Maryland Halts BGE Service Shutoffs Until April Amid Call Center Crisis

BGE Service Shutoffs Banned Until April 1

The Baltimore Gas & Electric Company (BGE) is prohibited from cutting off any customer's gas or electric service until at least April 1, as ordered by the Maryland Public Service Commission. This decision, announced on Thursday, extends a previous moratorium to protect customers during an ongoing investigation into BGE's call center issues.

Image: BGE utilities under scrutiny for customer service failures.

Investigation Reveals Systemic Failings

The moratorium stems from an investigation into systemic failings in BGE's customer call center, which has been plagued by unreasonably long wait times. The Public Service Commission found that these delays prevent customers from reaching representatives, hindering BGE's ability to address disputes or inquiries as required by state law. The commission stated that the extension aims to mitigate potential harm to customers while BGE works to resolve its call center problems.

Previous Moratorium Extended

This is not the first action taken against BGE. In December, a similar moratorium was imposed, stopping the utility from ending services, issuing overdue payment notifications, or attempting to collect payments until February 28. The new order extends these protections, although customers are still required to pay their bills during this period.

Financial Context

Exelon, the parent company of BGE, Delmarva Power, and Pepco, recently reported earnings that exceeded expectations, highlighting a contrast between financial performance and customer service challenges.

Read the full story on the Baltimore Sun.