The complaint has been investigated and
resolved to the customer's satisfactionResolved Missouri Gas Energy — Terrible Customer Service, Unsolicited Charges
resolved to the customer's satisfaction
Dear Sir or Miss,
I recently attempted to resolve an issue regarding my new gas services at 4602 Campbell St. Apt. 1, Kansas City, MO 64110. I was connected to a supervisor in order to discuss the issue. The issue is that I, and my fiancé Chelsey have been attempting to transfer service at my address to my name since July, but have been repeatedly misinformed or ignored.
To begin with Chelsey attempted to connect the service for me before I ever called. When she was told that she was providing an incorrect SSN (which she later proved that MGE’s records were faulty through a copy of her social security card, and had recorded her private information under another person’s name), I called and asked to simply put the records in my name since I was the one living there, to which I was told that I could not do so (note, I was told that I couldn’t pay for the gas that is being supplied the apartment that I am leasing, in fact Chelsey was told this when she asked if I could just call).
Confused, but following the customer representative’s mandates, I continued along the path to resolve Chelsey’s identification issues. I was told in either my first or second call with a customer representative (after inquiring if there was a date that I needed to have the issue resolved by, in order to avoid any kind of startup fees) that our account would be flagged as having an issue and consequently would not be charged the fee, that I didn’t have anything to worry about. In speaking with the supervisor, I was told that there are no records of such a note.
Throughout the last three weeks, Chelsey sent MGE her records numerous times, but never received notification from MGE, so she was compelled to inquire for herself several times. After her continuing faxes, MGE eventually responded that they had received her fax and that she still could not complete the transfer. At this time, she asked if now I could register the account under my name, to which we were finally told yes (completely contrary to the two or three separate occasions we were told the opposite weeks earlier).
So finally, after all of this, I call another three times in the span of two business days, each time being told that a customer representative would get back to me, but never did. The fourth call, the issue was finally resolved, or so I thought. Because this process, of consistently misinforming the customer over the period of weeks, at the end of which we have had no use of gas powered appliances (meaning cold showers), took so long that the previous cycle ended, and we could no longer transfer the service, but instead had to initiate a new one. At hearing that start-up fees would total $45.00, I told the customer representative what I had been told weeks prior, and was then connected to a supervisor.
The supervisor continued to tell me that not only was the note never made on our account, but the misinformation of the customer representatives, and the lack of ever having been contacted (as promised) four or more times that resulted in a slow down of the process of resolution, would now cost us $45.00; that several hours of my, the customer’s time that was spent solely trying to provide MGE with what is essentially money, that now I have to pay an additionall $45.00 simply to correct MGE’s consistent and grossly rude errors.
And it should not go without saying, that during this entire process, where Chelsey and I spoke to what is likely to be over 10 separate customer representatives, were continuously disrespected, treated rudely, and broadly ignored. Chelsey can remember only two representatives who seemed to have any consideration for her, as a customer, whatsoever, whereas I can note only one, and that is the very last customer representative that I spoke to (following my being hung up on by the supervisor). This mistreatment goes so far as to management, where I was hung up on by the supervisor that I spoke to about my experience. Somehow, throughout these several weeks, both Chelsey and I have managed to remain more polite than each and every employee that we have dealt with, including the management that we dealt with. When I share these experiences with others, they can't believe how we as customers were treated by a company that we were attempting to patron.