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:07/28/2022

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

  Business Response

  Date: 08/02/2022

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

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

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

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

   

  Customer Answer

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/20/2022

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

  Business Response

  Date: 07/25/2022

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

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

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

• Initial Complaint

  Date:07/14/2022

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

  Business Response

  Date: 07/22/2022

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

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