Complaints

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:01/18/2025

  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 am paying for a street light that ***** worked in over a year now. I have called them several times to have the situation resolved but to no completion. I am still paying $16-$17 dollars a month, yet the light doesnt work. I would like the charges removed from my monthly bill and refunded for the money I have been charged since 10/23 to current. I shouldnt have to pay for a service I dont receive.

  

  Business Response

  Date: 01/29/2025

  Hello,
  
  I have reviewed the customer's concern and have requested to backdate the end date of his lighting service.  He should see that on his statement within the next two billing cycles.  I apologize for the inconvenience.

  Thank you,

  AES Customer Services

  Customer Answer

  Date: 02/08/2025

  I am still waiting to see if they actually do what they said they would. I dont have a way to know yet. I would be ok with it if it happens. 
  

  thanks ****

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  AES still hasnt done what they said they would do. The light is working again. However they have not refunded me the money I paid for 1.5 years with no service. Situation has not been resolved still. 

  
  

  Thanks, **** H

  
  
  

  
  

  

  Business Response

  Date: 04/08/2025

  Hello, 
  
  I apologize for the delayed processing of the credit.  There were defects in our new system that prevented these from being worked.  That was corrected, but there was a backlog that needed to worked through.  The customer should see the credits on his next invoice.  Any late fees would be removed as well.
  
  Thank you,

  AES Customer Services

   

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  **** ********

• Initial Complaint

  Date:01/09/2025

  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.

  My december payment made electronically on 12/10 by bank online bill payment method, same as been doing for years . According to your CS **** it was posted on 12/11/24 but NOT processed until 12/31/2024. Why so long to process???Statement I received on 1/02/2025 has billing date 12/26/2024, which is FIFTEEN (15) days prior to the day posted!!! With this, my bill has previous balance AND current charges added to it! This should NOT be.

  

  Business Response

  Date: 01/21/2025

  Hello,
  
  I have reviewed the customer's concerns and can appreciate why he is upset.  It does not normally take so long for a payment to post.  There was an issue with our payment file for that day.  It was discovered and corrected, and our programming team has reviewed the issue to find the root cause of the problem and to correct it so that it doesn't happen again. 
  
  I apologize for the inconvience.
  
  AES Customer Services 

• Initial Complaint

  Date:01/07/2025

  Type:Product 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.

  Complaint issued to dispute my bill of $299.24. This is becoming an issue that needs immediate attention please. Last month was a payment of approximately $151 and this is increasing. Being out of town for over a week should not increase bill. There must be something wrong with the reader. Sent an email to *** and customer service has been a poor experience. Please help me expedite this matter to the dispute department.

  

  Business Response

  Date: 01/16/2025

  Hello *******,
  
  AES Indiana understands the customers concerns. The customer resides in a total electric home, meaning everything, including the heat, runs from the electricity. While AES Indiana does measure and bill the customer for the consumption at the residence, unfortunately, we are unable to determine how the service is being used. Winter heating costs can account for 50% of the bill, depending on the insulation in the home, drafty windows, etc. We understand the customer may be frustrated as he indicated he was out of town for a week, however, please keep in mind even with no one being home the heat would still run depending on the temperatures outside, along with the refrigerator, etc.  Our records indicate the customer has not had a meter test within the last 12 months and we ordered one on 1/9/2025 to ensure we are receiving accurate readings.  The meter test was completed on 1/16/2024 and a meter test letter with the results will be mailed to the customer on January 17th.  I have included the meter test results on the attachment included in this message.
  
  Our records indicate the customer did indeed email ******************** and a response was emailed back to the customer on 1/7/2024.   The customer was placed on service at ******************** Indianapolis, IN ***** as of 1027/2023.  I have included all the kilowatt usage, and the dollar amounts for each billing cycle since he has the service in his name at this address.  In conclusion with the meter test and historical usage at this residence, AES Indiana considers this to be normal usage for the customer and the home.
  
  We recognize winter months can have a financial impact, and we encourage the customer to consider being placed on our budget billing program, an installment plan (payment plan), and/or seek assistance through the Energy Assistance Program at ******************** or calling 211.
  
