Spire

Spire...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 12/05/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                                                     ...⇄                                                  ...⇄ Rate: GH Residential           ________________________________________________________________________________...⇄ Comments / Resolution:   Mr. H____ filed a complaint with the Revdex.com stating he sold his house, closed with buyer taking possession on 10/31/2017.  He called the gas company on 10/27/17 to have gas taken out of his name effective 11/01/17. Mr. H_____ received his final bill showing the account closed 11/06/17. He spoke to a Representative that advised him there was no availability for 11/01/17 so the account closed the next available date which was 11/06/17. Mr. H____ states he should not be expected to pay gas service for 6 days on a place that he did not own.   A review of Company records revealed the following:   On 10/27/17, Mr. H_____ called in and the Representative noted the call dropped.On 10/27/17, Mr. H______ went on line and requested the service stop on 11/01/17.On 10/27/17, Mr. H_____ called back to verify the stop service was entered.  The Representative advised him that the new owner had called and requested the service be transferred to her.  NOTE: The Representative should have advised Mr. H_____ that the new owner requested the service transfer 11/09/17 and close the account for Mr. H____ the date he requested.  This has been forwarded to quality Assurance for coaching.   On 11/27/17, a final bill was rendered in the amount of $34.75 for service from 10/27/17 to 11/06/17.On 12/04/17, Mr. H____ contacted customer service regarding his bill.  He advised the Representative that his service should have stopped 11/01/17. The Representative had a Supervisor review the account and the Supervisor stated there were no available appointments for 11/01/17 was the reason.On 12/05/17, Mr. H_____ filed a complaint with the Revdex.com.On 12/05/17, I requested a corrected final bill reflecting a stop date of 11/01/17.  The correction was made lowering the amount due to $23.23.    On 12/05/17, I spoke to Mr. H____ and apologized for the inconvenience.  I advised him of the above findings and explained that a corrected final bill is being mailed to him reflecting an amount due of $23.23.  Mr. H____ thanked me for having his account corrected.     Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ Received: 05/16/17                                         ...⇄ CASD Investigator: [redacted] Customer Info:          Account ID: [redacted] Rate: GH Residential     Complaint ID: [redacted]                                      Comments / Resolution: Ms. [redacted] filed a complaint with the Revdex.com with the following concerns:   ·        She believes the Company is harassing her by continuously sending letters for mandated inspections and meter change appointments. ·        She has been there for 6 years and had not had any request for mandated appointments. ·        Ms. [redacted]_ spoke to her neighbors and they had not received any request for appointments. ·        She feels the request for the appointments came after she was disputing a high bill and the Company came out and shut off her furnace for a hazard during a winter storm. ·        Ms. J was advised that on 01/21/17, a field technician came out to satisfy a Corrosion Inspect but was unable to gain access; Ms. [redacted]_ was not aware of the appointment since she had not received any notification.   She believes that the Company did not ensure her safety until she complained.   Account Details: A review of the records for Ms. [redacted]’s account determined that she was due for a corrosion inspection at her premise and the Company has been trying to get her to schedule the appointment since 03/23/17, the date the first letter was sent.  Subsequent postcards and letters were mailed to her on 04/20/17/14, 04/28/17; the 05/11/7 letter warned her that her service would be disconnected if the corrosion inspection was not satisfied and that if the service is disconnected, a reconnection fee of $62.00 will be assessed.     o   NOTE: Corrosion Inspections are required at least once every 3 years in compliance with the MPSC.  Ms. [redacted]’s last inspection was completed on 04/14/14; when a technician was there to restore her service.   ·        On 05/15/17, Ms. [redacted]_ spoke to a Supervisor that advised her that the inspection was a safety inspection and the letters are not intended to harass her. ·        On 05/16/17, Ms. [redacted]_ called in to file a complaint stating she had not received inspections every 3 years.  She stated no one in her family had heard about the inspections and stated she has no record that an inspection was completed 3 years ago. ·        On 05/17/17, Ms. [redacted]_ filed a complaint with the Revdex.com.                             Distribution:  [redacted], Revdex.com, File                           THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 10/05/17                                         ...⇄ 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 the Company is charging her monthly charge when she does not use gas in the summer.  She states that she called the Company several times requesting that the gas be turned off; she is requesting the charges be removed.  The Company did not turn off the gas when she requested but sent out disconnection notices.   To resolve her complaint, she is requesting a refund of $150.00.   Account Details:   Reviewing the account revealed that Ms. [redacted] has had service at [redacted] since 2005.  The customer charges had always been billed.  There is no record that Ms. [redacted] called in and requested to close her account in May.  The gas service was disconnected for non-payment on 09/26/17. From 05/09/17 to 09/15/17; there were 8 disconnection notices mailed to Ms. [redacted] there is no record she called to question why notices are being sent when she requested to stop service.  The bills reflect that Ms. [redacted] was still using gas in April, May and June. Zero usage reflected on her July, August and the final bill sent in September.   On 09/06/17, the severance process was started on the account.  A notice was mailed advising Ms. [redacted] to pay a minimum of $387.00 on or before 09/20/17; the amount due was $392.81.On 09/15/17, a 96-Hour notice was mailed advising her to pay $387.00 on or before 09/20/17.On 09/26/17, the gas service was disconnected for non-payment.On 10/05/17, Ms. [redacted] called Customer Service stating she was receiving bills and notices that she did not pay attention to because she thought the gas was off.  She states that she does not use gas in the summer and wanted to know what she was being charged for so wanted to know why.  The Representative advised her that if no gas is being used and the account remains active there is a monthly charge.  Ms. [redacted] states she called to schedule a stop service in April or May; the Representative advised her that there was no record that she called to stop service. Ms. [redacted] stated that she did call; the Representative advised her that there was no record of the call so she is responsible for the charges. On 10/05/17, Ms. [redacted] filed a complaint with the Revdex.com.    The monthly customer charge of $19.50 (residential) is the same every month.  However, each customer class residential, commercial and industrial pays a different rate. The charge is designed to allow the company to recover a portion of its cost of operation regardless of use, the company still must maintain and operate the facilities necessary to serve its customers. On 10/09/17, I spoke to Ms. [redacted] and advised her of the above.  Ms. [redacted] is upset that she gets charged a monthly fee when she is not using gas.  I advised her that if she does not use gas in the summer she can do a seasonal stop service but there will be a $62.00 reconnection fee when she is ready to start service again.  Ms. [redacted] again stated it was not fair that she gets charged for not using gas and disconnected the call.              Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/06/18) */
Customer Info: Account ID: XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Inquiry / Complaint:
Ms. [redacted] contacted the Revdex.com with the following concerns:
Laclede Gas changed the meter due to zero usage. She previously advised...

the Company that she was not using gas and the technician confirmed when he changed the meter that the zero usage was because she was not using gas.
Ms. [redacted] only gas appliance is a furnace, she lives in a 1 bedroom apartment and uses space heaters; this is the reason for no usage.
She closed her Laclede Gas account and received an estimated catch-up bill in the amount of $528.63 for gas she did not use.
Ms. [redacted] is questioning why the charges are on her bill when the Company is aware she does not use gas.
In the past she submitted proof from Ameren to prove she was not heating with gas and that she was using electric heaters during the winter months.
To resolve the complaint, Ms. [redacted] wants the charges of $528.63 removed.
Comments / Resolution:
On 06/16/15, I left a detailed message for Ms. [redacted] I apologized for her inconvenience and explained that upon receipt of her inquiry I forwarded her concerns to a Supervisor in the Meter Reading & Billing Department to have her bill corrected based off of zero usage. I advised Ms. [redacted] that since her account is listed that it heats with gas, the system estimated the billing during the winter months since the readings reflected zero usage. Ms. [redacted] closed her account on 04/08/15; customers that have active gas accounts but do not use any gas in a billing cycle are still charged the monthly customer charge of $19.50 plus tax. The Supervisor corrected the bill, and her final amount due was lowered from $528.63 to $53.18; the last payment that posted on 02/27/15 was for service through 01/26/15; the $53.18 is for service from 01/26/15 to 04/08/15. I left my direct number of XXX-XXX-XXXX and requested that she call me if she has additional questions or concerns.
In accordance with the Revdex.com request, information that personally identifies the customer is not included on this report.

Laclede Gas...

