ComplaintsforAEP Ohio

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The meter box outside of my house is detached from the wall. I have called AEP Ohio 3 times about the issue; this should be an easy fix for the technician. and I would do it myself if it wasn't for the AEP lock on the box. AEP threatened to sue me if I temper to open the box. So, I told them to please come to fix the box, because by the time the box is completely detached from the wall, it will be a lot more difficult for both AEP and me to fix it. AEP may need to re-attach the wire, there could be a safety hazard, I could have a power outage, I have explained this over and over again, but AEP still hasn't done anything about it. In May and the end of July, AEP said they would send someone, but I still didn't see it was fixed. I called them again, they said it's not their responsibility. I mean this is BS, the electrician said they can't fix it because it's got AEP lock and it's AEP property. AEP said it's my property and responsibility but put a lock on it. I just want AEP to fix it, it's really a simple fix, I don't understand why there are so many bureaucrats and rules. I mean does everyone want to wait until the problem becomes bigger to take it seriously. Come on!

  Business response

  08/02/2024

  Meter base is owned by the customer.
  
  Customer is responsible to make the repairs to the meter base as they own it.  AEP only owns the meter that is placed in the meter base.
  
  Customer has called in a trouble ticket (Hazard).  The remarks on the ticket state that the technician advised customer to contact electrician as it was his responsibility.
  
  There is no knowledge of the customer ever being told AEP would sue the customer. Once customer is notified of the hazard and that it is their responsibility, we would possibly disconnect the service if they were not taking steps to make the repairs, to insure safely, but never more than that.  However, the account is noted that when customer was speaking with an agent, he was advised that AEP has to remove the meter lock (Meter lock is a meter seal and is on every meter) or he could have tampering charges applied.

  Today, 8/2/2024 at 8:30 a.m. an AEP supervisor went to premises and spoke with James Ren. The supervisor informed of the process he needs to follow to make the repairs that he is responsible for. The supervisor provided numbers for the customer to call to schedule the disconnect to get his repairs made.
  

  Please consider this request fulfilled.
  
  Thank you,
  Sherry

  Customer response

  08/08/2024

  After I closed the complaint, I did EXACTLY what AEP technician suggested, I schedule a electrician, and asked me to called back on the no. provided by the AEP 6144017723, AEP told me that they need to be on site too, to cut power and check meter & wire, I called several times, left voice mail, no one answered phone, I called the 800 no, disconnected 3 times, finally speak with someone, who was able to place an order for me order no. 109240624, except they have no idea when AEP technician can come. At this point I already scheduled an electrician, but AEP is unavailable. It's extremely difficult to coordinate multiple party. Me, AEP, electrician, especially when AEP is unable to provide a schedule. I explain my difficult situation to AEP, I believe I spoke with Shawn Warford, or different Shawn, TFS DEM Manager @AEP. But he refuse to help me with condescending tone. I simply ask him what would he do, if he is in my shoe, no answer. **My original complaint: The meter box outside of my house is detached from the wall. I have called AEP Ohio 3 times about the issue; this should be an easy fix for the technician. and I would do it myself if it wasn't for the AEP lock on the box. AEP warned me about not temper the lock. So, I told them to please come to fix the box, because by the time the box is completely detached from the wall, it will be a lot more difficult for both AEP and me to fix it. AEP may need to re-attach the wire, could be a safety hazard, I could have a power outage, I explained this over and over again, but AEP still hasn't done anything about it. In May and the end of July, AEP said they would send someone, but I still didn't see it was fixed. I called them again, they said it's not their responsibility. I mean this is BS, the electrician said they can't fix it because it's got AEP lock and it's AEP property. AEP said it's my property and responsibility but put a lock on it. it's really a simple fix, I don't understand why there are so many bureaucrats

  Business response

  08/12/2024

  AEP spoke with Mr.  *** and an appointment was set for 8/29/2024, which is the earliest appointment available as we are currently scheduling out into September. 
  
