ComplaintsforMemphis Light, Gas & Water Division

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called MLGW on 07/26/23 and transferred my service to SAME DAY to my new addressI was told via recorded mlgw phone calls that my balance had to be less than $200 to transfer service. I paid the balance down to $****** and was told that the deposit of $200.00 I put down for that address would be applied to any remaining balances owed or mailed in a check. The lady verified I still owed ****** and it would be applied to that balance. I also had to speak with a manager that day to have service transferred same day. Since then I have paid my utilities for my current address and expected the old address to be resolved; but mlgw has added astronomical balances, and is now saying I owe 602 EVEN for the old address. I am just now getting a bill which really through me OFF!! Because why am I being charged 603 for an old address and also have a 550 bill for my new address! I called tonight and spoke with a ***************** at mlgw and was told that thats the balance. He did not try to listen or anything, I asked for a manager and for a complaint to be filed, ***************** said he does not file complaints and a manager would call in 48 hours to say the same thing, and if they want to do anything they can then. This was lack of care for accuracy and Im being penalized for it. I take me credit very serious! How do you send a 3 months later saying I owe and havent lived there in 3 months!!

  Business response

  10/19/2023

  Thank you for allowing Memphis Light, Gas & Water to respond to ********************** concerns regarding her final billing at Cottonwood Rd.  As of June 13, 2023 ********************** account had a balance of $832.00 of which $487.44 was a past due balance.  We received a payment of $289 on July 7, 2023 which reduced the past due balance to ****** and an account balance of $543.00.  On July 14, 2023 we mailed a cut off notice to the customer requesting for the past due balance of $543 to be reduced to $199.99 in order to prevent service disconnection.  On July 26, 2023 we received two payments ($44.00 & $300) which reduced the past due balance to $198.08 (she also had a credit adjustment of $.92).  She requested to disconnect services July 27, 2023.  This request was completed by our customer service technicians in the field, but the order was not able to be completed in our system until September 27, 2023 when a final bill was produced in the amount of $602 (which is the bill ****************** attached to this complaint).  When reviewing the final bill the service dates on the bill show that the billing period is for June 22, 2023 through 7/27/2023.  The charges on this bill are based on usage that passed through the meter up until the time of disconnection request.  We do apologize for the delay in processing the final bill as it is certainly not our intent to take two months to produce a final bill for a customer.  We would like to also apologize for ********************** experience with a member of our ************* Team.  Our aim is to provide compassionate and exceptional service and it appears we missed the **** with *******************  I have reviewed the deposit and it does appear that the deposit was erroneously applied to the new account in addition to the customer being billed a deposit.  We will have our team to review the deposit and provide an update to this response immediately regarding the deposit.   We will also contact ****************** via telephone to update her on the status of the deposit.  We thank ****************** for being a Valued Customer and apologize for any inconvenience incurred during her transfer process.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Memphis Light Gas and Water **************** Erroneous Bills I do not feel comfortable with MLGW billing practices and since I have automatic drafts to pay my bills, I think that I have been over charged and over paid (due to automatic drafts). DatePaid 07/28/23$383.77 08/25/23$380.00 09/13/23$471.56 Received erroneous bills back to back via Email:Owe $864.40 due on 9/27/23 Reference ************ Owe $1,307.92 due on 09/28/23 SO I CALLED MLGW (see below):09/14/23$836.36 (spoke to representative at MLGW)*I was told that if I paid the $836.36, I would completely caught up, up to date to 09/14/23. Then 09/27/23, received notification of an automatic draft for $864.40 I want an MLGW executive to review my account and explain the erroneous back to back bills and drafts from my account on 9/13, 9/14 and again 9/27.

  Business response

  10/10/2023

  Thank you for allowing Memphis Light, Gas & Water (MLGW) the opportunity to respond to the ********************** concerns.  We reviewed the account and noticed a credit on the account in the amount of $864.40.  I spoke with ****************** and confirmed that she would like the credit back instead of applying towards future charges.  I will follow up with her once our payment department lets me know how the credit was given (either back to her card or in the form of a check).  We apologize for the miscommunication regarding what payments were required and are working to rebuild ********************** trust with MLGW.  We hope in the future to restore that trust and look forward to the opportunity to make things better.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MLGW has made a mess with billing in the last couple of months. I have received several bills I don't even know if they are right. There is no way to prove their billing methods. The don't answer their phones, their hours of operation are too short, and their chatting personnel are not helpful.