  

• Initial Complaint

  Date:12/28/2024

  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.

  I have been in contact with AES multiple times in regards to my inaccurate billing. Upon reconnecting service in July 2024 I paid a past due bill of $230.04. I was charged a $556 deposit that would reflect in July. I set up budget billing in August and paid $100 in August. I contacted *** September 2024 to bring awareness that the bill is outrageously high and was told someone would reach out to fix the matter. No one contacts me. October comes $490 was paid to ***. Even though budget billing is put into place. AES proceeds to take the $490 paid in October and credit it to the $556 deposit that i called about to in September. I attempt communication with *** in November and made a payment of $215. I still have not been contacting. Ive put in tickets for supervisor to look over the bill. No one still has made contact. Here we are in Dec my bill is due 1/2 for a total balance of $1535.01. I have applied for energy assistance but if the bill is incorrect AES is cheating not only consumers but State funded agencies distributing funds from the government No one is home during the day so to get a bill of $451.00 is insane. Not to mention the soft credit check that is being ran upon service start up and transfers. You would see that i have fair credit so to have that high of a deposit is a rip off.

  

  Business Response

  Date: 01/13/2025

  Hello,
  
  I have read the customers concerns and reviewed her account. I can understand why she is questioning her bill.   Our records indicate the customer has electric heat. For several months prior to the customer moving in, service was in the name of a real estate company, and the home appeared to be vacant based on the usage.
  
  There are a few different things I want to touch on, and the first thing I found was a deposit issue. The decision to bill a deposit or not bill a deposit is based on both a soft credit check with Experian and the customers internal credit history with ********************.  For example, if the customer had service with us 2 yeas ago for 10 years and had excellent credit, but Experian recommends a deposit, a supervisor might waive the deposit as a courtesy.  This works to the customers benefit.  I this case, the customer left past due balances both times she ended service with us. Back in 2022 and then again in 2024. A deposit is warranted.
  
  The amount of the deposit is based on 12 months of occupied usage at the residence.  We add up the last 12 months of occupied usage and divide by 2 to bill 1/6 of the customers yearly usage.  An accurate deposit based on the last 12 months of occupied usage is around $492. 
  
  We originally billed a deposit of $556, but that is higher than the calculated $490.  We transitioned to a new billing system in November 2023.  In our old system, there was no way for us to bill more than one deposit per service.  To my knowledge, our contact center still cannot do that in our new system.  However, our back office billing and credit groups have fewer restrictions as they sometimes need to make changes for our customers.  A back office Credit & ********** employee made an error in correcting the deposit.  Instead of lowering the deposit from $556 to $490, it appears that both charges were billed. That is a significant error that impacted our customers balance.  Her most recent January bill just recently printed.  Youll see that we subtracted both the $556 and the $490.  We rebilled $450.  While that is still a lot of money, it is less than the calculated amount, which we really shouldnt go under.  However, given the frustration the customer has experienced, the Credit & ********** agreed to reduce the deposit to $450.
  
  The monthly charges for this address have been high this winter.  However, the usage is not out of line with previous years outside of when the service was in the name of the realty company.  In addition, we have experienced extremely cold temperatures this winter. While we cant know exactly how electricity is being used within the home, we know that heating the home accounts for about half or slightly more than half of the monthly usage. 
  
  We receive meter usage every 15 minutes and get a billable read every night around midnight, so we hear from our meters constantly.  When taking into consideration both the previous winter usage history and the extreme cold weve been experiencing, I am not seeing any red flags when it comes to the daily usage for this customer.  However, to be certain there is not an issue with our meter, Ive requested a meter test be performed.  We will mail the results to the customer.  Assuming the meter test results are within an acceptable range per the ***** no adjustments can be made.  If the meter does not pass the test, we will replace the meter, and then adjust the usage accordingly based on both the new meter use and the previous usage.  I will say that the meter was tested here in 2022 and passed.  It is not an old meter,so I anticipate no issues.
  
  Proper seals on doors and windows are vital in keeping heat in and cold out.
  
  Insulation is also very important. 
  
