ComplaintsforAlabama Power
Electric Companies
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have had 4 payments for my power bill not process due to issues with alabama power's payment processing company, **********. They have taken my money and not applied it to my account for days, in one case weeks, causing me to have to pay it twice to avoid disconnection of my service. Once my power WAS disconnected, and they sent me notice of danger of disconnection all of 15 minutes before they shut it off. I had to pay the bill twice on that occasion too. This weekend I could not pay my bill at all for three days, I've finally gotten it to process and it is not applied to my account again. Customer service tells me they can't assist me, transfers me to ********** who also says they can't assist me, or simply hangs up on me. I know it is not the customer service representatives fault so I have tried to express my frustration as calmly as possible but this is ridiculous. We're in the middle of a heat advisory in August in Alabama. I cannot have my power cut off due to a reoccurring processing error.Business response
08/22/2024
We have reached out to the customer multiple times over the last two weeks and have not been able to leave a message due to the voice mail is full. We have pulled the records for the payments processed on the account and will be glad to discuss the issues if the customer will contact us.Initial Complaint
01/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Usually my power bill is about 200 dollars a month roughly. This month I am being charged 573 dollars and I haven't changed my power usage. This is ridiculous being that I live in a 2 bedroom 2 bath single wide trailer with just me and my wife.Business response
02/05/2024
We have spoken with Mr. *** giving him a breakdown of his bill and advised that the $573 was a multiple month bill. We have made arrangements to work with customer on paying this bill.Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Alabama Power consistently overcharges for power bill prices. We had a roommate move out during the last month, with our thermostat steadily at 66 throughout December. The power usage somehow says there was a 40% increase in our usage for the month. This is not the first time this has happened with Alabama Power, and it won't be the last. They're corrupt ** *** *****Business response
01/22/2024
Spoke with Mr. ********. Shared energy saving tips and My Power Usage tool to help him monitor his daily energy usage. Customer was satisfied.Initial Complaint
12/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My power bill has been outrageous. To the point of me having to decide between groceries or having my power cut off. Initially I went online looking at resources on the website & then called in. Somewhere along the lines before talking to the rep I got signed up for flat rate billing. This was not wanted. I spoke to a rep immediately after that happened regarding my bill & she told me it was just how hot it was outside & that my next bill was already less. She also gave me tips on how to make my bill decrease in the months to come. I received my next bill & it was $392. Less but still quite high. Then the following month I got a letter on ***** discussing this flat rate bill & how I was signed up for $392 over the next 12 months. I can not afford that & did not know I was under this agreement so I immediately called in. There is no issue canceling however they let me know my past bill & current would have only been 200 something however I have to pay $392 for both. I am having to make arrangements and this is a huge hardship. I didn't know I was under this agreement, I had no signed anything & in no way did I benefit from this. I am asking for both bills to be corrected & Mr. W****** w/ AL Power let me know they do not correct bills. I was absolutely devastated & he is probably one of the rudest people I have ever encountered. This is robbery. I am being forced to pay them additional money & received nothing from it. I am only asking to pay what I would owe as again I did not sign anything regarding me agreeing to any of this.Customer response
12/04/2023
Customer Name: ******** ****** ******
Account Number: ***********
Letter received ***** regarding account being signed up for flat rate billing
******** Called AL power & got nowhere with rep so asked for management. A Mr. W****** called me that same evening.
Amount: $392.54 for 2 months.Business response
12/05/2023
We have spoken with Mrs. ****** and we are working with her to make adjustments to her account where the rate was changed in error through automated phone process. We will follow up with Mrs. ****** once the adjustments are made.Customer response
12/05/2023
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. I went through multiple channels before filing my complaint and think having to take this measure to get assistance is unacceptable. Happy with the end result but a lot of extra stress caused for no reason.
