Memphis, Tennessee, December 12, 2025
Memphis Light, Gas and Water (MLGW) has canceled a $1,100 billing adjustment for a resident caused by a malfunctioning meter. The utility company is working to fix meter issues and improve billing accuracy, while also offering customer assistance programs for those in financial hardship. This incident highlights MLGW’s commitment to transparency and customer service as they address ongoing metering challenges.
Memphis, Tennessee: MLGW Cancels $1,100 Adjustment After Unread Meter
Utility Company Acts Quickly to Address Customer Concerns
Memphis Light, Gas and Water (MLGW) has rescinded a $1,100 billing adjustment for a customer whose meter readings were not recorded for several months. This customer, a Memphis resident, received an unexpectedly high bill due to the lack of meter readings. Upon investigation, MLGW determined that the meter had malfunctioned, leading to the erroneous charge. In response, the utility company has canceled the adjustment and is now working to repair the faulty meter to prevent future issues.
This incident underscores the ongoing challenges faced by MLGW with certain gas and water meters that have malfunctioned, which has affected the accuracy of billing for some customers. Fortunately, the company has acknowledged these issues and is actively working to resolve them, ensuring accurate billing for all customers enhances their service and minimizes inconveniences.
Background on MLGW’s Metering Challenges
MLGW has been addressing issues related to malfunctioning gas and water meters, which impact billing accuracy. The company is collaborating with the manufacturer to provide replacement parts equipped with upgraded technology. Additionally, MLGW has contracted Utility Partners of America (UPA) to expedite repairs. The expectation is to complete the delayed billing work by January 2024, with permanent repairs to the approximately 38,000 affected meter registers slated for completion by December 2024.
MLGW’s Billing and Adjustment Policies
According to MLGW’s Customer Care Policy Manual, clear procedures exist for billing adjustments, including those related to water leaks and sewer issues. Residential customers can request an adjustment to their account due to adverse conditions such as a water leak or a broken water pipe. These adjustments will be applied as a credit to the customer’s account and are calculated based on 50% of the highest excess usage recorded over the previous 12 months.
MLGW’s Efforts to Assist Customers
Beyond just addressing billing issues, MLGW actively offers programs to assist customers experiencing financial hardships. The Plus-1 Assistance Program provides essential support to low-income households struggling to pay their utility bills. Customers can apply directly through their MLGW account, with funds replenished at the beginning of every month, ensuring that aid continues to reach those who need it most.
Conclusion
MLGW’s prompt action to cancel the $1,100 adjustment showcases its commitment to customer service and accurate billing practices. As the company continues to work diligently on resolving meter-related issues, they also maintain a strong focus on providing assistance programs to support customers in need. Such proactive measures not only foster a better relationship between the utility provider and customers but also highlight the importance of maintaining transparency and accountability in utility services.
Frequently Asked Questions (FAQ)
What led to the $1,100 billing adjustment?
The billing adjustment was due to a malfunctioning meter that failed to record usage for several months, resulting in an unexpectedly high bill for the customer.
How is MLGW addressing meter malfunctions?
MLGW is working with the manufacturer to provide replacement parts with upgraded technology and has contracted with Utility Partners of America (UPA) to expedite repairs. The company anticipates completing the delayed billing work by January 2024 and making permanent repairs to the approximately 38,000 affected meter registers by December 2024.
What assistance programs does MLGW offer to customers?
MLGW offers the Plus-1 Assistance Program, which provides support to low-income households struggling to pay their utility bills. Customers can apply directly through their MLGW account, and funds are replenished at the beginning of every month.
Key Features of MLGW’s Billing and Assistance Programs
| Feature | Description |
|---|---|
| Meter Malfunctions | MLGW is addressing issues with malfunctioning gas and water meters affecting billing accuracy. |
| Billing Adjustments | Customers can request adjustments for water leaks or broken pipes, with credits based on 50% of the highest excess usage over the previous 12 months. |
| Plus-1 Assistance Program | Provides support to low-income households struggling to pay utility bills; applications are accepted monthly. |
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Author: STAFF HERE MEMPHIS WRITER
The MEMPHIS STAFF WRITER represents the experienced team at HEREMemphis.com, your go-to source for actionable local news and information in Memphis, Shelby County, and beyond. Specializing in "news you can use," we cover essential topics like product reviews for personal and business needs, local business directories, politics, real estate trends, neighborhood insights, and state news affecting the area—with deep expertise drawn from years of dedicated reporting and strong community input, including local press releases and business updates. We deliver top reporting on high-value events such as Beale Street Music Festival, Elvis Week, and Memphis in May International Festival. Our coverage extends to key organizations like the Greater Memphis Chamber and the Memphis Convention & Visitors Bureau, plus leading businesses in logistics, healthcare, and music that power the local economy such as FedEx, St. Jude Children's Research Hospital, and AutoZone. As part of the broader HERE network, including HEREBristol.com, HEREChattanooga.com, HEREKnoxville.com, and HERENashville.com, we provide comprehensive, credible insights into Tennessee's dynamic landscape.
