The Maryland Public Service Commission (PSC) — in charge of regulating the states’ utility companies — called BGE to testify Wednesday on its long customer service wait times and suggested the utility may have a deeper problem on its hands.
BGE’s customer service call wait time in recent weeks has averaged over 50 minutes, while billing question wait times are averaging over 100 minutes.
The PSC has received 657 complaints against BGE from July 1 through Nov. 16, about a fourth of which were related to issues getting ahold of the utility.
I worked at BGE about 7 years ago and the wait times were awful then. IMO, employees on the phones taking calls are treated poorly by the company and this leads to lacking morale and incentive to perform at peak level. I am not surprised that the average hold time has gotten worse over the years unfortunately.