Company                                    �...⇄ Community Services Department                                   ...⇄ Revdex.com Received 9/7/17                                     ...⇄ CASD Investigator: [redacted]______________________________________________________________________...⇄ Customer Info:                Account ID:[redacted]                                    Complaint ID: [redacted]                                   ...⇄                                                        ...⇄    Rate: GH Residential             ________________________________________________________________________________...⇄ / Resolution: Ms. [redacted] filed a Revdex.com complaint on 9/7/17 contending she paid a deposit when she applied for service with the company. She states she received another bill charging $75 for another deposit. Ms. [redacted] states she contacted the office to inquire about the bill and no one could explain the reason she’s being charged another deposit on top of the one she’s already paid.   Account Details:  On 2/8/17 Ms. [redacted] contacted the office and requested gas serviced activated in her name effective 2/9/17. During this call the customer was informed due to her credit score of 406 a deposit of $116.00 would be accessed to her account and billed over the first four (4) bills. The company policy states a credit of 724 or less will be billed a refundable deposit pending completion of twelve (12) consecutive months of on time payments with no notices of disconnection from the date the deposit was paid or after the termination of the gas service with Laclede Gas if the customer does not have new service Laclede Gas. (see copy of deposit letter) mailed 2/8/17. On 3/2/17 Ms. [redacted] was rendered a bill in the amount of $183.16. The detail of the bill are current charges of gas usages from 2/10/17-3/1/17 in the amount of $42.16, $25.00 (service initiation fee) and $116.00 deposit.  On 3/7/17 Ms. [redacted] contacted the office and requested to speak with a supervisor concerning the deposit billed to her account and requested the deposit be broken into monthly installments. From the contact made my Ms. [redacted] the supervisor reduced the reduced the deposit from $116.00 to $100.00 and opted to install the deposit in four (4) monthly installments, including the current charges and service activation fee.  On 3/16/17 a payment was received on the account in the amount of $48.41. ** NOTE** Company policy states all payments made on account must satisfy the gas debt first before other charges such as deposit/activation fee are met. The payment of $48.71 was applied to the balance of $42.16 and $6.25 went towards ¼ of the $25.00 service initiation fee.   On 4/4/17 a bill was rendered to Ms. [redacted] in the amount of $105.38. The details of the bill are current charges of gas usage from 3/2/17-4/3/17 for $74.13, $25.00 (first installment of $100.00 reduced deposit) and $6.25 (2nd installment of service initiation fee) No payment was received in the month of April to reduce the balance. On 5/2/17 a bill was rendered to Ms. [redacted] in the amount of $178.95. The details of the bill are current charges of gas usage from 4/4/17-5/1/17 in the amount of $41.12, $25.00 (2nd deposit installment) $6.25 (3rd service initiation fee) late charge of $1.20 and prior balance from April of $105.38. A payment of $125.00 was received on 5/11/17 reducing the balance to $53.95.,                                    ...⇄ On 6/2/17 a bill was rendered to Ms. [redacted] in the amount of $123.19. The details of the bill are current charges of gas usage from 5/2/17-6/1/17 in the amount of $37.55, $25.00 (3rd deposit installment) $6.25 (4th and final service initiation fee) and .44 cents late charge and remaining balance of $53.95 from May’s bill. No payment was receivedin the month of June to reduce the balance.  On 7/5/17 a bill was rendered to Ms. [redacted] in the amount of $183.57. The details of the bill are current charges of gas usage from 6/2/17-7/4/17 in the amount of $34.28, $25.00 (4th and final installment for deposit) $1.10 late charge and prior balance of $123.19. On 7/10/17 a $60.00 payment was received reducing the balance to $123.57   On 8/2/17 a bill was rendered to Ms. [redacted] in the amount of $156.74. The details of the bill are current charges of gas usage from 7/5/17-8/1/17 in the amount of $32.44 and .73 cents in late charges and prior balance from July in the amount of $123.57. No payment received in the month of August to reduce the balance.  On 9/5/17 a bill was rendered to Ms. [redacted] in the amount of $193.16. The details of the bill are current charges of gas usage from 8/2/17-9/4/17 in the amount of $35.29, $1.23 late charge and prior balance from July of $156.74.  Note: The company states all payments made toward account balance must satisfy the gas debt before it satisfies the debt of the deposit or service initiation fee. A $25.00 service initiation fee is billed to all customer obtaining gas services. Charges can be either billed on the first bill or charges can be spread over the first four (4) bills + current charges. A deposit is billed to any customer with a credit score less than 724 and can be billed to the customer on the first bill or deposit can be spread over the first four (4) bills + current charges.    I  contacted Ms. [redacted] on Friday 9/8/17 and informed her that her deposit of $100.00 had not been fully paid. Ms. [redacted] was advised that she still has a remaining balance of $75.00 due on the account. Ms. [redacted] contends she’s made payments toward her balance that we have not credited her for. Ms. [redacted] was advised that I would forward to the Revdex.com documentation of all payments we have recorded received and she can also forward proof of her payments as well if record were conflicting. Ms. [redacted] states she has no proof of her payments and contend we can manipulate our records. Ms. [redacted] did not wish to hear of all the payments we had recorded on her account during my call. Ms. [redacted] was informed that I would be responding to the complaint with detail of her bills and payments in a timely manner. After review of the records, we still hold Ms. [redacted] responsible for the remaining balance of $75.00 towards her deposit.      Distribution:  [redacted], Revdex.com, FileTHIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: 1[redacted] I am rejecting this response because: #1. Laclede sent the bill to the incorrect address. I did not have any knowledge of the bill. #2. When I called in to established services to this address, I had called to activate multiple units with in the same building. However, due to previous past due balances (of former account holder) representative was not able to transfer services to my company name on that call. Therefore, there was very few reasons for my company to assume that Laclede had even transferred the service to that unit. Unit was vacant, so and it was summer time, there was no reason for us to check the Gas service. #3. When I received the call on February of 2017, I have immediately called Laclede. I have informed Laclede that tenant moved in 12/1/16. I have even disputed the amount because the bill was sent to incorrect address. However, Laclede decided to switch the service to tenant's name even with the dispute in place. #4. It is very strange practice that when I called to activate services on my company name, I was unsuccessful on switching on all the units due to a delinquent balance from a previous person on the specific address. However, for some reason tenant could do just that without even verifying the actual move in date. #5. After discovering the existence of the account, I have offered to send in the signed lease of the tenant as a proof. However, Laclede decided not to accept that. #6. While there are accounts that gets disconnected within 45 days from the due date for nonpayment, Laclede had decided keep this account active for 8 months running (as of Feb 2017) with over $600 past due. #7. I have paid my part of the usage regardless of the bill being sent to incorrect address. I should not be responsible for paying someone else's bill because of mistakes made by Laclede. #8.  it is impossible for me to recall my conversation with Laclede back in December 2016 (as mentioned on the response); I have called Laclede frequently as I have had lots of account with Laclede. I was not even aware of the existence of this specific account during that time, so I do not see any reason for any discussion regarding this specific account. My company had services at multiple addresses including 3 other units in the same building. All the bill has been paid and there was not any dispute on any of those bills. If I was aware of that bill in December as Laclede claiming, I would have not had to spent hours of my time disputing this bill. In an ordinary situation (such as single account subscriber or a house hold bill) I would agree with Laclede that I should have called and inquire regarding the bill. However, when Laclede was unable to switch all the requested units when we called in, and I did not receive the statement, there was no reason what so ever for me inquire regarding a specific account statement. Especially when we have multiple address and multiple units that we are constantly activating and disconnecting. However, I did called Laclede on other accounts plenty of times, and this past due account was never brought up. Therefore, I am decline to agree that my company was responsible for inquiring about a bill that my company had no reason to believe ever opened. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted]
________________________________________________________________________________...⇄ /> Customer Info: Account ID: XXXXXXXXXX...

Rate: [redacted] Complaint ID: XXXXXXX
________________________________________________________________________________...⇄ /> Comments / Resolution:
Ms. [redacted] contacted the Revdex.com and stated the following:
She paid her bill through the automated system and initially was told that the payment was denied.
She re-entered her information a second time and the payment was approved and later discovered that her account was charged twice.
She contacted the Company and was told that the payment system is third part and nothing could be done except to request a refund via check which will take 5 to 7 business days but she cannot afford to wait that long.
She asked the Supervisor if the system was experiencing a glitch and was told no, but after reading the complaints on the Revdex.com's website she realized that the Supervisor was lying.
She believes the money should have been refunded back to her immediately.
Desired Resolution: Ms. [redacted] wants the system fixed as charging families double is unacceptable; they need to be able to refund overpayments immediately.
Investigation Details:

A review of the gas account records for Ms. [redacted] account confirmed that on 11/7/15, 2 payments of $129.62 were posted to the account. The first payment was made at approximately 10:01 AM and the second payment was at 10:07 AM.
Note: Per the Cashier Department, there appears to be a timeout blip in the system that failed to register the first payment as successful and the system timed out. This action resulted in our system interpreting the payment as being rejected. We have reported this issue to our IT Department as well as the third party vendor for resolution.
As for as cancelling the overpayment, if this situation is brought to our attention the same day, the Company does have the ability to reverse one of the payments; however, the records do not reflect a call regarding this situation until 11/10/15 and by that time, the payment had already cleared the customer's bank. As such, Ms. [redacted] was correctly advised by a Customer Service Representative (CSR) that the only recourse was to request a refund on the overpayment via paper check. During this call, Ms. [redacted] also requested a refund of $1.60 for the processing fee. Ms. [redacted] was unhappy with the refund process and requested to speak to a Supervisor.
The Supervisor returned her call and reiterated that the overpayment would have to be returned via a paper check and confirmed that the refund request was already processed. Ms. [redacted] request for a refund of the $1.60 processing fee was granted and a $1.60 was credited back to her account; the Supervisor apologized for the inconvenience.
As the CASD is satisfied with the information already provided to Ms. [redacted] and can only reiterate the above information to her, I did not contact her.

Distribution: [redacted] Revdex.com, File
Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is still completely unacceptable for a business to take money from your account that is not theirs and not be able to return it immediately. I was treated like it was my fault the whole time. And now my family has to wait for the money to be returned by check. I will no longer use their automated payment system. And unfortunately as they have a monopoly on the st. Louis area for gas service, I have no choice but to continue my business with them.

Laclede Gas Company...

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

Spire...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 10/31/2017                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                                                     ...⇄                                                  ...⇄ Rate: GH Residential           ________________________________________________________________________________...⇄ Comments / Resolution:   Mr. G____ filed a complaint with the Revdex.com stating that the Company will charge him a service fee to light the pilot light on his furnace. He stated that when he called the company on October 24, 25, and 26 to schedule an appointment for the Company to light the pilot on his furnace, it would cost $99. Mr. G____ states he disagrees with this charge because he’s already paid for the service in May of 2017.     Account Details:   A review of Ms. G____’s gas account records revealed the following:   On 05/01/17, Mr. G____ contacted the Company requesting service at 5247 C_______ Dr.; the Representative scheduled an AM turn on for Mr. G_____ for 05/02/17 with a 15-minute call ahead notice. The Representative advised Mr. G____ of a $25 service initiation charge to have his gas service turned on. On 05/02/17, Mr. G____ called the Company to reschedule the turn on for 05/05/17 in the AM. On 05/05/17, Mr. G____ called the Company to verify if the turn on was completed. A Representative informed Mr. G____ the turn on was completed.  On 10/26/17, Mr. G____ contacted the Company to schedule an appointment to have the pilot light on his furnace lite.  Mr. G____ stated that the pilot light was not lit on 05/05/17.  The Representative advised informed the next available date was 10/31/17.  Mr. G____ could not wait until 10/31/17 and stated he was writing a letter to the Company, he wanted a credit issued to his account, and stated he would contact a third-party contractor. On 10/26/17, Mr. G____ contacted the Company stating the pilot light to his furnace was never lit when the Company turned on his gas service on 05/05/17. He does not want to pay for the service fee for the Company to come out. Mr. G____ requested to speak to a Supervisor.On 10/27/17, a Customer Service Supervisor called and left a voice message informing Mr. G____ a service charge would apply if he wishes for the Company to light the pilot on his furnace at [redacted] C______ Dr. Since our records show all was lit on 05/05/17 when he scheduled to start service. On 11/03/17, I spoke to Mrs. G____ and advised her that our records show all appliances were lit on the date service was started is the reason it would be a service call if we came back out.  She stated that they did not turn it on in May and when they went to turn it on it was not lit.  She stated they have it lit now and all is working fine but they do not believe it was lit.      Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: [redacted]
I am rejecting this response because:I agree that I was contacted at my door on 03/21/2017 by one crew member, not two.  I have at no time been face to face with two crew members.  I also at not time have been belligerent towards any of the staff.  During this face to face meeting I schedule work to be completed on 04/04/2017 there was not additional reports of work to be done.  I then came home to a 96 hour disconnect notice on my door in which I immediately contact all parties and have phone record indicating that I contact the crew member, his supervisor, and Laclede Gas office.  I was given the clearance from the Laclede Gas office that I did appear to be in full compliance.  I then left for vacation for a week and returned on 03/31/2017.  This was not an issue or refusal but I was not at home, I was out of the state, and received no phone calls from Laclede indicating any issues. MON, MAR 27, 2017 - FRI, MAR 31, 2017Trip Confirmation Number: [redacted] ST. LOUIS, MO (STL)ORLANDO, FL (MCO)I do have a complaint with the commission office and have recieved a call today stating that they are still investigating this matter.  Laclede Gas is leaving out many gaps in their response and failing to accept negligence in any area however, I am confident with a thorough investigation all of my complaint will be found to be true as I have all things documented and record of my many phone calls to Laclede.  None of which are belligerent or foul mouthed.  Even after learning of my wrongful disconnection I still went another 5 days with no gas in my home.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 10/2/15
CASD Supervisor: [redacted]
________________________________________________________________________________...⇄ /> Customer Info: Account ID:...

