Reconnecting Is a Nightmare
I've been with Scana for over 2 years. My service was disconnected on 8/2, bill was paid the morning of 8/3. I called customer service on 8/4 to inquire why service hadn't been reconnected, and was told that I can't get a service tech out to my house to reconnect until 8/7! Additionally, I'm being charged another $150 for the reconnect, as if I'm a new customer. The customer service reps were unhelpful and kept repeating the same lines over and over again:
"They DO NOT reconnect on the same day"
"They DO NOT provide service on the weekend"
"They can only send a tech out the next available date, only in 4 and 8 hour windows"
However, "If there is a gas leak, a tech can come out immediately to disconnect, but are unable to reconnect"
I've never had this happen before when there was a disconnect, and according to the customer service agent, "it is the responsibility of the customer to call after a disconnect to make arrangements for a reconnect. Scana does not reach out to the customer, even though the customer will need to be at home during the time of the reconnect. If after 10 days of no communication from the customer, Scana will automatically cancel the account! " CRAZY
Guess you better make your payments on time, because if not, you're looking at a 4-5 day wait! ”
responds September 26th, 2018:
Brian-We're sorry to hear you were disconnected and it appears your service is billed through SCANA Energy's Regulated Provider. Atlanta Gas Light (AGL) owns the pipes and meter to provide your natural gas service. AGL is responsible for performing service requests for all of the marketers. We access their system and are provided the first available appointment for any type of service request. Someone at least 18 years old is required to be at home for the technician to restore the service, enter the home and relight the natural gas appliances. We do make outbound calls prior to disconnection, written notification 5 days before the service is disconnected, and since you are registered for an on-line account, you received an email payment reminder as well as an email disconnection notice. If you do not restore the service within 10 days, Atlanta Gas Light will send a final meter reading to close the account so you do not continue to be billed for monthly recurring charges. If you would like to review further, please call SCANA Regulated at 1-866-245-7742. Representatives are available Monday - Friday 7am - 8pm and Saturday 8am - 5pm. ”