Complaints
This profile includes complaints for San Diego Gas & Electric Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 110 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:09/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am paying my sdg&e bill on time through my *******************-pay, but sdg&e keep denying receiving payments, and charges late payment fees.I have the bank statement to prove it.
Business Response
Date: 09/06/2022
Customer was provided my direct contact information via voicemail message.Initial Complaint
Date:08/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been living in my apartment for a few months alone and single. My girlfriend wanted to move in and said yeah. Without my consent SDGE added her previous address bill to mine without talking to me or my permission.I would like someone elses bill removed from my account where I did not live or give permission to take on theyre debtBusiness Response
Date: 08/30/2022
Attempt made to contact customer and direct phone number provided.Initial Complaint
Date:08/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an email on 08.25.2022 stating that my bill was $556.42. On my bill from ******* it clearly states that I had no payment due since I had a $477.93 credit on my account. I have made 4 calls into the billing department and was told that for some reason, that no one can figure out, why they went back 6 months and made changes to bills that I have already paid. I have attached PDFs of 2 bills one mailed May 6, 2022 and the other mailed on July 29, 2022. Each bill shows a credit. The one mailed July 29, 2022 shows no payment is due & a credit $477.93. I have also attached a screen shot of the amount that has gone up 3 times in one day that now says my account balance is now $727.42. As stated before I have made 4 calls to SDG&E, no one can figure out why this has happened and I have been promised a call back and have not received on going on 2 days. I have bank records showing payment of all my SDG&E bills to date. The billing equates to nearly a $1,200.00 swing from having a the credit shown on July 29, **** to 08.25.2022, in less than a month. There are only 2 people living in the rental.Business Response
Date: 09/09/2022
Customer contacted and advised of billing review.Initial Complaint
Date:08/26/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Previous complaint: ******** This is inexcusable. As shown in the attached picture, our latest SDG&E billing statement once again wrongly indicates an amount PAST DUE. Once again SDG&E incorrectly split our latest payment, allocating to both the gas and net metering account, even though the bill clearly states, "*Payment not required for NEM charges. Your account will true up on Mar 22, 2023."For the second consecutive month SDG&E wrongly indicates a PAST DUE amount on our account.It appears nothing has changed since our previous complaint, which is intolerable.Business Response
Date: 09/01/2022
Customer contacted and advised additional time is needed to resolve concern.Customer Answer
Date: 09/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and await their response.
Regards,
***************************
Initial Complaint
Date:08/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SDGE randomly added a "transfer" balance from a previous address. They sent a letter after I paid my **** with no details as to what the charges were, randomly added the extra amount, and sent a new higher ****. They included no information on this "transfer" account, I called and waited 1.5 weeks later for an account number and address that was from ***** ago, that I dispute owing. I advised I want this removed however I have already paid because if I had not, they will continue to add this amount to my new bills and add additional late fees. I was told they have a right to randomly add what they feel is owed, however they are still unable to confirm this account was linked to me, just my name. I am appalled, this is clearly fraud and I am not the only SDGE consumer who was billed erroneously without a clear indication I owe this ****. They have filed a dispute however the amount is still on my account and is now paid for. I intend to file a lawsuit but this is unethical and to randomly applied for money from some 12yr old account they cannot confirm is actually mine is fraud and an abusive practice. They need to be reprimanded.Business Response
Date: 08/16/2022
Customer contacted and complaint resolved.Customer Answer
Date: 08/16/2022
no one has contacted me from SDGE with any response. This is untrue.Business Response
Date: 08/18/2022
Customer contacted and concerns discussed.Customer Answer
Date: 08/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************************
Initial Complaint
Date:08/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In January 2022, I cut off electrical service at my old house and was told that the final bill would be auto-debited as per usual.On July 29, 2022 I got a call from a severely inebriated man who I could not understand. I called the number back and it was a collection agency.Apparently, the auto-debit did not go through. The company claims a single paper bill was sent to my forwarding address, but I have no such bill.Zero follow-up communication was sent. No phone call, no email, and no paper mail, although the company has clear and accurate phone, email and forwarding address for **** immediately called the company to try to resolve this issue. I am continually asked to wait for a call back that never comes.It does not seem like usual business practice to send a failed auto-debit to collection without notifying a customer that it did not go through. I would VERY HAPPILY pay this debt but nobody will speak to me about how to do so.I have asked to speak to a supervisor and I'm continually told that none is available, but instructed to call back at certain times. I always call back exactly when instructed only to be told that nobody is available.I am in a continual phone loop there where I am told nobody can help, but leave a message.I am trying extremely hard to resolve this issue but I am afraid they do not wish to help.Business Response
Date: 08/16/2022
Customer provided contact information.Customer Answer
Date: 08/16/2022
The response says the words "customer provided contact information"
It does not provide contact information.
It does not address a single aspect of my complaint.
