ComplaintsforMemphis Light, Gas & Water Division
Electric Companies
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Complaint Details
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Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I did not receive a utility bill from memphis light gas and water for September 2021. After contacting mlgw I was informed that they had discovered a problem with my bill for August 2021 in which I was charged for natural gas in the amount of approximately fifty six dollars. I did not notice this on my August bill and paid the full balance. After contacting mlgw, I was told that they were investigating to see what had occurred and that they would send a representative to my home to read the meter and correct accordingly. It is now the end of September. Still no bill. We were informed today that we will be billed for 2 months service when the meter is read in early October. Why am I being penalized for their mistake. We used no natural gas in August. I would appreciate some explanation. We have never had issues with mlgw and have done business with them for over 35 years. Never paid a bill late. What is going on here.Business response
11/09/2021
Business Response /* (1000, 5, 2021/10/14) */ Thank you for allowing MLGW the opportunity to respond to Mr. ******* concerns regarding his utility billing. We would like to apologize for any inconvenience incurred with the delayed September billing. On August 9, 2021 when the meter reading technician was at the premise to obtain the monthly readings for August the technician recorded a reading of 1160 for the gas which resulted in a usage of 54 ccfs of gas. The following month on September 9, 2021 when the meter reading technician was at the premise to obtain the monthly readings for September the technician recorded a reading of 1106 for the gas. This resulted in a negative consumption of usage and the account was sent to our billing department for further review. A technician was sent to verify which reading was correct the 1160 or 1106. The technician did confirm that the 1106 was correct and as a result an adjustment was required for the account. An adjustment was entered on the account on 9/30/21 and a credit of $35.05 was applied to the account and the billing for September was updated and released to the customer. We apologize for any inconvenience incurred by the delay in the September billing as we were working to ensure an accurate bill was produced for the customer. We thank Mr. ****** for being a Valued Customer and hope that Mr. ******* future endeavors with MLGW are more favorable.Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am not liable for this debt with Transunion and I do not have contract with this company, plus they did not provide me with the original application as I previously stated for.Business response
10/22/2021
Business Response /* (1000, 5, 2021/10/06) */ Thank you for allowing MLGW the opportunity to respond to the customer's concerns. Unfortunately the address listed in this complaint is not an address serviced by MLGW. We reached out to the customer via the email address provided for more information but did not receive a response. We searched our records and did not find any customers with that name that had a debt that was still active in our system. The customer may reach us at 901-544-6549 to discuss the debt or respond to the email sent and we would be happy to assist. Thank you.Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am not liable for this debt with MLGW and I do not have contract with this company, plus they did not provide me with the original application as I previously stated for.Business response
10/22/2021
Business Response /* (1000, 5, 2021/10/06) */ Thank you for allowing MLGW the opportunity to respond to Ms. ******'s complaint. MLGW reached out to Ms. ****** to request further information regarding her concern about a debt and did not receive a response from Ms. ******. Ms. ****** is welcome to respond to the email sent or contact our offices at 901-544-6549 and we would be happy to look into her concerns regarding thee debt listed on her credit report.Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
July 13th I contacted MLGW to setup utilities. They sent me a letter with the wrong address that I have never lived at, and they sent me a new form to fill out. They said it was my fault because of my old address was never unlinked. They then took months to send me my first bill, I got my first bill in August requesting one in July, I set up autopay and they never charged my card which they said is my fault. Attached are photos showing the messaging saying I am good to go on autopay before my bill was due. My bank states my card was never charged. Their "research" department was suppose to contact me with findings, and I had to proactively call to receive a status update from their customer service a week after they said they would contact me. They blame their customers for their shortcomings. I would like my late allowances added back, my fees refunded, and an apology. I have attempted to pay 3 bills over 9 times in 90 days. It is ridiculous how their customers always "at fault".Business response
10/14/2021
