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Complaint Details
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Initial Complaint
07/09/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
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.Initial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was trying to pay my SDGE bill so I would not be late. It was due on July 1st and on SDGE website it was stating that the payment would be credited on the 1st. As the week is going forward money was not taken from my account for this bill so I go to SDGE website to find that the payment won't be made until July 10th so I called and talked to ***** or ***** and she was not helpful at all .She was saying how she can't help me to make that payment on time because that's how their website works and their was nothing other than the " will be credited on July 1st" that I saw. So then to pay it that day I had to call another number and it's all automated so more frustration with all that number typing plus I get charged an extra $1.50. All I'm trying to do is pay my bill on time and SDGE and ***** are making this whole process frustrating. Now my bill will still be considered late so all my efforts failed and as a consequence of that SDGE could take away my covid payment planBusiness response
07/10/2023
Attempt to reach customer by phone was not successful but direct contact information was provided via voicemail.Initial Complaint
06/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Went to make a payment on my payment plan from last years true up and they took the whole amount due instead of the agreed amount.Business response
07/05/2023
Customer contacted and advised to contact banking institution.Initial Complaint
05/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Originally, when we moved out of the state and closed our account we had been overcharged. They recognized this only after weeks of calling and asking for an explanation. They tried blaming it on the ********** clean alliance program but that was not the case. They finally looked through all my statements and saw where their mistake was. This was only after weeks of being hung up on almost consistently, and always conveniently right after the representative realized the issue. Eventually I was told they owned us a good chunk of money and would be issued a refund in 30 days, this turned to 80 days after the first 30. After the additional 80 days I called to follow up and was told I wasn't owed a refund which was very frustrating. After some back and forth they then changed back to saying yes I am owed a refund and started a new case so it would all have to be processed all over again. That was in February and they promised me they would be calling to follow up in a few weeks and I have yet to hear anything additional from them since.Business response
06/21/2023
We apologize for the delay. The billing department is currently reviewing the account and will make any necessary adjustment. We will notify the customer when the review is complete.Initial Complaint
05/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I stopped service on March 31st, 2023 and paid final bill in full. Almost a month and a half later, I get an email saying that they have decided to charge me an additional $50.84 due to an "retro active adjustment from past bills". They have also added a statement that my current bill is now $386.16 for services after March 31st, 2023. They have deleted my account on their website and I cannot login in. I've tried to use forget username of password and get email not associated to any account. Without access to my account, I cannot view any statements or contest any issues. I have called their customer service line and the gentlemen acknowledged that my service was stopped on March 31st, 2023 and either could not or would not give me an answer to the additional charges but insisted that I must pay them anyway. I asked to speak to a supervisor to which I am being given the run around and they said that they will call me back later.Business response
06/21/2023
Customer contacted and issue resolved.Initial Complaint
05/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have solar panels and paid my *** up electric bill on January 16, 2023. My electric statements do not show my payment. I contacted customer service and was told to send a copy of my cancelled check to their special services desk. I did. They replied that they did not endorse my check and told me to contact my bank. I went to my bank in person and they printed out my endorsed check which is made out to SDGE with my account on it. They also printed out my bank statement showing $3,144.26 was taken out of my account and deposited on 1/17/23. I have always paid my bills on time. I do not want my credit score to be affected by this. If I have to hire a lawyer to resolve this, I will.Business response
06/20/2023
Customer contacted and provided results of investigation.Initial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We live in **** sq ft. No central air, gas furnace. We even had an electrician come out to ensure that none of the two older (couple years old) appliances we have are causing an issue. Tech sent out, 1st time no one called or knocked when arrived and just left a tag, rescheduled next day, tech shows up and recommends a meter tester to come out, told that person will call to schedule with me... Instead I received an email from someone who is analyzing our usage. I started tracking our usage daily and checking after midnight each night on the app and took screen shots/sent them to him each day. He agrees after several days what we are both seeing does not align with what I am sending and let's me know he will come out and check the meter. I asked to text me when he arrives. That day comes and I get email saying I tried to text you but it didn't go through, I have what I need. Your meter is not same being billed for. I asked how he got in through our gate. Proceeds to tell me he now sees he went to our "mailing address" at calle casita (our old address but the app and online both match our current address) and I asked why would you go to mailing address. Now I am being sent updated graphs that match what I told them our usage was (including turning of breaker at main for an hour/it was still showing usage but now the new graph shows no usage. I have a complete email chain of all screenshots and it seems odd they are all different now. The usage still does not align with what we are using. Need someone to call asap.Business response