  Business response

  10/10/2023

  Thank you for allowing Memphis Light, Gas & Water (MLGW) to respond to **************************** concerns regarding her utility bill.  MLGW is currently undergoing a process where customers may be receiving multiple bills due to bills being delayed in previous months.  (I have attached a copy of our FAQ regarding delayed billing).  We would like to apologize for any confusion that arose from multiple/delayed billing.  We have reviewed **************************** accounts and have found no error with the billing.  Our records reflect that on 10/5/23 a supervisor reached out to ************************ to explain her bills and confirmed the payment arrangement that was in place.  ************************ agreed to make an additional payment of $80 to the $160 she had previously made and have her remaining balance set up on a deferred billing (installment loan).  This deferred billing allows the customer to pay a large bill in installments instead of all at once.  If at any times ************************ has questions regarding her deferred billing or billing we invite her to contact us at ************ or visit one of our community offices.  We thank her for being a Valued Customer and would like to assure that we are working diligently on a process to keep this from occurring again in the future.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company needs to adjust my bill with the correct amount owed. You can not advise your customers to utilize the advice of your energy advisor to lower your utilities, then estimate what they owe. Your company smart meters stop reading and that is not the customers fault. They neglected to send out meter readers, when they first notice the meters were no longer active. I received a letter stating bills will be delayed. Within the month of September I have received seven billing invoices and a notices that read, "invoices are for the months I was not billed". I was billed in December, two invoices for March, two invoices for **** July and seven invoices for September. I did not received a bill April, June, and August, how is it possible to receive seven ( Sept.) invoices when I clearly did not receive a bill for only three months, but was doubled billed for March and May. From December through August I have paid them the sum of $1065.32. Please assist with getting the correct amount owed. This company should be shut down and customers should be given more dependable, and trustworthy companies to choose from.

  Business response

  10/05/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Ms. ****** concerns regarding her billing.  We have attached a written response along with documentation that outlines the delayed billing process.  We apologize for any inconveniences incurred.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was speaking to someone in customer service trying to see why my ********************** bill is so high which I have a cut of notice for the 21st of September and she hung the phone ** in my face she have not called back so I know it was intentional

  Business response

  10/02/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ********************** concerns. We reviewed the call and it appears the phone went silent while ****************** was speaking but the service advisor was still on the call.  We had a supervisor to follow up with ****************** regarding both the call and what she wanted assistance with.  The customer went to her meter and quoted the numbers she saw on the meter and the supervisor confirmed that was in line with what the meter was transmitting.  We apologize for the confusion surrounding ********************** call and hope future interactions are more favorable.  

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, I pay my utility bill on-time & in full every month. MLGW sent a notice at the end of August 2023 that said my bill was under review because Id been under charged for services. Without any notice as to what caused the under charge, when I was under charged, how long I was under charged, or what services were under charged, MLGW sent my September utility statement and charged me $1,402 in past due charges. Again, my utilities have NEVER been past due. This $1,402 charge was in addition to my regular monthly bill. So in one month, solely because of some error on MLGWs side, I get a $2,122 bill without any warning. And if I was under charged for services previously, I would assume MLGW would correct it and I would see an increase in my regular monthly bill for September to avoid future under-charges, but no. My regular September bill is in the EXACT same range as every other month. MLGW should bear the burden of any accounting/system errors & not expect families to come out of pocket, without warning, over $2,000 in one month because of an error that is 100% MLGWs fault. Not to mention MLGWs service is beyond spotty & routinely goes out, leaving my family in the dark for hours to days. MLGW takes gross advantage of the families they serve, because they know we have no other option for utility services.

  Business response

  10/10/2023

  Thank you for allowing Memphis Light, Gas &Water (MLGW) the opportunity to respond to ******************** concerns regarding her billing.  We would like to first acknowledge and thank **************** for her excellent payment history with MLGW.  We would also like to explain what happened with ******************** account regarding the delayed bill.  MLGW randomly audits accounts for anomalies in meter readings.  If a reading/bill is held past a certain period, the customer will be notified via a delayed billing letter, which is the letter **************** received.  This letter is to inform customers that we are reviewing their account, it does not mean the account has any errors, but we are checking for accuracy before releasing the bill to the customer.  On August 1, 2023, the meter reader obtained a reading of 791 which billed a consumption of 107 ccfs. This caused the bill to be placed on hold for review prompting the above referenced letter to be mailed to the customer.  On September 14, ********* we obtained the meter reading it did not kick out for review and as a result the new bill was released with a balance from the August bill.  We had our water meter shop to visit the premise and confirm that the meter was functioning properly.  On their visit they changed out the register and made the meter smart so that readings can be transmitted electronically. They were also able to confirm the high reading was accurate.  MLGW offers its customers a courtesy water leak adjustment where the customer can receive some credit towards high water usage. Customers are permitted to have one water leak adjustment applied in a 12-month period by contacting ************.  We thank **************** for being a Valued Customer.

