ComplaintsforSan Diego Gas & Electric Company

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received one and only notice from SDGE that was the cost of my **************************** for the entire year at once. I thought it must be a mistake or scam and they told me it was not $691.79, but $818.25 that is due immediately (bill attached.) My lease is up and I am actually leaving my property after 1 year of living here and they said I can break up the bill into payments, but I will be paying this off for a year after closing my account-- I can't believe they didn't contact me even after a few months of a bill past due. I have been a customer over 25 years and they have my address and phone number. I am currently out of work on medical leave, have just applied for disability through EDD, and I have thousands of dollars of medical bills. Had the company charged me as we went, I would have gladly paid--I thought I had set-up auto pay and successfully as I never heard a peep, but this bill is inexcusable and all they can suggest is getting a 3rd party such as CARE or CUI to help me pay. I earned $100 over the low income requirement and feel it is SDGE who should be held accountable for their own failure to collect. I cannot pay this at this time. I am asking for a drastic reduction of my bill and extended timeline though this is very hard on me, it seems like a fair compromise, and I will not be a customer again.Thank you.

  

  Business response

  01/31/2024

  Customer was contacted and discussed options that are offered from the company. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother is ********************************************* her husband's name, they are not sending back the CREDIT or overpayment back. As the son of the spouse with ***** of ********* I provided all documents including death certificate, but they keep asking for more docs and keep asking me to call only state they cannot talk to me. I have an email trail

  

  Business response

  01/23/2024

  Policies were explained to the customer involving their request. 

  Customer response

  01/23/2024

  Still no return of deposit or direct response from business for an 85 year old customer. 

  

  Business response

  05/13/2024

  Customer was contacted and advised the companies policies regarding their request. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have many solar panels on our roof and have had them for six to seven years. Our annual SDG&E charge every December is in the neighborhood of $300-$500.I just received my SDG&E bill for 2023 and the charge is $1587.86, four times the amount I typically pay. This is outrageous!!!!! In the e-mail it said that this charge is a NEM true-up and unfortunately I do not understand what this means. It also said that my current charges including tax is $235.32 but the SDG&E employee with whom I spoke a few minutes ago, said that this is a charge for this November and December only.

  

  Business response

  12/19/2023

  Customer contacted and their concern was addressed. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 3rd I made a payment to SDG&E of $49 through BillMatrix with my Master Card ending in ****. The balance of $15.81 was paid via my checking account with **** of America ending in ****. This took care of the total balance owed.On November 6th, SDG&E charged my BofA checking account mentioned above another $64.81. I realized then that I had my account on autopay, so I removed the autopay option and called SDG&E to request a refund as I did not have enough funds left to buy my medications. The representative said a refund check would be processed and I could expect it in the next 3 to 4 days (I never received the refund check).On November 7th, SDG&E again charged my BofA checking account $64.81. I figured the representative had made a mistake in processing my refund check. I gave it a day to check my online bank account again to see if anything had been rectified. Everything remained the same.On November 9th I contacted **** of America to dispute the two transactions mentioned above. In essence SDG&E had been paid 3 times for the same charge. **** of America accepted the claim and on November 13th they credited my account back.On November 14th I received an email from SDG&E telling me that due to too many returned ACH transactions I will no longer be able to pay online. I am required to pay with Money Order or Cashier's Check. I am a 70 year old woman with some health issues and I find it very inconvenient that I will have to go through all that trouble every month when I have been a good paying customerfor almost 3 years.I am respectfully asking for your intervention in restoring my online payment privileges. As you can see, SDG&E is not exactly being fair.If you need me to provide back up documentation please contact me via email at ****************** or by phone at **************.My SDG&E account number is ************** 1 I thank you in advance for your assistance.Sincerely,*****************************

  

  Business response

  12/01/2023

  Customer request was honored and all payment options are available to them. 

  Customer response

  12/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ISSUE 1:I had made a $218.91 payment to my SDGE account, which posted on 9/14/2023. SDGE is sending me a bill stating that I paid $45.59 on 9/11/2023. Due to their accounting error, my balance due for the month of October is higher than expected. This raises another concern as to whether they have been doing this with my prior account statements as well.ISSUE 2: SDGE refuses to accept my bank account number and routing number over their website. I had called them repeatedly regarding this issue in the past, and they kept telling me that my bank account number is invalid. I know that this is not the case because a) countless other entities over the past 20 years have accepted my bank account number and routing info, b) I had verified this over the phone with their customer service representatives, and c) they had already accepted payments by checks through the same exact bank account and routing number. This had resulted in me paying a few of my bills in the past through a credit card, which charged me a service fees.ISSUE 3: I have a solar panels on my house which have been active since August. SDGE is not accounting for the energy generated by my panels. As a result, I still owe SDGE a hefty amount and my solar company is charging me finance fees.

  

  Business response

  10/04/2023

  Contacted customer to discuss billing concerns. Working internally and following up with customer to resolve banking concern.

