Complaints

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

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  AEP Ohio

  1 Riverside Plz Columbus, OH 43215-2355

• 

  AEP Ohio

  700 Morrison Rd Columbus, OH 43230-6642

• 

  AEP Ohio

  1320 Sugar Grove Road SE Lancaster, OH 43130

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:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against AEP Ohio due to sudden, unexplained, and excessively high electricity charges that my household has incurred from January to April. Historically, our electricity bills have consistently remained within reasonable and predictable limits, yet starting this year, we've been billed approximately $1,700 and other substantially high amounts, significantly higher than the average usage in our ******* neighborhood. Despite contacting AEP Ohio multiple times for clarity, they have been unable or unwilling to justify why our kilowatt-hour usage abruptly surged to over ***** kWh without any substantial change in our consumption patterns or lifestyle. Additionally, we do not have the financial resources to hire an electrician, as AEP Ohio suggested, especially since we are absolutely certain there are no internal electrical issues responsible for this sudden increase. Given the lack of reasonable explanation or resolution offered by AEP Ohio, I seek the Better Business Bureaus assistance in securing a full investigation into these charges and obtaining a refund for these unjustified and excessive amounts.

  Business Response

  Date: 04/10/2025

  The following email was sent to **** *************.

  Please consider this request fulfilled.

  Thank you,

  ******

  AEP Ohio

   

  Sent: Tuesday, April 8, 2025 10:36 AM
  To: *******************************
  Subject: *******************;
  Importance: High
  
   Good Morning,
  
  Im writing to let you know that AEP Ohio received your BBB complaint. I apologize for the inconvenience you experienced. Please be assured we investigated the cause of your complaint with the results to be provided to the Better Business Bureau (BBB). Once our findings have been shared with the commission, a BBB representative will contact you.
  
  AEP Ohio does not have any way to 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. Your current readings are actual readings. You can get your daily reading by logging into your account at My Account ******************************************************.   Also, 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 are just some of the factors that goes into a customer bill. 
  
  I can order a meter test for you; the customer 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.  If you want me to order this test for you, please respond to this email. 
  
  A breaker test is a fast way for a customer to figure out the culprit of high bills. It is best to try the breakers individually to get a good idea on which appliance is using the most. To complete a breaker test, follow the steps below.
  
  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 I mention in the previous email, you can get your reading everyday by logging into your account.  If you have all your breakers off, you should not have usage on your meter.  
  
  Please let me know if you want that meter test ordered for you. 
  
  Thank you,
  -END-
  
  
   

• Initial Complaint

  Date:04/03/2025

  Type:Billing 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 started new electric service with *** at a new location in March 2025. When I received my first bill for new account *************** there was an unexpected 'past due' amount on my bill. I contacted *** about the charge and I was told that they 'found' an old unpaid bill from a previous service address I lived at 19 years ago in year 2006: Account. No. ************* amount $14.47. I paid all amounts due and requested of me at prior service addresses. I had service from *** at 2 other service addresses from 2007 to 2015. During this time *** never requested payment of this previous account. *** never contacted me by mail, phone, or email to inform me of this previous account balance. *** failed to keep accurate or complete account records for over a decade and is now demanding I pay a 19-year-old account balance. I should not be left to pay an unexpected bill due to ***'s poor record keeping.

  Business Response

  Date: 04/09/2025

  The customer filed an informal complaint with the ************************************  A response has been provided to the assigned investigator.  

  Given the small balance and age of the debt, the company has reversed the transfer.

  Thank you,

  ******

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Time line: 3/27/2025 power went out, I called AEP within 15 minutes as I first checked the circuit breaker, At 7;10 pm AEP falsely indicated power restored. So I called AEP and was told that AEP locked the box and to not call AEP till the Apartment fixes the Meter Box
  
  The Apartment is not able fix the box because AEP locked the Meter socket.
  

