ComplaintsforAlabama Power Company

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Alabama Power -- Acct #: ****************/2023 I was placed on Flat Rate Billing(They say I signed up on website). Have been paying higher rate than my usage for almost all billing (overpaid hundreds/thousands of $) for 2022/2023. My rate should have been lower in at least 75% of bills. I called them to resolve issue and their resolution was only to take me off the Flat Rate Billing. No relief was offered. Once I asked for relief, they only advised me they felt sorry I felt the way I did. I spoke with someone named ****** who only kept repeating the company line. I've had to have help to pay my bills and be behind but they still charged this predatory pricing scheme to me.

  Business response

  06/02/2023

  This account was changed to the Flat Bill rate through the online process on 2-23-2021.  The account billed on the Flat Bill rate of $274.19 for the next year. From February 2021 to February 2022 the difference in billing on the Flat Bill rate vs the Family Dwelling rate was $77.29 less.
  
  At the end of the 12 months the customers bill included a notice which advised that the new contract amount for Flat Bill for the next year would be $319.47.  From February 2022 to February 2023 the difference in billing on the Flat Bill rate vs the Family Dwelling rate was $88.98 more.
  
  At the end of the 12 months the customers bill included a notice which advised that the new contract amount for Flat Bill for the next year would be $418.22.  The customer did not request to be removed from the rate until four months into the contract and there was no penalty charge to the account for changing the rate before the end of the contract. In the initial information that is provided to the customer when signing up for the Flat Bill rate they are advised that if the contract is terminated prior to the end of the 12-months there could be a penalty.
  
  For the two full years the account billed on the Flat Bill **** for the full contract time,the difference in billing on the current residential rate the customer has changed to is $11.69 more.  

   

  Customer response

  06/03/2023

   
  Complaint: 20119889
  
  I am rejecting this response because:

  I'd like to see how they came up with their numbers.  There's no explanation of how they got their numbers.  Based on the information provided on THEIR website, I've come up with some different numbers of what my bill should have been. Also, I'm wondering why my Flat Bill went up both times.  Regardless of whether I used more or less than I was flat billed for?  

  This is same response they were giving me before.  That I'm on the flat billed rate and I signed up for it and that's what I'm going to have to pay.  

  Why did it go up even though my usage was under the amount?  Both years??  Even they admit my usage was under the amount and it still went up??

  Sincerely,
  
  *********************

  Business response

  06/12/2023

  The Flat Bill rate is for a term of 12 monthly billing cycles. The rate amount is developed reflecting the expected monthly energy consumption based on the customers actual consumption during the prior 12 monthly billing cycles.  Changes in the rate that did not impact the previous 12 months billing is also included in the calculations.  This impacted the change in the amount for the current 12 months. 

  Customer response

  06/13/2023

   
  Complaint: 20119889
  
  I am rejecting this response because:

  Again, why did my bill go up even though my usage was BELOW the flat rate.  It went up both years even though my usage was BELOW one of those years even according to AL Power OWN records.  Please ask them to provide the  calculations of how they got to their numbers.  Mine do NOT match.  I show my consumption below both years.  They just saying same thing over and over again without answering my questions or addressing my real issues.  

  Sincerely,
  
  *********************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Al Power wanting to be placed on Budget billing, I was having a hard time paying my bill.They said they no longer had budget billing and had a new program called flat rate.With this program you would also pay the same amount ever mouth .So I thougt it was going to be like budget billing and I agreed with this. At that I did'nt know not every thing was explained, as months, I know something was wrong, I was paying a higher bill than I was paying on the regular rate. I called back and asked to be took off this progarm. This is when I was all the details of this program. I also looked this up and found out that this was con, not to help me but the company. I up load the rules and other things.

  Business response

  04/03/2023

  ************* was contacted concerning this issue.

  Customer response

  04/05/2023

   
  Complaint: 19640054
  
  I am rejecting this response because:** is taking money from me that I do not owe! I have't used the amount of energy I am being charged.They are stealing! A big company should not take money that is not owed. They said this Flat Rate is a contract, I signed nothing!
  
  Sincerely,
  
  *********************

  Business response

  04/07/2023

  Customer has been contacted by local manager and this issue is believed to be resolved.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Esessive **** of monthly service. **** raised from ***** per month to ****** then adj to ****** after complaint. Would not grant ***** work for the last 12 months reading on the meter. Supervision never in the office to discuss this matter. My new building is not occupied and have not been occupied since it was built. My monthly bill has never been in excess of 35 to 40 dollars. This is unfair. I will continue to Persue this matter until its conclusion. I have paid this current bill of ****** to which I do not owe. I am also a stock holder with the southern ***

  Business response

  03/20/2023

  Please verify the name, address and account number that is being referenced for this inquiry. 

