{"id":"alabama-power","page":"https://escalate.alexgaoth.com/#/c/alabama-power","html":"https://escalate.alexgaoth.com/c/alabama-power/","generated":"2026-10-15","company":{"id":"alabama-power","name":"Alabama Power","aliases":["Alabama Power Company"],"sector":"utility","parent":"Southern Company","website":"https://www.alabamapower.com","account_url":"https://customerservice2.southerncompany.com/Login?mnuOpCo=APC","notes":"Electric utility for most of Alabama. Regulated by the Alabama Public Service Commission, which approves Alabama Power's Rules and Regulations for Electric Service. Online account and contact forms run on Southern Company's customer service site.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report outages and emergencies","value":"+1-800-888-2726","hours":"24/7","purposes":["service_outage"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to APCOUT (272688) to report an outage","value":"272688","purposes":["service_outage"],"notes":"Text ENROLL to the same number to sign up for outage alerts.","source":"https://www.alabamapower.com/news/company/find-out-all-the-ways-we-serve-you.html","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"},{"id":"payment-assistance-page","type":"portal","label":"Payment assistance programs","value":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"},{"id":"project-share-phone","type":"phone","label":"Project SHARE applications (The Salvation Army, for customers 60 or older or disabled)","value":"+1-205-328-2420","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint","channel":"contact-form"},{"rung":"state_agency","agency_kind":"utility_commission","note":"Alabama Public Service Commission."},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"billing_error","summary":"Ask for a meter test; it is free if the meter was not tested in the last 12 months, and a meter off by more than 2% gets up to 36 months of adjustment.","evidence":["the bill","meter readings","earlier bills","date of the last meter test if known"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a correction.","channel":"customer-service-phone"},{"do":"Ask for a meter test. Ask when the meter was last tested so you know whether the $40 charge can apply.","channel":"customer-service-phone"},{"do":"If the test shows more than 2% error, ask for the bill adjustment and choose a bill credit or a lump-sum refund."},{"do":"If not resolved, ask for a supervisor, then complain to the Alabama Public Service Commission."}],"facts":[{"kind":"fee","claim":"Alabama Power tests a meter on request at no charge if it has not tested that meter in the 12 months before the request. For a more frequent test, the charge is $40.00 if the meter tests within range.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"A meter is accurate if within two percent (2%) fast or slow. Otherwise Alabama Power adjusts billing for the most recent thirty-six (36) month period at most.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Refunds for a fast meter are made as a credit on the next bill or as a lump sum within forty-five (45) days of confirmation of inaccurate billing, by mutual agreement.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a meter cannot be read on the scheduled date, Alabama Power estimates the month's use from the customer's usage in previous months.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"}]},{"issue":"disconnection","summary":"Ask for an extension before the notice expires; extreme weather and certified life support equipment postpone residential disconnection.","evidence":["disconnection notice","account number","physician verification of life support equipment if it applies"],"steps":[{"do":"Call before the due date and ask for an extension of time to pay.","channel":"customer-service-phone"},{"do":"If someone uses life support equipment, ask for life support status. Alabama Power may ask for a certified statement and then asks the physician to verify.","channel":"customer-service-phone"},{"do":"Ask Alabama Power in writing to record age or disability, so it makes special efforts to contact you before disconnection, and add a third party to receive copies of disconnect notices."},{"do":"Apply for Project SHARE or other assistance.","channel":"payment-assistance-page"}],"facts":[{"kind":"deadline","claim":"Alabama Power gives at least five (5) calendar days' written notice before disconnecting for a delinquent bill. The customer can pay the full delinquent amount at any time before the actual disconnection.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"No service is disconnected for nonpayment after 3:30 p.m. on a day before a day when Alabama Power's office is closed.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power postpones residential disconnection for nonpayment during extreme weather, including a forecast of 32 degrees F or below, 98 degrees F or above, or a National Weather Service or Health Department heat advisory.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power temporarily postpones residential disconnection for nonpayment when a physician has verified in writing that the household needs life support equipment (a medical device run 24 hours a day to avoid loss of life).","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"Reconnection after disconnection for nonpayment costs $50.00 during normal business hours and $75.00 after hours, weekends and holidays. The late fee is the greater of 1.5% of the delinquent amount or $2.00.