The Maryland Public Service Commission (PSC) has mandated Baltimore Gas and Electric (BGE) to take corrective actions to address persistent issues within its call center. This decision comes on the heels of over 650 customer complaints regarding difficulties reached in contacting customer service.
Background of Call Center Issues
BGE has acknowledged systemic problems with its call center, particularly as call volumes are expected to surge in the upcoming weeks. Customers have reported being on hold for extended periods, experiencing disconnections, and failing to receive callback promises. Additionally, both the customer self-service website and mobile app have faced functionality issues, further complicating service access.
PSC Directions and Timeline
- The PSC’s order requires BGE to hire approximately 30 new employees.
- The company must enhance its call system software for better reliability.
- A corrective action plan is due by January 20th.
During a PSC hearing two weeks ago, BGE officials recognized the complexity of incoming calls, which has contributed to prolonged wait times. The order stipulates that BGE must collaborate with various stakeholders to establish metrics to assess call center performance and improvements.
Moratorium on Collection Activities
In conjunction with these measures, the PSC imposed a temporary moratorium on BGE’s collection activities until February 28, 2026. This includes:
- Issuing notifications for overdue payments.
- Collection efforts for overdue accounts.
- Service interruptions for nonpayment.
Commissioners noted the necessity for this moratorium while investigating any potential violations of service termination protocols related to communication failures.
Commitment to Improvement
A spokesperson for BGE stated the company will comply with the PSC’s order and is already taking steps to boost staffing and upgrade technology. The spokesperson emphasized the goal of improving service for BGE’s 1.3 million customers, acknowledging the recent delays caused by more complicated customer inquiries.
Recruitment for the new positions is underway, with interviews planned for the first week of January. BGE remains dedicated to enhancing service standards and addressing customer concerns effectively.
