Complaints

The 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:10/24/2022

  Type:Service or Repair Issues
  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.

  I requested services on SEPT 19, 2022 snd received the confirmation number RSTART202209191076 On 10/24/2022 I chatted in the MLGW SYSTEM TO CHECK THE STATUS OF MY ACCOUNT AND I WAS TOLD THERE WAS NOT ONE. She then informed me to call in. After calling into MLGW I was told I owned a 600 plus balance which I paid years ago to the collection agency where MLGW sent my bill. I was told that I COULD NOT PAY MLGW DIRECTLY. When I call the collection company they are saying they have no knowledge of me in their system at all. I need something to happen so that my services are connected as on 09/21/2022 so that I am not in breach of my lease agreement. At the very least put the balance on my bill while yall start an investigation but the fact that no one communicated with me regarding a new account over a month ago and the fact I did exactly what was told to me by MLGW is not my fault. This call can be verified by a recording of the call.

  Business Response

  Date: 11/04/2022

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to the ********************** concerns.  Upon receipt of the complaint this was forwarded to our Credit ********************* for review and the following information was determined:

  *****************************, ********* *******, ***************************** #***
  
  Connect date was 11/20/2015
  Disconnect date was 12/10/2019 (Disconnect was due to non-payment)
  
  Final and Inactive Bills attached:
  Final Bill: ****** 12/10/2019 in the amount of $784.64 due date 12/30/19
  1st Inactive Bill: ****** 12/27/2019 in the amount of $594.23 due 1/15/20 (Deposit of $200 applied and $9.59 was added for late fees reduced the final bill amount of $784.64)
  2nd Inactive Bill: ****** 1/28/2020 in the amount of $600.64 due 2/13/2020 (late fees of $6.41 were added to the 1st Inactive bill amount of $594.23)
  
  Payment has not been received for the balance owed of $600.64.
  
  The debt was reported to the ************* on 3/19/2020.
  
  ****************** called in and was informed of the debt owed on 12/19/2020, she was also given the collection agency number at that time, per notes on the account.
  
  On 9/13/22 an email denying connection of service due to the debt of $600.64 being owed was sent in response to ******************** request for service connection at another address, per notes in our system.
  
  Again on 10/24/22 she was informed of the debt owed per email in response to request for service. 

  If ******************** has made the required payment to the collection agency she can provide them with her proof and request them to update her file to show the account has been paid in full.  We do apologize but currently at this time we show that ******************** owes a balance and we are unable to establish services in her name until that debt has been paid.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  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.

  Called to setup Gas and *********** services in late May/early June, prior to moving into the home I am currently renting. I have been being charged for gas and electricity the entire time (this was confirmed by the representative I spoke with on the phone). Last night, there was a freeze warning. I made sure that the heat was on before going to bed. I woke in the middle of the night because I was so cold, despite being in sweatpants and a hoodie and being under blankets. The thermostat was set properly and the furnace was on, but with no flames. I called MLGW this morning, it took many non-stop attempts before I could even be put on hold. Eventually I got to wait on hold for well over an hour. When I finally spoke to a representative, she confirmed that I have been paying for gas the entire time, but the company had not turned my meter on, so I have no gas. I told her that I would like my money back for the services I had paid for that were never rendered and she told me that she could not do that. I explained that I should not have to pay for gas or any minimum fees if they never turned it on when they were scheduled to in June and she still said she couldn't refund my money. I told her that I wanted the meter turned on immediately and she said I would have to wait for at least a week. I explained that I should be prioritized because I have been an active customer, paying for gas that I have not received, I have young children in my home that need a warm place to sleep, and that this is entirely MLGW's fault. She again told me that I would just have to wait because it is a busy season and that there is no point where a cold temperature in a home becomes an emergency. I asked to speak to a supervisor to escalate the issue and she told me I could not wait on hold that I would have to wait for a call back and she didn't know when and that I could try calling them back in an hour. I still haven't received a call back from MLGW.