Business Response /* (1000, 5, 2021/09/28) */ Thank you for allowing MLGW the opportunity to respond to the customer's complaint. We would like to apologize for any frustrations and inconveniences incurred during this process. The customer's first utility bill was mailed out on 7/8/21, to the service address of 81 S Front Street Memphis, TN 38103. The customer was then mailed a second utility bill on 8/6/21 with no autopay in effect. Our records indicate that the auto pay was established on 8/15/21. Due to the auto pay being set up on 8/15/21 it was unable to be applied to the bill that produced on 8/6/21. The autopay would be applicable to future bills beginning with the 9/7/21 bill. At the time of the submission of this complaint the bill had not reached the due date so the payment had not been applied. The customer currently has a credit of $437.00 due to multiple payments on the account on 9/23/21. If Mr. ******** would like a refund we would be happy to reverse one of the payments or the credit can remain on the account to be applied to his next utility bill. Mr.******** may contact our offices for assistance with this request at 901-544-6549 or email us at [email protected] Please note when setting up autopay, the following disclosure does appear: Please Note: When you set up an automatic payment rule, it will take effect on your next bill. If you have a current bill that is due, even if it has a due date that is after the "Start payment on" date, you need to make that payment manually. To make a manual payment, click on My Bills from the top navigation menu. Unfortunately, MLGW is unable to refund late fees at this time as they were applied to the account in accordance with our Customer Care Policy. We apologize for any inconvenience caused by the delay in researching Mr. ********'s Issue and hope that Mr.******** finds future interactions with MLGW more favorable.Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MLGW utility bill went up over $450 while their charts show all of my costs had decreased. I can not get in touch with the company. Over 200 people on hold. Not acceptable.Business response
10/13/2021
Business Response /* (1000, 5, 2021/09/27) */ Thank you for allowing MLGW the opportunity to respond to Mr. ******'s concerns. Upon receipt of this complaint the property at ***************** was reviewed and it appears that Mr. ****** has a water leak that is contributing to his high bill. The first indication of a leak was indicated on his 7/20/21 bill. A usage of 45 ccfs of water was billed at $112.66 for the period of 6/17/21-7/19/21. We notated on the bill, "Water usage very high. Please check". On 7/21/21 we mailed out a letter that stated in part, "For many people in today's tough economy, the ability to sink or swim can mean the difference between missing or making just one house note, one telephone bill, or even one utility bill. MLGW understands the potential hardship this poses for many people in our community and we want to help as much as we can to keep you afloat. That's why we are sending a special alert to our water customers when their water consumption registers abnormally high. We noticed that your water consumption for the last billing cycle was higher than normal. Therefore, we want to suggest ways for you to determine the cause and take action that will help prevent spikes in your future water bills. Since a sudden spike in water consumption is usually caused by a leak, we advise you to inspect the water faucets inside and outside of your home and repair any leaks that you may find. Here are some tips: Check your toilet for leaks by adding a little food coloring to your tank and if, without flushing, the color appears in the bowl, you have a leak that should be repaired immediately. A leaking toilet can waste more than 60 gallons of water each day. Unexplained wet areas in the yard or underneath the house may indicate a hidden water leak and should be investigated, as should a low, constant sound of running water heard in or near the house. A dripping sink faucet may need no more than a new washer and an under the cabinet pipe leak may only require a simple patch job. If no leaks are found, observe your water meter dial. If the red test hand continues to move when everything is turned off, a leak is occurring. A plumber may be required to locate and repair the leak.". On 8/18/21 a bill produced with usage of 50 ccfs of water for $125.17 for the period of 7/19/21-8/21/21. On 8/19/21 we mailed another high usage letter for the water to the customer. On 9/17/21 a bill produced for 246 ccfs of water for $615.84 for period of 8/17/21-9/16/21. On 9/18/21 another high usage letter was mailed to Mr. ******. It appears that Mr. ****** has a property leak that has gotten significantly worse. MLGW does offer one time courtesy water leak adjustments to our customers. We do advise that the customer have the leak repaired before requesting this adjustment as it is only offered once a year and it is to the customer's advantage to have the leak repaired before requesting this adjustment. The customer may reach out to MLGW at 901-544-6549 to request the water leak adjustment or email [email protected] for assistance. We thank Mr. ****** for being a Valued Customer and hope we were able to provide a satisfactory resolution for his concerns.
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Customer Complaints Summary
119 total complaints in the last 3 years.
12 complaints closed in the last 12 months.