Current Date/Time: 6/14/2025 6:44:50 AM
Linked Comments
OO-2025-0233
| Comment No. | Date Filed | Comments |
|---|---|---|
| P202501759 | 2/28/2025 9:07 AM | "I just wanted to voice that I've been having billing issues with Liberty for over a year now and I keep getting different excuses as to the reason for the billing issues. I never had these problems when it was Empire or Laclede. Something needs to be done and I am glad the PSC is looking into it." |
| P202501760 | 2/28/2025 9:23 AM | Had issues with Liberty billing for the past 4.5 years spanning over 2 different addresses. Nov/Dec 2021 Liberty charged customer $300 for a vacant lot at 1163 Ornate Ln, Diamond MO 64840 and 2022 the consumer was incorrectly charged $15 per month for 2 years for her neighbor's light pole. She was never reimbursed or credited for the error. |
| P202501761 | 2/28/2025 10:15 AM | Everything was fine until Liberty changed their computer system about 6 months ago. I am enrolled in auto pay. They skipped taking a payment 1 month & started collecting a month behind. For example, the old system would have drafted a payment in March for what I used in February. Then it changed to it wouldn't draw that payment until April. Then it skipped taking payments for two months and then took 3 payments at once for different amounts than the original bills. By this time the original bills were "gone" from the system and replaced with the new amounts. I have been printing to PDF when a new bill comes. In March maybe they may take payments for 3 months since they haven't taken any since Dec. Customer service is polite but not helpful. |
| P202501762 | 2/28/2025 10:49 AM | The customer contacted and stated that the main issue is billing, which has been the case since Empire began DBA Liberty with format changes. Older customers are unfamiliar with grids and graphs that can help explain usage. Older and less educated customers were familiar with the previous format. It was simpler. For a period of two months, his bills were not sent on time. He needed a three to four-day extension or he would be shut off. He contacted to make arrangements, but the agent was rude and unresponsive. He called back the next day, and the agent was pleasant and polite. Overall, the operation has been in the public interest. |
| P202501763 | 2/28/2025 11:28 AM | "The chain of command at Liberty is a joke and needs to be documented. I turned in an application for direct withdrawal from my bank account in Dec. 2024 and received a notice of disconnection in Feb. and had to fill out another application. They lost my 1st app and cancelled check and would never let me speak to a supervisor. " |
| P202501764 | 2/28/2025 11:34 AM | "Liberty is terrible. Their TOU are ridiculous, you are charged more from 6am to 10p,- that is ALL day. Also, the Billing system is horrid. The bills are misleading-constantly showing past due amounts and when you call them they say 'Oh just disregard it, its just our system is messed up' -well an elderly person may not call and will be paying more than they should since they are not told to "Just disregard" and lastly, Liberty charges a fuel surcharge for each meter every month when they do not even come out to read the meter. They are making stuff up to charge customers for. " |
| P202501765 | 2/28/2025 11:37 AM | "We spent thousands of dollars to install our own well but it and others in the neighborhood have dried up because Liberty is over-pumping their water to cool down transformers." |
| P202501766 | 2/28/2025 11:39 AM | "Liberty electric company, Galena, Kansas or Joplin, Missouri. I was watching local news. They were discussing They were discussing liberty electric billing issues. I had also set up an auto pay from my bank to liberty electric and during the last year. " |
| P202501767 | 2/28/2025 11:44 AM | "To supplement your investigation I wanted to share with you the following. My family installed a solar system in August 2018. We were extremely pleased with the purchase for about 1.5 years. Then Liberty came through and replaced our electric meter. (Even though we had a new meter installed with the solar system just 1 year prior.) Our bill immediately went up. After about a year of consistent higher bills I contacted Liberty to inquire and explain this story. The agent said the "new" meter would be more accurate than my old meter (that was also new) and thus the reason for a higher bill..."*Please see attached for full comment. |
| P202501769 | 2/28/2025 12:33 PM | My elderly parents heated with wood until their 80's, at which time they contacted Liberty to connect gas. They already had the lines and heating stove. Liberty refused, saying they would have to have another gas appliance, so they could bill them all year long. My parents didn't buy another gas appliance, so we had to move them out of their home, since they were too frail to continue burning wood. I hate the fact that I can't shut my gas off during the summer months, and use it only for heat. The customer charges each month are more than the gas. My son shut his gas off in the spring one year, and he had to pay a customer charge for all the summer months he didn't use gas. This company extorts its customers, and won't let them save money. |
| P202501770 | 2/28/2025 1:20 PM | Customer contacted to say she had never had a problem with her account at Empire District. She went months without receiving her bill. She went ahead and paid it because she is on a level payment plan and does not want to be stuck with an enormous bill. She has two properties. When it was Empire, the bill was condensed. Now she receives two bills. One is due at once, and the other at another time. She cannot schedule them on the same date. When you get down there, there are only a few windows open in the lobby, but there are people there. Only one worker manages the drive-thru, which becomes backed up to the street. She does not grasp what the people are doing down there. She suggests we look at the initial letter they provided to the custo |
| P202501771 | 2/28/2025 1:26 PM | Customer called and stated that he has not received a bill since August 2024. He talks to them every month. He always receives the same response: they'll get him one sent out. He is on a fixed income. It's frustrating. |
| P202501772 | 2/28/2025 2:06 PM | "It is not fair that the company is able to send me a $1600 bill when I called every money asking what my balance is. It is ridiculous that the PSC allows this and thinks it is okay to do to people. |
| P202501773 | 2/28/2025 3:39 PM | Liberty billing is so outrageous. I am averaging monthly bills ranging from $600-$900 per month and I use wood for heating. This cannot be right. When Liberty finds out we have contacted the PSC they retaliate with hatefulness and making every attempt to shut off power. |
| P202501774 | 2/28/2025 3:45 PM | "I have to say that Liberty is a nightmare to work with. They do not communicate at all. They do not try to explain or fix their billing mistakes that have been going on since March/ May 2024. They do not follow the rule that they provide twice as long as the billing mistakes were made to pay it back. " |
| P202501782 | 3/3/2025 8:48 AM | "Liberty is a horrible company with terrible customer service, and terrible business practices. They have cheated customers out of their money through their billing for too long. Please hold them accountable." |
| P202501783 | 3/3/2025 8:57 AM | "I also want to file a complaint against liberty utilities. They are throwing random charges on our bills that have nothing to do with our service and also hiking rates also! Had a charge of $18 last month and this month for a February 2021 storm it says. I haven’t even lived in the city that long let alone at my current address. Something needs to be done to get our money back and stop the random charges and rate hikes! Please and thank you, Concerned Branson, MO homeowner" |
| P202501784 | 3/3/2025 10:05 AM | "Liberty is price gouging our bill. I live in a 70 ft trailer and the only thing that runs somewhat continuously is the furnace. My bill is over doubled in the last 5 years. This is price gouging. We were told the new meters would help w/ costs but our bills have only increased because of this. |
| P202501785 | 3/3/2025 11:04 AM | "Liberty has been horrible with sending out bills. I have called for several months trying to get them to send bills with no luck. Now I have received4 bills in the mail today for the last several months." |
| P202501788 | 3/3/2025 12:58 PM | Their charges are outrageous compared to other companies right down the street. People can no longer afford their rent due to increasing utility prices. They are price gouging. They are killing us." |
| P202501790 | 3/3/2025 9:25 PM | I regret living in a house that liberty serves . I’ve never had such high electric and water bills in my life and I can barely afford to live like this . I never even have lights on and use the bare minimum of heat and air both . Yet I still can’t afford it . No one can! And we can’t move to a house that’s not on liberty because no one will live in a liberty services house ! Something has to be done ! Also the water has an intense chlorine smell that some outside source needs to investigate. It literally smells like a swimming pool and it’s my believe our health is at risk |
| P202501791 | 3/4/2025 8:48 AM | "In my experience, Liberty tries to cover up and lie about why their billing is so high and so wrong. They try to charge the amount they want to charge and not base it on actual usage. PSC, please put a stop to this. " |
| P202501792 | 3/4/2025 10:02 AM | We are charged monthly for closure of Asbury coal plant and February 2021 storm. My understanding is that this charge will continue for 13 years. This seems excessive. Is this an acceptable practice to charge multitudes of customers for this for so long? I would think that these costs are just part of doing business, not something to be passed along to their customers, and especially for so long!! |
| P202501795 | 3/4/2025 6:48 PM | I live alone in a 1600 square foot house. In my opinion Liberty rates are too high and billing is a mess. February electric bill was $230.15 + $62.84 balance forward (BF). January electric was $288.26 + $59.21 BF. December electric was $152.45 + $60.86 BF. My primary heat is propane but I did run a space heater when it was really cold. February water bill was $62.84 + $347.47 BF. I'm on autopay so don’t know why there are balance forwards.. You would practically have to make a spread sheet to figure out what you are being billed for and from when. The $703.30 total utility bill for February was a record for me. I'm half a mile from people on Southwest Electric which has more reasonable rates and regret buying a house on Liberty. |
| P202501796 | 3/5/2025 8:35 AM | I heard on the news that the PSC is investigating Liberty. I wanted to add my greivences. It took me over a year to fix an issue with them. I was on the Budget plan and each month I kept getting behind. It took a whole year to get off of there |
| P202501799 | 2/28/2025 | After the PSC ordered an investigation into Liberty Shawn wanted to file a comment into the case regarding issues he has had with Liberty electric service. His issues have been resolved at this time but still wanted the Commission to be aware of his issues. He has several commercial accounts with Liberty under his business Parity Services. He has had numerous billing issues with Liberty with the new CIS system. Receiving no bills for months, combo account billing not working properly, and receiving some bills on some accounts but no bills on others. |
| P202501803 | 3/5/2025 12:03 PM | Since July 2024, we have faced ongoing billing issues with Liberty Utilities—missing bills, false charges, and conflicting explanations. Despite many calls, visits, and a public meeting, the problems persist. We were wrongly billed for 44,000 gallons of water and an electric bill of $1,099.85. Liberty corrected some errors but failed to fix others. As retirees, budgeting has been impossible. Yet, on March 3, we learned Liberty raised rates while still failing to bill us correctly. We demand immediate resolution. Full details are in the attached document. |
| P202501805 | 3/5/2025 1:24 PM | My son lived in Bolivar MO and received outrageous bills for his small 1 bedroom apartment - sometimes over $300 for one month in a small, 1 bedroom apartment with normal electrical utility usage. Liberty charges OUTRAGEOUS rates for its electricity. Liberty makes a strong case for why utilities should NOT be private sector suppliers. |
| P202501806 | 3/5/2025 1:49 PM | "Liberty has been a nightmare to deal with. This being a Canadian company having all of this control over our electricity AND water! Their billing is horrendous, it seems they are just making up numbers to charge their customers. " |
| P202501808 | 3/6/2025 8:43 AM | Starting Summer of 2024 Liberty has incorrectly billed or not even sent out bills to me for electric usage. I"ve talked to them several times regarding billing. They have told me that I was behind on the bill for both my house & garage by several months. I told them that the bills I've seen I've paid. They had not sent out correct bills regardless of the several phone calls to them regarding this issue. They said that I was behind by more than $1000 but I didn't get a bill from them with that Information. I had sent in a check for $1000 but according to the newest incorrect bill...its just sitting in the account with a positive balance of $1000. I've called & emailed the company at least once a Month since July regarding billing issues. |
| P202501811 | 3/6/2025 9:29 AM | I am contacting you again. Nothing has changed Liberty is not sending bills that are easy to read and they are caring balances over I had a water meter malfunction .They charged too much on water and sewer and I don't think what they are trying to refund it correctly The local offices in Joplin and Ozark here can not help customers because they don't understand these bills I have concern why are we charged for a storm that happened in 2021 they call it an Asbury on the invoices, They need a complete audit.and an change the invoice system back like the ones that there sending out before that April change that was sent to Canada, People don;t have clue as to what they are paying I know they are under investigation, *See attached |
| P202501816 | 3/6/2025 11:35 AM | "I've lived in the same home for 38 years, my electric bill usually runs $80-$180 per month, but since Liberty's billing issues have started, my bills have increased to $400.00-$600.00 per month! They have sky-rocketed! Liberty is doing something wrong." |
| P202501817 | 3/6/2025 12:24 PM | Liberty billing is terrible. Liberty states they have to add up amounts from missing bills -but I received bills every month and paid them so that is not true. Also, I had a credit of $240.00 for Nov for an overpayment and then a credit for 241.63 on 01/02- then rec'd a bill for $303.96 on 01/02. I want to know where and when the credit was applied. I am certain I have overpaid Liberty but their billing is such a mess it is hard to pinpoint. |
| P202501820 | 3/6/2025 3:04 PM | Customer contacted to say her husband died in September 2024, so she doesn't use it very much. She goes to work and returns. Her bill more than doubled in the last month. We need to look at their fees. They tack on $50. (When I attempted to obtain more information, she disconnected the call). |
| P202501821 | 3/5/2025 | Customer called and stated that he now has a bill totaling about $1500. For months, he never received a bill. He cannot afford the bill. He does not know what to do. Liberty claimed it's their computer system. He has yet to hear back about a payment arrangement. (A complaint was also filed). |
| P202501825 | 3/7/2025 10:44 AM | "We placed my mother in a nursing home in January yet her electric bill stayed the same even though there should've been less usage. I also recently had an issue w/ not receiving my January bill. I had to go to the local office yesterday after receiving two billing statements. They assured me they have the issue corrected but I will see on my next billing statement" |
