{"id":"bge","page":"https://escalate.alexgaoth.com/#/c/bge","html":"https://escalate.alexgaoth.com/c/bge/","generated":"2026-10-15","company":{"id":"bge","name":"Baltimore Gas and Electric Company","aliases":["BGE","Baltimore Gas & Electric"],"sector":"utility","parent":"Exelon Corporation","website":"https://www.bge.com","notes":"Electric and natural gas utility in central Maryland. Regulated by the Maryland Public Service Commission (PSC), Consumer Affairs Division; the Maryland Office of People's Counsel represents residential ratepayers. bge.com HTML pages return empty to automated fetches; values below come from bge.com search results, BGE's 2022-2023 residential Consumer Reference Guide PDF, and the PSC consumer FAQs.","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Smell natural gas (leave the area first; 911 also accepted)","value":"+1-877-778-7798","hours":"24/7","notes":"The contact page also lists 1-800-685-0123 as a backup line.","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report power outages and downed power lines","value":"+1-877-778-2222","hours":"24/7","purposes":["service_outage"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customers","value":"+1-800-265-6177","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-map","type":"web_form","label":"BGE outage map","value":"http://outagemap.bge.com/","purposes":["service_outage"],"source":"https://psc.maryland.gov/regulated-utilities/current-outage-information/","last_verified":"2026-10-12"},{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"web_form","label":"Payment arrangements (Deferred Payment Arrangement, Bill Extender Plan)","value":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","purposes":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (OHEP/MEAP, EUSP, Fuel Fund of Maryland, Assistance Finder)","value":"https://www.bge.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.bge.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"},{"id":"special-needs-mail","type":"mail","label":"Special Needs Program enrollment (fax 443.213.3302)","value":"BGE Special Needs, Room 720, P.O. Box 1475, Baltimore, MD 21298-9979","purposes":["disconnection"],"notes":"Seriously ill or equipment-dependent customers need forms from a certified physician or certified nurse practitioner.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","channel":"customer-service-phone","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved."},{"rung":"written_complaint","channel":"complaint-email"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Maryland Attorney General, Consumer Protection Division."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with BGE first, pay the undisputed part, ask for a free meter test or cancellation of an off estimate, then go to the PSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call BGE and dispute the bill. Withhold only the disputed amount and keep paying undisputed and future bills.","channel":"customer-service-phone"},{"do":"If not resolved, ask for a BGE supervisor.","channel":"customer-service-phone"},{"do":"If usage looks wrong, ask BGE for a free meter test. If an estimated bill is far from normal usage, ask BGE to cancel it."},{"do":"If BGE does not resolve it, file a complaint with the PSC Consumer Affairs Division."}],"facts":[{"kind":"process","claim":"Maryland customers must raise a problem with the utility before filing with the PSC Consumer Affairs Division. A customer may withhold only the disputed amount while it is under review and must keep paying undisputed and future bills, or service may be terminated with notice.","issues":["billing_error","disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"fee","claim":"The utility must test the meter free of charge on request, but not more than once every 18 months; the customer may be present. A Commission referee test costs $10, refunded with an account adjustment if the meter is outside 98%-102% accuracy.","issues":["billing_error"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Estimated bills must be marked as estimated and must still be paid. If an estimate is far from normal usage, the customer can ask the utility to cancel it; the next bill then covers two months.","issues":["billing_error"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Maryland requires 14 days' notice; no shutoff at forecast 32F or below or 95F or above; a medical certificate adds 30 days.","evidence":["termination notice","account balance","medical certification form","energy assistance application"],"steps":[{"do":"Call BGE before the termination date and ask for a Deferred Payment Arrangement or, on a fixed benefit income, the Bill Extender Plan.","channel":"payment-arrangement"},{"do":"If someone has a serious medical condition, have a doctor, certified nurse practitioner or physician assistant complete the PSC-approved medical certification form and send it to BGE no later than the day before the termination date."},{"do":"Apply for energy assistance (OHEP, EUSP, Fuel Fund of Maryland), and ask about the Utility Service Protection Program if you qualify for MEAP.","channel":"payment-assistance"},{"do":"If someone is elderly, disabled, seriously ill or depends on electric medical equipment, enroll in the Special Needs Program.","channel":"special-needs-mail"},{"do":"If BGE does not help, contact the PSC Consumer Affairs Division before the termination date."}],"facts":[{"kind":"deadline","claim":"Gas and electric utilities in Maryland must give at least 14 days' notice before terminating service.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"From November 1 to March 31, a utility cannot terminate residential gas or electric service for nonpayment without first filing an affidavit with the PSC at least 24 hours before, certifying no threat to life or health.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"No termination for nonpayment is allowed when the 6 a.m. forecast is 32F or below, and no electric termination when it is 95F or above.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A medical certification on the PSC-approved form makes the utility withhold termination for an additional 30 days. The customer must then promptly agree to a payment plan for unpaid and current bills.