Complaints

This profile includes complaints for Alabama Power Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alabama Power Company

  600 18th St N Birmingham, AL 35203-2206

  
• 

  Alabama Power Company

  PO Box 2641 Birmingham, AL 35291-0001

  
• 

  Alabama Power Company

  (even Range 64900 - 64998) Highway 9 Goodwater, AL 35072-5598

  
• 

  Alabama Power Company

  6396 Airport Blvd Mobile, AL 36608-3130

  
• 

  Alabama Power Company

  PO Box 2247 Mobile, AL 36652-2247

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Alabama Power on 6/24/2025 to request information on getting power to a building we are planning on putting up on my parents' property to be used as a home office and storage. It took me 3 additional calls to finally get someone out, and they finally came out on the 7/15 to see what would be needed. We have two potential places we were looking at placing the building and one is more ideal for my parents as its behind their house, and the other is in the front yard, but near an existing power pole. The engineer was pleasant and looked at both spots and said she would get with me on 7/17 with a price of putting a power pole up and roughly 100 feet of cable for the more ideal spot for the building. It is now 7/22 and I have not heard a word, and I have called her multiple times and called the 1800 number again today seeking answer and they had none and could not get a hold of her either, they did email her. I have stated from the start we are time crunch since we have ordered the building, and it is now expected to be delivered on July 29th, and we do not know where to place the building. This is unacceptable as a person who is trying to become a customer and for my parents who are longtime customers.

  

  Business Response

  Date: 07/31/2025

  Our engineer met with this customer on 7/25/25. We were able to offer options for the customer and reached an agreement to proceed with getting service to the building.

  Customer Answer

  Date: 07/31/2025

  Yes, I accept.

• Initial Complaint

  Date:07/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going thru a divorce my husband who is the primary name on the account besides me is in jail. He has no access to a phone. His Aunt ***** ******* took it up on herself pretending she is ********* ****** calling in to have the power disconnected. Nothing was verified. I had to leave work forced to pay a deposit to have the power put in my name. Even though the other account had my name on it

  

  Business Response

  Date: 07/23/2025

  We have spoken with Mrs. ****** and made adjustments to the account regarding the fee and the deposit due to family member closing out the account in her spouses name. Mrs. ****** is welcome to reach out to us if she has any further issues regarding this situation with her account. 
  

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for payment arrangement reminders, did not receive them, and now have to pay a reconnected fee on my next bill. This is not the first time it has happened and its frustrating to have to pay not only the entire bill at once, but a fee on the next bill when I was never reminded. I signed up for ********* to prevent this. I get other reminders, just not the ones of arrangements which makes me feel like this company does it on purpose to get more money. When I reached out to them I was advised that they cannot help me due to the fact that the arrangement is my responsibility, however I where is the accountability on their part? Why offer arrangement reminders if you are not going to give them. Then you disconnect the service and call right away to let me know that the service is off. Why can the company not make the call before disconnecting? I am highly upset and disappointed in how the situation was handled. I asked for the fee to be waived this time since it was not my fault and since I havent had it waived in the past and they refused

  

  Business Response

  Date: 07/22/2025

   

  Alabama Power has spoken with the customer and reached an agreement to resolve their concern. 

  
  

  Customer Answer

  Date: 07/23/2025

   
  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

  Date:06/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I left the property in Feb.2024 ***********************************I called Alabama power to let them know to turn the power off but instead they left it running and then trying to charge me almost $****** asking for help to solve this issue because Im trying to move and its becoming a problem. Was not told it would go to collections but now its on my credit report

  