| P202501839 | 3/10/2025 12:22 PM | "Liberty is not competitive on the rates. Their billing practices are ludicrous. People are forced to have Liberty as their provider and Liberty is completely taking advantage of that lack of choice, charging 65% more than the power company in town that I cannot choose and now they have the audacity to ask for a rate increase. Please do something about Liberty utilities." |
| P202501843 | 3/10/2025 4:20 PM | "Liberty Electric changed their billing system in April 2023. I am concerned that their new system is corrupt and that their customers may not have received proper credit for payments made between April-June 2023. Please investigate to insure that the proper credit is reported and to prevent double billing by Liberty Electric." |
| P202501862 | 3/11/2025 10:06 AM | "I am asking the PSC not to great this rate increase. It is ridiculous. People are already have trouble paying their bills now; we cannot handle this type of increase." |
| P202501882 | 3/11/2025 5:32 PM | I have been a customer of Liberty for multiple years. I work in public service / non-profit and not only do I struggle to keep up with Liberty's rates for my 2 bedroom apartment, I also see many members of the public daily who express concerns about being able to pay Liberty rates. I have also personally known people who have become homeless because of exorbitant Liberty bills. I have a relative who is a single parent living in a 2 bedroom home, less than 1200 sf, and they have paid upwards of $600 per month to Liberty at times. It is unethical that someone would have to pay almost as much as a rent/mortgage payment to have electricity. Liberty should look internally to solve any perceived profit issues. |
| P202501890 | 3/11/2025 | Joy currently has no issue but wanted to file a comment into the investigation case due to numerous issues with Liberty she has had. She has had 2 periods of not receiving bills and Liberty is inconsistent on providing bills. This makes it extremely hard for someone on a fixed income to know what to pay and when to pay it. There should be no reason that after almost a full year they still have these many issues with this new system. |
| P202501908 | 3/12/2025 8:25 PM | We lived in our home for 2 months and the gas portion of our utilities have totaled over $850. We know it’s has been extremely cold but we kept our thermostat around 68 degrees. |
| P202501911 | 3/13/2025 7:57 AM | "Correction to P202501763 Dec 13, 2024, I attempted to set up direct withdrawal payment for my light bill. I filled out a form, gave a voided check (@ the Office). I was told it could take 6 weeks (I thought this was excessive!) Got my next bill due January 23, 2025 (41 days post application). Direct payment was not completed after 41 days!. February 5, I receive a disconnect notice. I made immediate cc payment. On Feb 6, I went to the Liberty Office in Bolivar, asked to see a supervisor-was told I couldn't. On Feb 6, I called customer service, was sent another app for direct withdrawal-I completed/returned on that date. They have NO document CHAIN OF CUSTODY (correction for previous P202501763) for this process. Poor customer service! " |
| P202501919 | 3/14/2025 12:29 PM | I just now March 12th received my bills for Nov-Dec and Dec- Jan. I don’t have a bill yet for Jan-Feb or Feb-March. I also received 2 bills. One was date March 11th for one amount, then another dated March 12th for a completely different amount with no explanation on why. |
| P202501952 | 3/18/2025 8:06 AM | "Liberty has billed us incorrectly for a long time, they also let billing get run up to $6500.00 after I moved out, when they would shut power off when the bill reached $3000.00 when someone lived there, so why do they let it get so high when no one lived there and it should of been turned off? Sketchy billing practices." |
| P202501993 | 3/20/2025 2:05 PM | The customer called and stated that we cater to Liberty. He has faced numerous power disruptions. The Asbury cost is deemed theft and fraud. If they are incapable of running a business, they should not be in business. They are going to make people homeless. They are harming them. |
| P202502012 | 3/21/2025 2:54 PM | "I am writing today because as I understand it, this is a department to contact in regard to Missouri's investigation into Liberty Electric's false billing practices..."*Please see attached for full comment. |
| P202502018 | 3/23/2025 11:48 AM | I have been a Branson resident since 2003 and make barely over minimum wage in retail sales. Please do NOT let Liberty have this extremely huge rate hike!!! |
| P202502028 | 3/24/2025 11:08 AM | In response to the insufficient “consumer comments” from my call on 3/20/25, I request my actual comments to follow, be used in its entirety. (see attached PDF) |
| P202502034 | 3/24/2025 3:30 PM | "Liberty billing is so messed up, we did not ever receive our March bill that was due on 3/17. My husband had to go and pay it in person. Their billing has been messed up for over a year." |
| P202502037 | 3/24/2025 5:23 PM | I moved into a townhouse on 31 May 24. I had the utilities put in my name. I Had Liberty utilities submit verification to the property manager. I received two bills, which I paid. 44.40 in June 2024 and 158.31 in July of 2024. Had not received any bill after the first two were received. The property manager contacted me in February and told me that Liberty utilities had sent them a bill for $700.00, and I would be responsible for the balance. The property manager also told me that another tenant in the same complex had been receiving my bill and paying it. After the first two bills that I received. I would receive a bill for someone else. I assumed it was the last tenant to live in my unit. I took the bills to the Post Office and told the |
| P202502040 | 3/25/2025 7:55 AM | "My husband and I are both medical professionals who recently accepted positions at a hospital in Bolivar, Missouri. As part of our transition, we sought to establish roots in the community and began searching for housing. We engaged with local residents through the Bolivar Facebook page, eager to integrate into the area and make a home there. However, after receiving extensive feedback from the community regarding the severe financial burden imposed by Liberty Utilities, we made the difficult decision to rescind our offer on a home in Bolivar..."*See attached for full comment. |
| P202502052 | 3/26/2025 8:20 AM | "Liberty Utilities failed to bill me for almost 8 months following the switch to their new billing system..."*See attached for full comment. |
| P202502054 | 3/26/2025 10:35 AM | I have been getting varying water bills since December with bill as high as $600.00 this month. I have been working with Liberty to get these addressed but unfortunately this has not yet happened and I continue to get the run around from them. I included my most recent bill. How this is not being addressed since December is really frustrating. |
| P202502057 | 3/26/2025 11:14 AM | "We went 6 months w/o receiving a billing statement even though I called each month. We've now received all 6 at once. I am going to call Liberty to pay it but think it is unfair that they are able to do this." |
| P202502073 | 3/27/2025 3:52 PM | I previously filed a complaint (CI202401415) regarding late billing. Although the issue had gotten slightly better for a short period...the issue has re-surfaced starting with the February 2025 billing cycle. I did not receive my bill by mail until 10 days AFTER it's due date for February. This most recent month my due date was 3/25. I still have NOT received a paper copy in the mail. Last months bill was mailed bulk mail, with no post mark nor proof of service. According to a Liberty customer rep, it's not their problem. How is it that all other vendors can get their bills mailed efficiently but not Liberty? I have signed up for the email notifications, but their emails do not reflect the entire bill amount. |
| P202502075 | 3/27/2025 8:30 PM | I am on the even payment plan, however I am not being charged the amount I was told I would be paying. Plus I don't always get the monthly statements. When the new billing was started never got my statements for 2-3 months so I didn't have my new account number. I called every week asking how to pay my bill and I was told that I would be getting a statement. It turned out being in the 3rd month of no statements when I finally got someone on the phone that said she could take my payment over the phone,. At that point it was over $800. And the new bill would be due in less than a month |
| P202502090 | 3/31/2025 12:20 PM | It's March 31, and Ms. Kraxberger several of her neighbors still haven't received a bill (has happened many times of the past year). When she called, the company said the bill was sent March 27. When she asked the due date on the bill, she was told March 27. She uses auto-debit, so has a credit to cover the bill, but her neighbors don't. Ridiculous billing. |
| P202502092 | 3/31/2025 1:17 PM | Requesting an investigation into the rate increase and billing practices please! |
| P202502094 | 3/31/2025 4:27 PM | Just received this months email regarding bill due. Email states I owe $216, Logging into Liberty's billing website shows I have a credit of $-14.13 Downloading a PDF of the bill shows a credit of -12.31 Looking at billing history shows last months bill Statement Date is 10 days AFTER the Due date! None of the last 3 months billed vs payments history even add up! Called Customer service, again, after several minutes of being on hold. I was told their is yet again another billing issue this month and I should receive a updated/new bill within the next week. To watch for a new email/bill and if I don't receive anything within a week to call back. All documents attached. |
| P202502101 | 4/3/2025 12:04 PM | I have attached a complaint letter with proof of billing practices that are unacceptable. |
| P202502102 | 4/3/2025 3:19 PM | "Liberty is price gouging, they constantly have billing issues. " |
| P202502105 | 4/4/2025 8:01 AM | "I'm writing in regards to concerns about very high utility bills through Liberty. Everyone I have talked to with their service states the bills are high and have been increasing over time, as have mine. I have lived in the same place for 5 years now and have noticed a huge increase with no reasonable explanation. My neighbors bill is higher than mine by quite a bit, and he doesn't have an upstairs, hardly runs the furnace, does not have a washer and dryer and is only him in the home. I am writing in hopes of this being investigated and a resolution where people don't feel like their only utility company option is price gouging them. The prices are ridiculous, the people of ozark just wish for lower utility bills." |
| P202502109 | 4/4/2025 10:51 PM | We have had constant issues with billling with Liberty for gas and sewer. We were charged for gas we didn’t use. We had to call them to get it cleared up and it took months. Now they have doubled our sewer bill. We live in a subdivision with an HOA, but the contractor sold our sewer to Liberty without a vote. He should be investigated, also, as he has not turned the HOA to the homeowners as promised multiple times. He charges us for the HOA every year, but doesn’t enforce the rules or provide anything in return for our money. Brandon Williams out of Cape Girardeau. |
| P202502110 | 4/5/2025 10:03 AM | We have solar panels with projected100% return. I can track our solar within an app. Multiple months we have received 100% or more to cover our usage. However, we’ve had bills worth hundreds of dollars on top of that. This past month stopped giving us any credit for our solar, which was 1.5 times the amount we needed to cover our usage. They also skipped a billing period, leaving us with a massive bill. And they take no accountability for these errors. This has created a major impact on our local hospital, school system, and is leading to a major housing crisis for which the impact will stall the growth in our small community. Businesses cannot keep up with electric bills that are double the amount of their lease. |
| P202502113 | 4/7/2025 10:49 AM | They have been messing up my billing for quite some time now. This needs to be investigated and corrected. |
| P202502117 | 4/7/2025 4:15 PM | "Hello, i am a community member in Bolivar Mo. As a community we are suffering from astronomical prices from Liberty Electric Co-op. Many of our bills are not making sense, every month personally I am charged a $20 fee in addition to my bill, I recieve 2 due dates a month 1 large amount at the beginning of the month due then another due around the 20th-23rd for that additional fee. My bill due in March was $378.75 before the $20 fee when we haven't increased energy usage. I would like to know our options for getting a different utility in Bolivar, instead of Liberty." |
| P202502118 | 4/7/2025 4:24 PM | "I received three Liberty envelopes by mail on Friday, April 4, 2025, for the same service address. Two envelopes contained billing with a due date of March 25, 2025, indicating I owed $0.00. On the back pages, though, it showed my usage and that I owed $160.55. The third envelope (all for the same account) was the real bill, showing payment of $160.55 due by April 22, 2025. Prior to this, on March 31, 2025, I received an email saying $160.55 due on April 22. The thing is, the accounts on the email message and printed copy do not match. This is all to say that Liberty’s billing continues to be screwed up since it changed in May 2024. I think they should have kept the Empire District billing system instead of merging. |
| P202502119 | 4/8/2025 8:25 AM | Received bill in mail on 4/8/2025. First noticed 1st class postage (previously was bulk mailed) applied to envelope. Postage was from a Pitney Bowes meter, date postage applied is marked "APR 02 2025". Opened envelope and inside on the first page is clearly marked "When is it due? Mar 25, 2025" Thus the bill was mailed AFTER it is DUE? Attached is a copy of the envelope and the bill's due date clearly marked. |
| P202502120 | 4/8/2025 10:50 AM | "I am writing to formally express my deep frustration with Liberty Utilities’ billing system and the negative impact it’s having on small business owners like myself in Bolivar, Missouri. The billing process is disorganized, inconsistent, and lacks transparency. Monthly bills fluctuate unpredictably with no clear explanation, making it extremely difficult to budget and plan expenses—something that is critical for running a business. Their lack of clear communication and delayed notifications only add to the confusion and stress."*See attached for full comment |
| P202502122 | 4/8/2025 3:54 PM | Since June 2022 we have been enrolled in Liberty utilities automatic payment program. In Jan 2025, Liberty completed a software change or update at which time (without our knowledge) we were disenrolled from autopay. We then received multiple warnings regarding missing a payment. We have attempted to enroll in Autopay again and are not able to by their system. They have been unable to fix their software system such that we can enroll in autopay. We have been threatened with shutting our power off on multiple occasions. I use a medically necessary device that requires electrical power. |
| P202502126 | 4/9/2025 9:34 AM | My electric bill was mailed out by Liberty on 3/28- I called them and they confirmed this information. My due date is 3/28! I received my bill 4/8. |
| P202502134 | 4/9/2025 4:25 PM | "My issue with liberty is that my bill is always really high and I just can't afford it. For one person living alone, and being on disability income, I should not have a $500 bill for 1 month. That $500 bill also did not include water, sewer, or wastewater because I moved to a new house in bolivar and liberty informed me yesterday at the office in bolivar that I will be getting a big bill soon because they accidentally were not charging me for water since I moved, which was in September. So now I will have 8 months of water to catch up on plus my electric next month all in one bill or my services will be shut off. " |