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Customers who receive SSI or Medicaid for Low Income Families (MLIF) may save $14.50 each month on their power bill.","issues":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}]},{"issue":"deposit_refund","summary":"Residential deposits come back as a bill credit after a good payment record, or on the final bill.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"Ask customer service when the deposit and interest will be credited. Quote Rule 2.3 of the Rules and Regulations.","channel":"customer-service-phone"},{"do":"After closing the account, check that the deposit plus interest, less amounts owed, was paid."}],"facts":[{"kind":"limit","claim":"The residential deposit is twice the average monthly bill for the residence, and is required only when credit is not established.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Rules and Regulations refund a residential deposit plus interest as a bill credit after it has been held for twenty-four (24) months with no delinquent payments in the last twelve (12) months.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power's residential FAQ says a customer is eligible for a deposit refund, with interest, after 12 consecutive months of on-time payments.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report by phone, text or the app.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line or text OUT to APCOUT (272688).","channel":"outage-phone"}]}],"tips":[{"kind":"official","text":"The Rules and Regulations (deposit held 24 months) and the residential FAQ (12 months of on-time payments) give different deposit refund periods. Ask Alabama Power which one applies to the account.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}],"known_blockers":["The online contact form and account tools run on a JavaScript site that agents may not be able to use."],"official_domains":["alabamapower.com","southerncompany.com","southernco.com"],"security":{"never_asks":[{"kind":"policy","claim":"Alabama Power will never ask for immediate payment or for personal information, such as bank account details or credit card numbers, over the phone or by text.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never demand immediate payment at the door. Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"alabama-power","name":"Alabama Power","sector":"utility","website":"https://www.alabamapower.com","account_url":"https://customerservice2.southerncompany.com/Login?mnuOpCo=APC"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Ask for a meter test; it is free if the meter was not tested in the last 12 months, and a meter off by more than 2% gets up to 36 months of adjustment.","evidence":["the bill","meter readings","earlier bills","date of the last meter test if known"],"steps":[{"do":"Call customer service. Ask whether the reading was estimated and ask for a correction.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"do":"Ask for a meter test. Ask when the meter was last tested so you know whether the $40 charge can apply.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"do":"If the test shows more than 2% error, ask for the bill adjustment and choose a bill credit or a lump-sum refund."},{"do":"If not resolved, ask for a supervisor, then complain to the Alabama Public Service Commission."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Alabama Power tests a meter on request at no charge if it has not tested that meter in the 12 months before the request. For a more frequent test, the charge is $40.00 if the meter tests within range.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"A meter is accurate if within two percent (2%) fast or slow. Otherwise Alabama Power adjusts billing for the most recent thirty-six (36) month period at most.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Refunds for a fast meter are made as a credit on the next bill or as a lump sum within forty-five (45) days of confirmation of inaccurate billing, by mutual agreement.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"When a meter cannot be read on the scheduled date, Alabama Power estimates the month's use from the customer's usage in previous months.","issues":["billing_error"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Alabama Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The online contact form and account tools run on a JavaScript site that agents may not be able to use."],"security":{"official_domains":["alabamapower.com","southerncompany.com","southernco.com"],"never_asks":[{"kind":"policy","claim":"Alabama Power will never ask for immediate payment or for personal information, such as bank account details or credit card numbers, over the phone or by text.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never demand immediate payment at the door. Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":29},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 29 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for most of Alabama. Regulated by the Alabama Public Service Commission, which approves Alabama Power's Rules and Regulations for Electric Service. Online account and contact forms run on Southern Company's customer service site.","warnings":[]},"disconnection":{"company":{"id":"alabama-power","name":"Alabama Power","sector":"utility","website":"https://www.alabamapower.com","account_url":"https://customerservice2.southerncompany.com/Login?mnuOpCo=APC"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for an extension before the notice expires; extreme weather and certified life support equipment postpone residential disconnection.","evidence":["disconnection notice","account number","physician verification of life support equipment if it applies"],"steps":[{"do":"Call before the due date and ask for an extension of time to pay.