  Over time, large appliances such as furnaces, refrigerators,and water heaters become less efficient.  Making sure the filter is changed is a good idea.  Also check the settings on the thermostat.  If the fan is on all the time, it could pull more electricity.  Heat pumps have emergency heat settings that can be modified to lower energy consumption also.  The less emergency heat the better. Not sure if this residence has a heat pump or not.
  
  Although I cant share the exact numbers with this customer because of privacy reasons, I will be sharing the usage of the previous customer for the past several years with the **** so they can review that.  This customer also filed an **** case in addition to the BBB case.   They can validate both the deposit calculation and the previous winter charges as they complete their review of our records.
  
  The customer mentioned energy assistance, so she is aware of that as a possible option. 
  
  I also wanted to mention the budget.  I see that the customer is on the budget now.  Because our ******* activities are turned off now, the budget is behaving a bit differently than it normally does.  ******* items would be things like late fees,disconnecting for non-payment, and defaulting budget and installment plan accounts if not paid in full.  With our budget customers, we keep a running total of their actual account balance as well as their budget amount due.  The actual balance for this customer is $1550.85, but the budget amount due is $507.48.  Thats more than $1000 difference.  When the budget settles up, the customer will be expected to pay that in full.  Instead of continuing down this path, I would recommend one of two things: end the budget and get placed on an installment plan so the customer can focus on paying current charges plus a portion of their total balance each month so that they dont have to come up with a large amount all at once OR going on both an installment plan and budget.  That isnt nothing we typically offer, but we are doing it temporarily.
  
  I have attached a spreadsheet showing all the customers charges and payments and how we come to the $1550.85 total.  Also attached is the customers daily usage at this location.
  
  Thank you,
  
  AES Customer Services
  
  

  Customer Answer

  Date: 01/24/2025

  Why do my complaints keep getting closed out when nothing is being done. 

• Initial Complaint

  Date:12/15/2024

  Type:Product 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.

  On 12/6/24, I made an electronic payment of $55 to AES through my bank account, like I've done for the past 13 years. *** claims that they have not received my payment. I contacted my bank and they assured me that they have sent *** the payment. I emailed AES and **** told me that they have not received any payment from me since October. I said I'm going to stop the payment since you haven't received it and **** said she's going to charge me $22 if I stop payment if they have received it. It is now 12/15/24 and my payment still has not been applied to my account. Please help me.

  

  Business Response

  Date: 12/26/2024

  Hello,
  
  I have reviewed the customer's concerns and the account.  The $55 payment in question has now been posted to the customer's account.  There was an issue with the payment file coming over blank from the bank, which has been corrected.  The credit on the customer's account had nothing to do with the payment not posting to the account, and I agree that having the customer stop payment with the bank was not the best option here.  
  
  I apologize for the inconvenience.  The customer will see the payment listed on the next billing statement.
  
  Thank you,
  
  AES *****************

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Ghatana Burden

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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.

  My budget billing has had many glitches over the past year, but over $100 is absurd for a tiny 641sqft apartment. Last Period was ****** kWh equaling about $34.24, this period is 432 kWh which is $168.94. My rent, food and just living is expensive, I dont need this jump scare of a bill.

  

  Business Response

  Date: 12/10/2024

  Hello,
  
  I have reviewed the customers concerns and reviewed her account.  The customer is on the budget,and her December bill was her budget settle-up month. 
  
  The budget is a voluntary program customers can choose to even out their bills over the course of 11 months and then settle-up any remaining balance (or credit) on the 12th month.
  
  While we have had some struggles with our new billing system, and the budget is one area where we saw defects in the code to recalculate quarterly budget amounts, those coding defects have been resolved and did not affect that actual total account balance.
  
  Each bill shows both the budget amount and the total account balance so that customers are aware of the running total, so to speak, and are not surprised on the 12th month.  The total account balance for her November bill was $155.24, and the total balance for her December bill, also the settle up bill, is $168.94.  Ive attached the last several bills for reference.
  
  If that amount presents a financial burden for the customer,we offer installment plans.  The customer can pay the current charges each month, and then pay an additional amount each month until the balance is paid in full. 
  
