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Report: #1101434

Complaint Review: Scana Energy Regulated Division - Alpharetta Georgia

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  • Reported By: TJM2013 — Alpharetta Georgia
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  • Scana Energy Regulated Division Alpharetta, Georgia USA

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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.  

So the story gets better.  I called yesterday to pay the now $100 I owed, to schedule my reconnect.  They turn around and say "oh it looks like you owe $140 extra dollars for an old account sent to collections.  So in order to have services turned back on, you will have to pay $240.00.  So in a matter of 24 hours I went from owing $50 two weeks past due, to $240.00 dangled over us in order to strong arm us into having heat.  Now what really makes me upset is the lack of compassion this company has.  I myself have two very rare autoimmune diseases.  They are blood diseases and it very much relies on me being able to warm my blood up, so it doesn't clot all the time.  I also have two small kids, with the weather getting down to below freezing this weekend and going into Thanksgiving.  

Scana's response... "nothing we can do unless you pay"    So holding my breath gave in, and paid this ransom they were demanding.  Only to be told it will be next week before it gets turned back on!!!!!!  When does the selfishness and straight up lack of compassion stop!  I told her due to medical reasons that won't work, I have to have it turned on this week.  I know she has the ability to do a priority turn on, but she refused and said once again "nothing I can do".  

So congrats to Scana.  You were able to turn a $50 debt into $250.00 in a matter of minutes, and was able to say F U to your customer all at once.  So let me give you some business advice from us "small business owners".  If you would change your policies and precedures to HELP keep peoples gas on, and actually help your customers.  Then you won't have to spend so many resources sending people out to turn gas back on.  If it takes you minutes to shut off my gas, yet takes me a week to get it turned back on, we have a problem.  It isn't working.  When are you going to start showing your business cares about people, and start taking action to show us!  When we moved into our new house we went through this exact same scenario, and Scana told us they dropped the old charges because it was their mistake.  Now here we are all over again, and Scana could care less.  Its time to get this out into the world, Im tired of my family having to suffer so these guys can live big.  If I as a small business owner treated my customers the way Scana does, I wouldn't have customers or a business long.  Perhaps its time they don't either.  To have someone tell you they have a disability that needs your services in order to be taken care of properly.  Only to have your company spit in my face, truly shows me why America is headed down the road it is.  

This report was posted on Ripoff Report on 11/22/2013 09:07 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#7 Consumer Comment

Actually "AUTHOR: janimar" YOU completely mis-understand what obligations a BUSINESS has, even a "monopoly" to deadbeats..

AUTHOR: Ken - ()

POSTED: Wednesday, May 07, 2014

They are NOT a CHARITY, but a FOR profit business.  If you have problems paying your bill, you should not get free service until such time as YOU come up with the money to pay them.  It just can't work that way. The business would soon be OUT of business.  If you are TRULY in need, there are organizations that can help you, but NOT endlessly.  I can't believe the entitlemnet attitude so prevalent in this country.  Aren't you late for a "I want what's yours occupy movement" sit in somewhere? Cancel your subscription TV and cell phone(s) to pay your utilities.  Contrary to what the Democrats tell you, the country does NOT owe YOU a living.  BTW, whether the company is a "monopoly" or not, they would have to treat you the same way.  I, for one, DON'T feel like having MY bill increased to cover for you entitlement idiots.  You don't have to like my opinion, but you DO have to tolerate it as YOU posted here and ANYONE can file a rebuttal.   Grow up.

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#6 Consumer Suggestion


AUTHOR: janimar - ()

POSTED: Saturday, April 19, 2014

Having to deal with a rip-off company is bad enough without also having to deal with idiots who want to throw slurs over something they seem to think they hold no stake in... IF you think being exploited, overcharged, & getting older & having health problems does not or will not apply to you, then you are definitely wrong on all counts & very sadly mistaken.

Having health problems actually does call for special handling of any services an individual requires in order to survive or maintain their ability to care for themselves, at least to the point where it is determined to no longer be detrimental to their well being. If this includes allowing a bill to go unpaid until the individual is able to secure payment for it or special notofication to make sure they know they are about to lose their services.

Holding a monopoly over a service definitely does mean the providor of said service can pretty much dictate to you whatever rules or regulations they see fit. Charging what SCANA charges--their rates--should be enough without all the other fees they charge, usually fees the consumer is not aware of until it comes time to pay them. The reconnect fee of $50., for someone to flip a switch or come out & turn a lever or light a pilot light, is an exorbitant amount of money.

