Regulators Blast BGE Over Long Wait Times, Seek Answers

Maryland Public Service Commission members pressed Baltimore Gas and Electric officials on December 17 over exceptionally long customer service phone wait times, citing data that average waits recently exceeded 50 minutes and billing related waits exceeded 100 minutes. Regulators said the volume and severity of complaints suggested the problems were not isolated incidents but potentially indicative of deeper operational or organizational issues.

Commissioners also highlighted that 657 customer complaints were filed with the commission between July 1 and November 16, a tally regulators used to frame broader concerns about customer access and responsiveness. BGE attributed the surge in wait times to greater call complexity and broader federal workforce issues affecting hiring and staffing. Commissioners responded by demanding a formal corrective action plan and public responses to outstanding data requests, signaling expectations for both immediate fixes and sustained transparency.

The hearing emphasized potential consequences for Baltimore ratepayers. Extended wait times and protracted billing related calls complicate customers seeking payment arrangements, disputing charges, or restoring service. Delays that impede timely resolution can increase financial strain on vulnerable households and erode trust in regulatory protections. With many residents depending on reliable utility service during winter months, access to prompt customer support carries heightened public safety and economic implications.

The commission pushed the company to outline specific corrective measures and timelines, and to make requested data public for commission review. Regulators have authority to pursue a range of options to enforce service standards and consumer protections, and the hearing laid groundwork for closer oversight. For Baltimore residents the key issues are practical and immediate, including faster access to help, clearer billing practices, and stronger accountability from a major utility.

The PSC set expectations for BGE to return with concrete proposals and to comply with data requests. The next steps will determine whether regulators pursue additional enforcement measures or monitor implementation of the utility plan, and Baltimore ratepayers should expect follow up in forthcoming commission filings and hearings.