  Customer response

  10/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had autopay to pay my electric bill for 7 years. Back in May, my bank noticed an unusual transaction and froze my account; it was for a single day until I got a hold of them to tell them the charge was actually a legitimate charge. That 24 hour freeze coincided with the auto deduction from ********************** and the payment was not made. I called (8/7/23 7:05am - Kiera) ********************** when the second autopay was not taken. I mailed in two checks and was told all was well. Then the third autopay was not taken, I called (8/24/23 7:45am- ******) and the customer service agent tried having me add bank information, delete autopay and resubmit. None of these worked. I asked to speak to a supervisor, who called me back (8/25/23 -****************), he told me my account was forwarded to the IT department and he would call me back when he had information. On 9/6/23 1:50pm - ********, I called back trying to speak with **************** to hear what the status was on my account and the Analysis Team had not even looked at the issue. I have been dealing with this problem for 3.5 months and **********************'s non-responsiveness tells me that they really don't care.

  

  Business response

  09/13/2023

  Issue has been resolved

  Customer response

  09/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  It needs to be said that without the help of the BBB, the issue was resolved in a day which I struggled for three months to resolve.

  THANK YOU BBB!

  And shame on you SDG&E.

  ***********************

   

   

  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a discrepancy regarding the payment agreement for my account at *******************************************************. On July 26, 2023, I spoke with the SDGE credit department and customer service residential, and it was confirmed that we had reached a payment agreement of $200.00 per month, starting from July 29, 2023. However, on August 30, 2023, I encountered difficulties accessing my SDGE account online to make a payment. Upon contacting customer service, I was informed that my account had been sent to collections on July 26, 2023, contrary to our established payment agreement. Furthermore, I have also been approved for the CARE program, but I have yet to see the discount applied to my balance of approximately $ *****. I recall receiving a call from the SDGE credit department and promptly returning the call as instructed in late July 2023. During my conversation with residential customer service, I was assured that everything was in order with my account. Please assist in resolving these issues promptly. I must ensure that the agreed-upon payment plan is honored and that the CARE program discount is appropriately applied to my account. I appreciate your attention and look forward to your prompt response. Thank you for your assistance.

  

  Business response

  09/12/2023

  Left voicemail advising that issue is being addressed and will follow up when resolved

  Customer response

  09/12/2023

  Not only has this impacted my credit negatively but also after multiple phone calls with CARE which approved me they still have not applied the disc. In addition because it took 4.5 months to transfer the utilities into my name and into residential rather than bus . The arrearages plan I was informed in Feb That I would qualify for and my balance applied was never addressed and so because of the 4.5 months sdge took I have a much larger balance because of that and the problem with CARE 

  

  Business response

  12/04/2023

  Customer contacted and advised of pending resolution. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started services at a new address in ********. My energy usage on the SDGE chart shows the day I started service. ***** moved in yet. I was using on average 3 kilowatts an hour. How?? This continued all the way until I called on July 18th and suddenly my hourly average was under .5 a kilowatt. I havent changed a single thing. They claimed it was due to an appliance being left on. At my old residence we left a lot of things on and ran the ac and the usage was never this high. So Im very confused and suspicious about what is going on with SDGE.

  

  Business response

  07/25/2023

  Customer contacted and concerned addressed. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past 6 months or more, my bill from SDGE has been significantly ESCALATING every month, to the point where I do not have enough money to pay it. I must choose between food, gas, medical bills, medical insurance or electricity. I am hungry. I also have a disability, which only makes this issue worse.I live in a 1 bedroom apartment and have always been in Tier 1. I do not have much in this apartment: 1 bed, 1 lamp, 1 19' inch TV, and a couch. I work ***** hours a day online, and do not watch TV or do any other activities in the unit. I watch TV on my phone. There are no pets, spouses, friends, or visitors. Last month my bill was approximately ******. The next bill is estimated to be $216.00, although I have not used ANY AC/Heat or changed any of my habits. I do not use the apartment bright lighting because of chronic migraines.I am currently on the medical baseline plan because of the level of heat that I need in the winter to breathe. If I breathe in cold air, my lungs shut down. With high medical bills due to multiple medical issues, to include asthma, and a transplant, student loans, and the high cost of just existing, I can no longer keep up with these bills.SDGE has no explanation as to why my bill is doubling although none of my habits have changed in 3.5 years. They have not offered to send anyone out to inspect the unit. I am seeking some kind of action as soon, I will not be able to support these extraordinary high bills which cannot be explained. I simply do not make enough money.Regards,*************************

  

  Business response

  07/17/2023

  Customer contacted and concerns discussed. 

• Initial Complaint

  07/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Agreed to be invoiced under their "Level Pay Plan". First invoice under this plan was in March. By second bill I could see that SDGE was s******* up, so I contacted them and asked to go back to the regular billing method. I have contacted SDGE at least a half dozen times by phone. I was promised twice that the error was fixed. As of my current bill, July, things are still screwed up.

  

  Business response

  07/26/2023

  Attempts to contact the customer by phone were not successful. Contact information provided via voicemail. 

  Customer response

  07/30/2023

  They tried to call me?!?  Well, I called them over half a dozen times to no effect.  What is another phone call going to do?  They screwed up my billing.  I explained the problem to multiple people.  I was promised twice by two different people that the error would be corrected.  It was not.  I already stated this in my original complaint. 

  

  Business response

  12/05/2023

  Customer was provided pertinent information regarding their bills. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