| P202502135 | 4/9/2025 4:31 PM | Moved to Willard Mo summer of 24. Pretty streamlined, but for the past 4-5 months received no bills, no messages from Liberty. Then in 2-3 day time period received 8-10 bills all due 4/3/25. When calling about this situation Liberty sited "system failure" and "incorrect accounting". |
| P202502141 | 4/10/2025 8:36 PM | Please see attached file for full comment. Very detailed, with too much information to fix in the comment box. |
| P202502142 | 4/11/2025 10:35 AM | "Liberty billing is very messed up. I received 2 bills in the mail for the same account, one stating I owe money the other stating I have a credit. Also, I was told that their new system does not recognize solar customers and I don't think I am getting credit for my solar energy produced. I have also submitted a complaint." |
| P202502152 | 4/13/2025 12:05 PM | Liberty continues to have delays in billing. This will then cause the bill to be late; incurring late fees. Each bill I receive shows differing amounts. I recently received 5 statements showing a (-) negative balance. Yet when I log on, it shows that I owe over $150. The company also recently changed their account numbers causing me, the consumer, the inability to log-in and view my current usage and bill. I have called FOUR times to also get my mailing address changed on my bills all without resolve. I have spoken to numerous customer service agents and each one of the assure me that it has been changed in the computer yet it continues to go to old address. Again, this causes a delay in payment. |
| P202502164 | 4/14/2025 8:40 AM | Received two bills from Liberty in the mail on 4/12/2025. Both envelopes have a Pitney Bowes postage applied on 'APR 04 2025". Upon opening both envelopes, clearly marked on the 1st page inside each envelope is my bill(s) both marked with "When is it due? Mar 25, 2025" Both envelopes were duplicates of each other. This will be the 3rd mailing I have received where the bill's due date is BEFORE it was mailed. Liberty reps, continue to point blame to the Postal Service for not delivering the mail on time, but the Postage meter evidence printed on the envelope clearly shows Liberty is not mailing the billing within a reasonable time frame. |
| P202502170 | 4/14/2025 9:45 AM | "The billing from Liberty is an absolute mess. I am receiving 5 bills at a time, envelopes containing 20 pages of conflicting information. I am experiencing delayed billing. If I were a senior citizen, this would be completing confusing (more than it already is)." |
| P202502179 | 4/14/2025 10:30 AM | "I wanted to be included on either or both liberty Invrstigaand wanted have comment added. So far this year to date I have as much on electric as I have my mortage and I hardly use any electricity cause I'm never home. They also charged me an extra bill equalling around 400$ in overpayment. I made a few calls but get no where with them. This monopoly causes a no win situation if don't pay the bogus bills then you can't have service because no other place to get it and then they'd demand a deposit and reconnect fee if ever was to have power again if something doesn't happen before summer I will be selling my home and moving just because of liberty utilities and how the rip people off" |
| P202502187 | 4/14/2025 11:27 AM | We have 32 solar panels on our Seneca Mo house. We have not lived in the house since the last of December. The thermostat is at 50°.Jan bill $21.32. Feb $176.47, March $162.29, April $176.28. This is crazy. There isn't any way that we used that much electricity. Generally, we only have 2 winter bills that are over $100.00. We also make sure all 32 panels are working. I spoke with them and they insisted we DID use that much electricity. It was like talking to a fence post. This needs to be investigated. |
| P202502232 | 4/14/2025 4:06 PM | *See attached for comment |
| P202502436 | 4/16/2025 4:23 PM | "My experience is that I have received 9 bills from Liberty for the same period " |
| P202502561 | 4/21/2025 8:37 AM | This is to be added to my comments if your type this into U-Tube this Town Hall it's 2hrs long & has just a small sample of what WE THE PEOPLE are already feeling. Mr. Wilson you can see in my opinion is double speaking ,lying to the people & catering to share holders, lobbyists etc. To try to get WE THE PEOPLE to pay for their own failings . PSC should be protecting our citizens not Liberty & Canadian shareholders paying them dividends while robbing the "Show Me State" Citizens! I'm sure Mr.Eastlick , Miss Hahn & commission swore an oath to protect the Public Citizens not Corporations. My prayers are you all investigated & Abolished when I'm through. I will be submitting final closing comment soon after getting counsel advise. SEE ATTACH |
| P202502621 | 4/21/2025 2:01 PM | " I received 2 bills with different amounts due and different amounts of water used for the same period. " |
| P202502631 | 4/21/2025 4:24 PM | "I have received 10 bills that were all duplicates- same information. Very wasteful of time and resources." |
| P202502654 | 4/22/2025 10:47 AM | "The billing is terrible. They emailed us the personal data of someone named Jason Gaskill! This makes me wonder what personal data of mine has been compromised. They made the new meters unreadable for consumers which lets Liberty charge what ever they feel like charging with no accountability. " |
| P202502683 | 4/23/2025 8:00 AM | "Hello, I would like to make a complaint about the recent rate increase for Liberty Utilities water service. They provide water services for the subdivision I live in, Lake St. Clair, MO 63077. They just had a rate increase almost 4 times higher than what it used to be on top of a new meter charge that is significantly higher than the service charge that used to be on our bill. .."*See attached for full comment. |
| P202502694 | 4/23/2025 2:17 PM | I have 3 accounts on auto pay in one building through liberty. They have never gotten my bills correct. Last month, one of my units didn't get charged. This month, the bill is $1800 (normally $300). The usage numbers they report do not match my meter numbers at any point either. Ever since they were changed to touchless read meters, they have flashed error codes. Their billing practices have crippled my business, and may leave my family destitute if something isn't done. Lastly, they refuse to do anything about the inadequate service supplied to my building and are demanding i pay them an additional $20,000 to get proper voltage supplied to my residence. |
| P202502776 | 4/29/2025 8:38 AM | Liberty Utilities' customer website regularly displays a $0 balance due even when a new bill has been issued and payment is required. Customers must dig through multiple layers to find their actual balance, creating a false sense of security and increasing the likelihood of late payment and credit damage. Additionally, the website requires re-entering account information after login, obstructing access to billing records. Contacting support is extremely difficult. I request an investigation into whether Liberty Utilities’ billing practices violate transparency requirements or Missouri consumer protection standards. I will be submitting screenshots and further documentation shortly as supporting evidence. |
| P202502797 | 5/1/2025 8:50 AM | "This is what liberty claims we used for power while all of marionville and aurora were out of power completely. I think there could be no clearer evidence of them robbing the citizens than this. We also receive 4-5 bills a month that don’t make sense. And our average bill has more than doubled. We the people are pissed " *SEE ATTACHED FOR BILL/CHART |
| P202502808 | 5/1/2025 7:21 PM | Liberty customer service is horrible, we lost power on 4/30 around 4:30pm. 17 hours later they finely show up and it takes them less than 5 minutes to fix something on the transformer. This is unacceptable, We have a 94 year old neighbor that shouildn't of had to go through that. It seems that Liberty knows they have us and does not care about their customers at all (who are they going to replace them with) And when you try to call all you get is a computer no human to speak with when you are reporting a outage. Need to bring back some true customer service, lord knows they charge us more than enough to do that. |
| P202502809 | 5/1/2025 10:00 PM | In April, we received a total of 4 bills -pages and pages of paper. I paid the bill showing the highest amount due. The end of April I received a letter from them apologizing for their billing errors but stating that I still owed more money. How hard is to read a meter and generate a bill? This isn't new technology. Now I have an even bigger concern. Our power was out for over 50 hours and when I logged in to check my usage for the days the power was out, it showed that I used MORE electricity on those days than on days I actually had power. Customers have suspected all along that the usage data from the new meters is bogus and this seems to confirm that suspicion. Liberty is stealing from us and no one is stopping them. |
| P202502817 | 5/2/2025 8:17 PM | I was overcharged on my electricity my first 2 months at my new address. My first bill was $470 then the third month was $155 |
| P202502879 | 5/13/2025 12:58 PM | "The Commission is doing a poor job of standing up for the consumers. They obviously aren't advocating for us and its not right. I am tired of getting robbed and these rate increases are ridiculous. Liberty is NOT improving their billing practices and I am doing of dealing with is as a consumer." |
| P202502886 | 5/15/2025 12:28 PM | Liberty has messed up billing for quite some time. Not generating bills, sending multiple bills at once. It is very frustrating and confusing. |
| P202502896 | 5/19/2025 10:06 AM | Liberty provided little to no advance notice of the huge price increase for water/sewer going from $22.00 to $93.00 per month. |
| P202502900 | 5/19/2025 3:09 PM | "The trickle down affect that Liberty has caused due to THEIR negligence is large. The customers have had no recourse in this when we aren't the ones who made the error and we have no options for our electric company. Liberty is putting me in debt because of this. Liberty should try to ease this burden for their consumers which means THEY will have to eat some of the costs because it's THEIR issue. This is unfair." |
| P202502914 | 5/22/2025 3:56 PM | See attached |
| P202502917 | 5/22/2025 9:42 PM | The customer reported that Liberty stated online that the convenience fee would be waived for wastewater customers, but despite not being charged the fee, they are still attempting to assess it. She has been disputing the issue since mid-March and expects them to honor their statement. Additionally, she pointed out that there is no payment history available, stating that the system should not have gone live without proper tracking in place. |
| P202502921 | 5/23/2025 1:49 PM | Liberty's main issue started when Empire sold out to Liberty. Nobody has any respect for their customers. They go out of their way to disrespect you when you call. Once they find out you have a problem or complaint, they put you on hold so they don't have to listen to you. Their customer service is horrible. |
| P202502926 | 5/27/2025 8:24 AM | I feel like they are ripping us customers off and they keep raising the prices. My husband and I literally keep our thermostat set low in winter and high in the summer to try and save, and we still have a bill around $300. This is insane. (see attached pdf) |
| P202502927 | 5/27/2025 8:27 AM | I moved into my townhome on October 5th, 2024. The electricity was turn on the same day, as I had tested it before I left since I still had things to move and the home was not ready yet. I was provided with an account number as I can show on my first bill. The following months, I had gotten 2 bills from that account number. After those couple of months, until around march, I had not gotten a single bill, and I had thought that my electric bill was just super low. (see attached PDF) |
| P202502928 | 5/27/2025 8:36 AM | I received my electric bill from Liberty. Total Billing: $381.98 ($138.39 of current charges plus $243.59 of past amount due from last month). Yet, the $243.59 was paid/direct deposit from my checking account. I phone Liberty and spoke to customer service representative Ryan. I explained the situation and he informed me that this was a "Billing Delay." I informed him that the $243.59 had been paid via direct deposit from my checking account (I had the bank statement to prove this). He then informed me that because of this "delay" that my bill for May (due May 20) would be the stated $138.39. I took him at his word. (see attached PDF) |
| P202502929 | 5/27/2025 8:40 AM | . I won’t be able to attend the upcoming meeting in my area, but wanted to voice my concerns in regards to Liberty Utilities. Since Empire was bought out by Liberty, our rates have consistently been getting higher and higher. We are also paying for 2021 Asbury storm damage. This last bill I had contained two charges for this storm damage. I find it ridiculous that we are paying for damage that isn’t related to us and that we’ve been paying it since 2021. Unfortunately, when you live in Seneca, MO, Liberty is our only option for electricity. (see attached PDF) |
| P202502930 | 5/27/2025 8:50 AM | I have signed up on the company's website for payments to be auto- deducted from my checking account. However, every single month I get a final notice that my account is due to be disconnected for lack of payment. When I log into my account, it shows that a payment is due. At the same time, it shows that I am enrolled in auto- pay. This is extremely frustrating because I don't want to take the chance that they will disconnect my services, so I pay online. (See attached PDF) |
| P202502931 | 5/27/2025 9:02 AM | "I think Liberty is a little high on their rate but other than that I like the service." |
| P202502932 | 5/27/2025 9:02 AM | I have a few things on my mind that I would like to state for the record regarding Liberty Utilities. Liberty purchased the electric power producing company from Empire District Electric in or around 2019. Empire had previously completed emissions control upgrades for a coal powered plant in Asbury MO to bring it into mandated emissions regulatory standards of that time. Upon Liberty's purchase of the company, they subsequently demolished the efficient electric power producing coal powered plant in lieu of solar and wind power. (See attached PDF) |
| P202502937 | 5/27/2025 2:54 PM | "There has been no accountability for the incorrect bills from Liberty Electric, the PSC, or our State Senator, Jill Carter. I currently have an open complaint regarding the issues but I still think it's criminal for them to request a rate increase. They aren't taking care of their customers until they can start showing improvements to their customer service and that the billing is fraudulent." |
| P202502938 | 5/27/2025 3:02 PM | Ever since Liberty updated their billing system it has been a complete mess. I have not received a single bill with the correct amount due on it. I have auto draft setup and they have not drafted on the due date, tried to charge fees because of this, then overdrafted other months. It is a complete mess, you never know how much is actually due, when it will be drafted, or if the correct amount will be drafted. All they say is the bill may not reflect current charges. This is an unfair practice and could seriously hurt lower income customers. Thank you for looking into this matter and I hope you force them to take corrective action as they clearly have no interest in doing so on their own. |
| P202502939 | 5/27/2025 3:15 PM | Over the last several years, our electric bill has skyrocketed. Oddly enough, it happens when we are not even home. Last February, our bill was $759.20 - we live in a 1,600 sq ft home. We were gone for 16 days of the billing cycle - thermostat set at 60, everything was turned off. Then in March, we’re still gone the entire cycle, and the bill was $550.00. I call to see if they have just estimated and after attempting to call, they finally answered after 10 tries and they said no it had been read. Their customer service department is rude and won’t listen at all but if this is their practice, I can understand why. However, since the call, our bill has been under $175.00. Please help get this mess under control! |
