ComplaintsforSemco Energy Gas Company

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I called them and was told my account would be placed on hold while a payment processed. They came out and shut off my gas anyways on a Thursday before the weekend then said someone had to be present to turn it off causing me to leave work early and lose out on money due to their incompetence and miscommunication. I would like a bill credit for my inconvenience and also loss of money I incurred due to them.

  Business response

  09/09/2024

  09/09/2024
  BBB Complaint # ********
  *******************************
  *************************************
  
  ******************** called on August 1, 2024, due to a shut off notice she received. During that call the representative reviewed the past due balance,offered information on assistance, and offered a minimum payment of $20.00 to stop the shut off. ******************** agreed on the minimum payment of $20.00 and stated that she was going to call back the next day on August 2, 2024, with a payment confirmation number from one of our authorized pay agents ******* or Kroger. ******************** never called in a payment confirmation number and a payment was never received.
  On September 3, 2024, ******************** called into the call center due to receiving a shut off notice. ******************** spoke with the call center supervisor. The supervisor offered information on payment assistance and offered a minimum payment of $50.00 to stop the shut off. It was explained in detail that ******************** would need to call back by 4:30pm on September ******, with the payment confirmation number of the payment made at either Kroger or ******* to stop the shut off. ******************** did not call in the payment confirmation number.
  On September 4, 2024, ******************** called and said she was unable to make her payment due to not having a payment coupon. It was explained to ******************** that a payment coupon should not be needed to make a payment on her bill. She would need her account number. The representative offered to speak to the store employee taking the payment at the authorized pay location to make sure she was able to make her payment. ******************** declined. The representative extended the shut off until the end of the day on September 4, 2024. ******************* stated that she would be calling in her payment confirmation number to stop the shut off. There was no call with the payment confirmation number.
  On September 5, 2024, the account was shut off for non-payment.
  On September 6, 2024, ******************** called in due to the account being shut off.  She stated that she made a payment of $50.00 at Kroger on September 4, 2024, and was upset that her account was shut off. It was explained to her that we never received her phone call with the payment confirmation number. As of September 9, 2024, there is not a payment of $50.00 on the account.
  ******************** did make a payment of $102.73 at ****** on September 6, 2024. Her account was turned on at 2:58pm on September 6, 2024. The turn on fee was waived and the deposit fee was waived at the time of turn on. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I accessed the online portal to process my own payment. I'm literally processing my own payment and being charged a $3.50 processing fee?!? I'm the one doing the work of processing my own payment! This can't possibly be legal. I want my processing fee returned and I want them to stop taking advantage of people who already can't afford to pay their bills. This economy is terrible and these companies are taking advantage of those who can least afford it! This can't possibly be legal; to charge a fee to the individual doing the work is ludicrous!

  Business response

  05/22/2024

  Customer was offered multiple ways to pay without a fee. This is a standard fee.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 13, 2023 I filed a police report that someone stole my gas meter. On July 14th 2023 I called Semco to let them know that someone stole my gas meter, just to find out that it was Semco that took the meter. They, Semco Energy, are accusing me of unauthorized gas usage. They claim that they shut off the gas June 12th. But the gas was never shut off because I have been using it the whole time. I had a note on my door to pay the past due amount of $166.55. I paid this PLUS the current bill. So on June 13th I paid a total of $210.22. Now they want me to pay over $500 to get the service back up and running. Aside from the $500 my actual current balance is $47!

  Business response

  05/22/2024

  Unauthorized use charges were removed from the account and fees reversed. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid bill using a new bank. I used auto fill so that there's NO CHANCE of ******** TRIPLE CHECK Week later, no $ taken. My bank said Semco never requested $. Contact Semco. No reply. I get notice my bank account was "closed." Except it was NOT closed. Also, Semco charged a returned check fee Speaking with Semco, they refused to admit their mistake but they did reverse the returned check fee. Removed bank & used another so it'd not happen again Semco didn't take $. Contacted that bank; Semco never requested $. Checked Semco account. All correct info. I auto-filled so I couldn't typo & took SS of #s. Semco came back claiming there was "no such account." Charged me ANOTHER returned check fee I showed them I put in the #s correctly. They claimed it was "missing a ********** computer NEVER IN HISTORY OF MANKIND COULD POSSIBLY MAKE A MISTAKE so must be my fault. I showed them proof; they ignored it & called me a liar. Removed bank, put in SAME *********** finally took $Then they DISABLED ability to pay online, wanting me to pay $50 round trip Uber PLUS extra fee to pay at store for next 12 mo. AND charged returned check fee. ALSO told me to go back to using my ***** of America" account. I've NEVER IN MY LIFE had BoA Despite proof of open bank & correct #s, they claimed no way they'd EVER make a mistake, ignoring all my proof bc ******** is ALWAYS WRONG. That means 1 of 2 things going on:1) They're outright lying & attempting to gaslight to cover their own ***** bc they know they screwed up 2) They are actually having an issue, tech or other & what they see is actually what they say & they're not lying but are STILL responsible for their mistakes Either way, I refused to be blamed and manipulated for THEIR mistakes The ONLY acceptable resolution is:- remove returned check fee - restore online pay access - apologize for causing extreme anxiety while claiming they could NEVER make a mistake & that my proof should be ignored bc I'm just a ******ed ********