Especially when you consider this is often more than the actual bill itself, along with the huge deposits consumers are expected to pay if they have less than perfect credit. Speaking of which, if or when you do have a chronic illness, your finances are most liely to suffer, along with your credit standing, when you are struggling to pay doctor bills & buy the medication you need to stay alive.


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#5 Consumer Comment

I read a few of those

AUTHOR: Ken - ()

POSTED: Thursday, April 10, 2014

And most are like yours.  People that don't pay and then are upset when the company doesn't bend over and kiss their butts.

Nothing like the entitlement attitude our Federal Government (Democrats) has instilled in ouc societys many deadbeats.

Nothing like socialism..taking from those that have worked for their money and giving it to those that can't/won't work for theirs.  I promise to feel more guilty every day for not helping even more with my ill spent tax dollars.

Disconnect your TV service and your internet service and pay your utility bills..ON TIME.  Us long suffering taxpayers will thank you.

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#4 Consumer Comment

Well here is my two cents...

AUTHOR: Robert - ()

POSTED: Tuesday, April 08, 2014

 Okay in trying to get through your novel that is just slightly shorter than War and Peace...there are some very interesting things that do stand out.

I don't think I am owed anything, nor do I think because I have a life threatening disease that I should get anything.

- Actually yes you do.  You bring up your Diseases, which believe me I feel for you.  However your comments even bringing it up, or comments such as "I couldn't believe that my heat, hot water, and cooking ability just got turned off for $50."  With you also bringing in your Disease, you most definatly feel that you should be given an exception and not treated like everyone else.  Of course you try and mask that by saying they should treat everyone the same way.  Well if they did that then what is the incentive for someone to pay their bill?  After all, with all of your problems you seem to be able to come up with not only the past due amount on both accounts but "extra" to make sure this doesn't happen again.  But the ONLY time you came up with this is AFTER they cut you off.  You are an adult right?  You SHOULD obviously know that you have bills due.  So why didn't you act like an adult and pay your bill when it was obvioulsy had the money.

I believe communication is the real issue here.

- No the REAL issue is that you failed to pay and are under some sort of impression that they are a charity and somehow "owe" the community the ability to pay your bills only when you feel like it.

We get paperless billing, so why would you send a disconnect notice in the mail?

Yes let us get to the "notice" that you complain about.  As you stated you get a bill sent to your e-mail address with paperless billing.  Yet you didn't pay the what in their mind would make them think that since you ignored the regular bill you would actually pay attention to a disconnect notice?  After all it is just as easy to say that you didn't receive a letter as it is that they never sent you an e-mail or never called you..right?  Where the fact of the matter is regardless of what you "feel" should happen.  A mailed notice is ALWAYS the default.

The last time we had a problem with Scana, we talked to an awesome manager that worked with us and together we came up with a solution.  Scana got their money, and we had no further problems.

- Well that was until your gas got disconnected last time and then when you opened up another account it got cut off again.

The fact is that you were previously delinquent enough for them to shut off your gas once before.  You failed to pay that back amount.  But let us get one thing cleared up.  You were NOT shut off because of the delinquent amount, you were shut off for your current account, that was NOT current.  It just happen to take quite a while for that old debt to catch up to you, and if you hadn't been delinquent and had your gas shut off this time..who knows they may never have found your old debt.

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#3 Author of original report

From the dead beat...

AUTHOR: TJM2013 - ()

POSTED: Sunday, December 01, 2013

Although I appreciate both responses, and appreciate you taking the time to respond.  I believe only one of you have the knowledge and common sense to even remotely respond.  To the person that called me a dead beat, perhaps you are right.   I mean I am not one to argue with someone that has enough free time in their own world to go online and talk about something they know nothing about.  Nor can I imagine how incredibly miserable you are in your own life to take the time to write something that has no weight or bearing at all.  However, I do thank you for your time and oppinion.  Knowing I gave you something else to b***h about besides your own life, puts a smile on my face. 


With that said I will address some issues, then I will leave the two of you to talk about my life all you want. 

I don't think I am owed anything, nor do I think because I have a life threatening disease that I should get anything.  I do firmly believe that a company that makes its money, providing a service to the people, should care about the people it serves.   I have for sure had my problems with financial problems, and my medical expenses are the reason for it.  People make mistakes, and I fully understand a business is out to make money.  However, that doesn't mean that changes can't be made for the better.  I don't work for Scana, and so this is my voice.  As wrong as I may be, there are over 200 other claims on here about this company.  So I believe there is room for improvement. 