| P202502940 | 5/27/2025 3:18 PM | We have a few rental properties, some of which we pay utilities on. Since April of 2024 billing has been a mess. Several bills weren't sent and then several were sent out at once. On the online portal, the selection for the account does not match property addresses and and amounts due on bills don't match what is shown online. We are unable to pay with a credit card...the site says an "accounttype" must be selected but there is no selection or field for that so we have to call and get bounced around before making multiple $600 payments. I've attached an example of billing that does not make sense...note that neither of these addresses are associated with 400 W Maple, Columbus. It is always a mess. Happy to provide more detail. |
| P202502943 | 5/28/2025 7:38 AM | I wish to report my experience with Liberty Utilities regarding billing. I received my monthly electric bills with no problem up until August 2024. I received the August bill and promptly paid the balance in full. That was the last bill I received in 2024. I would call Liberty Utilities every three or four weeks inquiring about my electric bill. The representative(s) could never give me a balance due. They could never tell me when I would be receiving my next bill. I was told more than once that a special bill would be sent to me via email. That bill never came. Month after month went by with no electric bill from Liberty. (see attached PDF) |
| P202502947 | 5/28/2025 7:54 AM | Thank you so much for giving us a chase to express our experience with Liberty Utilities in Bolivar, Mo My mother, Rachel Fine, lived in Bolivar for 34 years. She never was late on any bill she ever had! She passed away Feb. 22, 2025. A week after she died she got a $900, $800, $700 & something bill; three bills in one day, telling her to pay them or she will be charged late fees. (see attached PDF) |
| P202502950 | 5/28/2025 9:10 AM | Since March 2024, Liberty billing has increased from a one-page detail of our account to a two-page bill, which is now difficult to understand. Multiply the number of customers by two and you will set that Liberty’s cost has increased 100 percent just to bill their customers. Gone is the bracketed “Account Detail” that was on the former bill. It was easy to read and to understand. (see attached PDF) |
| P202502952 | 5/28/2025 9:49 AM | We have experienced exorbitant electric bills over the years with Liberty. To the point, I have questioned whether they were actually reading the meter. We are on a fixed income and live in a mobile home and there is no way our 1,100 sq foot home is using the amount of energy they are charging us. Also, the billing is always wrong. They send a bill for 348.00, but our monthly set amount is 174.00 which is by autopay. The staff is usually friendly, but they need to lower their prices and get their billing information fixed. |
| P202502954 | 5/28/2025 11:40 AM | I’ve received a notice from Liberty Utilities, on behalf of the Staff of the Commission, regarding a recent investigation into the customer service and billing practices of Liberty Utilities. Since I am unable to attend a Town Hall meeting, I am writing to formally express my concern and dissatisfaction with the current net metering credit policy implemented by Liberty Utilities. As a customer who has invested in solar energy to contribute to a more sustainable future, I find the current structure of the net metering program to be both inequitable and discouraging for solar energy producers. (see attached PDF) |
| P202502955 | 5/28/2025 11:56 AM | I contacted Liberty twice, once by phone and once with email letting them know they are charging me city tax and my location is not in the city. I have not had a response from them and they continue to charge me for this tax (paying city and county tax). They did confirm on the first call they could see where this started in January of this year. |
| P202502959 | 5/28/2025 3:28 PM | John cannot attend any of the town hall meetings as part of this case. He did want to file comment into the case. He is disabled and Liberty's new system is a mess. Some months he has not received bills and others he has received multiple bills at once. Elderly and disabled customers have a harder time, and inconsistent bills make it worse for customers like him. It has been over a year since Liberty went to this new system, and they still have numerous problems. They also cannot explain anything when he calls Liberty. |
| P202502963 | 5/29/2025 9:59 AM | I would be so amazed if the Missouri Public Service Commission would require ALL utility companies (Monopolies) to live within their means instead of considering their (bound) customers as nothing more than "MONEY TREES" to finance any whimsical schemes they can come up with. Schemes that are ridiculously expensive and with questionable efficiency and longevity. (ie: solar and wind) Normal maintenance should be budgeted as an ongoing (monthly) expense EVERY month and should NOT be the responsibility of the customer. Thank you for your consideration |
| P202502973 | 5/29/2025 11:23 AM | It is not acceptable for a public utility to have an ongoing billing error for months on end and not get it corrected at the onset. To call it a Canadian computer problem is not a good explanation. It is not this hard to correct a computer. It is not a computer problem; It is a human problem. The computer puts out what people put in it. (see attached PDF) Now, Liberty wants the consumer to pay for new facilities and increase our costs substantially. (See att |
| P202502976 | 5/29/2025 12:21 PM | I have reviewed Liberty electric invoices & payments from Jan 2024 to May 2025. The charges have increased dramatically. Jan 2024 through Dec 2024 the average bill came to $364 a month / Jan 2025 thru April 2025 the average bill came to $460 a month. this is a substantial $100 a month increase. We have used the same wattage with no household usage changes or disfunctional air or heat unit repairs needed. |
| P202502978 | 5/30/2025 8:15 AM | I have been a Liberty Utilities Water customer for many years and never had any issues until this year. Our water bill has tripled these last few months, and I have no water leak and don’t use any more water than before. They say they check the meter, and the meter doesn’t lie. However, I believe the meter may be bad. I don’t know what else it could be. (see attached PDF) |
| P202502979 | 5/30/2025 8:17 AM | Our water bill has been going up and up and up. Last month we received a bill that was 4 times higher than the usual bill they told us we have a leak. We had plumbers come out and check: No leaks at all. Please do something about this corrupt monopoly. |
| P202502983 | 5/30/2025 10:48 AM | I have been a customer of Empire Electric/Liberty Utilities for three decades and until the last year have had no complaints. In the last year their billing process has changed and on three occasions I was billed more than my statement indicated, causing some concern on my part. I have roughly calculated that I was not overcharged, and it appears my monthly authorized automatic bank payment was withdrawn at different times of the month, causing a bill to be carried over to the next month, and no bill sent for three different month of the last year. I signed up for automatic payments to simplify things but may have to rethink it if this continues. |
| P202502986 | 5/30/2025 11:03 AM | I wanted to add my comments and experience about our time as Liberty customers for the ongoing state inquiry. We have been customers since 2022 when we moved to Willard. The first two years went relatively well. Once Liberty switched to their online system, we have had nothing but issues. (see attached PDF) |
| P202503014 | 5/30/2025 4:21 PM | I Received a letter in the mail today to tell my experience with them. It used to be good a while back. But last couple years it’s been horrible to say the least. I have solar panels so at least mine is not as bad as everyone else’s out there. We didn’t receive a bill for like 6-8 months. Call and get the run around about where my bill was. Saying they were working on it still. (see attached PDF) |
| P202503017 | 5/31/2025 8:46 AM | There have been complaints about Liberty's customer service and billling practices. However, we have never had any billing or customer service issues. We are very pleased that Liberty has been able to keep our electricity on during storms when many of our neighboring communities have lost power. |
| P202503020 | 5/31/2025 11:40 AM | We are a retired couple on a fixed income. We have lived here since 12/2022. Our electric bills were within our budget. This past year our bill went up by over 30% and has continued to rise every month. The statement claims our usage has increased by that amount. That is not possible. We have taken many steps to lower our usage. We feel that we are being scammed and cheated. We are very positive that our usage has not risen but decreased. We feel these numbers are false and being made up to increase revenue for Liberty. This uncalled-for increase without any notification is causing us hardships to remain in our home. We need relief. Thank You... |
| P202503025 | 6/2/2025 7:45 AM | I received a letter from Missouri Public Service Commision on 5/30/2025 concerning the investigation of customer service and billing practices of The Empire District Gas Company and Liberty Utilities and the town hall meeting for customers to voice concerns. I am not able to attend the town hall, but would like to share my concern with the billing practice of Liberty for my monthly residential electric bill. (See attached PDF) |
| P202503026 | 6/2/2025 7:53 AM | We started having billing issues back in August of 2024. We didn't receive bills every month from then on until last month. We would go on the Liberty website and it would always say $0 balance. We had no idea how much our bill was. (see attached PDF) |
| P202503027 | 6/2/2025 7:55 AM | I won't be able to attend the town hall but wanted to provide a few comments: • My interactions with customer service have always been pleasant. • When I started service in October, somehow they didn't start generating bills for me. I finally called in January, I believe, to figure out why I hadn't yet received a bill. They then generated all the previous bills. |
| P202503029 | 6/2/2025 8:00 AM | I received an invitation to Town hall meetings regarding Liberty Utilities and Empire. I will not be able to attend, so I'm submitting written comments. I do not understand why my electric bill from Liberty is nearly twice the amount of neighbors who use the same amount of power but are on a co-op. I would gladly be a part of the co-op if that were an option but there is no choice even though the co-op has most of the lines in the area. When I checked into getting solar, I found that it must be installed by a contractor on Liberty's list of approved contractors. When I spoke with these contactors and got bids, I was told Liberty is very difficult to work with and therefore their prices are unreasonably high. (see attached PDF) |
| P202503030 | 6/2/2025 8:03 AM | I will not be able to attend the townhall meetings listed on the letter I recently received, but I wanted to comment on my Liberty Utilities electric service. I live in Forsyth, MO. I am speaking especially in regard to my home that I have purchased in Forsyth and also the church I serve here in Forsyth. I don't understand all the negative backlash about Liberty Utilities; my experience is not negative at all. (See attached PDF) |
| P202503031 | 6/2/2025 8:04 AM | I am unable to attend the town hall meeting. I moved here a year ago from Arkansas, my house was about same square footage, my electric bill has gone up by 45% since moving here. I am the only person living in my home. My electric bill last month was $151.00 and the AC was completely off. I was gone 3 out of the 4 weeks, and still had a $151.00 bill. Something about there billing, does not seem right. Thank You! |
| P202503032 | 6/2/2025 8:07 AM | I paid my bill manually using the phone automated system on June 24. $41.59. On July 9,2024 I received two statements in the mail, same day, both due July 15, 2024. One for $144.56. The other for $94.84. I called customer service on July 9 saying auto payment was still not working. Customer service was unable to tell me why. I was also charged a $2.59 overdue fee. (See attached PDF) |
| P202503033 | 6/2/2025 8:08 AM | The billing issues that Liberty has been experiencing are pretty severe. I have an account for which I did not receive a bill for about 8 months. I called the first couple months and they could not even tell me what I owed. Then I get a bill fot the entire amount-- granted they did not expect me to pay it all at once- but still a very large bill. Then I get not 1-- but 4 copies of said bill - each were about 8-10 full size pages. What a waste---- I continue to not receive my bill in a timely manner-- often after the due date-- or not in time to pay on time. I will have to call again!!!! This should not be so difficult, and it has taken a lot of my time to organize things that they should have in order. |
| P202503034 | 6/2/2025 8:11 AM | Hello! We won’t be able to make the meeting as they are not having one in Bolivar. My family and I live in Bolivar, Missouri and have for the last 4 years. Before that, we lived in Marshfield, Camdenton, and Lincoln Missouri as my husband is in law enforcement and move with his job. We have not had a good experience with Liberty since we moved here as we have had high bills and horrible water. (see attached PDF) |
| P202503036 | 6/2/2025 8:14 AM | I served in fulltime Public Service from 1974-2016 and now reside in the Liberty Electric Utility area north of Ozark, MO. During my Public Service I have witnessed a number of natural disasters, man-made disasters, and public outcry related to public perception to responses. On at least three occasions since moving to my Ozark residence, I have called Liberty Electric. Two of those times were arcing circuits on a nearby pole after stormy weather, and the third was a downed line connected to one of Liberties' poles. Given the status surrounding each of these calls, responses were reasonable, and response staff did a great job dealing with each call and explaining the action taken. (see attached PDF) |
| P202503039 | 6/2/2025 8:22 AM | I am very concerned why all of the fees especially fee for 2021 storm we are now in 2025, I was also not here during that time frame. I feel if the Willard area has been paying that same fee for over 4 years surely that has been paid by now. Why has the city approved such company to come in and have such control on a rural area? (see attached pdf) |
| P202503047 | 6/2/2025 9:01 AM | Our water and sewage bills are unreasonably high. The main problems are high service charges and high charges for wastewater. I have attached a copy of our last water bill. As you can see; we only used $26.46 worth of water. However, we had to pay $130.20, because of all the extra charges. I believe this is very unreasonable and so do all my neighbors. The people at the Kansas City Water Department seem to have the attitude that they can impose whatever service charges they please and no one can do anything about it. Please investigate these charges and have the water department show actual expenses related to these bills. |
| P202503052 | 6/2/2025 9:26 AM | "This is in regards to the investigation into to customer service and billing practices of Liberty Utilities. I am an electric customer of theirs and received the notice of hearings in the above case. These are my written comments and what has happened with my account over the last 10 months. I started having issues in August 2024 when no bill or statement was generated nor received nor was my July payment recorded online. I messaged them in mid September to let them know. They issued a bill/statement ib 9/17/24 for 7/13/24-8/13/24 and recoded my 7/23/24 payment on 9/18/24. I paid that bill on 9/24/24.".. *See attached for full comment. |
