Complaints

The 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:04/23/2025

  Type:Billing Issues
  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 requested to change gas services from another carrier to Scana Energy, with the understanding everything will be good. I completed the application, received a welcome email and understood things were ok. As time went on I didn’t receive a bill. I reached out to scana to find out the current bill charges. They couldn’t find a bill in my name. To make a long story short, my account was not approved for some marketing reason. The problem is, I was never notified by email, phone call nor mail. Had I know, I could have called in to rectify the issue. Now, I am being charged by my leasing company, an extra $25 for two months and extra money for the time the gas service was not 8n my name nor my husband name. This could have all been avoided had I been notified within a timely manner. I am not one to forsake my financial obligation, but I can’t fix something I don’t know about. Since this was not my fault, I ask that Scana take the responsibility to satisfy the amount owed to my leasing company. We live solely on social security and visit the food bank to help. Please, someone help us.

  Business Response

  Date: 04/25/2025

  In ******* the market switch was set up in the customers partner name, SCANA has fixed that issue and added the customer's name to the account that was established on *******. Also, added their partner to the same account as an authorizer. That is the only concern that SCANA was aware of and spoke with the customer about. 

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  After apprx 2-3 weeks, I didnt receive a bill,  I  called and was told the market switch did not take place because rhe prior service was not in my husband's name. I asked when did they dind out the market switch didn't go thru  I was told it waa discovered by a supervisor 3 days after I submitted my application for the market switch. I asked, why was I not notified aftet they discovered the failed switch  no response given
  
  Sincerely,
  
  
  
  ****** ***** *****

  Business Response

  Date: 05/08/2025

  SCANA has addressed the customers concerns, and everything has been corrected and notated to avoid any future issues. 

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just have to accept that nothing can be done and close the complaint.
  
  
  
  Sincerely,
  
  
  
  ****** ***** *****

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  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.

  Over billing cut gas off on Jan 21, 2025.  Receive a bill on Feb 11,2025 in the amount of $***.19

  Business Response

  Date: 02/25/2025

  The customer is on a variable rate, because they're in an outer pool area. SCANA cannot offer fixed rate options. 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  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.

  After Hurricane Helene, ******* *** ***** disconnected service but didn’t inform Scana. Scans sent two bills showing zero gas usage while still charging $62 each month due to them not being informed. Customer service stated this is common practice and is the fault of the customer for not reporting the actions of ******* *** *****.

  Business Response

  Date: 01/23/2025

  The customer was advised SCANA was not notified that no one was staying in the home. SCANA cannot remove charges, because the customer has switched providers. 

  Customer Answer

  Date: 02/04/2025

  The account was closed at my request following the second set of charges. I was told the only the charges would not continue was to deactivate the account. I have not switched carriers. The house has yet to have repairs completed. They did not address their agreement with ******* *** ***** when service is discontinued and their internal communications policy. Again, how would a consumer know to call them and halt charges if *** suddenly stops service? How would a consumer know that the lines belong to a company Scana uses at their discretion? I absolutely want those charges reversed as no gas / product was used according to Scana’s own printed bill.

• Initial Complaint

  Date:06/12/2024

  Type:Billing Issues
  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.

  Scans has disconnected my gas several times at several locations and are not sending me the bills. It was on autopay!!!

  Business Response

  Date: 06/12/2024

  As a courtesy, SCANA has decided to credit the last three late charge fees on the account. 

  Customer Answer

  Date: 06/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want the reconnect fees also removed. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 06/28/2024

  The customer was advised to set up autopay for the recent account on file. Billing invoices were mailed to the address provided and went unpaid, which resulted in there being a reconnection fee being applied to the account. As a one-time courtesy the late payment fees have been waived from the account. 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  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.

   

  My gas was shut off on Thurdsday *****23. I paid the minute it was shut off. There should not be a wait time for reconnection especially when it’s cold and mandatory that I pay a reconnection fee. This doesn’t make any sense and I am seeking information to see if I can sue. When I pay for services then that’s what I expect. Hire more people if that’s the issue. I had to go the the make an appointment system for them to only tell me that my appointment time is from 8-4 when they gave me an option for them to come between either 8-12 or 12-4. This system is inconvenient and I think that something needs to be done about that company. Charging reconnection fees and then make u wait. It’s not right and it’s way too cold!

