Baltimore, MD - Dec. 31, 2025 - The Maryland Public Service Commission issued an order Tuesday, detailing steps Baltimore Gas and Electric needs to take to remedy call center issues.

"BGE acknowledges there are systemic failings with its call center. These issues, which are anticipated to worsen over the coming weeks with increased call volumes, drive the need for immediate and corrective action," the order said.

Officials said over the last few months, there have been more than 650 complaints against BGE's call center with customers being stuck on hold for hours, being disconnected entirely, never receiving callbacks, dealing with unsuccessful attempts to reach customer service representatives and the inoperability of BGE's customer self-service website and mobile app.

During a PSC hearing two weeks ago, officials with BGE acknowledged the issue and said they are working to fix the issue by hiring around 30 more employees, some of which will fill currently vacant positions, as well as making tech improvements to the call system software to ensure more reliable callbacks. BGE officials explained that while call volume hasn't largely increased, the complexity of the calls has, resulting in longer wait times.... Read More: FOX45