| P202503053 | 6/2/2025 9:30 AM | "This is in regards to the investigation into to customer service and billing practices of Liberty Utilities. I am an electric customer of theirs and received the notice of hearings in the above case. These are my written comments and what has happened with my account over the last 10 months. I started having issues in August 2024 when no bill or statement was generated nor received nor was my July payment recorded online. I messaged them in mid September to let them know. They issued a bill/statement ib 9/17/24 for 7/13/24-8/13/24 and recoded my 7/23/24 payment on 9/18/24. I paid that bill on 9/24/24.".. *See attached for full comment. |
| P202503065 | 6/2/2025 10:56 AM | See attached |
| P202503066 | 6/2/2025 10:58 AM | I live in Buffalo, Missouri. My town is not one of the sites for public discussion for Liberty’s meetings. Liberty has one of the highest kilowatt rates in the state. The average rate is 11.57 and Liberty already charges 14.03. This rate increase is not justified and shows they need to be better stewards of their income. This rate already poses hardships on most of the users. I am a widow living on a fixed income like so many others. I have to make it on my income and don’t get to ask for more money to make my life more comfortable. Please stand up and fight for us. |
| P202503067 | 6/2/2025 11:08 AM | See attached |
| P202503083 | 6/2/2025 2:12 PM | I have been a customer of Empire Electric/Liberty Utilities for three decades and until the last year have had no complaints. In the last year their billing process has changed and on three occasions I was billed more than my statement indicated, causing some concern on my part. I have roughly calculated that I was not overcharged, and it appears my monthly authorized automatic bank payment was withdrawn at different times of the month, causing a bill to be carried over to the next month, and no bill sent for three different month of the last year. I signed up for automatic payments to simplify things but may have to rethink it if this continues. |
| P202503086 | 6/2/2025 2:30 PM | *See attached. |
| P202503094 | 6/2/2025 2:56 PM | *See Two attachments for comment. |
| P202503095 | 6/2/2025 3:03 PM | *See attached for comment. |
| P202503097 | 6/2/2025 3:55 PM | See attached. |
| P202503098 | 6/2/2025 3:55 PM | See attached. |
| P202503099 | 6/2/2025 4:01 PM | See attached. |
| P202503100 | 6/2/2025 4:09 PM | See attached. |
| P202503102 | 6/2/2025 4:09 PM | See attached. |
| P202503103 | 6/2/2025 4:22 PM | See attached. |
| P202503106 | 6/3/2025 8:03 AM | "I pay many bills on a monthly basis including electricity bills to White River Valley Electric and Webster Elecric. I have asked countless times that Liberty Electric take an auto bill pay with a credit card. They have so far not offered this as an option. I would like to see this in the near future. It’s the only payment that I have to pay manually because auto bill with a credit card is not an option. " |
| P202503109 | 6/3/2025 8:20 AM | "Payment is my biggest issue. I would like to be able to use auto pay with a credit card. Liberty does not provide this option." |
| P202503119 | 6/3/2025 9:12 AM | *See attached |
| P202503140 | 6/3/2025 10:52 AM | See attached. |
| P202503145 | 6/3/2025 10:57 AM | See attached. |
| P202503151 | 6/3/2025 11:35 AM | Liberty billing is a mess. Liberty is still sending out multiple billings each month and they are not honoring the payment plan that was set up. They are charging more. For April, May and June she is receiving multiple bills per month. |
| P202503155 | 6/3/2025 12:01 PM | Liberty has been good at maintaining and restoring power. Issues: 2021: We were away from home for two months. Upon reevaluation our bill went up $50 a month, even though we had a credit balance. They said it was due to a rate increase, the company made four hundred million the previous year. Why did they need an increase? 2024: The new billing system is a nightmare!!! The amount due, balance due, budgeted billing, none of it makes sense. The paper bills and online info don't match each other. The amount due is never the balanced budget amout. When I paid extra it was applied towards the next month instead of the total balance; no way to choose where to apply it. Was unable to submit a comment on the website because of its coding issues. |
| P202503159 | 6/3/2025 12:12 PM | See attached. |
| P202503160 | 6/3/2025 12:14 PM | See attached. |
| P202503178 | 6/3/2025 2:05 PM | This letter is in regards to Liberty Utilities price increase for sewer service in Dexter MO 63841. Several months ago they raised our sewer charge from $34.86 to $93.00 a month. I understand costs increase but $58.00 a month?? I do not recall any explanation for this drastic increase. It just showed up on my invoice. Unfortunately, this is a service I must have and have no other choice but to use their services. I appreciate MPSC looking into their suspicious customer service and billing practices. |
| P202503183 | 6/3/2025 2:22 PM | Unlike most other on-line payments sites which allow for the retaining your personal information for contact purposes and a credit card for with all the necessary associated information, the site used by Liberty provides for none of this. Instead, once you've gained access to your account by inputting their assigned account number, you must input your name, address, telephone number, and email address, along with a credit card number, expiration date, security code, along with having to repeat all the previously entered personal information pertaining to the card. I find this a very annoying process with which to deal every month, especially in view of all other similar on-line payment sites that I use for our other utilities..*See Attach |
| P202503194 | 6/3/2025 3:36 PM | The customer stated that she received a letter and wanted to clarify that she has never had a problem with Liberty. She mentioned she has been a loyal customer for 12 years. |
| P202503197 | 6/3/2025 3:45 PM | When I received my new water bill in April, I was shocked to see how much it had gone up. My normal bill if from $20 to $30 a month, it was close to $75. I looked at the bill and realized the amount per 1000 had doubled and there was a $26 per month fee added. I called the office and they said it was a customer service and some such other nonsense fee that will be added monthly. Good Lord....we are retired but I don't know how some people will be able to pay a double or tripled bill. I bet my bill this month will be closer to $100 as I have flowers to water. I don't think I would have even planted them if I had know the bill was going to increase this much. I agree it was time for the water to go up some, but this is rediculous. |
| P202503199 | 6/3/2025 3:50 PM | The customer stated that she calls every month to check her meter reading against their billing and has never had any issues with them. |
| P202503202 | 6/3/2025 4:01 PM | I would like to voice my concern for the rate increase we are experiencing with Liberty Utilities. My family has been a customer for the last six years and have never had a rate increase of this magnitude. As you can see from my attached pictures. Our monthly rate in February was $46.21 per month. March $69.66 and now May is $93.00. That is over a 50% monthly rate increase for sewer charges only. My family would appreciate any help on making these rates more reasonable/affordable. We understand inflation but this is extreme-over 50% increase. We appreciate your help in this matter. Thank you, |
| P202503209 | 6/3/2025 4:27 PM | For the Ozark 11th meeting: I have not had any issues that I can think of or are aware of. We have little to no outages. Our billing is estimated and recently dropped by about $25 per month. We reside of NN in Mc Guffey Park. If there are other issues I should be aware of our mention here, please advise. |
| P202503214 | 6/3/2025 4:33 PM | *See attached |
| P202503229 | 6/4/2025 7:44 AM | As a liberty customer, I honestly have no complaints! They have been patient with us as we make payments on our bill and have been super helpful when we call. Their understanding and professional demeanor have really helped our family. |
| P202503230 | 6/4/2025 8:03 AM | I am writing to provide a positive comment regarding my experience with Liberty Utilities’ customer service and billing practices. In contrast to many of the concerns that may be raised during the investigation process, I want to acknowledge that my own interactions with Liberty have been consistently smooth and professional; both from a residential perspective and during work related interactions...*See Attached for full comment |
| P202503232 | 6/4/2025 8:55 AM | Unfortunately, Liberty has charged me a lot of money that I believe to be over board. I understand that I generally have a lot of electricity usage, but at the end of February I was only in my house for 9 days and I made sure to set my house heating appropriately and everything and they charged me around $900. I know it was cold during that time, but that is obscure. For context my house was built in 2019 and is fairly efficient. After that I wasn't in my house at all for the entire month of March and I was still charged over $300.,,*See attached for full comment. |
| P202503235 | 6/4/2025 9:38 AM | Thank you for requesting insight into Liberty Utilities. My issues deal with their billing. I prefer electronic billing and switched to this sometime last year. I keep track of when the bill is roughly due which is good as I don’t always receive my bill. I am unable to comment about the late charges and billing errors i have heard many others complain about. I would also like to comment on the proposed rate increase. The economy is not good. People are struggling to pay for basic needs. I am unsure what the positive gain would be for the increase. How are they going to use these extra funds? If it is to help offset costs so future increases could be delayed, then possibly. If it is to help increase ,,*See attached |
| P202503236 | 6/4/2025 9:41 AM | This is just a comment to encourage a deep review of billing costs and billing practices of Liberty Electric. I am a Customer, citizen of Taney County; and am absolutely fed up and disgusted with the constant hikes on the electricity. Having electricity is not simply a "privilege," or "option," for citizens: it is a must! Consequences of having electricity disrupted from the ever increasing hikes and inability to keep up, result in health, wellness, stress and can even lead to horrific situations of not providing adequate care for the elderly or children! There is only so much you can do - and thank God there is help in the winter from our Government for some... yet as working citizens, this is just a deferred way that can..*See Attached |
| P202503238 | 6/4/2025 10:08 AM | *See attached for comment. |
| P202503239 | 6/4/2025 10:08 AM | See attached. |
| P202503240 | 6/4/2025 10:10 AM | See attached. |
| P202503242 | 6/4/2025 10:12 AM | See attached. |
| P202503244 | 6/4/2025 11:04 AM | Liberty's billing department is terrible. Signing up for an online account is impossible as the billing account number on the physical bill does not match whatever internal number they have, so you have to call to get it set up. No one calls back despite having a case number (so far waited over 4 weeks - no call back for that or two other billing issues) Our company has two "billing" numbers and we have received up to 10 bills for the same account in just one day. We have probably received 50 bills in the past 2 months, and they are not always the same amounts (even though the billing period is the same) We have no idea what our actual balance is for either of the two accounts. |
| P202503246 | 6/4/2025 12:29 PM | *See attached for comment. |
| P202503250 | 6/4/2025 2:03 PM | *See attached |
| P202503252 | 6/4/2025 2:25 PM | First, we receive a sewer meter bill (there is no such thing as a sewer meter). We get bills for water usage that haven’t been used. We have a condo at Tablerock lake that we had not been down to use. All the water had been turned off . We had property manager check the meter (no usage recorded) yet we received a bill with 200 gallons of water used. We also received a bill with 34 gallons used but bill $136.04. The billing is an issue. The dollar amount they bill is outrageous. We pay far less in St. Louis Co living there with daily use and an irrigation system. |
| P202503254 | 6/4/2025 2:31 PM | I have been a Liberty Electric customer for the past 3 years and have never had a problem of any kind with the company. They allow me to have the auto-pay feature and my payment is taken out of my account on the due date. I think their rates are fair as they are not any higher than our rates are at our home in Texas. As to outages, we do not reside in our condo full time, so I cannot honestly respond to knowledge of a daily basis. But, I will say that we have never had an outage when we have been in residence at the condo and we have gone through 3-4 thunderstorms in the past. |
| P202503271 | 6/5/2025 8:13 AM | I am unable to attend any of the mettings for I'm a disabled senior. That being said means I live on a fixed income and the thought of having my utilities go up 30% is terrifying. I don't get a 30% increase of my income. This is going to cause many of the seniors, disabled people, single parents and citizens to either forgo paying the rent or mortgage payment to pay their utilities. So if you don't pay you to utilities it gets shut off you die from the heat or die from the cold. If you don't pay mortgage payment or rent equals being homeless. *See attached for full comment |
| P202503276 | 6/4/2025 | Jessica has Liberty for her electric service and cannot attend any of the town hall meetings regarding this case. She wanted to file a comment into the case letting the PSC know that she has had billing and customer service issues with Liberty and their new CIS system. She has had issues not getting bills for months, getting several bills all at once, CSR's not knowing what is going on or not very helpful, CSR's saying we will put another ticket to billing, and it taking several calls to Liberty to resolve 1 issue. She has no current issues at this time but wanted the PSC to be aware of what issues she has experienced. |
| P202503279 | 6/5/2025 10:02 AM | See attached. |
| P202503281 | 6/5/2025 11:12 AM | I am writing this email because we are unable to attend the Ozark Town Hall meeting on June 11. Liberty Utilities is at least a third higher for electricity than the other electric companies in the area. It is reasonable to expect Liberty to hire people who can get the billing system right and to have quality customer service with the extra they charge its customers. *See attached for full comment. |
| P202503283 | 6/5/2025 11:27 AM | Hi! My name is Alison Petro. I am messaging today in hopes you guys will look at our account! We have felt like for years we have been over charged or charged wrong. I will add some pictures of some bills but to see all of them from 2021-2025 plz look at our account! I am begging you. We have 2 kids and struggle to make ends meet because of this company and they do not care! They are rude. |
| P202503284 | 6/5/2025 12:20 PM | Since changing over to the new billing software/system in 2024, I would randomly receive bills including 2 months charges and the date the payment would be drafted out of my account. I called in March 2024 because I hadn't received a bill. At that time, I was told about the new billing system. When I did receive my bill it included 2 months and then I received the bill for 1 month. In August I received another bill for 2 months. . Then in April I received a bill for 2 months. I have made 2 additional phone calls to see how I could get my bill sent out for 1 month only. The first lady (Joanna?) told me it had to do with the draft date, so she changed it to the 17th. However, I received a bill for $220.25 ($125.50 *See attached |
