ComplaintsforMemphis Light, Gas & Water Division

• Initial Complaint

  08/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A few days ago I received an email stating my bill was due August 13th for $373. I then received another bill with a due date of August 18th for $575. I called MLGW to find out what was going on and my interaction with their representative was unfavorable. He basically ended the conversation with "you're gonna receive a cut off notice and you can make payment arrangements. He offered no resolution, so I hung up. A few days later I realized they never billed me in June but the did for July and both are now due in August, 5 days apart. Upon further research I realized I received one bill for the months With readings from April-June. It's almost as if they are trying to keep people behind on their bills even further than they are now. I don't understand why I'm not getting billed correctly. Getting huge bills for several months of service at once or multiple bills that are due days apart is unacceptable and creates unnecessary stress at an already stressful time.

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/11) */ Thank you for allowing Memphis, Light Gas and Water the opportunity to respond to the customer's concerns. We had our section supervisor reach out to Ms. ****** on today and explained to her the reason why she received 2 bills due within the same month. Her bills were delayed because we had to verify her water reading in June. It was explained that sometimes when we release the bill it can fall within the next meter reading date and the customer may get two bills due close together. Our representative apologized and offered Ms. ****** the deferred billing option of paying $141.00 which is 25 % percent of her account balance by August 18, 2021 and to call back once the payment is made for the remaining balance to be set up for 10 months. The customer agreed to this arrangement. We hope that we were able to satisfactorily address Ms. ******'s concerns and look forward to providing exceptional customer service to Ms. ****** in the future. Thank you. Consumer Response /* (2000, 7, 2021/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response. They have economic loaned the situation and made it right.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I WAS TOLD I COULDNT REOPEN MY CASE ON FROM HURT TO HEAL BUT THIS IS A CASE ON BLESSED NEW LIFE BUILDERS. THEY CHARGED ME A DEPOSIT HOW IS THAT FAIR IT STATES THAT THE DEPOSIT IS FOR NEW CUSTOMERS IT STATES NOTHING ON EXSITING CUSTOMERS THEY NEED TO PROVIDE ME PROOF IF ITS FOR EXSITITNG CUSTOMERS. THEY STATED I WOULD HAVE INSTALLMENT PLANS AND HAVE YET TO SET ME UP ON THAT. MY BILL IS EXTREMLY HIGH THEY ARE BIAS. THEY ARE DEFIENTLY OVER CHARGING ME AND MY BETTER IS DEFIENTLY SERVICING SOMEONE ELSE SUITE. I TRIED TO MAKE PAYMENTS HAVING A HARD TIME SETTING UP MY ACCOUNT ONLINE I HAVE ASKED FOR HELP YET TO RECIEVCE THAT . THEY DO NOT COME READ THESE ELECTRIC METERS. THE COMMUNICATION IS HORRIBLE. THEY CUT MY LIGHTS OFF EVEN WHEN THEY SAID THEY WOULDNT AND I HAVE LOSS FOOD AND DRINKS. THEY CALLED ME WHEN THEY CUT MY LIGHTS OFF NEVER BEFORE AND IM TAX EXEMPT BUT YET STILL CHARGING TAXES. I HAVE RECIEVED 6 BILLS IN ONE MONTH DIFFENT AMOUNTS. MLGW IS CAUSING ME TO BE OVERWHELEMED.