Its simple business, they provide a service, we pay for it.  However, we aren't talking about a fancy car, or cable tv, or some magazine subscription.  We are talking natural gas, needed for heat, cooking food, and hot water.  SO yes, I do believe that when it comes to something so important, that a company should use the information they have to contact THEIR customer.  I have looked over my bill and not in a single place did it say we owed more money from another acoount.  Not one time when I called and said what do I have to do to get this fixed, did the lady say you have an old account.  It wasn't until it was cut, that it was brought to my attention.  I will have you know that not only did I pay this bill, and the "old one", I payed $150 extra, so this will NEVER happen again.  So in the long run, the business wins. 

I had previously notified Scana that there was a serious medical condition in this house.  They have admitted it is in the notes.  Yet tell me I have to call if I want an extension.  Getting an extension was never the issue, we just payed the bill and the new one came out that same day.  14 days later we are without gas.  This was a mistake on our part, that we didn't realize that if we didn't pay the new bill in 14 days, we would lose gas.  My problem is the way it is handled by Scana, and the lack of desire to fix this up front.  Why do I have to write something online, or b***h and moan to get heard?  Why didn't sometime in the three times I called to deal with this mess didn't somebody work with us.  I mean is it really so bad to think that perhaps when they are about to shut it off, they give you the opportunity right then and there to pay? 

The last time we had a problem with Scana, we talked to an awesome manager that worked with us and together we came up with a solution.  Scana got their money, and we had no further problems.  This time Scana acted like this was some luxory item we couldnt afford.  I have since looked on every bill I have, no documentation of any old account.  Scanas reasoning for this was it was already sent to collections, and would have been another bill. 

I believe communication is the real issue here.  Not the mistakes I have made, or the entertainment value some losers get from putting their two cents where it doesn't belong.  Do you know how long it would take to do business with Scana if every communication I have with them was by mail!!!!  We get paperless billing, so why would you send a disconnect notice in the mail?  How is it not clearly visible online when we check our bill?  The reality is, my little rant doesn't matter.  Scana will go on doing business like they do, and losers will always find time to complain about someone elses life. 

I believe that when I called Scana and said "what do I need to do to get my gas back on"  In which they replied and said you owe $50, pay us $100 and we will turn it back on.  They didn't say $100 plus this old account, every call is recorded so pull the call.  If you do it for training puposes, than by all means use it.  I believe a phone call or email would go a long way in this situation.  During this whole problem I had to call Scana four times to get things back to where they were.  Yet Scana sends me somthing in the mail. 

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#2 UPDATE Employee

SCANA Energy Regulated Division

AUTHOR: Sandra - ()

POSTED: Monday, November 25, 2013

I sincerely apologize for any misunderstanding you may have in regards to your service with SCANA Energy's Regulated Provider and your service being disconnected.  SCANA's Regulated Division provides natural gas service for those who are Low Income qualified through the Georgia Department of Human Services, or for those consumers unable to obtain or maintain natural gas service from another provider.   Notices are mailed in compliance with the rules and regulations established by the Georgia PSC  The notices also include information on how to avoid a disconnect by providing a number to the Department of Human Services for assistance or contacting us if a medical condition exists in the home. 

Our on-line services also allows you to establish payment reminders, which is an email that is sent to you 1 business day before the bill due date if the balance is greater than $0.00.

It appears you may have had an outstanding balance from a previous account, which we would have to collect to be able to restore your service.

Atlanta Gas Light (AGL) owns the distribution system and metering equipment to provide your natural gas service.  They are responsible for all service requests and responding to natural gas emergencies.  All marketers use their scheduling system to submit service requests, and I'm sure the date provided was the first available in their system, special consideration is also taken when there is a medical condition in the home.   The $50 reconnect fee you mention is the fee that is charged for Atlanta Gas Light (AGL) to turn on the service, check your appliances, and relight your equipment.

If you would like us to review your account further and discuss your options, please call us at 1-866-245-7742.  Our customer support center is available for you Monday - Friday 7am - 10pm and Saturday 8am - 7pm.

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#1 Consumer Comment

I guess what you're saying in your lengthy diatribe is...

AUTHOR: Ken - ()

POSTED: Sunday, November 24, 2013

You were late paying your bill and it was NOT the first time.  Then it was found you stiffed them once before....right?

You're also unhappy because they didn't tell you they were going to disconnect you and you had "No Idea" they were going to do it.

You also think having auto-immune diseases qualifies you for special treatment....NOT! They are NOT a charity, same as the business you say you own.

Why are they "Bastards" for wanting you to pay your bill on time, every time?

All the BS you spout here boils down to you are a DEADBEAT! Pay and on time and this won't happen again. I'm REALLY surprised they didn't charge you a large deposit as they could easily have done...what "bast****", right?

I spit in YOUR face.

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