| P202503286 | 6/5/2025 2:22 PM | We live in the Bilyeu Ridge Hills Subdivision and recently received a letter regarding a town hall meeting. We are unable to attend the meeting. They do a fine job running the system and maintaining the operations. The billing however, is a nightmare. We have had inconsistent billing and it is very hard to understand. The rate increase seems to be so much and so fast. As previous owners of this well system, we have had many calls from people in our community with major concerns regarding the billing and the extreme price hike. We would like to have a billing system that is easy to understand and consistent. Also, competitive prices that is fair. |
| P202503291 | 6/5/2025 3:20 PM | We were changed from Empire to Liberty. In July of 2024 we received no bills or statements until Jan. of 2025 during that time I called and went to the office in Joplin repeatedly times to ask about this each time I was told it was a billing issue. When we finally got the bill in Jan. of 2025 we found our bill for the well house had gone from $40 to $440 Liberty replied it was a problem on our end, we have spent 4 months trying to find the problem at a great expense. Had we known this back in July of 2024, we could have resolved the problem then and would not have to have paid Liberty close to $5,000. in undo payments, plus all the stress and financial burden it has put on us.Their customer service is terrible *See attached |
| P202503292 | 6/5/2025 3:23 PM | I've never experienced any problems with Liberty Utilities. I've received correspondence from them over the years when something needed to be addressed regarding their service or changes to be anticipated and asking for my input with whatever it was, they were considering. I was always treated with polite responses when I called the utility in the past as I was a landlord for many years and often contacted them about changes in tenants and related matters. |
| P202503295 | 6/5/2025 3:31 PM | I’m responding the the MPSC request for feedback on my experience with Liberity Utilities. As there is not a meeting in my area, I’m forwarding my last several months experience with comments. Our location is a business, approximately 500 sq footage office with limited water usage to a restroom, office used 40 hours or less per week. We started having issues in October 2024 when billing did not arrive. We did receive a letter from Liberty dated 10/22/24, indicating they are aware our account has not received a regulary schedule bill and they are working to resolve it. *See attached for full comment. |
| P202503298 | 6/5/2025 4:16 PM | This new bill for Liberty is ridiculous. Way to high and the billing is messed up. |
| P202503301 | 6/6/2025 9:39 AM | I am writing regarding Liberty Utilities investigation. I live just east of Clever MO at 173 Evergreen Cir, Billings, MO 65610 and have Liberty for my water service. My bills are out of control. I live alone. I do not water a garden or have a pool or anything like that. I take the same amount of showers and do the same amount of laundry every month. I run my dishwasher once a week. My bills this year have been from $20 to $100! I know they are not reading the meter. There is NO WAY my usage changes like this from month to month. I've included a screen shot of my payment history. I CAN NOT afford a $100 water bill. This is crazy and something needs to be done! |
| P202503302 | 6/6/2025 9:44 AM | I would like to state that Liberties billing has been messed up since April of 2024. They switched to a new system and then we started getting missed bills.This is really hard to get paid when this happens. We have been told they have the highest rates around which does not help. We had solar panels installed to help offset our bill, but I don't feel they are giving us enough credit for the power we send back to them. I think this needs looked at as well. My bills have continued to be incorrect, late, or missing ever since May of 2024. This last month I was not able to login to the website to see if my bill was there. After several calls they finally got that fixed. Their messed-up billing is getting really old. *See attached |
| P202503303 | 6/6/2025 9:55 AM | The purpose of this email is to offer input into the investigation of Liberty Utilities customer service and billing practices. Our experience has been less than pleasant and at the time of this writing we have been offered insufficient explanations (in our opinion) for what we believe or errors in billing. The delay in billing, inaccuracy in billing, lack of explanation, and what we believe are erroneous high fees charged in error, are such that we share in the frustration with others. **see attached for full comments |
| P202503304 | 6/6/2025 9:59 AM | See attached. |
| P202503305 | 6/6/2025 10:00 AM | See attached |
| P202503306 | 6/6/2025 10:00 AM | See attached. |
| P202503307 | 6/6/2025 10:04 AM | Responding to a letter I received from the Missouri Public Service Commission. The letter said to send comments to this email if you could not attend a public meeting in person. I moved into the new Clever Townhomes in Clever MO September 2024. **See attached for full comments |
| P202503308 | 6/6/2025 10:07 AM | This year my water at my lakehouse at 216 High Acres Dr., St. Clair, MO 63077 has been unsafe, unusable, stinks badly, and Liberty reported lead in our water. I've contacted them but nothing has changed. I need help! |
| P202503309 | 6/6/2025 10:20 AM | We have attached our formal complaint for the recent Liberty Utilities' 170.77% rate increase for sewer service, in the Dexter, MO area. We appreciate your time and attention to this matter and look forward to your response regarding any potential actions that can be taken to rectify this situation. Please let us know if you require any further information. **See attached |
| P202503310 | 6/6/2025 10:24 AM | See attached |
| P202503311 | 6/6/2025 10:28 AM | See attached |
| P202503320 | 6/6/2025 12:20 PM | Bills are way too high, and they'll change $200-$300 in one month, and if you call to ask them about it, you can't get through to talk to anyone. It puts you in a phone voicemail that hangs up. |
| P202503322 | 6/6/2025 2:04 PM | We have received a letter about the Missouri Public Service Commission ordering an investigation into Liberty/Empire Utilities. As much as we would like to join and participate ina town hall meeting we may not be able to. We chose to send an email instead. We have been apart of Liberty Utilities for almost 3 years now, water and electric in Forsyth Mo. We have always had issues with their billing.- *See attached for full comment |
| P202503324 | 6/6/2025 2:23 PM | Liberty has done a good job. |
| P202503326 | 6/6/2025 3:01 PM | My utilities have always been around $12-15.00 per month. No they are 5x that. Liberty increased our rates and we still have the same equipment and no real explanation on what the increase was for. |
| P202503328 | 6/6/2025 4:29 PM | Starting a year ago, this company has had sneaky billing practices where they would stack bills, essentially doubling the money you "owe". For an extended period, they were "updating their site" so you could not confirm your bill online. I have included documents that show my bill discrepancies in June 2024 to August 2024, including the calculations stapled to one bill where we had to go in and argue that we did not owe nearly $600. The calculations didn't even match the math of their bills so it had to be written in how much we owe. Even online, it will still say your bill costs double, but then be half the amount, just to get slapped with a late fee the next time you pay. I have included the difference in the amounts paid versus bills. |
| P202503330 | 6/8/2025 11:15 AM | I have had, and continue to have multiple issues with Liberty's billing practices. This has spanned over a period of 2 years. We did not receive a bill for months on end, and I contacted the Company four different times in regards to that issue. Each time, I was assured they "would check into it". We have also not been able to obtain any usage data from their website, either to confirm or dispute the usage that they claim we are using. I addressed that issue with customer service and they assured me an email would be sent to the supervisor and they would contact me within 2 days. I have received no contact from them since that call. That was over a month ago. I could go on and on, but there are not enough characters left to address it. |
| P202503334 | 6/9/2025 7:54 AM | To my knowledge, Republic residents are not experiencing the billing issues that I understand both Bolivar and Aurora are having. It seems odd that the problems are not across the board. I will note that Republic has what I consider a problem in allowing commercial signs to be attached to utility poles. Just a block away from me there are 5 signs attached to one utility pole. Three of them have the same phone number, apparently for different services. These type signs are all over Republic posted in the same manner. In my opinion they look trashy and are an eyesore as well as being detrimental to Liberty's employees safety. |
| P202503337 | 6/9/2025 8:49 AM | We have 3 locations that use Liberty utilities. 2 of them are on auto-pay. The 3rd location is not on auto-pay and is not able to be put on auto-pay. Not only is it not on auto-pay, but Liberty does not send us an invoice – our AP person has to login to their website and find it (which she described as a very bad website and getting the invoice is “jumping through hoops”). She is also not able to pay them any other way than mailing a check, which means we must rely on the US Postal Service, which is also unreliable. |
| P202503338 | 6/9/2025 8:52 AM | I can not make the meeting due to my work hours but I wanted to comment on the poor billing service. In one month recently, I received four identical statements on my account. They each were for $0.00 due. What are they doing? The true bill for that period I had already paid at the Joplin office since I had not received anything in the mail, and I knew something was wrong. The bills are very unpredictable when they might arrive. So more than once, when I know that I should have received a bill, I call them for the amount, and then go the same day to pay it in full. They have assessed late charges to me in instances like these, when I pay in advance of getting a bill. When I complained about the late charges, they seen I was *See attached |
| P202503339 | 6/9/2025 8:59 AM | Former elected director/president of the Ojai Valley CA sanitary district. To further support my base of knowledge, I worked 17 years for a southern California electric utility company, four years of which were spent dealing with customers directly in the field and 13 years as an operator at one of the electrical generation plants. **Please see attached for full comment |
| P202503341 | 6/9/2025 10:20 AM | I am unable to attend any town hall meetings, but wanted to voice my opinions. I am a Pittsburg, KS resident, and we use Evergy here. They are fantastic. However, I own rental properties in Branson, MO & Seneca, MO. Here you HAVE to use Liberty, and it is like pulling teeth. Their billing is off. Their customer service is horrid. Their utility repair teams are bad. This company needs ran off period - or at a minimum a 'non-monopoly' situation needs to happen - so other options are available. I cringe every time I buy a new property and see that Liberty is the service provider. Please do something about this! |
| P202503342 | 6/9/2025 10:37 AM | How our bills have increased has had a very bad affect on everyone, myself being on a very fixed income and being disabled has had me have to use OCAC for my electric bills, in which case takes from others in far more need. Please include my comment below at your meeting. “ It’s as though they are charging for the sunlight, moonlight , street lights , the light of the Holy Spirit and the light at the end of the tunnel.. “ Something has to be done. |
| P202503343 | 6/9/2025 11:05 AM | I live in Aurora Mo. I have heard several people complain about their Liberty electric and water bills.. Currently I have had no problems. Thanks |
| P202503344 | 6/9/2025 11:08 AM | I regret that I won’t be able to attend the upcoming meeting, but I feel strongly compelled to share my serious concerns regarding Liberty Utilities and the absolutely unacceptable experience I’ve had over the past year. In Spring 2024, I had a brand new electric pole installed for my poultry houses. I began operations and received birds in June. From that point on, electricity was used daily. Yet, for months, I never received a single bill in the mail. I knew something was wrong and called Liberty Utilities, only to be told they would "get with the billing department" to fix it. *See attached for full comment. |
| P202503346 | 6/9/2025 12:57 PM | Ms. Schaefer said the utility company used to send a post card with the billing information. Now it's several pages and it's difficult to understand. In the past year, it's been the worst. You'll get eight different bills the same month, all that say there's a zero balance. The next month, it says you owe several hundred dollars. She wishes they would go back to the post card-size bills. |
| P202503347 | 6/9/2025 1:38 PM | See attached. |
| P202503351 | 6/9/2025 2:44 PM | Please see attached. |
| P202503353 | 6/9/2025 3:46 PM | Customer Comments: It took 2 months to receive my first bill from Liberty Utilities and for my account to be set up to where I could access my account online. I called Liberty Utilities in September 2024 and October 2024 inquiring about why I wasn't getting a bill. Hopefully the meter that is marked for my unit is actually connected to my unit. I've had the furnace off for 2 months, lights on only in the room we're using and I'm still paying $140.00+ a month for electricity. *See attached for full comment |
| P202503354 | 6/9/2025 3:48 PM | I have been on Liberty Utilities for the last 4 years. I understand expenses do go up a little bit at a time but this last year our electric bill has just been ridiculous outrageous. It has been at the point I am having to shuffle bills around, cut out groceries and gas just to make sure my electric bill is paid. I have seen on social media other electric companies are not as nearly as high as Liberty. |
| P202503355 | 6/9/2025 3:51 PM | I would like to comment about the Liberty Utilities that I pay here in Brason. Twice this past year they have skipped a month & charged me for 2 mo worth of electricity that next month. They didn't ask me to be billed that way at all! I am on a SS fixed income and I have to carefully plan my payments each month. When I called them about this, I was told that they are putting a new billing process in place and that was out of the ordinary. I wish they would stop doing this as they have done this twice to me this past year. They never send a note out, or text message saying what they are up to with these practices. It seems like they are taking advantage of their customers since they are the only company we can get electricity from. |
| P202503356 | 6/9/2025 4:25 PM | I received your letter in the mail and would like to send the two following emails regarding my experience with Liberty Utilities. I don’t see any meetings in Fair Play or Bolivar, MO so I hope I can forward my information to you by email. My experience with Liberty has been nothing short of infuriating. Their billing practices are the worst I have ever encountered in my life. There’s no way anyone can know if they are being billed accurately. Your attention to this matter will be greatly appreciated. |
| P202503358 | 6/9/2025 4:36 PM | I cannot attend Town Hall meetings. Regarding your Investigation, I submit the following information. *See attached for full comment |
| P202503359 | 6/9/2025 4:45 PM | In Regards to the Liberty Utility company, we are disappointed in the rates of the company. Everyone is being charged a monthly "February 2021 Storm and Asbury Costs" recovery fee at .01 per kilowatt. Passing these costs on to the customers to pay off $3million in costs is ridiculous. Especially considering we were not Missouri residents (Liberty customers) until January 2023. This cost seems minimal in comparison, but when you add $60 to $100 per household per year to this fund, that is an incredible amount of money! *See attached |
