Being billed for 788.00 after having so many issues paying my bill. I need to know why it is ok to bill someone for not being able to pay their bill.
I as a customer have a bill that regularly for from 400+ to 200+ back 400, based on an income go 733.00 (rent is 409) so it doesn't leave much left. This month instead of the 400, I have a bill for 788.00. They tell me first it was because of higher usage, then because my account is delinquent. The first woman I talked to, whom yes I was mad, I was rude, tells me she was going to waive the deposit but I was rude (as If I had no right to be mad, how can I not be after a doubled bill and my account history). While I make arrangements, I still make payments every month. I say, I'm being punished for being poor, they say I'm not. How is that? If I could cover my bill on time I do not get a deposit, I have trouble and you double it. The next person I talked to says "unfortunately we can't waive it." It's either one or the other. First punishment for not being able to pay and no relief because I was mad about being blindsided by an almost 800 bill that is more than my entire income. "To protect Georgia Power". That is what I kept being told. I am the one who needs the service, how am I protected from my service being cut off? They say, they will help me make arrangements, which is what they've been doing all year, so you offer to continue doing that I've been doing this entire time only to subsequently charge another deposit again. I say if you can waive it, why charge it? I asked for the logic, not policy, LOGIC behind making a deeper hole for a customer and no one can give me logic. So next month, when they want 400+ dollars and I can't pay it, my service is cut. I will then owe the ENTIRE amount plus more deposits to get it cut back on. It is wrong. My account number is XXXXX-XXXXX.
I want to not be charged 150.00 extra dollars for not being able to pay 230.00 in their time frame, based on my 733.00 income. Something I have to tell them every month to make them understand the why behind my payment arrangements. I got behind one month and have been catching up ever since, but a payment is consistently made, I do not roll it over and over to some obscene amount as if I completely disregard my service.
We have reviewed Ms. account and believe that her issue has been resolved. Ms was eligible for rate that did not require a deposit. A representative from our office has personally reached out to Ms and offered her assistance locally if she has any more questions concerning the new rate.
Thank you for making us aware of the customer's concern.
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, no one reached out to me. I don't know why that lie is offered. And they account I have now is prepay, which the deposit is still attached to. They're "helping" me was to convince me that I used 7-8 dollars a day in usage. So I would prepay for the usage. Once I switched however, I find that my usage is 9-10, going on 11 dollars a day. So I know have to pay double what I was paying for service. That's 70-80 dollars a week, minus 25% that goes to my old balance (where the 150.00 remains). So for my service that's 100+ a week, times four. That's 400+, when I was told at 7-8 dollars it would more like 200+, which I was already paying monthly. In order to go back to regular sevice I would have to tack on an extra 400 for a deposit. So their "help" has not helped at all. The next time they should be truthful about what they've done, how they explain their services and the truth about a customers usage which at $10/daily I would have turned down prepay. Now I'm stuck, going by what they are telling me and it not being so.
Georgia Power's agents give false information to customers.
I already have a complaint with them about a deposit. Based on that high bill, one of the agents suggested I go on prepay at $7-8 a day. ($49/weekly) minus 25%, so 63.00, 250.00+ a month. My old bill was 231.00, but to keep the disconnect notices, the due by, the late fees, I agreed to prepay based on $7-8 a day I was quoted. I was told when I switched over if I wanted to switch back I would have to pay a deposit (two months bills), $400+. When I switched over, the $7-8 a day that I was told I use was a lie. My rate the first day was $9.31, it then went up to $10+, to almost $11. I sit at $10.56, even with turning my AC off most of the day which I was told accounts for half my usage. Usage has not dropped. Right now, two weeks into prepaid I have already paid out almost $200 and would have to produce another $200 before the end of August. Now as of today, when I called to ask "why and how can a method of billing can be suggested to me that doubles what I was having an issue paying all year". I'm lost of what kind of customer service that is. So today, I learn that not only do I have to come up with 400+ for a deposit to switch back, I would also have to pay the deferred balance I was having trouble with in the first place which is $641+. $1000+ dollars. For a suggestion made to me 2 weeks ago that was supposedly to "help" me.
I'm not even sure what a resolution would be. There is no other power company, so I have to be ok with being given false imformation. I mean they can get away with it, by saying this is your bill and even though we've now suggested a method that puts your back against the wall, to get back you will have to pay 5X what you were struggling with in the first place. I mean, who is going to care? Not the agents job to help I guess, because they get paid either way. I'm tired of being lied to by this company. It's not like I can switch services back to my lessor struggle or even switch companies.
We were disappointed to hear our customer still had concerns after our representative had called her on 8/5 and we thought all was resolved. The representative and myself reached out to Ms again on 8/12 and talked with her regarding her account and how we might assist. We have offered to have an energy auditor assist her on site at her home to determine why her usage is higher than she would like and we have offered to go over the itemization of her bill and show her where the deposit has been removed. Ms was scheduled to visit our office on 8/15 but did not make it in to our office. We encourage her to come in and let us walk through her billing with her and try to assist her further and to also follow through on letting us set up a free audit. We do want to insure Ms has all the information available to assist her in understanding her billing and usage.
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, ************ called again. ************ did a run of the mill handling. First she classified what was done as a "miscommunication". She then tried to relate herself to me, by checking off the things we have in common, like an upstairs apartment. Yes, the audit was offered and the itemization was offered. The problem is though, I do not have a "misunderstanding of my billing or usage". You tell me I use $7-$8 dollars in usage, it's very well understood. My usage is not $7-$8 as I was told. I was then told by ************, that it is common practice to "guess-stimate" (her words) how much usage someone uses. She informed me that she, "guess-stimates" a higher rate, so that when the customer sees that it's lower than her "guess-stimate" they feel relieved. My thing is how do you "guess-stimate" a prepaid bill. How do you explain to any customer, that they're usage is just a thought up number when the point of prepaid is to pay the EXACT amount. See, my usage is 10.70. I cannot "guess-stimate" that tomorrow I will only use $8 so I pay $8 and my power still be intact. *************s solution is to get my usage down to the incorrect number that was told to me in the first place. How is that there is a chart that measures my usage and puts a number to it, yet the customer service agents can just take a wild guess at what that number is. They can then tell the customer that number, allow them to change their method of billing and when that number is wrong have no accountability for it. I can't go back to how my bill was. ************ says, if I pay my bill in full they will help me with the deposit. To that I say, if I could pay my bill in full, I wouldn't have been charged a deposit for delinquency, I would not have been suggested prepay service at $7-$8, as "helping" me. I would not now be on the 20th day and already paid out close to $300 and still have to come up with more to finish out the month. I have to accept that Georgia Power accepts no wrongdoing in what I feel was false advertising to get me to agree to something that would hurt me in the end and that is malicious. To understand that by the time September ends, I will have paid them close to $800, which is ironically close to the amount I complained about in the first place. To understand that I am paying $150 more each month, which is equivalent to the amount of the deposit I complained about in the first place. No amount of auditing and showing me itemized charges will change that. I do not trust Georgia Power and yet sadly, I have to remain in business with them. For the record I did not show up to the office because it's already an insult how this is being handled over the phone, I get more and/or conflicting information when I talk to anyone from Georgia Power, so having it done in my face voluntarily was not on my to-do list. I agreed to something under false pretenses and now I'm being drowned by it like quicksand, based on trained Georgia Power associates and their "guess-stimates" and "miscommunication".