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Electric Companies
Alabama Power CompanyThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our power has been going out every week for the last few weeks; there is no good reason for this to happen.Business response
12/10/2024
The appropriate department has reached out to the customer and satisfied the complaint.Customer response
12/10/2024
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.A local manager contacted me and did a wonderful job of explaining each recent outage and offered to investigate any future problems with my service.
I appreciate the prompt and thorough response!
Sincerely,
****** *******Initial Complaint
12/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My husband and I have contacted Alabama power to set 2 new poles to our home on 6/14/24. We paid approximately $650 for the job to be done in September,2024 and it is still incomplete. We now have our new modular home on our property and our mobile home company cannot start working on the inside of our home until power is hooked up to the new home. Every time we contact the engineer he says, they were busy and promises us a new date of completion. Then it doesnt get done, on that date so we repeat the process.Business response
12/06/2024
I spoke with distribution specialist, *****, regarding the new service at *******************************************. He stated customer made application for service six months ago for a new double wide mobile home. ***** explained to the customer they would not set poles until the doublewide was delivered because they are required to show two signs of permanency and so the poles would not be in the way of crew delivering doublewide. ******** ***** texted ***** on November 16th and stated doublewide would be delivered on November 25. On November 25th customer texted ***** back and stated they were only able to deliver half the home on that day and would deliver the other half on November 26th.Customer tried to contact ***** on Friday, November 29th but the office was closed due to a holiday. Poles were set on Monday, December 2nd.The mobile home did not have siding on the home where meter can was to be installed and also did not have conduit installed so they were unable to set the meter. Customer chose to install conduit themselves and meter can not be installed until conduit is completed. Distribution Specialist reached back out to customer on 12/5/2024 to see when the conduit would be installed and customer stated it would be Monday or Tuesday of next week.Customer response
12/06/2024
Complaint: 22618303
I am rejecting this response because:
They did come set poles for the new line. However, the underground wire still needs to be ran. The workers for the new home will not be able to fix anything or put siding on the side of the home until power is ran to the home so they can use their tools. The back and front of the home are already covered in vinyl siding. Therefore the meter for the underground wire needs to be set on the backside of the home.
Sincerely,
****** *****Initial Complaint
09/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company is charging ridiculous amounts of energy charges from July ****** until October ******. I've contacted the company six times for explanation of chages with no resolution in sight.Business response
09/27/2024
*** spoke with customer and reviewed usage history and contributing factors for increase. Complaint resolved.Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My power was disconnected without notification No entry into garage to house Anxiety and nervous about other ways to enter house Not able to use breathing machine Food spoiling I was told could not be reconnected until next day - no time frame Unable to enroll in auto pay On line service terrible No sensitivity to customers If we are informed via text phone call or mail as a courtesy reminder I and other customers will pay No one wants to put their lives in danger This is not rightBusiness response
09/26/2024
We have attempted to contact the customer but the voicemail box was full. A monthly bill generated on 7/18/24 and no payment was received. The next bill generated on 8/19/24 with two months balance. Since this was a double bill, a Disconnect Notice was included on the bill stating if the balance was not paid by 9/3/24, the electric service may be disconnected without further notice.However, an automated courtesy call was scheduled on 9/10/24 and there was no answer before the answering machine picked up. An order was issued to disconnect service for non-payment on 9/12/24 but was not completed until the morning of 9/17/24. Once the service was completed, another automated courtesy call was scheduled to notify the customer that the ********************** was disconnected due to non-payment but there was no answer and the answering machine picked up. The customer called in after 7:00 p.m. and made a payment.
A mail attempt and two phone attempts were made to the customer but there was no answer or response. Any reconnect orders received after 7:00 p.m. are not worked until the following business day so the power was reconnected on the morning of 9/18/24.Initial Complaint
09/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
(4/1/2020) let me start by saying whats the point in making hard for the people. No one understands the bills are prepaid. Why not make it free for the people. You keep charging us when its not even safe to have.Business response
09/23/2024
Unclear what the question or request is for this inquiry. Please verify what this inquiry is in reference to.Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called Alabama Power yesterday around 9am to see if I could have at least until the end of day yesterday to make payment as I was expecting my check to hit my bank around noon. The lady was very rude about the whole situation and refused to listen to anything I had to say. She demanded full payment immediately even after I tried to explain to her that I would make payment soon as my check hits the bank with the next few hours. I told her I had three children in the home and we were all getting over sickness but she popped off and told me that it wasnt her problem and sure enough she flipped the switch on my power before I even had time to hang up the phone. Very very rude and heartless.Business response
09/16/2024
Upon reviewing the recorded call made from *************** to APC on 9-10-24 between 9:00 am to 9:10 am we were able to verify that the service at ******************************************* was scheduled to be cut the same morning for a balance of $1148.42. Arrangements had been made to pay the full balance on 9-9-2024. There was no payment made on the account.
