Scana energy Scana Regulated Poor Customer Service mcdonough Georgia

 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?