XXXXXXXXXX Rate: GH Residential Complaint ID: XXXXXXX
Comments / Resolution:
Mr. [redacted] complaint is bill he received for over $1,000.00. He states that since moving to XXXXX ______ in March 2015, his bills been normal. Mr. [redacted] states that he contacted the Company to speak to a Supervisor and a Customer Service Representative (CSR) tried to assist him, but he still requested a Supervisor. A Supervisor returned his call and told him that the amount came from his girlfriend's account and that he had benefitted from the service. Mr. [redacted] stated that he asked if the original account holder of the balance requested gas service if the balance would be transferred back to her and the Supervisor advised him it would not; the bill will stay with him. He also states that he was told that this is a domestic matter between him and his girlfriend. Mr. [redacted] then requested that the bill be split in half and again was told that this is a domestic issue.
To resolve his complaint, Mr. [redacted] wants a billing adjustment. He states that he does not have a problem paying half of the balance and wants a payment agreement.
Note: A review of the records for Mr. [redacted] account determined that the Customer Service Department correctly explained the Company's position regarding the debt and because the CASD is satisfied with the handling of his previous inquiries to the Company, I did not contact him. At this time, the gas service is off and the balance due on the account is $1,304.80. Mr. [redacted] will need to pay a minimum of $1,043.20 (80%) of the bill to have it restored, or he can call back after 11/1/15 to see if a lesser amount is available to have it restored under the CWR plan.
Account Details:
My investigation determined that on 7/29/15, the bill in question, $1,066.43, was transferred from [redacted] to Mr. [redacted] gas account at XXXXX [redacted]
On 8/3/15, Mr. [redacted] contacted the Customer Service Department regarding his account and a Customer Service Representative (CSR) explained to him that the debt was transferred to him because prior to writing off the bill, a Collection Department investigation was conducted and it was determined that he had also resided at the address. The CSR further explained that in accordance with Company's benefit of service policy, he was determined to be equally responsible for the bill. Mr. [redacted] requested to speak to a Supervisor and a message was taken for the Supervisor to return his call.
Note: During the period of time the debt was incurred, Mr. [redacted] was also listed as a financially responsible party. Also, a trace of his driver's license # also placed him at the premise.
On 8/6/15, a Supervisor returned his call regarding his dispute but he was unavailable; a message was left reiterating the benefit of service policy and Mr. [redacted] was instructed to call back if he had further questions.
In the interim, the severance process was started on Mr. [redacted] account and on 8/24/15, a notice was rendered warning that the service was in threat of being disconnected. By that time, his gas account balance was $1,223.26 and the minimum payment due to avoid disconnection was $114.29 by 9/8/15.
On 9/8/15, at 7:49 AM, Mr. [redacted] contacted the Customer Service Department and requested a Supervisor; a message was taken for the Supervisor to return his call.
A Supervisor returned his call at 11:30 AM and reviewed his account status with him. During this call, Mr. [redacted] questioned if his girlfriend, [redacted] has gas service at her name and if so, will half the balance be transferred to her. Mr. [redacted] was advised that because he currently has gas service in his name, he is responsible for the full balance of the bill. Mr. [redacted] then stated that he feels this unfair because Ms. [redacted] also used the gas; the Supervisor advised him that he would have to pursue this matter with Ms. [redacted]
On 9/9/15, a payment of $121.00 was posted to the account.
On 9/21/15, another notice of disconnection was rendered on the account; by then the balance owed was $1,166.18. The notice informed Mr. [redacted] that the service would be disconnected unless a minimum payment of $1,102.26 was received on or by 10/5/15.
On 9/30/15, a 96-Hour notice was mailed warning that the service was still in threat of being disconnected and to avoid same, a payment of $1,102.26 must be received by 10/5/15.
On 10/7/15, Ms. [redacted] contacted the Customer Service Department inquiring about her previous balance. The CSR confirmed that the balance was transferred to XXXXX [redacted] The CSR also informed her that the debt will still be reflected on her credit report until it has been paid in full.
On 10/8/15, the gas service was disconnected for non-payment on 10/8/15.
Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Initial Business Response /* (1000, 5, 2015/07/06) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: [redacted] _________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Rate: GHRES ...

