A moratorium on utility shutoffs for Baltimore Gas and Electric Company customers was extended to April 1 as the state’s regulatory agency ordered the utility company to fix problems with its customer service call center.

The Maryland Public Service Commission received over 650 complaints between July and mid-November last year against BGE about its call center. Among them were at least 140 complaints detailing ”deficiencies” and “even systemic failure” with BGE’s call center, according to a letter Thursday from the commission.

It comes as frustration mounts over costly winter electric and gas bills, with some BGE customers expressing concerns over shutoffs that were supposed to begin Feb. 28.

The complaints outlined hourslong hold times, call disconnections and failures with the “callback” system, including the removal of the option to remain on hold, according to the letter order. They also pointed out unsuccessful attempts to reach the call center by phone over several weeks, and the “inoperability” of BGE’s self-service website and app.

In a statement to The Banner, Jane Ballentine, a spokesperson for BGE, said the company is aware “that some customers have experienced long wait times.”

“We have been working to increase staff and have seen measurable improvement in our response times,” the statement reads. BGE “will, as always, comply fully with the Commission’s order.”

The commission ordered BGE to investigate disputes and work with each customer on a resolution. However, the commission noted that is impossible if customers can’t reach a call center representative and expressed concern the situation could worsen as “customers begin to grapple with the effects of winter temperatures on their bills,” the letter order reads.

The PSC issued a moratorium on new notifications and collections for overdue payments, as well as service interruptions and terminations for nonpayment, until April 1.

BGE is also required to report previously agreed-upon metrics on a monthly and quarterly basis and to provide historical data from the past three years.

David Lapp, who leads the Maryland Office of People’s Counsel, the state’s ratepayer advocate, said in a statement that the moratorium was necessary to protect customers until there’s “evidence that BGE has made systematic improvements.”

The Office of People’s Counsel requested an indefinite extension of the moratorium earlier this week.

BGE can request a lift of the moratorium after April 1, and may be able to recoup any lost costs from the pause the next time it lobbies the PSC for a rate adjustment. But the commission said “customers should not bear the risk from this uncertainty, and any increased costs should not accrue to the detriment of customers.”