Spire Energy

On 07.21.16, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your account activity, issue and MGE’s response are as follows: ACCOUNT ACTIVITY: On 06.21.16, your gas service was disconnected for non-payment On 06.21.16, you called MGE and were quoted a minimum amount due for reconnection of $($80% of your account balance of $230.80=$plus a $deposit plus a $reconnection fee) On 07.20.16, you were again quoted that a $deposit and $reconnection fee would be required in advance to restore service On 07.20.16, you paid your entire account balance, but did not pay the $deposit or $reconnection fee On 07.21.16, you were again quoted that a $deposit and $reconnection fee would be required upfront to restore service On 07.22.16, MGE tried twice to reach you and reconnect your gas service MGE was unsuccessful in reaching you ISSUE: You stated in your complaint that one MGE agent quoted you a $deposit and later a different MGE agent quoted you a $deposit You requested MGE honor the original $deposit quote RESOLUTION: On 07.21.16, I called you regarding your complaintI left a message requesting a return call You subsequently returned my call I advised that I had listened to the three calls in which you were quoted the amount needed to restore service In all three calls you were quoted a $deposit and $reconnection fee I emailed you a copy of the initial call so you could listen and confirm that you were quoted a $deposit I asked you to contact me if you had further concerns regarding your quote to restore service Thank you for sharing your concerns with us Community Services Team, Laclede Gas/Missouri Gas Energy

On 11.10.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your issue and MGE’s response are as follows: Your MGE account indicates your November budget payment was deducted twice from your bank account You have been emailing MGE attempting to resolve this concern, but have not received a response RESOLUTION: On 11.10.15, I called you and apologized for a) the double deduction from your bank account, and b) MGE not responding to your emails requesting resolution of the issue On 11.11.15, MGE issued you a refund check for the second deduction from your bank account I have changed the bill preference on your account to paper MGE recently upgraded our technology to better serve our customers and these changes have led to an increased volume of calls and emails to our call center, causing extended wait times and delayed responses We are actively working to remedy these issues Thank you for sharing your concerns with us Community Services Team Laclede Gas/Missouri Gas Energy

On 10.30.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding an issue with MGE billing and customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your issue and MGE’s response are as follows: You requested your gas service at a prior address be shut off on You received a MGE Bill for service at your new address with a transferred debt from the account on which you had requested the service shut RESOLUTION: MGE has credited your account with charges for service from – 6.22.15, the actual shut off date of your service MGE has also credited you with the visit (collection) fee and a late fee MGE explained to you that a larger credit on your account is not warranted as the majority of the transferred balance was for charges accrued prior to your requested April shut off date This includes an underpayment in your budget bill settlement balance due to the budget bill amount charged being less than actual winter months’ charges MGE emailed you your current bill, reflecting above credits plus a credit for the deposit plus interest MGE was holding on your account MGE quoted you a minimum down payment under the Cold Weather Rule Payment Arrangement to enter into a plan under which you can pay down the existing balance on your account, plus pay your monthly budget plan amounts MGE requested a return call from you to discuss the above credits and the Cold Weather Rule Payment Arrangement offered Thank you for sharing your concerns with us Community Services Team Laclede Gas/Missouri Gas Energy

On 02.07.17, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your account activity, issues and MGE’s response are as follows: ACCOUNT ACTIVITY: On 01.27.17, you called MGE and requested a separate account for each premise MGE advised that it cannot separate premises into separate accounts that are under one Revert to Owner Contract On 01.31.17, you again called MGE and requested a separate account for each premise MGE advised that it cannot separate premises into separate accounts that are under one Revert to Owner Contract On 02.01.17, you requested an account analysis to document a disputed charge On 02.02.17, MGE reviewed with you the balance on each premise under the disputed account ISSUES: You stated in your complaint that you need an account analysis documenting the disputed charge and that you want each premise you manage under a separate MGE account number RESOLUTION: On 02.08.17, I telephoned you to discuss your complaint You stated that you want a) the business name on all your company accounts with MGE to be consistent, b) each premise you manage placed on a separate MGE account number, c) a separate Revert to Owner Contract established for each premise, and d) a detailed explanation of your disputed balance I requested that you contact me if you receive any disconnect notices while you have a disputed balance on your account so that I may stay them pending resolution of the dispute MGE prepared and emailed to you a detailed account analysis explaining the disputed balance MGE corrected any inconsistencies in your business name on your MGE accounts MGE advised you that it is not best practice to assign each premise you manage with a separate MGE account number and Revert to Owner Contract This can cause empty accounts when service to the premise is in the name of a tenant that can lead to unpaid balances being transferred to other accounts and confusion on Revert to Owner Contracts On 02.21.17, I telephoned you to confirm if you are satisfied with the account analysis MGE sent you You responded that you need additional time to review all the information provided I asked that you call me if you have additional questions or concerns Thank you for sharing your concerns with us Community Services Team, Laclede Gas/Missouri Gas Energy