Sincerely,
******** ******Initial Complaint
11/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Alabama Power has had MY power cutt off for 4 to 5 years now and they refuse to work with me and refuse to turn my power back on until I pay 4500.00 dollars in full I drawl monthly check ssdi 1400.00 a month there's no way I can pay that amount in full I have Sum money to pay towards the bill but it's impossible for me to come up with that amount 4500.00 there asking to pay in full they say I stole power but did not plz help me get this bill down to a reasonable amount were I can get my power restored I owe 350 dollars on bill the rest is charges they made up plz help me get this bill reduced to reasonable amount were I can have my power restored thank u my phone number ************Business response
11/14/2023
Representatives from Alabama Power have spoken with the customer and explained the charges. Settlement has been made and we have received application for new service and orders have been issued.Business response
12/04/2023
Service has been provided to the customer.Initial Complaint
10/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made an online payment through ******* Bank to pay a bill with Alabama Power and without my consent was enrolled in auto payment/paperless billing which does not provide a bill/statement to show the monthly amount due and due date. I called and visited Alabama Power and ******* Bank local locations and neither was able to help remove the paperless billing so I could get a statement in the mail. I have called and remaining on hold currently with Alabama Power to try and get a paper monthly statement sent each month, but they refuse and say it was signed over to a 3rd party. I asked who this 3rd party is and who would have signed but receive no response. Currently, I am not receiving any bills either electronic or through mail. I prefer mail for these very reasons but Alabama Power has been unable to provide a statement through any means repeated the line that it was signed over to a 3rd party. How can I be expected to know what to pay and when? The only notification I get currently that a bill is due is when I'm late and they want late fees as well which is shady business practice at best. I am not an expert in law, but it would seem they would be obligated to ensure a statement is provided and accurate.Business response
10/25/2023
The account was enrolled in paperless billing through a 3rd party on ****2023. Since this process was not handled through our system, we did not have the ability to remove it. Since we were unable to remove it, any efforts to send the customer a copy of the statement also went through the same paperless process. The account was removed from the paperless process through the 3rd party on *****-2023. We followed up to confirm that paperless had been removed from the account and we have mailed duplicate copies of all the bills since ***-2023.Initial Complaint
09/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I just moved back to Alabama ***** ****** * ***** ** *********** *** ** ***** *** ******** I called to transfer power at ** ********* ** ****** **** Alabama power into my name. They informed me I owe $28.00 from 1999. A 25 year old bill but also said I paid in May and June of 1999. I had Service Cut off June **** 1999. I paid in full what I owed. I moved out of state. Now they said I have a bill for $28.00, if I knew that I would have paid it. I was settled with them far as I knew and I cannot pay for something I do not owe. Now they want $330.00 deposit today because of that bill. They said I don't have to pay the bill but I must put a big deposit down instead. This is ridiculous and I am going to fight this. I have excellent credit. But because there 25 year old bill they say I owe. This is like punishing someone. They say I don't have to pay the bill. However if you don't have to pay a 25 year old bill why do I have to have a big deposit with my excellent credit? I mean I was in my 30's and wasn't like I didn't at AP the bills they sent. I would really like your help to get this resolved this is not fair and $330 deposit for someone that's worked hard on their credit to have a score of 826 over the years.Customer response
10/10/2023
Yes like I said, BBB did contact AP. They AP the ****** ****** *** ********** called me and resolved it. Thank you. I even did a review on **** *******. I sent you the mail you sent a link to do a review for you.
a ***** was her name that sent it from the BBB.
Other than that I hope you find it. If not when I get settled I will see if I can find it. If not I will look on my phone and repost it, as I stated I'm packing and moving right now.
You got me results! thanks!***** ****
Initial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have tried multiple times through phone and online chat to reach Alabama Power. No one answers after an hour or more on either platform. I have questions about my billing and need someone to contact me so I can resolve my issue.Business response
09/12/2023
We have reached out to Mr. ******** and have responded to his request for information concerning his account.Customer response
09/12/2023
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,
****** ********Initial Complaint
03/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Good morning, I have been submitting payments using my debit cards and credit cards since ******** **,2022. However, after verification the funds were withdrawn from ***** ***** ****. I'm still being charged late fees as if the payments weren't successful. Even though they are applied to my Alabama power account the past five months.Business response
03/21/2023
Mr. ******** agreed to contact his bank to find out why payments he made in February and March were returned.Initial Complaint
10/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
My name was used to transfer utlities into another person name while taking my name off of the utlities while living at the ******* ******* address.Business response
11/21/2022
Business Response /* (1000, 5, 2022/10/26) */ We have spoken to Ms. ***** and communicated how and why the account was closed - unfortunately, we are not in agreement. Consumer Response /* (3000, 9, 2022/11/04) */ I do not agree with Alabama Power Response. The utilities were transferred into the landlords name without my permission. The landlord did not fill out a landlord agreement with Alabama Power to transfer utlities out of my name. When you are a landlord in Alabama, Alabama Power requires a landlord to fill out the landlord transfer utlities form with Alabama Power before Alabama Power will put the utlities into a landlord name. Business Response /* (4000, 11, 2022/11/07) */ We have communicated how and why the account was closed - unfortunately, we are not in agreement.
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Customer Complaints Summary
14 total complaints in the last 3 years.
10 complaints closed in the last 12 months.