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"do":"If someone uses life support equipment, ask for life support status. Alabama Power may ask for a certified statement and then asks the physician to verify.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"do":"Ask Alabama Power in writing to record age or disability, so it makes special efforts to contact you before disconnection, and add a third party to receive copies of disconnect notices."},{"do":"Apply for Project SHARE or other assistance.","channel":{"id":"payment-assistance-page","type":"portal","label":"Payment assistance programs","value":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"payment-assistance-page","type":"portal","label":"Payment assistance programs","value":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"},{"id":"project-share-phone","type":"phone","label":"Project SHARE applications (The Salvation Army, for customers 60 or older or disabled)","value":"+1-205-328-2420","purposes":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Alabama Power gives at least five (5) calendar days' written notice before disconnecting for a delinquent bill. The customer can pay the full delinquent amount at any time before the actual disconnection.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"No service is disconnected for nonpayment after 3:30 p.m. on a day before a day when Alabama Power's office is closed.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power postpones residential disconnection for nonpayment during extreme weather, including a forecast of 32 degrees F or below, 98 degrees F or above, or a National Weather Service or Health Department heat advisory.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power temporarily postpones residential disconnection for nonpayment when a physician has verified in writing that the household needs life support equipment (a medical device run 24 hours a day to avoid loss of life).","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"Reconnection after disconnection for nonpayment costs $50.00 during normal business hours and $75.00 after hours, weekends and holidays. The late fee is the greater of 1.5% of the delinquent amount or $2.00.","issues":["disconnection"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Customers who receive SSI or Medicaid for Low Income Families (MLIF) may save $14.50 each month on their power bill.","issues":["disconnection"],"source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Alabama Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The online contact form and account tools run on a JavaScript site that agents may not be able to use."],"security":{"official_domains":["alabamapower.com","southerncompany.com","southernco.com"],"never_asks":[{"kind":"policy","claim":"Alabama Power will never ask for immediate payment or for personal information, such as bank account details or credit card numbers, over the phone or by text.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never demand immediate payment at the door. Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":29},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 29 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for most of Alabama. Regulated by the Alabama Public Service Commission, which approves Alabama Power's Rules and Regulations for Electric Service. Online account and contact forms run on Southern Company's customer service site.","warnings":[]},"deposit_refund":{"company":{"id":"alabama-power","name":"Alabama Power","sector":"utility","website":"https://www.alabamapower.com","account_url":"https://customerservice2.southerncompany.com/Login?mnuOpCo=APC"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"Residential deposits come back as a bill credit after a good payment record, or on the final bill.","evidence":["deposit amount and date","payment history","final bill"],"steps":[{"do":"Ask customer service when the deposit and interest will be credited. Quote Rule 2.3 of the Rules and Regulations.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"do":"After closing the account, check that the deposit plus interest, less amounts owed, was paid."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"The residential deposit is twice the average monthly bill for the residence, and is required only when credit is not established.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Rules and Regulations refund a residential deposit plus interest as a bill credit after it has been held for twenty-four (24) months with no delinquent payments in the last twelve (12) months.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/content/dam/alabama-power/pdfs-docs/Rates/APCRulesRegulations.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power's residential FAQ says a customer is eligible for a deposit refund, with interest, after 12 consecutive months of on-time payments.