Complaints
This profile includes complaints for Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 179 total complaints in the last 3 years.
- 79 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:05/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
At the beginning of this month, I looked at the gas bill and it was $330 approximately. A week after this on the website the bill had went up to $450.00. I called them and they said they would have someone call me back within a week to 10 days. No one called me back. I called them back and now they say all the bills I got were estimated bills and not actual bills. On the website, it does not say this. Their new meter went in in April and they are going back to January 2022 to rebill me.
It is not justified for them to give me the wrong bill and should have been upfront about this and I feel that I should not have to pay this for their screw up. It is unacceptable to me.
Business Response
Date: 06/05/2023
We are currently working with the customer on a resolution to this complaint and awaiting additional details from our meter shop.Initial Complaint
Date:05/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company changed our meter which I was unaware of, but that is not my main issue. My main issue is that when they changed it I had no hot water. I called about the issue and they told me my pilot light was out because of the meter change. They refused to come out and light my pilot light. I am elderly and uncomfortable in this situation. When you have a concern, they are supposed to come out and fix their issues. I asked to speak to a supervisor but no one ever contacted me.Business Response
Date: 06/26/2023
We provided Mr. *** with $220.67 credit due to the out-of-pocket cost to relit water heater.Initial Complaint
Date:02/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jan 13, 2023 I called to make a payment on account **********. Afterwards, I requested an audit be performed. I was told that within 24/48 hours a manager would return my call. After waiting an additional 48 hours, I called back. On Jan 18, 2023 @ 7:33am I called an initially spoke with **********, who then connected we with the supervisor ****************). During our discussion, I asked was she(******) informing me that my request for an audit a service not provided by Spire. Twice I asked and twice she said “no”. Yet she refused to move forward with my request. I would like an audit performed on my account **********, for the period of Oct 2021 thru Feb 2023.Business Response
Date: 02/27/2023
Please see attached report.
Comments: Mr. R__ filed a complaint with the BBB stating he spoke with a representative on 1/13/2023 to make a payment on his account and requested an audit to be performed on his account. Mr. R__ stated he was told a manager would contact him within 48 hours, but he never received a call. Mr. R__ stated he called back on 1/18/2023 and he was transferred to a supervisor. Mr. R__ stated he asked if audit was performed on his account and the supervisor advised it was not. Mr. R__ is requesting audit to be performed between the dates of October 2021-February 2023.
Account Details:
- On 1/13/2023, Mr. R__ spoke with a customer service representative requesting an audit to be performed on his account. Mr. R__ asked to speak with a supervisor to have audit performed on his account. The representative advised she will enter in a ticket for supervisor to call Mr. R__ within 24-48 hours.
- On 1/18/2023, Mr. R__ spoke with a customer service representative following up on previous request for audit to be performed on his account. The representative explained his usage is in line with usage history and the reason his bills are higher is due to the rate increases. The representative went over usage and billing cost from previous year and current year. Mr. R__ requested to speak with a supervisor.
- On 1/18/2023, A supervisor spoke with Mr. R__ and tried to go over his bills in details but Mr. R__ refused due to last representative going over those details already. Mr. R__ requested an “audit” to be performed on his bills. The supervisor asked Mr. R__ to clarify what he meant by an “audit” being performed and Mr. R__ stated he wanted a detail review of billing usage and payment. The supervisor offered to send an account analysis to Mr. R__ and he declined. Mr. R__ stated he will he file a report stating the supervisor refused to audit his account.
Upon receiving the complaint, I made several attempts to contact Mr. R__ and left voicemails. After reviewing the account, the previous representative went over all the bills in questions. All his bills were reviewed by customer service and supervisor and was determined to be accurate.
The representative and supervisor explained the reason for the increase in his bill from 2021, 2022 and 2023 is due to the gas price increases and the rate increase.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Initial Complaint
Date:12/30/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed bankruptcy on 9/22/22. I submitted an excel spreadsheet to my Attorney with all my creditors line by line. Their name, address, phone number, balance and type of services provided by the creditor. There was a creditor by the name "Spire Recovery" which was a collection agency for a credit card and just "Spire" which is the gas company. I called "Spire" around 9/27/22 to get the process after bankruptcy is filed and was told they will send my info to the bankruptcy dept. I called back some weeks later to get status and was told that they checked and they were not included on the filing for 9/22/22. I called the Attorney the next day and apparently he only included "Spire Recovery" and left the gas company "Spire" out. On 12/2/22 my Attorney charged me more money to add "Spire" on which he went through the courts to do. So this week Tuesday 12/27/22 I called back for status again and was told my bill is $600 including a $150 deposit for starting over after bankruptcy. Ummm no! that's not how bankruptcy work. When you file that clears your balance. If my Attorney amended my case and added Spire in the month of December 2022 how in the **** do I owe them $600? Makes no sense. I would like this dealt with accordingly please because this makes no sense and the reps are no help. Thank youBusiness Response
Date: 01/08/2023
Spire
Community Services Department
Better Business Bureau
Received: 12/30/2022
CASD Investigator: ****** *
__________________________________________________________________________________
Customer Info: ***** ***** ********* *** ********
*** *** *** ***** ** ***********
*** *** ** *****__________________________________________________________________________________
Comments: Ms. W___ filed a complaint with the BBB stating that she filed bankruptcy on 9/22/2022 and Spire was not included in the bankruptcy as she initially thought. Ms. W__ stated on 12/2/2022 she paid her attorney to add Spire to her bankruptcy and her attorney filed an amendment to include Spire. Ms. W__ stated on 12/27/2022 she contacted us to start service and was told she owed a balance of $600. Ms. W__ is requesting this to be looked into as she should not owe a balance since this was included in her bankruptcy.
Account Details:
- On 12/6/2022, our collections department received notice that Ms. W__ filed bankruptcy. Our collections team noted the account advising if Ms. W__ calls in to start service, enter a new account for her, and do not transfer debt due to bankruptcy.