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/06) */ Thank you for allowing Memphis Light Gas and Water to address Ms. ********** concerns. We have received a request from our Business Solutions Centers to schedule a dispute resolution and someone from our department will reach out to schedule her dispute resolution hearing. We will address the issues Ms. ******** outline in her complaint Deposit: Under Ms. ********** previous business name she was billed a deposit as a new customer in the amount of $355 in accordance with our Customer Care Policy. When her services were disconnected that deposit was applied to her charges on her December 28, 2020 bill. We restored services for her under her previous business name and she had no deposit on file. Before the deposit could be applied the account was switched to her other business name. The deposit was billed on 4/14/21 and then credited back to the account on 7/19/21. She will be reassessed the $355 deposit that was on her original account as a deposit must remain on file until the credit classifications can be met. These classifications and our policy regarding deposits can be found online at http://www.mlgw.com/images/content/files/pdf/CustomerCarePolicy.pdf Installment Plans: When the charges from the other account transferred to Ms. ********** new account she was set up on deferred billing installment plan on 4/13/21 in the amount of $62.50 although she had not paid the required minimum to have the plan set up. When the services were disconnected on 7/19/21 for non-payment the installment plan was removed and the balance billed. In order to be put back on the installment plan she would have to contact our Business Solutions Center and they would let her know her payment requirement. Typically it is 25% of the balance. High Bills: Since May 2021 the average monthly utility bill at this address is about $120. The high bills come from the $955 deposit that was billed but has been removed and no payments on the account since established. Help Setting Up My Account: We had a representative reach out to Ms. ********. Each time she received a message stating, "the person you are trying to reach is not accepting calls at this time, please try your call again later. Message 24USO1LV. We also attempted an alternate number that informed us that the person did not have a voicemail set up yet. Ms. ******** is welcome to reach out to our Business Solutions Center at 901-528-4270 for assistance in setting up her MyAccount Do Not Read Meter: Ms. ******** has an electric smart meter at her premise. As a result MLGW is not required to send someone out for monthly readings as the meter transmits readings to MLGW on a daily basis. Once Ms. ******** sets up her MyAccount she will have access to those readings as well. All of these transmitted readings were confirmed when the technician was on site to disconnect the services and obtained a reading that was in line with previous readings transmitted. Taxes: Ms. ******** has not had taxes billed to the new account. When we received the paperwork it was notated in our system and no taxes were billed for the new account. 6 Bills: Ms. ******** received 3 bills last month. These were the results of disconnections. Ms. ******** only has one metered service at her address so when that service is disconnected it will produce a final bill. On 7/19/21 her services were disconnected for non-payment and a final bill produced. The services were restored as a courtesy and disconnected again on 7/23/21, producing another final bill. Her services were again restored as a courtesy and her metering reading date of 7/27/21 occurred producing a monthly bill. We do apologize for any confusion that may have arisen as a result of the multiple bills produced during this period. We hope we were able to address each of Ms. ********** concerns in a sufficient and clear manner. If there are still concerns she may address them in her dispute resolution hearing or by reaching out to our Business Solutions Center. Thank you.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a payment arrangement set for July 27, 2021 for the amount of $ 306.00 I have called them today July 27, 2021 they tell me I must come up with an additional $ 342.00 by August 3, 2021 to avoid disconnection. This is insane and very unethical as the service advisor didn't give me the correct payment arrangement to begin with per the supervisor telling me that which isn't my fault. I'm livid as MLGW has no sympathy period. I don't get paid until August 6,2021. I am an A CREDIT RATED CUSTOMER WITH THEM. I spoke with ********** she was nice but no help. This wasn't my fault as the service advisor gave me the incorrect payment arrangement amount. As last month I paid both payment arrangements. I even cleared up the return check amount so please help me to understand why I am double paying.

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/10) */ Hello. Thank you for allowing Memphis Light Gas and Water the opportunity to address the customer's concerns. On June 16, 2021 the customer's bill printed with an account balance of $1,276.46 of which $779.02 was past due. Mr. *****'s credit status with MLGW allows for him to leave a past due balance of $399.99 without disruption of service. Subsequently on 6/29, 6/30, and 7/1 the customer made 3 payments $191.00 each for a total payment of $573, however, one of those payments was returned leaving a total payment of $382 and a past due balance of $397.02 and account balance of $894.46. When Mrs. ***** reached out to us on 7/14/21 she was quoted an amount of $305 to be paid by 7/27/2021. The customer reached back out to MLGW wanting until the 29th of July to make their payment. At that point the customer was informed that she needed $343 to avoid disruption of services. This $343 was not in addition to the $305 but a correction of the original amount of $305 that was previously quoted. When the call was escalated, due to the confusion, the customer was given an additional time period for the $343 amount to be paid. That extension was given until 8/3/21 instead of the original date of 7/27/21. We would like to apologize for the confusion that arose as a result of being quoted two different amounts. Rest assured the customer was not being asked to pay double on their utility bill but the minimum required to avoid disruption of services. We thank Mr. ***** for being a Valued Customer and hope that future encounters with MLGW are more favorable.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On today july 19th i messaged mlgw. I told them since july 16th i had a death in family and had fallen behind. I was told that 17th was already as far as they could extend me. On 19th july i read the manual it said they wont turn of power if it will harm customer life threatening. So i showed the va letter that says i have sleep apnea and need cpap machine on to sleep. Not to mention my bills have bern too much high as of late.

  Business response

  08/24/2021

  Business Response /* (1000, 7, 2021/08/06) */ Thank you for allowing Memphis Light Gas and Water to address Mr. ****'s complaint. We would like to extend our deepest sympathies to Mr. **** for the recent death in his family. Our records indicate that Mr. ***** had already been granted an extension on his due date and would need to submit more documentation to be reviewed to determine if his account could be extended past the current extension. Our records did not reflect receipt of documentation that would grant Mr. ***** another extension. MLGW does offer a life support program which works to sustain power for customers with life sustaining equipment. In order to qualify for this program Mr. ***** would need to submit an application to our offices. The application can be found online at http://www.mlgw.com/images/content/files/pdf/CustomerCarePolicy.pdf or he may contact 901-544-6549 and request an application be mailed to him. We do thank Mr. ***** for being a Valued Customer and look forward to continuing to serve his utility needs.

*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. ↩