Complaints

This profile includes complaints for Georgia Power Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Georgia Power Company

  241 Ralph Mcgill Blvd NE Fl 10 Bin 10105 Atlanta, GA 30308-3374

  
• 

  Georgia Power Company

  1289 Abutment Rd. Dalton, GA 30721

• 

  Georgia Power Company

  800 Broad St Frnt Rome, GA 30161-3018

• 

  Georgia Power Company

  901 N Broad St NE STE 350 Rome, GA 30161-5224

• 

  Georgia Power Company

  311 Cedar Lane Trenton, GA 30752

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several payments on my account over the weekend. One using the online Bill ******* one using Venmo as payment and even one using the online phone payment system. With the phone payment system I even received the text confirmation of payment however none of the three payments have been posted to my account and now my ********************** is out.

  

  Business Response

  Date: 03/28/2024

  **************,
  
  Thank you for expressing your concerns in reference to your Prepay account. We have reviewed your account and see where your payments if $100, $20 and $25 have posted to your account.  At the time of this correspondence your dollars remaining is $128.60.  We do offer our sincere apologies for the payment posting delay and are sorry that you were without power for a brief period of time. 
  
  We value you as our customer!
  
  Thank you,
  
  ***********************

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a bill of $1272.00 for a month usage . Ga power has been over charging me for the past 12 months on what claim to be smart usage plan .( Deceptive program ) this was presented to save you money instead it was increasing my bill .I called GA power on several times about the increasing bill and was not advised there was an additional charge for using this service instead they kept billing me outrageously for over a year. I called in January again and the bill was explained by a representative that the smart program was charging me additional money and the program was not suitable for all customers. When i was made aware of this by a representative i requested a cancellation .I was told it cannot be be discontinued until 60 days turn around time and i will need to continue paying the excessive charges associated with the program. They advised several times a supervisor will assess my account by listening phone conversations. I have repeatedly reached out to GA power to speak with a supervisor and get this resolved and they keep giving excuses after excuses .

  

  Business Response

  Date: 03/26/2024

  ****************,
  
  Thank you for expressing your concerns in reference to your electric service account at ************************************************** 30014.  We have reviewed your account and found that usage and billing are correct, therefore a billing adjustment is not warranted.  Records indicate that you enrolled in Smart Usage online on March 16, 2023.  Information displayed online about the rate explains demand billing.  We see that your account was successfully unenrolled from Smart Usage on January 3, 2024.  That date fell in the middle of a billing cycle. Your bill was prorated to reflect the following. 
  
  Electric Service on Smart Usage from December 15, 2023 January 3, 2024, = $243.16
  Electric Service on Residential rate from January 3, 2024 January 16, 2024, = $171.34
  
  Your electric service for January 16, 2024 February 15, 2024, on the Residential rate was $382.87.
  
  Your account was also enrolled in Budget Billing, and you elected to stop the program on January 3, 2024. While on the program, each month, your billing statement showed how much your actual bill was along with your Budget Billing amount. We tracked the difference in what was actually used versus what was paid. This difference may have fluctuated up and down depending on your energy usage habits and was used to determine if a new Budget Billing amount was needed.

  When you discontinued the program, the total difference amount was applied to your next bill. 

  As a convenience, a Budget Billing summary is provided on page 2 of your monthly billing statement.  If you refer to your monthly statement for billing dates November 10, 2023 December 15, 2023, you will see a line item on page two that says, total difference.  That is the amount you would owe if you were to stop Budget Billing.  For that statement, your total difference amount was $437.87. 
  
  $234.16 + $171.34 + $382.87 + $437.87 = $1235.24
  
  Your February billing statement is correct. 
  
  If you have additional questions or concerns, please contact our ******************** at **************. Our specialists are available Monday Friday from 8:00 a.m. 5:00 p.m.
  
  Thank you for being a valued customer!
  
  **********************

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21481781
  
  I am rejecting this response because: Yes i agree i enrolled in the program via online  because this was portrayed to be a benefit to customers. However when  i noticed the increase in my bills i called GA power on several different occasions  to inquire why my bills were increasing.At  no point in any of my conversations was i informed or made aware that this was a result of the new services and extra charges .Customers do not specialize in calculation power usages and rates and you are well aware of that so at no point i considered to figure out your billing breakdown.  January 3 the representative i spoke to was fair and honest enough to look back at my account and let me know this was the issue and THAT SMART USAGE IS NOT RECCOMMENDED FOR EVERY CUSTOMER and that i was paying  additional $100+ for this service monthly.  I requested to be on budget bill to manage my expenses. Why would i agree to pay more money for electric services that operate the same with or without this additional service ? Had i known this was what the program entail and had i been told when i call in multiple times to GA Power  prior to Jan  i would have cancelled it right away. This called taking advantage of customers because we have no other electric source!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/27/2024

  Georgia Power appreciates your valuable feedback. We will be sharing the information you provided about Smart Usage with our customer experience team to determine how we can enhance online information about the rate. We understand your frustration and apologize for any inconvenience this may have caused.  .

