ComplaintsforAlabama Power Company

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an unusually high power bill for the last service period of December 13, 2023 to January 16,2024, despite the fact that I did not have lights up for the holiday season. I am 82 years old, live by myself, and not good with computers so I attempted to call the customer service number on the bill, **************, multiple times. The call was declined each time I called because the line was busy. It is unacceptable that there is no way for me to reach a representative to discuss my bill. Please help me to reach them.

  Business response

  02/01/2024

  We contacted ************** and talked to her concerning the increase in her bill. ************** does not agree that the lower temperatures and increase in usage due to the heat would cause this increase in the bill.  We advised her that we would send her the daily usage break down for her to review showing when the power was used.  We apologized for her not being able to get thru to us on the phone due to the increase in calls.  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We live in a 30 ft travel trailer with only 2 people who work all day MOn-Friday and our power bill was over ****** this month! There is NO WAY possible and when you search or ****** everyone is complaining over bills being outrages and more than it normally is. I think APC is scamming people out of money!

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the last 6+ months, my power bill has doubled, if not tripled at times compared to all prior years I have been at this address. I am on disability for multiple serious medical conditions, I do not work, I am a single parent and I have a VERY limited fixed income from Disability/SSI. I cannot afford the sudden extremely high increase that has been occurring. I have previously contacted the business, all they have said via email or mail is that the readings are correct and there is nothing they can do. I have compared prior years to what I am charged now and it doesnt make sense as to how high I am being charged. In my household, it is only myself and my child. My bills previously went from around $200 give or take some, to now $300-$450 a month. There is no way I should be getting charged those amounts. The business has been no help in the 3 times *** contacted them regarding doubled bills.

  Business response

  01/30/2024

  After multiple attempts we were unable to reach *************** by phone.  We followed up with an email with information on the billing and provided a managers name and number to follow up.  We have not had a response to email or phone calls. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/10/2024 at 3:30 pm we were told.we could pay $200 and make arrangements on the rest we did *** then let alabama power sId *** never took.place thats not professional and also we have 3 kids in the home 1 year old 8 and 9 year we need power we paid whT they told us to

  Business response

  01/30/2024

  After reviewing the chat we verified that *************** did make an agreement to have the service reconnected for $200.  We have left multiiple message for *************** to call us so that we can discuss but she has not returned any of our phone calls. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Alabama Power got me on their Budget Billing.They recently nearly Doubled my **** !They said some customers were abusing the program,Whereas I've used Power sane as usual. Been constantly cold and I've been running electric heaters my only heat source. I am on Social security and only receive $720 + a month. I called them but got a rude representative who would not assist. This hurts me financially as I'm on limited budget. Your assistance in this matter would be greatly appreciated. Thank you. In advance. ********************* ****

• Initial Complaint

  12/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with alabama power, I do not have a contract with CREDIT SYSTEMS, they did not provide me with original contract as I requested

  Business response

  12/26/2023

  The consumer has the wrong company.  We are a ******** agency and do not collect for Alabama Power.

  Business response

  01/18/2024

  Tried reaching customer at number provided; no answer and no option to leave a message. Customer can contact APC directly for further assistance with this matter. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today I received my bill and it has gone up again! This is the 3rd month it has increased, and I know it is INCORRECT because my AC unit has been completely turned off and/or unplugged since Sept 24, 2023 (on the inside and outside). I expected my Oct bill to be high, partially from the days of Sept but my November bill should have gone COMPELTELY down! Or been little to nothing! I am on a fixed income and on budget billing. My budget has gone from $330 per month in Aug 2023, to $410 in ********** 2023, to $565 in Nov 2023, and this statement says it will go to $628 next month! Apparently, no one is "ACTUALLY" reading the meter. I took at picture of it today, and I will monitor it and take a picture everyday to begin keeping track of it myself!I called the customer service line last month, sent a request to speak to a live person...to date, no one ever contacted me! So, I tried calling again today. I received a message that due to the high volume of calls, no one was available. I sent a message through the chat and the lady "********" verified my payment was processed for last month, but she said I will have to call the customer service line to speak to someone regarding the high bill. This is HORRIBLE and I feel sorry for the elderly who are being taken advantage of.

