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

  800 Broad St Frnt Rome, GA 30161-3018

• 

  Georgia Power Company

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

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  Georgia Power Company

  311 Cedar Lane Trenton, GA 30752

• 

  Georgia Power Company

  1289 Abutment Rd. Dalton, GA 30721

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:07/01/2024

  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.

  Every day we suffer with georgia power. We cannot choose any other electricity provider in our area and we have abided by keeping our air on 78 degrees. We've actually raised it to 80 degrees and we are miserable. And it has actually increased. I have a disabled people and a newborn living in my home. I have tried to dispute my bill several times. We have never seen our meter being read. We have used our major appliance use past 7pm we have exhausted every means we have and this is tiring. Weve even been cutting our air off to try to help our bill. In the winter our bill is maybe $200 that increases to past $500 in the summer months. We have no savings due to this company and they keep lying about their rates and our usage. This is a monopoly we lived in another area that had a different supplier and our bill never went past $250. No matter what we do or try it always gets worse. They say we can't dispute anything. We are stuck we need help. PLEASE!

  

  Business Response

  Date: 07/01/2024

  Thank you for making us aware of the usage concerns. After reviewing the account history, we noticed the usage mentioned is in line with the usage from the previous years. We encourage you to make use of the My Power Usage tool at www.georgiapower.com. This will assist with tracking hourly, daily, and monthly usage. You will also be able to set alerts and determine what practices in the home are causing more energy to be used. Unfortunately, even if the thermostat is set to 78 or 80, it will run often due to the outside temperatures being 90 plus. We understand your frustration but believe the My Power Usage tool will be very helpful with managing usage. Thank you again for sharing your concerns and taking the time to write us.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21924624
  
  I am rejecting this response because: I have done everything and anything in my power I can. I have exhausted all outlets. Your fees and increases have hurt not just myself but my neighbors as well. I have asked many times for an actual meter reading and for my meter to be assessed, all i recieve is a laugh in my face. I have begged for help since I am doing everything your company has said to do. Ive coward to you people. I'm even staying up all night to do laundry because it's "off peak" hours. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/01/2024

  **************, we regret to hear you are not satisfied with the response. Usage consumption depends on a customer's level of energy efficiency practiced in the home. The best way to realize what is causing usage to fluctuate is the My Power Usage tool mentioned previously. We understand your frustration; however, the rates and fees are non-negotiable. Thank you for your valuable feedback.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21924624
  
  I am rejecting this response because: they are not willing to read or assess my meter. We have never even seen the meter being read. We have done all the other assessments on our part. Now it's time for them to step up for the customer or we need a new ********************************************* supplier so we can have a choice. The rates are astronomical. And we have to live miserable in our own home. Never have i dealt with anything like this. It's absurd more people need to speak out about this or this will never change. The meter attached to my home is so old and most likely malfunctioning and they're just refusing everything. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/29/2024

  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 am writing to formally bring to your attention a serious issue that I have experienced with the electrical service provided by your company. On several occasions over the past ~30 days there have been sudden power surges in my area (378 ********* Blvd) which have resulted in damage to my electrical stove forcing me to have to obtain a new one. The sudden surge caused irreparable damage to the circuitry of a barely used/almost new stove, rendering it completely unusable. As a result, I have incurred significant financial loss due to the need to replace this appliance. The development of nearby areas shouldnt result in discounted service and consideration for existing customers who rely on stable and reliable electricity to our homes. This not only poses a threat to public safety but also causes substantial inconvenience and financial strain. In light of these incidents, I kindly request that your team conduct a thorough investigation into the root cause of these power surges in the area my property is located. Additionally, I urge you to take immediate steps to implement measures that will prevent such occurrences in the future. I believe it is crucial for Georgia Power to prioritize the stability and quality of electricity supply to ensure the safety and well-being of your customers.Furthermore, I would appreciate prompt assistance in reimbursing me for the damages incurred to my appliances as a result of these power surges. Enclosed are copies of the receipts for the replacement costs, which total $722.98. I trust that Georgia Power will handle this matter with the urgency and attention it deserves.Thank you for your prompt attention to this matter. I look forward to a swift resolution and continued reliable service from your organization. Yours sincerely,*******************

