Customer Service FAQ's (Frequently Asked Questions)

Do you know how and when to make a payment arrangement, or why your service may not come back on immediately after a disconnection for non-payment? Get the answers to these and other common questions about billing and service at AMP.

• How can I make payment arrangements?

  Customers facing financial hardships may request to delay payment by making a payment arrangement with one of our representatives. Please call Customer Service at the number below.

• What happens when my electricity is disconnected for non-payment?

  If your service is disconnected for non-payment a $45 field action charge will be added to your account. In addition, a minimum deposit of $100.00 may be required.  Service restorations are completed the same day excluding weekends and holidays.

• Why does my service remain off even though I have paid my bill?

• You may see a meter load card when this happens. This is a notice we leave on your door when any of the following occurs:

  • In your absence we performed routine maintenance work on your meter resulting in a short interruption of your electric service.
  • We unsealed your meter but the main disconnect (breaker/fuse) remains off for safety reasons.  In order to restore service you will need to flip the breaker switch on the main electric panel.
• Why was I not warned that my service was going to be disconnected?

  Several letters and reminder notices are mailed to you prior to service disconnection to allow you ample time to pay your bill prior to service disconnection.  Whenever possible, you may also receive a courtesy call prior to service disconnection. 

• How can I obtain a Residence Verification / Credit Letter?

  We issue verification letters for school admission or other proof of service.  We can also provide a credit letter to waive deposit requirements from another utility company.  Please call our representatives at the Customer Service number below.

• Why do you need my Social Security Number when setting up my account?

  This information is reqested in order to establish your account with AMP in accordance with Federal regulations.  We use this information to verify your identity. While we do not use it to check your credit upon account establishment, we will report collection accounts to the credit bureaus. We also use this information as an identifier to protect you from unauthorized activity on your account.  This information is kept in a very secure and encrypted database, and even our Customer Service representatives cannot see it after it has been entered into the account.

• Will you check my credit before connecting service?

  We use available information from our own records to determine credit worthiness. We may require a deposit if our records indicate that you’ve had an unsatisfactory credit history with us.

• I paid my bill - why was my power disconnected?

  Depending on how you made your payment, it may not have posted in our system on time. Please click here to learn more about processing times for the various payment options. If your account is in danger of being disconnected,  payment by phone with a representative, or in person,  are the best options to avoid the inconvenience and additional fees that come with disconnection of service.

• Why do I still get notices after I make a payment arrangement?

  Notices automatically go out after the due date on your bill if previous balance is left unpaid.  If you’ve made a payment arrangement with our representative please disregard these notices. 

• Why am I asked to pay a deposit?

  Residential customers whose service was shut off for non-payment may be required to pay a deposit.  Residential customers with a bad payment history from a previous account will be required to pay a deposit to reestablish service. Commercial customers are required to pay a deposit to start service. If an active customer declares bankruptcy we will require a deposit to continue service.

• When do I get my deposit back?

  After 12 consecutive months of on time payments your deposit will be applied to your account.  If your account is closed your deposit will be refunded by mail in 4 - 6 weeks.

• Do you have any assistance program to help me pay my electric bill?

  Alameda Municipal Power funds a number of programs to help customers who are having difficulty paying their bills, or have a medical condition. Learn more about our financial assistance programs.

• Our streetlight is out? Our lights are flickering?  There are low wires hanging from our utility pole.

  Please call our Dispatch Office at 510 748 3902.

• Does my electric rate change depending on the time of day I use power?

  No.  Our rate is not dependent on time of use.  For residential customers we have a tiered system where each tier has a corresponding kwh allowance and rate. The tier and rate applied depend on the amount of usage. For more detail see Understanding Your Rates.