I came home yesterday to a notice of disconnect on my door. I am new to the company but had not received my bill. Upon calling the system said customer service opened at 7am and kept redirecting my call. At 7 am I called and spoke to a representative who explained the total usage was 23$ plus the additional 30$ plus was fees she also stated there was a reconnect fee of 50$. I asked about other payment options because I was work from 8 am until 7pm at times and did not want to have my children without hot water.
She explained it must be paid and then I had to call back to have them restore through Atlanta gas. She then put me thru to bill matrix which stated my balance was the 58 plus dollars plus their fee is 3$ or so. I paid it it gave clear instructions to call back to Scana if my service was intetuppted. I did upon calling back the next rep said oh you were to pay the 58 plus the 50 to restore. Now I'm no idiot I understand instructions quite well and I explained to her that means go back to pay 50 plus another fee that is a did service if I was instructed to pay the full amount I would have but I was not.
I asked for a supervisor who listened initially and then said well you didn't understand that when she told you. OK again do not insult my intelligence I am not employed by Scana nor would I assume I had to pay a total amount if not instructed to do so. I asked her to pull the call and give me some feedback...it was not even 2 hours before I got a voicemail stating that I said yes when she told me what I needed to pay. Now here is my issue when it comes to finance you must be clear and specific if I owe 108$ then that's what you clearly instruct because a service fee is typically paid to the merchant not a matrix payment center.
To keep from being any further upset I did not call back today but I do intend to make calls and send emails. I asked each person I spoke with had I ever missed a payment and their answer No so for me I am not an employee therefore I am not privy to policy and it is a did service for a system and person to instruct one amount then say or no u really should have paid this you didn't get that. To pay 6$ plus additional dollars in fees for bill matrix us assignin When clearly if instructed properly the total would have been paid . So here I am single mom two boys night hot water and a bill that's been paid. Where is the service in that?
I have had to deal with Scana many times, and most of the time they have they ""I don't care"" thought process. One time I have spoken to someone that actually acted like they cared, and she bent over backwards to help. This was the one time I saw a gleem of hope for this monster of a company. I now know after this last deal with them, why people are so mad at big companies. Clearly they have lost focus and care more about lining their pockets, then helping the people they are in the business of helping.
Yesterday I recieved a knock at my door, and it was Atlanta Gas Light there to turn off my gas. He explained to me we had an unpaid amount, and now we weren't going to have any hot water or heat. His words. The incredible customer experience started with this guy and continued to get better. I called Scana right away and they confirmed ""yes you owe $53 that is two weeks and two days over due."" I couldn't not believe that my heat, hot water, and cooking ability just got turned off for $50. Then the lady continued to explain to me that in order to have service restored, we would have to pay a reconnect fee of... $50. Now bringing my debt to $100, I doubled it in a matter of seconds. I said how is it I can have no idea our gas is about to be shut off, plus no option to take care of it at that moment so it doesn't.
Now we of the people of the United States of America are not stupid. We know darn well why your business operates this way. Just by not giving me the option to take care of it right then and there, you gained an additional $50. If you did that to everyone in my neighborhood you would make a killing. So I fully understand why this Scrooge owned company does what it does. What I don't understand is how long we have to take it. They love to spit out the line also that ""sir its not a monopoly you can change providers. Well minus one fact, we are on the regulated division because we were talked into it by Scana, and told it would help us. So we no longer have the option to change if we wanted too!!!
So needless to say I was already upset and hurt that a company would have such horrible policies that their idea of imforming you, that you are about to lose gas. Is ""oh we sent it in the mail"". So you have my address, my email, my phone number, and my wifes contact info and something as important as gas gets a letter in the mail?????? Is this not a pretty important matter that perhaps should go through multiple channels to let the customer know what is about to happen? The answer from Scana... No, more money in their pockets. Its like the scam Bank of America pulled for years. Let us push through the biggest charges, so that we can get as many over draft fees as possible. They were great at making a $2.00 debt turn into a $32.00 debt. I see that Scana and Bank of America has the same genious, selfish bastards making their policies. Why would we go above and beyong to allow our customers a chance to NOT get their gas shut off, when we make $50 by not doing that.
