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

• 

  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:12/02/2024

  Type:Product 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 mother passed away in December 2023. After that point, I inherited her home and continued to pay her Georgia Power bill. In May when I took deed of the home, I then opened my own account with Georgia Power. In June, I accidentally made a payment to my mothers account number instead of my own. They sent a check to me, but made out in my mothers name for a refund. This is when the saga began.I reached out to them on July 18 and told them of the situation. They said I would need to email several documents to get the check rewritten to myself. I sent all requested documents, including letters, testamentary, copy of the voided check, drivers license, etc. I then reached out to them on 8/ 15 after not hearing from anything and they responded saying they needed requested documents which I then replied that I had already sent those, they were attached to the email they responded to, and I resent all them. I then emailed to check again on 8/ 19, 8/ 21, 9/ 3. I finally got a response saying that they were going to re-issue a check and it will take 30 to 45 business days. I emailed and called again 9/ 23, 10/ 9, 11/ 18, 11/ 20. I spoke to people several times and each time they said it was moving to a different department, they would be issuing the check within 30 days, call back in 45 days, I was continuing to get the runaround. I finally got an email response on November *************************************************************************************** the last week talking to people who each say call back next week. The check should be cut. When I called today, I was told that it was sent to unclaimed properties in Georgia. This would require me to submit additional paperwork and wait another 90 days for a check. This is my money that I paid out of MY bank account that I accidentally posted to a previous account. All Im asking for is a refund check or credit to my current Georgia Power account. I have requested a supervisor to call, but heard nothing

  

  Business Response

  Date: 12/05/2024

  Thank you, Ms. ********* for bringing this matter to our attention. We are sorry to hear of your mother's passing. We will have the credit applied to your active account within the next 24 hours. We apologize for any inconvenience this may have caused and thank you for being a valued customer.

• Initial Complaint

  Date:11/28/2024

  Type:Sales and Advertising 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 previously scheduled to stop service on 11/22 due to a planned move. My plans changed and I called GA Power on 11/21 at 9:30 AM. The representative stated she canceled my stop service request and that I am all set. My account was still canceled. I had to restart service at a $30 new account charge. The representative lied and the company had no right to cancel my service per my request to keep service. I SHOULD NOT HAVE TO PAY $30 DUE TO THEIR ERROR AND INCOMPETENCE.

  

  Business Response

  Date: 12/04/2024

  Ms. ********* we apologize for any inconvenience experienced. Thank you for making us aware. Records indicate you were advised on 12/2 the fee would be waived. This has been completed. Thank you for taking the time to write us.

  Customer Answer

  Date: 12/04/2024

   
  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:11/27/2024

  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 logged in to pay my GA power bill at my current apartment and see an unexplained charge for an extra $4,647. I called customer service and the representative advised there was an investigation conducted and closed revealing we were underpaying due to a mistake in their meters from August 2022- July 2024. This time period was the entire duration of my previous lease, I closed that account with a zero balance and in good standing. After conversation I was advised that I could not speak with anyone else and billing advised I would be held personally responsible for the full sum. I am up to date on my current power bills but I have not paid the additionally requested $4,647. I would like the balance removed to remedy the situation, I do not agree with being held liable for the company's faulty equipment.

  

  Business Response

  Date: 12/04/2024

  Mr. ***** thank you for sharing your concerns. After reviewing the account, we noticed you were advised of the mixed meter occurrence on 12/3. This is not due to faulty equipment, but instead mislabeling done by the developers once meters were set. Due to the mixed meters, you paid for your neighbor's usage and your neighbor paid for your usage from 8/1/22 - 7/31/24. The corrected balance will remain on the account because the billing is for actual usage, however we would be more than happy to set up an installment plan to resolve the balance. A member of the billing team will follow up with you as soon as possible to discuss options. Thank you for taking the time to write us.

• Initial Complaint

  Date:11/25/2024

  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.

  GA Power in the ******** area is nearly impossible to deal with as a sole proprietor electrical contractor. Anytime I need to schedule a service drop I need to allocate a minimum of 2 hours during business hours to wait on hold for a representative to schedule a drop service request for customers who have been advised they have *********************************************************** Power owned meter base/meter until service is stopped. If Im lucky enough to get hold of a rep, the first available dates are almost always outside of the 30 window threatened to these customers; inciting fear and frustration to unsuspecting customers. Usually its about 2 months out. Meanwhile outside city of ******** I can have a 14 day turnaround (again, if Im lucky enough to talk with a representative). *** had to coordinate with GA Power engineers on many occasions to install various equipment for customers. It is VERY common for GA ********************** engineers to NOT respond to my attempts at contact regarding equipment locations and generator applications. Again requiring tremendous amounts of time ,during normal business hours, on hold. If GA power wishes to maintain such a stranglehold on our local electrical distribution systems and gate keep our ability to address THEIR customers electrical issues (some of which are threatening persons and properties!) we; their customers and service providers, should have a MUCH more streamlined experience coordinating with them.For example: today I spent hours on hold to schedule a drop service for a generator instal after receiving our application approval 11 days ago. I was told by the drop service line they do not have the approval code (which I provided over the phone) and offered no help scheduling our drop service request. This is a typical attempt for a drop service request within the city of ********. Please contact me for more instances and lets get this fixed!