  The customer may also reach out to energy assistance to see if she is eligible for their assistance.   Their website is ********************
  
  Thank you,
  
  AES *****************

  Customer Answer

  Date: 12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [ I dont accept this because Im extremely ********** and feel the bill is excessive, I feel scammed. I also feel like the amount of electricity used hasnt significantly changed, so why should the price.]
  
  Regards,
  
  *** *****
  

• Initial Complaint

  Date:12/03/2024

  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.

  AES overcharged on the electric bills. Dishonest company that should be put out of business. No way are they reliable or trust worthy.

  

  Business Response

  Date: 12/16/2024

  Hello,
  
  Ive read the customers concerns and reviewed his account.  I am not seeing any red flags regarding usage when compared to previous years here.
  
  It appears the customer was on a budget plan for $251 per month, ended it recently, and then restarted.
  
  The system calculates the last 12 months of usage and then determines a budget amount based on the average.  Some months the customer will use more than the budget amount, and some months the customer will use less than the budget amount.  Over time, it ***** out.  Some customers prefer this as they know what dollar amount to expect to pay month over month.  However, it can mean that the customer has an actual credit balance with us for a short time.
  
  This customer applied for and was approved for energy assistance in the spring of 2024.  At that time, we took that $575 out of what the customer owed because energy assistance said they would be paying that amount.  The 03/26 bill shows the actual total account balance was $700.58.  However, the assistance summary shows assistance of $575 and an amount due on that bill of $125.58.  It has been attached along with the other bills.
  
  In the meantime, his bill message continued to reflect the pending $575 assistance, the total account balance reflected the actual balance (because the $575 was pending and not yet paid), and the customers amount due reflected the amount he owed (or the budget amount as he started the budget) as if the $575 had been paid. 
  
  Energy Assistance paid the $575 October 9th,which is reflected in both a line item and in that total account balance.  The customers amount due remained the $251 as he was on the budget and we had already subtracted the $575 from his amount due in March. 
  
  As of the last bill, the customer has a total account balance credit of $77.32.  That bill reflected an amount due of $251 still as he was on the budget. 
  
  
  
  Although I dont see any issues, as I mentioned, I have asked our metering team to test the customers meter.  This will verify that we are accurately measuring the consumption flowing through the meter.  A letter will be mailed to the customer with the results.
  
  As an FYI, we are regulated by the state, which means that we are required to justify and be approved for any rate changes.  We have a multi-step process to ensure rates are entered into our system correctly and have people in two different departments manually calculating bills from each rate code to ensure rates and calculations are done in our system correctly, with internal and external auditors also verifying charges.  The customer is being charged correctly for the consumption listed on his bill. 
  
  Thank you,
  
  AES *****************

• Initial Complaint

  Date:11/26/2024

  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.

  AES is the electric company of Indiana. They have had repeat issues with their system. The first time I had a big issue was that no confirmation of payment was given through their online system. So I made made 3 payments. The third time I did it on the phone and got a confirmation and checked a customer service. Then I realized it was 3 payments. Later I made a payment with the checking on the phone and just got a bill saying it was rejected and they added a 20 dollar fee. I called my bank and they never received the request so that I could be rejected. I did speak with customer service about the bill and he removed the 20 fee and told me to try and make the payment. I did the same process and called to do express check but it would not all me to pay unless I use their EZ pay service which there is a charge for and I tried the account online. It has been blocked. So I can't make any payments unless I'm charge to do so.

  Customer Answer

  Date: 11/27/2024

  I talked with AES, 11-27-24, to make an a payment. The ***resentative let me know that they put me on list to go to a kiosk downtown to pay in person in cash or another company credit or debit that would be charged a fee to do so. I was never notified about this list.  I let her know the issue was these incidents (2) were not something I had done but the system simple doesn't work. I ***eated the the first situation with no confirmations of payment until I used the express check, the usual way I pay. The second issue, once again no confirmation through express check. Which has happened before randomly with this method, you have to talk with a *** to confirm it, only during business hours (8-5pm, no weekends). Later, I spoke with escalation supervisor that said the number for the bank account, the 9 was entered twice. Human error maybe and I have complained about the system saying it will  save the information for express check but it doesn't, so you have to re-enter information every time. They recommended online payments. Which is why I tried setting up an account, but this method didn't send confirmation of payment, nor confirmation that the account is set-up. This started the issue because it took the payments and another by phone in the same day in a short period of time with nothing saying it's been paid until the third payment by phone. But the supervisor said she would send in the request for me to be taken off the list and I would get a call back by 10th of December.  

