MARYLAND (WBFF) — The Maryland Public Service Commission issued an order Tuesday, detailing steps Baltimore Gas and Electric needs to take to remedy call center issues.
“BGE acknowledges there are systemic failings with its call center. These issues, which are anticipated to worsen over the coming weeks with increased call volumes, drive the need for immediate and corrective action,” the order said.
Officials said over the last few months, there have been more than 650 complaints against BGE’s call center with customers being stuck on hold for hours, being disconnected entirely, never receiving callbacks, dealing with unsuccessful attempts to reach customer service representatives and the inoperability of BGE’s customer self-service website and mobile app.
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During a PSC hearing two weeks ago, officials with BGE acknowledged the issue and said they are working to fix the issue by hiring around 30 more employees, some of which will fill currently vacant positions, as well as making tech improvements to the call system software to ensure more reliable callbacks. BGE officials explained that while call volume hasn’t largely increased, the complexity of the calls has, resulting in longer wait times.
In addition to some of the solutions BGE is already working toward, the order also directs BGE to work with other stakeholders to develop appropriate metrics to track call center performance and improvements. BGE will also be required to develop a corrective action plan by no later than January 20th.
While Commissioners acknowledge BGE has committed to a plan to support customers on Maryland’s Low Income Home Energy Assistance Program, the order also directs BGE to “cease all funning activities, including: issuance of new notifications for overdue payments; collection activities for overdue payments; and service interruptions/termination for nonpayment. This limited moratorium is effective immediately and shall remain in effect until February 28, 2026.”
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Commissioners said they may rescind the moratorium upon implementation of a corrective plan or could extend it if necessary. Commissioners clarified that during this time customers are still obligated to pay for service.
“The Commission recognizes that customers may have experienced termination of service or paid past due penalties without the opportunity to speak to a BGE representative. The Commission hereby directs Staff to investigate whether this inability to communicate with the Company resulted in violations of the Commission’s service termination and/or other regulations,” the order continued to say. If violations occurred, officials will work to determine what remedy may be appropriate.
In a statement, a BGE spokesperson said, “We will comply with the Commission’s order, which recognizes our work already underway to increase Care Center staffing and enhance systems and technology to better serve our customers. The recent delays have been driven by longer, more complex calls where customers have needed additional assistance, which has caused calls to back up. We remain committed to continued improvements to ensure we’re providing our 1.3 million customers with the level of service they expect and deserve.”
As for the new hires, a BGE spokesperson also said interviews are currently scheduled for the first week of January.
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