Complaint ID: XXXXXXX

Comments/Resolution:
Mr. P_____ contacted the Revdex.com and stated that the Company submitted his bill for service work to a collection agency even though he made his payment prior to the delinquent date of the bill. He stated that he contacted the Company regarding this matter and three different employees have told him that the paperwork requesting cancellation of the bill placement was sent to the collection agency over a week ago; however, he is still receiving calls from the agency. Mr. P____ states that the bill was paid 27 days ago.
To resolve his complaint, Mr. P_____ wants the Company to advise the collection agency that the debt was placed in error and the amount in question was paid on time. Mr. P____ also wants assurance that his credit is not negatively affected with the reporting agencies.
Upon receipt of Mr. P____'s complaint, I confirmed with the Credit & Collection Department that the collection agency has been notified to cease contact because the debt has been paid in full. The Collection Department Manager also stated that Mr. P___'s credit rating will not be affected because the collection agencies do not report bills to credit bureaus until 60 days after placement of the debt.
On 7/1/15, I contacted Mr. P_____ and left him a voice mail message confirming that the collection agency has been notified that the debt was paid in full. I left my contact number for him to return my call if he has any further questions or if he wants to discuss this matter further. As of 7/6/15, Mr. P____ has not returned my call.
Account Details:
A review of the records for Mr. P____'s account confirmed that on 4/21/15, a technician was routed to perform service work at his premise and the cost for the repairs was $250.00.
On 5/12/15, a bill was rendered for gas service in the amount of $241.17, plus the $250.00 service fee; total due was $491.17. The due date for the payment was 5/22/15; the delinquent date was 6/3/15.
On 6/2/15, Mr. P____ submitted the payment in full on-line via "Check Free"; however, he submitted it under a different account number instead of where the debt was incurred. The payment was posted to account #XXXXXXXXXX instead of account number #XXXXXXXXXX.
o Note: The misapplied payment, which was the result of Mr. P_____ entering the wrong account number, went undetected, thus the Company proceeded with referring the bill to a collection agency.
On 6/3/15, a final notice was mailed advising that the bill for the service work would be referred to the collection agency unless the payment was received within 10 days of the notice.
On 6/4/15, Ms. O____, who stated that she is Mr. P____'s wife, contacted the Customer Service Department regarding both accounts; the payment was subsequently transferred to the correct account.
In the interim, Mr. P___ contacted the Customer Service Department and a CSR acknowledged both the accounts had a zero balance.
On 6/19/15, Mr. P___ contacted the Customer Service Department and stated that he was still being contacted by the collection agency. A request was issued to the Credit & Collection Department to confirm that the account was no longer with the agency.
On 6/23/15, the Collection Department Manager followed up with the agency and confirmed that the account was paid in full; however, it appears Mr. P____ was contacted again by the agency before this e-mail was received.
Distribution: [redacted] Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Spire                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 10/31/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ________________________________________________________________________________...⇄ Comments / Resolution: Mr. L ____ filed a complaint with the Revdex.com and Missouri Public Service Commission (MPSC). Ms._____ filed her first complaint with the MPSC 02/14/17which was thoroughly investigated and the complaint was closed.  Ms. L_____ re-opened the complaint stating she should receive an additional $700.00 for damages.  The unpaid debt of $1,797.66 was forwarded to a collection agency ([redacted]); when the agency contacted Ms. L____ she advised them she was disputing the debt so the agency stopped collection activity.  Ms. L____ is requesting her gas service be restored at no charge.   NOTE: Below is the full investigation from when Ms. L_____ filed her first complaint with the MPSC:     My investigation of Ms. L____’s complaint revealed that a Customer Service Supervisor had been working with Mr. F____ (listed as Ms. L____’s spouse on the account) by making payment arrangements on the account, which they failed to keep.  When advised by the Supervisor that no further arrangements would be made on the account, Mr. F____ advised her that he would be filing a MPSC complaint.  Note:  Company records indicate that Mr. F____ has repeatedly filed billing disputes in an effort to avoid paying their gas bills; there has been no payment on the account since 11/16/15.  Payments made on 3/14/2016, $430.00 and 4/6/2016, $546.20 were returned insufficient.  I spoke with the Supervisor and she advised me that she initially spoke with Mr. F____ in 08/2016 and although there had been no payments on the account, she cancelled the severance and set up additional payment arrangements; but they still did not make the payments.  The Supervisor continued working with them by establishing arrangements on the account up until 11/20/16, but no payments have been received.   The Supervisor stated that Mr. F____ has avoided the disconnection of the gas service by calling the Customer Service Department and disputing the bill, which results in the Customer Service Representative (CSRs) cancelling the severances and placing the balance in dispute.  The Supervisor also stated that she has reviewed his bills and payments with him at length and explained that the balance accumulated due to lack of payments and he understood; however, he continues to call and file billing disputes when he receives disconnection notices and finds a way to have the severance cancelled.  The Supervisor has noted the account no further extensions and do not cancel the severance or place his account in dispute. With regard to the alleged damages, I forwarded Ms. L____’s concerns to the Claim Department as well as a Service and Installation Department Foreman and following are the results of their investigation:  The Foreman stated that he spoke to the technician who was assigned the job and he did not recall any of the details.  The Foreman stated that he doubts that the work performed caused the leaks but since we allegedly disconnected the service in error (later determined to be untrue), and there is a record that states we replaced a union and the wrenching could have caused some problem, he was willing to reimburse the customer for damages.   On 2/13/17, the Claims Specialist contacted Mr. F____ and discussed the bill received for repair work and advised him that a check would be issued in the amount of $846.00 to cover the cost of the repair work.   Note:  After speaking with Mr. F____ and advising him that he would be receiving a refund, the Claim Specialist and Foreman discovered that Mr. F____’s gas service was not disconnected for non-payment, a “Stop Service” order was scheduled on line through Customer Connection.  Despite the findings, the Claim Specialist proceeded with issuing the reimbursement check. As the Claim Specialist resolved the damage dispute and Mr. F____ has been given a detailed explanation of the account balance on more than one occasion, I did not contact him.  The severance has been cancelled and after the next credit review, which is 3/2/17, the severance process will resume and will not be cancelled unless the cus[redacted]er makes minimum “cash” payment on the account.  The next bill will be rendered on 3/9/17 and if the customer is unable to bring the account to a current status, she may call for CWR arrangements which are available until 3/31/17. Comments/Resolution:My investigation of Ms. L____’s complaint revealed the following:  On 09/16/14, the severance process was started on the account.  A notice was mailed advising Ms. L____ to pay a minimum of $165.99 on or before 09/30/14 to avoid disconnection; the balance was $257.63.On 09/25/14, Mr. F____ (husband) was added to the account and has been the one contacting the Company regarding the account.  Mr. F____ advised the Representative that he would make payment on 10/1/14 before 8:00 AM.On 09/29/14, Mr. F____ called and was advised to pay $165.99 by 09/30/14 to avoid disconnection.  Mr. F____ advised the Representative that he would call on 09/30/14 to pay by phone.On 09/30/14, Mr. F____ called to request an extension to 10/04/14; the Representative offered a lower amount to pay by the end of 09/30/14. On 09/30/14, Mr. F____ called back and requested to speak to a Supervisor.Later on 09/30/14, a Customer Service Supervisor returned Mr. F____’s call; the Supervisor advised Mr. F____ that he was unable to grant an extension but offered for him to pay $128.00 and the balance would be spread over 3 months.  The Supervisor noted that Mr. F____ became argumentative and advised the Supervisor that he would dispute the balance in order to get an extension.  Mr. F____ advised the Supervisor that he was filing a complaint with the MPSC to advise them that the Company does not offer extensions.  The Supervisor explained that extensions are not granted when customers are in threat of disconnection, the Supervisor advised Mr. F____ that the last payment was received on 07/01/14.  Mr. F____ advised the Supervisor that a payment was made on 09/09/14; the Supervisor advised him that payment had been returned.On 09/30/14, Mr. F_____ called again upset that an extension had not been granted.  He requested to speak to a Supervisor; the Representative transferred his call.  The Supervisor noted that she was on the phone with M. F____ for over an hour, she noted that Mr. F____ yelled and continuously spoke over her she offered him to pay $128.00 and he declined.  The Supervisor noted that Mr. F____ continued to yell and she advised him that she was disconnecting the call. NOTE: Mr. F____ called several more times on 09/30/14 and was advised the same. On 09/30/14, a payment in the amount of $129.00 posted. On 10/1/14, Mr. F____ called to dispute the $15.00 charge for the returned payment in the amount of $80.00.  He requested to speak to a supervisor.On 10/01/14, a Cus[redacted]er Service Supervisor called Mr. F____ and he advised her that he contacted Billmatrix and the $82.00 payment was being investigated.  The Supervisor advised him that if Billmatrix finds that the payment was good the $15.00 charge would be removed.  Mr. F____ questioned if arrangements had been established on the account.  The Supervisor confirmed that $34.55 plus current charges for 32 months.On 10/11/14, Mr. F____ called and requested his account balance.  The Representative gave him the balance and he advised her he was not paying the $15.00 returned check fee.  The Representative gave him the balance less the $15.00.  The Representative noted that Mr. F_____ became verbally abusive so she transferred the call to a Supervisor. The Supervisor noted Mr. F_____ was yelling about the returned check charge and stated that the payment was being investigated.  She noted that Mr. F____ was yelling loudly that she was unable to understand him or assist him so she advised him that she was ending the call.On 11/12/14, Mr. F____ stated that he had not heard from Billmatrix but wanted the returned check fee removed. He was advised that the charge was valid.On 11/12/14, Mr. F_____ spoke to a Supervisor regarding the $15.00 charge she placed the charge in a dispute service agreement and suggested that he send in proof the payment cleared the bank. Mr. F____ became argumentative because the Company did not remove the charge and he is being held responsible.  He was upset that he is on the account and Ms. L____ had written the check. NOTE: Mr. F____ started calling again in 07/2015. On 07/20/15, Mr. F____ called in and spoke to a Supervisor he advised the Supervisor that he spoke to a Representative by the name of Heather advised him that the service would not be disconnected until August; she gave him a confirmation number for the conversation.  The Supervisor advised him that there was no one by the name of Heather in the call center and the Company does not give out confirmation numbers to confirm conversations.    The Supervisor advised him that he would have to pay a minimum of $182.00 by 07/24/14 to avoid disconnection.  Mr. F____ requested a medical emergency form be sent.On 07/23/15, Mr. F____ advised the Representative that he had a doctor’s note.  The Representative advised him that he needed the medical emergency form.  He threatened to file a complaint with the MPSC, file a civil suit and notify channel 4 new.On 07/24/15, the Credit & Collection Department received the medical emergency form. On 07/24/15, Mr. F____ called several times upset that the disconnection had not been cancelled and he was going to court to get a stop order so [redacted] would not be able to disconnect his service.  The Representative suggested that he call back on 07/25/15 to see if the disconnection had been cancelled.  Mr. F____ requested to speak to a Supervisor.On 07/24/15, a Supervisor left a message advising Mr. F____ that the medical emergency form would be processed by the end of day.On 07/24/15, the medical emergency form was reviewed and the severance was cancelled.On 11/05/15, Mr. F____ was advised to pay $217.00 by 11/17/15 to stop the severance and be placed on the CWR plan.On 11/16/15, Mr. F____ was advised to pay $217.00 to stop severance.On 02/15/16, Mr. F____ called about his account he stated that he received a disconnection notice but had not received bills. He stated he was not paying until he received a meter reading.  The Representative advised him that bills are mailed monthly and he is being billed based on actual usage.  Mr. F____ requested to speak to a Supervisor; he stated that is the [redacted]’s responsibility to make sure bills is received.On 02/16/16, bills, notices and budget cancellation notices were mailed.On 02/16/16, a Supervisor left a message for Mr. F____.On 02/16/16, Mr. F____ called back and requested to speak to a Supervisor; he wants the disconnection held until he receives and reviews the bills.On 02/16/16, Mr. F____ called back. The Representative noted that he was very irate and screaming that he was going to sue [redacted].  The Representative advised him that there was a request for a Supervisor to call him back.On 02/16/16, Mr. F____ called again and advised the Representative that he is in threat of disconnection and he had not received bills for 3 months.  The Representative advised him that the system show the bills were mailed and there is no record that the bills were returned.  Mr. F____ requested a Supervisor; the call was transferred.The Supervisor noted that Mr. F____ stated that he was not making any payments until he received the bills for the last 3 months. The Supervisor offered to e-mail the bills to Mr. F____ but he declined and stated he wanted paper bills.  The Supervisor advised him that he would hold the account until 3/3/16 that will give him time to receive and review the bills.On 03/14/16, Mr. F____ was advised to pay $427.00 by 03/15/16 to avoid disconnection.On 3/14/16, Mr. F____ called back upset that he has to pay $427.00 by 03/15/16; he stated he was calling the MPSC.On 04/04/16, Mr. F____ was advised to pay $437.00 by 04/05/16 to stop the disconnection.On 04/05/16, Ms. L____ was advised to pay $437.00 by the end of the day.On 04/05/16, a payment in the amount of $546.20 posted.  The payment was returned.On 04/22/16, Ms. L___ and Mr. F____ called in stating they received a disconnection notice for 04/22/16; The Representative advised them that notice had been sent regarding the disconnection.  Mr. F____ advised the Representative that the payment for $546.20 was taking out of his account.  Mr. F____ stated he was suing the Company and he wants to dispute his entire account balance. Mr. F____ requested a Supervisor call back and a call from the Legal Department.On 04/22/16, Mr. F____ called back to dispute the account balance, he advised the Representative that he was sending in proof that the payment had cleared.  The Representative cancelled the severance and placed the account in a dispute.On 04/25/16, a Supervisor left a message for Mr. F____ and advised him that his fax that he was sending to show proof that the payment cleared had not been received.On 05/12/16, Mr. F____ called about the disconnection notice he received. The Representative advised him that the dispute was closed since he did not submit proof of payment.On 08/06/16, Mr. F____ called and stated he was disputing the balance because there is no proof that of the meter reads.  The Representative offered to have a technician come out to read the meter; Mr. F____ declined and became irate.  He requested a Supervisor call back.On 08/06/16, the Supervisor noted that she called twice and there was no answer.  She noted that he can set up an appointment to have the meter read but there is no indication that he is being over charged.  The account balance is high due to lack of payments and payments being returned.On 08/06/16, Mr. F____ called back to disputer the balance the Representative advised him that the case had been closed.  Mr. F____ requested a Supervisor; the call was transferred and the Supervisor advised him that she would not stop the severance she offered to have the meter read to prove that the charges are valid but he declined.  Mr. F____ stated that neither of them will be home to give the technician access.On 08/08/16, Mr. F____ called in to dispute his account balance.  The call was transferred to a Supervisor that advised him that she would review bills and payments from 11/2015/ and once completed they will discuss payment arrangements.On 08/25/16, the Supervisor called Mr. F____ and went over his account balance she explained how his balance had accumulated and he understood.  She offered 6 month arrangements; Mr. F_____ was to pay $350.00 on 09/01/16 and the balance would be spread over 6 months.On 09/13/16, Mr. F____ called in and stated he was paying on 09/14/16.NOTE: No payment was made so the arrangements made with the Supervisor defaulted.On 09/14/16, Mr. F____ called wanting to make a payment by phone for a future date.  The Representative explained that we do not take future dated payments.  Mr. F____ became irate and requested a Supervisor.The Supervisor advised Mr. F____ that his balance was $849.79 and since he did not pay the $350.00 for arrangements offered by the previous Supervisor is the reason for the disconnection notice.  She advised him that the severance amount is $677.43; the last payment made was on 11/19/15.  The Supervisor agreed to accept the $350.00 that was previously offered. Mr. F____ stated he would pay at a pay station and was advised to call on Monday 09/19/16 with confirmation of payment.On 09/17/16, Mr. F____ called in and advised the Representative that he wanted to dispute his gas balance he believes he is being over charged by $400.00; the Representative placed the account in dispute which cancelled the severance.  Mr. F____ requested to speak to a Supervisor.On 09/19/16, the Supervisor that he spoke with on 08/25/16 called him back; she stated that they had reviewed all bills in August and it was agreed that the billing was accurate and Mr. F____ understood how the balance accumulated.  She noted that Mr. F____ was to pay $350.00 by 09/20/16. NOTE: $350.00 had not been paid. On 11/05/16, Mr. F____ called to dispute his balance and requested to speak to a supervisor. He advised the Representative that he asked that we not contact him anymore because he has an attorney.  The Representative advised him that there is no attorney information on his account.  He advised her that he was contacting the MPSC and an attorney; the Representative placed his balance in dispute which again stopped the severance.On 11/08/16, Mr. F_____ called and stated he refuses to pay [redacted] delivery charges and requested to speak to a Supervisor.On 11/09/16, the Supervisor from 08/25/16, noted on his account that the balance is correct and the account should not be in dispute nor should the severance be cancelled again without payment.On 11/09/16, Mr. F____ called again and was transferred to a Supervisor he wanted to dispute his balance; he advised the Supervisor that the billing was unfair and should be more affordable.  Mr. F____ stated he was getting an attorney.On 11/09/16, Mr. F_____ spoke to the Supervisor from 08/25/16 who advised him that the bills are valid and there was nothing to dispute.  She advised him that he must make payments or gas would be disconnected.On 11/16/16, Mr. F____ spoke to the Supervisor from 08/25/16 that agreed if he paid $350.00 by 11/22/16; he would be placed on a budget for $100.00 per month.On 11/29/16, Mr. F_____ advised the supervisor that he was paying the $350.00 that date.On 01/02/17, Ms. L____ went on line and requested to stop service on 02/01/17.On 01/04/17, a Representative noted that she scheduled a turn off for 02/01/17 per customer request through customer connect.On 02/01/17, the gas service was turned off per Ms. L____’s request.On 02/01/17, Mr. F____ called in and stated the gas service was turned off in error.  The Representative stated that previous remark stated that the turn off was changed from 02/01/17 to 02/15/17; so he placed the reconnection on the board for same day reconnection.  NOTE: There is nothing on the account that states the turn off request was changed from 02/01/17 to 02/15/17. On 02/01/17, the gas service was not restored due to leaks in the fuel runs.On 02/02/17, Mr. F____ requested to speak to a Supervisor he stated that [redacted] should be responsible for the repairs since it was disconnected in error.On 02/02/17, Mr. F____ called back and stated that the meter was loose and when the technician turned it off the line separated from the house and the contractor refused to make repairs until the pipe had been secured.On 02/02/17, Mr. F____ spoke to a supervisor and explained that during the stop service we pulled the meter away from the house and loosened pipes is the reason for the leaks.  The Supervisor noted that the technician had noted that he secured the pipe.  The Supervisor placed the order on the board and noted for the technician to determine if possibly the Company error.On 02/13/17, Mr. F____ called in and requested to speak to a Supervisor regarding High bills and leak.  The call was transferred; the Supervisor advised him that he would have the Supervisor from 08/25/16 call him.On 02/13/17, the Supervisor from 08/25/16 called Mr. F____ and explained that the turn off was scheduled through cus[redacted]er connection for 02/01/17 so it was not turned off in error.  Mr. F____ stated that he wanted the gas back on they did not intend to schedule a turn off and he believes the leaks are due to the technician pulling on the meter.On 02/13/17, Mr. F___ sent in a request to claims to pay the repair charges totaling $846.00 and submitted pictures of the meter, piping and debris.On 02/14/17, Ms. L____ filed a complaint with the MPSC.On 02/15/17, Mr. F___ sent an e-mail to the Customer Service department stating he requested a refund and had not heard back from [redacted] the Customer Service Supervisor and stated that he filed a complaint with the MPSC and any future communications should go through their attorney (see attached copy).         On 03/03/17, the Claims Specialist stated that a refund check in the amount of $846.00 was mailed today to D____ & D___ F____; the owners of the property.  [redacted] F____ is listed on receipt (see attached receipt) the Claims Specialist spoke to Mr. D____ F____ who advised him that B____ F____ is the tenant and he (D___) had paid for the contractor charges.     UPDATE 03/07/17: The MPSC requested additional information: What was the date of reconnection?  The gas service was restored on 02/03/17. Also need the reason the late fees and non-sufficient funds fee were reimbursed on 08/19/16 billing statement since there were no payments made on the account. The Customer Service Supervisor stated that when she spoke with B____ in August 2016, his main complaint was that he had called several times regarding the billing and disputing the balance.  The Representatives did not thoroughly explain his balance; she stated that when Mr. F____ would get upset and threaten lawyers or the MPSC the Representatives would put the balance in dispute rather than taking time to explain the billing was correct.  The Supervisor stated that she went over all bills, payments and thoroughly and explained the account in detail; Mr. F____ agreed that the billing looked correct based on her explanation and requested arrangements.  She stated that as a Customer Service gesture and since she thought he was going to pay and maintain the account; she waived all of the fees up to that point. UPDATE 10/31/17 On 10/31/17, the MPSC re-opened the complaint stating Ms. L____ is disputing her balance and believes she should receive an additional $700.00 for damages.  The unpaid debt of $1,797.66 was forwarded to a collection agency ([redacted]); when the agency contacted Ms. L____ she advised them she was disputing the debt so the agency stopped collection activity.  Ms. L____ is requesting her gas service be restored at no charge.     On 03/02/17, the severance process was started. A notice was mailed advising that the amount due was $1,398.80; the amount needed to stop the disconnection on or before 03/16/17 was $1,242.10. On 03/09/17, Ms. L____’s original complaint filed with the MPSC was closed.On 03/09/17, a bill was rendered in the amount of $1,501.56; there had been no payments made since 2015.On 03/13/17, a 96-Hour notice was mailed advising Ms. L____ to pay $1,242.10 on or before 03/16/17 to avoid disconnection of the gas service.On 03/31/17, [redacted] re-started the severance process; a notice was mailed advising her to pay $1,398.80 on or before 04/14/17; the amount due was $1,501.56.On 04/10/17, a bill was rendered in the amount of $1,604.82.On 04/10/17, a 96-Hour notice was mailed advising Ms. L____ to pay $1,398.80 on or before 04/14/17 to avoid disconnection of the gas service.On 04/14/17, the customer sent [redacted] a notice to cease and desist sending notices of disconnection.On 04/17/17, Legal stated that we are still required to send bills and notices.  There is no record of an attorney for the cus[redacted]er.  On 04/18/17, the gas service was disconnected for non-payment. At that time, no payments had been made for roughly a year and a half.On 04/18/17, B____ called in upset that the service was disconnected, said they are disputing the charges and sent the Company a cease and desist letter stating the Company can only have contact with their attorney.  B____ advised the Representative that he wanted the service restored.  The Representative advised him that since there should be no contact have his attorney call the legal department.On 04/19/17, B____ called and was verbally abusive to the Representative; a Supervisor advised the Representative to advise him he was given the correct information and to have his attorney call.On 04/19/17, B____ told a Supervisor he was getting a lien on the Company unless the Company pays him $2,785.00 by 10 AM to restore his service.  The Representative noted that B____ sounded as if he was speaking to an attorney in the background and he was advised to have his attorney call the Company.On 04/19/17, the account was noted by Collections that per the Legal department the gas service can be restored with upfront payment of 80% + $150.00 deposit + $62.00 reconnection fee.  The account will only qualify for the CWR during the heating season.  Cus[redacted]er service Representative are advised to only discuss the terms of restoration of service, and that the cus[redacted]er send any other information to the legal department. On 05/01/17, a final bill was rendered in the amount of $1,623.59.On 05/11/17, a Legal Representative spoke to B____ and discussed his account in detail. The account balance is accurate. On 05/26/17, a late fee in the amount of $24.07 was assessed increasing the balance to $1,797.66.On 05/04/17, B____ called again stating his gas was turned off and the Company has a cease and desist letter.  He was verbally abusive and requested a Supervisor. His call was transferred.The Supervisor stated that B____ stated he was putting a lien on the company and she advised him that unless he is calling to discuss the amount needed to restore his service he should have his lawyer contact legal.On 05/06/17, B____ attempted to place the account in a business name “D____ D____ T____ P__ G____” he was advised to send proof that the residence is now commercial.  The Representative advised him that the bill needed to be paid. On 05/06/17, B___ stated he would remove the lock to get gas for his grooming business.  The Representative advised him to send proof that the location is now commercial or the bill needs to be paid.On 05/08/17, B___ spoke to a Supervisor and advised him that he was converting to all electric and would not need gas.On 05/27/17, a final collection notice was sent advising that the $1,647.66 needed to be paid within 10 days to avoid further collection activity.On 10/02/17, Ms. L____ called inquiring about the amount needed to restore service.  She was advised to pay $1,647.66 + $62.00 reconnection fee and the deposit could be billed.On 10/02/17, B___ stated he was sending paperwork showing he paid the collection agency, then he stated that the collection agency dropped the collection activity because he is disputing charges and the Company did not respond in 30 days. B____ requested to speak to a Supervisor.He advised the Supervisor that he needed the landlord of the building to file a lien and he was submitting something stating the Company is committing fraud.  B____ stated he was filing a complaint with the MPSC and disconnected the call.On 10/24/17, B____ was advised that he needed to pay $1,797.66 + $62.00 reconnection fee to restore the service.On 10/26/17, B___ called and stated he spoke to the Collection agency and the Company is in violation.On 10/29/17, B___ filed a complaint with the President of the Company disputing his balance.   On 10/29/17, The Director of Meter to Cash called B____ and advised him that his account would be reviewed and he would be called on Monday 10/30/17.  B____ stated that starting in 2016 bill amounts increased. The Director of Meter to Cash advised him that he would printout the bills and review the usage.On 10/30/17, the Meter to Cash Director called B____ and advised him that after reviewing the bills and account history the balance is correct; there has been no payment since 2015.  That is the reason for the high balance. He advised B____ that the Company was not paying any other fees.  The CSD did not contact Mr. F____ since he has spoken to the Director of Meter to Cash, his account has been reviewed in the Legal department and he spoke to a Legal Representative as well as Supervisor’s and Representatives that haves advised him what is needed to have the service restored.  A Supervisor of Meter Reading & Field Collections stated that [redacted] sent him an inquiry on the account stating the customer advised them that Spire had a hold on the debt due to their dispute.  He advised [redacted] that was not correct and to continue to collection activity.  11/14/17:The debt is valid there was gas service used from 11/2015 to 04/2017 without payment; the only 2 payments made were returned. There have been several attempts made for payment arrangements but every arrangement made was not kept.  Our customer service representatives have been harassed and [redacted] has given up on trying to collect the debt from because they are not going to pay for the gas they used. The Collection Agency returned the file because the debt is not going to be paid       Distribution:  [redacted], Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Good evening, I am still investigating Mr. [redacted]'s claim the debt is uncollectable.  I've been investigating the debt with our customer service team and do not have enough information to provide a thorough response yet.  I will work to provide a response ASAP.  As of 12/20/17,...