- On 12/27/2022, Ms. W__ called to start service and was advised by a representative that she owed a balance of $600 to start service. The representative entered in a ticket to our collections department regarding the balance and advise Ms. W__ to call back in 3-5 days for an update. NOTE: The account was already noted with instructions for the representative to start service without including the debt that was currently in bankruptcy. This has been submitted to Quality Assurance for additional training.
- On 12/30/2022, Ms. W__ called back to check on ticket that was submitted by previous representative. The representative advised ticket was still open and to call back in a couple days. NOTE: The representative should have looked over the account and she would have saw there was no need for the ticket the collections department made the notation on 12/6/2022. This has been submitted to Quality Assurance for additional training.
Upon receiving the complaint, a customer service representative contacted Ms. W__ to apologize for receiving incorrect information. The representative advised with a deposit of $150 we can start her account. Ms. W__ stated she will call in on 1/3/2023 to make payment and schedule an appointment to start service.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Customer Answer
Date: 03/30/2023
I filed bankruptcy 9/22/22. I added my ga ******* Spire and another medical ******* Spire Recovery. My attorney must have thought it was a duplicate and left Spire off. Spire told me this after I notified them. They did some research and said they were not included. I contacted my Attorney, paid extra money to him to add them in which he did not do until the early part of December 2022. However, we got this all settled in Jan 2023. I was told the balance at that point would be put into the bankruptcy. They opened me a new account and told me I had to pay a deposit of $150 which I paid 1/13/23. Moving forward to Feb 2023 I checked my online account and it said I had a credit of $31.02 so I called which I believe 2/15/23 to confirm. The rep told me I do not have a bill I have a credit of $31.02 because the bill due in Jan 2023 was $118.98 and they took it out the deposit which left a credit. Now, here were are in March and I call a couple days ago for my bill amount and was told I now owe $800+ how is that when I just had a credit of $31.02 in Feb 2023. The rep said they went back and added $620.17 to my brand new account that they started up after my bankruptcy which is not correct. You can not wipe out my past due balance that I filed bankruptcy on then add it back to my new account. The rep is telling all this as if this made sense to her. She also quoted me bill amounts due twice in one month for two different months. She tried to clarify with the ** office and her supervisor told her no she could not do that. I called back the next day who understood and seen everything wrong and was supposed to reach back out to me on 3/22/23 but I have heard nothing her name was ****** at ************. I would like this cleared up. The only bill I owe is the $222.04 due 3/13/23.Business Response
Date: 07/24/2023
Tell us why here...Spire
********* Services Department
Better Business Bureau
Received: 12/30/2022
CASD Investigator: **************
__________________________________________________________________________________
Customer Info:R____ ****_ Complaint ID: ********
9__ E__ L__ Rate:GH Residential
S__ L__ M_ 6____
__________________________________________________________________________________
Comments: Ms. **** filed a complaint with the BBB stating that she filed bankruptcy on 9/22/2022 and Spire was not included in the bankruptcy as she initially thought. Ms. *** stated on 12/2/2022 she paid her attorney to add Spire to her bankruptcy and her attorney filed an amendment to include Spire. Ms. *** stated on 12/27/2022 she contacted us to start service and was told she owed a balance of $600. Ms. *** is requesting this to be investigated as she should not owe a balance since this was included in her bankruptcy.
Account Details:
On 12/6/2022, our collections department received notice that Ms. *** filed bankruptcy. Our collections team noted the account advising if Ms. *** calls in to start service, enter a new account for her, and do not transfer debt due to bankruptcy.
On 12/27/2022, Ms. *** called to start service and was advised by a representative that she owed a balance of $600 to start service. The representative entered in a ticket to our collections department regarding the balance and advise Ms. *** to call back in 3-5 days for an update. NOTE: The account was already noted with instructions for the representative to start service without including the debt that was currently in bankruptcy. This has been submitted to ***************** for additional training.
On 12/30/2022, Ms. *** called back to check on ticket that was submitted by previous representative. The representative advised ticket was still open and to call back in a couple days. NOTE: The representative should have looked over the account and she would have saw there was no need for the ticket the collections department made the notation on 12/6/2022. This has been submitted to ***************** for additional training.
Upon receiving the complaint, a customer service representative contacted Ms. *** to apologize for receiving incorrect information. The representative advised with a deposit of $150 we can start her account. Ms. *** stated she will call in on 1/3/2023 to make payment and schedule an appointment to start service.
UPDATE: A billing representative called Ms. **** and advised her that her attorney included Spire under her bankruptcy for 9/22/2022. She advised the customer she is responsible for any bills after 9/22/2022. Ms. **** stated she was told by her attorney that the bankruptcy date for Spire included bills until 12/6/2022. The representative referred her back to her attorney as this is not the information Spire received with the bankruptcy documents.
UPDATE: Ms. **** one of our bankruptcy reps explained to customer that the discrepancy with the date her attorney filed the documents will need to be discussed with her attorney. After,representative thoroughly went over this with the customer she understood. The billing team approved of 12 month payment arrangement due to the confusion of her balance and dates she receivedCustomer Answer
Date: 07/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:12/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
About 2 months ago, I called Spire requesting to have gas service tuned in at a property I recently purchased ********************************************************. Ive been getting the runaround ever since. I was told service cant be set up until sales calls me. Sales has NEVER called me. In November a service manager called and explained the lines has to be installed from the street as the meters are on the outside of the homes now in this city. Ive been calling and calling to get en eta or update on the lines install and finally was told the lines are in. My next step was to request a meter and appliance connection in the house. Still no call email text updates from spire sales or service all this is me calling in.Around Dec 20 I called to request the meter etc. it took me 3 calls to explain exactly WHAT I needed. I requested sales and was told again by customer service they dont have a phone number nor can they transfer my call. My appointment was 12/28- I left specific instructions for the techs to access the house and called back to verify the instructions were properly noted.12/29 I called SPIRE Again to check on the service and was told by he customer rep the technician could not access the house and NO work was done. No one from Spire has ever called text or emailed me regarding their lack of access to this house.2 months and NO service also no help no contact from sales or a manager etc. this is ridiculousBusiness Response
Date: 12/30/2022
To Whom It ****************************************************** Spire technicians have scheduled a tentative start service/meter upgrade order for 01/04/23.
Thank you!
*************************
Customer Answer
Date: 12/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me provided the work continues to completion.
Sincerely,
***************************Initial Complaint
Date:12/22/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My current Spire bill states that I used 134 CCF's of gas from 11/11/22 to 12/12/22. During the same period last year (which is shown on the bill) I used 67 CCF's of gas. I was notified by mail that a price increase was coming for the cost of the natural gas this winter (perfect timing) but there's no way that I used twice as much natural gas as I used last year during the same time frame. It was slightly cooler this fall as it was last fall (I looked at the temps per day for last fall compaired to this year) but there's no way I used twice the amount af gas. Thermostat is set the same every year. Filters changed monthly. Humidifier working normally.Business Response
Date: 01/08/2023
Spire
Community Services Department
Better Business Bureau
CASD Investigator: **************
Customer Info: Account ID: Complaint ID: ********
Mr. K____S______ Rate: GH Residential
1____ E 7__ S___
R________ M__6_______
Comments:
Mr. S_____ filed a complaint with the BBB stating his bill from 11/11/22 to 12/12/22 was for x134 CCF's of gas, but during the same period last year he only used x67 CCF's of gas. He states he received a letter advising of the price increase for the cost of the natural gas but believes he could not have used twice as much natural gas as he used last year. He states that it was slightly cooler this fall than the previous (he checked the temps each day for last fall compared to this year).He states his thermostat is set the same every year and he changes the filters monthly. His humidifier is also working normal.
On 12/24/22, I attempted to contact Mr. ******* and left a voicemail advising we received and are investigating his complaint. I requested he call back to schedule an appointment to check the meter. He returned my call, and I advised the usage in question came from the previous meter, which was removed, so I would check if that meter had been tested. Mr. ******************* stated that when the meter was changed on 12/20/22, the pipe coming from the ground was very loose, but the technician stated that was normal. He also confirmed there was no gas odor, but he wanted the pipe checked. I scheduled an appointment to have the pipe investigated for 12/29/22.
Account Details:
On 10/13/2022, a bill was rendered in the amount of $35.51 for x11 CCFs.
On 11/01/2022, a payment was made in the amount of $35.51.
On 11/10/2022, a bill was rendered in the amount of $61.98 for x33 CCFs.
On 11/28/2022, a payment was made in the amount of $61.98.
On 12/12/2022, a bill was rendered in the amount of $190.78 for x134 CCFs.
On 12/20/2022, Mr. ******** called to report a noisy meter making hissing and whistling sounds and was advised a technician would be there shortly.
On 12/20/2022, a technician arrived at the residence to check the noisy meter and determined the meter needed to be changed. He changed the meter and completed all necessary safety checks.
On 12/22/2022, Mr. ******** called regarding his recent bill, stating the CCFs doubled from the same period last year and was advised the usage was similar for both years. Mr. ********* stated he used x67 CCFs last year versus x134 CCFs this year even though nothing changed with his appliances. The representative advised it has been colder this year than the previous and stated the billing was correct. Mr. ******** requested a detailed explanation on the usage increase and the representative reiterated the bill was correct. Mr. ********_ disconnected the call.
NOTE: The representative was looking at the wrong bill. She was looking at the January 2022 bill instead of December 2021 bill for the comparison. The representative should have submitted a request to the back office to provide an account analysis. This has been submitted to ***************** for additional training.
On 12/29/2022, a technician visited the residence and found no issues. He explained why the pipe was loose to Mr. **** assured him there were no issues.
I requested the billing department review the account and they determined there were not issues with the billing, regarding the x134 CCFs billed from 11/10/22 to 12/12/222 as it was colder in 2022 than 2021. In addition, the rate changes in 2022 would increase the actual bill amount. It was notated that the heating degree days were higher for this year than the previous year, which matches with the CCFs that were used. The readings showed no discrepancies, and he was billed for actual usage,so the final determination was that no rebill would be done. It was also explained that the usage in November 2022 compared to previous years is not significantly different as in November 2021, he used 67 CCFs, November 2020, he used 85 CCFs, and November 2019, he used 115 CCFs. It was also explained the usage in December 2022 compared to previous years is not different as in December 2021, he used 142 CCFs, December 2020, he used 164 CCFs and December 2019, he used 148 CCFs.
I contacted Mr. ********_ and left a voicemail explaining the billing department determined there were no issues with the December 2022 bill as it was colder this year than in 2021, the readings showed no discrepancies,and he was billed for actual usage.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATIONCustomer Answer
Date: 01/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is NOT satisfactory to me but I feel that Spire is unyielding in their decision and already have my payment that I sent on time in order to keep my credit score of 800.
Sincerely,
*******************Initial Complaint
Date:12/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Spire has applied some my electronic payments to a different account. They move the money back however they have not corrected the problem. Spire has denied any responsibility for applying the payment from my financial institution to a totally different account. I want to correct the IT issue and get assurance that my information has not been compromised.
Spire said verbally that they conducted an investigation but would not provide any documentation validating the proper transference of funds. They told me I have no choice but to take their word that the problem is with my financial institution. While my financial institution provided documentation of the ID and electronic payment delivery.Business Response
Date: 12/27/2022
Spire
Community Services Department
Better Business Bureau
CASD Investigator: ** *******
Customer Info: Account ID: Complaint ID: ********
Ms* ***** ***** ** ***********
***** **** **
****** ** *_____
Comments:
Ms.
J____ filed a complaint with the BBB stating we applied some of her electronic
payments to a different account and wed move the money as requested but have
not resolved the problem. She states we are denying any responsibility for
applying the payment to a different account and will not provide documentation
validating the proper transference of funds. She states we have advised the
problem is with her financial institution, but they have provided her
documentation of the ID and electronic payment delivery. She is requesting the
IT issue be corrected and assurance that her information has not been
compromised.
Account Details:
On 10/25/22, Ms. J spoke with a customer service representative regarding four missing payments on her account and advised her payments are made through bill pay. The representative found that the payments were posted to account #****** submitted a request to the cashiering department to transfer the four payments from account #*** to account #***
On 11/02/22, a cashiering representative reviewed the account and reached out to our payment processor. She was advised that Ms. J may have provided an incorrect account number to her banking institution and needs to verify that the account number is correct with them.
NOTE: The representative did not transfer the requested payments from account #***** account #***. This has been submitted to quality assurance for additional training.
On 11/07/22, Ms. J spoke with a customer service representative regarding the misapplied payments and requested to speak with a supervisor. A request for a supervisor call back was submitted.
On 11/08/22, Ms. J spoke with a customer service representative regarding the misapplied payments and requested the phone number for our payment processor. The representative advised that we contacted the third party and were advised she needed to verify that her banking institution had the correct account number when sending checks through bill pay. Ms. J requested to speak with a supervisor and was transferred. The supervisor reiterated that she needed to verify the Spire account number she had on file with her bank and submitted a second request to have the four misapplied payments moved to the correct account.
On 11/23/22, a cashier representative transferred four payments for $22.22, $46.83, $72.33, and $98.46 from account #*** to account #***, as requested.
I
attempted to contact Ms. J and left a voicemail requesting she contact me
back. I explained that the account number her banking institution is listing
when sending the checks through bill pay may be incorrect as we are only
responsible for posting the payment to the account number listed on the check.
I requested that she send me a copy of the check sent through bill pay and
provided my direct email address so I can confirm if that is the issue and if
it is not, move forward with the next steps. I am waiting for her to return my
call or send an email.Customer Answer
Date: 01/06/2023
The company claimed there was no response, however I sent them an email per their request. In the email I clarified my concern and the resolution sought. Please re-open this case. The company has not responded to me.
From: *****************
Date: December 29, 2022 at 5:32:08 PM CST
To: ******************************
Subject: Fw: Letter of Intent ******* ****** *****
Dear ****** *******,
In response to your voicemail on December 27, 2022 regarding the issue with misappropriated payments for account number ********** I have forwarded a letter from the online bill payment center at my financial institution. I have also attached screen shots of payments that were made over the last few months.
I would like to clarify my concern and my request. My financial institution has only one account number for Spire in the bill pay system. There has been no change to the account number since the Bill Payments were set up. Around February, 2022, the payments for account number ********** were applied to a different account number.
My "Ask" is that Spire provide me documentation of the payment account submitted from my financial institution. This will confirm that my financial institution changed the account number to which the payments should be applied.
Thank you for calling me. Please reach out to me as you follow up on this concern.
A prison perspective will always cause you to doubt your destiny.
-****** *******----- Forwarded Message -----
From: Bill Pay Support <*********************************>
> To: '****************** *******************
> Sent: Thursday, December 29, 2022 at 04:51:54 PM CST
> Subject: Letter of Intent ******* ****** *****
>
> To whom it may concern:
>
> Enclosed is your letter of intent. If you are unable to resolve your payment concern with this documentation, please contact us back at the toll-free number listed within your bill pay site.
>
> Bill Pay Support
>
> ******* ****** *****Business Response
Date: 02/03/2023
Spire
Community Services Department
Better Business Bureau
CASD Investigator: ** *******
Customer Info: Account ID: Complaint ID: ********
*** ***** ***** ** ***********
***** **** **
****** ** ******
Comments:
Ms.
J____ filed a complaint with the BBB stating we applied some of her electronic
payments to a different account and wed move the money as requested but have
not resolved the problem. She states we are denying any responsibility for
applying the payment to a different account and will not provide documentation
validating the proper transference of funds. She states we have advised the
problem is with her financial institution, but they have provided her
documentation of the ID and electronic payment delivery. She is requesting the
IT issue be corrected and assurance that her information has not been
compromised.
Account Details:
On 10/25/22, Ms. Jspoke with a customer service representative regarding four missing payments on her account and advised her payments are made through bill pay. The representative found that the payments were posted to account ****and submitted a request to the cashiering department to transfer the four payments from account *****o account #***
On 11/02/22, a cashiering representative reviewed the account and reached out to our payment processor. She was advised that Ms. Jmay have provided an incorrect account number to her banking institution and needs to verify that the account number is correct with them.
NOTE: The representative did not transfer the requested payments from account #***** account #***. This has been submitted to quality assurance for additional training.
On 11/07/22, Ms. Jspoke with a customer service representative regarding the misapplied payments and requested to speak with a supervisor. A request for a supervisor call back was submitted.
On 11/08/22, Ms. Jspoke with a customer service representative regarding the misapplied payments and requested the phone number for our payment processor. The representative advised that we contacted the third party and were advised she needed to verify that her banking institution had the correct account number when sending checks through bill pay. Ms. Jrequested to speak with a supervisor and was transferred. The supervisor reiterated that she needed to verify the Spire account number she had on file with her bank and submitted a second request to have the four misapplied payments moved to the correct account.
On 11/23/22, a cashier representative transferred four payments for $22.22, $46.83, $72.33, and $98.46 from account #***** account #***, as requested.
I
attempted to contact Ms. J and left a voicemail requesting she contact me
back. I explained that the account number her banking institution is listing
when sending the checks through bill pay may be incorrect as we are only
responsible for posting the payment to the account number listed on the check.
I requested that she send me a copy of the check sent through bill pay and
provided my direct email address so I can confirm if that is the issue and if
it is not, move forward with the next steps. I am waiting for her to return my
call or send an email.
UPDATE:
Ms.
J submitted an additional response with her
email of the requested information. Upon review, I found that my email address
was not typed correctly. I sent Ms. J an email thanking her for the
banking statement and advising we need a copy of the exact check her banks
sends us for bill pay to pinpoint her issue and reach a resolution.
We
have received only one payment through bill pay, dated 07/08/21, which was
posted correctly to account #*** . The payments
made from August 2021 to January 2022 on account #*** were made with cash and posted correctly. The
payments made from February 2022 to May 2022 on account #*** were made through MyAccount with a ********** and posted correctly. The payment made on 10/25/22 on account #********** was
made through MyAccount with a checking account and posted incorrectly.
NOTE: This payment has been corrected to show on
account #*** .
On account #*** , the payments made from January 2022
to May 2022 were made through MyAccount with a checking account and posted
correctly. The payments made on 06/09/22, 06/30/22, 08/10/22, and 08/26/22 on
account #********** were made through MyAccount with a ********** and posted
incorrectly.
NOTE: These payments have been corrected to show on
account #*** .
I contacted Ms. J and advised her of my findings. She stated she
does not have a card with her banking account so it was not possible and
reiterated that her banking institution has only ever had account #*** on file. Upon further review, she found that
the bank is making the payments with a single-use, pre-paid card. I advised I
would reach out to the third-party that processes the payments to verify the
account number listed and Ms. J stated she would hold a three-way call with
her bank and I the following day. Ms. J contacted me with a
representative from her banking institution and they advised the two June
payments were sent without an account number and the following payments were
made with account #*** attached. Ms. J was adamant our third-party vendor was
changing the account number on the payments and I advised I would contact them
and follow up. I spoke with our third-party vendor and was advised that they
are unable to check if a customer has other account numbers than what is
attached to a payment as they do not have the access. They also stated that if
a payment is sent without an attached account number, it is placed in the Spire
suspense account or is returned to the banking institution and they have no way
to check what account number was listed with the payment as it came through as
a card payment, but if it was placed on account #*** without
entering the suspense account, account #*** was attached to it.
I contacted Ms. J to follow up and reiterated that the
third-party does not have access to check if she has other account numbers with
us and that they cannot view the account number sent from her banking
institution due to the payment method. I advised that since the payment was
posted to account #*** with no issues, so that account number had to
be attached to the payment. I recommended she completely delete her bill pay
information with her banking institution and re-enter it to ensure their system
fully updates. Ms. J requested that I wait to submit her complaint
until she had an opportunity to make a payment with the new bill pay so we could
verify that it posted correctly and she could investigate further with the bank
as she feared that in a few months the same situation may occur; I advised I
would. Ms. J contacted me to advise she submitted a payment
for $9.99 on 01/27/23 and we should receive it by 02/02/23. On 02/02/23, I
verified we received the payment and it posted correctly to account #*** . Ms. J contacted me with the bank, and we found that
with the previous bill pay, the bank was using a different third party than
with the current bill pay and we inquired about the determining factors for
this switch and how the bank would ensure this would not happen again to
prevent future issues. The bank was unable to answer our concerns and advised
we would be contacted by their third-party bill pay. As of now, Ms. J bill pay is posting correctly to account #*** .Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They shut off my gas without even contacting me. My bill is not due, I recieved my first bill, it is in my name and for the correct amount of time and then suddenly my heat shuts off. I found on my door a "sorry we missed you, there is no user on account" paper. I was home (I was sleeping because of working overnight, it is possible they knocked). But there was no other form of contact that was made, no call or email. I signed into my online account and my name is on there and the bill and when I called their emergency line they said the service was still open and running. It's scummy to turn off someone's heat right when there is going to be a frigid night when the bill isn't due for another two weeks. And the online account AND bill have my name on them.Business Response
Date: 12/01/2022
Spire
Community Services Department
Better Business Bureau
CASD Investigator: *** * *******
Customer Info: Account ID: Complaint ID: ********
*** ***** ***** ** ***********
**** *****
****** ** ******
Comments:
Ms. A____ filed a complaint with the BBB stating Spire
shut off her gas without even contacting her. Her bill is not due. She received
her first bill, it was in her name and for the correct amount, but her gas was
shut off. She found a tag on the door a "sorry we missed you, there is no
user on account". She states she was home sleeping at that time because she
works overnight, it is possible they knocked, but there was no other form of
contact that was made, no call or email. She signed into her online account and
her name was on there and the bill was showing. Ms. A____ called the emergency
line and was advised that the service was still open and running. She states
that it is scummy to turn off someone's heat right when there is going to be a
frigid night and the bill isn't due for another two weeks. And the online
account AND bill has her name on them.
Account Details:
On 08/22/22, a technician was at **** ***** ** ***** *****. The technician noted that the owner lives next door and advised him that she would call customer service to have service placed in her name until a tenant moves in.
On 10/06/22, Ms. A____ called to start service. She stated she was moving to **** ******. The representative checked google map and found **** ******* in J___MO. Ms. A____ confirmed that was the address. She stated that the landlord had an account at the address in the past. Service was on and started for Ms. A____ at **** H____ ** J____ MO.The representative again confirmed the address and Ms. A____ confirmed. Ms. A____ advised that the stove was not plugged in, she was advised by her landlord that the gas company would check the stove when they came out. The representative advised that the landlord would have to check the appliances since the gas was on.
On 10/11/22, service was started for Ms. A____ **** H____ **.
On 11/15/22, gas service was shut off at **** H____ ** M_____ H_____. Gas was being used, and no user was listed on the account.
On 11/16/22, Ms. A____ called and stated that her gas was shut off and she was not sure why. She stated that she had a meter number and she wanted to make sure it was the correct meter number for the address she started service at. The representative gave her the meter number for the account she started service at. The representative reviewed the account and found that the wrong. He looked up the account for the mobile home and called off the meter number, Ms. A____ confirmed that was the meter number for her location.The representative corrected the account from **** H____ **, to **** H____ ** M____ H_____. He scheduled for the service to be turned on 11/17/22 and put in a request to have the billing corrected for the time she was there, and the gas was on. He explained that anything that she paid would be credited to the corrected bill. Ms. A____ advised she worked on 11/17/22 to noon, so she chose noon to end of day.
On 11/17/22, gas service was restored for Ms. A____.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATIONInitial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contacted by Spire about a meter exchange. Was told exchange would take a couple of hours and that they would be by Monday morning. Spire guy knocks on door at 8:30 am on Monday and states that the exchange will take a couple of hours. At 1:30 PM they are still actively working in the holes that they dug up in the yard, fishing cables around, and jack hammering starts around 2 pm. Entire house is shaking. Guys knock on the door and 3 of them come inside to look at the furnace because the pressure dropped inside the house. They start blaming the appliances and I told them that everything was working prior to their meter exchange and jack hammering that shook the house. They said that a service tech would need to come out since they just knew how to do the meter exchange. They left for a while and then came back around 4 pm to say that a service tech would be by in a couple of hours. Service tech arrives around 6:30 pm and doesn't know why he has been called to this address. I told him that the meter exchange was done today and now there's an issue. After about 25 mins, the service tech found a leak where there is a loose pipe - service tech leaves and says that he can't fix it - we have to call somebody else. So WHY DURING THE COLDEST TIME OF THE YEAR DOES SPIRE DECIDE TO DO A METER EXCHANGE, JACK HAMMER IN OUR YARD, CAUSE THE PIPE TO LOOSEN, AND THEN BLAME OUR HOUSE INSTEAD OF THEIR JACK HAMMERING IN THE YARD? Seriously - this is ridiculous. We have lived in this house for 21 years and the day that Spire comes in, does this extensive work, loosens a pipe, and then leaves us to have to spend time and money to get a repair done, think that this is appropriate service? I will say that the technicians themselves were polite and professional, but the bottom line is that they broke something and then did not fix it themselves. Called them at 9 pm and they said that they would send somebody out within the hour to turn the gas to the house back on. We'll see.Business Response
Date: 11/28/2022
Spire
Community Services Department
Better Business Bureau
CASD Investigator: ** *******
******** ***** ******* *** ********* *** ********
Ms.
P____ Rate:
GH Residential
***** **** **
****** ** ******
Comments:
Ms. P____ filed a complaint with the BBB stating she contacted us
regarding a meter exchange and was advised it would take a couple of hours, but
at 1:30 PM the work began and at 3 PM a technician informed her they needed to
check the furnace because the pressure dropped inside the home. She states the
technician blamed the appliances and she informed them everything was
functioning properly prior to the work. She states the technician advised
another technician would visit the residence later the same day because they were
only equipped to complete the meter exchange and the second technician arrived
around 6:30 PM; he found a leak due to a loose pipe then stated he could not
fix it and she would need to contact someone else. She states they have resided
in the home for 21 years with no issues until we completed extensive work,
loosened the pipe, then leave her to have the repair completed. She states the
technicians were polite and professional but should have been able to repair
the broken pipe. She states she contacted us at 9 PM and was advised a
technician would visit within the hour to restore service.
Account Details:
On 11/14/22, a meter change was completed, but the service was left disconnected because the fuel runs would not hold pressure due to a leak. A technician later returned to the residence and found the leak at the logs, valved them off, and tagged the appliance as a hazard. The technician reconnected the service.
NOTE: The technicians could not complete the repair because the residence has copper piping which requires special equipment and technical training.
This
area is currently under maintenance that requires excavation. Door tags and
letters were left regarding the maintenance being completed. I attempted to
contact Ms. P and left a voicemail advising the technicians
were unable to fix the issue due to the copper piping which requires
specialized equipment and training. I also requested she call back to discuss
submitting any documentation she has regarding the fix to the claims department.Initial Complaint
Date:11/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 10, I called to make a payment for the bill I owed in the amount of about 280. They took the charge out of my account twice. I have tried calling about this and I can never speak to supervisor.Business Response
Date: 11/21/2022
Spire
*****************************
Better Business Bureau
CASD Investigator: **************
Customer Info: Account ID: Complaint ID: ********
D_______ ******* Rate: GH Residential
1_____ *******_ V________ D___ A____
S__ ***********__ 6_____
Comments:
Ms. *******__ filed a complaint with the BBB stating she called Spire on 10/10/22 to make a payment for approximately $280.00. The payment was paid twice. She called spire several times regarding this and has been unable to speak to a supervisor.
On 11/15/2022, I attempted to call Ms. ******** to advise I had received the complaint, but I was unable to leave a voicemail message because her voicemail was full.
On 10/07/2022, Ms. ******* called in and made a payment of $279.67 with a representative. She also advised that the balance is for a previous address and the current address. The customer understands. The mailing address was verified and confirmed.
On 10/07/2022, Ms. ******* called in to verify a payment was made $279.67. She stated her bank stated two payments were deducted but representative is only showing one payment of $279.67 posted to the account. The representative also advised that there were two payments made (one with a representative that did not go through and another payment that was paid through the *** that did go through). NOTE: The customer made the first payment by *** but thought it did not go through. She then called, spoke with a representative and made a payment with them. Both payments eventually went through. The representative advised that we only received one transaction of $279.67, but if the bank is still saying that there were two payments deducted, we can refund the extra payment to her if she provides the proof from the bank.
On 10/11/2022, Ms. ******* called for a refund of the overpayment of $279.67.
On 10/17/2022, Ms. ******* emailed that the payment for October was taken out twice for $279.67 She was told that it would be put back into her account in a few days. It's been 7 days and it's still not in the bank account.
On 10/18/2022, Ms. ******* called to find out where her refund is since it is still not back in bank account.
On 10/20/2022, Ms. ******* called to inquire about her refund. The representative advised it was mailed out to her on 10/17/22. NOTE: There is nothing noted in the system that a check was mailed to the customer on this date.
On 10/21/2022, Spire received an email from Ms. *******_ who said she was advised her overpayment of $279.00 would be put back in her account within seven days and it still is not in there. The representative advised that Ms. ******* had already been advised that her refund was mailed to her on 10/17/2022. NOTE: There is nothing noted in the system that a check was mailed to the customer on this date.
On 10/28/2022, Ms. ******* called to check on refund check and requested to speak to a supervisor to see if they can speed up the time frame for her receiving. The representative advised her to email ***************************************** to get an exact mailing time frame. While transferring to the supervisor, the call dropped.
o NOTE: There was no supervisor call back and this information was forwarded to ***************** for review.
On 10/31/2022, Ms. ******* advised she still has not received her refund check. The representative advised her that because her check was mailed out on 10/13/22, we cannot reissue another refund check until 11/13/22. It was also advised to the customer that if she does not receive the check by 11/13/22 that she should call us back. The representative advises if she gets any late fee on her next bill, we will waive those. NOTE: There is nothing noted that a check was mailed to the customer on this date.
On 11/02/2022, the monthly bill was sent out for the balance of $29.21.
On 11/07/2022, Ms. ****** called about refund and the representative advised that can take **** business days to receive the check. The customer requested a supervisor. While transferring Ms. ****** to supervisor line, the customer hung up while on hold.
On 11/07/2022, Ms. ****** emailed Spire that she had not received her refund of $279.67 since October 11, 2022. Every time she calls the customer service line, she is told different things. She is unable to speak with a supervisor. She states she paid her gas bill on 10/10/22 and when the customer service representative took my payment of $279.67 over the phone, it was taken out of her account twice. She will be contacting the Better Business Bureau and Channel 2 News because Spire refuses to give her money back. She then received a monthly bill in the mail stating that she owes Spire, but she is owed money. The representative emailed her back and advised that our records show that a check in the amount of $279.67 was mailed on 11/02/2022 to her. NOTE: The check was cancelled because the new bill generated on 11/02/2022.
On 11/09/2022, Ms. ******* is upset that she had not received her refund check since she requested on 10/11/22. The representative advised that a refund check was sent out on 11/02/2 and it would take **** business days for the
customer to receive. Ms. ****** states she is being told something different each time she calls and requested to speak to a supervisor. The customer disconnected the call while waiting for the supervisor.
o NOTE: There was no supervisor call back and this information was forwarded to ***************** for review. A check was not mailed on 11/02/2022 due to a bill generating on that day and a balance of $29.21 reflected on the account.
On 11/10/2022, a memo was sent to the Spire ******************* to determine the whereabouts of the refund check for Ms. *******. NOTE: The request was sent to the wrong department, it should have been sent to the Credit and ********************** which was forwarded on 11/14/22.
On 11/14/2022, Ms. ******* called to follow up on her refund. The representative advised that it could take up to **** business days to receive a response from Credit and Collections.
On 11/15/2022, Ms. ******* called upset because she is still waiting on her refund and has not received it. She asked to speak to a supervisor. The representative transferred the customer to a supervisor.
On 11/15/2022, I attempted to call Ms. ******* to advise we had received her complaint that she filed with the BBB, but her voicemail was full and was unable to leave a message.
On 11/15/2022, a representative attempted to call Ms. ****** regards to her refund. There was no answer, and her voicemail was full. It was noted that if the customer calls back; to advise that we can submit the refund for the full $279.67 or we can take out the monthly balance that was owed on the account for $29.21 and submit a refund for the $250.46.
On 11/16/2022, I called and spoke with Ms. *******___ regarding the complaint filed with BBB. I apologized for the inconvenience and advised her that she could use her overpayment for $279.67 or we could deduct the current bill for $29.21 and he refund would be $250.46. ************** said she would take the $250.46 to pay the current bill. The customer also confirmed the mailing address.
On 11/16/2022, a representative issued refund request for $250.46 for Ms. ****** to be mailed to service address of 1____ *******_ V_______ D__ A__ S__ *********__ 6_______.
On 11/17/2022, Ms. ******* called to confirm the refund check status. The representative explained that the refund request was initiated for $250.46. It was also advised that Ms. ******* does not receive the check within 30 days, to call back and inquire again. NOTE: We normally advise the customer to call back within 3-5 business days if he does not receive the refund check.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Customer Answer
Date: 11/21/2022
Complaint: 18402742
I am rejecting this response because: On 11/17/2022. I spoke with some one and they assured me that my check would be put in the mail not initiated. To my understanding initiated means to begin or start the process. Who ever I spoke with asked me if they could have the complaint take down? I quickly said yes because I believed that she would do what she said that she would do. This is unacceptable. This has cause me a lot stress and grief! Not to mention that I'm behind in a couple of my bills. I called again this morning and I spoke with some one and they said that the check was mailed out on 11/17/2022. If I don't received my check in the mail with in 5 to 7 business days I will be contacting both Spire and the BBB, again. Thanks.
Sincerely,
***********************Business Response
Date: 11/28/2022
Spire
*****************************
Better Business Bureau
CASD Investigator: **************
Customer Info: Account ID: Complaint ID: ********
D_______ ******* Rate: GH Residential
1_____ *******_ V________ D___ A____
S__ ***********__ 6_____
Comments:
Ms. *******__ filed a complaint with the BBB stating she called Spire on 10/10/22 to make a payment for approximately $280.00. The payment was paid twice. She called spire several times regarding this and has been unable to speak to a supervisor.
On 11/15/2022, I attempted to call Ms. ******** to advise I had received the complaint, but I was unable to leave a voicemail message because her voicemail was full.
On 10/07/2022, Ms. ******* called in and made a payment of $279.67 with a representative. She also advised that the balance is for a previous address and the current address. The customer understands. The mailing address was verified and confirmed.
On 10/07/2022, Ms. ******* called in to verify a payment was made $279.67. She stated her bank stated two payments were deducted but representative is only showing one payment of $279.67 posted to the account. The representative also advised that there were two payments made (one with a representative that did not go through and another payment that was paid through the *** that did go through). NOTE: The customer made the first payment by *** but thought it did not go through. She then called, spoke with a representative and made a payment with them. Both payments eventually went through. The representative advised that we only received one transaction of $279.67, but if the bank is still saying that there were two payments deducted, we can refund the extra payment to her if she provides the proof from the bank.