  Business response

  06/13/2023

  The payment submitted on 5/24 for $29.25 was sent back from the bank with a 
  reason code indicating that payment was made on a closed bank account. 
  
  The recent payment for $29.25 that was processed on 6/1 is also being 
  returned from the bank; this one is coming back with a reason code unable 
  to locate checking account#. 
  
  In the past your checking account payments have been made with a different checking 
  account #. The payments that have processed successfully have had a checking account number that was 16 digits long; 
  this last payment made that is coming back unable to locate only has 15 
  digits.  This is most liking what is causing the problem; the account 
  number is not correct.  Since is it not a valid account number that was 
  entered this is why you are not seeing any transaction on you bank 
  statement.
  

  As a courtesy, the returned payment fee's have been waived and your account was adjusted to reflect the credit. 

  Customer response

  06/13/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  They literally only proved what I already said. I specifically said that they falsely claimed that my first account was closed when it wasn't and then they falsely claimed that I submitted an account with only 15 numbers even though I showed proof that it had 16 numbers and then the third time with literally the same account with literally the same numbers they took the money. This is exactly what I said at the very beginning and they only confirmed these errors. Once more the original Bank was not closed and once more the second time was not missing any numbers on my end so how it magically missed numbers by the time I got to them I don't know. This company has only confirmed exactly what I said in the first place but they continue to claim that their computers could never in a million years ever make a single solitary mistake because they are absolutely perfect and nothing ever goes wrong.

   

  It does appear that they have restored access to my online account though and we will see if the fees have been reversed or not as it tends to take a few days for that to happen. So I accept the end result but I do not appreciate them blaming me when I have endless proof that I did not mess up and their inability to admit that maybe they've made more than one mistake and that computers aren't perfect. Looking at other BBB complaints it seems like many customers have the exact same problem so it's not just me either.
  
  Regards,
  
  *******************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called two or 3 days before my moving date. The 4th is the day I moved out due to health hazards, black mold in home. I tried to switch over service to new address they said I was not able because of past due balance. I asked to then cancel my service as of 4th. I spoke with a supervisor. On the 27 I got a text message saying service would be disconnected due to non payment. I called and told them it should be cancelled as the land lord had been living there since the fourth. They argued w me for two hours saying I owe the bill. Ive emailed Ive called w no help. They record calls why can they not fix this. Why should I pay a bill for my landlord after living in black mold for two years.

  Business response

  02/06/2023

  I have reviewed the account and ************ called 11/29/2022 requesting to start service at ***************************************; At no time during this call, did she request to end service at 304 E. Case St.  On 12/22/2022 ************ disputing the service still being in her name at ********************; The calls were reviewed and she was made aware that a request to end service had not been done.  Since ************ has an outstanding balance, which would not allow her to start service at a new location, the service was turned on at ************* in someone else's name. During the same call on 12/22/2022 a meter removal was scheduled for 12/27/2022.  *********** at **************. is no longer in ************ name as of 12/27/2022.  If she feels she is not responsible for any charges, she can speak with the landlord to discuss her move out date and request the landlord call SEMCO to have the charges moved to the landlords account.  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this on behalf of my 93 yr old mother. We are tired of rude and condescending employees of semco. But that is not the issue. Last October we found out someone turned off our gas it was not semco. We thought it was furnace issues and called home serve. They said the gas was off and relit the pilot. Semco gives us a hard time and refuses to credit account for no gas for a month. Next time will call law enforcement

  Business response

  09/28/2022

  ********************~

  If no gas was used, no charges for gas would have been billed.  Since SEMCO was not contacted regarding the gas being turned off and was handled through HomeServe as a furnace issue, we do not have any record of the gas meter being turned off.  If you would like to discuss your invoices and charges billed, please contact me at my direct phone number listed below.

   

  *****************************

  Consumer Affairs Specialist

  SEMCO Energy Gas Co.

