ComplaintsforMemphis Light, Gas & Water Division

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident occured because of fraud committed by an ex spouse, but it was MLG&W's policies that allowed the fraud to happen. During December of 2021, I moved to Memphis and got an apartment and applied for a first time account with MLG&W and of course filed single as I have been divorced from my spouse since 2003. I was later called by a representative from MLG&W saying that my utilities would be connected on the requested date, but that a spouse was listed on my account. This immediately threw up a red flag for me as this was the first and only time that I have ever applied for an MLGW account. It turns out that after I divorced my ex wife in Mississippi, she moved to Memphis and fraudently used my name and social security number to apply for an MLGW account and apparently MLGW allowed her to do this with no verification from myself. MLGW told me that I have to provide proof that we weren't married by submitting divorce papers and such. So the victim of fraud had to provide proof?! Are you kidding me?! So this company can ask for my proof of identity when I apply for an account, but they don't ask for proof when someone else uses your name and social security number to apply for an account? Just how does that work? So MLGW is saying that I have to defend myself against a fraud that they basically helped commit because of their lack of requirements? I have to take my own time to supply your company with proof for something that should have never happened and would have never happened had MLGW required proof from both parties in the first place? Nice way to avoid responsibility, MLGW! Hate to tell them this, but in these days of identity theft, if you're not part of the solution, you're part of the problem! Idiotic policies like yours are the reason that people's credit or lives are ruined by identity theft. Having said that, I still request my ex to be removed from my account, and NO, I am not doing the legwork to prove the fraud that your company helped commit

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/01/24) */ Thank you for allowing Memphis Light, Gas, and Water the opportunity to respond to the customer's concerns. MLGW takes fraud seriously and has investigated Mr. *******'s claims. There is no indication that Mr. *******'s ex-wife fraudulently used his name to obtain services. Our records indicate that Mr. ******* had services with MLGW in 2001 and according to his statement at that time he was married to his ex-wife. Due to the length of time that has occurred since Mr. ******* last had services with MLGW ** cannot confirm the paperwork as that is only kept for a certain period of time but it would appear he listed a spouse on his account. Once a spouse is listed MLGW **** keep those two people connected as spouses until documentation is provided showing the two are no longer together. It appears that neither Mr. ******* or his ex-wife supplied MLGW with any documentation to confirm the divorce and as such whenever Mrs. ******* established any type of services with MLGW Mr. ******* was automatically linked to her accounts. If Mr. ******* wishes to have his ex-wife removed then he or she **** have to provide documentation confirming the separation. MLGW has established several security protocols since 2001 to protect its customers from fraudulent activities and have attached a brochure for Mr. *******. ** thank him for being a Valued Customer and look forward to serving his utility needs. Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) MLGW claims that I, Mr. ******* had an MLGW account in 2001. This is blantly false and I challenge MLGW to provide proof of this. Show me a document with my signature where I applied for services with your company in 2001.The fact is that you can't because I never applied for such services. Once again you a void responsibility for allowing someone to apply for services using someone else's name without permission or proof of identification. The only reason my name would be on any account in 2001 would be because you allowed my ex to use my name without any proof. And that is a fact. Business Response /* (4000, 9, 2022/02/02) */ Hello. ** are sorry to hear that Mr. ******* is unhappy with the resolution provided. As stated before MLGW has no access to records from this time period to determine who requested the services and what proof was provided at the time of the request. However, Mr. ******* did confirm that he was married at the time of the service request. In order for MLGW to disassociate his spouse from his account Mr. ******* or his spouse must provide evidence of the divorce or separation. ** understand that previously rules for establishing service may have been more lax but our rules and regulations have changed in an effort to prevent identity fraud. ** are sorry for his experience and hope that future endeavors with MLGW are more favorable for Mr. *******.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Without power for 3 days. Below freezing temperatures. Sleet and snow. No estimated time still as to when power will be restored.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/18) */ Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to the customer's complaint. MLGW would like to express our sincerest apologies for any inconvenience incurred by Ms. **** as a result of these unplanned outages. We did have our Supervisor of our Quality and Reliability Department to reach out to Ms. **** who explained the work required and why it was a lengthy process. He also explained the difficulty in getting access to one of our poles that was behind a locked gate. He also explained to Ms. **** our ongoing efforts to improve reliability and provide better information regarding interruptions. We hope that in the future Ms. **** will have more favorable interactions with MLGW and look forward to serving her utility needs.