On 10.03.16, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your account activity, issues and MGE’s response are as follows: ACCOUNT ACTIVITY: On 09.29.16, you called MGE and reported that, upon returning home from traveling, you found an MGE hang tag on your door advising that your gas had been shut off for repairs You requested your service be restored MGE scheduled a restoration of service for 09.30.16, with an all-day wait and thirty-minute call ahead You requested to speak to a supervisor None were available and you were advised you would receive a supervisor call back On 09.30.16, an MGE supervisor returned your call and advised your gas would be restored that day with an all-day wait and thirty-minute call ahead You advised the all-day wait was unacceptable MGE scheduled an immediate restoration of service and on 09.30.16, your gas was restored ISSUES: You stated in your complaint that you did not receive advance notice of any shut off of service You stated that since the shut off was not at your request, and not due to non-payment, you believe your service should have been more promptly restored RESOLUTION: On 10.03.16, I telephoned you to discuss your complaint I left a voice message requesting a return call Unfortunately, there are instances when MGE must shut off a customer’s gas service for safety reasons and we are unable to provide advance notice to our customers Regarding your shut off of service, an MGE two inch main in your area was damaged by the Kansas City Water Department Once the main was restored, we attempted to restore service to all affected homes As we must enter the home to perform a safety check prior to restoring service, we were unable to restore service that evening to homes for which the customers were not home We left door tags at those homes requesting a return call so we could restore service When you called the MGE call center regarding your need to restore service due to construction, your restoration should have been scheduled for the same day We have coached the MGE agents with whom you spoke regarding this process I apologize that your service was not restored on 09.29.16, when you called MGE and reported the no gas Thank you for sharing your concerns with us Community Services Team, Laclede Gas/Missouri Gas Energy

On 06.21.17, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your account activity, issues and MGE’s response are as follows: ACCOUNT ACTIVITY: Due to an equipment issue, MGE was unable to collect accurate reads from your gas meter from July – March On 03.06.17, MGE worked a usage query and determined that you had not been correctly billed for gas usage since July 2016.On 03.15.17, MGE exchanged your meter.On 03.22.17, MGE mailed you a rebill letter and a corrected bill and offering you a payment plan to pay the bill of twice the number of months you received incorrect bills due to the equipment issue Although you made payments on the account, you did not call MGE and request to enroll in the payment plan offered in the letter.On 06.09.17, MGE mailed you an initial disconnection notice for non-payment for a disconnection on or after 06.23.17.On 06.16.17, you called MGE regarding the rebill letter you received Rather than enroll you in the payment plan described in the letter, MGE advised you needed to pay the arrears amount stated in the disconnection notice or be subject to disconnection.On 06.19.17, MGE mailed you a Final (Hour) disconnection notice for non-payment for a disconnection on or after 06.23.17.On 06.19.17, MGE made an automated collection call to you reminding you of the pending disconnectionISSUES: You stated in your complaint that when you called MGE 06.09.17, you were not offered the payment plan described in MGE’s letter and were told you remained subject to disconnection for non-payment if you did not pay the entire amount stated in the disconnection notices RESOLUTION: On 06.21.17, I telephoned you to discuss your complaintI apologized both for the equipment error that caused you to receive several months of incorrect bills and that when you called MGE regarding the corrected bill you were not offered the payment plan described in the rebill letter I offered you fourteen months to pay the corrected bill amount, which is twice the seven months you received incorrect bills You declined the offer and stated that you had mailed MGE a check for the entire amount needed to prevent the pending disconnection for non-payment I cancelled the pending disconnection You stated that you had recently purchased a new gas hot water heaterI emailed you a link to MGE rebates for new hot water heatersThank you for sharing your concerns with usCommunity Services Team, Laclede Gas/Missouri Gas Energy