I received one call from the company in which their 800 number was provided. As I explained clearly, when I call this number I am told to leave a message. It's a compete dead endBusiness Response
Date: 09/19/2022
Customer has been provided the name of the agency to pay the debt.Initial Complaint
Date:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to call SDG&E in order to file a complaint and/or request an inspection. Filling a form seems like it will take months to resolve and it is too expensive of an issue for me to wait. I hope that this can be resolved quicker. I live in a one bedroom apartment that is about 705 sqft, and my **** has been $280 or more, recently, it has been more than $300 and I find that to be unfair and unbelievable for someone who is not home most of the time. I work a 9-5 job Monday through Friday, and then I'm at the gym until about 8pm. When I do come home, I really just take my shower and go to bed. I only keep my AC running at night, and it is set at 67. When I am not home, everything is off. So this high electricity amount really doesn't make sense at all. I have tried calling SDG&E on multiple occasions, but after being on hold for about 5 minutes, they disconnect my call every single time.Business Response
Date: 08/04/2022
Spoke with customer and scheduled a service order.Initial Complaint
Date:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my **** with the **** matrix option from sdge. It was in a Thursday and then by the time Saturday came around it said my **** was due and no payment had been made. Upset I called their customer service and was told they was nothing sdge could do and that I have to wait till Monday to call billmatrix customer service. I waited stressing about now my **** being late and the funds already taken from account thinking I put in my account number wrong. I call billmatrix customer service wait 40 minutes on hold just to be told all the information is correct and that I should call and give the confirmation number to sdge so they can fix it. I was specifically told by sdge that they couldnt do anything with the confirmation number. So I sit with a family of 5 barley enough to make ends meet my money is taken and my **** is past due. This should not happen. Sdge is a big company they make a lot of money and should pride themselves on helping customers but Ive been ping ponging back and fourth between two companies at odds. I paid. My money is no longer in my account and here I am with an upaid **** and no help just me waiting hours on the phone. Im unacceptable.Business Response
Date: 08/04/2022
Customer contacted and complaint resolved.Initial Complaint
Date:07/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SDG&E Acct#************ For the last two months I noticed an extra charge on my SDG&E **** from "CCA" when i tried to read about it on the SDG&E website it said it was for clean energy. I thought it was a mandatory charge so i let it go the first month and paid it. This last payment to CCA was $145.30 and i got very worried. I cannot afford extra bills i never approved of. I called SDG&E and the Representative said I would have to call San Diego **************** I said why if my account is with SDG&E. They said i was "automatically enrolled due to State guidelines" i believe this is not legal. I am not ok with SDG&E giving access to CCA to my account to charge me. I was told i received stuff by mail from CCA stating this was going to happen but nothing from SDG&E. I am on a paperless option for mail so this information should have been sent to my email. I told the Representative i already called San Diego *************** and received a confirmation # I67C4048 that my account was canceled with them and i wanted to make sure they could no longer charge me. The Representative said they would still charge me for the upcoming **** but then not anymore. I asked her for a specific date when they could not charge me and she did not have one. She also said i would be charged a fee "for returning to SDG&E from CCA". I told her i never enrolled to begin with and should not be charged this fee since i thought this program was mandatory through SDG&E and I am giving my business to SDG&E and not them. She also changed my account without my authorization and I had to call back to have it changed back from a D2 to a D1. I was trying to find the best options to lower my ****. I told her the current one did sound good as long as CCA is not also charging me. This has been a nightmare situation from SDG&E. Please cancel my CCA account and please return my account to my previous plan. I am on a tight budget and cannot afford extra charges i did not approve.Business Response
Date: 08/04/2022
Customer contacted and concerns discussed.Customer Answer
Date: 08/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
Date:07/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1.Our 28 July SDG&E billing statement from SDG&E contains blatantly false information. 2.On 28 July we received a regular monthly email from SDG&E regarding our upcoming **** (see attached), which read past due. We had promptly paid the previous months **** (see attached). Please note the portion reading, Payment of $19.98 is required at this time. SDG&E processed the payment on 7 July.3.I called SDG&E ***************** eventually being transferred to **** in the Solar Department.a.She acknowledged our prompt payment of $19.98, stating we are not in a past due status.b.She stated they are having system problems, that will fix itself since its a work in progress. c.Reviewing the current billing statement (see attached) with her, it is noted the $19.98 payment processed on 7 July, SDG&E incorrectly applied $5.40 to the gas portion of the ****, together with the false statement of past due balance.d.SDG&E also incorrectly applied $14.58 to the net metering account portion of the ****, even though the statement clearly reads, Payment not required for NEM charges.e.As noted on the **** our NEM true-up is Mar 22, 2023.f.f.I asked representative **** for a letter, over a wet signature, from SDG&E explaining and apologizing for the false information described above. In my request for contact information to their complaint department, **** stated SDG&E does not have one. She did offer to split our **** into two portions, one gas and one electric as a solution. We declined.g.Expressing to **** our concern for adverse impact on our credit score, due to SDG&Es falsely indicating we are past due, she stated, We never report to the credit bureaus. We are not at all sanguine about her assurance.h.**** stated a supervisor would contact me within 24 hours.3. The 28 July statement requiring a payment of $31.18 is incorrect. Payment [is] not required for NEM charges, the the actual **** should be $16.60Business Response
Date: 08/04/2022
Customer has been provided my direct contact information to discuss concerns.Customer Answer
Date: 08/04/2022
Better Business Bureau:
Reference complaint ID ********.I spoke with a SDG&E representative ************** (sp?), who called this afternoon. After discussing the matter in detail, she offered an email from a business account acknowledging, explaining, and apologizing for false information contained in the 28 July 2022 ****, stating there is an amount "past due." Specifically, the agreed upon email will state we are have not been nor are we "past due" status on any portion of our account. I agreed to accept the email in lieu of the requested letter. Additionally, in an estimated seven days a corrected **** will be provided. Conditionally, I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I also want to highlight that ************** was exceptionally professional during our conversation, answering each question thoroughly, and offering me ample opportunity to ask questions and make suggestions.
Regards,
***************************
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