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"The Rules and Regulations (deposit held 24 months) and the residential FAQ (12 months of on-time payments) give different deposit refund periods. Ask Alabama Power which one applies to the account.","issues":["deposit_refund"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Alabama Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The online contact form and account tools run on a JavaScript site that agents may not be able to use."],"security":{"official_domains":["alabamapower.com","southerncompany.com","southernco.com"],"never_asks":[{"kind":"policy","claim":"Alabama Power will never ask for immediate payment or for personal information, such as bank account details or credit card numbers, over the phone or by text.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never demand immediate payment at the door. Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":29},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 29 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for most of Alabama. Regulated by the Alabama Public Service Commission, which approves Alabama Power's Rules and Regulations for Electric Service. Online account and contact forms run on Southern Company's customer service site.","warnings":[]},"service_outage":{"company":{"id":"alabama-power","name":"Alabama Power","sector":"utility","website":"https://www.alabamapower.com","account_url":"https://customerservice2.southerncompany.com/Login?mnuOpCo=APC"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report by phone, text or the app.","evidence":["service address","outage start time"],"steps":[{"do":"Call the outage line or text OUT to APCOUT (272688).","channel":{"id":"outage-phone","type":"phone","label":"Report outages and emergencies","value":"+1-800-888-2726","hours":"24/7","purposes":["service_outage"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}}],"channels":[{"id":"outage-phone","type":"phone","label":"Report outages and emergencies","value":"+1-800-888-2726","hours":"24/7","purposes":["service_outage"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"},{"id":"outage-text","type":"sms","label":"Text OUT to APCOUT (272688) to report an outage","value":"272688","purposes":["service_outage"],"notes":"Text ENROLL to the same number to sign up for outage alerts.","source":"https://www.alabamapower.com/news/company/find-out-all-the-ways-we-serve-you.html","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service (billing, payment extensions, service)","value":"+1-800-245-2244","hours":"Monday to Friday, 7 a.m. to 7 p.m. CST","purposes":["billing_error","bill_increase","disconnection","deposit_refund","poor_service"],"source":"https://www.alabamapower.com/residential/residential-faqs.html","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Online Customer Care contact page (Southern Company customer service site)","value":"https://customerservice2.southerncompany.com/CustService/ContactUs?mnuOpCo=APC","purposes":["billing_error","bill_increase","poor_service"],"notes":"The page loads with JavaScript; its form fields could not be read.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/payment-assistance-programs.html","last_verified":"2026-10-12"}},{"index":3,"rung":"state_agency","note":"Alabama Public Service Commission.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The online contact form and account tools run on a JavaScript site that agents may not be able to use."],"security":{"official_domains":["alabamapower.com","southerncompany.com","southernco.com"],"never_asks":[{"kind":"policy","claim":"Alabama Power will never ask for immediate payment or for personal information, such as bank account details or credit card numbers, over the phone or by text.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never demand immediate payment at the door. Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":29},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 29 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for most of Alabama. Regulated by the Alabama Public Service Commission, which approves Alabama Power's Rules and Regulations for Electric Service. 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Its employees always show company identification on request.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Alabama Power will never show the full service address and the account number together in an email or text message.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers use the customer's own account information to seem real, demand immediate payment by money card and warn that service will be disconnected if payment is not received.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake websites pose as official utility sites and list fake customer service 800 numbers. Customers who call those numbers to pay a bill reach scammers.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers offer grants to pay utility bills and ask for credit card, bank or Alabama Power account details.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Suspicious texts claim there is a glitch in the company's system. Alabama Power says not to respond and to call 1-800-245-2244 to check the account.","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-residential-phone","type":"phone","label":"Report suspicious activity or verify a contact (residential customer service)","value":"+1-800-245-2244","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"},{"id":"report-scam-business-phone","type":"phone","label":"Report suspicious activity or verify a contact (business customer service)","value":"+1-888-430-5787","source":"https://www.alabamapower.com/residential/billing-and-payment-options/beware-of-scams.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":29},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 29 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}