  Business Response

  Date: 11/02/2022

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to ******************** concerns.  We apologize for the inconveniences incurred.  ******************** property currently has smart meters at the premise. At some point in time the previous customer turned off their pilot without notification to MLGW and we were unaware that the pilot was not lit so when **************** requested services a remote order was issued which turned on services in our system without a technician visiting the property.  This is often done when services are already active in another customer's name to prevent the customer from having to wait for a technician to visit the property and reduce the connection fees.  There is currently an order to turn on the pilot at the property on November 3, 2022.  We had our billing department to review ******************** request to waive the minimum access charges and at this time they have stated the charges were billed in accordance with MLGW policy.  We have requested an additional review of the account to ensure everything has been done in accordance with MLGW policy.  **************** will hear from someone in MLGW if any changes are applied to his account.  Again, we offer our sincere apologies for any inconvenience **************** has incurred.

  Customer Answer

  Date: 11/02/2022

  Complaint: 18246838

  
  

  I am rejecting this response because: After speaking with customer service numerous times over the past few weeks I was told be each person that the mistake was made on MLGW's end prior to being placed back on hold. When I signed up, I was told that both of my meters would be active and unlocked prior to moving in. Each time I called in iver the last few weeks, I was told my account was active and my meter was unlocked.

  
  

  A manager on my second call, informed me that I had gas in my home and that my meter was active and unlocked. I asked if I need to have my leasing company look at the furnace because she said I had access to gas in the home and should have heat, she said yes, I should have someone come look at it.

  
  

  My leasing company sent out a third party repairman for emergency repairs, only to find a lock on my meter when I was told it was unlocked. Now I am going to be charged for wasting their time. I even asked the manager if I called out a repairman if she was positive that there was gas coming into my home and she said yes, so I scheduled it.

  
  

  When I called back into MLGW, I was told again that my meter was active and unlocked. Once I told her I had a picture of a lock on my meter that was told to me at any point while signing up or after signing up with mlgw. I was then put on hold. When she got back on the call, she stated that the meter was locked and it was "protocol "/policy for the customer to go outside and check the meter reading at some point and report to mlgw if there is a lock. 

  
  

  This has been the worst customer service I have ever dealt with. I still haven't received a call back from a manager after my last call. The first manager that called me back, hung up when I answered. **************** agents are stating obsurd policies, but will not provide the policy when asked. I have asked to file a dispute on each call and  I was told there was no dispute filed each call I asked about them. 

  
  

  I do not agree with this response because when I signed up, I specifically asked if I would have to be there in person to activate and unlock the meters in my home as I was moving from another state and needed to know if I had to drive down early just for that. I was told that I didn't have to be there and my gas and electricity would be working prior to moving in. Each time I called customer service, after reviewing the acocunt each person said that it was supposed to be unlocked back in June but a mistake was made and it wasn't. 

  
  

  I would understand if I chose not to unlock the gas line, but I specifically asked and I was told I would have gas in the home and I didn't need to be there for anything. No customer should be responsible for paying of the mistakes made by the company or their representatives. I have been charged a minimum meter fee for 5 months for a meter that has been locked when I have been told many times that was not the case. I am now being charged for a pilot light up because of the season, despite the fact that it was supposed to be unlocked in June and I have been told multiple time since that it has been. And I will now also be charged a fee from my leasing company for sending out an emergency repairman when it wasn't necessary and the manager I spoke with confirmed with me that I had gas in my home and not having heat in my home had noting to do with my gas meter. I am now being charged hundreds of dollars in total for a service I was told I have had, a meter I was told was unlocked, and all the while each customer service agent has admitted was **********************'s mistake until I asked to be refunded for services not rendered.

  
  

  I want a copy of all of my call transcripts with MLGW, any records, and any recordings related to me and/or my account. If you will not provide copies either physically or digitally, I want to know what I need to do to obtain them.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/10/2022

  MLGW would like to offer its sincere apologies for ******************** recent interactions with MLGW.  We recognize that **************** did not receive the exceptional service that MLGW strives to provide to every customer and we hope that future endeavors with **************** will be more favorable.  MLGW welcomes all feedback that will lead to us providing our customers with exceptional service.  We have credited back the minimum charges assessed to his account in the amount of $41.68.  **************** was not billed a fee for the us coming out to turn on his gas although we recognize he was advised that he would be billed one, he was in fact not charged.  ***************** team is looking into the second part of his request regarding his tapes and he will receive follow up.  Thank you.

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once my secondary request for documentation, call transcripts, call recordings, and notes on file has been completed. I sincerely appreciate MLGW taking time to correct the mistakes on their end and I hope for more successful interactions in the future as well.
  
  Sincerely,
  
  **********************;

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  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.

