Q&A with SCANA’s Customer Service — Most Asked Questions

To determine what natural gas users in Georgia want to know, we went to the experts — The SCANA Energy customer service team. A topic that comes up repeatedly is understanding your billing and plan options. Georgia’s deregulated natural gas market can make it confusing for folks looking for a new natural gas plan or trying to understand their current bill. While SCANA’s customer service team is happy to answer our customer’s most-asked questions, here is a one-stop shop for those hoping to avoid a phone call.

What is the AGL Pass-Through Charge / Why is it on my bill?

While natural gas marketers like SCANA Energy own the natural gas that’s sold to home and business owners, they do not own the pipes through which that gas travels. Those are owned and operated by Atlanta Gas Light (AGL). No matter which marketer you select, you’ll see charges from Atlanta Gas Light on your bill. They go directly to AGL and natural gas marketers don’t earn profit from these charges. SCANA Energy packages them as the “AGL Pass-Through Charge,” but you may see a different name for the fees depending on your provider. These charges cover the cost of delivering gas to your property, pipeline maintenance, and meter reading.

This fee is calculated by AGL using several factors, varies by month, and is different for every property. These are the factors that are used to determine a property’s pass-through charge:

• Ancillary Service: The cost of reading your meter.
• Dedicated Design Day Capacity: The cost to deliver gas to your home on the coldest day of the year. This charge is recalculated annually and factors in your usage patterns.   
• Environmental Response Cost (ERC) Recovery Fee: Expenses relating to cleanup of former manufactured gas plant facilities.
• Franchise Recovery Fee (FRF): Fees paid by AGL to local governments for the use of public rights of way for natural gas lines and other facilities.
• Social Responsibility Fee: The cost of funding the Senior Citizens Discount Program for low-income customers.
• Peaking Service: Covers the fixed cost of operating company-owned, above-ground storage facilities.

In short, the fee enables AGL to maintain the pipelines in a safe and legal manner, read meters, and be readily available to address emergencies.

Why does a customer service charge appear on every bill?

Like the AGL Pass-Through Charge, there is a customer service fee on your natural gas bill that helps cover the cost of doing business. This fee is set as it appears in your terms of service for your rate plan. The monthly customer service fee covers the cost of processing the meter reading information, providing monthly bill statements, and other associated account maintenance each month. Not only does it help us run our business in the background, it also ensures you get the quality of customer service you deserve.

What is the difference between a fixed rate plan and a variable rate plan?

The main difference between fixed rate and variable rate plans is whether the therm price changes each billing cycle. A fixed rate plan is a contractual agreement that allows you to lock in a set therm price for the duration of your selected term. The price will not change during your contract term and there is an early termination fee associated with changing your rate or exiting a contract before the end of your rate plan’s term. On the other hand, there are no contractual agreements associated with variable rate plans. You are billed at the price per therm effective at the time of the first date of your meter reading each bill.

Which natural gas rate plan should I choose?

To determine which rate plan to choose, you’ll first need to ensure you’re eligible to receive natural gas at your home or place of business. Visit scanaenergy.com/rates-sign-up/service-area to check if we provide gas in your area. Fixed rate plans are not available in all areas, but variable rates are available everywhere SCANA Energy offers service. You can call the SCANA Energy customer service team at 1.877.467.2262 to find out which specific rate plans are available for your home.

If you have the option between fixed and variable rates, the choice comes down to what’s most important to you. A fixed rate plan typically has a lower therm price than a variable rate, however you are locked in a contract and are subject to an early termination fee if you stop service before your selected term is up. A variable rate, on the other hand, allows you to switch to a new rate plan or end service at any time. Consider what pricing and level of flexibility will benefit you the most when choosing a rate plan for your home.

Why is my bill so high?

The reason for a higher-than-anticipated natural gas bill varies by customer, but there are some that are very common among SCANA customers calling about their high bill.

As the weather warms up at the end of winter, many people expect to see immediate changes in their energy bills. However, SCANA Energy bills don’t arrive immediately after a billing cycle ends, meaning you’re seeing charges for heat used a while ago. If you have a high bill, pay attention to the usage period and meter reading dates you see on the bill. Your statement is typically for natural gas used the month prior. Consider what the weather was like a month ago and see if that makes sense of it.

The charges explained above can be another cause of confusion for natural gas users in Georgia. Even if you don’t use any gas during a billing cycle, you’ll still receive a bill with the customer service fee and the AGL pass-through charge. So, your summer natural gas bills may be higher than you were expecting for lower gas usage.

While these are the most common reasons for surprising natural gas bills, each situation is unique. If you have questions about your bill, call the SCANA Energy contact number, 1.877.467.2262.

If you have other questions regarding your service, billing, or natural gas in general, the SCANA Energy customer service team is happy to help. We are available to assist you from 7am to 8pm Monday through Friday and 8am to 5pm on Saturday.