  Business Response

  Date: 12/12/2023

  SCANA Energy cannot determine dates and times that *** technicians are able to reconnect gas. 

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  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.

  On Thursday ****/23, I realized in error I was about 2.5 weeks late on my Scana Energy bill. I’ve been a customer for well over 10 years. I’m not a chronic late payer, I’m just a full time working *** ** * ***** ****. I paid my bill in full for August and September on *****23, total amount was around $138 total. When I paid online it showed total amount due by *****23. As the website stated, I paid to find out my gas had been shut off. I immediately called and was told letters were mailed. I received no letters nor did the website indicate a shut off would be done. I was told my payment was required by the day before. I was told my service would be restored by *****23 between 8-12, noon comes and goes no one shows. I call Scana and was told I now have to wait until tomorrow. I have no hot water, can’t cook because I have s gas stove. Can’t bathe my kids, can’t do most laundry, can’t wash dishes, the list goes on. There was no notice of this happening. I have been a loyal paying customer now Scana has caused me additional expenses and if I want to bathe my kids I have to get s hotel room. I could see if I was chronically late, owed a large sum of money or flat out refused to pay but none of these are the case. It appears that Scana has no concern for the basic welfare of humans. The worst part is, I was not notified. The website didn’t state “hey you are about to lose gas service” it sated pay ~$138 by ******* so I did. This is completely unacceptable then to be told service would be restored today only to find out I was lied to. I would bet that the call recording will not be pulled and the website payment page will not be researched but the should. This is an unfair and deceptive business practice. I want the company to accept their responsibility as I have with mine. This should never be an issue, especially when I have paid and paid ahead. I am considering legal action on this matter as this has put my family in a bad situation.
  For the record whoever disconnected left a “flyer” on my door however it gave no indication on what happened. I had to determine this with phone calls.

  Business Response

  Date: 09/25/2023

  The customer was billed $65.82 on *****2023 with a due date of *****2023. The customer did not pay the billing amount by the due date and was disconnected for. SCANA Energy mailed the customer two notices to the address on file, one on ****2023 and another *****2023. SCANA also confirmed with *** that the customer turn on date was September ****, not September ***** 

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I admitted that I made a mistake and paid a couple of weeks late. One notice arrived in the mail on ****/23. Payment was made prior to shut off. It took 3 days to reconnect. I have young kids, is this really acceptable? I made multiple calls. I was previously told it would be in the next day. *** technician said they would have turned back on the next day if Scana would have asked that they do it often. If it weren’t for the fact I have young kids I couldn’t bathe or feed at home I wouldn’t be complaining. This is a total disregard for human care. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 09/26/2023

  SCANA Energy cannot determine which dates and times *** technicians are able to reconnect gas for customers.  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  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 a customer with Scana energy for over two years. I have always done my best to pay bills prior to their due date, although I have on occasion been a couple days late due to regular life challenges (sick children, Work changes, etc.), however, I have never defaulted on a balance due. On **** *** 2023, my home’s hot water was disconnected. I assumed there was something wrong with my water heater and called the plumber to check it. On **** *** I also paid my bill with Scana energy, which had been due the day prior *****/2023). When the plumber arrived on **** *** 2023, they immediately checked the gas connection to my house and saw that it had been locked by the gas company. I, of course, had to pay the plumber, a dispatch fee, which could have been avoided had Scana taken the time to advise me that they had disconnected my service..
  
  I called Scana to request a reconnection for my service on **** *** They informed me that there would be a fee for reconnecting, and that the earliest appointment they had would be Monday, **** **. I have two young children at home, and will be without access to hot water for the entirety of the weekend. The representative who I spoke with did not offer an apology for my service being disconnected, nor did I ever receive a warning from scana regarding my account being at risk of disconnection.
  
  I am beyond frustrated that I was not communicated to buy the gas company, as I have always paid my bill; I was not even given the dignity of a phone call from scana to see if I wanted to pay the balance due and avoid my service being disconnected. I feel completely taken advantage of by scana, but also that I have little say in the matter given the fact that we have a contract with them to provide gas to our home.
  
  I am seeking a refund of the reconnection fee ($75) as well as the penalty fee ($150).

  Business Response

  Date: 08/01/2023

  A collections notice was mailed to the customer **** **** and **** ****, stating that "if the past due balance of $73.83 is not received by 8pm on ******2023, your natural gas service will be scheduled for disconnection." The customer did not pay balance until **** ***** which resulted to gas being disconnected. After gas is reconnected, customers are responsible for reconnection fee and deposit. SCANA Energy cannot credit or waive any of the added fees. 

