Pacific Gas and Electric Customer Service Issues

I require my complete bill for the Balanced Payment Plan I arranged with PGE. Unfortunately, Sonoma Clean Power charges are not eligible for inclusion in the BBP, so I have decided to opt out. SCP informed me that I must provide a six-month notice or face PG&E's transitional bundle rates for six months before reverting to the standard bundle rates. I am uncertain about the financial implications of this. Can anyone assist me in understanding this situation better?

Hello, I'm Rochelle R., I recently lost my phone but thankfully it was returned to me by a kind Samaritan. Unfortunately, my purse, which contained my wallet, cards including an EBT card with no funds, and important documents like my SS# and my children's SS#, has not been found. I had to cancel the card and I'm still waiting for the replacement. I have noticed two missed calls from your company. Thank you.

Hello, my name is Yolanda Schiffer. I reside at [redacted] Mission St, Apt [redacted], Daly City, CA [redacted]. I reached out to make payment arrangements and spoke with a recording. The date was scheduled for September 20th, but I won't have the funds until September 21st. Additionally, we were approved for HEAP, and I will be visiting a place tomorrow that might assist with the full payment. I have recently been diagnosed with osteoporosis and an autoimmune disease, making it challenging to keep up financially. Please consider granting us more time. I also have children to care for. Thank you.

I have been attempting to get my service activated since the second week of April. I encountered issues with starting the service both online and with a representative until I submitted my ID and rental agreement via fax on 04/12/19, 04/14/19, and 04/19/19. Despite this, I have been requested to fax the documents again. I made multiple attempts to start the service online, but each time the order gets canceled. I have even received a letter addressed to the current occupant urging to start the service. I am unsure of what the problem is and urgently need the service to be activated.

I had an individual come to relight the pilot light but they mishandled the process. They forced gas into the area without waiting for it to dissipate, causing a small explosion when they attempted to relight it. The gas line was then capped off as my equipment was deemed hazardous and a licensed contractor was recommended. Unfortunately, the service person's actions led to a compromised drain pipe under my laundry tub, resulting in a leak. Overall, this experience was unsatisfactory, and I believe the service person did not follow proper procedures and was not qualified to handle the situation, leaving me with additional costs.

Hello PGE, I am writing regarding account number [redacted]8. In June [redacted], I made a payment of $22.03 through online banking from my Citi bank account. PGE claims they did not receive this payment, but my bank statement confirms it was successfully processed. Despite contacting PGE multiple times and speaking with representatives, they were unable to assist me. They suggested I contact Citi bank for verification, and I now have a report showing the payment to PGE. I would appreciate your help in resolving this issue promptly. I believe I am owed a refund or credit of $22.03. I have all the necessary documentation to support my claim and would like to know where I can speak to a customer service representative in person. Thank you for your attention to this matter. Sincerely, Manyee W.

Subject: Gas Emergency Shutoff Valve Accessibility While having French drains and other work done on our property by a contractor, we discovered that the gas emergency shutoff valve was buried too low in the soil, making it inaccessible in case of an emergency. We have temporarily exposed the valve by removing a concrete sidewalk panel and would like PG&E to raise and extend the pipe to make the shutoff valve easily usable. To facilitate this, our contractor will be pouring a new slab around 09/26 or 09/27/19. Please get in touch with us to coordinate a day and time for the necessary adjustments to be made. Thank you, John B. [redacted] Stephanie K. [redacted] [redacted] Carmelita Way, Pinole, CA [redacted] [redacted]

My account is behind on payments and currently on hold due to difficulties processing a payment through my bank and with PG&E. I am experiencing power outages in Sonoma County, California, because of the wildfires, which is affecting many areas. As I work from home, it is crucial for me to avoid a service interruption. Last time, I was informed that I could set up a payment plan; however, reaching a live person has been challenging. I kindly request a callback to assist in setting up a payment plan to prevent a service interruption. My parents attempted to make a payment over the phone tonight, but the account is still on hold.

It is important that a meeting be arranged with the Board of Directors, PG&E Vegetation Management, and their contractors, ACRT and Davey Tree, to discuss potential changes to the tree trimming policy. Currently, there is a concern that the trimming practices may not be sufficient, as trees are only trimmed for one year of growth near power lines. It is suggested that the trimming cycle be extended to two or more years to address customer complaints about over-trimming. Davey Tree should also ensure that branches are properly trimmed to prevent any safety hazards during windy conditions. While undergrounding may not be a viable solution for maintenance, clear communication about these issues to the public is crucial. Thank you.

I continue to receive calls regarding the meter inspection at [redacted] Green St, San Francisco. The most recent inspection occurred earlier this year. The inspector mentioned they conduct annual inspections, but we haven't had one in the last 15 years of owning the building. A representative in San Ramon stated that the last inspection made up for the missed year but now we are due for this year's inspection. Is this going to result in 14 more inspections to compensate for the past missed ones? We completed the softfit retrofit earlier this year, and city inspectors thoroughly checked the building, confirming no issues.

I am having trouble resetting my PG&E account password. Despite following the steps to change it by answering my security question and receiving a temporary password, I am unable to successfully log in. After entering the temporary password and setting a new password twice, I receive a confirmation email that the password has been changed. However, when I attempt to log in, I continuously receive an error message stating that my password is incorrect. This issue has persisted even after multiple attempts.