We still have reason to believe according to our phone records and notes that another phone call was made to MGE to correct such date once it was clear we were not going to be in possession of the property, as that was done with all other utilities and some how MGE is the only one claiming it never happenedAfter speaking with this "supervisor",in addition to being called back by Kayla, with Kayla leaving a nasty rude message on my phone (after I expressed that Kayla was disrespectful and asked for her supervisor, she continued to call my phone,), it appears that MGE is going to stand by their actions regardless of our evidenceIts simply sad and disappointing that a company such as this will take advantage of customersIts worse that the company continues to be so rude and disrespectfulWe do not have another company we can go to and MGE knows that and treats us, as well as several other customers, like this and continues to bullyIts unacceptable BUT it was made clear that this is how MGE does business while on the phone call that was recorded with Kayla as well as with the last lady who called meI was also falsely accused on the phone of owing over $to MGE and even as of the date of the accusation, we showed no balance with MGE and showed a clearing of over $in my bank account of where MGE took moneyFor those reasons above, I do not accept such response but do consider this complaint closedI do not feel I should have to worry about my gas being turned off because I have a dispute with a company and that is how MGE has made me feel about filing this complaint Regards, [redacted]

On 06.10.16, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your issue and MGE’s response are as follows: ISSUE: You filed a complaint with the Revdex.com concerned that your gas service had not been restored after it was shut off due to MGE subcontractor crews working in the area RESOLUTION: I called you regarding your complaint You confirmed that your service was restored the night of after you contacted the MGE emergency line I apologized to you for the delay in restoring your service The MGE Customer Service Representative who failed to correctly schedule your restoration of service when you initially called MGE is being coached on the process The MGE subcontractor plumber is being coached on writing a telephone number on the door tag that customers can call to request a restoration of service Thank you for sharing your concerns with us Community Services Team [redacted] Gas/Missouri Gas Energy

On 11.03.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE billing and customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your issue and MGE’s response are as follows: Your bank records indicate you made a payment to MGE on which was not credited to your account You requested the payment be credited and the late fee be removed You sent MGE evidence of the payment You also stated you experienced long wait times when trying to reach MGE to discuss your concern RESOLUTION: On 11.11.15, I called you and left a message requesting a return call to discuss your complaintOn 11.13.15, you returned my call I apologized for the long wait times you experienced trying to reach MGE MGE has located the payment and applied it to your account MGE has removed the late fee I confirmed your new account number to ensure correct application of future payments MGE recently upgraded our technology to better serve our customers and these changes have led to an increased volume of calls and emails to our call center, causing extended wait times and delayed responses We are actively working to remedy these issues Thank you for sharing your concerns with us Community Services Team Laclede Gas/Missouri Gas Energy

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

On 07.05.16, Missouri [redacted] Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural [redacted] customer and takes your concerns very seriously Your account activity, issues and MGE’s response are as follows: ACCOUNT ACTIVITY: On 05.31.16, MGE mailed you an Initial Disconnect Notice for a disconnection for non-payment on or after On 06.09.16, MGE mailed you a Final Disconnect Notice for a disconnection for non-payment on or after On 06.09.16, MGE emailed you your MGE Bill including pending disconnection language On 06.30.16, MGE disconnected your service for non-payment On 06.30.16, you paid your account balance to MGE On 06.30.16, you called MGE to schedule a restoration of service You were advised that due to you disconnection for non-payment, you would be billed a $deposit and $reconnection feeThe MGE Agent advised your restoration of service was scheduled for Friday, You did not choose the thirty minute call option offered On 07.01.16, you called MGE inquiring why the MGE technician had not arrived at your home and if he was still scheduled for MGE advised you that your restoration of service was still scheduled for On 07.05.16, you called MGE and advised the MGE technician did not come to your home MGE confirmed the restoration was scheduled for 07.05.16, rather than Your [redacted] service was restored on ISSUES: You stated in your complaint that you did not receive notice of your past due account and pending disconnection for non-payment You further stated that you waited all day Friday for MGE to restore your service and the MGE technician did not arrive at your home You objected to the $deposit and $reconnection fee billed to your account for restoration of service after disconnection for non-payment RESOLUTION: On 07.06.16, I called you regarding your complaintI left a message requesting a return call On 07.11.16, you returned my call I advised you that the account holder needs to authorize MGE to discuss his account with you or add you to the account I apologized for the error in scheduling your restoration of service on rather than Due to the inconvenience to you, I removed the $(includes City of Independence tax) reconnection fee from your account The $deposit will remain on the account as you were duly noticed of the pending disconnectionI noted in listening to your calls with MGE that you requested a change to paper bills from ebills You stated you do not read your ebills so were not aware of your delinquency and pending disconnection This requested change has been made You also stated you found the bills and notices from MGE in your email spam folder Thank you for sharing your concerns with us Community Services Team, [redacted] ***/Missouri [redacted] Energy

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI never knew of the disconnect noticeThis issue has been resolved Regards, [redacted]

