San Diego Gas and Electric (SDG&E) Customer Service Issues

Subject: Assistance Needed with Billing Plan Change Dear SDG&E, I am reaching out to address some challenges I have encountered while attempting to make changes to my billing plan and set up an online account. 1. Upon starting electrical service at my new residence, I requested the Level Pay Plan (refer to point #6). 2. Last week, when I tried to switch to standard billing, your website was undergoing maintenance, preventing me from accessing it for over a weekend. 3. Even after the website was back up, I faced difficulties creating a user account despite numerous attempts using different web browsers. 4. On Monday, after a long wait on the phone, I opted for a call-back which I missed due to the Caller ID not displaying SDG&E. A promised follow-up call the next day did not happen. 5. Today, despite arranging a call-back, I hesitated to pick up unknown calls, assuming it was SDG&E due to frequent telemarketing calls. 6. After enduring hold times today, I was informed that I was not enrolled in the Level Pay Plan as initially requested (refer to point #1). 7. Navigating the phone menu didn't provide a straightforward option to make service changes like modifying the billing type. As of now, I am uncertain about my billing plan status and still unable to create an online account, which could streamline interactions with SDG&E for both parties. I hope to resolve these issues promptly to avoid any further discrepancies or delays in billing. Thank you for your attention to this matter. Best regards, David A.

Dear SDG&E, I am experiencing ongoing issues trying to register for an online account. Despite trying different web browsers on various devices, including my phone, I cannot complete the registration process as clicking "submit" does not trigger any response. As a result, I have had to rely on lengthy phone calls, at times lasting up to two hours. Moreover, the lack of caller ID when your company reaches out to me makes it challenging to differentiate legitimate calls from potential scams or robocalls. I kindly request a prompt response via email. In the event of a power shutoff, I will involve the CPUC and the City of San Diego. Please contact me by Monday to address these concerns as I am currently dissatisfied with the service provided. Thank you.

To the concerned party, As a homeowner in a newly constructed condo community in Chula Vista, I am facing challenges with higher energy bills due to an incorrect meter number associated with my account. Despite confirming the mix-up with an SDGE technician and going through a billing cycle since the discovery, the meters have not been switched or the billing error corrected. Consequently, I continue to receive inflated bills and have now received past due notices. I am anxious about the potential negative impact on my credit and future service applications, as automated systems may not reflect the account notes regarding this issue. This could lead to complications such as higher deposit requirements. I urge for prompt resolution to avoid prolonged billing issues. Your assistance in correcting the meter number on my bill or exchanging meters with the affected units would be greatly appreciated. Thank you for your attention to this matter.

I currently reside in the Netherlands but will be relocating to La Jolla for a new position at the UCSD campus next January. My apartment is set, but I need to arrange for utility services. Unfortunately, I am encountering issues accessing the San Diego Gas & Electric website due to security restrictions preventing access from outside the U.S. Additionally, I am unable to call the [redacted] number from an international location. It would be beneficial if there were alternative methods for individuals living abroad but transitioning to the U.S. to establish contact with the company.

I own a Dry Cleaning business in Oceanside at [redacted] Vandegrift Blvd, #F. Recently, I received an email from SDGE noting our Service Address is listed as #C, not #F. I suspect I may have been overpaying for electricity. Despite trying to contact SDGE, long wait times and being disconnected discouraged me. I am curious if I am billed for both #C and #F. It would be helpful if someone could investigate why our Service Address shows #C while we are in #F.

New address: [redacted] A Ave Apt B National City, CA [redacted] Old address: [redacted] E. 9th St. National City, CA [redacted] San Diego Gas and Electric Company Attn: Billing Inquiries [redacted] East Plaza Blvd. National City, CA [redacted] Re: Notice of disputed charge to Debit Card Account No. [redacted] [redacted] , Expiration Date: 9/24 Name on Card: Maria Elena Ortega Visa Debit Card CVC Code: [redacted] Dear Corporate Office, I am disputing a charge of $[redacted].45 on my Visa debit card made on March 30, [redacted]. I had an automatic payment arrangement for $80 a month, which was confirmed on March 24 and 25, [redacted]. I did not authorize the $[redacted].45 debit. I have contacted my bank and your company but have not received a response from a supervisor. I have moved to a new address and am awaiting a corrected billing statement. I have reported this to the relevant authorities. Please rectify this error promptly and send any relevant documents to my new address. Sincerely, Maria E. Ortega Enclosures: A) Federal Trade Commission Complaint Number B) New Address Move-In Contract C) Previous Billing Statement

Regarding my account ending in [redacted] at [redacted] Cape May Ave, San Diego, CA [redacted], # [redacted], I am currently in Thailand until 5/30/22. I attempted to pay my March bill online but encountered a denial to access your website. I am seeking assistance to complete my payment. Please note that I cannot call an [redacted] number from an international location. However, I can be reached at my San Diego number, 1-[redacted], at no cost to you. My email is [redacted] The message I receive when trying to access the SDG&E site reads: "Access was denied Error code [redacted] You do not have access to www.sdge.com. The site owner may have set restrictions preventing access. Please contact the site owner for assistance or try reloading the page."

On Monday, May 24, [redacted], an individual claiming to be an SDG&E representative visited my home to check if I had the new automatic reading device for gas and electrical service. He mentioned the possibility of me qualifying for a lower rate based on my electricity usage and scheduled an appointment for Monday, May 30, [redacted], at 7:00 pm. After reviewing my bills, I am unsure if I qualify for the lower rate and now question the legitimacy of the representative's visit and appointment. I would like to cancel the scheduled appointment to discuss reduced rates. Thank you.

For the past five months, on and off, SDGE has been placing no parking signs on the street in front of my residence at [redacted] Levante St, [redacted]. This is due to work being conducted on my neighbor's pool across the street. Despite the neighbor's pool being completed some time ago, SDGE returns every two weeks to put up new no parking signs, restricting parking for 1 to 4 days each time. They recently put up signs for December 5-7 but did not show. Today, they have put up new signs for Tuesday the 27th. I am unsure when they will finish their work.

I am currently enrolled in a TOU-DR residential plan, but my bill does not reflect different rates for super-off-peak, off-peak, and on-peak times. I am seeking clarification on this issue. Additionally, I am interested in exploring whether switching to a TOU-DR-ELEC plan would be beneficial considering we have solar panels and an electric vehicle. Is there a way to calculate what my past year's bill would have been under this alternative plan? Meter Number: [redacted] I find it challenging to navigate your online resources as there seems to be outdated information still displayed regarding pricing and plans that are no longer applicable.

I lost contact with the agent helping me, and despite the disconnection, she did not call back. The automated phone system was frustrating and impractical, making communication difficult. I was unable to continue the analysis we were working on for my solar. SDGE does not empower employees to reconnect dropped calls, leading to a 50-minute wait before speaking to someone again. There is room for improvement in SDGE's customer service approach. The phone tree lacked a direct option to address my specific issue, requiring numerous attempts to finally speak to a person. After reconnecting with an agent through Live Chat, they efficiently resolved my issue by calling me back and connecting me directly to the solar department.