  

  Business Response

  Date: 12/04/2024

  Mr. ******** thank you for making us aware of your recent experience with the drop line request process. We apologize for the inconvenience. All details of this inquiry have been submitted to the team for further review. They will assess the concerns and determine how to make this a better experience for the customer moving forward. Thank you for taking the time to write us.

• Initial Complaint

  Date:11/25/2024

  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.

  Billing error for one day (10/29/2024) that was 10times the average amount (i.e., $63.44 instead of $5-7). I have lived here since Sept 2022 and there was nothing done differently that day. I called **************** on 11/25/2024, around ******* (call started). The agent told me that GA Power refuses to check their meter and would not adjust; there is no reasonable recourse to fix their mistake. It was their decision to install the specific type of smart meter -- care and maintenance of their chosen business products should include checking when there is a clear error. It is clearly exploitative to place the burden on the customer.

  

  Business Response

  Date: 12/04/2024

  Thank you for making us aware of the usage concerns. A member of metering is currently assessing, and we will follow up with you as soon as we have more details. Thank you for your patience during this process.

  Customer Answer

  Date: 12/07/2024

  Please see the attached screenshots of the hour-by-hour analysis from GA Power's app. I do NOT see any surge by any single hour of use that would explain the extra $55-60. 

  

  Business Response

  Date: 12/16/2024

  Thank you for making us aware of the account concerns. We were able to discuss the usage details with a member of leadership in Metering. They confirmed the system was not receiving a reading from the meter over the air for 10 days, so the $63.44 dollars was from 10/20 10/29. Unfortunately, this is not uncommon. The team was able to analyze the usage and data to confirm there were no errors with the reading. We hope this information helps. Thank you for taking the time to write us.

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and understand their reasoning. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/25/2024

  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.

  Georgia Power is constantly overcharging me for service. I use to owe them thousand dollars but they put me and what they call a high paying budget plan that i was paying 392 dollars a month. that has gone on for the past 11 month. I no longer owe them any money and now my actual bill is 102 dollars. I have tried to get them to stop that and they refuse and insist to the point of threat of disconnecting my services if i don't continue to pay the 392 dollars. I have worked hard to get my usage down and i have ,that now my actual bill is 102 dollars. As stated they don't care they want me to continue to pay the 392 dollars. Please help, there is no negociating with Georgia power.

  

  Business Response

  Date: 12/04/2024

  Mr. ********** thank you for making us aware of the concerns. Records indicate you enrolled on Budget Bill 8/9/2023. The program was ended per your request on 11/18. Moving forward, the account will be billed based on actual usage. We apologize for any inconvenience experienced.

• Initial Complaint

  Date:11/21/2024

  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 requested for my lights to be transferred on 5/31/2024 from my old Apt unit 318 to my current apt unit 609 through the online portal. Once I transferred to the new unit 609 I kept getting a bill for the old unit 318. Eventually the bill from the old unit 318 was attached to my new unit 609 bill. I contacted Georgia and explained that I put in for a transfer of service but, I was still being charged for the old unit. I was told that I requested for additional services which I did not. And I asked if I there was anyway that I can show them the request I made either through email or in person and I was told no. Once I went back and looked at the letter that Georgia Power sent me it stated additional services but I requested a transfer. I have a screenshot of the request I made online but Im unable to show to anyone. Whoever processed my request for a transfer dropped the ball and just added their service. Georgia Power is expecting me to pay for the services I didnt not receive. I would like for Georgia Power to make an adjustment to my bill. To only reflect services I used. My bill is in disconnect status because of this. I cant afford my lights to be turned off. I have a newborn at home and are in need of my services to stay connected.

  

  Business Response

  Date: 11/25/2024

  Ms. ****** thank you for bringing this matter to our attention. We have reviewed the documents that you provided and our Billing Team is in the process of correcting your account. The last date service will be billed in your name, at unit 318, will be May 31st. We apologize for the inconvenience. Please allow a few days for the corrections to be made. Thank you for being a Valued Customer!

• Initial Complaint

  Date:11/20/2024

  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.

  We have been charged monthly for a street lamp on our property that has never had power run to it. We want to be credited the $109.92 we have paid for this non-working light. They sent someone out to verify that the light was not working, and then told me that our account would be credited. Its been weeks and nothing has been done. I called today and they told me that they wont credit our account and insinuated that this is my fault for not telling them sooner. We didnt know we were paying for this light because it HAS NEVER BEEN ON. How absolutely vile that a company that has a monopoly on power in the south east feels comfortable stealing from its patrons.