| P202503362 | 6/9/2025 4:56 PM | Hello, I am glad to hear someone else is concerned about liberty utilities practices. The electricity services have been great. My experiences with billing have been mostly negative. The website is difficult to navigate, and there is no way to see an actual bill. The links don’t work. Also, I am on budget billing, and with no notice, my bill almost doubled in six months rather than the one year period. No one I spoke with could tell me why on the phone or in the local office. In addition, I have several hundred dollars worth of credit. It makes no sense to increase my bill when I have all this credit they could draw from. Liberty utilities really does need some regulation. thank you for your concern, and your time. |
| P202503364 | 6/10/2025 7:54 AM | This company is not consistent in pricing and has increases their rates more than double in the last 6 months. They have discrepancies on charges and when calling in for assistance to get the correct bill amount you will get multiple different amounts. They also input extreme usage amounts that as inaccurate. One must wonder how many users pay the incorrect amounts without questioning them. Therefore the Liberty water and electricity companies are ripping off customers. |
| P202503366 | 6/9/2025 8:13 AM | See attached. |
| P202503367 | 6/9/2025 | See attached. |
| P202503368 | 6/9/2025 8:17 AM | See attached. |
| P202503370 | 6/9/2025 8:21 AM | See attached. |
| P202503371 | 6/10/2025 9:13 AM | My experience with Liberty has been nothing short of infuriating. Their billing practices are the worst I have ever encountered in my life. There’s no way anyone can know if they are being billed accurately. |
| P202503372 | 6/10/2025 9:17 AM | Consumer called Liberty to make a payment and her call was intercepted by a fraudulent entity. Her bank account was wiped out, and she had to go to Liberty's office. She stated that she sat down and the csr pulled up the calls and had it on file yet still Ms. Stee ended up in arrears and had to endure the stress and financial loss due to Liberty being hacked/ having an unsecure customer telephone line. |
| P202503373 | 6/10/2025 9:47 AM | High and erratic bills rec'd from Liberty water. Bills are normally $24.39 per month. She has received the following unacceptable billings for 12/2024 $89.75, 01/2025 $231.01, 02/2025 $157.76, (03/2025 was normal at $24.39) 04/2025 $270.00, 05/2025 $40.57 (June was normal at $24.39) Billing is erratic and these amounts are unjustifiable. |
| P202503374 | 6/10/2025 10:26 AM | See attached. |
| P202503375 | 6/10/2025 10:36 AM | As a customer, I believe Liberty, or someone at Liberty, was going to take advantage or could have easily taken advantage of the account change confusion to benefit from it. If I had not investigated, the extra funds I paid to "catch up" on my payments might still be unaccounted for. (see attached PDF) |
| P202503376 | 6/10/2025 10:49 AM | Since October 2020 and current, we have had outrageous electric charges all winter and into summer. We are two adults in the home. We are not even home 55 hours a week. We manage our heat, AC, dishwasher, and our laundry extremely well. Our home has had inspections that pass. I have called numerous times and requested Liberty investigate charges ranging from $420 to $1,100 a month. NO WAY do we use this much electricity. This needs to STOP! (see atttached pdf) |
| P202503377 | 6/10/2025 11:02 AM | My electric bill was $509 for May. I’m one person in this townhome and do not use this much electricity. I manage my AC and heat. I’m on disability and a fixed income. This townhome has all new appliances. This meter is NOT correct. You are overcharging me and others. What is going on? One person in a home. No way I use this much electricity. Someone needs to come check this meter. I CAN’T AFFORD this on a fixed income. We have to keep a roof over our heads and the price per month is not correct. These meters are reading the wrong kilowatts. Please address this with Liberty. Southwest does not charge these prices. |
| P202503378 | 6/10/2025 11:40 AM | Some bills over the winter were over $600 for one person. There's no way I used that much electricity. I froze my butt off all winter and barely kept it warm in the house. |
| P202503379 | 6/10/2025 12:00 PM | I received a letter from Missouri Public Service Commission via Liberty Utilities regarding an investigation of Liberty Utilities, case #OO-2025-0233. This notice indicated comments were being solicited from customers of Liberty Utilities regarding customer experiences. First, true to my experience thus far with Liberty Utilities, the case #OO-2025-0233 didn’t pull up in the EFIS system in order to file a registered complaint within the PSC system. If possible, I would like to have some confirmation that this is received and is being added to the Liberty Utilities investigation report. *See attached for full comment |
| P202503381 | 6/10/2025 12:15 PM | I can not attend the meeting in Branson Tomorrow. I appreciate the opportunity to provide written feedback. I do not trust any bill that comes to me In the mail from Liberty, and because the charges are high and I do not understand them, I move them to the back of my bill pay pile and pay as I can. I am currently over 800$ in arrears still from my winter billing and will not be able to use my air conditioner until I am caught up. *See attached for full comment |
| P202503383 | 6/10/2025 3:19 PM | I would like to have our issues listed at the town hall meeting we are not able to attend. Our Company is Wales Enterprises LLC Original Acct #535408-50-4 Account #300000124333 (number on all bills) Account #200012719833 (number on the letter) Once Liberty took over we have had high bills and issues with billing. *See attached |
| P202503384 | 6/10/2025 3:21 PM | To whom it may concern: My name is Anne Cloud. I live in Republic, MO, and have Liberty Utilities. I am a customer of many years. I have found their service and billing to be reasonable and logical. I believe their billing is right on track. Furthermore, I would like to state that Spire Gas of St Louis, MO needs to be investigated for their prices and billing. Thank you sincerely, Anne Cloud Sent from my iPhone |
| P202503387 | 6/10/2025 3:34 PM | *See attached |
| P202503388 | 6/10/2025 4:14 PM | Libery, Spire, MAWC ALL need to be investigated. The consumer's should not be responsible for all these companies' short-comings, big bonuses, etc. So many rate increases are being approved. Does the PSC EVER say no to them? People on a fixed income cannot survive all of these rate increases. Poor people cannot survive this. |
| P202503389 | 6/10/2025 4:16 PM | I have not had a problem with Liberty. They have been very nice. |
| P202503390 | 6/10/2025 4:19 PM | I have never missed paying a bill. Liberty is not sending out bills in a timely manner and that is causing it to look like I am missing the payments. The post office told me that the energy companies are not even dropping off the billing to be mailed out in a timely manner before the due date. |
| P202503391 | 6/10/2025 5:11 PM | We lost power on 4/29 @ 930am and it wasn't restored until 5/1 @ 330pm. Liberty shows usage for almost the entire time we were without power. Enclosed daily and hour kw/hrs usage per my account on Liberty website. |
| P202503392 | 6/10/2025 9:50 PM | Our house is a little over 1,700 sq ft, 3 bedroom, 2 bath, and it is occupied by 2 adults. Since 2021 our ave power bill is between $350 and $400. As high as $546. I've lived in 4 different states, 9 different houses not including apartments, with occupants of up to 5 people, and this house being the smallest of any, least # of occupants, remains to hold the monthly power bill record by hundreds of dollars. |
| P202503393 | 6/10/2025 10:32 PM | Since Liberty Utilities became the company that provides electricity for our home, our monthly bills have been outrageously high. Our bills have at least doubled if not more. Our usage per day makes no sense and is inaccurate. The billing cycle constantly changes making due dates different each month. I was told this could not be helped. We are also being billed for winter storm damage that was not even in our area. We have no choice in who our electric company is and I feel that they price gouge because of it. Something needs to be done and I feel we should all be getting a refund for being overcharged. |
| P202503394 | 6/11/2025 7:47 AM | See attached |
| P202503395 | 6/11/2025 7:53 AM | See attached |
| P202503396 | 6/11/2025 7:57 AM | I reviewed the letter I received with my team and have the following feedback regarding our experiences with Liberty, etc. We have 3 locations that use Liberty utilities. 2 of them are on auto-pay. The 3rd location is not on auto-pay and is not able to be put on auto-pay. Not only is it not on auto-pay, but Liberty does not send us an invoice – our AP person has to login to their website and find it (which she described as a very bad website and getting the invoice is “jumping through hoops”). She is also not able to pay them any other way than mailing a check, which means we must rely on the US Postal Service, which is also unreliable. |
| P202503397 | 6/11/2025 8:02 AM | See attached |
| P202503399 | 6/11/2025 8:05 AM | I am writing to you regarding our constantly rising electric bills from Liberty Electric. Not only have our bills continued to increase each month, their customer service is lacking, they have no reason for the constantly changing rates and the fuel charges on the bills, in addition their rates are much higher than Southwest Electric (the other electric company in the area, also who we have for electric services at our place of residence). (see attached PDF) |
| P202503400 | 6/11/2025 8:09 AM | I received your letter in the mail and would like to send the two following emails regarding my experience with Liberty Utilities. I don’t see any meetings in Fair Play or Bolivar, MO so I hope I can forward my information to you by email. My experience with Liberty has been nothing short of infuriating. Their billing practices are the worst I have ever encountered in my life. There’s no way anyone can know if they are being billed accurately. Your attention to this matter will be greatly appreciated. See attached |
| P202503401 | 6/11/2025 8:26 AM | Thank you for the opportunity to send my accounting as I am a retired person, living on social security, and cannot attend your town halls. (See attached PDF) |
| P202503402 | 6/11/2025 8:27 AM | See attached |
| P202503404 | 6/11/2025 8:32 AM | I am unable to attend the Town Hall Meetings this week regarding Liberty Electric and I would like to voice my concerns in the below email please. Could I please get a response confirming this email has been received? *See attached for full comments |
| P202503405 | 6/11/2025 8:45 AM | When we purchased Taneycomo Lakefront Resort and RV Park in December 2024, we contacted Liberty to switch the account over. Contacted company a second time Jan. 3. Mailed and faxed the paperwork they requested on or around Jan. 6. Called repeatedly, but told the commercial department was 3-4 months behind. (see attached PDF) |
| P202503406 | 6/11/2025 8:46 AM | Please find attached a recap of the instances that are still occurring with no resolution. To be addressed at the town hall meeting. |
| P202503408 | 6/11/2025 8:48 AM | As I will not be able to attend the town hall in Aurora, Mo this evening, I wanted to share that effective March 1 my water bill increased by 41%. When I contacted Liberty they said the water rate increase had been approved. 41% sounds like a big increase to approve for the consumers. Liberty has also always had high electric rates. We have to keep our house uncomfortable all year long just to make the bills manageable, and I have a new heat pump and air handler. Thank you for looking into their billing practices. |
| P202503409 | 6/11/2025 8:50 AM | See attached for comments |
| P202503410 | 6/11/2025 8:51 AM | I am writing to express my concerns regarding my billing with Liberty Utilities. I lead a busy life, and I admit I have not had the time to fully investigate some of the billing practices I’ve often questioned. I believe it was during the winter of 2021 or 2022 that I received a letter from Liberty stating rates would increase for the winter season. In an effort to offset the higher costs, I kept my thermostat set at around 63 degrees. However, during the coldest month of that season, I received a bill for over $600. In previous years, I typically kept my thermostat between 68 and 70 degrees, and the highest bill I ever received was around $450. I found this increase highly suspicious, but I trusted at the time that it was accurate. |
| P202503411 | 6/11/2025 8:54 AM | See attached |
| P202503412 | 6/11/2025 8:55 AM | My brother and I have been residents of 202 Dunkle Drive in Marionville since November of 2017. At the closing of our house, we spoke with the builder and prior owner of our residence and he and his wife told us that the most they had ever paid for power was under $150, and that being in peak months. Our house is a little over 1,700 sq ft, 3 bedrooms, 2 baths, and it is occupied by 2 adult brothers. The lowest that our bill has ever been in my documents, was $191.50 and that of March 2021. (see attached PDF) |
| P202503413 | 6/11/2025 8:58 AM | **See attached |
| P202503417 | 6/11/2025 9:18 AM | I am not sure what's going on with Liberty but I have zero complaints and I have extremely high standards for customer service as I was a general manager/manager/worked for several executives/business owners. (see attached pdf) |
| P202503421 | 6/11/2025 11:21 AM | The price seems pretty high. We took a family trip out of the country for a whole month at the beginning of the year. The bill we received was as high, if not higher, as if we had never left at all and consumed as usual. We also have our payments on autopay so as not to over spend each month. Somehow the bill for April was never taken out, and we got double charged in May. We have never encountered this before, and would like to know why there are so many strange occurrences with this company. |
| P202503422 | 6/11/2025 11:43 AM | I have to wonder how Liberty Utilities is charging their clients. Here is my billing information: 5/6/25 $157.06. 28 days 4/28/25. $178.22. 33 days 3/26/25. $176.53. 25 days 3/11/25. $481.72. 34 days 1/23/25. $262.91. 32 days 1) How is our bill $481.72 where there was not severe weather and only one person living in the house? The bill was usually about $175.00 for that type of weather. 2) Why is there such a difference in the number of days in the billing cycle? 3) How well is Liberty Utilities managing their finances? 4). I am not if favor of them increasing their rates until their management and billing methods get closely monitored. Thank you so much for your time reviewing my concerns. |
| P202503424 | 6/11/2025 11:55 AM | We were unable to attend one of your meetings but would like to comment on the billing process. Why are we getting billed for the February 2021 storm and Asbury costs. Because it should have been taken care of by insurance. Also why are we being billed a fuel Adjustment clause as we have no fuel delivered. |
| P202503426 | 6/11/2025 1:06 PM | I bought a home 3 years ago. Before then I was in an apartment for 7 years. In the apartment my electric bill was about $120/month before Empire changed over to Liberty. Then the bill went to about $150/ month (avg. ACI & heat). After I moved into my new home my bill continued to be about $150/month for the first year. Last summer my bill went to $200/month as Liberty said it went up because of my AC running all day. In the winter, my bill went up to $300-350/month. Liberty told me it was due to peak hours, and pricing went up during the wintertime. After hearing about this complaint being filed my bill last month was $130/Month. Strange how it went down when a major complaint was made with the state. |