We advised the customer that an order was already out to disconnect the service for nonpayment. We advised that a minimum of $620 would need to be paid on the balance to remove the account from collections. *************** advised she was waiting on a check that should come in any day. We apologized to *************** and offered to provide her with the phone number of local agency that she could reach out to for assistance in helping pay the bill.We provided *************** with multiple phone numbers and then she thanked us and disconnected the call.
The employee who spoke with *************** does not have access or ability to switch off the power through our collection process. The order to cut the service was already pending as *************** was advised.
At no point in the conversation did we advise *************** that it was not our problem or rude in a way.Initial Complaint
09/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Requesting help to receive Power Service to my Mobile HomeBusiness response
09/26/2024
Upon reaching the customer, APC learned that this matter has been resolved. No further action is needed.Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a payment online to Alabama for my July bill of $270.96. During my routine bank account check, I noticed a $270.96 from Telepay Alabamatelepay, ******,Texas cable and satellite dated August 5th. And as I go farther up I see Alabama Power $270.96 was also taken out of my bank account. I was relieved that I did make the payment to Alabama Power because I know its due any time. So when I went to my bank I should the gentleman behind the counter that there was a $270.96 taken out of my account and also showed him another $279.96 taken out of my account to **********************. I asked the gentleman behind the counter at my bank that I do not know or familiar with Alabamatelepay Dallas,Texas cables and satellite and want to dispute this payment that was taken from my account and my bank did as I requested. The $270.96 was returned to my account. Yesterday August 22, I received a letter from Alabama Power charging me $20.00 for returned payment charge to be added to my account. But when I call the *************, I was informed you have nothing due at this time and a payment for $541.92 was received. I only owe Alabama Power $270.96 for the month of July.Business response
08/23/2024
The payment made for the last five months have been made online with a bank account. When the payment was made on 7-4-2024 in the amount of $260.97 the customer also enrolled the account to be automatically drafted from this bank account. An email was sent on 7-4 advising that the next months bill would draft between the dates of August 6th-August 9th. When the account billed on 7-24-2024 there was a notice on the paper bill that the payment would be drafted on August 7th. The payment of $270.96 was drafted from the bank account on August 7th. This payment would have showed up on the bank statement as Alabama Power.
On 8-5-2024,a payment was made online with a debit card which is processed through Bill ************* When a payment is processed with a debit card through Bill ****** it will show as Alabama Power Telepay. When an account is already going through the bank draft process a payment of another source will not change or stop the bank draft process.
The payment on made with the debit card on 8-5-2024 was returned due to the customer did not authorize payment, generating the return payment item. The account was charged a $20 fee for this return. We processed a one-time credit for the $20 fee and the account was removed from automatic draft payments on the bank account on *********. We have tried to contact the customer but have been unable to reach them currently.Initial Complaint
08/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I've been over charged on my electricity bill for the past four months, my air conditioner is always on energy save and is not on when I'm not home. I live alone, in a duplex 1bedroom and 1 bathroom, I'm also a senior citizen. I'm only home after 6pm , five days a week, due to my work schedule.I have requested that my meter be checked/read, to date no one has come to read it. I have not received any satisfaction when I contact Al Power, nor will they let me speak to a supervisor regarding my concerns.Business response
08/16/2024
We have reached out to the consumer and discussed billing and energy saving tips.Despite the extreme temperatures and heat advisories we had in July, the consumers usage and bill was lower than last July. We have taken action to ensure the equipment we provide for this service is performing accurately and we have reviewed the account to confirm we are billing by the rules and guidelines of the Alabama ************** Commission.Initial Complaint
08/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We are trying to get our power connected, and have supplied all of the documentation over 10 days ago.Alabama Power is requesting payment from prior renters bill from the previous owner before connecting the power.We have tried calling Alabama Power four times this week and have been on hold for over 30 minutes each time and no one answers. We have sent emails and no response.We need the power turned on without paying prior tenants bill!!Help!!Business response
08/22/2024
We have left several messages for the customer but have not been able to speak with him at this time. The customer has spoken with our **************** and the service has been connected. ************** is welcome to call us at the number that was left on his voicemail.
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Customer Complaints Summary
101 total complaints in the last 3 years.
41 complaints closed in the last 12 months.
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