ComplaintsforMemphis Light, Gas & Water Division

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just received my MLGW bill and it was over $200 increase. My bill the prior month when the heat was the same was $230. When I called the company to complain, they dismissed me completely and advised heat drove my pricing up. They completely ignored the fact that I advised them I did the same in July as I did in the previous month so how could bill go up? I told them I wasn't going to pay that absurd amount and was told they would shut off power. I advised I had a 2 and 7 year old and asked, "are you really going to shut off power with kids?". The rep said absolutely. This comment and their practices are despicable and they should not be in business.

  Business response

  08/02/2022

  Thank you for allowing MLGW to resolve the customer's issue. Upon research the following was found:

  It was explained to **************** on the tape conversation his increase was due to the rise in gas prices. His fuel cost adjustment was $144.59 and electric usage was $279.51.
  Also, he was informed that this information was announced on the news of the increase . See below:
  
  MLGW said customers can expect their electric bills to rise by 20 percent to 40 percent on average, depending on consumption. This could translate to bills rising by,  $30 to $60 per month.   
  The ************************** (TVA) and utility industries across the globe are experiencing fuel-market challenges in the face of high natural gas and coal prices, summer supply concerns, and an increase in electricity demand, reads a statement from MLGW. Due to increasing TVA fuel rates combined with increasing summer electricity consumption, MLGW customers will see summer electric bills increase substantially.

  We also pulled the taped conversation to confirm the customer service that was given to **************** and the Service Advisor was not rude but very informative and professional.

  We apologize about the inconvenience this has caused **************** and hope that all future experiences are nothing but superior. 

   

  Customer response

  08/02/2022

   
  Complaint: 17636805
  
  I am rejecting this response because I was unaware of the increase.  Was told it was announced on the news for which I do not watch the news and I communicated that so they did not utilize all the proper communications methods.  MLGW is the only company and during hard economic times raises the rates and we as consumers do not have options against this monopolistic company that takes advantages of its citizens.  I have meetings set with two congressmen to help address this issue.  MLGW also states to keep inside temp (and I was told this on the phone) at 78.  78 is high and is not comforting and the fact they communicate this information is sad!  They do not care about anything but money and this group must be stopped or options given to citizens.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a debt for a house that I rent and I didn't know about this debt. MLGW called me and told me I had an unpaid **** and they sent it to collector agency. I asked the MLGW employee for the collection agency's phone number and they gave me IC System. I called collection and paid my **** the same day. this was in may 2022. Yesterday I received a notification from experian saying that MLGW placed a collection on my credit report because of this debt that has been paid for over 2 months. I've been trying to call MLGW for 2 days and they say they only take emergency calls because they have a high volume of calls. I'm about to finance my home and I need my credit restored. this is my right!!!

  Business response

  07/25/2022

  Thank you for contacting MLGW Division and allowing us to respond to the customer's complaint. Upon researching the account, the following was found:

  After analyzing this customer accounts, she has two credits totaling $214.00 that has been on her accounts since 2020. The
  Bad debt will be recalled and the credits will be applied to her account. Credit Operations will recall the bad debt from the credit bureau and clear the customer's credit. We will allow the
  customer to pay the difference. The customer has been contacted and explained all of these details.

  We do apologize about the inconvenience this has caused the customer and hope that all future experiences with MLGW are nothing more than superior. 

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with MLGW and do not have a contract with Memphis Light Gas Collection. They did not provide me with the original application like I asked. Also, In accordance with the Fair Credit Reporting Act this account has violated my federally protected consumer rights to privacy and confidentiality under 15 US C ****. 15 US C **** Section 602 A states I have a right to privacy. 15 US C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions. (Memphis Light Gas Collection #*********)

  Business response

  07/22/2022

  Thank you for allowing MLGW to respond to the customer's response. Upon researching the account, the following was found:

  The customer below requested service via web request at ************************ on May 29, 2018. She provided all of her personal information as well as her personal email address.  Personal information provided matched the information already in our records as she was a prior customer.  Per notes on CIS we processed her web request for service and responded back by sending an email to the email address provided on her web request, *********************
  Below was the email sent to *************** regarding connection of service at the disputed address of **** ******* on 5.29.19 @ 5:39 pm
  
  RE: *****************---WEB SERVICE REQUEST
  
  Dear ***********************,
  
  We have received your request for utility services at *****************************; Memphis Light, Gas and Water's (MLGW) process for granting new service requires that we perform a credit assessment through the ********************** on each applicant.  Experian does not release any personal information on your credit report to MLGW; the purpose of the assessment is to determine whether a deposit is required or whether the deposit can be waived.
  
  The results of your credit assessment determined that a deposit is required. However, your order has been processed as requested.  The deposit of $200 along with a $25.21 connect fee will be billed on your first month's ****.  Your services will start on June 01, 2018 between the hours of 8:00 am and 4:00 pm.
  
  If you elect to have the deposit billed in 8 monthly installments,please contact our office at ************ or email us with your request along with the last 4-digits of your social security number for security and identification purposes.
  
  A ******************* Agreement will be mailed to you and must be completed and returned within 30 calendar days to avoid termination of services.
  
  Memphis Light, Gas and Water (MLGW) values you as a new customer and looks forward to serving you.
  
  Sincerely,
  
  VS
  Service Advisor
  Residential Resource Center
  
  Per this evidence **************** requested services at this address and is responsible for the **** that accumulated.  Also, as further evidence, **************** applied for and received government assistance for this account in October 2018 that paid toward this **** balance prior to it going to collections in March 2019. Final **** balance owed to MLGW $440.33.We hope that all future experiences with MLGW are nothing but superior. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried repeatedly to contact MLGW to disconnect my service at **** ********** Memphis, ** *****. I did reach them through "Chat", twice. I have a confirmation number for the disconnection. They are still billing me for that account.

  Business response

  07/13/2022

  Thank you for allowing MLGW to resolve the customer's issue. Per research, the following information was found: Per the Chat on 5/26/22 see below the customer ask to be disconnected on 6/27/22, however the customer stated she sold the house 5/25/***** wanted the service disconnected . The customer entered the date of 6/27/22 and the service advisor on the chat confirmed the date when he recapped the chat. The customer then chatted again on 6/27/22 and stated service should have been disconnected 5/27/22 per his conformation. The service advisor checked the chat from 5/26/22 and stated to the customer she sees where he asks for an early date and will issue a disputed final. The customer's account has been adjusted to $0 as of 7/8/2022. We apologize about the inconvenience this has caused and hope that all future experiences with MLGW are nothing but superior. 

  Customer response

  07/13/2022

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is an underground water leak in front of my house. MLGW has already determined it is THEIR responsibility to repair the leak. After numerous calls over several weeks to Memphis Light Gas and Water, crews came out to repair the leak on March 31, 2022. The water wasnt standing stagnant in my yard or in the street anymore. It seemed like it was fixed.However, within a month or so, the leak was back and has only gotten progressively worse. There is now a hole in the street where the water is constantly standing. The president of our *********************** has reported this numerous times to MLGW. It has been reported in person and most recently over the phone to their emergency department on June 27, 2022. The MLGW employees have been kind and have assured us it will be taken care of. Nevertheless, as of July 5, 2022 no repair or contact has been made.I was advised by the president of our HOA and our HOA property manager to contact the Better Business Bureau to seek help for a permanent resolution.The ********************** needs this to be addressed immediately and fixed for good before serious damage is done to personal property from this water leak.

  Business response

  07/13/2022

  Thank you for allowing MLGW to resolve the customer's complaint. The leak has been repaired, however, a gate code is needed to complete the street repairs. We apologize about the inconvenience this may have caused and hope that all future MLGW experiences are nothing but superior. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  MLGW is prohibited by law from terminating service for nonpayment in any 24 hour period where the heat index is forecasted to be 100 degrees or more. Today's forecasted heat index is 105 degrees. Despite this, our electricity was shut off this morning for nonpayment, in violation of the law. My sister - a disabled veteran with a stroke condition - is going to get killed by this kind of criminal behavior. I want our service reconnected immediately.