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my light bill has went up to $500 dollars for the month of November and December and no matter how much money i pay on it it goes up 4 yo 500 dollars every month i had a leak in my apartment that i have been turning in since i move in The Ashton Hills Apartments and they have yet to fix it the maintenance man will come an act like he fixes it but he don't he yd us the last time he turned the eater off but he didn't our carpets got soak we call the leasing office plenty of time and they still wouldn't send nobody to fix it my mom has section8 and we font have any income right now to be paying $1000 dollar light bill my mom ha 4 kids and because of this our apartment got really mill dewed

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2021/12/22) */ Thank you for allowing Memphis Light, Gas & Water the opportunity to respond to Ms. ******'s concerns. Our records reflect that Ms. ****** has moved out as of December 13, 2021. Our records do reflect that Ms. ****** did have increasing water usage that contributed to her higher bills. Unfortunately MLGW is not responsible for making repairs to a customer's leaks. The apartment complex in which Ms. ****** resided would be responsible for any leaks that occurred and Ms. ****** may wish to speak with them to see if they **** reimburse her for costs associated with the high usage. ** regret that she was unable to resolve her issue with the apartment complex and hope that her new location is more energy efficient. If Ms. ****** is still experiencing issues with high utility bills ** encourage her to reach out to our Energy Resource department for an energy audit. Thank you. Consumer Response /* (3000, 7, 2022/01/04) */ ***** ****** Dec 23, 2021, 8:03 AM (12 days ago) to Better Hi that's not telling me how in November I paid my **** down to $100 and the next time I checked my **** it was at $500 sum dollars for The month of November and I understand about the water but what about the rest of the **** Business Response /* (4000, 11, 2022/01/18) */ Thank you for allowing MLGW the opportunity to respond. Upon receipt of this complaint MLGW researched the customer's account and found the following information in regards to the customer's billing. On 10/6/21 a **** produced for Ms. ****** with a past due amount of $249.50 and current charges of $290.50 for a total amount due of $540. ** received a payment of $245 on 10/13/21 which reduced the balance to $295 but the customer was also assessed a reconnect fee the same day which brought the balance up to $306.44. MLGW then received a payment of $125 on 10/29/21 that was returned on 11/2/21 due to the account the check was written from was closed. That left the customer's balance at $306.44 along with her current charges of $398.07 of $693.07 and she received a $.07 credit for a **** balance of $693. ** received three payments prior to the next **** printing in the amounts of $100 (11/16), $65 (11/19) and $150 (12/2) for a total of $315 leaving the customer with a balance of $377.48 after a $.52 credit. Her current **** then printed with a balance of $570.72 (of which $180.14 was due to water and sewer) for a total account balance of $948.00. ** hope that this explanation allows Ms. ****** to better understand her **** balance. If not she is welcome to contact our offices at XXX-XXX-XXXX for a more detailed explanation. Thank you.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Mlgw about 2 weeks ago regarding my account and the discrepancies of receiving one bill for 500 something and another for 700 something 2 days apart. I was told it was an error on the behalf of Mlgw because they failed to send a month worth of bill! I informed the agent I did not have that 500 dollars and that the bill of 700 was invalid and not my fault. And it appears I was charged an additional 200 bucks for 2 days. She informed me that because of the error my Mlgw's behalf they would offer me the option to pay 183 on dec 3rd (today) and the remaining would be arranged among 10 months. I agreed to this amount and confirmed with her what was stated. She reassured it with me and everything. Today I called to keep my arrangement and was told I couldn't pay that's amount and that I needed to pay 245 today before 6pm or my services would be disconnected, today the associate was very rude and said she sees the notes but can't honor it! I spoke with management as well and they were no help and I know for a fact this is unaware and false information for me. It's put me in a bad situation, for mo reason!

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/12/17) */ Thank you for allowing Memphis Light Gas and Water the opportunity to respond to Ms. *******'s concerns. We have researched her account and found the following: On November 20, 2021 Ms. ******* contacted our offices and spoke with one of our credit counselor's regarding her billing. She was quoted to pay an amount of $182 on that day if she wished to participate in our deferred billing plan. MLGW requires our customers to pay 25% of their total account balance if they wish to participate in our deferred billing plans. At the time of the request her total account balance was $723.00 and the amount quoted to her was accurate. However, by the time Ms. ******* reached back out to us on 12/3/21 another bill had printed and caused her total account balance to increase. On 12/3/21 the customer's balance was $978 meaning that a payment of $244.50 would be required to set up a deferred billing plan. MLGW would like to apologize for any confusion regarding the deferred billing plan requirements when new bills produce. We have coached the employee to ensure that in the future customers are made aware of upcoming bill dates that may change the amount required to participate in the deferred billing plan. Ms. ******* has satisfied the requirements for the deferred billing plan and been placed on the plan. We thank Ms. ******* for being a Valued Customer and again apologize for the confusion surrounding the requirements for the plan.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MLGW Theft On or about August 2019, I activated utilities at *** S ******* I called and requested a garbage can because I did not have one. I was told that because the property is in bad condition I could not get a can. I noticed that I was being charged for trash pick up so I called back and they gave me a credit. Once the property was a little fixed up I again called and requested a can. Again, they refused to bring me a can. MLGW continued to charge me for a service that was NEVER provided. ** do paperless billing and noticed recently that they are still charging us. ** called and requested the refund for services not only that they refused to provide, but that ** HAD ALREADY CANCELLED PREVIOUSLY. They said that they would only respond 3 months which is roughly $90 but they have charged me $750 during this timeframe. I have a meeting with an attorney on December 15th but it seems so silly to have to go to such great lengths for a refund that should be easily refunded. They said it is my responsibility to notify them of incorrect charges which was already done. They started charging me again after they had already credited me and cancelled the charge. I wish to file a formal complaint against MLGW for money taken on services never provided which I already caught and cancelled once. I have emails confirming everything that I can provide. I spoke with ******* ****** and ****** *********