Mr. [redacted] has been in contact with our customer service supervisor team.  Thank you for your patience.  I will follow up with an update ASAP. Thank you!Happy Holidays,[redacted].

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 04/22/17                                         ...⇄ 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 that he scheduled an appointment to have repair work done to a gas lamp post in his yard. The lamp post is rusted and loose and he is afraid it would fall over. A technician came to the premise and was not prepared to fix the issues that day. The appointment was rescheduled for last night and the technician called ahead of time to verify Mr. [redacted] was home; Mr. [redacted] questioned if he had the lamp post and was advised by the technician that he knew nothing about the post. The technician advised Mr. [redacted] that he was just coming out to inspect the lamp; which had already been done. After the lamp was inspected the technician claimed the post was in order.  Mr. [redacted] is requesting the Company to remove the existing lamp and concrete over the post at no charge for their inconvenience.   Upon receipt of the complaint I forwarded Mr. [redacted]’s concerns to a Foreman for review.  He advised me that the service work order scheduled for 04/12/17 to adjust the pole; the pole was in bad shape and needed to be removed/replaced is the reason the appointment was rescheduled.  The next appointment dated 04/15/17; Mr. [redacted] was not at home for the service work to be done.  The Foreman advised me that he was there when the technician placed the post for the job in his truck for the appointment. On 04/18/17, the Foreman advised me that he spoke to Mr. [redacted] and offered to send someone back out but Mr. [redacted] declined he advised me that he gave Mr. [redacted] his direct phone number to call when he is ready to have the work done.  The Foreman stated he has not heard back from Mr. [redacted]; he left a message again today for Mr. [redacted] to call him.   Investigation Details: My investigation of Mr. [redacted]’s complaint revealed the following:   ·        On 04/11/17, Ms. [redacted] contacted the Customer Service Department requesting service work for his gas lamp.  The appointment was scheduled for 04/12/17. ·        On 04/12/17, Mr. [redacted] contacted the Customer Service Department confirming his appointment.  The Representative advised him that the technician should be there in 45 minutes. ·        On 04/12/15, the appointment was rescheduled for 04/15/17. ·        On 04/12/17, Mr. [redacted]_ contacted the Customer Service Department upset that he took off work and the technician was there for service work for 5 minutes and stated the appointment needed to be rescheduled for 04/15/17 to have the pole removed or replaced. ·        On 04/15/17, Mr. [redacted] called in upset that he had missed the technician for the scheduled appointment.  ·        On 04/15/17, Mr. [redacted] called in upset that the appointment had been missed.  The Representative advised her that the technician noted that he called at 12:18 PM prior to arriving at 12:45 PM and left at 1:05 PM. ·        On 04/15/17, Mr. [redacted] called Customer Service and requested to speak to a Supervisor; the call was transferred.   Mr. [redacted] advised her that he was upset about the service work appointments, the Supervisor advised him that the technician left a note advising him that he was there but was unable to gain access.  The order was rescheduled for 04/18/17 after 4:30 PM. ·        On 04/18/17, Mr. [redacted] was upset that the service work was not completed the technician did not have the post.  The technician rescheduled the appointment for Saturday 04/22/17.  Mr. [redacted] advised a Customer Service Supervisor that he wanted someone to come back out that night to remove the post and fill the hole.  The Supervisor advised him that she would contact the Routing Coordinator in the morning to assist her with getting this matter resolved. ·        On 04/18/17, a Foreman contacted Mr. [redacted] and agreed to have someone come back out that night but Mr. [redacted] declined. ·        On 04/22/17, Mr. [redacted] cancelled the service work appointment. ·        On 04/24/17, Mr. [redacted] filed a complaint with the Revdex.com requesting the service work be done for free.         Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company...

                                        ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 09/29/2017                                         ...⇄ 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 that Spire billed him for service work he feels he should not have to pay. He stated that he called Spire asking if the Company can hook up a dryer in his home he just moved to. The Representative informed Mr. [redacted] that there is a charge of $99.63 for the first half hour of service work and $52.28 for each additional half hour; he asked the Representative how it usually took to connect it (dryer). The Representative informed him probably less than a half hour.  Mr. [redacted] scheduled the service work appointment 9/22/2017.   On 09/22/2017 SAID Technician from the Company went to Mr. [redacted] ‘s home at [redacted] Drive to connect a dryer and a meter change originally scheduled with turn on for 09/06/2017.  The SAID Technician’s Supervisor verified SAID Technician installed six feet of gas line; existing gas line was in poor condition.  The SAID Technician advised to Mr. [redacted] the pipe fittings on the dryer were damaged and unable to be removed.  The SAID Technician advised Mr. [redacted] to get a new dryer due to the estimated cost of disassembling and making repairs.  The SAID Technician advised he could return to connect the new dryer and only charge for his time.  For this service call on 09/22/2017, Mr. [redacted] was charged for time and material.    Account Details:   A review of Ms. [redacted]’s gas account records revealed the following:   On 09/05/17, Mr. [redacted] contacted the Company requesting service at [redacted]; the Representative scheduled a turn on and meter change for Mr. [redacted]_ for 09/06/2017.On 09/06/17, the Company completed the turn on but not the meter change.On 09/07/2017, Mr. [redacted] received his first bill for his $25.00 service initiation fee that was spread over four months. The bill was for $6.25.On 09/22/2017, Mr. [redacted] made a payment of $6.25.On 09/12/17, Mr. [redacted] contacted the Company inquiring if the Company can connect his dryer; the Representative informed Mr. [redacted] there is a charge of $99.63 for the first half hour of service work and $52.28 for each additional half hour. Mr. [redacted]_ scheduled an appointment for 09/22/2017. On 09/22/17, Mr. [redacted] contacted the upset that he was charged for the SAID Technician coming to his home, but was unable to connect his dryer. Mr. [redacted] requested to speak with a Customer Service Supervisor.  The call was transferred and the Supervisor informed Mr. [redacted] he was charged $52.28 for labor and $25.54 for piping that was not up to code the charges of $77.52 were spread over six months at $12.92 a month.  Mr. [redacted]_ was not contacted since he was properly advised by a Customer Service Representative and Supervisor; the charges have been placed on arrangements.       Distribution:  [redacted], Revdex.com, File   THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

...

