Complaints

This profile includes complaints for Alabama Power Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alabama Power Company

  600 18th St N Birmingham, AL 35203-2206

  
• 

  Alabama Power Company

  3736 Ross Clark Cir Dothan, AL 36303-2252

  
• 

  Alabama Power Company

  38001 US Highway 280 Sylacauga, AL 35150-7923

  
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  Alabama Power Company

  150 Saint Joseph St Mobile, AL 36602-3915

  
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  Alabama Power Company

  1100 Industrial Pkwy Saraland, AL 36571-3722

  

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:05/19/2025

  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.

  I have been on budget billing for several years with no problem. **** would fluctuate a couple times a year, then go back to the flat rate. I noticed around February 2023, my bill started rising more than normal. I called several times and each person gave a different reason why this happened. I sent an email. Also got another watered down answer. Looking over some of my past bills that I still have, the usage was higher at times, but the bill was lower. Now, since the last couple of years, my bill has doubled. For years, my bill was below 200 dollars. Then it was steady around the low 200 mark for a good while. Then all of a sudden it has gone up and up and is now over 400 dollars. I can't afford this. Even with my usage down, it's still ridiculously high. This is absolute greed and something needs to be done. I sent in bills to show my usage over the years and how my bill has gone up tremendously. My house is only around 1300 sq ft. So there is no reason for my bill to be this high. I have the heat and air people out on my scheduled visits. Everything is working properly. I keep my thermostat on 83 and is set on auto, so it can turn off and isn't constantly running. I want something done about this. I have other bills to pay. I'm middle aged and tired. I shouldn't, nor do I want to work 2 jobs again just to keep the lights on. Also, my power goes out at the drop of a hat. On stormy days when it's thundering and lightning, it's fine. On sunny days, it goes out for several hours. I've called and complained, but always get some bs answer. I've requested someone to come out and check my block. The last couple of times the power went out, including tonight, it only seems to be my house, the neighbor to the right of me and the cul de sac up the hill in front of us. Everyone else is still on. I seriously doubt if all those people have generac. This needs to be investigated to see what's going on. More importantly, my bill needs to be investigated.

  

  Business Response

  Date: 05/23/2025

  Spoke to Mrs. ******* at 3:04 pm, 5/23/25..advised we are researching her complaint and will reach out to her by Tuesday, 5/27 to address her concerns. Mrs. ******* was very pleasant and said she would look forward to speaking next week.

  Customer Answer

  Date: 05/27/2025

   
  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.

  I accept. Thank you

  
  
  

  
  
  Sincerely,
  
  ****** Mcchard

• Initial Complaint

  Date:05/19/2025

  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.

  Good morning, I have setup a payment arrangement with Alabama Power headquarters ****************************************** on Friday May ******* at 3:00pm. The current balance of $554.00 will be paid in split payment arrangements for $240.00 onJune ****** at 10:00am . The remaining $322.00 on June ******* at 10:******* case device is interrupted I have the confirmation number honoring both arrangements.

  

  Business Response

  Date: 05/19/2025

  Hello,

  We are indeed showing an arrangement on this customer's account to have the balance of $554.93 paid by June 10, 2025.  His due date is June 2, 2025 and his account has been noted  that he will pay $240 on June 2, 2025 and $322.93 on June 10, 2025.  His arrangement is confirmed.

  Thanks,

  Alabama Power

• Initial Complaint

  Date:05/13/2025

  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.

  It began when our power was removed from our home to begin remodeling work. The meter was removed and went back to the warehouse. They charged me for power. The rude representative said maybe I should have paid my bill. I requested an investigation. The meter was still moving while it was sitting on the shelf so they charged me. Finally got a refund. We used a generator and then AP required us to get a temporary power pole (cost us $675). They started a new account and we did not know it. Got a notice that they were going to shut off our power if we did not pay. We were on autopay and have been a good customer for 17 years. Then, requested a review of the account because it was so high. Same excuse...hot summer...it is always a hot summer. After months and months, finally learned why our bills were so high (left numerous messages). They were charging us a commercial rate but we are a residential and there was no builder involved. No one had ever heard of that. When I asked how they can charge a commercial rate without our knowledge when we are a residential and not a business, the response was, "We can." This dragged on for months because AP kept changing how they wanted us to have the exterior wires, which was a delay, and the electrician was busy and could not drop what he was doing to come out to change it again. The commercial rate is 3 times the residential rate. Oh, and, we have another account. Three accounts and I could not log-in to any of them! You can't talk to anyone at the office as you have to go through the ************** and explain it to the customer representative who will eventually connect you to the ***************** I waited between ***** minutes each time. Every time I was transferred, I left a message. I have well documented details (phone records if needed as proof) and would like to talk to someone. I do NOT want to talk to ****** Ellis *******

  

  Business Response

  Date: 05/15/2025

  We have made contact with the customer to discuss this situation.  We have advised the customer of what we can do to correct the issue. 