  

  Business Response

  Date: 07/01/2024

  **************, thank you for making us aware of your concerns. We regret to hear of the power surges and the appliances that were affected. The Power Delivery team for the area has been notified and will be assessing the area for any required maintenance. We have also submitted a property damage claim on your behalf. A member of the Claims team will follow up with you as soon as possible to discuss. We appreciate your patience during this time. Thank you again for sharing your concerns.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21920718
  
  I am rejecting this response because:
  I have no received proof of the claim being submitted. I will close out case after claim has been initiated and resolved  

  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/01/2024

  A member of the Claim's team will be reaching out to you as soon as all details are assessed.

  

  Business Response

  Date: 07/11/2024

  **************,

  A member of the Claims team spoke with you on 7/2 to discuss details of the claim and to advise it was denied due to customer equipment failure. The team has also mailed correspondence to summarize the results.

  Georgia Power

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21920718
  
  I am rejecting this response because:

  1) no one ever contacted me. This response is fraudulent 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/25/2024

  We regret to hear you are not satisfied with the response provided. The Claims team advised they followed up with you to advise the claim was denied due to customer equipment failure. A letter has also been mailed to the address with these details. 

• Initial Complaint

  Date:06/28/2024

  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.

  They are over charging, there is no way my usage can jump from 17 klw, to 24 klw in 24 hours when I haven't even been home, and no additional power was used

  

  Business Response

  Date: 07/01/2024

  Thank you for making us aware of the concerns. The account is currently enrolled on the Prepay rate. While on this rate alerts regarding usage and payments are communicated to the contact details you chose when setting up the profile. There are also options to monitor hourly, daily, and monthly usage by navigating the My Power Usage tool at www.georgiapower.com. We hope this information helps. Thank you for taking the time to write us.

• Initial Complaint

  Date:06/26/2024

  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.

  I moved in my house in ************ November 2022, and I been having problems with Georgia Power ever since. Every 3 months the power goes out for hours or a entire day. The company never have a explanation. When I get my electric bill the next cycle its extremely high. I called and get no explanation. I have had food spoil because of Georgia power. My 85 years old grandma became sick to to lack of Georgia power outage at my house. I am dealing with emotional distress because of the ongoing issue. My next step is a big lawsuit against the organization. They need to fix the issue for good

  

  Business Response

  Date: 06/28/2024

  Thank you for making us aware of the outage concerns. We have communicated all details to the power delivery team for the area. They are assessing the area and lines for any opportunities for maintenance. Thank you for your patience during this time.

• Initial Complaint

  Date:06/25/2024

  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.

  MY POWER HAS BEEN DISCONNECTED AND THEY HAVE A PLEDGE ON MY ACCOUNT. Their terms state: "Agency Pledges: Upon receipt of a pledge from an approved agency on behalf of a PrePay customer, the pledge is applied to the account just as it is for post-pay customers. The account is noted that funds from a pledge are forthcoming." Terms do not specify how long the pledge payment has to get there. Ga power lists Community Helping place for housing on ******************************************************* but not on the utilities portion. That lets me know that resource is reputable. Say the check was mailed on 6/20 from *********. It probably got to GA Power on Sat. It would be processed on Monday 6/24. It takes them 3-5 days to process a payment (according to GA POWER).I spoke to a ******************* (already knew she was not going to be helpful when she said "******************" instead of using a first name. People like that are never helpful!) today and she said that only LIEHP pledges can stop disconnect. Last week when I spoke to *********, she helped me and actually spoke to a supv that could over-ride my account. Terms need to be update the website. Also, everyone knows (or at least should know) that we are having a mail delivery issue in **. It is being investigated by **************. If they have a valid pledge, they should allow enough time before disconnecting someone's service. "If the account at that time is in a PrePay Off status, a **************** Representative will review the account and determine if the pledge is enough to pay the account in full and process the PrePay On order. If the funds are not enough to have the service reconnected, additional funds from the customer will be required." is also stated on their website. The pledge on my account is for $100 and my balance is only *****. The pledge is more than enough! GA power raised prices enough! I am asking my service be restored so that the payment has time to get there and be processed!

