Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been a customer with this company for over 5-6 years and could have been longer if not due to the circumstances with my account number ************* . my account was cutoff and closed for about 51.00 and some change on ************ the day the bill was due , saying for non payment . I never got any warning nor have i ever heard of a company cutting you off for such a low amount. I called on ************ and spoke with****** who was not informative at all nor did she give a real explanation of the reason or charges , we talked about how on **** the *** i had to pay 56 dollars to avoid cutoff which an email was sent to me and that was done **** the *** and then the *** i had to pay 51 . 00 and i called on the *** to pay that 51 and they had closed my account and services completely . i had paid the **** the *** bill so there was no reason to cut me off and she saw in the system as well as i have email proof which im attaching below that that was all that i had to do . She never explained anything and im like you going to ruin going another 5 ro maybe more years with a customer you were almost half a decade in with for a small error it seems as like you dont take the fact that ive been with you into account , it was 51.00 and some change due on **** the *** and i called to pay that and finding out my services are completely closed is outrageous. I would have liked to be have continued to go on with scana for another 5- 20 or more years if this situation could have been fixed properly . i explained to her i have been with this company for years and nothing like this ever happened with my bill before ever . i need someone to reach out so we can have a better solution . because this is not making sense for 51.06 im having this issue that i called to pay on the date it was due . and try to get help with . my account went from paying 51.00 and some change on the *** to it being fully closed with no previous warning for over 30 days that the *** my account closingBusiness response
08/19/2022
Business Response /* (1000, 5, 2022/07/15) */ Customer's service is scheduled for reconnection *******. Early termination fee was waived.Initial Complaint
06/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I reach out to them informing them they just could not put anything on my credit report with out my written instruction. The FCRA 15 U S C 1681 section 604 A section 2: states a consumer reporting agency cannot furnish an account without my written instruction. 15 U S C 1681 section 602 A. States i have the right to privacyBusiness response
08/18/2022
Business Response /* (1000, 5, 2022/06/17) */ Advised customer we are unable to make an exception to his credit report at this time due to delinquent payment history. Consumer Response /* (3000, 7, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) In accordance with the FCRA, congress law 15 U S C 6802 states a financial institutions may not,directly or through any affiliate, disclose to a third party any nonpublic personal information of a consumer.Based on this law, they have violated my consumer rights. I want them to remove this account from my credit report.I will be seeking legal counsel if this account is not deleted. Business Response /* (4000, 9, 2022/06/30) */ The full sentence of the law the consumer is referencing states: Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. Notice of our disclosure practices was provided to the consumer in the Contract Terms and Conditions as well as bill messages & notices that the customer received. Attached are the Terms & Conditions and bill & notice copies that show the multiple messages we provided to the customer prior to reporting to third partiesInitial Complaint
06/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I feel that I have been the victim of predatory billing practices. I lost my job due to covid in ******* of 2021. I missed a payment and sought payment arrangements; however, the late fees and up charges since then have been astronomical. My bill in the past averaged ~$80. Due to fees, my bill is now consistently over $300. No matter how many hundreds of dollars I pay, my past due never seems to decrease. I feel like Scans has capitalized on my hardship caused by the pandemic and now I am caught in a predatory system designed to keep my bill behind so that they can continue to charge fees.Business response
08/18/2022
Business Response /* (1000, 5, 2022/06/15) */ Went over bill with customer and pointed out why it was high. Offered a fixed rate instead of variable rate. Exempted late payment fees.Initial Complaint
04/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with *********** ******** and ********* This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. SCANA ENERGY bal. $48 Acct # XXXXXXXXXXXXXBusiness response
08/18/2022
Business Response /* (1000, 8, 2022/04/20) */ Customer advises they are a victim of identity theft. Customer has to contact SCANA Energy to initiate a fraud packet being sent out for an investigation. Customer has to also provide/confirm correct mailing address.Initial Complaint
10/29/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
On October ***** 2021 I signed up for a 36 month fixed rate natural gas plan which was advertised as $0.639/therm with a recurring fixed charge of $6.95 per month. I called and signed up for this rate, and made sure to clearly specify the rate, fees, and term for the contract which was acknowledged and repeated back to me by the agent I was speaking with. On October ***** 2021 I received the printed version of the contract which contains a different per therm price of 0.689/therm. I immediately called Scana Energy and spoke with an agent letting them know that this was not the rate we had agreed upon. She claimed that it was, and refused any further assistance. I told her this was not correct and as we had no agreement, I would not accept the contract. I was informed that there would be a $300 charge for terminating the service early. At this point I told her I would not pay and requested to speak with a Supervisor. I spoke with a supervisor who again stated the incorrect monthly fee for the contract. After several minutes of back and forth discussion, she stated that she could not find the original recording of the telephone conversation and that she would get back to me. I told her, in no uncertain terms, I would not agree to the contract with the modified price and ended the call.Business response
11/18/2021
Consumer Response /* (450, 12, 2021/11/10) */ With the company agreeing to a lower monthly rate and fee structure, I have accepted their compromise and consider the matter resolved.Initial Complaint
10/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In September **** SCANA Energy became the provider of gas to my residence. In March 2021 I discovered that I was being charged a commercial rate rather than residential. SCANA changed my rate effective April 2021. In response to my complaint they refunded me the overcharge for 12 months but have refused to refund me the overcharge for the other 13+ years. SCANA does not deny that I was overcharged but I have been unable to get them to agree to return the overcharge to me. The total overcharge easily exceeds $10,000. I strongly feel I am due a refund since the error was in no way my responsibility.Business response
11/18/2021
Business Response /* (1000, 8, 2021/11/01) */ I spoke with the customer in September regarding this concern. The charges that the customer and I discussed were not SCANA charges. The company, which the customer stated overcharged the account agreed to a one year credit only. The customer and I discussed the concern in detail. The customer was not satisfied, but was aware that this was not a SCANA issue. The customer will need to address the concern with that company. Consumer Response /* (3000, 10, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the first time I have been advised that I needed to contact *****************. I understand my meter belongs to them and that they mistakenly designated it as commercial causing me to be overcharged. I am billed by SCANA andI only pay SCANA. I will contact *** but I wish to. Leave this complaint open. SCANA is responsible in my opinion and I expect *** will pass the buck back to SCANA.Initial Complaint
10/05/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On are about ********** I called Scana for a Quote for service, I was then told that I was enrolled in their company. I told them that this was not right all I needed was a quote. I tried to cancel the service and I was told that it would be three days before I can cancel. I told them that wasn't right and should be against the law.Business response
11/18/2021
Business Response /* (1000, 8, 2021/10/20) */ The order to switch the customer to SCANA has been canceled. Consumer Response /* (2000, 10, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
08/02/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been a victim of identity theft through scana energy. I have to fill out a form to get the dispute started. I've waited 8 months and called at least 4 times to get it resent. It never shows. The last time I called they told me they only had 2 attempts on file & have intentionally made it impossible for me to speak to a manager to do something about it. Whenever I call they're not in the office. When I get called back it isn't a manager. I just want this issue resolved, but I don't know what to if they refuse to send it to me.Business response
10/25/2021
Business Response /* (1000, 8, 2021/08/16) */ I spoke with the customer. The information packet has been received, and the customer is in the process of completing the information.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
29 total complaints in the last 3 years.
7 complaints closed in the last 12 months.