ComplaintsforMemphis Light, Gas & Water Division

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been emailing MLGW since 07/2021 to see why did my **** jump almost $200 now it's jumped $400 more just in a month! I have NO appliances except a fridge. So today upon trying to see why am I using $30 a day in lights I noticed it's cause my Meter Serial Number keeps changing since 07/2021 when I emailed MLGW about the problem first hand and was told the price of gas has went up. Now I have been emailing about the serial number problem and no response. I cannot afford this light **** and because I'm on a prepaid account there is no government assistance. Please Help!

  Customer response

  05/04/2022

  See Attachment/File: Attachments

  Business response

  05/12/2022

  Thank you for allowing MLGW to resolve the customer's complaint. We do apologize about the inconvenience caused the delay of communication regarding their high **** concern. Upon research, the following was found:
  
  The electric meter was changed to smart meter on 7/1/2021
  The electric usage increased during the summertime from 375 kwh to 898 kwh
  The gas usages increase during the wintertime from 2 ccf to 124 ccf
  The customer lives in a ***** square foot house and the monthly **** are in line with the previous year's usages
  The monthly **** fluctuates throughout the year from $114.14 (lowest **** in May2021) to $269.13 (highest **** in Feb 2021)
  MLGW's "MyUsage" (this can be found by logging in to my account) reflects a daily usage from $3.28 on 4/24/22 to $25.15 on 4/30/22. On days that the temperature average 80 degrees or higher, the customer has higher usage.
  We have answered the customer's e-mail on 7/8/21, regarding a reconnect order after a payment was made.
  On 7/8/21, we left a voicemail in response to an e-mail received. The customer inquired about the 25% payment that was applied to her debt recovery after each payment made.
  Last e-mail was responded on 3/10/22 about daily usages.
  Appliances such as refrigerators, heating, ******* and lighting are key factors on customer's bills, and it can cause a big impact if she doesn't have energy efficiency appliances.
  
  Again, thank you for allowing us to research and resolve the customer's issue. We hope that all future encounters with MLGW exceeds the customer expectations.
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my security deposit years ago when service was started. Don't remember the exact date because I've been with them for years. They have no record of me being refunded my deposit. I was short on my **** last my by less that $10 and they cut it off. I paid it immediately! Now they are charging me a new security deposit with no proof of my security deposit being refunded. No one will return my calls or explain this to me. I paid my **** and kept my service on the entire time during Covid.

  Business response

  04/28/2022

  Thank you for allowing MLGW Division to resolve the customer's issue. The account has been researched and the following was found:
  
  1.A $200 deposit was billed to the customer in 8 installments on 1/22/15 when services were connected at ***************** RD.
  2.The $200 deposit was applied to their balance ($378.77) on 12/8/2016 after the customer requested a transfer service to ************************. A final **** was sent to the customer on 12/8/16, reflecting a deposit refund for $200.00 and a remining balance of $178.77 (Final **** $378.77 - $200 deposit = $178.77).
  3.Their credit rating status changed from B (credit risk) to A (good pay ) on January 2017, because the customer has met the ****** good pay history criteria per MLGW HR Policy.
  4.On 3/30/2020, the customer transferred services to *************, and their good pay status rolled over to the new address.
  5.On 8/30/2021, the customer was disconnected for non-payment ($415.62) and a second disconnect occurred on 3/29/22 ($205.81)
  6.Per MLGW HR Policy , a residential customer is required to pay $200.00 deposit after services has been disconnected for non-payment.
  7.The cut off notice mailed to the customer on 3/14/22 stated "If your services are disconnected , a reconnection fee will be billed after services are restored. An additional deposit may be required".
  
