Georgia Power Is Updating Its System This Week, Which Limits Customer Service Access Until Sept. 8: Company Says It Will Place A Hold On Cutoffs Until Then

Georgia Power is updating its system this week, which will limit its ability to access customer accounts until the update is over, according to a spokesperson for the company.

The East Point News reached out to Georgia Power to get clarity since several customers in the city of South Fulton and in Atlanta told us they spoke to Georgia Power customer service representatives by phone who seemed to offer conflicting information as it pertains to cutoffs and bill payments as the company’s system processes its week-long update.

The customers we spoke to said they were unable to verify their account balances including what needed to be paid and when due to the representatives being unable to access the company’s account management system.

Georgia Power informed us they have paused disconnections until their updates are completed on September 7, and their system comes fully online again on September 8th.

The company also said that customers needing to pay now can do so by phone through Georgia Power’s third party payment processor, BillMatrix. However, the company’s mobile app and online account system are unavailable as the update continues and as a result, disconnections have been paused until the update is complete.

A representative sent us this statement:

We appreciate our customers’ patience and understanding as we are currently completing a planned system update through September 7 to enhance our customer service systems and better support our customers’ digital needs. During this period, access to online customer accounts and the Georgia Power mobile app is temporarily unavailable. No electric service will be disrupted as a result of this update, and customers can continue to report outages and receive emergency assistance by calling 1-888-891-0938.

We understand that some customers have experienced longer wait times and difficulty accessing information while we complete this update, and we sincerely apologize for any frustration or inconvenience this may have caused. To help minimize the impact, all service disconnections have been paused, bill due dates have been extended where applicable, and customers will not incur late fees during the update period.

Once full account access is restored on September 8, customers will be able to make payments. Customers who need to make a payment before then may do so through BillMatrix, Georgia Power’s third-party payment provider, by calling 1-800-672-2402 and providing their account number.

We encourage customers to visit the Georgia Power System Update webpage for the latest information: System Update | Georgia Power

Let us know if you have any further questions. Thank you.

On social media, Georgia Power also advised customers to beware of scams:

“As we continue to complete a system update to better serve customers over the next week – including updating online account access, payment options and account management – we encourage customers to beware of potential scams.

We have not changed our process for contacting customers and will never threaten immediate disconnection or demand payment information over the phone.

Learn more: https://www.georgiapower.com/system-update.html “