/05/16. ·        On 03/29/16, Mr. [redacted] filed bankruptcy. ·        On 04/14/16, the gas service at [redacted] was disconnected for non-payment. ·        On 04/21/16, a final bill was rendered for Mr. [redacted] in the amount of $522.71. ·        On 05/05/16, a late fee in the amount of $7.81 was assessed; increasing the balance to $530.52. ·        On 05/20/16, Mr. [redacted] called to start service in his name; the Representative advised him that a CD Investigation was needed and a deposit of $115.00.  He advised her that he would call back. ·        On 05/24/16, since the debt remained unpaid $530.52 transferred to Mr. [redacted]’s active account at [redacted]. ·        On 07/08/16, Mr. [redacted] called to verify the deposit amount was $115.00. ·        On 08/16/16, Mr. [redacted] called in and advised the Representative that he was paying the deposit of $115.00 and would call back the call dropped.  The Representative noted on the account there was no record that he submitted the information for the CD Investigation.     ([redacted])   ·        On 06/10/16, a bill was rendered in the amount of $578.01; which included the transferred balance of $530.52. ·        On 06/14/16, Mr. [redacted] contacted the Customer Service Department inquiring about the $530.52.  The Representative advised him the balance transferred from [redacted] from 01/11/15 to 04/16/16. Mr. [redacted] advised him there was a tenant residing there during that time frame.  The Representative transferred $530.52 onto a dispute service agreement and advised Mr. [redacted] to resolve this matter with the tenant (have tenant assume responsibility). ·        On 07/05/16, the debt transferred back; the account was noted that the dispute is between Mr. [redacted] and his tenant.  Mr. [redacted] did not call to close the account is the reason the account remained active. ·        On 07/07/16, Mr. [redacted] called in to verify that $48.20 was the amount of his current charges at [redacted]. ·        On 08/12/16, Mr. [redacted] contacted the Customer Service Department regarding the $530.52 balance being transferred onto his active account.  The Representative advised him that he never closed the account is the reason it remained active.  Mr. [redacted] requested to speak to a Supervisor; the Representative advised him that a Supervisor would return his call. ·        On 08/15/16, a Customer Service Supervisor called Mr. [redacted] and advised him that in order to reverse the charges the tenant must call to assume responsibility of the debt.  Mr. [redacted] stated that he had a tenant there from 01/11/15 to 04/16/16. ·        On 08/29/16, Mr. [redacted] contacted the Customer Service Department and requested copies of the bills for the time frame in question. ·        On 08/29/16, Mr. [redacted] filed a complaint with the MPSC. ·        On 08/30/16, Mr. [redacted] filed a complaint with the Revdex.com.       Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Sorry, for the length of emails, but as of update to the balance on the account. As of November 13th, 2017 at 9:09am we have talked to the utilities manager t [redacted] collection agency. We have confirmed that on October the 6th, 2017 that the account was taken for removal from my credit report as they didn't supply any prove that the balance was owed on the account. As well [redacted] approved [redacted] closing out the collection of the amount of the account balance.  The manger of [redacted] utility department will be sending a confirmation letter via email to me today to show proof it was closed out for collection. As well, there are no records  that my husband owes any account balance to [redacted] Company or Spire for collection either. As a matter of fact we have been informed that my husbands name wasn't listed on the account, which makes this fraudulent for them to try to even collect on a debt in his name that hasn't been placed.  I will attach the document when I receive it today, Thanks, [redacted]

Initial Business Response /* (1000, 5, 2015/11/05) */
Comments / Resolution:
[redacted] contacted the Revdex.com and stated the following:
The Company came out of 8/12/15 and disconnected his gas service and locked the meter; however, he continued to receive bills for gas service after the...

disconnection.
He called the Company and a technician came out last week and confirmed the meter was locked.
He has been told for 2 weeks that the account would be rebilled but nothing has happened.
To resolve his complaint, Mr. [redacted] wants his bill corrected and his gas service restored.
Account Details:
A review of the records for Mr. [redacted] account confirmed that the gas service was disconnected for non-payment on 8/12/15; at the time of the disconnection the accumulated gas account balance due was $1,005.08.
Note: After the disconnection, an error was made when processing the order and even though the gas service was off, the Company did continue to bill Mr. [redacted] for service in August, $72.88, and September, $48.06, based on estimated usage as it was believed that there was a possible problem with AMR module failing to transmit progressive usage.
Letters were mailed to Mr. [redacted] on 9/9/15 and 9/28/15 asking that he call to schedule an order to investigate the AMR.
On 10/22/15, an estimated bill was rendered for service through 10/21/15, $125.57, the accumulated gas account balance due was $1,251.59.
On 10/26/15, Mr. [redacted] contacted the Customer Service Department and brought this billing issue to our attention. A Customer Service Representative (CSR) opened an investigation into the matter and advised Mr. [redacted] that upon confirming his account status, an adjustment would be made to the bill.
On 11/2/15, Mr. [redacted] was contacted and advised that the account would be rebilled back to the disconnection date of 8/12/15 and that a corrected bill would be issued.
On 11/3/15, a final bill was rendered on the account for service through 8/12/15; the balance due on the account after the adjustment is $1,072.58.
On 11/5/15, I telephoned Mr. [redacted] and left a message in his voice mail advising him of the adjusted bill amount. I also advised Mr. [redacted] that his service could be restored under the CWR plan with an initial payment of $500.00.