  Thank you, 
  Sherry
  AEP Ohio

  Customer response

  08/19/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ***

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m being robbed.. Last month I gave AEPOhio a call concerned about my ridiculously high electric bill. I was told it was likely due to use of my AC unit. I made it a point to use less heating and cooling throughout the month, and on top of that, was gone for 6 days and shut everything off (there was also an outage this month). Even with all of the limits I put on my energy use this month, it still came out to much more than last month. How could I be using less and being charged more? The bill is way too ambiguous and friends in the same complex as me have a fraction of the bill I do.

  Business response

  07/30/2024

  AEP Ohio has been in contact with the complainant.  AEP Ohio addressed some of his concerns such as advising what his usage had been for the two previous months and advised of the site where to view his daily readings. 

  Explained AEP Ohio cannot determine an anticipated average bill for a customer based on square footage or type of dwelling. As you know, energy use varies by season. Seasonal energy demands are usually the main reason why you may see an increase in the energy bill. As cold weather arrives, or as the weather starts to warm, electric and gas bills may rise due to increased demand for climate control. Additional factors such as number of days in the billing period, type of heating (all electric heat vs gas heat) and cooling, malfunctioning appliances, wiring issues, behavior, or lifestyle changes (children out of school, out of town guests, etc.) are just some of the factors that goes into a customer bill.  Provided a website for helpful tips on saving energy.

  AEP Ohio advised how to perform a breaker test to help figure out the culprit of high bills, which the customer is to follow the following steps:

  1. Turn on appliance(s) that you think could be using the most.
  2. Make sure to write down the meter reading.
  3. Turn off breaker to the appliance(s).
  4. Return to meter and check reading. If you see a decrease, then you have found the high usage area.
  5. Repeat steps 1-3.

  As per the customer's request, AEP Ohio has ordered a meter test to be performed.  Customers of AEP Ohio can request one free meter test every 36 months at no cost to them.  AEP has up to thirty additional days to complete the test.  Once the results are back, if the meter is registering accurately, you will receive a letter confirmation with test results. If the meter is not operating within guidelines, the meter will be changed, and adjustments will be issued.

  Please consider this request fuflilled.

  Thank you,

  Sherry

  AEP Ohio

   

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/24/2024 I called and spoke with a customer service representative with AEP Ohio to set up a payment arrangement for my final bill after moving from my previous home. On the call an arrangement was set for 4 payments, the first being $85.00 due ASAP, followed by $85.43 on July 24th, September 23rd, and November 25th. The first payment was made on 7/3/2024, the date of my next paycheck. On 7/19/2024, I received a letter in the mail from a collection agency about the amount due to AEP. I called and spoke with AEP today and after being passed around from agent to agent, (despite asking for a supervisor) I have been told that there is "nothing they can do" because it's already been sent off to a collection agency. I know this is not the case, they just don't want to be bothered with actually doing it. I did not violate the terms of the payment arrangement, I made the payment as agreed upon, but due to a employee error on their end, it was sent to collections. As I made a payment, this bill is not "past due" and should not have been sent to a collection agency at all. I believe that it is a violation of my rights as a consumer to be financially penalized by the method of credit reporting damage, due to an employee error with the company I had NO CHOICE but to do business with.

  Business response

  07/24/2024

  The Company has recalled the customer's account from the collection agency. Once the collection agency has confirmed the recall the Company will set up a new payment plan for the customer. The customer was called on 7/23/24 and a voicemail was left explaining what the Company is doing. The customer called the Company back later in the evening and stated he appreciates what the Company is doing and will wait for the Company to call him back.
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry
  AEP Ohio

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 12/13/14 I received three postcards from AEP. Each one said my electricity would be cut off if an amount of money wasn’t paid by the 18th. Each had a different $ amount on it ($533, &326 and $249). logged into the online account saw that the amount online matched one of the mailings ($249). I called on 16th & spoke with AEP customer service rep who confirmed that it was $249 that needed paid before the 18th. I paid $250. On the 18th at 10 AM, my power was shut off. I called & spoke with an AEP customer service rep who confirmed they shut my power off. I said the whole ordeal and she put me on hold to check on the previous call. She came back, told me that I was correct & that I had been told it was $250 & my power was cut inappropriately. She said she would transfer me to another person who would get my power turned on & apologized. The next woman I spoke with had no idea about my ordeal so I had to repeat the entire story. She did nothing for me but tell me that unless I pay an addition $77 my power will stay off. I had her transfer me to her supervisor, who also told me that they would look into the previous calls & it would take several hours. So, I could wait for them to check & call me back and turn my power on, or I could pay the $77 and get it on sooner. Of course I paid because I need power to my house. In a shocking turn of events, AEP never called me back. I spent 2 hours on the phone with them that day. So, I called back on Friday morning and again explained the story to two different people, each of whom apologized and admitted that no notes reflected my problems and that nothing had been down to look into the previous calls. Again, I was told they would call me back, and again, they did not. I called at 4 PM and spoke with another supervisor who again told me they did not listen to any calls and admitted they had several different dollar figures floating around and was sorry but there is nothing else he can do for me. Pathetic

