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Gulf Power Is Upgrading Their Billing System. That May Cause Problems For Some Customers.
January 22, 2020
Gulf Power will upgrade their customers information and billing system, and that will cause limited functionality for some customers over the next few days.
Some customers will experience limited functionality during an upgrade of Gulf Power’s customer information and billing system, planned for Jan. 22 – 26. During normal operations, this system enables customers to gain information about their energy usage, check their balance and make a payment on their Gulf Power account.
“We apologize for the inconvenience, and appreciate our customers’ patience and understanding as we work to create a better customer experience,” said Marlene Santos, Gulf Power president. “We are committed to delivering the best possible service for our customers, and will work cooperatively to address any concerns that may arise during this short period of limited functionality.”
Here is an overview of what customers can expect from Jan. 22 – 26:
- The initial system upgrade will begin on Wednesday, Jan. 22. From 12:01 a.m. until 11:59 p.m. on this day, the customer information system will have limited functionality and all customers will be unable to make a payment during this time. Customers will not incur any adverse impact to their account due to the timing of this transition.
- From Jan. 23 – 26, approximately 30% of Gulf Power’s customers will continue to have limited functionality during the system upgrade. During this short window of time, the customer information system will continue to be unavailable for those customers, including the ability to make a payment or check account balance through the website or by calling Gulf Power’s customer service phone number. Again, customers will not incur any adverse impact to their account due to the timing of this transition.
- The 30% of Gulf Power customers included in the system upgrade from Jan. 22 – 26 have received direct mail and, in some cases, email communication to inform them of the limited system functionality during this time.
On Jan 27, Gulf Power’s new customer experience system will be available for these customers; all other customer accounts are expected to transition to the upgraded system in late February. We will continue to communicate with customers as more information becomes available.
Gulf Power said the new system will offer:
- Improved automated phone options to deliver 24-hours assistance to customers
- Additional no-fee bill payment option
- New ways to understand and manage your energy usage
- Seamless web experience on all devices
- New and informative bill design
Comments
24 Responses to “Gulf Power Is Upgrading Their Billing System. That May Cause Problems For Some Customers.”
I called the automated system and went to the payment option..I was alarmed when automated told me “thank you for your payment of $544.00 that was received on Jan 12th because I was not the person who paid that. The only payment I paid around that time was $273.00. Apparently they got customers mixed up, a glitch I believe in the GP system. I had went to Publix to pay by wire transfer, because my first attempt at payment got returned by my bank. This is MAJOR serious. We are not account numbers and data. We are human beings. Get it right!!
I’ve been monitoring my energy usage this past month and to no avail they still keep saying I’m using way more than I know I am. I’ve been flipping the breakers off for the whole house minus the fridge for about 70% of the day. One Saturday the house was without power from 10am til 10pm and they estimated my daily use for that day to be higher than any other day I was actually home using electric. I cant get a straight answer from anyone. One lady said they cant see my daily meter usage then when I sent her the graph said oh it’s an estimate right after saying they dont do a daily estimate… all I know is my deposit is about to be refunded and they are gonna make damn sure they get everyone single penny on this next bill. So all your ” energy saving” tips wont work if turning the power off completely doesn’t.
My February 2020 payment wasn’t even credited to my account. Nor was my payment arrangement accredited for three months in a row and I recieved a past due notice this month. I also have a $250 deposits that I’ve been told could be returned, then can’t be returned but will pay my bill instead. Wish they could get it together instead of devoting all of their time to trying to add extra charges to all the social security recipients in order to make up for the 40% discount they gave at the beginning,g of the corona crap!!
Every month my payment is returned to the bank. I am on auto pay and do not understand what is happening. Please check this out for me and let me know.
Thank you for a quick response
Dolores Beach
Your new web site is extremely user Unfriendly. Your customers are not able to schedule a payment. The payment date is the date you log into your account and cannot be changed. Makes managing our payments impossible. Yours is the only web site that I have used that does not have a payment schedule option.
I have my new account number but it won’t let me pay my bill online or by phone over tried everything. And my bill is high and due soon. I dont want my lights off I have kids. I’ve called 3x about this each time no luck.
Set up auto pay but they didn’t charge my account and they are now saying my payment is late even though the day my bill was due isn’t even over.
my bill spiked over 50% since our last bill Can’t log in, every thing falls on deaf ears! most can’t pay there bills WHATS UP!!!!
They didn’t draft our account now they say we are late and need to jump through hoops to pay them. Customers for 40 years pretty sad we have to go through the effort to clean up their upgrade mistake would think if they broke it they should fix it.
Chris
I too can’t pay my bill online. I’m redirected to the new site which asks for new account number. Following their prompts to get new account number I get; Ops something went wrong or our system doesn’t recognize your info. Didn’t have a problem sending the bill notification to my email?
unable to access my new account. tried by entering account number, last 4 digits of ssn, phone and zip code, every option that was available with no success. I hope I get this problem resolved before my bill becomes delinquent.
I too can’t get into site to ensure all in correct, please provide correct link so that I can ensure my bill is paid on time.
I can’t login to make my payment and it’s frustrating I’ve tried several times and keep getting rerouted to a different site that says Gulf Power but it doesn’t look right and once I read a little I don’t trust it. HELP, my payment is going to be late and I hate it. Sorry
I NEED SOMETHING THAT I CAN COMPLETE SO THE NEW GULF POWER INFORMATION SENT ME IN THE MAIL CAN BE IMPLEMENTED.
can’t get on site tried all ways listed
Can’t log into new site. Craps out putting in required info. Now we know the reason for rate increases. Wasted money everywhere you look.
Definately going solar this year. Rate increased on new bill from .08397 to .0851 and from .03037 to .03262.
Don’t recall hearing about the rate increase… where was it mentioned. Did they sneak it in?
Questions: We have a pool pump and would like to know how to regulate the time of use?
Every month its something different. Leave the site alone.
Yep, can’t pay bill on 1/24/2020. Phone doesn’t work and says account not recognized. Can’t pay online. Also suspect in-person at Publix won’t work either.
I pay my electric bill online. The Gulf Power website currently uses a third party website to collect online payments. The Third Party website charges the CUSTOMER (that’s me) a fee. The new website Gulf Power is designing should eliminate that fee based on what I have read in this article. I would like to thank Gulf Power for doing this because it will simplifiy my transactions with them which is the point of the change.
Agree with @tg. Overall, I’m certain it’ll be another way to increase fees and rates. Already did that by buying out Southern Company for billions but still raised rates for everyone to recover Hurricane Michael funds, which occurred before the take over. But they know we the people are stuck by monopoly utility companies. I’m sure they’ll pass the buck for this natural gas energy line and solar farm they putting in to cut their costs, but surely not ours.
We are VERY Pleased to have Electricity upon demand and rapid response to tend to power outages.
The men and women who are in the trucks and those who support them are Angels to us and many others.
Thank you.
Never believe the we are here to help you from a only place you can get power source. We are here to increase your fees.