  So I am stuck with neither Apartment nor AEP able to restore power. But apartment indicated they will break AEP lock ( I.e. to fix the Meter Box).

  At time of this complaint 3/28 /2025 at 3:00 pm nothing yet resolved.

  Business Response

  Date: 04/02/2025

  On 4/1/2025 an AEP Ohio CSR called **** ****** at ************.  Advised customer that repairs were completed.  Customer advised he has power but upset and disappointed on how AEP Ohio and the complex maintenance do not work together on getting things working again.  CSR did advise customer that all work within the meter box is the responsibility of the landlord.  The CSR provided her direct contact information should he have any other issues. 

  Please consider this request fulfilled.

  Thank you,

  Sherry

  AEP Ohio

  Customer Answer

  Date: 04/09/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

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

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

  AEP Ohio

  Apr 9, 2025 10:36 AM

  
  

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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.

  To the Better Business Bureau (BBB), I am filing a complaint against American Electric Power (AEP) due to excessive and unexplained energy usage, poor customer service, and lack of response. My typical energy usage is 1,084 kWh per month, yet it spiked to 2,071 kWh in December 2023, 3,324 kWh in January 2024, and 4,298 kWh in February 2024—with no changes in my household's usage. I contacted AEP two weeks ago and was transferred to voicemail with no response. When I called again today, the representative couldn’t reach the appropriate department or even her supervisor. This is unacceptable. AEP is failing to provide transparency regarding these excessive charges, making it impossible for customers to get answers or dispute billing errors. I suspect fraudulent billing practices and a lack of accountability. I request that AEP: Investigate and explain the extreme increase in my energy usage. Inspect my meter for accuracy. Adjust my bill if errors are found. Improve customer service responsiveness. If AEP fails to act, I will escalate this matter to regulatory agencies and explore legal options. I appreciate the BBB’s help in holding AEP accountable.

  Business Response

  Date: 03/20/2025

  On 3/18/2025 an AEP Ohio CSR called and spoke with ******* **** in depth regarding his concerns.  CSR spoke about the colder temperatures and appliances in house that could cause usage to increase.  Customer does have sump pump and is going to check on it and also has a heat pump at which CSR explained that those run more in the lower temps and at a lesser efficiency.  CSR reviewed meter test and what happens during meter test.  CSR has ordered the test and will call customer with test results once completed.
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2009, AEP Electricity failed to disconnect my account at **** ********** ********* *** for more than 30 days without payment, I had to go back home to Arkansas because of Domestic Violence. At that time, the service was utilized by someone else who had moved in. In 2023, I was moving into my apartment, after returning to Columbus, OH. I was told that the amount wouldn't be on my new account after the dispute was settled. The whole time, I lived at *** * *********** *** ********* ** *****, AEP never mentioned again the 288.93 balance from 2009. I just moved to *** * ******* *** ********* ** ***** Feb 2025 and now AEP has put the 288.93 on my new account and put it for disconnection.

  Business Response

  Date: 03/21/2025

  Hello,

  Below are the responses to your inquiries based on the customer's concerns.  I have provided AEP-Ohio's response next to the individual questions to ensure that each question has been answered.

  On March 20, an AEP Ohio CSR called the customer to discuss the charges. A voicemail was left with no response. The CSR called again and explained that they were calling from AEP Ohio. The customer stated that she was at work, could not talk, and ended the call.

  Previous calls and notes indicate that the customer admitted to living at the address in question but stated that she moved without closing the account in her name, which caused the bill to accumulate until someone else placed the service in their name. Because the account was not closed, we are unable to backdate her close order to remove the charges, as requested.

  Please consider this request fulfilled.
  