  Business response

  10/10/2023

  We would also like to address ******************** concerns regarding service reliability.  MLGW is working to improve the quality of service provided to our customers.  We have developed a Service Improvement Plan that can be found online at *******************************************************************; This plan addresses some of the items being done to improve quality such as aggressive tree trimming, installing an electric grid and other items to improve the infrastructure.  We encourage **************** to visit the website and see what changes she can expect in the future.  Thank you.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MLGW, it's staff, contractors, I.T Systems and contracted programs failed to properly bill me for use of my utilities. The company was notified and aware of these issues, but failed to correct them for 3 months. Then, when they started billing me, did so on an inaccurate average usage, rather than actual usage, and then began to demand my money or face disconnection and additional fees if I didn't pay within 30 days. They had the audicity to require MY response when they failed to provide me with accurate bills on time and then did not give appropriate time relative the to the bills received to pay.I want my account to be updated to having bills received to be paid in 60 days from the receipt of each bill and a refund of any late fees and a discount added for failure to comply with our contracted service agreement.

  Business response

  10/02/2023

  Thank you for allowing Memphis Light, Gas, and Water the opportunity to respond to ****************** complaint. We apologize for any inconvenience the delayed bills may have caused the customer. Starting in April 2023, the customers billing statements were delayed by one month and continued until August 2023. Her bills are now up to date. In recent months, MLGW has had an issue with parts in some customers gas and water meters, which caused the readings to not be reported timely, thereby causing the billing to be delayed.****************** gas meter is the one that caused her bills to be delayed. Once the meter has been repaired, if there are any adjustments warranted (credit or debit), they will be made to ******************** account. Because of this, we have implemented new processes to prevent this from happening in the future. We have attached a copy of frequently asked questions to this response to better answer Ms. ******** concerns. 

  On July 18, 2023 a bill printed for the service date of 5/17/23-6/16/23 with a due date of 8/3/2023.  No payment was received and late fees were accrued on August 4, 2023.  Due to Ms. ******** late fee allowance she was credited back for those charges and it appears on the bill that printed 8/9/23.  A bill was produced on 8/9/23 with a due date of 8/25/23 and another bill produced 8/17/23 with a due date of 9/5/23.  Given that ****************** made the full payment of $1,051 on 8/29/23 we have applied a courtesy removal of the fees in the amount of $51.71.  We thank ****************** for being a Valued Customer.

  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug. 15th, 2023, I requested a service transfer from ****************************************** 485 (Memphis, ** *****) to **** **********., Apt. 254 (Memphis, ** *****) for the services under MLGW account #**************** on the original transfer date of Sept. 1st, 2023. On Aug. 31st, 2023 , I was informed by my apartment complex that my move-in date would need to be moved back one week. From there, I called MLGW on Sept. 1st, 2023 to cancel the transfer service and continue service at `************************************ until Sept. 9th, 2023. I then called once more on Sept. 8th, 2023 to request a transfer service to **** Natchez Pt., Apt. 254, only to find out that the original cancellation on Sept. 1st had not been completed. Thus, MLGW was, and is, charging me an additional week of billing at a place I was not living in due to their negligence. Even more, when on the phone with the representative on Sept. 8th, 2023, she was incompetent, sporadic, and a terrible listener, further complicating the process. I requested to speak with a manager, and was told I would be called back the same day, if not Monday (Sept. 11th, 2023). Neither occurred and the additional billing issue has not been resolved. On today, I called MLGW again to resolve the issue, only to run into yet another incompetent and rude representative. When I requested to speak to manager, I was denied and told similar to what I heard on Sept. 8th, "that someone would contact me at a later time."I pay my bill in full routinely. I do not request additional technicians, services, or excuses. All I want is my billing to be corrected to reflect my services starting on Sept. 9th, 2023 instead of Sept. 2nd, 2023 so that I will not be charged an extra week, and to receive confirmation that this has been completed and corrected. After that, I pray I never have to call or speak to MLGW ever again. Also, MLGW records every phone call and has a full record of my calls for each date mentioned above.

  Business response

  09/27/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ****************' complaint regarding his recent interactions with MLGW.  We reached out to **************** on September 26, 2023 and let him know that adjustments are being made to his account.  We also let him know that our ************************ team will be reviewing the tapes and coaching employees if required and apologized for his experience thus far.  We regret that his recent experience with MLGW was not favorable and look forward to making future experiences more pleasing.