  Customer Answer

  Date: 12/10/2024

  I didn't get a call so I called them. I spoke with a supervisor that said there was a message that they could do nothing and I had to wait until August, when the first issue occurred, to be taken off the list.  So I explained that I still have an issue with that and to whom should I speak. She said that she couldn't do anything because this handled by the credit department. Then I asked for a name and how to get in contact with them. She gave me the name **** and they only accept emails. 

  Customer Answer

  Date: 12/19/2024

  I received an answer through email saying I would be taken off the list in 3 business days but I have not seen any changes and have called multiple times to get an answer, still nothing. 

  

  Business Response

  Date: 12/19/2024

  Hello,
  
  I have read the customers concerns and want to make sure everything is addressed:

   

  Confirmation numbers should be given any time a payment is successfully processed through AES Indiana.  If you believe a payment was processed but did not receive a confirmation, please do not make another payment.  Reach out to us at ************ so that we may investigate.  We wont want you to pay more than you have to, especially with the inflation we have seen over the last few years.
  
  
  Cash Only File:  Customers are placed on a cash only file for a period of 12 months once they have 2 returned payments in a 12 month period.  We are charged a fee anytime a payment we request/send isnt honored.  As such, we seek to minimize those fees and losses. 
  
  
  In reviewing the account, I see a returned payment on 08/27/2024 and then again on 11/14/2024.  We typically waive the $20 check fee once for a customer that has a
  no account found rejection as that is typically a one-time typo situation.  This is also why we give a 2nd chance with the cash only.
  
  
  
  Both rejections indicate that the checking account number used to make the payment was invalid/not found.  The customer may have made an error entering the routing number or the checking account number.  Either way, the financial institution that we sent the request to advised they have no such account number.  That would fit with the bank advising there was no request from the customers bank account because the bank has no such customer with the account number that was entered.
  
  
  As a one-time courtesy, I will remove the $20 return check fees and verify that the customer is removed from the cash-only file.  However, if we receive another returned payment, we would again place him on the return file and not be able to waive the return payment fee, so I ask respectfully that the customer verify the payment information he is using (routing and checking, and make certain his account allows for these transactions)  with us before it is utilized again.  This is in process and should be completed Monday, December 23rd.
  
  
  Thank you,
  
  AES Customer Services

  Customer Answer

  Date: 12/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I checked this account ********. It still doesn't allow for payments to be made although they said it would be taken care of by the 23rd of this month.

  Also why isn't it possible to have your system to consistently give confirmations. This isn't really hard. You get confirmation of payment through banks, insurance, phone payments even store with simple square systems can give receipts or confirmation of payment. Why should someone have to spend extra time to call a representative to make sure a payment went through especially considering most people are working during hours of when customer service is available. 

  Let say I make a payment through the phone and some error occurs. You know the same day but no communications is made just an assumption of fraud. I'll repeat the option to save the information does not work so which means you have to enter information in manually every time, increasing odds of an error. Also you may or may not receive a confirmation even if it is successfully done. Then *** wants the customer to call to make sure the system works and if the payment was taken. So your system, that you know doesn't work, you want the customer to take more time out to help you but you don't work with or communicate with customers. Basically you want leniency for what you're responsible for but punish customers. Then you put the person on a cash only list that also isn't communicated and charge fee for being late or rejected payments from typos. . I'm really starting to wonder if you get kickbacks from this company that charges you to make a payment to AES. 
  
  Regards,
  
  Eryn De Los *****

  
  

  Customer Answer

  Date: 01/07/2025

  I'm still getting the same message. Can't make a payment because the status of the account. 