  Georgia Power
  
  
  

  
  

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21481781
  
  I am rejecting this response because:An apology does not solve my issue.I have been paying GA power  hundreds of dollars for an entire year that i cannot receive back.I still have an outstanding power bill of over $1200.00 that i cannot afford to pay as a result of this issue and possible facing disconnection because of the lack of communication from your representatives.I am expecting GA power to make a amicable decision .
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 1/30/24, SUBCONTRACTORS OF GA POWER (SERVICE ELECTRIC COMPANY) WAS WORKING ON OUR ROAD, REPLACING POWER *****. ONE OF THE ***** BEING REPLACED WAS ONE ON OUR PROPERTY. IN REPLACING THE ***** THE TRUCKS DRIVEN BY THE SUBCONTRACTORS DUG HUGE RUTS ALL ACROSS THE RIGHT SIDE OF OUR YARD, TOTALLY DESTROYING THE **** ON THE RIGHT SIDE OF OUR DRIVEWAY. THIS WORK WAS DONE THE FIRST DAY AFTER A THREE-DAY RAIN, SO THE GROUND WAS SOFT, INCREASING THE SEVERITY OF THE DAMAGE. I IMMEDIATELY CONTACTED GA POWER, WHO ASSIGNED ME TO ******************************** *************). AT HIS REQUEST I FORWARDED PICTURES OF THE DAMAGE. TWO DAYS LATER, IN THE WEE HOURS OF THE MORNING, THE SUBCONTRACTOR COMPANY THREW SOME DIRT IN THE ***** ADDED SEED AND COVERED WITH PLAIN STRAW. I CALLED *********************** AS RUTS AND DAMAGE REMAINED. AFTER MULTIPLE EMAILS AND PHONE CALLS, ************* STATED THAT, IF SUBCONTRACTOR DID NOT FIX TO MY SATISFACTION, HE WOULD HAVE THE COMPANY THAT DOES LAWN REPAIRS FOR GA POWER COME OUT AND REDO THE ENTIRE SIDE OF THE YARD, WHICH HE FELT WOULD NEED TO BE DONE TO PROPERLY PUT THE **** BACK TO ORIGINAL CONDITION. NO ONE CAME, NO ONE CALLED, SO I CONTACTED ************* AGAIN. HE CAME BY HIMSELF TWO DAYS LATER, TOOK PICTURES, AND SAID HE WAS ESCALATING MY CLAIM "UP THE LINE". I HAVE CALLED *************** NUMEROUS TIMES BUT HE IS NOT RETURNING MY CALLS, AND I HAVE NOT HEARD FROM "ESCALATION" DEPARTMENT EITHER. TO PROPERLY PREPARE MY LAWN FOR THE UPCOMING SUMMER, I CAN NO LONGER WAIT FOR THEIR RESPONSE AND WILL DEAL WITH THE DAMAGE MYSELF. HOWEVER, I FEEL I SHOULD HAVE SOME SORT OF FINANCIAL COMPENSATION FOR THE DAMAGE AND THE TIME/FRUSTRATION I HAVE PUT INTO THIS CLAIM.

  

  Business Response

  Date: 03/26/2024

  ****************,
  
  Thank you for expressing your concerns in reference to your property at *************************************************************************  We have researched your concern and see that you have spoken with one of our Claims Specialists about this matter.  It is our understanding that the subcontractor honored your request for a professional landscaper to make additional repairs to the property after you expressed your dissatisfaction with the initial repairs.  That work has been completed and this matter is considered resolved.  
  
  We apologize for the inconvenience this issue has caused.
  
  Georgia Power
  
  

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my bill online and apparently left off one digit of the routing number. I didn't realize this until I received a text that my power would be cut off a couple weeks later. (Admittedly this was my bad on not checking my mailbox regularly- I don't get paper mail here). I called, gave the correct routing number, and service was restored. 8 days later my power was turned off again and when I called I was told that they don't accept check payments over the phone. Well, clearly I had made a check payment over the phone the previous week because my power was restored. They charged me an initial fee of $80 for power to be turned on again and for a the return charge, since the first time was my fault for not checking the mail, I'm fine paying it. I'm NOT fine paying the second $80 charge for the same thing again after I was told my account had been paid and was up to date. I would like a refund of the $80 because that misunderstanding is on them. I was told the charge had been processed and paid and my power turned back on after. I should not be charged for their error and the misinformation of the customer rep I spoke with.