| P202503427 | 6/11/2025 2:32 PM | I have repeatedly received two electric bills every other month and have asked for them to please just fill me once a month as a amount of fixed income I was told that this was impossible to do because it took too much time for liberty employees to redo it. It probably wouldn’t happen and they just didn’t wanna make the time to do it. I have never had an electric company bill me twice a month it’s always been once a month and that is what I really requested and they told me they could not help me because it was too much work on their behalf. |
| P202503428 | 6/11/2025 2:53 PM | See attached. |
| P202503429 | 6/11/2025 2:53 PM | See attached. |
| P202503430 | 6/11/2025 2:53 PM | See attached. |
| P202503433 | 6/11/2025 3:17 PM | See attached pdf |
| P202503434 | 6/11/2025 3:20 PM | I am sending this email in response to the letter we received from the Missouri Public Service Commission regarding the investigation of Liberty Utilities' customer service and billing practices. We have been a Liberty Utilities electric costumer since the church began in 2019. The following is our list of complaints with both the customer service & billing: *Unable to reach representatives on the phone. *Unable to create an online account or pay online. (And unable to reach anyone regarding both issues) *Inconsistent billing. (see attached pdf) |
| P202503435 | 6/11/2025 3:22 PM | I wanted to share some concerns regarding billing issues with Liberty Utilities. Their inability to effectively process full payments for outstanding balances has been quite frustrating. For instance, my previous balance as of April 29, 2025, was $186.18. However, they only auto-debited $87.89 on May 27, 2025, leaving a carryover balance of $98.29. This amount was then added to my new total electrical charge of $97.77. This partial balance auto-drafting has become a chronic concern. I would appreciate your assistance in addressing this issue and finding a resolution. Thank you for your time and understanding. Amanda Williams | Project Manager, Advanced | Credit Union Solutions PMO |
| P202503436 | 6/11/2025 4:57 PM | Comments in Liberty Electric: very outraged at the service I got as a new resident in an apartment complex in Branson. Unbeknownst to me, some Liberty employee hooked up my account to the wrong apartment with the wrong apartment number. I tried to call in and say how my first bill was too high. No amount of talking did any good. No one even suggested having the account checked for accuracy. It turns out I was right. (see attached PDF) |
| P202503437 | 6/11/2025 9:19 PM | I am extremely frustrated with the lack of response and accountability from Liberty Utilities. Despite multiple attempts to contact your team by both phone and email, I have received no assistance or follow-up whatsoever. I have been trying to access my account for an extended period, and the continued silence and inaction on their end are unacceptable. This level of customer service is completely unprofessional and has caused unnecessary inconvenience and delay. I expect immediate attention to this matter and a prompt resolution, as it should not be this difficult to simply access my own account. |
| P202503438 | 6/12/2025 7:54 AM | I am a small business owner. I have paid my utility bill on time every month for seven years at this location. In March, 2025 I received a large envelope from Liberty Utilities with multiple bills saying that I owed $ 345.00 due on March 25, 2025 for service dating back to 1/22/25 that I had not paid. I called Liberty customer service and they at first could not find my account, then after several minutes they told me that I owed for suite 7 and I had only paid for suite 6. I have two units rented and have always paid for both in one billing and had never gotten a separate bill which stated that I owed anything. (see attached PDF) |
| P202503439 | 6/12/2025 8:01 AM | Unfortunately, I was not able to get off work in time to drive to one of these towns for the meetings. I have had inappropriate withdrawals from my bank account to pay my Liberty account. (see attached PDF) |
| P202503440 | 6/12/2025 8:06 AM | Good Morning, Yes, my utilities run extremely high, especially in the winter. I have my thermostat set at 70 degrees. There is only 2 adults in the home. Only if the temps fall below freezing, do I turn up the heat..to keep pipes from freezing. I can not afford utilities over $350. I can send proof if you need. |
| P202503442 | 6/12/2025 11:02 AM | Previously I would pay no more than $15/month for my water bill and now I am paying close to $66/month or more. I have now noticed there is a $26 fee every month for the meter size when I think it should be once a year. We have never paid for a meter fee before while living there for 33 years so I am trying to understand why now we pay this fee monthly. I have also noticed that sometimes the water tastes like chemicals which is odd to me. I do understand the water bill going up due to economic reasons but the $26/month for the meter fee seems a little outrageous to me and I feel I need to understand that better. I cannot attend a meeting as they are 4 hours away. I am a single income home with 4 people, and I cannot afford this. |
| P202503443 | 6/12/2025 12:26 PM | Previous to this Commission’s investigation of Liberty Utilities, the customer service of Liberty Utilities has been far below that of my previous Electrical Suppliers. I have had City Utilities (5 years, when living in Springfield), then moving to rural SW Greene County, we were on Ozark Electric for 28 years, then relocating to North of Republic, we have been on Liberty Utilities these past 12 years. When comparing electrical rates with Ozark Electric, we found that our rates with Liberty are far higher, but there are no options available…. If we want electricity, they are our only available source. Regarding my latest complaint about the Customer Service, happened a year ago. (see attached PDF) |
| P202503446 | 6/12/2025 3:45 PM | Thank you for arranging the recent town halls. I attended my local meeting yesterday and opted not to speak for a variety of reasons and instead chose to address my concerns here. (see attached PDF) |
| P202503447 | 6/12/2025 3:50 PM | See attached. |
| P202503448 | 6/12/2025 3:52 PM | I have been a Liberty Utilities customer for close to 5 years. Almost 4 years ago, I enrolled in Liberty's Budget Billing Program ( BBP) to avoid having big bill increases in summer and winter. For 2-3 years, it was fine and I was billed for the exact amount required by my BBP plan and paid it faithfully each month. The amount was re-figured each year and adjusted as needed based on my usage. Everything was good until Liberty changed their billing system. (see atttached PDF) |
| P202503449 | 6/12/2025 3:53 PM | See attached. |
| P202503451 | 6/12/2025 3:58 PM | I’m writing this email due to the issues with liberty utilities billing problems becoming public knowledge. I have been a customer of theirs for around 10 years at my current residence. My electric bill averages around $600 per month for a small 3 bedroom house. We have had numerous electricians investigate and all tell me that there is no reason for my bills to be that high as my usage does not match my bills. I have tried many many times to get Liberty to correct this issue but they will not even attempt to look into it. Please help!! |
| P202503452 | 6/12/2025 3:53 PM | See attached. |
| P202503453 | 6/12/2025 4:24 PM | Greetings, I have received the letter from the Missouri Public Service Commission, concerning the billing activities of Liberty Utilities these past few months. As the administrator of the accounts for the Village of Flemington, this was quite a difficult time. some of the issues were: -Receiving no billing at all -Receiving billing with a due date of the date of statement -Receiving several of the same bill with a credit on it -Receiving billing with three months of payment due and no account information. As Clerk for the Village of Flemington, I also hear from our residents about their billing. (see attached PDF) |
| P202503454 | 6/12/2025 4:29 PM | I would of loved to have made it to one of the meetings to share my frustration with this company but I am not going to be able to make it due to work constraints. I'm not sure what all you are looking for in what you want us to say, but I have had nothing but trouble in regards to the service with Liberty since I moved to the Buffalo, MO area. (see attached PDF) |
| P202503455 | 6/12/2025 4:34 PM | We are customers of Liberty. We had no issues except rate hikes for the past 33 years. That is until last year. From June through December of 2024, we were not receiving monthly statements. We contacted them on several occasions to be told we had a 0 balance. We knew that was wrong and even though we have solar panels, receive monthly charges. In December we started receiving statements. Each one adding to the next. The amounts we paid each month were not being deducted. We feel that a rate increase is unwarranted until all the payments are fixed. Also. We were promised that the wind turbines a couple miles from us would lower our electric rates not increase them. |
| P202503457 | 6/12/2025 4:39 PM | I would like to comment on the Liberty Utilities billing practices in the last couple of months. I received up to 8 bills in the mail in one given day. This happened about 3 different times. I opened them all and even saved some of them to prove the lack of professionalism with the company. At one point I called the office after I got a bill for 2 months that was due in just a couple days that was over $1200. We have a business and that was quite a shock. (see attached pdf) |
| P202503458 | 6/12/2025 4:50 PM | "I attended the town hall meeting in Branson last night and it was political theater. I heard awful stories about how Liberty is treating people and stealing people's money and the Commission is working in conjunction with them to allow it. You guys aren't doing anything about it. I want my money back." |
| P202503459 | 6/13/2025 7:44 AM | Hello, you invited comments on Liberty utilities. The only problem I have had is when they started switching their billing system. I use the level payment system because it’s easier for me to budget that way. The old statements were very easy to read, and easy to see if I was staying close on what I actually owed, and what I was paying. I have never been able to do that with the new billing statements. I will probably just go back to paying the actual amounts so I know I’m paid up every month. I only called in once to ask some questions. I was on hold for about 30 minutes, but when the lady came on the phone, she was very nice and tried to answer my questions. (see attached) |
| P202503462 | 6/13/2025 8:11 AM | My electric bill has been almost double since Liberty updated their billing system and how they bill. I have been lowering my usage and my bills are still outrageous. I’ve also been getting two bills a month, both with different information and when going online (which is always a hassle with their website), the online amount is different from both of the bills. Liberty says they are about conservation, but they are wasting so much paper sending two bills a month. Liberty has also claimed they are making the infrastructure better, but I have experienced more power outages in the past year with them than all the years the company was Empire, combined. Customer service agents are incompetent and don’t ever know what’s going on |
| P202503465 | 6/13/2025 8:31 AM | I wish to have my experience with Liberty considered during your investigation of this crooked company. (see attached PDF) |
| P202503466 | 6/13/2025 8:47 AM | PSC, I know that the PSC is a scam designed by the state of Missouri to provide political cover for Liberty Utilities to steal money from customers. I hope when the truth is revealed, all of you are criminally prosecuted for your evil acts. There are people suffering and desperate today because of the criminal actions of Liberty Utilities. The PSC is complicit in covering up these crimes. Shame on all of you. I want my money back. I want to see the leadership team at Liberty Utilities, and the PSC legally punished for the evil you have inflicted upon thousands of people. Fuck you, I hope you have the day you deserve. 🖕 |
| P202503467 | 6/13/2025 8:59 AM | I’m filing a complaint against Empire District about their billing practices. I pay my bill through my bank, on time, every month. I received a bill after my bill was paid claiming I owed more money. I called and the lady told me it was for 3 days. I had no choice but to pay it. I have all documents needed to prove I didn’t owe that money. |
| P202503468 | 6/13/2025 9:06 AM | See attached |
| P202503470 | 6/13/2025 9:47 AM | I bought a commercial turkey farm in March of 2024. I received one or two bills from Liberty, then nothing for over 9 months. Now they want me to pay all of that over the next 12 months, which adds approximately an extra $500 per month to my monthly bill. That is a hardship. Even more disturbing, is that they started sending me my son's home bill. After there implementation of SAP, they had 5 addresses for my son, but none of them were correct. They obviously had conversion issues. Did they have similar issues with the meter reads? Is the amount they are billing me for over those 9 months really my usage? I don't think they ran parallel systems to ensure the correct conversion. |
| P202503471 | 6/13/2025 9:59 AM | Good morning, and thank you for the opportunity for Liberty Utilities customers. We began using Liberty Utilities in April of 2022, which is when we moved into our current house. Unfortunately, I cannot speak to the rate increases, because I do not understand any of it. However, I can speak to their practices. (see attached PDF) |
| P202503472 | 6/13/2025 10:05 AM | PSC, I'm sharing a letter that I received addressed to me, and intended for another customer. The level of theft is breathtaking. I want to shed light on the incompetence of the PSC. Please add this to the public record. Fuck you, I hope you have the day you deserve🖕 Scott Lightwine |
| P202503474 | 6/13/2025 12:22 PM | Liberty utilities auto reads meters to give an “estimated usage” often leading to over charges. They claim that they make adjustments to bills that are manual reads, but the bills never seem to adjust unless in their favor. They increase utility costs with zero improvements to the power grid in my area. |
| P202503478 | 6/13/2025 3:05 PM | See attached. |
| P202503479 | 6/13/2025 3:05 PM | See attached. |
| P202503480 | 6/13/2025 3:05 PM | See attached. |
| P202503482 | 6/13/2025 3:05 PM | See attached. |
| P202503483 | 6/13/2025 3:18 PM | I would like to convey my concerns about Liberty Utilities. I was a lifetime customer of other providers until March of 2025 and seldom felt taken advantage of. Since my last move to a home serviced by Liberty, price of my utility service has continued to rise way beyond what is even reasonable. I researched options such as solar to see if it would relieve some strain but the rate of return per kwh doesn't even make sense. I really believe Liberty should be held accountable to keep rates comparable to other local providers, if not, the customer should be able to choese what provider they would like to use. If I chose to move again, I will definitely not buy where Liberty is the provider. Thank you for your time. |
| P202503484 | 6/13/2025 3:22 PM | I am forwarding my comments regarding Liberty Utilities customer service and billing issues. (see attached PDF) |
| P202503486 | 6/13/2025 8:18 PM | I did not receive a bill for several months in a row. Then I received a bill for over $2000 that threatened to disconnect my service. When I spoke to customer service and informed them that I hadn't received a bill in months, I was told that I knew I owed something and should have paid a random amount anyway regardless of whether I received a bill. I can't understand their billing methods and therefore I have no idea if my bills are correct and no confidence that my bills are correct. I don't trust Empire/Liberty to accurately figure my bills, especially when they can't do the most basic service such as getting bills mailed in a timely manner. I believe it's possible that I have been overcharged for potentially thousands. |