  Thank you,

  ***

  Customer Answer

  Date: 03/21/2025

  
  I am rejecting this response because: I refuse to pay this bill because AEP should have closed the account for non payment but did not. The other tenant was able to use my account. I called about this same bill in 2023 - 2024. For the entire year of 2024 until December 2024 this amount was not mentioned until I transferred my services to my new address and now they added it to my new account plus a disconnection notice. It's the AEP workers that has did a poor job fault not mine. I do not feel like I should have to pay over $600 when I pay MY COMPLETE bills on time MONTHLY TO AEP!
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/24/2025

  Thank you for your response.
  
  The account holder is responsible for discontinuing their service when it is no longer needed. Various factors, such as inclement weather, moratoria, and temperature conditions, can delay account disconnection for nonpayment. Unfortunately, since the account was not requested to be closed when the service was no longer needed, the responsibility for the outstanding balance remains with the account holder.
  
  We do offer extended payment arrangements that allow our customers to pay their balances over a period of up to 12 months. These arrangements can be set up online at AEPOhio.com or by calling 800.672.2231.

  Thank you,

  ******

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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.

  My recent electric bills have been outrageous. I live in the same house, have the same amount of people living there, and have not changed anything that would affect usage. My bills have been OVER $1,000 a month. An electric bill for a single family should never be this high. I have contacted the company by phone 3 different times now. I want an explanation from the company of my bills. Every time I have contacted them for an explanation and resolution, they are unable to explain their bill and send me to a voicemail. I should be able to receive an explanation. This is not professional, and should not happen over the course of 3 phone calls. I am not going to pay this bill until I have an explanation.

  Business Response

  Date: 03/12/2025

  AEP tested meter with customer present.  Customer understood that meter tested within acceptable parameters established by the *********************************** and was already following some advice that was given to check.  AEP CSR reviewed break down of bill and provided instructions on accessing our website to see the complete breakdown of bill.  Customer asked about price per kwh this year versus last year and CSR explained this year is .078 per kWh and last year was .113 kWh.  CSR explained in detail about how deregulation works and provided guidance on shopping for another provider if he so chooses to do.

  
  Please consider this request fulfilled.
  

  Thank you,
  ******
   

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/26/2025

  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.

  AEP Ohio was my electric service company from April 9, 2021 to June 30, 2024. During the period of March 2022-June 2022 AEP never gave me a bill. I called every month once a week to try to get a bill and they kept saying I owed $0. Finally in June when I called for the final time a employee told me I was set up for solar panels and that’s why I didn’t have a bill for those months plus I received my down payment back that took care of January and February 2022 bill. I stated in the call I was not using solar panels that I lived in an apartment that I rented and we never changed anything. Fast forward to June 2024, whenever we moved out we had a balance of $722.99 to pay before our account was closed. This was due to them not giving me a bill for 4 months back in 2022. I didn’t have the money to pay it all at once when I moved so they sent it to a third party and it is now on my credit. I just thought it was crazy when I asked for a bill they said I didn’t owe anything but now I owe so much! All of the calls were on a recorded line! They no longer let me look at the billing periods from 2021-2023.

  Business Response

  Date: 03/03/2025

  On 3/29/2022, the customer’s deposit and interest were applied to the account after having 12 months of on time payments. There were bills issued from March through July of 2022, but they showed a $0 balance due because there was a credit balance from the deposit applied. The customer’s final balance in 2024 was not due to the billing/charges in 2022. 
  
  When the account closed, there was a deferred budget balance (the difference between the actual bill amounts and the budget) of $461.10 applied to the final bill. Please see the attached billing and account summary and the available bill copies from February through July of 2024 detailing the charges and balance owed.
  
  The final bill had a due date of 7/24/2024. The account was sent to collections on 11/25/2024. There was no contact from the customer during this time to make arrangements on the final balance.

  On 2/28/2025 an AEP Ohio CSR called ************ and left a voice message requesting that the customer return the call to discuss her concerns.

  Please consider this request fulfilled.