                                        ...⇄ Laclede Gas Company                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] 8/2/16          ____________________________________________________________________________           Customer Info:            Account ID: [redacted]                                   ...⇄ Complaint ID: [redacted]                                         ...⇄                                                        ...⇄    Rate: GH Residential                                ___________________________________________________________________________             Comments / Resolution:   Ms. [redacted] contacted the Revdex.com and complained that she moved from her former residence on 9/14/14, but the Company continued to bill her through 12/14/14.  She called the Company to inform us that the bill was incorrect and also told us that she could provide information from the leasing office proving that she was evicted from premise and that a new tenant moved in but the Company is refusing to credit her account unless she can force whoever is responsible to call and assume the bill.  Ms. [redacted] stated that it is not her job to find out who is responsible but to prove that she is not responsible.  She feels that the Company should contact the Leasing Office to obtain the tenant’s information or bill the leasing office since they are admitting that I moved.   Investigation Results:   A review of the gas account records for Ms. [redacted]’s former residence determined that although she “moved” from the property on 9/14/14, she did not contact the Company to stop the service in her name, thus, the gas service remained active until 12/1/14 until it was disconnected for non-payment. On 12/16/14, a bill was rendered reflecting an accumulated balance due of $530.89. On 1/2/15, a late fee of $7.04 was assessed on the unpaid bill bringing the balance due to $537.93. On 5/1/15, Ms. [redacted] contacted the Customer Service Department and attempted to start service at [redacted]; the CSR advised her that she would have to pay her final bill of $537.93 before the service would be turned on at her new address.  During this call, Ms. [redacted] disputed that the billing period and claimed that she called to stop the service in September; the CSR explained there was no record of same and that she would remain responsible for the bill in its entirety unless the landlord or a new party called to assume the bill. On 5/14/15, Ms. [redacted] contacted the Customer Service Department regarding the bill and stated that her Landlord could verify her move out date was 9/26/14 and that we could call him; the CSR advised her that the Landlord would have to call us to assume responsibility of the bill.  On 5/18/15, Ms. [redacted] contacted the Customer Service Department and the CSR noted that she advised her that there was no record of the Landlord calling to assume the bill, thus she remained responsible for the debt in its entirety.  On 1/29/16, the bill was placed with an outside agency for further collection activity. On 7/11/16, over a year later, Ms. [redacted] contacted the Customer Service regarding the bill and requested that a copy of same be faxed to [redacted] at [redacted].  On 7/29/16, Ms. [redacted] contacted the Customer Service Department and requested to speak to a Supervisor.  The Supervisor returned her call and noted that Ms. [redacted] had stated that because her service is on at the location where she is moving, she doesn't need 2make a payment towards her bad debt at 825 R_____, Ct Apt 102; therefore, she accused the Supervisor of giving her false information.  Ms. [redacted] also continued to dispute the bill and the Supervisor reiterated that our records indicate that she didn't call to stop service at [redacted]; therefore, another party needs to call to assume bill.  The Supervisor noted that Ms. [redacted]_ stated that this was not her responsibility to make someone take responsibility and that she would have the apartment complex she was living at provide her move out date, as well as have the new property where she moved to provide proof of her move in date to the Company and then we can make someone else assume responsibility of the bill.  The Supervisor advised her that unfortunately this is not the way the situation is handled.  She reiterated that it is company policy to hold customers responsible for any gas used at the premise until a turn-off order is completed and thus no adjustments will be made unless the Landlord calls and assumes the bill for the gas used after she allegedly vacated the premise.  Ms. [redacted] then stated she was not going to concern herself with that now and that she needs service at a new address; the Supervisor advised her that a portion of the bill will need to be paid before new service can be started in her name.  Later the same day, at 11:57 AM, Ms. [redacted] contacted the Customer Service Department and requested to speak to a Supervisor; a message was taken for a call back.  Prior to the Supervisor returning her call, Ms. [redacted] contacted the Customer Service Department and spoke with a CSR at 12:14 PM; the CSR reiterated that she is responsible for the charges on the account because she did not call to stop the service.  At 1:38 PM, the Supervisor returned her call and reiterated the above information to her; Ms. [redacted] replied that she will take the Company to court.   In summary, Ms. [redacted] has been correctly advised that she is responsible bill unless her former landlord calls and assumes the usage from September 2014 – December 2014.  Since Ms. [redacted]_ has already been advised this information on numerous occasions and I can only reiterate the Company’s position as being unchanged, I did not contact her.      Distribution:  [redacted], Revdex.com, File             THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas...

Company
                                        ...⇄ Community Services Department
                                        ...⇄ Revdex.com
                                        ...⇄ Received: 07/12/16
                                        ...⇄ 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 charges in the amount of $75.00.  He stated that he received a statement dated 05/06/16 that states the $75.00 were “previous other charges”.  On 06/08/16 he received another statement reflecting late fees and he is not sure how he had previous charges and he never had gas service with the Company.
 
To resolve his complaint he is requesting the charges be removed from his account.
 
Account Details:
 
·         On 04/08/16, Mr. [redacted] contacted Customer Service to request gas service at [redacted] be placed in his business name.  The Representative noted that she advised him of the $150.00 deposit and initiation fee $25.00.
·         On 04/11/16, a bill was rendered reflecting an amount due of $75.00 ($25.00 initiation fee and $75.00 deposit installment).
·         On 05/06/16, a bill was rendered reflecting an account balance of $161.36; current charges of $86.36 and the unpaid $75.00 from the 04/11/16 bill.
·         On 05/20/16, a payment in the amount of $73.86 posted to the account.
·         On 06/08/16, a bill was rendered reflecting an account balance of $166.66.
·         On 06/15/16, a payment in the amount of $160.41 posted.
·         On 07/08/16, a bill was rendered reflecting an account balance of $83.23. 
 
On 07/15/16, I left a detailed message for Mr. [redacted] advising him of my findings.  I left my call back number of 314-342-0674 for him to call me if he has additional questions or concerns
 
                  
          DISTRIBUTION:  [redacted],
 
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
                                        ...⇄ Page 1 of 1

