ComplaintsforBaltimore Gas And Electric Company

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 2, 2024 a large payment in the amount of $1786.24 was taken from my account via *** payment. My account is prohibited from *** payments being processed on my end and I can only make payments via debit cards and my ability to process and *** payment is blocked however, BGE processed the payment on their end and refuse to issue a refund based on their system glitch and mistake.

  Business response

  08/08/2024

  BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by the close of business August 15, 2024 to address their concerns. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A work order (********) was filed with BGE 0n 5/20/2024 with ***** ********** to upgrade our electrical panel to 200 amp. We are using *** Electric to perform this work. We have been getting a total run-around since May trying to get this work order finalized to begin work, Currently, the electric meter in the house is unsafe. We were told the approval was filed on June 10, 2024 by the "designer" but as of yet, nothing has been approved by Mr. **********. I am asking that you please help us get this work performed. I find it absolutely ridiculous that it takes this long just to have someone come out and upgrade the transformer.

  Business response

  08/06/2024

  A BGE representative will review the customer's concerns and will contact the customer by August 13, 2024.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a contractor call me and say that they was at my house and couldn’t get a reading from my gas meter n I wasn’t even home so I called them to see what was going on and they said I had to make a appointment to come out. The man came out to fix / replace the meter. They literally said that they was giving me an estimate bill n then they were saying that wasn’t the case. Now my bill is skyrocketing they upgraded my meter n lied to me. My bill is $909 I was charged $484 to cancel my Budget Billing

  Business response

  08/06/2024

  BGE is in receipt of this complaint. A BGE representative will contact the customer by close of business August 13, 2024.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently moved and paid my BGE account in full on 7 July because I received a letter from BGE stating that I was “overdue” despite having auto pay setup. They then took the same payment again on 25 July (my normal auto pay date). I contacted my bank to dispute the charge and BGE again attempted to take the same amount on 31 July and are threatening fines if I do not pay what I have already paid.

  Business response

  08/02/2024

  BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by the close of business, August 9, 2024, to address their concerns. 

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because August 9th is not an acceptable timeline for a response given BBB has indicated that they will close this complaint within 5 business days. Those two timelines do not align. I do not want this complaint closed prior to BGE acknowledging that they have attempted to withdraw money from my account without cause and therefore illegally. Prior to reaching out to BBB, I provided BGE an opportunity to respond and correct their mistakes and they failed to do so. Therefore I do not want this complaint closed prior to BGE accepting fault.
  
  Sincerely,
  
  **** *******

  Customer response

  08/02/2024

  BGE has reached out and apologized for incorrectly attempting to debit my account and acknowledged that my payment history was and is in fact perfect.

  Thank you to the BBB for your assistance! Without you, corporations would continue to try and take advantage of American consumers.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is impossible to get assistance from them in time. I was moving out of an apartment in Baltimore, and I sent an email requesting BGE to transfer my service to another location on July 9. Four days passed, and nothing was heard. A WEEK LATER, on July 17 they replied and said my transfer had failed. Upon receiving the email, I immediately send another request to STOP my service at my old address and START a new service at my new apartment. I can't afford to wait for another week, as the leasing office requires residents to provide a BGE account number before moving in. Somehow, starting a new service from BGE is super easy and fast, but closing is difficult. Until now, I still HEARD NOTHING from them about my latest two requests, and can not load their customer support page. Now my old account is still open, and BGE changed me for an absurd amount of over 118$. I just paid on July 5, and my average monthly fee was ~30$. This is unacceptable. I am not going to pay for what did not use. The solution I demanded was simple. Process my request, close my account, and calculate the right amount of the bill that belongs to me, until July 9.

  Business response

  07/30/2024

  BGE is in receipt of this inquiry. A BGE representative will contact the customer directly by close of business, August 6, 2024, to address their concerns. 

  Customer response

  07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not accept the bill amount BGE provide. I submit my move request on July 9, and BGE has an entire week to process it, then give me a response.  But they didn't.

  Rather, it takes them a whole week to do the work, until July 17, saying that they cannot process this move for me. Why? Because I did not provide my SSN. 

  I am still complaining due to following reasons:

  1. It is my right and my choice to not providing it, and THEIR website AGREES with it. The website clearly displays, I quote in their own words:

      "Because you have elected not to verify your identity using your Social Security Number or Tax ID, you will automatically be assessed a deposit."

      That's fine with me. I do not mind. But they use this as an excuse of unable to process the request is unacceptable. You can point it out before I submit the request, but not a week after.

      ***** **** ************************************************

  2. In their response email, they replied that I was the one choosing to stop the service from July 17, and that's how the money comes. 

      Clearly, they want to avoid taking responsibilities. I choose July 17 because BGE NEVER noticed me until July 17, how could I possibly choose a date that is one week later of my lease's termination date? And their website does not allow you to choose past date, even it is their mistake.

      The ONLY reason why I choose July 17 is because they noticed me moving is unsuccessful ON JULY 17, and they "sorry for late reply", then charging me 100 bucks.

  This is clearly unacceptable, if they didn't accept request without SSN, they should point it out. Not being a hypocrite like this. Then a sorry can charge you 100 bucks more. Perhaps Netflix and Amazon can also charge you a month more of your premium because they are clearly more "busy than BGE" and unable to process your stop request?

  Therefore, I do not accept their response. 

  Sincerely,

  
  ****** ***

  Business response

  08/02/2024

  A BGE representative has attempted to contact the customer via phone on two occasions in an attempt to reach a resolution. However, the attempts were unsuccessful. The customer should reach out to the representative directly to have their concerns addressed. A follow up email will be sent to the customer containing the representative's contact information.