• Initial Complaint

  Date:05/05/2025

  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.

  Repeated Billing Abuse, Reconnection Loops, and Overcharging Dear BBB, I am filing this complaint against Alabama Power due to ongoing, repeated ****ing abuse that has caused significant hardship for me and my family. Since opening my account, I have been in a continuous cycle where my power is shut off multiple timeseven after making full payments. I am repeatedly forced to pay large amounts just to have my service restored, only to receive ****s later that include the same charges all over again. My concerns include the following:1. Reconnection loop abuse: I have paid in full during disconnections multiple times, yet the same past-due balances and reconnection fees continue to appear month after month. 2. $362 Return Item charges have shown up repeatedly, without proper explanation or acknowledgment of my payments. 3. Multiple reconnection fees ($50 each) are being charged again and again within short timeframes, even though service was just restored. 4. Payments not reflecting on the balance: Despite paying amounts like $1,000 in April 2025, my **** showed little or no reduction and then increased again.5. Unusually high ****s with inconsistent energy usage chargessuggesting errors or inflation of costs.I have reached the point where my power is disconnected, I pay to get it turned back on, and then the next **** says I still owe the same or even more. This is unacceptable. It has created a financial crisis and placed me and my children in a constant state of instabilitydespite doing my part to pay what I owe.I am requesting: A full investigation and audit of my account from the beginning of service.I am demanding for my power to be restored immediately. I want to be compensated for my groceries bring spoiled l. Reversal of duplicate or improper charges.A stop to the cycle of unjust shutoff.Please help me hold Alabama Power accountable. I can provide copies of all ****s, payments, and activity logs to support this claim.

  

  Business Response

  Date: 05/05/2025

  Reviewed the customers billing and payments with her from the date the account opened to the present.  Also, mailed the customer the activity statement with the same information.  

• Initial Complaint

  Date:04/15/2025

  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.

  I am being wrongfully charged as I have never applied for lights in the state of Alabama. I contested this information on my credit report, and it is now effecting a ****** deposit for a bill I was unaware of because I never had service.

  

  Business Response

  Date: 04/16/2025

  ******** **** has had service at multiple locations at ******* and Alabama Power since 6-14-2010.  From 10-19-2011 until 02-20-13, the same phone number was used for the customer on multiple accounts in Sherikia Boyds name over this time.
  
  This phone number was used to verify customer information and establish the service on 7-5-2012 for the Alabama Power Company account that currently has a charged off balance.  This phone number was used on this account from 7-5-2012 until 2-20-2013 when it was updated to a new number. Customer called in on 4-26-2013 after the account was cut for nonpayment . At this time,the social security number was verified, and she requested the service to be disconnected,and the bill sent the address where the service was disconnected.
  
  The customer was again advised of this outstanding balance when applying for service at a new location on 11-21-2013 when again applying for new service in *******.  

• Initial Complaint

  Date:03/31/2025

  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 consistently have power outages in the area I live in. There's never a phone call from a human being. The customer service rarely answers unless you want to push every button on your phone to finally get someone. The typically excuse we get for power outages is "a tree has fallen on the line" via a text message. I don't understand with the amount of money we pay for service there's ZERO prevention for fallen trees. My power goes out at least 3-4 times a month and ONLY AFTER a storm passes through does our power go out. Sometimes for as long as 3 days. I'm absolutely shocked no one else has complained about this company. I've even reached out to Governor ****, and no shock to me, no one in her office answers nor do they return phone calls. I just want my service to stay on, especially after they have hiked up my power bill twice! The AUDACITY!

  

  Business Response

  Date: 04/10/2025

  I reached out to the consumer on 4/3/25 and left a voice mail message with return call information. After no response, I made another attempt to contact the consumer today. I was able to speak with him and provide details regarding the outages. I also advised him this feeder is currently going through its routine tree trimming cycle and this should help with the tree issues. 

• Initial Complaint

  Date:03/19/2025

  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.

  To Whom It May Concern,On March 18, 2025, Alabama Power sent nine trucks onto my property to install new power poles. During this process, your crew significantly overstepped their bounds, causing extensive damage to my property. Specifically, they tore up our yard, broke concrete on our patio, and left trenches in the yard. Additionally, part of our white fence was damaged.When I confronted the project manager on-site, he assured me that he would leave his business card so I could follow up, but he failed to do so. He also promised that Alabama Power would return to repair the damage, yet I have not received any contact or updates regarding this matter.Furthermore, the project manager claimed he attempted to call but was unable to reach us due to a phone number change. However, he did not attempt any alternative methods of contact, such as leaving a door hanger or sending written notice, which would have been reasonable efforts to notify us.This was an invasion of my property without my permission, and I am formally requesting that Alabama Power repair all damage as soon as possible. Please provide a response with a timeline for when these repairs will be completed. If I do not receive a satisfactory resolution, I may need to escalate this matter further.I expect a prompt response to this issue. Please contact me at your earliest convenience to discuss next steps.

