MEMPHIS, Tenn. (WMC) – Some MLGW customers said they tried to contact the utility’s customer service hotline without success.
“I’ve been calling them for weeks now and getting the same message every time,” said longtime customer Ken Weatherford.
Weatherford said he has always been satisfied with MLGW’s customer service.
He even did a public service commercial nine years ago; but for the past few weeks he has been frustrated and reaching his breaking point.
“Generally they’ve had really good customer service, but right now it seems like it’s all gone,” Weatherford said.
We contacted MLGW for answers.
They said they are aware of the issues facing the Memphis area and know it is frustrating.
They blamed the increased demand from customers seeking financial assistance on inflation as well as a shortage of staff at their call centers.
Timothy Davis, MLGW’s vice president of customer experience and energy services, said customers have every right to be frustrated.
“I was hired here to help improve it, and that’s what we’re doing,” Davis said.
He said the utility was hiring 26 people.
This, according to Davis, is one of the largest hiring classes the public service has ever done at one time.
These new hires will work in customer service and are expected to start around September 19.
In the meantime, MLGW says you can get faster responses using their websitethe mobile application or directly via social networks.
“I understand you’re frustrated and worried,” Davis said. “But we will focus on improving and I am responsible for that.”
MLGW said they expect the issues to be fully resolved within 90 days, something their frustrated customers hope they can count on.
“It’s not my job to fix it, it’s their job,” Weatherford said. “I don’t know anything about electricity because I don’t touch it.”
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