  Business Response

  Date: 06/12/2025

  I spoke with Mr. ****** on Wednesday 6/11/25. We reviewed the bill and he understands that he does owe the final bill amount of $727.98. The last payment received was 12/28/23 and the account closed on 3/8/24. Mr. ****** advised that he will be moving soon and discovered the final bill amount of $727.98 has been transferred to a collection agency. I advised that we made several attempts to contact him prior to transferring the bill. I advised that when he is ready to establish service for his new home, I will be happy to set up an arrangement for this balance that will allow him to pay it off in $100 increments. Mr. ****** was happy with this resolution. 
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on budget billing for several years with no problem. **** would fluctuate a couple times a year, then go back to the flat rate. I noticed around February 2023, my bill started rising more than normal. I called several times and each person gave a different reason why this happened. I sent an email. Also got another watered down answer. Looking over some of my past bills that I still have, the usage was higher at times, but the bill was lower. Now, since the last couple of years, my bill has doubled. For years, my bill was below 200 dollars. Then it was steady around the low 200 mark for a good while. Then all of a sudden it has gone up and up and is now over 400 dollars. I can't afford this. Even with my usage down, it's still ridiculously high. This is absolute greed and something needs to be done. I sent in bills to show my usage over the years and how my bill has gone up tremendously. My house is only around 1300 sq ft. So there is no reason for my bill to be this high. I have the heat and air people out on my scheduled visits. Everything is working properly. I keep my thermostat on 83 and is set on auto, so it can turn off and isn't constantly running. I want something done about this. I have other bills to pay. I'm middle aged and tired. I shouldn't, nor do I want to work 2 jobs again just to keep the lights on. Also, my power goes out at the drop of a hat. On stormy days when it's thundering and lightning, it's fine. On sunny days, it goes out for several hours. I've called and complained, but always get some bs answer. I've requested someone to come out and check my block. The last couple of times the power went out, including tonight, it only seems to be my house, the neighbor to the right of me and the cul de sac up the hill in front of us. Everyone else is still on. I seriously doubt if all those people have generac. This needs to be investigated to see what's going on. More importantly, my bill needs to be investigated.

  

  Business Response

  Date: 05/23/2025

  Spoke to Mrs. ******* at 3:04 pm, 5/23/25..advised we are researching her complaint and will reach out to her by Tuesday, 5/27 to address her concerns. Mrs. ******* was very pleasant and said she would look forward to speaking next week.

  Customer Answer

  Date: 05/27/2025

   
  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 accept. Thank you

  
  
  

  
  
  Sincerely,
  
  ****** Mcchard

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, I have setup a payment arrangement with Alabama Power headquarters ****************************************** on Friday May ******* at 3:00pm. The current balance of $554.00 will be paid in split payment arrangements for $240.00 onJune ****** at 10:00am . The remaining $322.00 on June ******* at 10:******* case device is interrupted I have the confirmation number honoring both arrangements.

  

  Business Response

  Date: 05/19/2025

  Hello,

  We are indeed showing an arrangement on this customer's account to have the balance of $554.93 paid by June 10, 2025.  His due date is June 2, 2025 and his account has been noted  that he will pay $240 on June 2, 2025 and $322.93 on June 10, 2025.  His arrangement is confirmed.

  Thanks,

  Alabama Power

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It began when our power was removed from our home to begin remodeling work. The meter was removed and went back to the warehouse. They charged me for power. The rude representative said maybe I should have paid my bill. I requested an investigation. The meter was still moving while it was sitting on the shelf so they charged me. Finally got a refund. We used a generator and then AP required us to get a temporary power pole (cost us $675). They started a new account and we did not know it. Got a notice that they were going to shut off our power if we did not pay. We were on autopay and have been a good customer for 17 years. Then, requested a review of the account because it was so high. Same excuse...hot summer...it is always a hot summer. After months and months, finally learned why our bills were so high (left numerous messages). They were charging us a commercial rate but we are a residential and there was no builder involved. No one had ever heard of that. When I asked how they can charge a commercial rate without our knowledge when we are a residential and not a business, the response was, "We can." This dragged on for months because AP kept changing how they wanted us to have the exterior wires, which was a delay, and the electrician was busy and could not drop what he was doing to come out to change it again. The commercial rate is 3 times the residential rate. Oh, and, we have another account. Three accounts and I could not log-in to any of them! You can't talk to anyone at the office as you have to go through the ************** and explain it to the customer representative who will eventually connect you to the ***************** I waited between ***** minutes each time. Every time I was transferred, I left a message. I have well documented details (phone records if needed as proof) and would like to talk to someone. I do NOT want to talk to ****** Ellis *******

  

  Business Response

  Date: 05/15/2025

  We have made contact with the customer to discuss this situation.  We have advised the customer of what we can do to correct the issue. 