   

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The technician came out and disconnected my services on today while I was working from home. I immediately paid my bill because I was unaware of the issue. I was not notified by email regarding the status of my account. I spoke with a representative that said that they send notices by mail but I signed up for paperless billing.

  Business response

  02/28/2023

  APC followed up with customer and resolved the issue reported 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account number - *********** On Friday, 2/3/23, my power was cut off without warning from this company. Immediately when my power went out, I went to the front door to see if power was out around other houses. Nope! I saw an Alabama Power worker walking from the side of my house back to his truck. He cut my power off. So, I immediately logged into my account on the ** website and did not see ANY big red disconnect or shut off notice in my account. Nor did I receive anything in the mail. I then walked back to the front door and the power came back on. I feel like this was a pure scare tactic and sheer harassment. Why was my power cut off in the first place and then turned back on? These type of scare tactics are unacceptable, especially for someone like myself who is chronically disabled. A 28-day supply of my medication is $6,000 and has to be refrigerated, so when Alabama Power takes it upon themselves to shut of someone's power without any warning, it can put someone in a dire situation. I can't afford to have $6,000 worth of medicine ruined because of lack of refrigeration. I have also filed a formal complaint with the Alabama ************************* because these harassing scare tactics are unacceptable. I didn't contact the power company with any issues so the fact that they sent a worker to my house to shut my power off, and then turn it back on, can only be explained as harassment. If this continues, Ill look into finding an attorney and contacting **** MSNBC, and anyone else who will listen to my story, because they are trying to kick average Americans down even more when we're already struggling to keep up with inflation!

  Business response

  02/06/2023

  Management has spoken with the customer.  Last week's temporary interruption of service was related to an equipment update.  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I check my power usage daily. There are days that we do not use our heat pump and rely on our gas heater for heat. Beside the usage charge, the high and low outside temperatures are listed. Regardless of our frugal attempts to keep our daily charge amount down, there are days the amounts are still higher than normal. Once again today, I called them to speak to them about my concerns. The first call was over 11 minutes. The second call was only 15 minutes. No one ever answered. I would like to know how the temperature outside can refect power usage when the heat pump is turned off. Just an answer was all I needed. Also, my washer and dryer is on a separate bill. Yesterday, my husband washed and two loads of clothes. The hot water is turned down there. He never turns on the heat or anything else. The charger was $****. Last week, he washed 5 or 6 loads. The charge was $****. So , how can I get them to respond? Are there others with the same problems?

  Business response

  01/27/2023

  A representative from Alabama Power Company has reached out to Mr. ***** regarding this matter. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  First off this is for Alabama Power Company in **********, **. Located at ******************************************************************. It was not in the lookup. I know this may sound strange but I have been complaining for at least 2 to 3 years that my power bill is not correct. I even had Alabama Power to come out this past summer to check the meter, wiring or whatever they do but they still said it wasnt a problem on their end. In the summer time I am hot because I am afraid to turn my air over 78 or 79 degrees. In the winter time I am freezing because its stays on 69 degrees. Yet, I receive 350 to 400 power bills. I have paid my way off of the budget billing which cost about **** because my bills were even larger on the BUDGET. I have neighbors, friends and family that set their thermostat way higher than mine but yet their bills are not nearly as much. I dont know why this is happening in my case because I truly cant afford it. I know that there is something off. I am tired of calling because I always get the same answer. I wish someone would just listen and go back four or five years on my bill and see whats going on. I look at my bill online and track the daily usage. Some days when we have colder days mine will automatically be ***** to ***** a day even though I havent changed the thermostat. There has to be something wrong here and I cant afford to keep paying like this so please help. I really didnt know where else to turn. Thank you for your help.

  Business response

  02/03/2023

  Customer has been contacted to discuss billing concerns and help the customer identify potential causes for increased usage. 

  Customer response

  02/03/2023

   
  Complaint: 18866466
  
  I am rejecting this response because: Because, yes she called and said she sees the problem and what I am talking about but would not offer any solutions. She only said she understood what I was saying and she saw when my bills started to increase like crazy but no solution. I need a resolution to the problem. What is going to happen about these huge bills. I have since lowered my thermostat and bill is estimated to be ****** for next month. So what are they planning to do?

