PG&E billed you incorrectly? Here’s what to do
Summary: PG&E bills bundle gas, electric, taxes and program charges; dispute the specific line item and ask which service it belongs to. Unexpected PG&E fees and charges can be disputed line by line — get an itemized bill and challenge anything you did not agree to.
Why PG&E billed you incorrectly
- New or increased fees you were not notified of.
- A charge for equipment or service you returned or canceled.
- A duplicate charge or a charge on the wrong account.
Calling PG&E: what to expect
PG&E’s line is 1-800-743-5000; customer service is typically Mon–Fri, roughly 7am–7pm PT; the outage line is 24/7.
To reach a person: choose your language, then enter your account number or the phone number on the account, then select the billing option, then "question about my bill", then say "agent" if you are looped back to the automated system. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through Your Account at pge.com (https://www.pge.com); and you may see these names on your paperwork: PG&E Your Account, CARE / FERA discounts, Budget Billing, Medical Baseline.
Step by step: what to do
- Request a fully itemized bill from PG&E.
- Call PG&E at 1-800-743-5000 (choose your language, then enter your account number or the phone number on the account, then select the billing option, then "question about my bill", then say "agent" if you are looped back to the automated system) and dispute each charge you do not recognize.
- Ask for written confirmation of any reversed charge.
- If unresolved, escalate to your state Public Utility Commission (PUC).
Common mistakes to avoid
- Paying without an itemized breakdown.
- Not getting reversals confirmed in writing.
What to say when you call PG&E
- I’m disputing specific charges on my bill — please walk through each line and reverse the ones I didn’t authorize.
PG&E-specific things to know
- PG&E bills bundle gas, electric, taxes and program charges; dispute the specific line item and ask which service it belongs to.
- If you were charged for a plan or program you did not enroll in, ask for the enrollment date and record; PG&E can reverse it.
- PG&E bills are tiered and time-of-use for many customers, so the same usage can cost more depending on the rate plan — ask for a rate-plan comparison.
- CARE and FERA discounts and the Medical Baseline allowance are underused; if you qualify, they change the whole bill and can be applied retroactively in some cases.
- PG&E credits customers automatically for extended Public Safety Power Shutoffs in some circumstances, but ordinary outage credits still have to be requested.
- PG&E delivers gas and electric on one bill; disputes need to say which service and which line item.
Know your rights
Utilities must bill you accurately, investigate disputed charges, and cannot disconnect service over a charge that is under formal dispute.
Regulator: your state Public Utility Commission (PUC). If the utility will not correct the bill, file a complaint with your state Public Utility Commission.
If PG&E will not move, the escalation paths that carry weight:
- Ask for a supervisor or a formal billing investigation if the first rep cannot open one.
- File a complaint with the California Public Utilities Commission Consumer Affairs Branch, online or at 1-800-649-7570.
- If PG&E’s response does not resolve it, the CPUC can open a formal complaint proceeding.
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Frequently asked questions
How do I dispute a PG&E charge?
Request an itemized bill, call PG&E at 1-800-743-5000 to dispute each charge, and get any reversal in writing. Escalate to your state regulator if it is not corrected.
How do I file a complaint against PG&E?
Call PG&E at 1-800-743-5000 and ask for a billing investigation. If that fails, file with the CPUC Consumer Affairs Branch online or at 1-800-649-7570.
Am I on the right PG&E rate plan?
Maybe not. PG&E offers tiered and time-of-use plans, and the same usage costs different amounts on each. Ask for a rate-plan comparison based on your last 12 months.
What are CARE and FERA?
PG&E’s income-based discount programs — CARE gives a larger discount, FERA a smaller one for slightly higher incomes. Medical Baseline adds allowance for medical equipment.