1. I need to add my wife, A. H., as an authorized user on the bill. 2. I submitted a form to transfer service from [redacted] Rio Rd to [redacted] Elinore Place, but the Electric Vehicle plan from Rio Rd wasn't provided as an option for Elinore Place. I would appreciate receiving the current EV plan. 3. We have scheduled tenting and fumigation for Elinore Place on the 18th. Could you please arrange to unlock the gas and relight the gas appliances on the 21st?

Cami, a resident of Bakersfield, CA, who is deaf and works for the Department of Land Management, recently moved into a [redacted] square foot house. Living alone on a fixed income, she has been shocked by her high power/gas bills. Her first bill was $[redacted].86, followed by a current one of $[redacted].00. This financial burden has forced her to limit her gas usage, avoiding central heat and minimizing her showers to three a week. Despite her efforts to conserve energy by using a low-power TV and wrapping herself in blankets for warmth, her bills continue to rise. Coming from Pico Rivera where her bills averaged $30-60, Cami suspects that the power company may not be accurately reading her meter, leading to inflated charges. She is calling for PG&E to send someone to read the meter and bill her based on her actual usage to alleviate the financial strain she is under.

We recently relocated to 78 Linda Avenue #5, Oakland, CA, and set up new service at our new address. Unfortunately, upon returning from the hospital with our newborn, we discovered our power was unexpectedly disconnected without any prior notification. We urgently require electricity to operate our baby's breathing machine due to health concerns. This has occurred for the second time in two months, and the automated system does not address such important matters. We request immediate restoration of our power as we just initiated service at this address today, and power was available this morning before the interruption.

I'm interested in knowing the date when I received assistance from the REACH Programme for my PG&E bill last year. I am aware that I can only utilize this financial aid once a year, and due to the challenges of the COVID-19 pandemic, I require assistance again. Despite being enrolled in the CARE programme as a retired individual on disability (SSI) with a fixed but limited income, my recent PG&E bill has spiked to nearly $[redacted] for just one month, which seems unusually high given my minimal electricity use and frugal habits. Could you confirm whether my 12-month period for receiving REACH assistance has passed, or do I still have a few months to seek help again? Your assistance in providing the specific date of my last REACH Programme support for my PG&E bill would be greatly appreciated. Thank you for your time and patience in addressing my concerns during this challenging time.

Hello, I would like to express my gratitude for your efforts in maintaining our electricity and gas services during these challenging times of the pandemic and natural disasters. Our family is experiencing significant financial difficulties given the current situation. In our apartment, we have a total of nine individuals, including my husband, myself, three young children aged 7, 8, and 10, my stepdaughter who is a college student, as well as my mother and mother-in-law. Unfortunately, my husband has been laid off without any benefits, leaving me as the sole provider working part-time while also being a full-time student. With everyone at home due to the confinement, coupled with the increased heating needs and poor air quality from the wildfires, our PG&E bill has skyrocketed. Any consideration to waive a portion of it would be greatly appreciated as we are struggling to keep up with our expenses. Thank you for your time and understanding. Sincerely, Aline Chegang

I have a solar system linked to my service. It's a small setup that partially reduces my electric use but doesn't generate surplus energy to sell back. My concern is with the NEM tariff on my account. Since being put on NEM, my bills are confusing, making it hard to budget due to fluctuations and the hefty true-up bills annually. The unexpectedly large $[redacted] bills are overwhelming. If I had known about these billing challenges, I wouldn't have installed solar panels. Is there a way to switch off NEM and return to standard monthly billing? I don't benefit from NEM as I won't sell back electricity. I feel penalized for having solar with this unsuitable tariff. Please assist in removing me from NEM billing for clarity and predictability. C. Teh [redacted] Russia Avenue, San Francisco, CA

Dear Forum Members, I am in charge of my late sister's estate and recently discovered a significant overdue amount on the PG&E bill for her property at [redacted] Amarillo Way, Salinas, CA [redacted]. Despite assurances from my sister's son, Donald Stockton, and his girlfriend, Christine Zamarippa, about handling the bill, there seems to have been a lapse in payments. I have attempted to rectify the situation by changing the billing address to mine as the Trustee at [redacted] Genevieve Street, Lakeport, CA [redacted]. Unfortunately, the bill was still sent to the old address causing further confusion. I urgently need to resolve this matter to avoid disconnection as the property is being prepared for sale. It is puzzling why the bill was neglected despite previous assurances. I am willing to settle any outstanding amount once the property is sold. Please reach out to me promptly at [redacted] to discuss possible arrangements. Thank you. Best, Jean Elsa

Unfortunately, PG&E's customer service lacks the option to speak to a live representative, leaving customers like myself frustrated. Despite trying multiple numbers, such as [redacted] and [redacted], I encountered the same automated menus without the chance to connect with a real person for assistance. This lack of personalized support raises the question: why doesn't PG&E offer customers the opportunity to speak directly with a representative? Specifically, I am inquiring about the CARE program and whether I need to take action to renew it annually. However, the automated system only directs me to information on applying for CARE, failing to recognize that I might already be a member seeking renewal details. PG&E's focus seems solely on providing electricity, with no emphasis on providing quality customer service through live support. It is disappointing that PG&E's customer service does not extend to live assistance, as the pandemic cannot be solely accountable for this deficiency in service and courtesy.

I need some advice about lighting the pilot light in my rental home with an old floor heater. I removed the grille but couldn't see the pilot light. My tenant insists that PG&E said it's already lit, but I doubt it because if it's lit from the top, you should be able to see it from the top.