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage to BGE and check the outage map.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage by phone and check the outage map.","channel":"outage-phone"}]},{"issue":"deposit_refund","summary":"Maryland caps residential deposits, allows installments, pays interest and returns the deposit after 12 months of on-time payment.","evidence":["deposit notice or receipt","12 months of payment history"],"steps":[{"do":"After 12 months of on-time payments, ask BGE to return the deposit with interest.","channel":"customer-service-phone"},{"do":"If BGE refuses, file a complaint with the PSC Consumer Affairs Division."}],"facts":[{"kind":"limit","claim":"A residential deposit cannot exceed 2/12 of estimated 12-month charges for monthly billing. Deposits under $150 may be paid over at least eight weeks, over $150 over at least 12 weeks.","issues":["deposit_refund"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Deposits earn simple interest and are returned after a good payment record of 12 months of on-time payment.","issues":["deposit_refund"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE holds a residential deposit at least one year and refunds it with interest if the account is current, bills were paid on time for 10 of the past 12 months, and service was not terminated for non-payment in that period; otherwise it is reviewed every 12 months.","issues":["deposit_refund"],"source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"BGE's Deferred Payment Arrangement requires no defaulted BGE payment plan in the past 18 months, a total past-due amount under $5,000, no active BGE payment plan, and any chosen down payment within 2 days of enrollment.","issues":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Special Needs Program customers, BGE makes two attempts to contact them before a termination. Enrollment requires an agreement to pay unpaid and current bills.","issues":["disconnection"],"source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"known_blockers":["bge.com HTML pages return empty to automated fetches; use the phone lines.","The medical certification must be on the PSC-approved form and reach BGE by the day before the termination date."],"official_domains":["bge.com"],"security":{"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"bge","name":"Baltimore Gas and Electric Company","sector":"utility","website":"https://www.bge.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with BGE first, pay the undisputed part, ask for a free meter test or cancellation of an off estimate, then go to the PSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call BGE and dispute the bill. Withhold only the disputed amount and keep paying undisputed and future bills.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"do":"If not resolved, ask for a BGE supervisor.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"do":"If usage looks wrong, ask BGE for a free meter test. If an estimated bill is far from normal usage, ask BGE to cancel it."},{"do":"If BGE does not resolve it, file a complaint with the PSC Consumer Affairs Division."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Smell natural gas (leave the area first; 911 also accepted)","value":"+1-877-778-7798","hours":"24/7","notes":"The contact page also lists 1-800-685-0123 as a backup line.","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customers","value":"+1-800-265-6177","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Maryland customers must raise a problem with the utility before filing with the PSC Consumer Affairs Division. A customer may withhold only the disputed amount while it is under review and must keep paying undisputed and future bills, or service may be terminated with notice.","issues":["billing_error","disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"fee","claim":"The utility must test the meter free of charge on request, but not more than once every 18 months; the customer may be present. A Commission referee test costs $10, refunded with an account adjustment if the meter is outside 98%-102% accuracy.","issues":["billing_error"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Estimated bills must be marked as estimated and must still be paid. If an estimate is far from normal usage, the customer can ask the utility to cancel it; the next bill then covers two months.","issues":["billing_error"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Maryland Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["bge.com HTML pages return empty to automated fetches; use the phone lines.","The medical certification must be on the PSC-approved form and reach BGE by the day before the termination date."],"security":{"official_domains":["bge.com"],"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in central Maryland. Regulated by the Maryland Public Service Commission (PSC), Consumer Affairs Division; the Maryland Office of People's Counsel represents residential ratepayers. bge.com HTML pages return empty to automated fetches; values below come from bge.com search results, BGE's 2022-2023 residential Consumer Reference Guide PDF, and the PSC consumer FAQs.","warnings":[]},"disconnection":{"company":{"id":"bge","name":"Baltimore Gas and Electric Company","sector":"utility","website":"https://www.bge.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Maryland requires 14 days' notice; no shutoff at forecast 32F or below or 95F or above; a medical certificate adds 30 days.","evidence":["termination notice","account balance","medical certification form","energy assistance application"],"steps":[{"do":"Call BGE before the termination date and ask for a Deferred Payment Arrangement or, on a fixed benefit income, the Bill Extender Plan.","channel":{"id":"payment-arrangement","type":"web_form","label":"Payment arrangements (Deferred Payment Arrangement, Bill Extender Plan)","value":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","purposes":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"}},{"do":"If someone has a serious medical condition, have a doctor, certified nurse practitioner or physician assistant complete the PSC-approved medical certification form and send it to BGE no later than the day before the termination date."