  ************ (ph#)

  Customer response

  09/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***************************

  I reject it because they think I am lying and Semco didnt turn it off my neighbor did and I demand credit and something be done about it

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House was condemned at the previous address where I lived at and they over charged me for gas that I didnt use they say balance of $234.00 I say different they are getting my home heating credit threatened that they will not turn gas on in my name also they said balance has to be paid off if they say different there lying said go here there and I applied so they lied to me which isnt cool Im recovering from a stroke and also the death of my husband I have payments I have to make to the funeral home and they dont care please please smack semco with the biggest fine humanly possible also it was during Covid and still is and Im on disability only cannot pay full balance and I shouldnt have to pay that big of a **** they didnt **** my account right at all they are in the wrong

  Business response

  02/15/2022

  ******************~  

   

  I have reviewed the account at ******************, which was started in your name per your request on December 1, 2020 and ended March 29, 2021.  The balance owing of $234.44 is from the usage period of 2/11/21 - 3/29/21.  As discussed on 2/10/22, there are agencies that could possible assist with the outstanding balance if you are unable to pay the balance or a payment arrangement was also offered.  Once the Home Heating Tax Credit is received, we will apply the voucher to the outstanding balance.  The account has been noted, if you decide that you would like to make a payment arrangement or discuss the account further.

   

  Thank you,

   

  *****************************

  Consumer Affairs Specialist

  SEMCO Energy Gas Co.

  ************** ph#

  Customer response

  02/21/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] THERE NOTHING BUT A LIER AND THEY REFUSED TO NOT MY ACCOUNT CORRECTLY I AM ON A VERY VERY FIXED INCOME AND I WILL NOT WORK WITH A UILTY COMPANY WHO DONT DO THERE JOBS RIGHT ALL THEY ARE MONEY HUNGRY BASTARDS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  Regards,
  
  *******************************

  Customer response

  05/02/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I reject the offer due to the fact 1 I had to pay my husbands funeral off so my house wouldnt get repo 

  second of all the account was not noted correctly 

  third I tried applying for help and it was denied never made any offer to work with me besides threaten and harass me 

  fourth my home heating credit was applied I tracked it was confirmed so I am rejecting this offer due to the boss being rude in compassionate **** and has no business working with the public 

   

  do note all the other utilities company has no issue keeping no the bills in my husbands name as long as they are paid  

  
  my hopeful outcome would be you show compassion and not just focus on numbers 
  Regards,
  
  *******************************

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Left a note on an abandoned house i just purchased to call within 24 hours to avoid having my service shut off, then shot off my service in under 24 hours and told me it will cost $50 to relight it, i scheduled that and they said they'd call me prior to the appointment. They never called and are now charging me another $50 because i wasnt home, and i have to pay another $50 for the next appointment and cant guarantee the tech will call me prior.

  Business response

  12/07/2021

  *************************~

  I have reviewed the complaint/concerns.  Could you please provide an address or account number so I can address the complaint/concern?

   

  Thanks,

  *****************************

  Consumer Affairs Specialist

  SEMCO Energy Gas Company

   

  Customer response

  12/08/2021

  Please send them the address ****************************************************************

  Business response

  12/10/2021

  Hi ******~

   

  I have reviewed the account at *********************************************************  and it appears that the prior owner contacted SEMCO on November 1st to notify us that the home had been sold.  SEMCO left the gas service on until November 23rd to allow time for the new owner to call.  However, because gas was being supplied to a home where nobody had taken responsibility, SEMCO turned the gas off at 4pm on November 23rd.  When you (*************************) contacted SEMCO that same day, a turn on was scheduled for the following day.  Unfortunately when the technician arrived to turn the gas service on, nobody was at the premise.  Another turn on was scheduled for the next business day (November 29th) with a request to call prior to the technicians arrival.  A trip charge of $50 is applied each time a technician makes a trip.

   

  If you have any further questions or concerns, please let me know.

   

  Thank you,

  **** McGranahan 

  Consumer Affairs Specialist

  SEMCO Energy Gas Company

  ************* phone

  ************* fax

   

  Customer response

  12/17/2021

  recieved a door hanger after 5pm the day prior to the shutoff saying i had 24 hours to switch the account into my name. I called at 4 the next day and you guys told me you'd already shut it off at like noon. When you guys sent the technician the first time you said he would call before he went. He never did. I explained that it was a vacant house being renovated, and you told me the tech would be there between 8 and 4pm. Do you expect me to sit in an empty house all day waiting? Now you're trying to charge me for 2 technician visits. Total scam.
  

*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. ↩