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/13) */ Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to Mr. *********'s complaint. Unfortunately MLGW is not the responsible party for the billing of solid waste services. This service is maintained and provided for by the City of Memphis. MLGW bills charges based on approval from the City of Memphis. ** have notified the City of Memphis of Mr. *********'s complaints, but that entity would be responsible for any changes to charges that have been billed to the customer. Mr. ******** may also contact the City of Memphis' Solid Waster Department at XXX-XXX-XXXX. We do thank Mr. ********* for being a Valued Customer and hope the issue is able to be resolved in a satisfactorily manner.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MLGW placed a 1200$ deposit on my account because I was struggling to pay my bill. I'm a women black in a struggling area during the pandemic my business open during the pandemic I hadn't made any return. Once explained and appealed & loss I'm forced to close my doors. My bill for the month is only 300$ with the deposit it's making bill go to 700$ 900$ next month. MLGW seem like the location I'm in the bills are higher. 38118 all Hispanic only black own business . MLGW is robbing me of that .

  Business response

  12/22/2021

  Business Response /* (1000, 7, 2021/11/17) */ Thank you for allowing Memphis Light Gas and Water the opportunity to respond to Ms. ********* concerns. The deposit was billed to Ms. ********* account as a result of several disconnections for non-payment. MLGW offered all of it's utility customers the opportunity to sign up for a deferred billing program during the COVID pandemic for any hardships experienced. Unfortunately, we did not receive a request from Ms. Bennett to participate in the program and she was subsequently disconnected for her failure to make sufficient payment to MLGW and a deposit was billed in accordance with our Customer Care Policy. Ms. Bennett requested a dispute resolution hearing with MLGW with regards to the deposit billed and the deposit was reviewed and determined to be in accordance with our Customer Care Policy. MLGW relies upon the readings secured from our meters to determine billing. We recommend that Ms. Bennett reach out to our Energy Department for assistance in reviewing her utility consumption and what changes can be made to make her premise more energy efficient. She may contact 901-528-4270 to request an Energy Audit. We thank her for being a Valued Customer and hope future endeavors with MLGW are more favorable.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently called mlgw for an extension as well as unlocking my account for mlgw online. I was not helped with unlocking my account. I still have no use of my account because it's locked. I've tried changing the password still want work. I can't pay my bill etc...because of this. The representative wasn't helpful he was in a rush nasty attitude and hung up on me. Basically told me he wouldn't help me. Also lied about checking to see if my account was locked basically told me to log on to an computer not everyone has access to an computer. I stayed on hold an hour and my issue didn't get resolved. 10/27/21

  Business response

  11/30/2021

  Business Response /* (1000, 7, 2021/11/12) */ Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to Ms. ********* complaint. Upon receipt of the complaint we did review the call and the following information was determined, Our service advisor made every attempt to assist the customer. He was professional and very patient with the customer. Her problem was that she couldn't log-in into her online account because it was showing locked. In our system her account was not locked, and ****** offered other alternatives to make her payment. However, she stated that she wanted to make the payment over the phone. At this point there was nothing else ****** could do to assist her as we do not take payments over the phone. The customer must use a special number to make payments over the phone. The customer got upset and frustrated at the end of the call and used profane language resulted in the call being disconnected. WE did follow up with Ms. ******* and she informed us she had been able to log in and make the payment. We apologize for any frustration Ms. ******* incurred and hope that her future interactions with MLGW are more favorable. Consumer Response /* (2000, 9, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mlgw did reach back out and I now have access to my account. However mlgw your statement isn't completely honest your rep did hang up on me and was frustrated with me which did cause frustration on my behalf considering I couldn't pay my bill at the time. I'm good now though more patience should be considered when working with paying customers. Thanks for reaching out and thanks bbb for your help.

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