On 10.7.15, Missouri Gas Energy received your complaint filed with the Revdex.com regarding an issue with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your issue and MGE’s response are as follows: You recently moved to Kansas City and attempted to request MGE service at your new residenceYou were unable to reach MGE by telephone to schedule the serviceYou traveled to MGE’s Kansas City business office and were told the office was closed and you needed to call MGE RESOLUTION: On 10.7.15, MGE called you and apologized for your frustrations with reaching MGE to order your serviceMGE confirmed that your service is scheduled for turn on MGE advised you we recently upgraded our technology to better serve our customers and these changes have led to an increased volume of calls to our call centerWe are actively working to remedy this issueMGE is relocating from its current Kansas City business office to another Kansas City business office but neither office is open to serve customersCustomer can reach MGE by calling or or emailing [email protected] Thank you for sharing your concerns with us Community Services Team Laclede Gas/Missouri Gas Energy

On 03.09.17, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your account activity, issues and MGE’s response are as follows: ACCOUNT ACTIVITY: On 08.09.16, at your request, MGE started service at your residence On 09.20.16, you called MGE and made a credit card payment on your account On 11.08.16, you called MGE for instructions to set up your online customer account On 12.12.16, you called MGE and made a credit card payment on your account and requested your account number so you could set up your online customer account On 02.01.17, you enrolled in E-Bill On 02.17.17, MGE mailed you an initial threat of disconnection due to non-payment On 02.27.17, MGE mailed you a final threat of disconnection due to non-payment On 02.27.17, MGE sent you an automated call advising of your pending disconnection due to non-payment On 03.06.17, you called MGE and made a credit card payment on your account ISSUES: You stated in your complaint that you are unable to log into your online account to pay your bill You stated you want an MGE debt appearing on your credit report to be removed and any late and disconnection fees waived RESOLUTION: On 03.09.17, I telephoned you to discuss your complaintI received your voice mail so left a message requesting a return call Your MGE account has not been sent to collections so it does not appear on your credit reports I am happy to discuss your concerns with your online account when you return my call Thank you for sharing your concerns with us Community Services Team, Laclede Gas/Missouri Gas Energy

Good afternoon, Please, see the attached document Thank you! Alicia [redacted]

On 05.08.17, Missouri Gas Energy received your complaint filed with the Revdex.com regarding issues with MGE customer service Please know that MGE values you as a natural gas customer and takes your concerns very seriously Your account activity, issues and MGE’s response are as follows: ACCOUNT ACTIVITY: On 02.23.17, MGE mailed you a final bill with an outstanding balance of $The bill was due 03.10.17.On 03.28.17, you paid the balance, plus late fee, with the payment on one of your active accounts, and it created a credit on that account since the debt had not been transferred to that account.On 04.17.17, MGE transferred the unpaid balance, plus late fee, to an active account; not aware that your payment to another account had included the transferred balance On 05.01.17, MGE mailed you a bill for the active account, including the transferred balance plus late fee.On 05.08.17, you called MGE inquiring about the transferred amount MGE advised you the transferred amount was for service for a prior period at another address which was transferred to the active account when it remained unpaidYou advised MGE you had paid the outstanding balance on another account on MGE confirmed the payment and removed the transferred balance from the active accountISSUES: You stated in your complaint that you had contacted MGE for an explanation as to a transferred charge and did not receive a reply RESOLUTION: On 05.16.17, I telephoned you to discuss your complaintI apologized that you did not receive a prompt, thorough explanation for the transfer of the outstanding balance on one of your closed accounts to an active account I emailed you a copy of the final bill from the closed account identifying the transferred charge (including late fee) and a copy of the bill reflecting the transferred charge I explained that when the charge on the closed account remained unpaid, it, plus the late fee, were transferred to the active accountWhen you called MGE 05.08.17, prior to filing your complaint, and advised you had paid the transferred balance on another account, MGE removed the transferred balance from the active account I did not receive a return call or email from you so assume you are satisfied with the resolution of your complaint Thank you for sharing your concerns with usCommunity Services Team, Laclede Gas/Missouri Gas Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: I never received the final bill notification and was not given proper amount of time to pay the bill before sending to collections. I believe this to be a terrible practice. I do not feel like the customer care personnel care about customer satisfaction, because they are the only provider in the area. I am forced to use their services, as they are a monopoly on gas service in the area. Had I received a bill, I would have paid it, but I am appalled at how cavalier they are about sending a bill to collections and negatively effecting a customer's credit. Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. The business was able to retrieve records from the archives, including a breakdown of all charges in dispute and provide explanation to my satisfaction. It's unfortunate that this level of effort was required on my part to resolve the matter, but the associate working my case did recognize and apologize for the inconvenience, as well as provide sufficient explanation. Regards, [redacted]

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