Spire                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com Received 10/31/17                                         ...⇄ CASD Investigator: [redacted] ________________________________________________________________________________...⇄         Customer Info:                Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                            ...⇄    Rate: GH Residential                                   ________________________________________________________________________________...⇄ Comments / Resolution: Mr. L ____ filed a complaint with the Revdex.com and Missouri Public Service Commission (MPSC). Ms._____ filed her first complaint with the MPSC 02/14/17which was thoroughly investigated and the complaint was closed.  Ms. L_____ re-opened the complaint stating she should receive an additional $700.00 for damages.  The unpaid debt of $1,797.66 was forwarded to a collection agency ([redacted]); when the agency contacted Ms. L____ she advised them she was disputing the debt so the agency stopped collection activity.  Ms. L____ is requesting her gas service be restored at no charge.   NOTE: Below is the full investigation from when Ms. L_____ filed her first complaint with the MPSC:     My investigation of Ms. L____’s complaint revealed that a Customer Service Supervisor had been working with Mr. F____ (listed as Ms. L____’s spouse on the account) by making payment arrangements on the account, which they failed to keep.  When advised by the Supervisor that no further arrangements would be made on the account, Mr. F____ advised her that he would be filing a MPSC complaint.  Note:  Company records indicate that Mr. F____ has repeatedly filed billing disputes in an effort to avoid paying their gas bills; there has been no payment on the account since 11/16/15.  Payments made on 3/14/2016, $430.00 and 4/6/2016, $546.20 were returned insufficient.  I spoke with the Supervisor and she advised me that she initially spoke with Mr. F____ in 08/2016 and although there had been no payments on the account, she cancelled the severance and set up additional payment arrangements; but they still did not make the payments.  The Supervisor continued working with them by establishing arrangements on the account up until 11/20/16, but no payments have been received.   The Supervisor stated that Mr. F____ has avoided the disconnection of the gas service by calling the Customer Service Department and disputing the bill, which results in the Customer Service Representative (CSRs) cancelling the severances and placing the balance in dispute.  The Supervisor also stated that she has reviewed his bills and payments with him at length and explained that the balance accumulated due to lack of payments and he understood; however, he continues to call and file billing disputes when he receives disconnection notices and finds a way to have the severance cancelled.  The Supervisor has noted the account no further extensions and do not cancel the severance or place his account in dispute. With regard to the alleged damages, I forwarded Ms. L____’s concerns to the Claim Department as well as a Service and Installation Department Foreman and following are the results of their investigation:  The Foreman stated that he spoke to the technician who was assigned the job and he did not recall any of the details.  The Foreman stated that he doubts that the work performed caused the leaks but since we allegedly disconnected the service in error (later determined to be untrue), and there is a record that states we replaced a union and the wrenching could have caused some problem, he was willing to reimburse the customer for damages.   On 2/13/17, the Claims Specialist contacted Mr. F____ and discussed the bill received for repair work and advised him that a check would be issued in the amount of $846.00 to cover the cost of the repair work.   Note:  After speaking with Mr. F____ and advising him that he would be receiving a refund, the Claim Specialist and Foreman discovered that Mr. F____’s gas service was not disconnected for non-payment, a “Stop Service” order was scheduled on line through Customer Connection.  Despite the findings, the Claim Specialist proceeded with issuing the reimbursement check. As the Claim Specialist resolved the damage dispute and Mr. F____ has been given a detailed explanation of the account balance on more than one occasion, I did not contact him.  The severance has been cancelled and after the next credit review, which is 3/2/17, the severance process will resume and will not be cancelled unless the customer makes minimum “cash” payment on the account.  The next bill will be rendered on 3/9/17 and if the customer is unable to bring the account to a current status, she may call for CWR arrangements which are available until 3/31/17. Comments/Resolution:My investigation of Ms. L____’s complaint revealed the following:  On 09/16/14, the severance process was started on the account.  A notice was mailed advising Ms. L____ to pay a minimum of $165.99 on or before 09/30/14 to avoid disconnection; the balance was $257.63.On 09/25/14, Mr. F____ (husband) was added to the account and has been the one contacting the Company regarding the account.  Mr. F____ advised the Representative that he would make payment on 10/1/14 before 8:00 AM.On 09/29/14, Mr. F____ called and was advised to pay $165.99 by 09/30/14 to avoid disconnection.  Mr. F____ advised the Representative that he would call on 09/30/14 to pay by phone.On 09/30/14, Mr. F____ called to request an extension to 10/04/14; the Representative offered a lower amount to pay by the end of 09/30/14. On 09/30/14, Mr. F____ called back and requested to speak to a Supervisor.Later on 09/30/14, a Customer Service Supervisor returned Mr. F____’s call; the Supervisor advised Mr. F____ that he was unable to grant an extension but offered for him to pay $128.00 and the balance would be spread over 3 months.  The Supervisor noted that Mr. F____ became argumentative and advised the Supervisor that he would dispute the balance in order to get an extension.  Mr. F____ advised the Supervisor that he was filing a complaint with the MPSC to advise them that the Company does not offer extensions.  The Supervisor explained that extensions are not granted when cus[redacted]ers are in threat of disconnection, the Supervisor advised Mr. F____ that the last payment was received on 07/01/14. Mr. F____ advised the Supervisor that a payment was made on 09/09/14; the Supervisor advised him that payment had been returned.On 09/30/14, Mr. F_____ called again upset that an extension had not been granted.  He requested to speak to a Supervisor; the Representative transferred his call.  The Supervisor noted that she was on the phone with M. F____ for over an hour, she noted that Mr. F____ yelled and continuously spoke over her she offered him to pay $128.00 and he declined.  The Supervisor noted that Mr. F____ continued to yell and she advised him that she was disconnecting the call. NOTE: Mr. F____ called several more times on 09/30/14 and was advised the same. On 09/30/14, a payment in the amount of $129.00 posted. On 10/1/14, Mr. F____ called to dispute the $15.00 charge for the returned payment in the amount of $80.00.  He requested to speak to a supervisor.On 10/01/14, a Customer Service Supervisor called Mr. F____ and he advised her that he contacted Billmatrix and the $82.00 payment was being investigated.  The Supervisor advised him that if Billmatrix finds that the payment was good the $15.00 charge would be removed.  Mr. F____ questioned if arrangements had been established on the account.  The Supervisor confirmed that $34.55 plus current charges for 32 months.On 10/11/14, Mr. F____ called and requested his account balance.  The Representative gave him the balance and he advised her he was not paying the $15.00 returned check fee.  The Representative gave him the balance less the $15.00.  The Representative noted that Mr. F_____ became verbally abusive so she transferred the call to a Supervisor. The Supervisor noted Mr. F_____ was yelling about the returned check charge and stated that the payment was being investigated.  She noted that Mr. F____ was yelling loudly that she was unable to understand him or assist him so she advised him that she was ending the call.On 11/12/14, Mr. F____ stated that he had not heard from Billmatrix but wanted the returned check fee removed. He was advised that the charge was valid.On 11/12/14, Mr. F_____ spoke to a Supervisor regarding the $15.00 charge she placed the charge in a dispute service agreement and suggested that he send in proof the payment cleared the bank. Mr. F____ became argumentative because the Company did not remove the charge and he is being held responsible.  He was upset that he is on the account and Ms. L____ had written the check. NOTE: Mr. F____ started calling again in 07/2015. On 07/20/15, Mr. F____ called in and spoke to a Supervisor he advised the Supervisor that he spoke to a Representative by the name of Heather advised him that the service would not be disconnected until August; she gave him a confirmation number for the conversation.  The Supervisor advised him that there was no one by the name of Heather in the call center and the Company does not give out confirmation numbers to confirm conversations.    The Supervisor advised him that he would have to pay a minimum of $182.00 by 07/24/14 to avoid disconnection.  Mr. F____ requested a medical emergency form be sent.On 07/23/15, Mr. F____ advised the Representative that he had a doctor’s note.  The Representative advised him that he needed the medical emergency form.  He threatened to file a complaint with the MPSC, file a civil suit and notify channel 4 new.On 07/24/15, the Credit & Collection Department received the medical emergency form. On 07/24/15, Mr. F____ called several times upset that the disconnection had not been cancelled and he was going to court to get a stop order so [redacted] would not be able to disconnect his service.  The Representative suggested that he call back on 07/25/15 to see if the disconnection had been cancelled.  Mr. F____ requested to speak to a Supervisor.On 07/24/15, a Supervisor left a message advising Mr. F____ that the medical emergency form would be processed by the end of day.On 07/24/15, the medical emergency form was reviewed and the severance was cancelled.On 11/05/15, Mr. F____ was advised to pay $217.00 by 11/17/15 to stop the severance and be placed on the CWR plan.On 11/16/15, Mr. F____ was advised to pay $217.00 to stop severance.On 02/15/16, Mr. F____ called about his account he stated that he received a disconnection notice but had not received bills. He stated he was not paying until he received a meter reading.  The Representative advised him that bills are mailed monthly and he is being billed based on actual usage.  Mr. F____ requested to speak to a Supervisor; he stated that is the [redacted]’s responsibility to make sure bills is received.On 02/16/16, bills, notices and budget cancellation notices were mailed.On 02/16/16, a Supervisor left a message for Mr. F____.On 02/16/16, Mr. F____ called back and requested to speak to a Supervisor; he wants the disconnection held until he receives and reviews the bills.On 02/16/16, Mr. F____ called back. The Representative noted that he was very irate and screaming that he was going to sue [redacted].  The Representative advised him that there was a request for a Supervisor to call him back.On 02/16/16, Mr. F____ called again and advised the Representative that he is in threat of disconnection and he had not received bills for 3 months.  The Representative advised him that the system show the bills were mailed and there is no record that the bills were returned.  Mr. F____ requested a Supervisor; the call was transferred.The Supervisor noted that Mr. F____ stated that he was not making any payments until he received the bills for the last 3 months. The Supervisor offered to e-mail the bills to Mr. F____ but he declined and stated he wanted paper bills.  The Supervisor advised him that he would hold the account until 3/3/16 that will give him time to receive and review the bills.On 03/14/16, Mr. F____ was advised to pay $427.00 by 03/15/16 to avoid disconnection.On 3/14/16, Mr. F____ called back upset that he has to pay $427.00 by 03/15/16; he stated he was calling the MPSC.On 04/04/16, Mr. F____ was advised to pay $437.00 by 04/05/16 to stop the disconnection.On 04/05/16, Ms. L____ was advised to pay $437.00 by the end of the day.On 04/05/16, a payment in the amount of $546.20 posted.  The payment was returned.On 04/22/16, Ms. L___ and Mr. F____ called in stating they received a disconnection notice for 04/22/16; The Representative advised them that notice had been sent regarding the disconnection.  Mr. F____ advised the Representative that the payment for $546.20 was taking out of his account.  Mr. F____ stated he was suing the Company and he wants to dispute his entire account balance. Mr. F____ requested a Supervisor call back and a call from the Legal Department.On 04/22/16, Mr. F____ called back to dispute the account balance, he advised the Representative that he was sending in proof that the payment had cleared.  The Representative cancelled the severance and placed the account in a dispute.On 04/25/16, a Supervisor left a message for Mr. F____ and advised him that his fax that he was sending to show proof that the payment cleared had not been received.On 05/12/16, Mr. F____ called about the disconnection notice he received. The Representative advised him that the dispute was closed since he did not submit proof of payment.On 08/06/16, Mr. F____ called and stated he was disputing the balance because there is no proof that of the meter reads.  The Representative offered to have a technician come out to read the meter; Mr. F____ declined and became irate.  He requested a Supervisor call back.On 08/06/16, the Supervisor noted that she called twice and there was no answer.  She noted that he can set up an appointment to have the meter read but there is no indication that he is being over charged.  The account balance is high due to lack of payments and payments being returned.On 08/06/16, Mr. F____ called back to disputer the balance the Representative advised him that the case had been closed.  Mr. F____ requested a Supervisor; the call was transferred and the Supervisor advised him that she would not stop the severance she offered to have the meter read to prove that the charges are valid but he declined.  Mr. F____ stated that neither of them will be home to give the technician access.On 08/08/16, Mr. F____ called in to dispute his account balance.  The call was transferred to a Supervisor that advised him that she would review bills and payments from 11/2015/ and once completed they will discuss payment arrangements.On 08/25/16, the Supervisor called Mr. F____ and went over his account balance she explained how his balance had accumulated and he understood.  She offered 6 month arrangements; Mr. F_____ was to pay $350.00 on 09/01/16 and the balance would be spread over 6 months.On 09/13/16, Mr. F____ called in and stated he was paying on 09/14/16.NOTE: No payment was made so the arrangements made with the Supervisor defaulted.On 09/14/16, Mr. F____ called wanting to make a payment by phone for a future date.  The Representative explained that we do not take future dated payments.  Mr. F____ became irate and requested a Supervisor.The Supervisor advised Mr. F____ that his balance was $849.79 and since he did not pay the $350.00 for arrangements offered by the previous Supervisor is the reason for the disconnection notice.  She advised him that the severance amount is $677.43; the last payment made was on 11/19/15.  The Supervisor agreed to accept the $350.00 that was previously offered. Mr. F____ stated he would pay at a pay station and was advised to call on Monday 09/19/16 with confirmation of payment.On 09/17/16, Mr. F____ called in and advised the Representative that he wanted to dispute his gas balance he believes he is being over charged by $400.00; the Representative placed the account in dispute which cancelled the severance.  Mr. F____ requested to speak to a Supervisor.On 09/19/16, the Supervisor that he spoke with on 08/25/16 called him back; she stated that they had reviewed all bills in August and it was agreed that the billing was accurate and Mr. F____ understood how the balance accumulated.  She noted that Mr. F____ was to pay $350.00 by 09/20/16. NOTE: $350.00 had not been paid. On 11/05/16, Mr. F____ called to dispute his balance and requested to speak to a supervisor. He advised the Representative that he asked that we not contact him anymore because he has an attorney.  The Representative advised him that there is no attorney information on his account.  He advised her that he was contacting the MPSC and an attorney; the Representative placed his balance in dispute which again stopped the severance.On 11/08/16, Mr. F_____ called and stated he refuses to pay [redacted] delivery charges and requested to speak to a Supervisor.On 11/09/16, the Supervisor from 08/25/16, noted on his account that the balance is correct and the account should not be in dispute nor should the severance be cancelled again without payment.On 11/09/16, Mr. F____ called again and was transferred to a Supervisor he wanted to dispute his balance; he advised the Supervisor that the billing was unfair and should be more affordable.  Mr. F____ stated he was getting an attorney.On 11/09/16, Mr. F_____ spoke to the Supervisor from 08/25/16 who advised him that the bills are valid and there was nothing to dispute.  She advised him that he must make payments or gas would be disconnected.On 11/16/16, Mr. F____ spoke to the Supervisor from 08/25/16 that agreed if he paid $350.00 by 11/22/16; he would be placed on a budget for $100.00 per month.On 11/29/16, Mr. F_____ advised the supervisor that he was paying the $350.00 that date.On 01/02/17, Ms. L____ went on line and requested to stop service on 02/01/17.On 01/04/17, a Representative noted that she scheduled a turn off for 02/01/17 per customer request through customer connect.On 02/01/17, the gas service was turned off per Ms. L____’s request.On 02/01/17, Mr. F____ called in and stated the gas service was turned off in error.  The Representative stated that previous remark stated that the turn off was changed from 02/01/17 to 02/15/17; so he placed the reconnection on the board for same day reconnection.  NOTE: There is nothing on the account that states the turn off request was changed from 02/01/17 to 02/15/17. On 02/01/17, the gas service was not restored due to leaks in the fuel runs.On 02/02/17, Mr. F____ requested to speak to a Supervisor he stated that [redacted] should be responsible for the repairs since it was disconnected in error.On 02/02/17, Mr. F____ called back and stated that the meter was loose and when the technician turned it off the line separated from the house and the contractor refused to make repairs until the pipe had been secured.On 02/02/17, Mr. F____ spoke to a supervisor and explained that during the stop service we pulled the meter away from the house and loosened pipes is the reason for the leaks.  The Supervisor noted that the technician had noted that he secured the pipe.  The Supervisor placed the order on the board and noted for the technician to determine if possibly the Company error.On 02/13/17, Mr. F____ called in and requested to speak to a Supervisor regarding High bills and leak.  The call was transferred; the Supervisor advised him that he would have the Supervisor from 08/25/16 call him.On 02/13/17, the Supervisor from 08/25/16 called Mr. F____ and explained that the turn off was scheduled through customer connection for 02/01/17 so it was not turned off in error.  Mr. F____ stated that he wanted the gas back on they did not intend to schedule a turn off and he believes the leaks are due to the technician pulling on the meter.On 02/13/17, Mr. F___ sent in a request to claims to pay the repair charges totaling $846.00 and submitted pictures of the meter, piping and debris.On 02/14/17, Ms. L____ filed a complaint with the MPSC.On 02/15/17, Mr. F___ sent an e-mail to the Customer Service department stating he requested a refund and had not heard back from [redacted] the Customer Service Supervisor and stated that he filed a complaint with the MPSC and any future communications should go through their attorney (see attached copy).         On 03/03/17, the Claims Specialist stated that a refund check in the amount of $846.00 was mailed today to D____ & D___ F____; the owners of the property.  [redacted] F____ is listed on receipt (see attached receipt) the Claims Specialist spoke to Mr. D____ F____ who advised him that B____ F____ is the tenant and he (D___) had paid for the contractor charges.     UPDATE 03/07/17: The MPSC requested additional information: What was the date of reconnection?  The gas service was restored on 02/03/17. Also need the reason the late fees and non-sufficient funds fee were reimbursed on 08/19/16 billing statement since there were no payments made on the account. The Customer Service Supervisor stated that when she spoke with B____ in August 2016, his main complaint was that he had called several times regarding the billing and disputing the balance.  The Representatives did not thoroughly explain his balance; she stated that when Mr. F____ would get upset and threaten lawyers or the MPSC the Representatives would put the balance in dispute rather than taking time to explain the billing was correct.  The Supervisor stated that she went over all bills, payments and thoroughly and explained the account in detail; Mr. F____ agreed that the billing looked correct based on her explanation and requested arrangements.  She stated that as a Customer Service gesture and since she thought he was going to pay and maintain the account; she waived all of the fees up to that point. UPDATE 10/31/17 On 10/31/17, the MPSC re-opened the complaint stating Ms. L____ is disputing her balance and believes she should receive an additional $700.00 for damages.  The unpaid debt of $1,797.66 was forwarded to a collection agency ([redacted]); when the agency contacted Ms. L____ she advised them she was disputing the debt so the agency stopped collection activity.  Ms. L____ is requesting her gas service be restored at no charge.     On 03/02/17, the severance process was started. A notice was mailed advising that the amount due was $1,398.80; the amount needed to stop the disconnection on or before 03/16/17 was $1,242.10. On 03/09/17, Ms. L____’s original complaint filed with the MPSC was closed.On 03/09/17, a bill was rendered in the amount of $1,501.56; there had been no payments made since 2015.On 03/13/17, a 96-Hour notice was mailed advising Ms. L____ to pay $1,242.10 on or before 03/16/17 to avoid disconnection of the gas service.On 03/31/17, [redacted] re-started the severance process; a notice was mailed advising her to pay $1,398.80 on or before 04/14/17; the amount due was $1,501.56.On 04/10/17, a bill was rendered in the amount of $1,604.82.On 04/10/17, a 96-Hour notice was mailed advising Ms. L____ to pay $1,398.80 on or before 04/14/17 to avoid disconnection of the gas service.On 04/14/17, the customer sent [redacted] a notice to cease and desist sending notices of disconnection.On 04/17/17, Legal stated that we are still required to send bills and notices.  There is no record of an attorney for the customer.  On 04/18/17, the gas service was disconnected for non-payment. At that time, no payments had been made for roughly a year and a half.On 04/18/17, B____ called in upset that the service was disconnected, said they are disputing the charges and sent the Company a cease and desist letter stating the Company can only have contact with their attorney.  B____ advised the Representative that he wanted the service restored.  The Representative advised him that since there should be no contact have his attorney call the legal department.On 04/19/17, B____ called and was verbally abusive to the Representative; a Supervisor advised the Representative to advise him he was given the correct information and to have his attorney call.On 04/19/17, B____ told a Supervisor he was getting a lien on the Company unless the Company pays him $2,785.00 by 10 AM to restore his service.  The Representative noted that B____ sounded as if he was speaking to an attorney in the background and he was advised to have his attorney call the Company.On 04/19/17, the account was noted by Collections that per the Legal department the gas service can be restored with upfront payment of 80% + $150.00 deposit + $62.00 reconnection fee.  The account will only qualify for the CWR during the heating season.  Customer service Representative are advised to only discuss the terms of restoration of service, and that the customer send any other information to the legal department. On 05/01/17, a final bill was rendered in the amount of $1,623.59.On 05/11/17, a Legal Representative spoke to B____ and discussed his account in detail. The account balance is accurate. On 05/26/17, a late fee in the amount of $24.07 was assessed increasing the balance to $1,797.66.On 05/04/17, B____ called again stating his gas was turned off and the Company has a cease and desist letter.  He was verbally abusive and requested a Supervisor. His call was transferred.The Supervisor stated that B____ stated he was putting a lien on the company and she advised him that unless he is calling to discuss the amount needed to restore his service he should have his lawyer contact legal.On 05/06/17, B____ attempted to place the account in a business name “D____ D____ T____ P__ G____” he was advised to send proof that the residence is now commercial.  The Representative advised him that the bill needed to be paid. On 05/06/17, B___ stated he would remove the lock to get gas for his grooming business.  The Representative advised him to send proof that the location is now commercial or the bill needs to be paid.On 05/08/17, B___ spoke to a Supervisor and advised him that he was converting to all electric and would not need gas.On 05/27/17, a final collection notice was sent advising that the $1,647.66 needed to be paid within 10 days to avoid further collection activity.On 10/02/17, Ms. L____ called inquiring about the amount needed to restore service.  She was advised to pay $1,647.66 + $62.00 reconnection fee and the deposit could be billed.On 10/02/17, B___ stated he was sending paperwork showing he paid the collection agency, then he stated that the collection agency dropped the collection activity because he is disputing charges and the Company did not respond in 30 days. B____ requested to speak to a Supervisor.He advised the Supervisor that he needed the landlord of the building to file a lien and he was submitting something stating the Company is committing fraud.  B____ stated he was filing a complaint with the MPSC and disconnected the call.On 10/24/17, B____ was advised that he needed to pay $1,797.66 + $62.00 reconnection fee to restore the service.On 10/26/17, B___ called and stated he spoke to the Collection agency and the Company is in violation.On 10/29/17, B___ filed a complaint with the President of the Company disputing his balance.   On 10/29/17, The Director of Meter to Cash called B____ and advised him that his account would be reviewed and he would be called on Monday 10/30/17.  B____ stated that starting in 2016 bill amounts increased. The Director of Meter to Cash advised him that he would printout the bills and review the usage.On 10/30/17, the Meter to Cash Director called B____ and advised him that after reviewing the bills and account history the balance is correct; there has been no payment since 2015.  That is the reason for the high balance. He advised B____ that the Company was not paying any other fees.  The CSD did not contact Mr. F____ since he has spoken to the Director of Meter to Cash, his account has been reviewed in the Legal department and he spoke to a Legal Representative as well as Supervisor’s and Representatives that haves advised him what is needed to have the service restored.  A Supervisor of Meter Reading & Field Collections stated that [redacted] sent him an inquiry on the account stating the customer advised them that Spire had a hold on the debt due to their dispute.  He advised [redacted] that was not correct and to continue to collection activity.         Distribution:  [redacted], Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION l