On 10/11/2022, Ms. ******* called for a refund of the overpayment of $279.67.
On 10/17/2022, Ms. ******* emailed that the payment for October was taken out twice for $279.67 She was told that it would be put back into her account in a few days. It's been 7 days and it's still not in the bank account.
On 10/18/2022, Ms. ******* called to find out where her refund is since it is still not back in bank account.
On 10/20/2022, Ms. ******* called to inquire about her refund. The representative advised it was mailed out to her on 10/17/22. NOTE: There is nothing noted in the system that a check was mailed to the customer on this date.
On 10/21/2022, Spire received an email from Ms. *******_ who said she was advised her overpayment of $279.00 would be put back in her account within seven days and it still is not in there. The representative advised that Ms. ******* had already been advised that her refund was mailed to her on 10/17/2022. NOTE: There is nothing noted in the system that a check was mailed to the customer on this date.
On 10/28/2022, Ms. ******* called to check on refund check and requested to speak to a supervisor to see if they can speed up the time frame for her receiving. The representative advised her to email ***************************************** to get an exact mailing time frame. While transferring to the supervisor, the call dropped.
o NOTE: There was no supervisor call back and this information was forwarded to ***************** for review.
On 10/31/2022, Ms. ******* advised she still has not received her refund check. The representative advised her that because her check was mailed out on 10/13/22, we cannot reissue another refund check until 11/13/22. It was also advised to the customer that if she does not receive the check by 11/13/22 that she should call us back. The representative advises if she gets any late fee on her next bill, we will waive those. NOTE: There is nothing noted that a check was mailed to the customer on this date.
On 11/02/2022, the monthly bill was sent out for the balance of $29.21.
On 11/07/2022, Ms. ****** called about refund and the representative advised that can take **** business days to receive the check. The customer requested a supervisor. While transferring Ms. ****** to supervisor line, the customer hung up while on hold.
On 11/07/2022, Ms. ****** emailed Spire that she had not received her refund of $279.67 since October 11, 2022. Every time she calls the customer service line, she is told different things. She is unable to speak with a supervisor. She states she paid her gas bill on 10/10/22 and when the customer service representative took my payment of $279.67 over the phone, it was taken out of her account twice. She will be contacting the Better Business Bureau and Channel 2 News because Spire refuses to give her money back. She then received a monthly bill in the mail stating that she owes Spire, but she is owed money. The representative emailed her back and advised that our records show that a check in the amount of $279.67 was mailed on 11/02/2022 to her. NOTE: The check was cancelled because the new bill generated on 11/02/2022.
On 11/09/2022, Ms. ******* is upset that she had not received her refund check since she requested on 10/11/22. The representative advised that a refund check was sent out on 11/02/2 and it would take **** business days for the
customer to receive. Ms. ****** states she is being told something different each time she calls and requested to speak to a supervisor. The customer disconnected the call while waiting for the supervisor.
o NOTE: There was no supervisor call back and this information was forwarded to ***************** for review. A check was not mailed on 11/02/2022 due to a bill generating on that day and a balance of $29.21 reflected on the account.
On 11/10/2022, a memo was sent to the Spire ******************* to determine the whereabouts of the refund check for Ms. *******. NOTE: The request was sent to the wrong department, it should have been sent to the Credit and ********************** which was forwarded on 11/14/22.
On 11/14/2022, Ms. ******* called to follow up on her refund. The representative advised that it could take up to **** business days to receive a response from Credit and Collections.
On 11/15/2022, Ms. ******* called upset because she is still waiting on her refund and has not received it. She asked to speak to a supervisor. The representative transferred the customer to a supervisor.
On 11/15/2022, I attempted to call Ms. ******* to advise we had received her complaint that she filed with the BBB, but her voicemail was full and was unable to leave a message.
On 11/15/2022, a representative attempted to call Ms. ****** regards to her refund. There was no answer, and her voicemail was full. It was noted that if the customer calls back; to advise that we can submit the refund for the full $279.67 or we can take out the monthly balance that was owed on the account for $29.21 and submit a refund for the $250.46.
On 11/16/2022, I called and spoke with Ms. *******___ regarding the complaint filed with BBB. I apologized for the inconvenience and advised her that she could use her overpayment for $279.67 or we could deduct the current bill for $29.21 and he refund would be $250.46. ************** said she would take the $250.46 to pay the current bill. The customer also confirmed the mailing address.
On 11/16/2022, a representative issued refund request for $250.46 for Ms. ****** to be mailed to service address of 1____ *******_ V_______ D__ A__ S__ *********__ 6_______.
On 11/17/2022, Ms. ******* called to confirm the refund check status. The representative explained that the refund request was initiated for $250.46. It was also advised that Ms. ******* does not receive the check within 30 days, to call back and inquire again. NOTE: We normally advise the customer to call back within 3-5 business days if he does not receive the refund check.
UPDATE:
Ms. ****** filed a rejection of Spires response that was submitted on 11/21/2022. The customer states she spoke to a representative on 11/17/22 and was assured that her check would be put in the mail (not initiated). Ms. ******* says this situation has caused a lot of stress on her and she also behind on some bills. She called Spire this morning and was told again that the check was mailed out on 11/17/22. The customer states if she does not get her refund check in 5-7 business days, she will be contacting Spire and the BBB again.
On 11/28/2022, I spoke with the **************** Manager who explained the refund check request was sent to our bank on 11/17/2022. The bank will then mail the check out to the customer. I was advised it can take **** business days for the check to go out (and we must also factor in the Thanksgiving holiday). The customer should receive the refund check this week. I left a voicemail message for Ms. ****** to return my call to discuss the refund process.
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION
Customer Answer
Date: 11/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I received my check in the mail on 11/25/2022 from Spire. Thank you for helping me quickly resolve this matter with Spire.
Sincerely,
***********************
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