  I own a trailer park with mostly elderly people. A limb broke in a large tree and was on the primary line suuplying the whole park. *************** would not touch because of the electrical wire. We called MLGW at about 1:00 in the afternoon. They said someone was on the way. I called again at 5:00 because no one had shown up. About 5:30, someone showed up and cut the power to the whole park even with a freeze warning and elderly tenants. He said the tree company was on the way. 3 hours later, no one had shown up. I called AGAIN to get a rude person to tell me the report had been made. WTH is wrong with this company. We have elderly tenants with no power during a freeze warning and can't get anything done.

  Business Response

  Date: 10/31/2022

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to the ************** complaint regarding the recent outage in her area due to tree trimming.  We apologize for any inconvenience incurred by ********** and other residents in the area as a result of the outage.  Her concern was forwarded to the manager of the area for further review.  To prevent further outage issues we had a crew go out and do maintenance on trees in the area.  We hope that future endeavors will meet ************** expectations and we appreciate the feedback as we work to improve.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  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.

  These scam artisits hit me up for money every chance they get and even when I pay they STILL disconnect my lights regardless of me having a one year. I give them all my money and its still never enough, my bill gets higher and higher even on days when Im not home. I been having panic attacks, severe stress and these a******* wont even answer the phone.

  Business Response

  Date: 10/21/2022

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to ******************** concerns.  We would like to apologize for any inconvenience or hardship the customer may have experienced due to high call volume impacting the customer's ability to make contact with us in a timely manner.   Upon receipt of the complaint MLGW researched the customer's accounts and the following facts were determined:

  On August 30, 2022, a bill was mailed in the amount of $421 ($178.97 past due & $242.03 current charges) with a due date of September 16, 2022.
  
  On September 15, 17, 18. 19, & 20, 2022, the customer tried to make payment arrangements on our website; unfortunately, the payment arrangements were denied because there was no pending cut-off notice action.
  
  On September 20, 2022, a cut-off notice was mailed in the amount of $421 with a due date of September 28, 2022. The cut-off notice included a pending disconnect warning that stated. To avoid disconnection of services, a payment sufficient to reduce your Past Due Amount to $****** or less must be received by close of business October 4, 2022.
  
  On September 21, 2022, the customer went online to make a payment arrangement.  The system offered the customer the following arrangements: PA offered 2 part:106.00 10/04/2022 ****** 10/10/2022
  1 part:421.00 10/10/2022
  
  On September 21, 2022, the customer accepted: ************* accepted part: 2-421.00 10/10/2022.
  
  On September 28, 2022, customer meter was read again.
  
  On September 29, 2022, bill mailed for $601 ($420.77 past due & $180.23 current charges) with a due date of October 17, 2022 (Statement has a payment arrangement note stating that the customer agreed to make the following installment payment. $421 due by October 10, 2022).
  
  On October 3, 2022, the customer was informed by our On track program that she was not eligible due to insufficient income, per the guidelines.
  
  On October 7, 2022, customer was scheduled for payment reminder call.
  
  On October 10, 2022, customer made a payment of $200 not enough to stop her service from being interrupted  ($421 ****** = ****** min payment)
  
  On October 12, 2022, customer service was interrupted for the remaining balance of $220.77 ($221 - .23 (Share the pennies (STP) =$220.77)
  
  On October 12, 2022 customer made several calls to **********************:
  10:27 a.m. customer waited 2 minutes, 57 seconds customer hung up
  10:53 a.m. customer waited 41 minutes (recording stated wait time is approximately 7 mins) customer hung up
  11:43 a.m. customer waited 50 mins service advisor answered, service advisor repeated greeting service advisor released call due to no response
  12:36 p.m. customer hung up 5 seconds after recording started
  1:35 p.m. - customer waited 1 hour, 3 minutes, 59 seconds (recording thanked her for holding, a service advisor will be with her shortly gave information that offices are open, and appointments can be made) customer hung up
  4:31 p.m. customer waited 54 seconds and hung up
  4:32 p.m. customer waited 1 hour, 35 min 31 seconds - spoke with service advisor 6 mins, 15 seconds customer was informed to pay $25 more, and system will generate an order for service to be turned back on remotely, once payment post to account.
  
  October 12, 2022 Customer made payment; system generated order for service to be remotely turned back on at 6:27 p.m.
  