  Customer response

  08/05/2024

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

  One of the representatives reached out to me directly via email, and we've discussed the possible solution. They've promised to adjust the bill amount I complained, and I'm now waiting for such resolution to be fully executed. If everything goes well, this problem will be settled. 

  Sincerely,
  
  ****** ***

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You just can't talk to anybody at this company. I have a bill problem that can't be handled online. They give you a call back time. call you back. then tell you, "We have to transfer you to the billing department." Then you are back on the "we will call you back" and then they do, they put you on hold again, then the call drops. Then you are back to the whole process again. All phone numbers send you to their same call menu system.

  Business response

  06/11/2024

  A BGE representative will contact the customer by end of business June 18, 2024.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am on a monthly payment plan for 149.00 and they recently took 399.00 from my account unexpectedly. I want my money back that they withdrew without my consent or knowledge.

  Business response

  05/29/2024

  Good Afternoon, BGE will contact the customer within 7 days to discuss their concerns.  Thank you. 

  Customer response

  06/12/2024

  Settled 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  BGE alleges that we used over 800 therms of gas in March. You can see in attachment that from Dec-Feb we used under 200 therms / month. This occurred during the month when BGE updated our meter. This is unreasonable and we are owed a refund. We’ve spoken to two BGe representatives and we were told that a detailed breakdown will be sent to us. The more I search online the more cases I’ve come across like this.

  Business response

  05/28/2024

  The customer has also filed a complaint with the Maryland Public Service Commission (PSC). The PSC is BGE's governing authority. BGE will respond in writing to the PSC who will utilize Code of Maryland Regulations when
  reviewing the customers concerns and BGE's response.

  Customer response

  05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  BGE representative came to our home on 3/25/24 and updated the meter.  During this billing period our meter reading indicated that we used over 4 times the amount of gas.  
  
  We only used 100-200 Therms per month in January and February.  Then in March BGE alleges we used over 800 Therm units.  This doesn’t make sense.  
  
  We believe that while the BGE gentleman was updating our meter he must have tested it which resulted in this discrepancy.  
  
  We called BGE twice last week.  The first representative we spoke with advised that the larger bill was due to the delivery fee.  We were told to contact PSC because they approved the new delivery rates.  However, that evening when we had a chance to review the bill it became clear that it isn’t a delivery fee issue.   As noted above, the issue is that the meter reading does not correctly reflect our usage.  Again, we believe this may be due to the meter update.  
  
  The last BGE representative we spoke with on 5/24/24 stated that BGE will mail us a detailed breakdown.   This is insufficient.  Please escalate to a manager.  We  are owed a refund.  There is no way we used 800 Therm units in one month.   
  
  Sincerely,
  
  ****** ********

  Business response

  05/31/2024

  BGE understands the customer's concerns. However, the complaint rightfully belongs with the PSC since they are the only agency who has the authority to make an unbiased ruling based on information provided by all parties utilizing the applicable COMAR regulations and tariffs. BGE will follow the PSC's complaint process and respond directly to the PSC accordingly. Upon BGE's written response being sent to the PSC, the customer will receive BGE's letter addressing their concerns along with a decision letter from the PSC to include their ruling on this matter. 

  Customer response

  06/12/2024

  Thank you for your assistance!  My husband said BGE credited our account for the amount they overcharged us. 

  If there are any further issues we may outreach for your advice. 
  

  We are relieved and I just wanted to say thank you for your help!

  Take Care,

  ******

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm writing urgently to address the discrepancies on my credit report that have resulted from sharing my personal information with credit bureaus. This has caused significant financial and emotional distress. As per 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be handled confidentially. Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is prohibited from disclosing account details without my explicit consent, which I have not provided. The inaccuracies linked to BG E have negatively affected my financial situation, requiring immediate correction. Moreover, I stress compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under certain circumstances. Below, you will find my account details for your reference: Account Number: ******** I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict compliance with federal laws governing my information. Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter. Sincerely, ****** *****

  Business response

  04/09/2024

  BGE is in receipt of this complaint. Unfortunately, we are unable to locate an account with the information given. The customer should contact BGE at ###-###-#### to address this complaint. The customer can file a complaint with the Public Service Commission. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BGE’s bills dramatically, I thought price increase but when I took closer look at the bills , I noticed a monthly flat rate charges over ($240.00) under “******* ***** ****** ********” when I call BGE , they told me it another company, they did not know those charges were added and asked me to call ******* directly. This practice in unacceptable to bill for another company, this way it is very difficult to dispute for something I never authorized. BGE is as responsible as that “******* ***** ******” ******** as they do not provide any services. BGE advised and encouraged me to file official complaints with State SSC office I should not be going through this hassle. I do not understand why BGE is lobbying for this company and forcing me to pay my energy bill that include charges that looks like more a membership . I was charged for $4353.00 for this ******* company alone. BGE denied knowing them but still billing me for them and incorporate the charges in their bill. BGE left me to fight alone to get this ******** stop and get refunded. Since I paid every penny to BGE , BGE should reimburse my money and they could do their fight with their partners at ******* .

  Business response

  04/01/2024

  An email has been sent to the customer explaining information about third-party electric suppliers.  The customer has also been provided with contact information for the Maryland Public Service Commission (PSC).  BGE is unable to enroll a customer with a third-party supplier on the customer’s behalf.  The customer of record is the only authorized person who may enroll an account with a third-party electric supplier.  Charges from a third-party supplier may be included on a BGE utility bill; however, BGE does not calculate these charges and BGE is unable to explain the charges in detail.  BGE’s website provides general information to help educate a customer about their options if they choose to enroll with a third-party supplier.  BGE is not a party to any contract between a customer and a third-party electric supplier.  

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