Information About a Billing Error Impacting Some CleanPowerSF Customers

Updated July 15, 2024
 
CleanPowerSF is aware of a billing error impacting some customer bills issued over the first few days of July. If you recently received a notice regarding a billing error via email or by mail from CleanPowerSF, you are likely impacted by this situation. We apologize for the inconvenience this has caused.  

What is the billing error?  
The billing error involved the incorrect application of a rate called the “PCIA Adjustment” on some July 2024 bills. If you are an impacted customer, the error appears on your PG&E/CleanPowerSF bill under the “Details of CleanPowerSF Electric Generation Charges” section. Customers who received a bill from July 2 to July 5 likely received the erroneous charges resulting in a higher bill.  

What is being done to address it?  
To fix this error, CleanPowerSF has requested that PG&E send corrected bills to all impacted customers. That means that the initial bill with the erroneous charges will be cancelled and a new and corrected bill will be issued to each impacted customer. You should receive a new bill for July 2024 charges in the next few weeks. Please disregard the bill you received in early July and wait for a corrected bill to be issued before paying your July 2024 statement of charges.  

What if I paid my bill already?  
If you have already received and paid your bill, CleanPowerSF will refund you for the incorrect charges incurred. If you are an impacted customer, CleanPowerSF will proactively take action to address your refund. You do not need to request it. For questions about correcting the overcharge, contact (415) 554-0773. 

What if I received my bill but haven’t paid it yet?  
Please disregard the bill you received in early July and wait for a corrected bill to be issued before paying your July 2024 statement of charges. The bill that included the erroneous charges has been cancelled by CleanPowerSF/PG&E and a new bill will be issued to each impacted customer. You should receive a new and corrected bill for July 2024 charges in the next few weeks.  

What if my bill is paid automatically via auto-pay?  
If you are enrolled in auto-pay, you may be able to pause your recurring automatic payment for this month until a corrected bill has been issued. To make adjustments to your recurring payments, sign into your PG&E online account. 

What if I have additional questions?  
We are here to help. If you have any questions or concerns about your bill, please contact CleanPowerSF Customer Service at (415) 554-0773 or cleanpowersf@sfwater.org. 

We take billing issues very seriously. We are actively reaching out and notifying impacted customers with information about this billing error.  Customers who are impacted do not need to take additional action at this time. CleanPowerSF will be canceling and reissuing corrected bills for all impacted customers. 
 
We apologize if you were impacted by this error and appreciate your patience as we work as quickly as possible to resolve this issue.  
 
Please do not hesitate to contact CleanPowerSF Customer Service with any questions or concerns at (415) 554-0773 or cleanpowersf@sfwater.org.