06/01/2023
Customer contacted and correct refund will be mailed next week. We apologize for the delay in resolution.Customer response
06/02/2023
I have no idea about a refund. Ive had no contact from sdge except about a week after complaint saying a meter test would be ordered the next week. Nothing was ordered and no meter test was done. I have also never heard back from the supervisors sdge told me would be calling. I have had no communication except that a meter test would be scheduled so no communication about a refund.Business response
06/21/2023
Customer contacted, meter tested and verified serves their premise.Customer response
06/22/2023
I am still waiting for a supervisor looking into it to see if our meter (which was replaced by meter tester because it was old) was giving incorrect readings Dec-March.Business response
06/23/2023
The meter was tested onsite and results were within CPUC limits. The technician indicates the results were provided to the customer via a door hanger.Initial Complaint
04/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
SDGE is billing me for the wrong gas meter. This was verified in person January 20 2023 by a tech in person. He said it would take 1 to 2 billing cycles to fix it. It is now April 27 and no progress has been made. The person I spoke to yesterday said that they were not 'doing meter switches' right now. My bill has been 3 to 600 dollars higher than normal and I have been paying it, but there is no evidence it will ever be fixed. I don't know what to do. I want them to correct my bill and set up the correct meter on my account. If anyone knows how to get some leverage with them I would appreciate the help.Initial Complaint
04/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received my April bill and my level pay was not included in the bill. This made the bill more then expected. I did not receive anything stating they were going to drop the level pay. They said that my account was switched over to the Community Choice Aggregation (CCA) and that I didn't opt out of the program when I had the chance. I never received notification of the switch and (according to the customer service rep) it wasn't directly from SDG&E and it was a postcard flyer. I check the mail every day and I never received anything stating they were going to. They also couldn't explain what the CCA program was and just directed me to the web site for info. They could only extend my due date. I would like to have my level pay plan reinstated and for this months bill to be reduced back to the level pay it was supposed to be.Business response
06/21/2023
We apologize for the inconvenience. The Levelized Payment Plan was reinstated.Initial Complaint
04/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Please see attached exhibits. I am a new solar customer to starting in February 2023, my bill is divided between gas and electric. My February 2023 Sdge bill totaled $57.50. This was $2.37 for gas and $55.13 for electricity. The low gas amount was because I I was credited $43.40 for the ********** climate credit. I paid the $57.50 by the due date.The March 2023 sdge bill shows the $2.37 credit for the gas payment but mysteriously there is now a past due amount of $43.01 for gas. This is wrong because our gas bill was $2.37 and was paid in full. It appears that the $43.40 credit was just yanked puff our account, given rounding and taxes. Also for that month, our *** YTD grows by a credit of $43.01. This is important because the *** YTD isnt actually a credit but a promise of a potential future credit, in addition, the misallocation shows us as being past due for gas when we paid what we were billed. This would be a simple discussion to resolve directly with sdge BUT THERE IS NO MECHANISM BY WHICH A CUSTOMER CAN DISPUTE AN INCORRECT BILL. ********************** bills specifically refer billing disputes to an 800 number. That 800 number does not have anywhere in the option menu to dispute a bill. You cant connect to a human. You cant leave a voice mail. They dont give you an email address. SDGE HAS ELIMINATED ANY MEANS BY WHICH A CUSTOMER CAN ADDRESS A BILLING ERROR. And this is clearly, clearly their error. this is patently ridiculous. No amount of artificial intelligence can overcome determined indifference and deliberate stupidity. How can the ******************* allow a utility to prevent a customer from contacting them.To resolve this I need SDGE to correct our bill. But by far the greater discussion is how San Diego gas and electric is allowed to operate without a reasonable means to dispute a bill.Business response
06/02/2023
Attempts to reach customer by phone were not successful. Billing concern resolved.Customer response
06/05/2023
Sdge made exactly one phone call attempt on May 9, 2023. They did not leave a message. They did not leave a return phone number.
The number this came from is the general 800 number, which, as per my previous complaint, DOES NOT PROVIDE A MEANS BY WHICH A MISTAKE ON A BILL CAN BE QUESTIONED.
The crux of the issue is that one cannot challenge a mistake on an SDGE bill. This company is a utility. They generate millions of bills a year. They are a service that a family cannot NOT use. How are they allowed to not have anybody answering the phones? They can hire one actual human, right? Or change their voice mail menu to include an option to dispute a bill? Or is the **** and BBB content to act as the de facto customer service department for **********************?
Business response
06/21/2023
Attempts to contact customer were not successful, issue was resolved.Customer response
06/23/2023
SDGE states they were unable to contact me. This is a flat out lie.
I have received no email, no US mail and no phone call. Just exactly how are they attempting to contact me? I want to see at which telephone number or at which email I am unable to be contacted. My address hasnt changed in 32 years BTW.
Business response
06/28/2023
Attempts to reach customer by phone were not successful and unable to leave a voice mail message. A response letter was also provided to the ************************************** to address concern and should have been forwarded to the customer.
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Customer Complaints Summary
128 total complaints in the last 3 years.
22 complaints closed in the last 12 months.