  

  Business Response

  Date: 03/26/2024

  ****************,
  
  Thank you for expressing your concerns in reference to your electric service account.  We have reviewed your account and credited the $50.00 reconnect fee and the $30.00 returned item fee to your account.  We apologize for any inconvenience this matter may have caused. 
  
  Thank you for being a valued customer!
  
  **********************
  
  

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of transactions and amount : 08/14/23 - $337.02, 09/13/23 - $411.68, 10/12/23 - $251.19, 11/06/23 - $261.18, 12/07/23 - $435.72, 01/08/24 - $347.28, 02/07/24 - $491.13 Bill that is due: $827.39 Total: $2,535.20 Georgia Power provides power to my apartment. My roommates and I moved in July 18, 2023. Over the past 9 months we have noticed that our power bills have been unreasonably high compared to other residents in our apartment complex. While our bills have been averaging around $300, our neighbors' have never been above $100. This difference does not make sense as our neighbors either have a same sized unit or even bigger ones. We believe that there is an issue in the rates and measures Georgia Power is assigning to our unit. This is especially after three major findings. The first is simply that our energy consumption and use is not excessive compared to others. We are out of the home most days, stick to a regular schedule of cooking and laundry, and keep the thermostat within reason. Second, as college students we go home for Winter and Thanksgiving Break. (I have attached our semester schedule) Over break, it would make sense that our daily cost would be significantly lower than when we are living in the apartment. However, the daily costs during these breaks were still higher than the average daily costs of our neighbors. Lastly, after I was finally able to get a hold of Georgia Power costumer service on March 5th, our average daily cost has drastically decreased from $12 to $3. I was led to believe that there might be a problem with our unit, however this drastic change the day I reported this problem is extremely suspicious. I have attached evidence of phone calls in this as well. For these reasons, I believe the Georgia Power is at fault for wrongly charging and measuring our power usage. We should not financially bear these mistakes. This has put us in a very difficult position as Georgia Power is the only source of energy in our area.

  

  Business Response

  Date: 04/10/2024

  Thank you for making us aware of your concerns. Notes indicate that you were able to speak with a specialist regarding usage and were encouraged to use the My  Power Usage tool to track usage trends at the home. This would have been a big help in determining what could be causing spikes in kilowatts. After reviewing the meter readings, we did not notice any errors with the calculations. The meter at the property is also functioning properly. It may be best to contact a member of maintenance to service the unit prior to the summer months. We understand how frustrating usage fluctuations can be and apologize for any inconvenience. Thank you for taking the time to write us.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made payment for the monthly service with a checking account number, but ********************** said that accout wasn't found. I can see on my account that it is correct but they keep saying that routing # is incomplete. The company is charging me $30 for late fee which is not fair. I kept cheking for the payment to go through every day after it was submitted but at the same time company did not even send me a letter or upload any message on my account. We can see checking account info correct in my account with the ************************* daughter pays my ********* can see everything is correct on our end but they keep arguing that in their system it shows an incomplete routing number. I was on the phone with the representative for over half hour trying to explain it to her but she kept saying that on her computer it was missing a number. I am retired and I can't afford late fees. Ever since I opened the account, payments are on time.

  

  Business Response

  Date: 03/15/2024

  *********************************,
  
  Thank you for expressing your concerns in reference to your electric service account.  We have reviewed your account and see where you spoke with one of our consultants. She waived the $30 returned item fee for you.  We apologize for any inconvenience this matter may have caused.
  
  Thank you for being a valued customer!
  
  **********************

  Customer Answer

  Date: 03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a bill from ** power gor 614 for the month of May. How ever i have not. Adjusted my loghts or heat for this change. I paid the Jan bill but ga power bill is nor accurate and is very inconsistent in billing. This bill is incorrect. I normally pay on line but the link in my email is not excepting my password and the link they sent to my phone is to long to cut and paste. I have never seen this kind of bill before that is why I'm asking for your help in solving this mystery.

  

  Business Response

  Date: 03/11/2024

  Mr./******************,

  Thank you for expressing your concerns in reference to your electric service account at *************************************************************. We have reviewed your meter reading history and usage from 12/22/23 - 2/23/24 and found that your billing is correct. Therefore, a billing adjustment is not warranted.
  
  As a reference, attached is your daily meter reading history for this timeframe. The meter number ******* listed on the attached document in the first column corresponds with the meter number shown on page 2 of your monthly billing statement.  You will find that the meter readings on your billing statements correspond with the attached information.
  
  Also detailed are the dates and times that your meter readings were taken.  The last column shows daily kilowatt consumption. This information can be used to examine the activities in your home each day that *** have contributed to the increase or decrease in usage.  Note that your usage for this most recent billing cycle decreased compared to the previous month.  Higher usage in ******* can be contributed to colder winter temperatures.
  
  Your home is equipped with a Smart Meter, whose state-of-the-art technology offers a host of benefits. The Smart Meter automatically and remotely transmits a customers total electric usage to Georgia Power using a radio signal, meaning a meter reading is captured each day. Your meter has strong signal strength and GPC is able to obtain a meter reading each day, indicating that your billing is correct. 
  
  More information about Smart Meters is available www.georgiapower.com.
  
  We reviewed your account and see that you are not enrolled in Usage Alerts. You can set usage alerts for better energy management during cold weather and warm summer months.  A daily usage summary is also available. Youre able to stay informed by receiving a daily summary of your usage by email.
  
  The My Power Usage feature offers the months bill estimate, average daily cost, and other information. Log into your account online and select the usage tab to view.  Please note that until your account actually goes through billing, dollar amounts, and billing dates are estimated for electric service for the current billing period. The estimated dollar amounts assume that energy usage is constant in order to make a projection and do not reflect temperature forecasts, power outages or disconnects for non-pay. Your TOTAL bill amount *** vary due to special billing programs, additional services and/or previous amounts due. The estimated dollar amounts do NOT reflect discounts, rates,contracts, and other non-electric service businesses.
  
  If you have additional questions or concerns, please contact our ******************** at **************. Our specialists are available Monday Friday from 8:00 a.m. 5:00 p.m.
  
  Thank you for being a valued customer!

  **********************

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Request takes too long to resolve. More than 48 hours.

  

  Business Response

  Date: 03/14/2024

  Thank you for making us aware of your most recent customer service experience. Records indicate the initial request is now complete. We regret to hear of any delays or inconvenience experienced. We have followed up with the corresponding department to determine opportunities and how to make this a smoother process in the future. We appreciate your valuable feedback.

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone potential moving into my apartment complex accidentally used my apartment # to set up their Georgia power. The billing automatically shut off for me, without any notice. Since I had it on auto pay I did not realize there was an issues until last month a Georgia power rep came to my management building and threatened to turn off my power. I looked further into it and Georgia power told be about the lady and her mis using my apartment #. They restarted my account and told me I had to back pay the past seven months without taking any accountability. The bill is $1450. I inquired further and had one employee hang up on me another tell me thats just the way it goes and another do nothing to resolve my issue. Now Im stuck with this bill with zero payment plan and accountability on their end

  

  Business Response

  Date: 03/08/2024

  **************,
  
  We want to offer our sincere apologies and are truly sorry for any inconvenience our error may have caused.  We are committed to resolving the issue and addressing the employee concerns you raised.  We reviewed your account and see where service at ************************************************** was mistakenly placed in another customers name. Upon notification of this, we immediately corrected this error.  Unfortunately,we failed to notify you of this when we corrected the billing.  Your current balance is $1563.98 with $1454.05 from billing over the months when service was not in your name.  We do not expect for this balance to be paid at once.  We are more than willing to establish a repayment plan that is suitable for you.  We are proposing a plan of $121.17 for the next 12 months. Please let us know if this is satisfactory. 
  
  Thank you for being a valued customer!
  
  **********************

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GA POWER WEBSITE HAS NOT Worked SINCE NOVEMBER 2023 . They UPDATED THEIR APP AND ITS HASN'T WORKED SINCE THE FIRST WEEK IT WAS UPDATED LAST YEAR!!! We cant pay our BILLS IT TAKES 30 minutes at a time using the phone to pay bill and THEY LIMIT HOW MUCH YOU CAN CALL IN For payments FOR A SYSTEM THEY CREATED!! Prepay is the ***** AND THEYRE TAKING ADVANTAGE OF PEOPLE THAT STRUGGLE TO PAY THEIR BILL BY PUTTING THEM IN A WORSE SITUATION! PREPAY HAS COSTED ME A EXTRA $2000 and they cant take it off unless you pay your bill two months in advanced!!!!!!!!

  

  Business Response

  Date: 03/06/2024

  Thank you for making us aware of your website concerns. After communicating with the Technology team, there were no records to show any issues during the time period you provided. We apologize for any inconvenience experienced. We attempted to reach you by phone and email to discuss the concerns. Please respond when you can.