  

  Business Response

  Date: 06/25/2024

  Thank you for contacting us about your concern with your Prepay account. We are pleased to inform you that the $100.00 payment has been successfully received and applied to your account as of today, and your service has been restored. Should you have any further questions or require additional assistance, please do not hesitate to reach out to our ******************** at **************. Our dedicated specialists are here to assist you Monday through Friday, from 8:00 a.m. to 5:00 p.m.

  Customer Answer

  Date: 06/25/2024

   
  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:06/24/2024

  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 am writing to file a formal complaint against Georgia Power regarding the persistent issue of an unusually high energy bill that I have been experiencing for almost a year. Despite my efforts to resolve this issue through customer service, I have been met with unhelpful and rude responses, and my concern remains unresolved.Since my energy bill doubled nearly a year ago, I have closely monitored my households energy consumption. There have been no changes in our daily habits or the number of appliances in use that would justify such a drastic increase. Despite this, my monthly bill continues to be exorbitantly high. For instance, my latest bill amounts to approximately $400.Today, I called Georgia Power's customer service to discuss the possibility of a fault with the meter. I explained that I had shut down the power to my entire house from the main switch, yet the meter still showed usage. The customer service representative I spoke with responded dismissively, stating, "I am not a technician, I cant help you." When I requested a technician to inspect the meter, she rudely said, "I will put in a request, but I dont know when they will show up."To further illustrate the issue, on the current bill, my household was out of the country for more than two weeks, and the ** units had just recently started running. Despite this, my usage showed ***** kWh higher than last years usage. This anomaly is highly concerning and indicates a possible fault with the meter or another issue.I find this response from customer service unacceptable and unprofessional. As a paying customer, I deserve to have my concerns addressed promptly and respectfully. Therefore, I am formally requesting that Georgia Power dispatch a technician to inspect my meter for any defects or malfunctions as soon as possible.For reference, my account number is ***********,

  

  Business Response

  Date: 06/25/2024

  Thank you for making us aware of the most recent customer care interaction and of the usage concerns at the property. We regret to hear of any negative customer service received. We had a chance to review the usage trends for the property and noticed the summer months are usually higher than the months billed on the winter rate. Please keep in mind customers will see an increase on June bills due to the start of summer rates and the recent rate increase approved on 2022. Records indicate a meter investigation has been issued for the property. If there are concerns with the results, a representative will follow up with you to discuss next steps. We also encourage you to make use of the My Power Usage tool at www.georgiapower.com.This will be helpful in determining how power is being consumed hourly, daily,and monthly. Thank you for taking the time to share your experience with us. We are appreciative of the feedback. 

• Initial Complaint

  Date:06/24/2024

  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.

  My power bill went from 210 a month to 460 I called ga power not understanding the significant jump and asked to have my meter read I was advised my meter was correct the price of power goes up 15% in the summer as well as the new 40% increase in service thats been applied to everyone bill I asked is there any programs available for disabled people and was also told if so I wouldnt qualify Im not sure how the supervisor would know if I did or didnt qualify without asking additional questions.

  

  Business Response

  Date: 06/25/2024

  **************, thank you for making us aware of your most recent customer service experience. We understand how frustrating the impact of higher rates on more usage consumed during hotter months can be. We encourage you to visit the website for energy efficient tips and for use of the My Power Usage tool.This tool will assist with monitoring hourly, daily, and monthly usage during these summer months. Customers on Prepay realize the impact most, due to paying as you go. We hope this information helps. Thank you for taking the time to write us.

• Initial Complaint

  Date:06/22/2024

  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.

  When I first moved in my bill was roughly $200 a month. Then it went up to $300. Which I didnt have a too much of an issue. Late last year my bill shot up to $456 a month. I was upset but continued to pay. My A/C unit went out and I didnt run it for a month and my bill was still maxed. I called the company and after. 45 min wait I was told that I was on a flat rate bill. I never agreed to that program. Somewhere my service was changed to flat rate against my knowledge. I called the company and they changed it back to me paying for the power that I actually use. I am LIVID. My intent is to file a class action lawsuit against the company next week. There is some sort of scam going on.