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is unacceptable to be mailing such notices via mail. It is unreasonable to expect clients to be looking for such notifications in the mail. Scana’s ****** reviews page is overflowing with exactly this problem: customers should be informed of such issues with their account via phone call, text, email. It is clear to me that Scana does not care about good communication or resolving overdue accounts, as they rely on the one form of communication (mail) which is the one-sided and cannot therefore be confirmed as received by the recipients. if they cared at all about their customers, they would take more reasonable measures to communicate with them in a more modern way.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/03/2023

  If the customer has not received any SCANA billing invoices via mail, we advise they speak with their local post office. If the customer would like to enroll in paperless billing moving forward, they're are welcomed to call SCANA customer service to enroll. 

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  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 agreed to a fixed rate plan of 89.9 cents per therm. The most I have used in a billing cycle was 85 therms, usually lower. Yet, I have been charged $145 every cycle for months. At 85 therms, the charge should be $76.42. I have notified Scana multiple times about the issue and they refuse to correct the issue. I read about 2 previous class action lawsuits over this same kind of issue. I want the bill corrected and the overcharges refunded.

  Business Response

  Date: 02/15/2023

  Our research shows the customer is being billed correctly for consumption @ the fixed rate of .899/therm.  The customer did not take into account the additional monthly charges such as the customer service charge, ******* *** ***** pass through charges, as well as state and local taxes, all of which increased their monthly amount due.

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I attached a copy of bill. Those fees do not account for the bill being double the usage. Same usage and comparable rate last year equated to a monthly bill of approximately $70. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/22/2023

  Left customer a voicemail message on ********* to discuss account.  At the customer's Budget Billing reconciliation date, the total bill balance was $40 higher than what was expected according to their budget billing plan.  This $40 variance, does include late fees from when a payment was missed.  As a courtesy, we can wave any late fees assessed. Please see the attached bill, page 4, that shows the variance as it was detailed for the customer. This bill shows what the totals are for the budget bill balance versus the customer's actual bill balance.

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  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.

  They opened an account without my knowledge and charged me for an address I do not live at

  Business Response

  Date: 02/13/2023

  The customer was advised that a fraud packet would be sent them.  They were advised an investigation would start once we've received the completed fraud packet.

  Business Response

  Date: 02/20/2023

  Additional research was done by our credit dept. and the
  following was determined:
  
  The customer placed an order through one of our 3rd party affiliates, ******* *** *******.  ******* *** ******* reviewed the call and the order was indeed placed for service at
  the listed address beginning **********. 
  The customer called us ******* stating they changed their mind about
  moving in, however they never contacted us or ** *** ******* to cancel service prior to *******.  We cancelled service at that address once we were notified on ********

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the service was stated on the call that it was for ** ***** *** company not Scana. Please review the call again and provide proof that the mentioned Scana. I had an open account for ** ***** at that location so why he would open an account without mentioning to me and with out my permission is confusing to me. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 02/23/2023

  Your call was reviewed in detail.  The call was
  transferred from ******* Power to the 3rd party agent through
  *******  You set up your internet services and you advised there is
  ******* *** in the apartment.  There was no reference that you had
  existing service (not at this location) with another provider and the agent
  would have no way of knowing that information.  The agent said SCANA
  Energy ***, and asked if the personal information you provided was the same and
  you confirmed it was.  The agent submitted the ******* *** request to
  SCANA Energy and we set up service for you at this apartment.   
  
  We apologize for any confusion, so as a courtesy, we have
  sent the request to billing to remove the charges from the SCANA Energy
  account.
  

  Customer Answer

  Date: 02/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  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 not liable for this debt with SCANA ENERGY MARKETING and do not have a contract with convergent. They do not provide me with the original application like I asked.

  Business Response

  Date: 12/02/2022

  We don't show SCANA Energy as being the Marketer that serviced the address listed on the complaint.

  Customer Answer

  Date: 12/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  If so then I demand this account removed from my credit report.

  Business Response

  Date: 01/16/2023

  This account has been deleted from the credit agencies ******* and ********.  It may take 60 days to reflect on your credit file.  A copy of the deletion letter has also been emailed to you as confirmation that the account has been deleted from your credit file.