  

  Business Response

  Date: 01/07/2025

  Hello,
  
  I'm very sorry the customer is continuing to have this issue.  From the information I can see, the customer is not on either of our two cash-only lists.  I have forwarded his concern to our fiance experts to check to any programming issue. 
  
  Thank you,
  
  AES *****************

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Please someone check the system. This is not just frivolous complaint. It started because the system doesn't save information as stated and there's no consistency with confirmation of payment. And communication about what is happening with your account is non-existent. So I need to be taken off the cash only list and a confirmation of payment. 
  
  
  

  Regards,

  Eryn De Los *****

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I had made a complaint before with the BBB and they said they would take me off a no cash list so that I could make payments without being charged and to check into the system because it doesn't consistently send confirmation of payment. I have waited to and continuously checked my account to make payments and it still doesn't work. Also no one has tried to communicate, not a call, email, or letter.

  Fix this issue and do as they said they would
  
  Regards,
  
  Eryn De Los *****

  
  

  Customer Answer

  Date: 02/20/2025

  A representative of *** called me February 10. I made a payment with her at no charge. She said this method of payment was possible but I was never offered that before. She also mentioned that the program should have reset over the weekend. I have been checking and still it hasn't reset.

  

  Business Response

  Date: 04/07/2025

  Hello,
  
  I am very sorry the customer was not aware that he could process a check by phone payment through an agent.  This has been the case for decades, but some customers to not want to speak to an agent to process a payment.  Our programmers have been advised that that the customer is still having trouble processing them online. I would recommend the customer attempt to make the payment himself first (without the fee option) and then reach out to an agent if he isn't able to do so.  We will continue to review the issue.  
  
  Thank you,
  
  AES *****************

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  First I would like to address the following sorry not sorry comment: "This has been the case for decades, but some customers to not want to speak to an agent to process a payment." I never rejected to make a payment with a *** representative because I didn't know about it and the representatives never mentioned it. Since this problem started I have spoken with and explained, too many times, the issue to several *** representatives and a ********** and someone in control of the credit and fraud department and none of them mentioned that I could just pay with an *** representative, for free. Not only did they not mention it but some recommended that I use kubra (it's just a couple of dollars) or drive to a location and I believe it was cash only. The second ********** or manager that reached out to me was the only one that explained that. I told her I didn't know that I could do that but she didn't respond they should have told you. Even at this moment that statement this has been the case for decades doesn't make sense. Once i sent this complaint to BBB no one responded just make free payment with an *** representative and this complaint would have been closed by now. Another reason for setting up accounts that can be paid any time without fees is because  I'm not always available to wait and talk to a representative between 830am to 430pm. The vast majority work 8-5. 

  Has the company addressed the issue of the dispute?

   The truth is, my account doesn't allow me to use a fee free payment. It's still encouraging kubra. If the wait isn't crazy I will try calling a representative to make free payments and get a confirmation number.

  *If not, why?

  Please ask them, why they can't fix system and why they withheld pertinent information to resolve the issue from the beginning?

  So I far I'm concluding that they get kick backs from kubra and they are lazy, greedy and dishonest on the part of the company and those that support such behavior.

  *Has the company met the agreement they outlined in their response?
  Nope can't make payments even though the issue was supposedly handled two or more times.

  
  Regards,
  
  Eryn De Los *****
  

• Initial Complaint

  Date:11/14/2024

  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.

  *** has been overcharging me and my bill is not correct

  

  Business Response

  Date: 11/27/2024

  I have read the customer's complaint and have reviewed the billing and usage on her account, as well as listened to the customer's calls to our *************** I apologize she has not been able to get a clear answer on her high bills. I am sorry she has not heard back from a supervisor,but I can certainly request a supervisor call her if she still wants to speak to someone after reviewing the summary. The customer also filed an **** complaint and the response to the **** is below.
  
  Given some of the issues we've had with the new system and the media coverage, I can understand why the customer might believe her bill is being calculated incorrectly.However, despite the issues we have had with our new system, we have not changed the way that we record and track usage.  We receive the kwh usage every 15 minutes and receive a billable meter read each and every day around midnight. The customer experienced a *********************** delay with her December bill printing and her January bill did not present properly when it printed. Outside of that, the customer has not been impacted by other system issues. I have put together a breakdown of her charges and payments, as well as her usage. A copy of this breakdown is attached, along with copies of all bills. This should help provide clarity on her charges, which based on our investigation are valid.
  
