ComplaintsforAlabama Power Company
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Complaint Details
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Initial Complaint
08/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On July 28, 2022 approximately 12pm CST I phoned Alabama Power to inquire about a required deposit for a new connection. I spoke with Craig-- the call was recorded. I informed him that I was required to pay a 230.00 deposit . I asked if something negative had appeared on my credit report to warrant a deposit. If so what, because with a credit rating of well over 700, I am not accustomed to paying deposits. I was informed that my credit was not run and they used payment history information from a sister company, ******* ***** to draw this conclusion. I informed him that I hadn't lived in Georgia since 2015. I asked Craig to expound on how a credit decision was made without a credit check. I asked Craig for a written policy for how deposit decisions are made and was prompted to utilize the search function on the Alabama Power website. The specific policy that he led me to did not specifically address the matter. I let Craig know that this is disconcerting but to please email my letter of connection. I was further informed that my deposit was under the typical deposit rate of others that needed to pay a deposit and that this policy was not discriminatory.Business response
08/11/2022
We reached out to the customer and the issue has been resolved.Customer response
08/11/2022
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. And I affirm that the business apologized, waived the deposit, and consented to provide additional training for management and customer representatives. In addition, they ensured me that deposit polices/guidelines will be easily accessible to customers and staff.
Sincerely,
****** *******Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a hot water heater from Alabama Power Company, November 2016, The hot water heater is leaking already and I was told that nothing could be done because I did not have a warranty., I did not have a warranty but the tank was purchased under the electric to gas exchange program and Alabama Power Company did not offer a warranty at that time.Business response
08/09/2022
I reached out to Customer ****** **** on 08/05/2022 requesting the serial number of the Rheem Water Heater involved in her complaint, along with any communication she had with Rheem. I advised the water heater has a 6 year tank and 6 year limited warranty an; the serial number would allow me to research to obtain the sale date of the unit in question. I received an email back from ****** **** at 11:32 a.m. thanking me for the inquiry and advising she had a difficult time dealing with the first appliance representative she spoke with and decided to purchase a new water heater. It is my understanding she is not pursing a replacement for the leaking water heater the basis of her complaint. We are closing this matter for Record Only.
Kindest regards,
***** ********, Manufacturer Liaison, Alabama Power Company, [email protected]
Initial Complaint
07/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I recently received a letter stating that my payment was returned. When I called to settle the matter the customer rep explained the reason my payment was returned was incorrect account number entered. When I asked to fix the incorrect account number to the proper account I was told I couldn't. What type of customer service is this? There's an obvious mistake yet I am not allowed to fix?Business response
07/28/2022
Contact has been made with the customer to address his concerns. He expressed appreciation for the follow-up and there are no further concerns on his part.
Initial Complaint
07/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
recently I paid to have my service restored after being shut off for non payment. AL power closed my account after only a few days so that they could charge me another deposit. This hardly seems legal and certainly isn't fair . Obviously I am struggling. Earlier in the year I was out of work on short term disability with thousand and thousands of medical bills pilling up. I just cant seem to get caught up and would be able to pay my power bill if they hadn't closed my account so that they could charge me another deposit. I have begged and pleaded to no avail and there is no assistance available for a single , white male with no children. I will also be filling a complaint with whomever it is that regulates these criminals.Business response
07/13/2022
Alabama Power's process is to close an account after 5 business days when an account has been cut for non payment, The customer's account was cut for non payment on June 9, 2022 and finaled on June 14, 2022. The customer did not contact Alabama Power until June 21, 2022 and since the account had finaled, a new account had to be established. The customer's previous accounts and newly established account were assessed deposits based on the customer's payment history with Alabama Power. Additionally, no payments have been made on the account since service activation.Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After making payment arrangements and then realizing that date fell on a federal holiday with bank transactions being held up, I wrote Alabama Power to tell them my child support and federal checks would not be available until midnight the following day. I got no response and instead came home at lunch today to find my power had been disconnected. It was over 100 degrees in the home, with an outside temperature of 98 and a heat advisory for the week. It feels dangerous to cut power during extreme heat, especially after I had attempted to let them know my bill would be paid in full 24 hrs after the federal holiday. It is now 106 in my home and my pets are suffering from heat exhaustion. I will be paying the bill at midnight but will Not get power hooked up until after 8:30 tomorrow. I will have to pay a reconnect fee even though I have a 670 cash deposit alabama power has held since 2017. Ridiculous and negligent on their part to cut off power in heat like this. I believe they are close to violating utility guidelines. It seems dishonest of them, cutting the power just prior to the heat index going up, even though they were aware of the dangerous temps for today and the rest of the week. Can anything be done?Business response