  Customer response

  09/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  1050 ********** Apt. 254

  Memphis, ** 38103

  
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MLGW has made me pay my bill twice in the month of August and I never received a cut-off notice for that month. They also failed to send me a bill for the whole month of July, which is probably the reason for the double billing in August. They just sent a cut-off notice for September 8 which I received on September 6, 2023. MLGW states that they will work with you on an extension. Mind you I received my cut-off notice 2 days before its date, but they are only *****ing me 2 business days beyond the cut-off date. In the past, they gave at least a 10 day extension to accommodate customers. They are overcharging and our utilities are off almost every time it storms. I made two payments that were $400 both times in the month of August( 4th and 24th) and now they won't even ***** me enough time to pay my bill the for month of September.

  Business response

  09/20/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to ********************** complaints. ****************** is correct she received two bills in the month of August because her bill was delayed in July.  MLGW is currently experiencing some issues with meter malfunctions that is causing some people's bills to be delayed.  The bill that produced 7/27/23 for the billing period of 5/26/23-6/27/23 for a balance of $1,242.00 with a due date of 8/14/23.  Then another bill produced 8/10/23 for the billing period of 6/27/23-7/27/23 for a balance of $1,276.00 with a due date of 8/28/23.  A cut off notice was mailed on 8/16/23 for the past due balance of $846.96 that needed to be reduced to $399.99 by close of business of 8/30/23 or an arrangement made and we received a payment of $250.00 on 8/18/23 and then an additional payment of $200 on 8/24/23 which reduced the balance for the past due amount for the bill from 7/27/23.  Another cut off notice was produced on 8/30/23 with a past due balance of $825.35 that required reduction by 9/14/23 or satisfactory arrangements made.  We received contact on 9/7/23 and our service advisor granted a payment arrangement for 9/12/23.  Review of the account shows that due to the multiple cut off notices our advisor may have been confused on what arrangements could be offered to *******************  ****************** is welcome to contact our **************************** by calling ************ and requesting Customer Advocacy if she still requires an arrangement.  We have placed a temporary hold that will expire on 9/27/23 to prevent any service disconnections for nonpayment.  We apologize for ******************'t recent experience and look forward to resolving her concerns.  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I receive the smart meter from Memphis, light, gas and water, I have been getting a extremely high utility bill and I am the only one living at my house when I complain nothing is being done about it and now I have just this month received another bill, but is Strange how the 13th 14th and the 15th I receive three different bills so Im trying to find out what do I do about it to complain and not have to pay such a high utility bill for just one person just this morning I checked on the Mlgw site to pay on my bill and it was only $222 hours later I received another statement telling me that my bill was $669 I dont understand it when I pulled my summary up it gave me three different bills for next month to $222, $432 and $669 and I have never missed a payment even when they dont send me a statement

  Business response

  09/25/2023

  Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to **************** concerns.  We have reviewed **************** concerns regarding her utility billing and below are the results of our investigation:

  1) Billing has changed since installation of smart meters:  ************ moved into this address in October 2018.  At the time of her move-in the smart meters were already installed at the premise.  We did notice an increase in usage for her electric and water services from 2020 to 2021.  The usage for the periods of 2021, 2022, 2023 were in line with previous year's consumption.  MLGW is not privy to the individual usage in our customer's homes, but customers with smart meters are able to view their consumption online.  Additionally, the customers can compare the readings on their bill to what their meters are physically reading to ensure accuracy.  We also offer free in-home energy audits where our certified technicians can audit the home to determine what is attributing to their utility costs.  This audit can be requested at ***********************************************************************;

  2) Multiple bills:  MLGW is currently releasing utility bills to customers who may not have received a bill in months. Affected customers will
  receive a separate bill for each month of service. This means that some customers will receive multiple bills in a
  short period of time until they receive the bill for the most current meter reading date. Each bill will contain any
  previous months unpaid balance as well as any payments received.  Our records reflect that the customer's account was impacted by the delayed billing and it began in December of 2022.  The most recent bill that produced on 9/1/23 is a current bill for the period of 8/2/23-8/31/23 had an amount due of $804.  This amount does not include the payments she made on the following dates: $100.00- 9/01/23, $160.00- 9/12/23
  $300.00-9/18/23 and $200.00-9/20/23 leaving her with an ending balance of $144.00.  The next bill is expected to produce on 10/2/23 which is the customer's normal billing period.  Attached is a frequently asked questions brochure explaining the delayed billing process.

  We apologize for the inconvenience caused as a result of the delayed billing and are happy to assist ************ with understanding her account if she still has questions.  We will have our downtown **************** open for questions on Saturday, September 30, 2023 from 8Am-12PM and she can make an appointment at ***************************************************************************; We thank ************ for her patience and look forward to providing ************ with exceptional service in her future endeavors.

*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. ↩