  Our records indicate the customer started service at this address on August 10, 2023, so this appears to be her first full winter in this property. We also show the customer has an electric heat source, and that corresponds with the customers higher usage in the winter.  Im seeing some months where she used more than what was used the same time last year, but Im also seeing some months where she used less.  Although the customer may not have changed her own routine much, the temperature outside plays a huge role in usage for our customers in both the winter heating and the summer cooling season.
  
  I acknowledge that her usage charges were very high for the months of December and January, and can certainly understand how alarming that must have been to get such high bills. However, the customer did indicate that her furnace went out and had to be fixed by property management. During this time she had to use space heaters.Albeit, she did indicate that was only for about four days, but that does still have a significant impact on usage, especially when it's extremely cold outside. If the furnace is malfunctioning, it would not be as efficient as it should be and therefore could lead to increases in usage. Additionally, the customer indicated their property management had had to fix some inside wiring and they felt this may have contributed to the customer's high bills and recommended she contact us. AES Indiana is not responsible for inside wiring.While we can't determine if that may have caused her higher usage, we recommend she reach out to their property management if she believes the furnace or wiring issues may have resulted in higher usage. On top of all that, this past winter season (23/24) was harsher/colder than the 22/23 season, so that may have led to increased usage as well.  Ive included some temperature information from Jan/Feb for both years for comparison.
  
  AES Indiana tested the customers meter on March 13, 2024, and the results are attached. The meter passed.  At the time when the meter test results letter printed, we were having a system defect, and letters were printing incorrectly. That issue has since been resolved, but I'm not sure if the customer received a corrected copy, so I've gone ahead and also mailed her a copy. Testing the meter helps us ensure the consumption in the home is being measured accurately, and we have determined it is. We are unable to determine exactly how power is being used in a home. There are varying factors that impact usage such as the square footage of the home, efficiency of furnaces and other appliances, insulation, age and seals of doors and windows, etc. We do know that heating the home accounts for a large chunk of the increase in usage in winter months. 
  
  The customer moved into this address carrying a past due balance from their previous address.  Her balance continued to accumulate and with the couple of months of high billing her account balance grew significantly. It appears her total charges since moving into this address have been $7,239.95,with an additional $522.82 that was past due from their previous address. Our records indicate payments applied amounted to $1,156.38 of this $381.30 were from the deposit and the interest being applied to the account. Actual payments made were $775.08. The customer's most recent bill dated November 19 shows a current balance of $6,606.39. Her charges are valid, and the balance is correct,as you will see in the attached summary.
  
  The customer has indicated she has applied for EAP and has been encouraged to submit her intake number to ******************************* so we can try to expedite that process for her and note her account accordingly. In the meantime, we would recommend setting up a formal payment arrangement to help her get caught up. She may opt to do this by calling our contact center at ************.
  
  Again, we are sorry she believes her bills are being calculated incorrectly, but that is not the case, and we found nothing to indicate any issues with the meter or the usage.

• Initial Complaint

  Date:11/13/2024

  Type:Product 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 sold my home in January of ************************************** my name. I was on a budget billing program, so I had over paid for my utilities when I sold the home and was due a refund of $129.33. When I attempted to get the refund electronically, they had used the new owners information not mine, so I could not get it that way. I was told I had to wait for a physical check in the mail. I have battled with AES for almost a year now, multiple calls, emails and I am continuously getting the run around about where a check is being mailed or when and how long it will continue to be. I sold ************************************ and asked for the check to be mailed to ********************************* and that never seems to happen.

  

  Business Response

  Date: 12/06/2024

  Hello,
  
  
  We have read the customer's concerns and am so sorry that this has taken so long to resolve.  We should be able to send the payment electronically as long as we have the customer's email address on file.  We have reached to our finance expert for assistance, and this should be resolved shortly.
  
  Thank you,
  
  AES *****************