  October 12, 2022 Customer was billed a reconnect fee of $11.44.
  
  October 18, 2022 Customer made a payment of $300. She has a balance of $87.44 that will be added to her next bill dated October 27, 2022,if not paid.
  

  Memphis Light Gas & Water strives to provide exceptional service to each of its customers and regrets that ******************** expectations were not met.  We hope future endeavors with MLGW will be more satisfactory for *******************  Thank you.

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  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.

  Mlgw online portal does not let you do anything besides pay whatever balance they post you can not request a payment arrangement online as advertised. Nor can you call in and speak with a representative as advertised. If you call 655mlgw the line says call volume too high and hangs up on you. It has been this way for over 2 months. So basically if you can not afford the extremely high monthly there is no way for you to get assistance with that, especially if you are bedwritten like myself, you are basically screwed. According to my phone records I have called Mlgw a total of **************************************************************************** even get put on hold, just get hung up on automatically. How is that customer service. They do what ever they want to this city because there is no one to hold them accountable (they literally investigate themselves). They make mistakes and never have to answer to the people for them. They are literally a monopoly. They need to advertise an actual way to reach them instead of a dummy line they know does not work. There are people who can not travel to your offices in person. and you are misleading the masses telling them to reach out and submit request through Avenues that do not work.

  Business Response

  Date: 10/26/2022

  Thank you for giving Memphis Light, Gas and Water (MLGW) the opportunity to respond to the ************************ complaint.  MLGW is currently experiencing high call volume and it can impact a customer's ability to reach us.  We do apologize for those delays.  Please be assured the methods of contact provided by MLGW are valid ways to reach MLGW.  If unable to reach us via chat or phone customers may also contact us via email *************************************************************.  MLGW did attempt to reach out to ******************** to assist with her concerns, but the number provided was disconnected.  We also searched for customers by the name provided but none resided on the address provided.  The address provided was partial and did not include the apartment number.  We welcome contact from the customer either via phone, chat, email or office visit so that we can work to resolve her concerns.  Thank you.

• Initial Complaint

  Date:10/12/2022

  Type:Sales and Advertising Issues
  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.

  I cancelled services in Oct 2019. I received a check for the balance I was owed on my account in Nov/Dec 2019 in the amount of ~$5.00. MLGW submitted a report that I was delinquent to credit reporting agencies despite sending me the overage I had paid. When attempting to purchase a house 3 years later, I was notified this is on my credit report and is holding up the purchase process. I have attempted to contact MLGW via phone, email and message on their website with no response. I was able to contact the collections agency MLGW uses and verify there is no balance owed. I was also able to go into my account online and verify through screen shots that I have no balance owed on my account. This company refuses to answer their phone or respond to guest requests outside of the BBB's website so this is where I find myself looking for a solution.

  Business Response

  Date: 10/21/2022

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to ************************ concerns.  Upon receipt of the complaint MLGW researched the account and reviewed the taped conversation from the disconnect request and the following information was determined:

  During the conversation to disconnect service, ******************** was asked did he have a forwarding address.  He did not give a forwarding address.   He was advised if he had his mail forwarded via the post office, he should still receive his final bill and would not have to give a forwarding address, he decided to go with this option.  He also mentioned he had a deposit up but was informed the deposit would apply to the remaining bill, but we would not know what the bill was until after services were disconnected. The Service Advisor repeated that the final bill would go to the current address of ******************, customer agreed.
  
  Final Bill: ****** 12/15/2020 in the amount of $302 due date 1/5/2021
  Cut Off Notice: ****** on 12/23/2020 for the past due amount of $261.46, due 1/5/2021
  1st Inactive Bill: ****** 1/5/21 in the amount of $101.31 due 1/22/21 (Deposit of $200 applied and **** share the pennies amount was adjusted from the $302 balance of the final bill)
  2nd Inactive Bill: ****** 2/3/21 in the amount of $102.44 due 2/19/21 (late fees of $1.13 were added to the 1st Inactive bill amount of $101.31)
  
  Our records show no refund amount was returned to ******************* as stated in his dispute. 
  
  Payment was never received for the remaining balance of S102.44.
  
  The debt was reported to the ************* on 3/25/22, it was not sent to an outside collection agency but stayed as an inhouse collection.  We do apologize for any confusion that *** have arisen from ************************ accessing his online portal, but ******************** was informed when he contacted us that once his account was inactive, he would no longer be able to view bills through the online portal.