  
  We do apologize about any inconvenience caused due to the deposit. We hope that all future encounters exceed customer satisfaction.
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a house fire last august and my utilities were understandably turned off. All necessary repairs have been made to the house and I have been trying to restart my gas service for 3 days with over 5 hours spent on the phone trying to accomplish what should require one phone call and an afternoon of time committed. There is a severe lack of education, communication, and accessibility that is rampant throughout the company that cost their customers time and money beyond just a simple utility bill. I can give multiple examples of each of the claims that I have made. This company has a monopoly on the market as far as energy is concerned and there is no formal way to obtain compensation for time and money lost due to the inefficiency of this company. There is no way to seek an alternative for energy needs besides moving out of Shelby county. If this company is to continue to be a monopoly major changes need to be made for me to recommend anyone move to Shelby county.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/31) */ Thank you for allowing MLGW to resolve Mr.*****'s issue. The customer has been assisted and the issue has been resolved. ** apologize for the inconvenience caused by the customer service that was received, this feedback **** be sent to the proper department. ** hope that the customer future experiences are satisfactory. ** value our customers and appreciate their business with MLGW.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter from MLGW stating they were going to inspect my meters for accuracy. Also they were not going to **** me until they get it, 2 weeks ago. I received a phone call last week and they stated they wanted my DATE OF BIRTH and Social Security. There number was XXX-XXX-XXXX and I can not find that as a MLGW number at all so I refused to give out this information with all the Cyber Hacking going on. They could ring the door bell, someone is always here. I made a payment so I could stay within my budget and not get hit with a 2 month amount all at once. BELIEVE IT OR NOT MLGW DECLINED MY PAYMENT. I have been a MLGW customer since 1970. What a way to treat a customer like this. Here are the details: Payment Details Print payment details Reference ID: Status: Declined Submitted by: Customer: Creation date: 03/01/2022 09:48:33 (CST) Payment Information Account number: (Memphis Light Gas Water) Customer type: Individual Actions Reference ID Date Amount Status Method of Payment Payment:XXXXXXXXXXXX 03/01/2022 $250.00 Declined ATM/Debit **************** Payment:XXXXXXXXXXXX 01/24/2022 $241.54 External Payment

  Business response

  03/28/2022

  Business Response /* (1000, 12, 2022/03/11) */ 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. ******* due to billing issues. Ms. ******* referenced issues with billing and her identify being authenticated. Upon research, the following were found: Ms. *******'s water **** has increased from 10 ccf of water to 66 ccf of water from 1/8/22 to 2/8/22 On 2/16/22, MLGW sent a notification to the customer stating that her **** has been delayed for further investigation to ensure billing is accurate Due to the increased usages on water, MLGW sent the customer a letter on 3/9/22 notifying the customer that her water usages have been increased, to determine the cause and take action to avoid high bills. Her January billed was delayed 30 days and mailed on 3/8/22. However, this is not affecting the frame time that she has to pay the ****. MLGW called the customer on 3/1/22 around 3:45 p.m., in response to an e-mail she has sent us through our ****************@MLGW.ORG . (About the letter sent to her on 2/16/22 regarding giving us access to read her meter). However, the customer refused to verify her birthdate and last four digits of her social security number (this information is needed to ensure ** are speaking to the customer and to confirm the customer's identity) . A tech went to this premise to verify the reading for the water meter on 2/15/22. The tech did not report any issues and the reading was in line. Ms. *******'s water usages continue increasing. A licensed plumber is recommended to address the property leak. A payment for $241.54 was received and processed on 1/24/22. The customer has attempted to pay $250.00 on 3/1/22 and 3/9/22, (the card payment was declined by her bank . ** hope that in the future Ms. ******* **** have more favorable interactions with MLGW and look forward to serving her utility needs. Consumer Response /* (3000, 14, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I told MLGW I was NOT going to give my birthdate over the phone. This is correct however they could have sent ssomeone out and used the doorbell which they did not. ** do have the gentleman who came to read the meters on their normal scheduled timeframe. They have not read the gas metered in over 6 months. I don't have a camera on the water meter which is where the problem was outside my yard. Its been this way for along time and I know they should have reported it a month before running up this amount. I have the insurance company to fix the problem today. They tell me this was waters not being used by me and that MLGW could give me some off or a break on the ****. They did NOT REPORT ANYTHING ON WATER for over a year other than averaging it. THEY ARE AVERAGING THE AMOUNT and this don't work on a fixed budget. And I checked my account and tried again to pay on the 9th. MY BANK DID NOT DECLINE THIS. MLGW HAS SOME SORT OF HOLD ON THIS CAUSING ME PROBLEMS. The problem has been fixed so yes you can close this after reporting my comments to MLGW.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Call MLGW about a problem with my home back up in my toilet and tub on 1/27/22 I was to call sewer department and ask for **** ******** said someone would be out the next day, that was a no show then on Saturday show up at night and said to dark to do anything after so many tries, talking to so many people we found out the contractor they hired put in the paperwork that my home was never attached to the City sewer but that information was not directed to the home owner to make this short call a plumber had work done so we could get back into our home but for almost a year waste has being going under ground on my property and neighbors as well large holds in my yard and under sidewalk in front of my house that was noticed and complained to MLGW so many times for over a year in a hafe and still nothing MY BILL WAS BEING CHARGED AS IF WE WAS HOOKED UP TO THE CITY, and now I'm worried about the waste on our property, No One Has Reached Out Yet!

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/03/09) */ 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. ***** due her sewer issue and billing issue. Ms. ***** referenced speaking to Mr. **** ******** who is a City of Memphis employee and not an MLGW employee. I have spoken with Mr. Townsend who informed me that he spoken with Ms. ***** on 3/8/2022 and has resolved her inquiries/issues. ** hope that in the future Ms. ***** will have more favorable interactions with MLGW and look forward to serving her utility needs.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On my MLGW bill I noticed a significant increase in my gas bill. My gas was higher than my electric portion as well as my water. I also noticed my mailing address should have been the same as my service address. A error involving the service address listed as Lane instead of drive. This caused a significant effect and my daily reading of my online mgw smart meter account. I could not compare my total bill with my constituents and neighbors. MLGW has a online portal where you can compare your total electric, water or gas to the zip code in which you live in to see if your bill is higher or lower. I notified them on February the 22nd she reported 23rd I also attempted to notify them today which is March 2nd that no change has occurred using my online MLGW smart reading account. Once a representative answer the phone which took over an hour and 35 minutes she reported that the issue was resolved however could not provide me with a ticket to follow up. I am farther more concerned with our meters even if it's a smart meter not being read I was advised via phone that smart readers do not have to be read, concerning issue relates to the accuracy of my bill. Second concerning issue is if your bill displays a date and which your meter is read then that should be the issue.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/03/07) */ 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. ********* because of a bill increase. Ms. ********* referenced issues with her mailing address and MLGW's online portal. Upon research, the following were found: The average gas bill for this customer in the last six months is $39.23. Her last gas bill decreased from $77.24 to $50.98 Her gas and electric usages are in line with the consumption history in the last three years at this premise around the same time. Her water usages have increased gradually in the past two months, from $14.67 to $40.71 and her last bill was for $93.63. This is an indication of a water leak. If she sees water running from the meter, she can contact us, and we will send a tech to check for a possible leak in our side. Otherwise, she needs to contact a contractor to check for a water leak underground. The mailing address issue has been notified to Address Assignment on 3/2/22 and waiting for their response. The issue with her address listed as Drive Vs Ln, should not interfere when using the rate comparison calculator in our website. A meter reading has not physically been at her property reading her meters. However, the monthly bill is going to reflect the cumulative usages between that reading cycle. The account doesn't reflect any discrepancies regarding her smart meter readings and the meters are in working conditions. We hope that in the future Ms. ********* will have more favorable interactions with MLGW and look forward to serving her utility needs.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3rd I lost power to my home. It is currently February 10th and I have not heard from MLGW on when my power will be turned back on. They have been "assessing damage" to my property for 8 days now. They have also not mentioned how they plan on reimbursing me or any other Memphis resident. We have spent 7 nights at a hotel, and have wasted hundreds of dollars worth of food because of no power. The only thing they have put out as the late payments will not be penalized. It is ridiculous that they have not made plans to help the people of Memphis. Being that they are the only provider for electricity, they can do whatever they want and nothing will be done. They should be held accountable for the poor planning to deal with this "disaster". They say it was a historic outage due to the weather, but really it's historic their lack of leadership and willing to update our system that is the problem. They should be held accountable and help the thousands and thousands of people they screwed over. We also had to run our water so our pipes would not burst during the freezing temperatures. I know my next bill is going to the highest it has ever been and our house has been unlivable for 8 days. MLGW is a disgrace.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/02/22) */ Thank you for allowing MLGW the opportunity to respond Mr. ******'s concerns. MLGW would like to apologize for any inconveniences incurred as a result of Ice Storm Landon. MLGW works diligently to restore power to all customers in the safest and most efficient manner possible. When restoring power, our initial focus begins with critical public safety structures such as water pumping stations and hospitals, among others. MLGW makes repairs where the flow of transmission begins, at the transmission towers and substations. These repairs at the source of electricity transmission restore power to the greatest number of customers. Then ** move to localized outages that may be due to downed power lines, blown transformers, and other mechanical failures that impact homes and businesses. If trees are lying on wires or if poles are damaged, ** must trim those trees and remove debris before any repairs can be done. If there are a lot of trees on wires it may take some time to remove/trim all of the trees in order to assess the repairs needed. Often, as those lines are restored other damage may affect fewer of the customers than the initial damage causing for individual outages. MLGW works to assess different methods for sustaining power in the most cost-effective and efficient manner and strives to meet our mission "To Safely Deliver Services That Create And Sustain Superior Customer Experiences". ** regret that ** fell short of what you expect from us and hope that future experiences not only meet your expectations, but exceed them.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The city of Memphis utility company, MLGW, is willfully negligent in updating its electricity infrastructure, causing repeated power outages to tens of thousands of customers and, in the present case (Feb. 2022), over 129,000 paying customers to live without power, including heat, in the coldest months of the year for a week or more; this has happened twice this winter (December and February), as well as the previous summer and nearly every year prior to that-essentially every single time a weather event of any significance occurs. The city is heavily forested, yet virtually all electricity infrastructure is located above ground. The MLGW President has appeared on TV (most recently local Fox 13, Feb. 7) to say that transitioning to underground lines is too expensive and would not be a "cure all" for power outages. These statements are prima facie evidence that MlGW is misleading the public and willful in their negligence, as they omit the fact that, while power outages will of course always occur, underground lines WOULD stop city-wide interruptions of service that last for weeks, and WOULD limit outages to isolated incidents lasting hours or at most a day. The proof of this is fairly straightforward: every other major city in the US, which has underground infrastructure, does not suffer city-wide loss of power to tens or hundreds of thousands of residents on a regular basis, with restorations taking a week or more, every time the wind blows or a freeze comes. It is particularly suspicious to me that MLGW would claim underground lines are too expensive, yet not balk at continuously employing hundreds of electrical workers and tree trimmers in 16-hour shifts to repair damage, repeatedly replacing blown transformers (some in my neighborhood have been replaced three times this year alone), etc., which must cost many millions every year. It is obvious that a long term solution would ultimately save the city money, so I suspect there is a deeper issue. Please help.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/02/22) */ Thank you for allowing MLGW the opportunity to respond to Mr. ********'s concerns. MLGW works diligently to restore power to all customers in the safest and most efficient manner possible. When restoring power, our initial focus begins with critical public safety structures such as water pumping stations and hospitals, among others. MLGW makes repairs where the flow of transmission begins, at the transmission towers and substations. These repairs at the source of electricity transmission restore power to the greatest number of customers. Then we move to localized outages that may be due to downed power lines, blown transformers, and other mechanical failures that impact homes and businesses. If trees are lying on wires or if poles are damaged, ** must trim those trees and remove debris before any repairs can be done. If there are a lot of trees on wires it may take some time to remove/trim all of the trees in order to assess the repairs needed. Often, as those lines are restored other damage may affect fewer of the customers than the initial damage causing for individual outages. MLGW works to assess different methods for sustaining power in the most cost-effective and efficient manner and strives to meet our mission "To Safely Deliver Services That Create And Sustain Superior Customer Experiences". We regret that we fell short of what you expect from us and hope that future experiences not only meet your expectations, but exceed them.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted MLGW due to a payment arrangement that was set up on my account to be paid 01/21/2022. I called to inform them That do to unforeseen circumstances i was unable to pay. I also informed them I was still waiting utility assistance. I was told if I don't pay my bill by 01/24/2022 my lights would be disconnected. When I made the payment arrangement they told me that I was not going to be able to pay to contact me them and they would work with me but when I call they just tell me pay it get cut off. Not to mention the representatives can be very rude especially the ones at the physical location in Millington. I know it seems they say they want to help people they are understanding but all I see mlgw doing is overcharging people like me because they can and not assisting and being understanding while waiting on assistance from other programs. Another thing my bill is ridiculously high for someone who has not been there and then it jumped from 300 to 700 hundred the meter readers are not coming out and you can't tell me the electric meters is reading correctly with they had that big issue going on when Their system was down you couldn't even make a payment now my bill is almost a thousand dollars in less then a month you get behind one month and they raise you bill to be more then your rent. Also I pay another third party for trash sewer and etc so what the world is costing so much from mlgw even the gas is with a third party of my landlords choosing I asked them to place it on the back in and split my payments they didn't care to help me do that it's our people who life really matters then not to mention it's beyond cold they want to cut people off in sickly and they not making me feel any better I just need more patience as I try to get an update on the assistance for utilities

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/02/02) */ Thank you for allowing Memphis Light Gas and Water the opportunity to respond to Ms. ********'s concerns. MLGW does attempt to offer payment arrangements to its customers to assist with financial difficulties. Ms. ******** first requested to participate in a payment plan in April of 2021. As a courtesy for Ms. ******** and her financial difficulties no payment was required (typically these payment plans require 25% of the balance) to be started on our deferred billing plan (this plan rebills your balance over a 10-12 month period of time). Prior to this deferred billing plan the last payment MLGW received from Ms. ******** was in October 2020 in the amount of $789. Ms. ******** has had two dispute resolution hearings with MLGW and several complaints to BBB and other agencies regarding her services with MLGW. Review of these complaints provided no evidence that Ms. ******** had been billed in error and that the charges on her account were accurate. During the period of 2021 no payments were received from Ms. ******** and as a result her utility services were disconnected on 12/8/21. Our representatives reached out to Ms. ******** on 12/28/21 and informed her that a payment of $441 must be received in order for her to be placed on a deferred billing plan and have her services restored. At the time of the call she agreed to the options presented but ** have not received a payment. Ms. ********'s **** be subject to collection activity if no arrangements are made prior to February 14, 2022 as stated on her last inactive **** dated 1/27/22. ** look forward to the opportunity to assist Ms. ******** with reestablishing her services with MLGW. Thank you. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all i didnt move into this house until june of 2021 thats how i know they are not paying attention to complaint i was paying my **** until december i aksed for a hearing also a meter reader because the rep said the system generates a **** based on the people who stayed there prior to me my next step is to take it higher because i asked for help they claim they reached out to check on my applicaion for utility assitance that was a lie the world knows based on the news they been having technical issues when they resolved that bills went higher everywhere. They are beyond unfair. And they dont want to solve the issues they know that **** to high!!! Im disabled, battered,etc they making my life beyond complicated Business Response /* (4000, 9, 2022/02/11) */ Hello. MLGW would like to apologize for the oversight of which account Ms. ******** was referring to. Ms. ******** has had actual meter readings at 4432 Ellen which means that the usage is based on her consumption and not a prior customer. The gas usage at this premise is a little higher and ** have referred Ms. ******** to our energy audit department for an assessment of what is contributing to her high usage. There is nothing to indicate any issues with the metering equipment but Ms. ******** is welcome to request testing but she **** be responsible for the testing fees if the equipment is found to be performing to company standards. At this time Ms. ******** has received the above stated financial assistance and it has been applied to her account and she is not in danger of disconnection at this time. She should note that this assistance only applies to her electric and gas charges and not any of the other services on her **** so she **** be responsible for those charges. Ms. ******** **** also be ineligible for a future payment arrangement due to a returned check on 2/11/22. The returned check balance must be paid in order to be eligible for future payment arrangements. Again MLGW apologizes for the previous oversight. Thank you.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Misuse of government funds

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/01) */ Thank you for allowing Memphis Light, Gas, and Water the opportunity to respond to Ms. *********'s complaint regarding her billing. At the time Ms. ********* received the funds in question she was a participant in our PrePay Program. MLGW's PrePay Program allows customers with a large balance to maintain utility services by allowing them to pay back their balance with 25% of each payment they make and paying for their utilities in advance. ** hope the payment breakdown below **** help Ms. ********* to understand how her payments were applied to her account: Breakdown of Debt Recovery Her debt recovery balance was $936.20 prior to the payment of $750.42 posting. Our system automatically applied 25% of the payment $187.61 to her debt recovery balance leaving a debt of $748.59 owed. Our system does not allow for us to apply the total payment to her bad debt recovery on the prepay program as that system attempts to keep customers from having negative balances so $100 was left on her account and an additional $466.75 was adjusted off from the payment and applied to her debt recovery balance of $748.59 leaving a balance of $281.84 Customer made a total of $662.70 in payment between 12/25/21 and 1/20/22 and 25% (165.67) posted to her debt recovery balance of $281.84 leaving a balance of $116.17 in her debt recovery balance when she came off our Prepay Program on 1/20/22. If the provided explanation does not help, Ms. ********* is welcome to reach out to us and ** **** be happy to answer any additional questions she has. Thank you.

*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. ↩