  Business response

  06/22/2022

  Thank you for allowing MLGW Division to resolve your issue. MLGW checks the ************************ daily to determine the forecast conditions,and then the decision is made to stop or resume disconnections based on extreme weather conditions. The forecast did not predict 100 degrees Fahrenheit for Monday, June 20, 2022.
  
  Below is MLGWs Weather-Related Moratorium policy:
  
  Weather-Related Moratoriums
  
  Policy:
  
  MLGW will suspend the disconnection of service for Residential Customer accounts for nonpayment, failure to provide proper identification or failure to meet a service agreement requirement when extreme weather conditions exist. MLGW will use the ************************ as the official source used to determine forecast conditions.
  
  Rules:
  
  1)The wind chill factor forecast does not exceed 33 degrees Fahrenheit or greater for four (4) or more hours within a 24-hour period on the day of the scheduled disconnection of service.
  
  2)The heat index forecast will be 100 degrees Fahrenheit or above at any time during a 24-hour period on the day of the scheduled disconnection of service.
  
  3)The heat index forecast will be 95 degrees Fahrenheit or above at any time in a 24-hour period on the day of the scheduled disconnection of service and the Residential Customer is 60 years of age or older, disabled or certified as dependent upon life support in their home.
  
  Exceptions:
  
  1)MLGW will proceed with disconnection of ******************* if it determines there is a potential hazardous condition associated with the service.
  
  2)MLGW may proceed with the disconnection of service during a moratorium if it determines a Customer is receiving the benefit of utility tampering or diversion.
  

  We hope your future experiences with MLGW are superior. We appreciate your business and value you as a customer. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Update my account on the portal. Got cut off for no reason. Why are we paying for this if we can't keep a Update.

  Business response

  06/30/2022

  Thank you for allowing MLGW to resolve the customers issue.Upon research the customer is not able to pay online due to the customer being on CASH only payments and is not able to pay via My Account due to that reason. The customer was cut off due to non payment on 6/2/2022 and the customer made a sufficient payment to have services restored which was completed on 6/3/2022. The following payment reminders were also sent to the customer:
  ***********:
  Text message **** due was sent 10:51:34
  Text message **** due was sent 10:45:08
  22-JUN-2022:
  Customer received Payment Reminder call
  Customer service called customer, but Voicemail box was full
  Text message cut off notice was sent at 10:38:57
  Text message cut off notice was sent at 10:39:53
  
  We do apologize about the inconvenience caused but when a customer is only eligible to pay by cash only, the online system will not take a payment. The customer does have other payment options that are available. For more information regarding payments options, please visit: https://www.mlgw.com/residential/payingyourbill_b
  
  We appreciate the opportunity to resolve the customers issue and hope that all future experiences with MLGW are beyond superior. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  MLG&W Has reported an inaccurate item to the credit bureau. I have receipts and bank statements that both verify this account being paid.This item ($116.00) was paid before this was reported and must be removed immediately. I have contacted my attorney concerning this issue and I am requiring this be corrected immediately and removed from my credit. I am also requesting that this business(MLG&W), be contacted for immediate resolution .

  Business response

  06/14/2022

  Thank you for allowing MLGW to resolve your issue. The information you have provided is not sufficient to pull up your information in our system. Can you please provide your last active address that you had with MLGW? Upon receipt of the requested information we will be able to assist you. We appreciate your assistance in resolving this matter.

  Customer response

  06/14/2022

   
  Complaint: 17423064
  
  I am rejecting this response because: The business asked for the known address. That address is **** ********************************. Memphis ** 38141
  
  Sincerely,
  
  *************************

  Business response

  06/29/2022

  Thank you for providing the requested information to resolve the customers complaint. On 9/10/2021 at 4:43 pm the customer called in to request disconnection of services for property ****************************************. At that time, the customer was advised that a final **** would be sent out and a mailing address of ********************************************************************************* was provided. A second copy of the final **** was mailed out on 9/13/2021 for $612 due on 9/29/2021 to the mailing address provided. An inactive **** letter was mailed out to the mailing address on 10/8/2021 for $316.63 due on 10/26/2021. A second inactive letter was mailed out to the mailing address on 11/8/2021 for $316.63 due on 11/29/2021. On 4/6/2022, the customer called our ******************** to confirm how the balance in collections can be paid and the customer was made aware about where the payment can be mailed to and payment options (information was sent to customers email). The customer has satisfied paying the balance off as of 6/16/2022. MLGW reports balances that are paid off to the credit bureau as satisfied once they are paid. The customer has been advised that a paid notification for his account that was in collections has been sent to the credit bureau. We appreciate the opportunity in resolving the customers issue and hope that all future experiences are satisfactory. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MLGW has been adding excess fees to my **** for years. They were charging me for trash pick up despite my being a part of a private pickup service. Now that has been corrected the sewage fees have doubled and tripled per month. Most recently a security deposit of $200 was randomly added to my **** with no notice or explanation. Mlgw has no intentions of doing the right thing or treating clients fairly. My next steps will be legal. I am at my **** end with this company.

  Business response

  05/17/2022

  Thank you for allowing MLGW to resolve ****************** issue. We do apologize about the inconvenience caused regarding her billing. The customer's account has been researched and the following was found:
  
  We have not billed solid waste fee charges to this customer since June 2021.
  Any dispute charges regarding solid waste fee needs to be handled by the City of Memphis. The customer can call at ************.
  Per service order history, the customer had issues with ********************** usages due to improper connection on Property side. As a result, her sewer charges have been impacted. The customer can contact the City of ******************** regarding sewer charges at ************.
  A $200 deposit was billed to the customer after the second disconnect for nonpayment on April 19, 2022, pe MLGW Credit Policy.
  A cut off notice was mailed to the customer prior the disconnect on March 31, 2022. Also, we notified the customer that a sufficient payment to reduce her past due balance to $199.99 must be received by April 18, 2022, to avoid disconnects. In addition, it was communicated that if services were disconnected the customer will be responsible for a reconnect fee and additional deposit may be required.
  
  We hope that all future encounters with MLGW exceeds the customer's satisfaction. We appreciate the customer and value their business.
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a water leak at my home since January. I called MLGW in January regarding this leak. I was informed my one of their representatives it was on their side and someone was going to come out to fix it. I have every month up until May regarding this leak, to see when someone was going to fix it since it was being charged to my utilities ****. No was ever sent to fix it but today, I get a door k*** sign, saying it was the homeowner responsibility. So, either no one showed ** in January and the representatives lied or repair person sent out lied. Why did it take so long to get addressed with me losing because of this company lies.

  Business response

  05/10/2022

  Thank you for allowing MLGW an opportunity to resolve the following complaint. We do apologize about the inconvenience caused about the responsibility of the water leak at the property. Upon research the following was found:
  A water leak ticket was completed on 1/27/22, MLGW technician found a leak at the meter, and it was referred to Water Distribution to for repairs.
  The customer called on 3/17/22 to check on the status of the ticket regarding the repairs on the water leak. The customer was told that a ticket was pending to make the repairs.
  On 4/28/22, the customer called us twice to check on the status of the of the ticket.
  The water leak work order was completed on 5/5/22, which included a diagnosis of MLGW technician finding a property leak and the customer was referred to a contractor.
  On 5/5/22, the customer called to check the results of the ticket that was completed same day and was advised that a water leak was on her side and was referred to a licensed plumber.
  
  If any further questions or concerns arise regarding the water leak, the customer may call ***********. Once repairs are completed, the customer may request a ********************** leak adjustment by calling our customer contact center. We hope that all future experiences with MLGW exceeds the customer's expectations.
  

*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. ↩