Scana Energy Regulated Division Reviews
I came home yesterday to a notice of disconnect on my door. I am new to the company but had not received my bill. Upon calling the system said customer service opened at 7am and kept redirecting my call. At 7 am I called and spoke to a representative who explained the total usage was 23$ plus the additional 30$ plus was fees she also stated there was a reconnect fee of 50$. I asked about other payment options because I was work from 8 am until 7pm at times and did not want to have my children without hot water.
She explained it must be paid and then I had to call back to have them restore through Atlanta gas. She then put me thru to bill matrix which stated my balance was the 58 plus dollars plus their fee is 3$ or so. I paid it it gave clear instructions to call back to Scana if my service was intetuppted. I did upon calling back the next rep said oh you were to pay the 58 plus the 50 to restore. Now I'm no idiot I understand instructions quite well and I explained to her that means go back to pay 50 plus another fee that is a did service if I was instructed to pay the full amount I would have but I was not.
I asked for a supervisor who listened initially and then said well you didn't understand that when she told you. OK again do not insult my intelligence I am not employed by Scana nor would I assume I had to pay a total amount if not instructed to do so. I asked her to pull the call and give me some feedback...it was not even 2 hours before I got a voicemail stating that I said yes when she told me what I needed to pay. Now here is my issue when it comes to finance you must be clear and specific if I owe 108$ then that's what you clearly instruct because a service fee is typically paid to the merchant not a matrix payment center.
To keep from being any further upset I did not call back today but I do intend to make calls and send emails. I asked each person I spoke with had I ever missed a payment and their answer No so for me I am not an employee therefore I am not privy to policy and it is a did service for a system and person to instruct one amount then say or no u really should have paid this you didn't get that. To pay 6$ plus additional dollars in fees for bill matrix us assignin When clearly if instructed properly the total would have been paid . So here I am single mom two boys night hot water and a bill that's been paid. Where is the service in that?
I have had to deal with Scana many times, and most of the time they have they ""I don't care"" thought process. One time I have spoken to someone that actually acted like they cared, and she bent over backwards to help. This was the one time I saw a gleem of hope for this monster of a company. I now know after this last deal with them, why people are so mad at big companies. Clearly they have lost focus and care more about lining their pockets, then helping the people they are in the business of helping.
Yesterday I recieved a knock at my door, and it was Atlanta Gas Light there to turn off my gas. He explained to me we had an unpaid amount, and now we weren't going to have any hot water or heat. His words. The incredible customer experience started with this guy and continued to get better. I called Scana right away and they confirmed ""yes you owe $53 that is two weeks and two days over due."" I couldn't not believe that my heat, hot water, and cooking ability just got turned off for $50. Then the lady continued to explain to me that in order to have service restored, we would have to pay a reconnect fee of... $50. Now bringing my debt to $100, I doubled it in a matter of seconds. I said how is it I can have no idea our gas is about to be shut off, plus no option to take care of it at that moment so it doesn't.
Now we of the people of the United States of America are not stupid. We know darn well why your business operates this way. Just by not giving me the option to take care of it right then and there, you gained an additional $50. If you did that to everyone in my neighborhood you would make a killing. So I fully understand why this Scrooge owned company does what it does. What I don't understand is how long we have to take it. They love to spit out the line also that ""sir its not a monopoly you can change providers. Well minus one fact, we are on the regulated division because we were talked into it by Scana, and told it would help us. So we no longer have the option to change if we wanted too!!!
So needless to say I was already upset and hurt that a company would have such horrible policies that their idea of imforming you, that you are about to lose gas. Is ""oh we sent it in the mail"". So you have my address, my email, my phone number, and my wifes contact info and something as important as gas gets a letter in the mail?????? Is this not a pretty important matter that perhaps should go through multiple channels to let the customer know what is about to happen? The answer from Scana... No, more money in their pockets. Its like the scam Bank of America pulled for years. Let us push through the biggest charges, so that we can get as many over draft fees as possible. They were great at making a $2.00 debt turn into a $32.00 debt. I see that Scana and Bank of America has the same genious, selfish bastards making their policies. Why would we go above and beyong to allow our customers a chance to NOT get their gas shut off, when we make $50 by not doing that.