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                                        ...⇄ Laclede Gas Company                                         ...⇄ Community Services Department                                         ...⇄ Revdex.com                                         ...⇄ CASD Investigator: [redacted] 4/28/16 ____________________________________________________________________________         Customer Info:              Account ID: [redacted]                                   Complaint ID: [redacted]                                         ...⇄                                                        ...⇄    Rate: GH Residential                                ___________________________________________________________________________             Comments / Resolution: Ms. [redacted] contacted the Revdex.com and complained of the following: ·        She received a disconnection notice in the mail on 4/26/16 at 5:30 PM; she opened the mail in her office on 4/27/16 at 9:00 AM and while logging on to the website to pay the disconnection amount of $157.72, she received a knock at the door and someone was there to disconnect the service. ·        She claims the disconnection date was on 4/25/16, an entire day before the receipt of the notice letter. ·        She contacted the Company to beg for assistance and was told that the letter wasn’t a notice; it’s just to inform.  ·        She claimed that the CSR treated her rudely, was unhelpful and also was wrong about what was stated in the letter because the letter states to go on line and pay the bill prior to the 26th; which was impossible, because she did not receive the letter until the 26th.  The CSR also advised her to call the post office to see if her mail could be delivered faster so that the Company can mail their notices from upstate New York four days before shut off and expect for people to receive and pay. ·        Ms. [redacted] states by law, the Company has to send so many notices and a final letter/opportunity; but she believes the Company delays the letter so that customers don’t receive it in time. ·        She was told before her service could be restored, she has to pay $521.00, which is a $150.00 deposit, a $62.00 reconnection fee and double the amount due of $310.11.    To resolve her complaint, she wants credit for the $62.00 reconnection fee because she believes the letter not sent in ample time for her to pay her bill.  She also wants the $150.00 deposit refunded to her because she has been a customer for over 30 years. Investigation Results: As of 3/18/16, Ms. [redacted]’s accumulated gas account balance due was $238.02. The last payment received on the account was $120.00 on 3/15/16; prior to that, she paid $100.00 on 1/15/16. On 4/11/16, the severance process was started on Ms. [redacted]’s account; a notice was mailed warning that her service would be disconnected unless a minimum payment of $157.72 was received on or after 4/25/16.  On 4/19/16, a bill was rendered reflecting an accumulated gas account balance due of $310.11.  This bill included a message warning that the service was in threat of being disconnected for non-payment. On 4/20/16, a 96-Hour notice was placed in the mailed warning that the service was still in threat of being disconnected for non-payment and to avoid disconnection, a payment of at least the disconnection amount must be received on or before the disconnection date of 4/25/16. On 4/27/16, the service was disconnected for non-payment.  After the service was disconnected, Ms. [redacted] contacted the Customer Service Department and inquired about the amount needed to restore the service and the CSR correctly advised her that she would have to pay a $150.00 deposit, a $62.00 reconnection fee and 805 of her gas balance in advance before her service would be reconnected.  Note:  Effective 4/1/16, the Company’s policy for service restoration outside of the CWR period was changed in that all customers are required to pay advance deposits, the reconnection fee and 80% of their bills before their gas service is restored. Ms. [redacted] spoke to a Supervisor regarding the disconnection of her service and when he Supervisor reiterated the above information to her; Ms. [redacted] stated that she received the notice the previous night and did not open it until the AM which by then, was too late for her stop the disconnection.  The Supervisor clarified that two other notices were issued prior to the final notice; however, Ms. [redacted] stated that she was out of town and did not receive the prior notices.  The Supervisor reiterated the turn-on amount to Ms. [redacted] but she continued to argue that she did not receive advance notification of the disconnection.  After Ms. [redacted] continued to argue about the timeliness of the final notice, the Supervisor suggested that she discuss the delay in receiving her mail with the postal service; she also advised Ms. [redacted] that she also has the option of receiving her bills electronically.  The call ended after the Supervisor explained that a lesser amount could not be paid for the reconnection. Note:  While the Supervisor was stern regarding the amount needed for the reconnection of the gas service, she did not speak rudely to Ms. [redacted]_. As the CASD is satisfied with the Customer Service Department’s handling of this complaint, Ms. [redacted] was not contacted.  Also, her request for a refund of the deposit and reconnection fee is denied because it’s not warranted.   Distribution:  [redacted], Revdex.com, File             THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION