The Maryland Public Service Commission (PSC) is actively investigating a surge in customer complaints about Baltimore Gas and Electric (BGE) bills and customer service, including long call-center wait times and difficulty reaching a live representative.
What triggered the investigation
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From July through early December 2025, the PSC’s Consumer Affairs Division received more than 600 complaints about BGE, many involving problems reaching customer service to address billing or shutoff notices.
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Regulators reported that recent average wait times were over 50 minutes for general customer service and over 100 minutes for billing questions, with some callers only getting an automated “heavy call volumes” message and a callback option instead of the ability to hold.
Main customer complaints
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Customers reported:
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Excessive hold times or no option to speak to a person.
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Frustration resolving critical issues like unusually high bills or turn-off notices.
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Some customers also questioned why their bills have risen so much, beyond just higher energy supply charges, and said they could not get clear explanations from BGE.
PSC and consumer advocates’ concerns
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PSC staff told commissioners the pattern of complaints suggests a systemic problem with BGE’s accessibility and customer service, not isolated incidents.
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The Office of People’s Counsel argued it is misleading to blame higher bills solely on supply costs and weather, pointing out that BGE’s electric distribution rates have increased each year for seven years and are scheduled to rise again in 2026 along with gas distribution rates.
BGE’s response and planned changes
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BGE’s vice president of customer operations said call complexity has increased, winter and affordability pressures are high, and the company is spending more time explaining bills to customers.
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BGE stated it has already authorized hiring about 30 additional internal customer service employees, plus more contract support, and plans to expand call-center hours and upgrade technology to improve access.
What regulators may do next
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PSC commissioners criticized BGE’s proposals as lacking immediate relief and indicated they will issue a directive requiring specific follow-up actions and more detailed information on customer service performance.
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Consumer advocates have urged the PSC to require a formal corrective action plan addressing wait times, accessibility, and clearer communication about what is driving higher bills.