},{"do":"Apply for energy assistance (OHEP, EUSP, Fuel Fund of Maryland), and ask about the Utility Service Protection Program if you qualify for MEAP.","channel":{"id":"payment-assistance","type":"web_form","label":"Assistance programs (OHEP/MEAP, EUSP, Fuel Fund of Maryland, Assistance Finder)","value":"https://www.bge.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.bge.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"}},{"do":"If someone is elderly, disabled, seriously ill or depends on electric medical equipment, enroll in the Special Needs Program.","channel":{"id":"special-needs-mail","type":"mail","label":"Special Needs Program enrollment (fax 443.213.3302)","value":"BGE Special Needs, Room 720, P.O. Box 1475, Baltimore, MD 21298-9979","purposes":["disconnection"],"notes":"Seriously ill or equipment-dependent customers need forms from a certified physician or certified nurse practitioner.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"do":"If BGE does not help, contact the PSC Consumer Affairs Division before the termination date."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Smell natural gas (leave the area first; 911 also accepted)","value":"+1-877-778-7798","hours":"24/7","notes":"The contact page also lists 1-800-685-0123 as a backup line.","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customers","value":"+1-800-265-6177","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"web_form","label":"Payment arrangements (Deferred Payment Arrangement, Bill Extender Plan)","value":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","purposes":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Assistance programs (OHEP/MEAP, EUSP, Fuel Fund of Maryland, Assistance Finder)","value":"https://www.bge.com/my-account/customer-support/assistance-programs","purposes":["disconnection"],"source":"https://www.bge.com/my-account/customer-support/assistance-programs","last_verified":"2026-10-12"},{"id":"special-needs-mail","type":"mail","label":"Special Needs Program enrollment (fax 443.213.3302)","value":"BGE Special Needs, Room 720, P.O. Box 1475, Baltimore, MD 21298-9979","purposes":["disconnection"],"notes":"Seriously ill or equipment-dependent customers need forms from a certified physician or certified nurse practitioner.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Gas and electric utilities in Maryland must give at least 14 days' notice before terminating service.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"From November 1 to March 31, a utility cannot terminate residential gas or electric service for nonpayment without first filing an affidavit with the PSC at least 24 hours before, certifying no threat to life or health.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"No termination for nonpayment is allowed when the 6 a.m. forecast is 32F or below, and no electric termination when it is 95F or above.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A medical certification on the PSC-approved form makes the utility withhold termination for an additional 30 days. The customer must then promptly agree to a payment plan for unpaid and current bills.","issues":["disconnection"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE's Deferred Payment Arrangement requires no defaulted BGE payment plan in the past 18 months, a total past-due amount under $5,000, no active BGE payment plan, and any chosen down payment within 2 days of enrollment.","issues":["disconnection"],"source":"https://www.bge.com/MyAccount/MyBillUsage/Pages/PaymentArrangements.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"For Special Needs Program customers, BGE makes two attempts to contact them before a termination. Enrollment requires an agreement to pay unpaid and current bills.","issues":["disconnection"],"source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Maryland Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["bge.com HTML pages return empty to automated fetches; use the phone lines.","The medical certification must be on the PSC-approved form and reach BGE by the day before the termination date."],"security":{"official_domains":["bge.com"],"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in central Maryland. Regulated by the Maryland Public Service Commission (PSC), Consumer Affairs Division; the Maryland Office of People's Counsel represents residential ratepayers. bge.com HTML pages return empty to automated fetches; values below come from bge.com search results, BGE's 2022-2023 residential Consumer Reference Guide PDF, and the PSC consumer FAQs.","warnings":[]},"service_outage":{"company":{"id":"bge","name":"Baltimore Gas and Electric Company","sector":"utility","website":"https://www.bge.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage to BGE and check the outage map.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage by phone and check the outage map.","channel":{"id":"outage-phone","type":"phone","label":"Report power outages and downed power lines","value":"+1-877-778-2222","hours":"24/7","purposes":["service_outage"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"gas-emergency-phone","type":"phone","label":"Smell natural gas (leave the area first; 911 also accepted)","value":"+1-877-778-7798","hours":"24/7","notes":"The contact page also lists 1-800-685-0123 as a backup line.","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report power outages and downed power lines","value":"+1-877-778-2222","hours":"24/7","purposes":["service_outage"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customers","value":"+1-800-265-6177","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"outage-map","type":"web_form","label":"BGE outage map","value":"http://outagemap.bge.com/","purposes":["service_outage"],"source":"https://psc.maryland.gov/regulated-utilities/current-outage-information/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Maryland Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["bge.com HTML pages return empty to automated fetches; use the phone lines.","The medical certification must be on the PSC-approved form and reach BGE by the day before the termination date."],"security":{"official_domains":["bge.com"],"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in central Maryland. Regulated by the Maryland Public Service Commission (PSC), Consumer Affairs Division; the Maryland Office of People's Counsel represents residential ratepayers. bge.com HTML pages return empty to automated fetches; values below come from bge.com search results, BGE's 2022-2023 residential Consumer Reference Guide PDF, and the PSC consumer FAQs.","warnings":[]},"deposit_refund":{"company":{"id":"bge","name":"Baltimore Gas and Electric Company","sector":"utility","website":"https://www.bge.com","account_url":null},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"Maryland caps residential deposits, allows installments, pays interest and returns the deposit after 12 months of on-time payment.","evidence":["deposit notice or receipt","12 months of payment history"],"steps":[{"do":"After 12 months of on-time payments, ask BGE to return the deposit with interest.