FAQs for Maryland Customers

FAQs for Maryland Customers.docx

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Why can Spring Power and Gas no longer service customers in Maryland?

 Due to a recent ruling in Maryland, energy suppliers must now bill customers separately from the utility. However, your agreement with Spring Power & Gas is not affected by this change, as you are billed by the utility for both utility and supply charges. We appreciate the opportunity to have served you during your time with us.

What will happen to my current service with Spring Power and Gas? 

Your service will be transitioned back to your local utility company for supply service. This change will ensure there is no interruption in your energy supply.

When will this change take effect? 

The transition will take place over the next 45 days. You will receive a letter in the mail from Spring Power & Gas  with details about your service arrangement.

Will there be any interruption in my energy supply during the transition? 

No, there will be no interruption in your energy supply. The transition will be seamless, and your local utility company will ensure continuous service.

Will my rates change once I am returned to the utility for supply service? 

Your rates may change based on the rates set by your local utility company. For specific rate information, please contact your local utility.

Do I need to take any action for this transition to occur? 

No action is required on your part. The transition will be handled automatically by Spring Power and Gas and your local utility company.

Who should I contact if I have questions or concerns about this change? 

If you have any questions or concerns, please contact our customer service team at 1-888-710-4782 or info@springpowernadgas.us  You can also reach out to your local utility company for more information.

What will happen to my rewards?

Response: Per your agreement you will continue to have access to the rewards for as long as the account is active with Spring. I would recommend utilizing any available rewards points at this time.

Can I choose a different energy supplier instead of returning to the utility? 

Yes, you have the option to choose a different energy supplier. Please visit the Maryland Public Service Commission's website for a list of approved energy suppliers in your area.

Why did the state regulations change?

State regulations can change for a variety of reasons, including policy updates, market conditions, and efforts to protect consumers. For more details on the specific regulatory changes, please refer to the Maryland Public Service Commission's announcements.

Will Spring Power and Gas be able to service Maryland customers in the future?

At this time, we do not have information on whether we will be able to service Maryland customers in the future. We will keep our customers informed of any changes.

MD 45-Day Drop Notice

Summary:

A significant number of drop letters have been sent to MD customers regarding their service or agreement with Spring Power & Gas. These letters notify customers that they have 45 days before their accounts are closed.

How to Identify these accounts?

To identify these accounts, please refer to the "Call Note" tab. (See example below.) The affected accounts will display a call note indicating a "45-Day Drop Notice," dated 01/02/2025.

Call Handling:

Inform Customers that their account will return to the utility after the 45 days, which will now appear as their supplier.

Escheatment Letters

It’s the time of the Year, customers will receive an Escheatment Letters for unclaimed property with KE NY, and SPG Pennsylvania.

This Claim must be done before March 1st of 2025 for PA customer and NY customers need to be done before February 15 2025. Customers who miss this deadline will be required to contact the state to claim these funds.

You will need to follow the next steps:

CS reps will be required to verify and update all customer information including name, address, email, and phone number.

A child call note (CLOSED) must be added to the escheatment call note. The following text will auto-populate: “The customer received the escheatment letter and is requesting the unclaimed Ecogold Cashback. The customer’s name and mailing address has been verified and confirmed. The business is reserving up to 90 days for payment processing.”

Script:

Thank you for reaching out to us regarding the unclaimed property letter dated August 2022. Please allow me to verify your account information so that I can assist you with this.

(Verify info, confirm any changes to mailing address, and add the child note.)

I have updated your account, and your information will be submitted to the proper department handling your claim. Please allow 90 days for the check to be issued. For further inquiries you can reach us here by phone or I can provide you with our (rewards@) email address.