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  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.

  I just received a bill on due date of 10/05 for ****** and now I have received another bill for ****** due 10/24. One how do I have a utility bill due twice in one month. Another thing why is my bill constantly so high and i find it ironic before the utility assistance program my bill was reasonable now my Bill is outrageous and i call several times a day and get tossed around i have filled several complaints and I've Been ignored There as well and When i do speak TO a Representative They are Rude. i have requested a meter reader to come OUT several Times i haven't seen One yet Which is odd how are They getting Their readings and no one is Reading my Meter and i don't have A smart meter and i don't have all of my services with mlgw even doing the winter my bill was outrageous i keep saying they are estimating my bill off of my neighbors because They have a smart meter im starting To believe they are overcharging ME to abuse the utility program that's ****************** this is ridiculous how i am Being treated by overcharging me it is unfair to me to be ignored and continuously receive inaccurate utility bills i am hardly home and when i am i been in my room I don't have the lights on i don't use my unit because i use my ceiling fan they have to provide me an accurate bill or give me an explanation and they don't respond to my emails i am a battered disabled woman who has been getting mistreated by mlgw they have received a substantial amount of money from the Shelby county on my behalf but yet the ******************* never changes it gets higher and higher

  Business Response

  Date: 10/20/2022

  Thank you for allowing Memphis Light Gas and Water the opportunity to respond to ************************ concerns regarding her utility services.  We attempted to contact ******************** per her request and left voice messages.  At this time, we have not received a call back from ********************.  We did review her account and her meters were found to be working accurately (our customer service technicians visited the property on 10/14/22 and checked the meters).  At this time there is no indication that an adjustment is warranted.  We did a review of ************************ usage for the last 4 months and it indicates that her usage is in line with what she used this time last year.  (7/8/2021 **** kwh-7/7/2022 **** kwh, 8/6/2021 **** kwh- 8/5/2022 ****kwh, 9/7/2021 **** kwh- 9/6/2022 **** kwh, 10/5/21 **** kwh-10/5/2022 **** kwh).  Our records do not reflect that ******************** received two bills due in the month of October.  Our records reflect that on 9/7/2022 she was mailed a bill in the amount of $371.00 with a due date of 9/23/2022.  We did not receive payment and on 9/27/2022 per our policy we mailed a cut off notice to the customer informing them that we had not received a payment for the balance of $371.00 and that a payment would be needed to prevent disconnection of services.  On 10/5/2022 her meter was read and a bill produced for the billing period of 9/6/22-10/5/22 with a bill due date of 10/24/22.  The meters at the property are not smart and are being read by a meter reader each month.  Our records indicate that the meter reader typically reads the meter on meter reading day around 8-9 AM.  On each bill we list the next meter reading date and ******************** is able to read her meter on the same day as the meter reader and compare the readings if she suspects issues with the readings and contact us if there are any discrepancies.  We apologize for any rudeness ******************** has experienced and we have sent her concerns to our ************* team for review.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18181137
  
  I am rejecting this response because:

  i have only received a call from ms ***** who stated she was waiting on a response from mlgw. I have read my meter myself and i had a family member who reads meters to read it as well it does not add up to what they are stating. They are not calling me or leaving messages. Also the bill states a reader is present but the information is false no one is actually coming out to read my meter on that date or any other date and my cameras will prove that. Mlgw is giving estimations based off my neighbors smart meter. They are determined to ignore my concerns give me a hearing give me a cll instead they are just not responding. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/10/2022

  MLGW regrets to hear that ******************** is dissatisfied with the previous response provided. An MLGW representative did contact ******************** at the number provided and left several messages.  We have confirmed the readings on her meter are accurate and that she has been billed correctly.  We have forwarded her request for a dispute resolution hearing and she should hear from someone shortly regarding that matter.   Thank you.

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  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.

  I moved from Memphis to GA in late May 2022 and am owed a refund from my deposit that Memphis Light Gas Water. The phones are set so that one is unable to get through to anyone (unless you are a business owner and have an existing account) - otherwise it goes to automated disconnection after some time. I have repeatedly asked customer service via their email what the status of my refund check is and when it will be mailed. They indicated they mailed it but I did not receive it. I requested a reissuance and void of the check that was allegedly mailed on August 17. I have asked repeatedly what the status of the refund and reissuance is, and I get no response (other than please send us your SSN, your DOB etc to confirm what we have on file). I just want the money that is owed to me :) Being unable to get through on the phone is a sign of times to come.

