Baltimore, December 19, 2025
The Maryland Public Service Commission is investigating a significant rise in customer complaints against Baltimore Gas and Electric (BGE) regarding inflated utility bills and poor customer service. Over 600 complaints have been reported since July 2025, highlighting frustratingly long wait times to reach customer service and inadequate responses to billing inquiries. The PSC asserts that systemic issues may be at play, prompting BGE to propose solutions, including hiring more staff and enhancing accessibility. However, regulators are skeptical of these measures and seek immediate improvements.
Maryland Commission Investigates BGE’s Billing and Customer Service Complaints
Baltimore, MD – The Maryland Public Service Commission (PSC) is currently investigating a substantial spike in customer complaints against Baltimore Gas and Electric (BGE) concerning elevated utility bills and inadequate customer service responses. From July to early December 2025, over 600 complaints were registered with the PSC’s Consumer Affairs Division, primarily about difficulties in reaching customer service representatives to rectify billing issues and service interruptions. Reports indicate that average call wait times have surpassed 50 minutes, with billing inquiries averaging over 100 minutes. Many customers reported receiving only automated responses, lacking access to direct conversations with representatives.
Customer Complaints and PSC’s Response
Customers have expressed considerable frustration over lengthy hold times and challenges associated with resolving urgent issues like unexpectedly high bills and service disconnections. Many individuals are questioning the cause of rising bills, beyond increased energy supply charges, and have found it hard to obtain straightforward explanations from BGE. The PSC has signaled that these trends imply systemic issues within BGE’s accessibility and customer service, suggesting that the problems may be more widespread than previously understood.
BGE’s Explanation and Proposed Solutions
BGE’s Vice President of Customer Operations has pointed out that the uptick in call volume is attributed to more complex customer inquiries, particularly those related to rising supply costs and concerns about energy usage. To address these challenges, BGE plans to hire about 30 additional internal customer service employees, expand call-center hours, and upgrade technology to enhance accessibility. However, PSC commissioners have critiqued BGE’s proposed solutions as inadequate for providing immediate customer relief and have signaled intentions to issue directives requiring specific follow-up actions and detailed reports on customer service performance.
Regulatory Actions and Consumer Advocacy
The PSC has called upon BGE to develop a formal corrective action plan that addresses long wait times, improves accessibility, and ensures clearer communication regarding the factors contributing to rising bills. Consumer advocates are also pushing for increased transparency and accountability from BGE to ensure that customers receive timely and effective assistance, as reliable utility service is crucial for economic stability in the community.
Background on BGE and the PSC
BGE is a central utility provider in the Baltimore area, supplying electricity and natural gas to a broad customer base. The Maryland Public Service Commission regulates utilities across the state, ensuring that they offer safe, reliable, and reasonably priced services to consumers while protecting the interests of Maryland residents through the PSC’s Consumer Affairs Division, which manages consumer complaints and utility-related disputes.
Frequently Asked Questions (FAQ)
What is the Maryland Public Service Commission (PSC)?
The Maryland Public Service Commission is responsible for regulating utilities in the state, ensuring they provide safe, reliable, and reasonably priced services to consumers.
How can I file a complaint against BGE?
If you have a dispute with BGE, you should first contact the company directly to try to resolve the issue. If you are not satisfied with their response, you can file a complaint with the PSC’s Consumer Affairs Division.
What should I do if I experience long wait times when contacting BGE?
If you experience excessive wait times when contacting BGE, consider using their self-service channels, such as their website or mobile app, for assistance. If the issue persists, you can file a complaint with the PSC.
How can I contact BGE’s customer service?
You can reach BGE’s customer service by calling their general inquiries line at (800) 685-0123. For outages, call (877) 778-2222.
What are my rights as a BGE customer?
As a BGE customer, you have the right to choose a retail electric supplier, understand your electricity supply choices, change suppliers, and ensure that any supplier you choose is licensed with the PSC. You also have the right to understand your bill and how it relates to the service you receive.
Key Features of the Article
| Feature | Description |
|---|---|
| Investigation Initiated | The Maryland Public Service Commission is investigating a surge in customer complaints against BGE regarding high bills and poor customer service. |
| Customer Complaints | Over 600 complaints were received between July and December 2025, citing long wait times and unresponsive systems. |
| BGE’s Response | BGE plans to hire 30 new staff and use contractors to address the issues, though regulators remain skeptical of the timeline and effectiveness. |
| Regulatory Actions | The PSC criticized BGE’s long-term solutions as inadequate, demanding immediate improvements and greater transparency. |
| Background Information | Details about BGE’s services and the PSC’s role in regulating utilities in Maryland. |
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Author: STAFF HERE BALTIMORE WRITER
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