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated Billing Abuse, Reconnection Loops, and Overcharging Dear BBB, I am filing this complaint against Alabama Power due to ongoing, repeated ****ing abuse that has caused significant hardship for me and my family. Since opening my account, I have been in a continuous cycle where my power is shut off multiple timeseven after making full payments. I am repeatedly forced to pay large amounts just to have my service restored, only to receive ****s later that include the same charges all over again. My concerns include the following:1. Reconnection loop abuse: I have paid in full during disconnections multiple times, yet the same past-due balances and reconnection fees continue to appear month after month. 2. $362 Return Item charges have shown up repeatedly, without proper explanation or acknowledgment of my payments. 3. Multiple reconnection fees ($50 each) are being charged again and again within short timeframes, even though service was just restored. 4. Payments not reflecting on the balance: Despite paying amounts like $1,000 in April 2025, my **** showed little or no reduction and then increased again.5. Unusually high ****s with inconsistent energy usage chargessuggesting errors or inflation of costs.I have reached the point where my power is disconnected, I pay to get it turned back on, and then the next **** says I still owe the same or even more. This is unacceptable. It has created a financial crisis and placed me and my children in a constant state of instabilitydespite doing my part to pay what I owe.I am requesting: A full investigation and audit of my account from the beginning of service.I am demanding for my power to be restored immediately. I want to be compensated for my groceries bring spoiled l. Reversal of duplicate or improper charges.A stop to the cycle of unjust shutoff.Please help me hold Alabama Power accountable. I can provide copies of all ****s, payments, and activity logs to support this claim.

  

  Business Response

  Date: 05/05/2025

  Reviewed the customers billing and payments with her from the date the account opened to the present.  Also, mailed the customer the activity statement with the same information.  

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being wrongfully charged as I have never applied for lights in the state of Alabama. I contested this information on my credit report, and it is now effecting a ****** deposit for a bill I was unaware of because I never had service.

  

  Business Response

  Date: 04/16/2025

  ******** **** has had service at multiple locations at ******* and Alabama Power since 6-14-2010.  From 10-19-2011 until 02-20-13, the same phone number was used for the customer on multiple accounts in Sherikia Boyds name over this time.
  
  This phone number was used to verify customer information and establish the service on 7-5-2012 for the Alabama Power Company account that currently has a charged off balance.  This phone number was used on this account from 7-5-2012 until 2-20-2013 when it was updated to a new number. Customer called in on 4-26-2013 after the account was cut for nonpayment . At this time,the social security number was verified, and she requested the service to be disconnected,and the bill sent the address where the service was disconnected.
  
  The customer was again advised of this outstanding balance when applying for service at a new location on 11-21-2013 when again applying for new service in *******.  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We consistently have power outages in the area I live in. There's never a phone call from a human being. The customer service rarely answers unless you want to push every button on your phone to finally get someone. The typically excuse we get for power outages is "a tree has fallen on the line" via a text message. I don't understand with the amount of money we pay for service there's ZERO prevention for fallen trees. My power goes out at least 3-4 times a month and ONLY AFTER a storm passes through does our power go out. Sometimes for as long as 3 days. I'm absolutely shocked no one else has complained about this company. I've even reached out to Governor ****, and no shock to me, no one in her office answers nor do they return phone calls. I just want my service to stay on, especially after they have hiked up my power bill twice! The AUDACITY!

  

  Business Response

  Date: 04/10/2025

  I reached out to the consumer on 4/3/25 and left a voice mail message with return call information. After no response, I made another attempt to contact the consumer today. I was able to speak with him and provide details regarding the outages. I also advised him this feeder is currently going through its routine tree trimming cycle and this should help with the tree issues.