Baltimore Gas and Electric Faces Scrutiny Over Customer Service Accessibility Issues

The Maryland Public Service Commission (PSC) has initiated an investigation into widespread customer complaints regarding difficulties in reaching Baltimore Gas and Electric (BGE) for service inquiries and issues. The PSC’s Consumer Affairs Division (CAD) has documented a significant increase in customer reports detailing challenges in contacting BGE’s customer service call center.

The CAD received 657 complaints against BGE between July 1 and November 16. Approximately 22% of these complaints included narratives describing difficulties in reaching the company. Initially, customers reported extended hold times or a failure to receive promised callbacks. By the fall, the situation reportedly escalated, with customers no longer being offered the option to wait on hold. Instead, they were informed of heavy call volumes and provided only with a callback option, which some customers stated they never received, even after multiple requests over several days. The number of inaccessibility complaints rose significantly in mid-October and continued through November. Notably, these issues predated the federal government shutdown, which began on October 1. The onset of the winter heating season on November 1, a period during which utilities face additional consumer protection requirements regarding service termination for non-payment, also heightened concerns. Customers at risk of service disconnection or those attempting to restore service reported substantial difficulties in contacting BGE. While other Maryland utilities are also navigating the financial impacts of the government shutdown and the strain of the winter season, their customers are not reporting similar inaccessibility issues with their respective customer service centers.

The CAD emphasized the importance of multiple communication channels for utility customers. While online self-service options can be beneficial, the ability to speak with a live representative over the phone remains a critical component of customer service and dispute resolution. Some customers attempting to resolve issues via the BGE website found it difficult to locate information or encountered technical problems, leading to further frustration when they then tried to contact customer service by phone. Suggestions from customers have included the PSC requiring service level agreements for answering customer phone calls and mandating that BGE offer live customer support without exclusively relying on automated callback systems, especially for issues like starting service or addressing service terminations.

BGE acknowledged the challenges, with Steven Singh, Vice President of Customer Operations, stating that 2025 presented a unique year with significant affordability issues impacting customers due to increased supply charges and higher energy usage driven by extreme cold. He noted that while call volume saw only a slight increase of 0.2% year-over-year, the complexity of calls has risen. This increased complexity, he explained, is partly due to customers seeking to understand higher bills driven by supply costs and usage, and exploring payment arrangement options. BGE has implemented measures to address these issues, including added staffing to its call centers and technology enhancements. However, average wait times have increased, with billing inquiries being a significant driver of longer calls, averaging over 100 minutes. BGE has also extended customer outreach efforts and payment arrangements in response to increased customer needs. Emergency calls, including those related to gas leaks, power outages, and other safety concerns, have not been impacted and remain a top priority.

In response to these concerns, BGE has announced plans to increase staffing by authorizing an additional 30 internal Full-Time Equivalents (FTEs), bringing their internal staff to 178, and increasing contractor resources. The company is also working on improving its callback technology to ensure more accurate scheduling and timely callbacks. Furthermore, BGE continues to invest in its online and mobile app platforms to enhance self-service options, aiming to reduce the volume of calls to the center. BGE also noted that customer operations, including the call center, will not be impacted by recent company-wide announcements, and that hiring for these critical roles is ongoing.

The Office of the People’s Counsel (OPC) has also raised concerns, requesting that BGE provide a public response and a corrective action plan addressing customer call wait times and callback wait times. OPC further requested that BGE clarify whether its reported customer communication metrics account for callback wait times and, if not, to file a corrected annual performance report. The OPC also highlighted that increases in customer bills are not solely due to supply costs, but also rising electric and gas distribution rates, as well as Exelon’s significant net income growth.

Article by Ken Buckler, based upon information from the Maryland Public Service Commission meeting on December 18, 2025.

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