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The electric company is robbing me and charging whatever they want. I was on pipp and paying 156.00 a month the bill was less then that. As soon as pipp ends the bill triples the only thing that should change on pipp is the amount to be paid the amount of electricity you use doesn’t change. Then in June the bill was 300 something. With a daily usage of 5.31 I paid it then this month July ‘24 the monthly usage is $3 something daily and the bill is 428.00. This company absolutely needs checked. I absolutely can’t afford for them to just keep charging whatever they want. I don’t have different things plugged in I don’t leave things plugged in that aren’t in use. I’m very conscious of my utility bills. What will it be 600.00 next month with no change to what I’m doing. My thermostat is set at the same temp all year I don’t change it.

  Business response

  07/18/2024

  On 7/16/2024 an AEP Ohio CSR left detailed message on customer's voicemail at 9:30 a.m.  CSR stated she had investigated the customer's concerns and reviewed usage.  Customer had higher usage in previous years, suggest price to compare option and PIPP.  AEP Ohio does not have a way of determining an average bill, usage based on customer's equipment during winter.  Summer months are typically higher due to air conditioner and heat.  Stated AEP Ohio does not have any way to determine an anticipated average bill for a customer based on square footage or type of dwelling. It is challenging for us to compare other customers because we are not aware of their usage habits, equipment, etc.  CSR provided her direct contact information should customer want to discuss further.  
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry
  AEP Ohio

  Customer response

  07/27/2024

  I am rejecting this response because: 
  It did not answer why they are charging 100.00 dollars more every month for fees, and how I can use less energy and be charged double. 
  Regards,
  
  ****** *****

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like a copy of the easement for my property for AEP to have their equipment in my yard. If it is no longer in use, I would like this structure removed. I would like to know its purpose. What caution needs to be taken around it? Should I have a reduction in my rate because of this equipment in my yard? Should they be paying me rent for the equipment of theirs that resides on my property?

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aep said over phone that i was not in collections and that if I did a payment plan and reinstated my account that even if I was in collections it would be removed and not show on my report. I started the payment plan reinstated account and paid in full. A collection account has shown and disappeared from my credit report and came back related to aep. The collection company stated they will delete it from my report if asked by aep.

  Business response

  07/18/2024

  ***** had service on ** **** ******* ********* ** ***** with the dates of service 12/05/2019 to 09/01/2023 with a final balance owing of $522.51. The provider charges were sent back to the provider, *** ******* ***** leaving the remainder being assigned to the collection agency, ******* ******* ******** A payment arrangement was set up on 01/29/2024 on the balance of $265.71. An initial amount of $5.00 to be applied on 1/31/2024 and the remainder of $260.71 to be applied on 02/14/2024. AEP received the payment of $5.00 on 01/31/2024 and $260.71 on 02/15/2024 which would have defaulted the estimated payment arrangement but did resolve the outstanding balance.
  
  AEP would follow the FCRA guidelines regarding credit and collections reporting:
  
  If the customer pays the collection agency, they can expect the payment to be reflected on their credit report within a month depending on how quickly the credit bureau (Equifax, Experian or Transunion) updates their files. If the customer pays AEP directly, we must notify the collection agency, which then must notify the credit bureau, which may cause a delay in having the customer's credit report updated. The collection record will not be removed from the customer's credit report, but it will reflect the updated balance.
  