  

  Business Response

  Date: 11/22/2024

  E ******, thank you for making us aware of your concerns. The outdoor light is no longer being billed on your account. There was a request made when you connected service to have the light billed to your account and each month that charge showed up on the bill. Because we were not made aware that the light needed repairs, unfortunately, we cannot credit the account. Going forward, the light will no longer be billed. Thank you for taking the time to write us.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22583856
  
  I am rejecting this response because:
  I was charged for a service I did not receive. Its not right, and I dont know why Im having to argue about that. You charge by the kwh, so if power has never been connected, what was I being charged for?
  
  Sincerely,
  
  E ******

  

  Business Response

  Date: 12/04/2024

  We regret to hear you are dissatisfied with the response provided. After confirming with the lighting team again, there will not be a credit issued to the account due to ********************** not being aware the light was not working. Service for the light was disconnected as soon as your request was received.

• Initial Complaint

  Date:11/20/2024

  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 am writing to formally file a complaint against Georgia Power regarding my recent experience with their Budget Plan, which I believe to be ************* May 2024, I enrolled in Georgia Power's Budget Plan, with the understanding that this program would normalize my electricity bills by averaging my energy usage throughout the year. This plan was marketed as a way to stabilize costs and prevent seasonal fluctuations in billing. All payments were made while enrolled.However, I encountered an issue when I had to move out of my home and transferred the electric service to the new tenants. I was shocked to receive an end-of-service bill totaling $1,100. When I contacted customer service, I was informed that due to my move, Georgia Power could not average my usage for the year. Instead, I was faced with a substantial charge representing the unpaid usage during that time. At no point during the enrollment process was I informed that moving would affect the pricing structure in such a dramatic way. This lack of transparency feels misleading and constitutes a potential bait-and-switch tactic, as customers are left unaware of their actual energy usage until it is too late. I requested a resolution that would acknowledge the misrepresentation; however, I was told that the usage is final and non-negotiable. This is exacerbated by the fact that, due to paperless billing (which they encourage you to partake in), my email statements only reflect the amount due, without providing insights into actual consumption. This further compounds the issue by obscuring crucial information that customers need. I believe **********************'s practices are predatory, as they can lead unsuspecting customers to accumulate substantial bills without adequate warning. I am seeking guidance from the BBB in addressing this concern, as I feel that Georgia Power should be held accountable for their misleading practices and lack of clear communication regarding their Budget Plan. Thank you.

  

  Business Response

  Date: 12/04/2024

  Thank you for bringing your concerns to our attention. We value your feedback about our Budget Bill program. Each month, even though you are on paperless billing, an actual bill is generated and can be viewed on your online account. The bill indicates how much your actual bill would have been compared to what you were paying on Budget Bill. Our Terms and Conditions are also listed online regarding Budget Billing.
  Terms and Conditions
  You authorize us to calculate your Monthly Bill ****** for Budget Billing based on the average of your last 12 monthly bills. Your Monthly Bill ****** may vary from month to month. You may cancel Budget Billing at any time by phone or e-mail. After canceling Budget Billing or discontinuing service with us, any balance due will be billed to you or any credit will be applied to your bill. Budget Billing may be cancelled with no advance notice and without your consent any time your account is past due.

  When you signed up for the program, you agreed to the terms and conditions. Again, we value your feedback regarding our program.

• Initial Complaint

  Date:11/11/2024

  Type:Product 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 inquire about Georgia Power's business practices regarding customer deposits. I recently spoke with a customer service representative who informed me that if a customer makes a deposit for service and has no outstanding balance, the funds are returned to them. However, if the customer is late making a payment during the time in which they have service, the money is kept by the company.I find this practice to be questionable, as I have never received anything in writing explaining what happens to my deposit when I change, cancel, or relocate my service. At each location where I have lived, a deposit was taken, but I never received notice of a refund or the funds being applied to the prior account if there was a balance at *********** September, I relocated to a new residence and was informed that the initial payment was intended for service connection. However, upon further investigation, I discovered that Georgia Power had processed it as a deposit instead. When I inquired about this discrepancy, the aforementioned information was disclosed. If a landlord is obligated to provide a reason for the return of a deposit, it stands to reason that Georgia Power should be held to the same standard of transparency.I would appreciate it if you could provide me with clarification on this matter and explain how this practice is legal. I would also like to know what steps I can take to ensure that my deposit is returned to me when I move out of my current apartment.Thank you for your attention to this matter.

  

  Business Response

  Date: 11/11/2024

  Good afternoon. Thank you for reaching out. The deposit you paid on your account is fully refundable. Once you have paid on time for 12 consecutive months or if you cancel service. If you close your account, the deposit will be applied to your final bill and any amount left over will be sent to you in a refund check. We apologize for any misinformation you received regarding the deposit. Thank you for being a valued customer.