  

  Business Response

  Date: 03/28/2025

  Alabama Power ****************** is replacing transmission poles along *********** in *********. Initial attempts to reach the customer very unsuccessful, however APC Transmission ******* spoke with ***** **** after work had begun and advised that all damages that occurred during the installation of new transmission poles would be repaired in a timely manner and we have advised of a scheduling of repairs.

   

• Initial Complaint

  Date:03/13/2025

  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 report a fraudulent account that has been opened in my name, which I did not authorize. I am a victim of identity theft and request immediate action to resolve this issue. Below are the details of the fraudulent account:Creditor Name: CR Syst Intr (Original Creditor: Alabama Power)Opened Date: 02/15/2024 Account Number: **********Balance: $6,028.00 I am not liable for this debt with CR Syst Intr or the original creditor, Alabama Power. I do not have a contract with them, and they have not provided me with the original contract, as requested.I demand that this account be removed from my credit report immediately. I kindly request that you close this account and provide written confirmation of its closure, along with any relevant documentation related to the fraudulent *********** support this claim, I have attached a copy of my Identity Theft Complaint for your reference.Thank you for your prompt attention to this matter. I look forward to your swift resolution.

  

  Business Response

  Date: 03/24/2025

  Due to the age of this account, that was opened in 2021, not 2024 it will take some time to research the information involved with this balance. We will follow up with the customer and respond once we have the necessary information. 

  

  Business Response

  Date: 04/04/2025

  Alabama Power Companys Response:
  
   
  
  Mr. ****** contacted Alliance Roofing to replace the roof at his residence
  07/08/2021 customer applied for Smart Financing loan with Alabama Power Company
  Invoice submitted, **************** paid for work completed
  Financing agreement signed by ****** ****** 09/28/2021
  Customer has made the following payments:
  11/16/21
  01/27/22
  02/21/22
  03/04/22
  04/11/22
  05/24/22
  07/01/22
  07/26/22
  09/08/22
  11/04/22
  11/29/22
  02/06/23
  03/14/23
  05/10/23
  07/06/23
  09/13/23
  10/26/23
  Customer has not made a payment since 10/26/23 rendering account significantly delinquent
  Unpaid balance $6,028.00 sent to ***************** 01/30/24
  If the customer feels this loan is fraud, please advise the customer to file a police report, complete the fraud package available at any of the local Alabama Power Company locations and send to us to investigate:  *************************************
  Upon receipt of the above requested information, we will investigate and respond
  We have no record of Mr. ****** requesting a copy of his signed agreement, he can stop in at any local office and request a copy with the proper ID
  Absent the receipt of requested information, this complaint will be closed as Record Only
   
  
  Kindest regards,
   
  
  ***** S. ********
  
  Team Leader
  
  Alabama Power
  
  Business Strategy & Finance
  
  
  **************************

• Initial Complaint

  Date:02/24/2025

  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.

  My power bill every month always has 31 32 or 33 days added in to my power bill. This is what is keeping my power bill up and Im not getting g a break with my power bill. Its a certain age group or people with a fixed income Alabama power is targeting. My power was recently cut off. Based on retaliation. Because Im on burger billing and I have so much I can pay. To keep my power on. It was due for $81 but they cut my power off without any warning. Why does Alabama power get away with adding 3 extra days to your power bill. To make it harder to pay your power bill.

  

  Business Response

  Date: 03/24/2025

  We were made aware of this customers concern through other sources on *********. Since this time we have left multiple messages for the customer and they have not returned any of our calls.  We left another message the end of last week and still no response. 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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.

  On Sunday, February 2, 2025, at approximately 6:00 P.M. a fuse blew on a pole between my house and another, leaving us without any electricity. Alabama Power was notified and responded later. Several large pieces of equipment were sent to the scene, and power was restored around 6 1/2 hours later. During their time here, they drove through our yard leaving large ruts and gouges and knocked down several feet of a stacked rock retaining wall. I know they have the right to access their equipment, but I don't think that right extends to damaging our property and destroying structures thereon. It would be appreciated if someone could be sent to repair the wall and damage done to our yard.

  

  Business Response

  Date: 02/19/2025

  *** has reached out to customer and have agreed upon a suitable research option to address their concerns.