  

  Business Response

  Date: 06/25/2024

  ******************, thank you for making us aware of the concerns.We regret to hear of any inconvenience experienced. After reviewing the account history, we can confirm the Flatbill program was enrolled via the web in August of 2021. There have also been Flatbill messages on each bill statement since enrollment. While on Flatbill the rate is the same for 12 months and a renewal rate is offered for the 13th month. We understand some customers are paperless and rarely view the bill statements; however, for this situation we would have hoped you noticed earlier that the enrollment was an accident. We did not determine any scam regarding the account or the enrollment process for Flatbill. Thank you for taking the time to write us.

• Initial Complaint

  Date:06/22/2024

  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.

  My family member is a special needs adult and she gets herself in trouble from time to time and we have to help her. This pathetic turn of event lasted three hours yesterday afternoon. they are threatening to turn off her power yet they are unable to answer our questions about the bill *** to their internal dysfunction. Her bill has crazy charges on it that make no sense: miscellaneous adjustment for $805, project share $400 (which is a charitable program so makes no sense at all for a charge). These crazy charges are only the beginning. First call: hold time 45 minutes talk 5 min. She says let me check something never returns for another 35 minutes. Second call 30 minute wait time he says I cant help you and must transfer you another 30 minute wait so I give up. I call back 30 minute wait he says I need to transfer you to prepaid, another 30 minute wait do I get to pre paid? No! Im right back to the same place and they cant help. I ask for a supervisor and they transfer me to a non existent number. It is so bad I really dont know what to think of it. I wasnt angry but still wondered is it incompetence or possibly passive aggression? Is the company goal to keep,you shut out and make it hard so you give up? What can we do about them? They are a near monopoly (along with parent the Southern company). Since we all need power thats why they dont give a crap?

  

  Business Response

  Date: 06/25/2024

  **************, thank you for making us aware of the concerns. Records indicate you were able to speak to a representative to unenroll from Prepay. We apologize the time to reach a care center specialist was delayed. Thank you for taking the time to write us.

• Initial Complaint

  Date:06/20/2024

  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 have contacted GA Power several times over the last 10 years, as both myself and my mother owned my home. I have reported residential outages from our pole for several years and issues with my digital meter as the read of kilowatts doesn't match what's on my bill at the start or end date. I had two techs come out during 2018 to state that it was an issue with my home. Last year, a tech finally came out and fully assessed the issue and there was indeed an issue at the pole and a part was replaced but the meter has never been examined. We haven't had an outage since the part was replaced; however my meter continues to read in error in comparison to what's included in the bill and is inflated. I had four GA Power chat agents close a chat at inquiry on Wednesday and then had another transfer me to payroll because instead of escalating to a manager or service as requested. This has been an issue since 2014, and I have paid the bill since then and purchased the house, switching the service to my name in Jan 2021. I need an escalation and there seems to be a rabbit hole to prevent customers from seeking assistance. I have completed all energy efficient steps, this is a meter gone bad.My meter read from 5/8-6/10 on the power bill states ****** as my starting read and ****** as my ending read in Tot kWh and the agent that I spoke to today said that she doesn't know how to read the meter and what these numbers mean, then connected me to GA Power payroll. I was out of the country for over 2 weeks during those dates. As these bills continue to increase, I need accurate readings to support the claim of a bill this high. Here are sample reading from the digital reader on my home (I have pics):4/1 - 31,440 4/24 - 32,199 5/13 - 32,948 6/15 - 34,529 6/19 - 34,774

  

  Business Response

  Date: 07/01/2024

  ****************, thank you for making us aware of the meter concerns. To confirm, monthly meter readings are on page 2 of each bill statement. For hourly, daily, or monthly kwh amounts, please refer to My Power Usage at www.georgiapower.com. Using this tool, you will also be able to see how usage is being accumulated each day.After reviewing the readings, we did not determine any errors. We also contacted the Chat team regarding the concerns you provided. Notes indicate you were advised there were technical issues occurring that day. We apologize for any inconvenience experienced and appreciate your patience. Thank you for taking the time to write us.