06/29/2022
Alabama Power has resolved issue with customer.Initial Complaint
06/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My father ******* ****** ** died 2/21/21 and his identity was compromised. My father had an autopsy performed so he didn't have a death certificate printed until after May 2021. My father owns multiple homes, and all of the accounts were compromised. We contacted the company and let them know that my brother and I are the only next to kin. I had my brother appointed Executor of my fathers estate. We didn't authorize any changes or payments that were made from my fathers account to this company. Anything that was done after 2/21/21 is fraudulent and wasn't approved through our estate.Business response
06/23/2022
We have been in contact with this consumer. This case requires an ongoing investigation. We are working closely with the consumer to resolve this case.Initial Complaint
05/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I made a payment arrangement and then spoke to Alabama power about having the payment automatically draft from my bank account. Apparently it didn't go that way because my power was turned off and they added a $** fee. I had to go in and manually submit the payment. This wouldn't have happened had the payment automatically processed as discussed. I contacted Alabama power on 5/25/22 about this issue and was given attitude and 25 minutes of on and off holding with the rep doing everything but transferring me to a supervisor like I asked to start with. I'm frustrated and will not be talked to like I'm 4 by a representative who could not comprehend the extremely clear English I was speaking.Business response
06/15/2022
This issue has been resolved in the local office with the manager.Customer response
06/15/2022
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,
****** *****Initial Complaint
04/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm leasing a house on at **** ********** **** and I tried to get my electric service turned on and the electric company told me that until the previous occupant who is deceased pays their bill I couldn't have electric service. I want a resident at the time. I don't owe the bill. I don't understand the problem. The man had passed on.Business response
05/16/2022
We have followed up with the owner of this property **** ********** ** ********, AL *****. They have decided to terminate the lease for ****** ******* until the owner can work out arrangements for previous bill that is owed to Alabama Power.Initial Complaint
04/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
They turned my lights off 2 months in a roll and they continue to give me reconnect fees. It's only the bill for April that needs to be paid. I normally always pay my bill at the end of the month when I get paid. I have had several surgeries and the man from Alabama Power said it don't matter we can disconnect at anytime. I am Lost I can't afford to just give money away which means that I will have *** In reconnection fees. They are taking advantage of people by doing this.Business response
05/03/2022
I spoke to Ms. ******* on Friday, April 27th in response to her complaint. I explained our collections procedures to Ms. ******* and she said she understood. She stated that she had surgery and the last thing she could think about is whether or not she paid her power bill. I explained to her that each time service is interrupted, a reconnect fee will apply. Ms. ******* said she understood. She stated that in the further, she will either make payments on time or have an arrangement in place to avoid having service interrupted.Customer response
05/03/2022
Complaint: ********
I am rejecting this response because: My account was never in the collection status. She said I should have gotten a letter that I did not receive.
Sincerely,
******** *******Initial Complaint
04/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Alabama power had left me and my wife without power for the last seven days, after several attempts with them to work out a solution to my last due bills. I explained that I haven't been working full time and as a contractor I was waiting in Payment from a client to be able to pay said bills. They refused to accept anything less than total payment to reconnect power. I accept that I owe the bill but I have tried to offer a payment schedule that I can meet that would have paid the complete amount by the end of April. This was not good enuff. I even pointed out that my wife was disabled and that thier own policy stated that they would not cut the power off to someone that was disabled they denied that the policy existed. I'm always willing to pay what I owe but I feel that since I have been down on my luck for awhile that they think I am just trying to not pay my bill. Either way I'm sure that they have more customers than myself that owe more than I do and have govt subsidized people they help. I'm just asking to find a solution to this problem so I can get back on my feetBusiness response
04/26/2022
Alabama Power has contacted ****** *****. Per Mr. ***** this issue has been resolved.
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Customer Complaints Summary
107 total complaints in the last 3 years.
47 complaints closed in the last 12 months.