PG&E Apologizes After Billing Error Leads to $6,000 Gas Bill

The utility company admits to mistakes that caused a customer to receive two consecutive high gas bills.

Apr. 13, 2026 at 11:22pm

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A close-up photograph of a shiny, metallic gas meter with a cracked digital display reflecting a dim red light, set against a clean, monochromatic grey background with dramatic studio lighting and deep shadows.A cracked and malfunctioning gas meter symbolizes the billing errors that have frustrated some PG&E customers.Today in Sacramento

A PG&E customer in Sacramento, California received a series of gas bills totaling over $6,000 due to a billing error by the utility company. PG&E has since apologized, acknowledged the mistake, and said they have corrected the customer's bill to reflect their actual energy usage.

Why it matters

This incident highlights the challenges some PG&E customers have faced with high and inaccurate utility bills, which have become more common as the company replaces millions of aging smart meters across its service area. It raises questions about PG&E's billing practices and customer service when errors occur.

The details

The customer contacted PG&E in February after receiving a $2,742 gas bill, and was told there was an issue with her meter that would be resolved within 1-2 billing cycles. However, she then received a second bill in March for $3,300. PG&E admitted to making mistakes with the customer's account and billing, including technology issues and other errors that led to the high consecutive bills. The company has since corrected the customer's bill to reflect her actual energy use and replaced the faulty gas meter equipment.

  • On February 25, the customer contacted PG&E about the $2,742 gas bill.
  • On February 27, a PG&E technician came to address the meter issue.
  • In March, the customer received a second bill for $3,300.

The players

PG&E

The Pacific Gas and Electric Company, a major utility provider serving northern and central California.

Paul Moreno

A spokesperson for PG&E who acknowledged the company's mistakes and apologized to the customer.

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What they’re saying

“We made a mistake, and a customer received incorrect gas bills. We're sorry for the frustration and concern this caused. We have corrected the bill so it reflects the customer's actual energy use and have replaced the equipment which reads the gas meter.”

— PG&E

“You know this is not something we strive to do. We fell short in this case.”

— Paul Moreno, PG&E Spokesperson

What’s next

PG&E has stated they will continue working with the customer to resolve the billing issue and ensure her account is accurately updated.

The takeaway

This incident highlights the ongoing challenges some PG&E customers face with high and inaccurate utility bills, which have become more common as the company replaces aging smart meters across its service area. It raises questions about PG&E's billing practices and customer service, and the need for greater transparency and accountability when billing errors occur.