  Business response

  12/04/2023

  We have reached out and spoken with the customer on ********.  They are aware of ongoing issues with their heat pump.  This problem started on 9/24/23.  Until repairs are made or the heat pump is replaced the usage will be high due to operation of the heat strips operating when system is on.  Turning the unit off and on will still lead to high usage when the unit is on. We will continue to work with the customer until they are able to find a solution to this issue. 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the Alabama power to get service and they informed me that I have to pay someone else's bill before I can get service when I didn't live at the address or even associate with the people at the address and they want explain to me why I have to pay someone else's bill

  Business response

  11/17/2023

  Customer was advised in response to an online request we received to provide us with a lease and id to verify where she is moving and to determine what she is responsible for paying to set up service.  Currently, we have not received any further information on this request.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was closed after I emailed customer service to let them know that I had my brother died on September 5th and I caught ***** at his funeral and I could not get into the ****** to sign life saving medical paper work but I explained that I had the information from the doctor's ****** and I could email it to Alabama power until I could make it into the ****** and not expose everyone to Covid or my mother could bring it for me. Customer service woman said no I had 24 hours to get into the ****** and my son has a medical device that has to have power to keep him alive. Power was turned off and I also had a appointment with community action to get help paying my full payment well they won't help with a account that's disconnected. Y'all completely did not help a customer who really needed your help who has a kid that was in need of power to keep him alive and all y'all could say was find arrangements. Now my account is completely closed and y'all don't care. I messaged y'all to explain my situation so I could do what y'all needed me to do. But y'all didn't care. Obviously Covid 19 isn't a concern even thought it's killed millions of Americans. I am contacting the ***************** and I've been advised to contact the local media and an attorney because my son was hospitalized after power was disconnected.

  Business response

  10/06/2023

  The customer has been advised of all requirements needed to establish service. If the customer needs any additional information, please have them contact our customer service ********************** at ************.  

  Customer response

  10/06/2023

   
  Complaint: 20702042
  
  I am rejecting this response because: I have not been contacted by Alabama Power. I am asking for help regarding my account. I told y'all I had a son with a medical device that needed *************************** and I had a community action appointment but y'all would not allow me to come in a few days later to sign the medical paperwork. I had Covid 19 and I could not risk getting your employees sick because y'all would allow me to come in the office to sign the paperwork a few days later. Y'all took my account of the account code after I told y'all what was going on with myself and y'all still didn't care. Why can't y'all work with me and allow me to have power. My neighbor has not had a power bill in 4 months but y'all turn my power off within a month. And almost killed my son. 
  
  Sincerely,
  
  ******* Nation

  Business response

  10/09/2023

  Regrettably,we are unable to assist Mr. ************* For further information as to the status of his application for service he should contact our customer service ********************** at ************.

  Customer response

  10/12/2023

   
  Complaint: 20702042
  
  I am rejecting this response because: Alabama Power has not tried to help me out with this at all. Not only did they charge me *********************************** getting power after they put my ex wife's last bill on my account. They turned my power off repeatedly due to that bill and made me prove I was not living with my ex wife. Alabama Power has truly shown me the business they are not. 
  
  Sincerely,
  
  ******* Nation

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I discovered an unauthorized ACH by Alabama Power from my checking account which caused my account to be overdrawn and incur a $30 fee in addition to the $163 for someone elses power bill. I let my bank know and they suggested I call power company also. Power company refused to help me in any way and said it was all up to my bank to fix the issue. That is unacceptable!! I spoke to 3-4 different people and they all said they couldnt help.

  Business response

  09/29/2023

  Alabama Power Company ******** Service Supervisor responded to the customer directly over the phone. During the discussion, the billing/collection issue was resolved.  We appreciate you for bringing this matter to our attention and apologize for any inconvenience that this may have caused.

  
  Complaint ID:  #********

  Customer response

  10/11/2023

   
  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,
  
  ***********************

*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. ↩