  The account should be reflected as charged off - paid. There could be a possible reporting under the provider charges, ***** ******** would need to contact the provider directly regarding those charges and how or if they had been reported.
  
  On 7/15/2024 an AEP direct collections specialist called ***** ******** spoke to ***** and went over account and final billing, provider charges that would have been sent back to provider after due date had passed. Advised ***** that delinquent accounts would be assigned to a collection agency approximately 30 days after closing if there is an unpaid balance.  Advised that an estimated payment arrangement was set up for balance and paid and would be reflected on credit bureau as charged off and paid. Advised ***** to contact his provider for additional questions regarding any unpaid balance and reporting to credit bureau.

  Please consider this request fulfilled.

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I truly believe that I am being over charged for my electric bill. For the past 2-3 years my bills have not be lower than $ 600, to as high as $2357.57. We rent but are usage has never really changed even during the pandemic and my kids were home schooling. I am tried making payment arrangements and those are not evening helping. My landlord just replaced the heating and cooling system after being recommending after 3 times in the last 2-3 years which I believe played a high factor also. Please help so that I do not become homeless. Because my bills are just has much as my rent at this point and I can not afford both.

  Business response

  07/10/2024

  On 7/5/2024 an AEP Ohio CSR spoke to customer regarding her BBB complaint. Customer feels that AEP prices are too high. Also spoke about her apartment is all electric and her heating equipment should have been replaced a few years ago. Landlord just replaced system. Advised no billing adjustment will be done due to these are actual readings and usage. Sent customer usage and bill history from previous and current location. 
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry
  AEP Ohio

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to financial issues and losing my job I have contacted the company to renegotiate a payment plan. I do not nor can I afford to have my services suspended therefore I wanted to work on a solution together. Upon outreach I was told they couldn’t help resolve my issue & if I didn’t pay the amount owed I’d likely be terminated from my payment plan. While I do understand that I have a current arrangement I am simply a single mother trying to make ends meet in the middle of a difficult situation while getting back on my feet.

  Business response

  06/21/2024

  The total account balance is $821.41.  The customer is on the one-ninth extended payment plan and has a 30-day and greater arrears of $232.40.   We have made several attempts to reach Ms. ******* by phone and left messages asking her to contact AEP Ohio to discuss her account.  An email was also sent, 6/20/24, asking her to contact us to discuss the electric account

  Thank you,
  Sherry

  Customer response

  07/01/2024

  I am rejecting this response because: I have looked through all emails and have not gotten communication sent there. Unfortunately due to my work I am never available when being called. 
  

  if they actually want to email me, I’d be happy to respond. 
  
  Regards,
  
  ***** *******

  Business response

  07/09/2024

  The initial email was sent on 6/20/2024 at 7:23 AM. A second email was sent 7/02/2024 at 2:19 PM. Our customer operations center is available 24x7x365 to assist you. You can call us at 800.672.2231 at a time that best works for you.
  
  Thank you,
  Sherry
  AEP Ohio

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Since 5/21/24, I have been trying to access my account on the computer to pay my bill. I have changed my password several times since then however I still cannot access my account on my computer. AEP has done this before and it took them months to fix the problem. I can access my account using my password and username on a phone. I am not using a phone to put in my card information and/or pay my bill. Until this is fixed, I will not be able to pay my bill.

  Business response

  06/05/2024

  An AEP Ohio CSR called the phone number provided on this complaint to speak with ******** *******  The person who answered requested that the CSR not call that number.  The CSR then sent an email to customer to advise that we had our eservices group look into the issue.  Their findings are as follows:

  Our team also tested logging in successfully. If you are still unable to sign in, we’d need to know what browser they are using (chrome, safari, edge, etc) and what kind of computer (PC or MAC) you are using.  Please make sure also, to be sure their privacy/cookies/security settings are granting all permissions to the AEP opco website. Also, please make sure you are not on www.aep.com instead of www.aepohio.com.

  The CSR provided in the email the email, user IF and password we have on file for ******** *******

  Please consider this request fulfilled.

  Thank you,

  Sherry

  AEP Ohio

  Customer response

  06/12/2024

  Thank you. I have been extremely busy. I was able to log in, change my password, and pay my bill. Thanks again.

*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. ↩