Not my old provider, Ouch.
My previous gas company with whom I was really satisfied with, was no longer interested in keeping my business so I switched to Scana. I asked a lot of questions and felt good about the move, that rates were similar and customer service would be equivalent. Immediately, I became aware that I was being charged just under $4 to pay my bill over the phone, so I opted to go to Kroger each month and pay $1.50 in order to pay my bill. My previous gas company (of 8 years) used to call me in advance of renewal and make sure I locked in my rate and we would just roll right into the next year. This was an exceptional way of doing business and it just didn't occur to me that wouldn't be the case with my new provider. Didn't think to ask that question before switching.
After my first year with Scana, I missed my renewal letter and when I called to check on rates and lock in, I found out I was being charge inhumane rates which automatically switched over from fixed, to variable when I did not reach out to Scana to lock in- Even the customer service agent, when she told me what I was paying, choked on her words. I explained how my former provider used to handle renewals, and she said, 'we only call long term customers' to be sure they lock in their rates. My bill (winter months) was exorbitant. My entire experience with Scana was one about money and ways that they could just keep charging and gouging me. The insane extra amounts of what I paid to Scana due to lack of customer service or willingness to make right would have certain impacted my quality of life during covid, or anytime.
I found a new service provider and have been treated well. Information has been consistent and I do not have to pay money to pay my bill. They too call to make sure their customers lock in their annual rates and, it is prominently recorded on my calendar too. I'm still a bit sick at the length of time this was happening before I realized, the old way of 8 years with my previous company wasn't the way with Scana operated and that they were more than happy that I was blind to my situation. I'm sad about the poor business practices. I called several times before I switched and they offered a small token to keep me on board, but it was a crass and disrespectful offering compared to the new rate and customer relationship that I have already established with my new provider.
Customer loyalty has to begin to matter at some point. ”
responds June 15th, 2020:
Mary-we are sorry to hear this. We have several payment options with no payment fees and with fixed rate renewals, several notices via bill message and in the US mail are sent, and at times, we do make outbound reminder phone calls. If you don't renew, you are dropped from fixed pricing to variable, and your bill and a letter in the mail is sent to you to notify of the rate change. We are sorry to see you have switched to another provider and if you'd like to review with us further, please call us at 1-877-467-2262. ”