  
  Sincerely,
  
  *********************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***** AT ALABAMA POWER CORPORATE REFUSED TO TURN MY KIDS AND MY POWER ON FOR 24 hours SO I COULD GO HAVE A MEDICAL PROCEDURE DONE THEN COME OPEN THE ACCOUNT IN MY NAME/ HE WAS MADE AWARE I HAVE SMALL CHILDREN AND I AM GOING THROUGH A DIVORCE AND HAVE A DOMESTIC VIOLENCE PROTECTIVE ORDER AGAINST MY SPOUSE FOR YEAR OF PHYSICAL ABUSE/ HE IS COURT ORDERED TO PAY THE **** AND HASNT- THE **** IS ONLY IN HIS NAME AND I SIMPLY ASKED ***** OF ALABAMA POWER CORPORATE ********** TO GIVE US POWER FOR 24 HOURS SO I COULD GET MY LIFE OR DEATH MEDICAL PROCEDURE THEN HAVE IT TURNED ON THE AFTER AND HE REFUSED. HE SAID HE WOULD SEND AND EMAIL TO ANOTHER SUPERVISOR AND IT WAS OBVIOUS HE WAS LYING. ALABAMA POWER IS HEARTLESS DO. THEY DISCRIMINATE AGAINST WOMEN , DOMESTIC ABUSE VICTIMS AND DO NOT CARE IF YOUNG CHILDREN GO WITHOUT POWER. WE ONLY ASKED FOR 24 HOURS SO WE HAD TIME TO SAVE OUR FOOD IN THE REFRIGERATOR AND I WAS ABLE TO GET TO MY MEDICAL PROCEDURE. MY FOOT IS ALSO CURRENTLY SHATTERED AND IN A CAST AND I HAVE A FEVER AND ***** AT CORPORATE OFFICE ********** COULD HAVE CARED LESS. I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE THEY ARE DISGUSTING- ***** SHOULD NOT HAVE A JOB THERE.

  Business response

  12/16/2022

  Customer's concern was addressed in office after complaint was filed. Follow up attempts to reach the customer have been made in reference to complaint. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My services was disconnected for past due that was not past due. I was told I had set up a payment arraignment which I dont recall doing. I had no reason to. I paid 266 and change on 11.17.22 that posted on acct 11.22.22 . my Nov ******************* had time to pay but instead it was disconnected. I was charged a 50 reconnect that I feel should be credited back to acct. i know others that do arrangements and only pay past due and they dont get disconnected even if i would had arranged for payment arrangements which I dont think i did and dont see on website that I did.

  Business response

  11/30/2022

  I contacted the customer to discuss the issue to find a resolution. I provide details about the companys collection process and the transactions on the account. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******************************** Alabama ***** This is the problem address. I paid Alabama power, All the fees required to turn on temporary power at the above address. I paid a ****** dollar DEPOSIT. I have been paying my bill for a couple of months. My bill was ranging about the minimum charge, About ***** which I paid. And now they have cut my power off. What is going on with these people. They have my deposit of ******

  Business response

  11/28/2022

  Good afternoon - 

  ******************** requested a connect order for the subject address on 9/21/22.  Given his previous payment history, a deposit in the amount of $530 was assessed (2 times average monthly bill) with an arrangement of 50% ($265) up front and the remainder to be billed and due within 10 days after first bill received.  The first bill generated on 9/27/22 in the amount of $313.21 with a due date of 10/11/22.  Itemized bill consisted of remainder of deposit ($265), Account Establishment Fee ($40) and minimum usage ($8.21).  On 10/4/22, a payment was received in the amount of $48.21.  The original agreement made for the balance of the deposit within 10 business days was in default at that time. 

  A second bill generated on 10/26/22 in the amount of $301.89 with a disconnect notice/date of 11/9/22.  Itemized bill consisted of balance of deposit ($265) and service usage ($36.89).  A payment in the amount of $36.89 was received on 11/2/22.  Again, the original agreement for the balance of the deposit was not paid.  ****************** was disconnected for non-payment of the deposit on 11/18/22.

  Accounts that are disconnected for non-payment are subject to a $50 reconnect fee, plus any outstanding amounts to be reconnected.  Per company guidelines, services that have been disconnected for non-payment remain active for 5 calendar days.  At that point, if the amount due remains unpaid, the account is closed.  After remaining unpaid, this service account was closed.  Any credit amounts remaining are reviewed and released back to the customer at 7 business days.

  ******************** was contacted by our office, this morning, and services restored per his request.  Since the account was no longer active, a new connect order was issued with an establishment fee of $40 (in lieu of the $50 reconnect fee had the account remained active).  The deposit amount was also adjusted as a courtesy since he indicated he will only be renovating the home, thus using minimum amounts.  His credit was moved from the closed account to the new account, leaving a deposit balance due of $99.91.

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