  Business Response

  Date: 10/12/2022

  Thank you for allowing Memphis Light Gas and Water the opportunity to respond to ******************** concerns.  We would like to first offer our sincere apologies for the delay in getting a refund check to **************** for her remaining deposit balance.  We would also like to apologize for her less than stellar customer service experiences with **********************.  MLGW is currently undergoing changes to revamp the customer service experience and hope that if **************** has future interactions, they will be more favorable.  We confirmed with our accounting department that a new refund check was mailed to the most recent address provided by *****************  This check was mailed out on 10/6/2022.  If for some reason the customer does not receive the check, we invite her to contact us at the number provided which will reach a direct person so that we may resolve this issue.  We thank **************** for her patience.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  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.

  MLGW provided false and misleading representation of billing. They bullying people into paying their bill. And also falsely advertises other forms of indebtedness to consumers to use their available credit. This company is out right extorting people.

  Business Response

  Date: 10/06/2022

  Thank you for allowing Memphis Light, Gas and Water the opportunity to respond to ****************** complaint.  ****************** services were in jeopardy of being disconnected due to a delinquent balance of $966.61 as of 8/1/22.  In order to become current MLGW required the past due balance to be reduced to $199.99 to prevent disconnection.  ************** made contact with MLGW and was referred to our PrePay Program which allows customers to pay as you go for utility services and retain services without having to pay off all their debt.  The PrePay Program will put the debt amount into a special collection and 25% of every payment will go towards that debt and the remaining toward their current utilities.  In order to qualify for the program if a customer has an existing deposit on file with us MLGW will take that deposit and apply it toward the debt to reduce debt owed since deposits are not required for pay as you go accounts.  The customer is required to start off the program with a minimum of $100 in their account to ensure customer will not be immediately subject to disconnection once being put on the program.  ************** did request to speak to someone regarding more information on the program and MLGW did attempt to contact him and was unable to reach **************, due to high call volume we were unable to route ****************** call back to the original representative.  One of our Acting Section Supervisors spoke with ************** on 9/26/2022 to explain the program in detail to ***************  In order to convert back ************** would need to pay his debt down to the minimum threshold of $199.99 and also put back up his $350 deposit that had been applied to his debt amount.  As a courtesy to ************** we offered to let the deposit be billed in installments instead of all at once and ************** would only need to reduce his balance to $199.99.  Currently at this time we have not received the necessary payment to convert ****************** account to a post pay account.  We apologize for any confusion that arose during this process, MLGW was offering solutions that would enable the customer to restore their services without requiring a large sum.  We thank ************** for being a Valued Customer and look forward to resolving his concern.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18061216
  
  I am rejecting this response because: ************ is serving false and misleading representation of information. They are only stating a piece of the situation. ************ mislead me into something I did not want to do, and lacks the care for the customer.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

  MLGW is sorry to hear that ************** is unhappy with the response provided, however, the response is a direct summarization of what occurred on ****************** account.  We do apologize for any confusion in understanding the assistance offered but the charges assessed to ****************** account were accurate and did require either a substantial payment to bring the account current or participation in one of our programs.  We are more than willing to discuss ****************** account with him, but he declined the offer of scheduling an appointment with one of our credit counselors.  Should ************** wish to speak with us for better clarity of his account he is welcome to contact us ************ or visit any of our community offices.  Thank you.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  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.

  Good afternoon my complaint is for the bad customer service that is being showed by this business by giving false wait times and have you waiting for 2:00 hrs with no one coming to the phone there is no way to physically talk to anyone real to get your account handled in a timely manner.

  Business Response

  Date: 09/21/2022

  MLGW thanks you for allowing us the opportunity to respond to Mr. ******* concerns.  We do apologize,however, we are experiencing larger than normal hold times due to a high call volume.  The estimated wait time is based upon an average call time,however, those times may vary depending upon the customers needs.  MLGW offers many self-options available through MyAccount at www.mlgw.com.  We encourage our customers to visit www.mlgw.com to see if they can resolve their issue/concerns without a representative.  We thank you for being a Valued Customer and look forward to serving your utility needs. We did try to reach out to **************** through email and phone but have been unsuccessful.