Maryland PSC to Hold Hearing After BGE Call Center Leaves Customers Waiting

Utility regulator to investigate high volume of customer complaints about BGE's unresponsive call center.

Published on Feb. 3, 2026

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The Maryland Public Service Commission (PSC) is set to hold a hearing on Wednesday morning to investigate ongoing issues with Baltimore Gas and Electric's (BGE) call center. The PSC says it has received over 600 customer complaints in the latter half of 2025 about not being able to get through to the utility's customer service line, with many callers reporting long wait times or no one answering the phone.

Why it matters

Access to a responsive utility call center is a basic expectation for customers, and the high volume of complaints suggests BGE may be falling short in providing adequate customer service. The PSC hearing will examine what steps BGE is taking to address the problem and whether further regulatory action is needed to ensure customers can reliably reach the utility.

The details

The upcoming PSC hearing is a follow-up to a previous session last month where the regulator's consumer affairs division questioned BGE about the high number of customer complaints. At that time, BGE acknowledged the issues and said it was working to add more employees, though it would take weeks to get new hires trained and up to speed. The PSC has now told BGE that it needs to do more to improve call center responsiveness and customer service.

  • The PSC hearing is scheduled for Wednesday morning, February 5, 2026.
  • The PSC says it received over 600 customer complaints about BGE's call center in the latter half of 2025.

The players

Maryland Public Service Commission (PSC)

The state regulatory agency that oversees public utilities in Maryland, including BGE.

Baltimore Gas and Electric (BGE)

The major electric and gas utility serving the Baltimore metropolitan area.

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What’s next

The PSC hearing on Wednesday will examine what specific steps BGE is taking to improve call center operations and customer service, and whether further regulatory action may be necessary.

The takeaway

This case highlights the importance of utility companies maintaining responsive and accessible customer service, especially for essential services like electricity and gas. The PSC hearing will scrutinize BGE's efforts to address the high volume of customer complaints and determine if additional oversight or requirements are needed to ensure reliable access to the utility's call center.