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"do":"If BGE refuses, file a complaint with the PSC Consumer Affairs Division."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"gas-emergency-phone","type":"phone","label":"Smell natural gas (leave the area first; 911 also accepted)","value":"+1-877-778-7798","hours":"24/7","notes":"The contact page also lists 1-800-685-0123 as a backup line.","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Business customers","value":"+1-800-265-6177","source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"A residential deposit cannot exceed 2/12 of estimated 12-month charges for monthly billing. Deposits under $150 may be paid over at least eight weeks, over $150 over at least 12 weeks.","issues":["deposit_refund"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Deposits earn simple interest and are returned after a good payment record of 12 months of on-time payment.","issues":["deposit_refund"],"source":"https://psc.maryland.gov/get-help/consumer-faqs/","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE holds a residential deposit at least one year and refunds it with interest if the account is current, bills were paid on time for 10 of the past 12 months, and service was not terminated for non-payment in that period; otherwise it is reviewed every 12 months.","issues":["deposit_refund"],"source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Maryland Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["bge.com HTML pages return empty to automated fetches; use the phone lines.","The medical certification must be on the PSC-approved form and reach BGE by the day before the termination date."],"security":{"official_domains":["bge.com"],"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in central Maryland. Regulated by the Maryland Public Service Commission (PSC), Consumer Affairs Division; the Maryland Office of People's Counsel represents residential ratepayers. bge.com HTML pages return empty to automated fetches; values below come from bge.com search results, BGE's 2022-2023 residential Consumer Reference Guide PDF, and the PSC consumer FAQs.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"BGE's guide says to call 800.685.0123 and ask for a BGE supervisor if a problem is not resolved.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service","value":"+1-800-685-0123","hours":"Mon-Fri 7 a.m.-7 p.m.","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.bge.com/my-account/customer-support/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaint-email","type":"email","label":"Customer email (listed in the 2022-2023 Consumer Reference Guide)","value":"myhomerep@bge.com","purposes":["billing_error","poor_service"],"notes":"Mail: P.O. Box 1475, Baltimore, MD 21203-1475. BGE says not to report gas or electric emergencies by email or online.","source":"https://www.bge.com/cdn/assets/v3/assets/blt71bfe6e8a1c2d265/blt6d63a0fbd96baf97/646cbdf35e543c724d01d4d9/ConsumerReferenceGuide_Residential.pdf?branch=prod_alias","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Maryland Public Service Commission, Consumer Affairs Division. Raise the problem with BGE first or the PSC may withdraw the dispute until the company responds.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Maryland Attorney General, Consumer Protection Division.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["bge.com"],"never_asks":[{"kind":"policy","claim":"BGE representatives will never call to ask for cash or to ask the customer to buy a prepaid credit card to pay the bill.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to sell electricity, to ask for immediate payment with a prepaid cash card or cryptocurrency such as bitcoin, or to ask to see the energy bill.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE will never call or come to a home or business to ask for the BGE account number or other personal information such as a Social Security number or Taxpayer Identification Number.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"},{"kind":"policy","claim":"BGE never collects payments at kiosks that issue prepaid cash cards and does not accept payment in cryptocurrency such as bitcoin.","source":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers falsely claim that electric or gas service will be disconnected unless payment is made, and tell the customer to buy a prepaid credit card and call back a different number with the PIN or other personal information.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers spoof caller ID so that the call appears to come from a BGE number.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impostors pose as utility workers to get into homes. They may carry official-looking credentials and often work in pairs.","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a utility-related scam to BGE","value":"https://secure.bge.com/Myaccount/CustomerSUpport/pages/ReportimpostersScams.aspx","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"},{"id":"report-scam-phone","type":"phone","label":"Verify a call, visit or account status (customer service)","value":"+1-800-685-0123","source":"https://www.bge.com/my-account/customer-support/contact-us/fraud-and-theft/imposters-and-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":30},"verified_from":{"page":30},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 30 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}