  Thank you,

  Sherry

• Initial Complaint

  Date:02/25/2025

  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 account at American Electric was compromised. I had 2 accounts one for my apartment, **** **** ******** ** * *** ** ********* ** ****** and another for my home **** * ******* *** I paid my bills in total each month for the apartment, where someone within the company put that account on a budget. Why? I never needed the apartment account to be on a budget plan, maybe the home account at ***** which I put on recently but never my apt. All last year I have been dealing with my mental health and now I am able to address this now. I can recall hearing about this on the news and them advising to call for account protection for a year. I do not owe AEP no $540 for something i never authorized nor approved. remove this from my account(s). When i called to try to resolve this over the phone the young lady advised the changes were made internally online but could not provide no further details nor assist with removing the negative credit as this was not my fault. She was trying to get me to make arrangements.

  Business Response

  Date: 03/17/2025

  The customer did not contact us by phone to set up this account. 
  
  On 5/18/23 the service at **** **** ******** *** ** **** * (account number ****XXX-XXX-**) was established online for **** ** ******. The account was registered for paperless billing with the email address of ***********************. The Budget plan was also established online at this time. The Budget was scheduled to start with the next billing cycle in June 2023 and started at $67.
  
  The customer did not contact us by phone until 7/17/24, and that was to close the account. 

  The following email was sent to Amal Thomas in regard to his concerns.

  Sent: Monday, March 17, 2025 7:49 AM
  To: *******************
  Subject: **** **** ******** ** * *** * 
  Importance: High
  
  Good morning, *****
  
  I’m writing to let you know that AEP Ohio received your BBB complaint. Please be assured we investigated the cause of your complaint with the results to be provided to the Better Business Bureau (BBB). Once our findings have been shared with the commission, a BBB representative will contact you.
  
  Please let me address some of your concerns on 5/18/23 the service at **** **** ******** *** ** **** C was established online fo* **** ** ******* The account was registered for paperless billing. The Budget plan was also established online at this time. The Budget was scheduled to start with the next billing cycle in June 2023 and started at $67.
  
  The budget plan averages your typical usage and bills you the same amount each month for most of the year. On the 12th month or if you close your account, you owe the remainder of the amount owed for that year. If you have used less electric through the year than anticipated, this final bill will be low. If you use more than anticipated, it will be higher than average. You will never be billed for more electric than you actually used during the course of the year
  
  Please let me know if you have any more questions or concerns. 

  -END-

   

  Please consider this issue resolved.

  Thank you,

  Sherry

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged exuberant prices since having a smart meter installed over 6 years ago. I have called multiple times asking for it to be inspected and replaced. Customer service goes on forever talking in circles and refuses to offer help. The distribution cost is more than the bill itself. I've had home inspection done with no signs of why my electricity bill is double what it should be. I have contacted the state and AEP still refuses to acknowledge something is wrong.

• Initial Complaint

  Date:01/27/2025

  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 bill shot up from $200 - $300 to almost $800. When called they gave some paper cutter answer. My neighbors didn't get smacked with these service charges. My bill was like $300, so I paid $400 in service fees? Why me? These people are price gouging. We need to band together and have some legislation passed on these predators. It's almost better not to work and collect welfare. Our elected officials need to audit AEP and regulate their unfair billing.

  Business Response

  Date: 01/30/2025

  Hello,
  Below are the responses to your inquiries based on the customer's concerns.  
  On January 27, 2025, at approximately 4:31pm, an AEP CSR contacted the customer at 606-225-7312. The CSR spoke with both Mr. and Mrs. ****** and provided an in-depth explanation of the bill. Mr. ****** frequently referred to fees, and the CSR clarified the riders, noting that these riders are usage-based. The customer’s usage increased by almost 2,000 kWh due to cold weather, as they are a total electric household.

  While the customer understood that his usage had increased, he continued to reference fees and mentioned people receiving assistance and having their electricity covered. The CSR explained the Percentage of Income Payment (PIP) program in detail. Additionally, the CSR reviewed how to shop for a provider, should they be interested, and discussed the various budget options available to the customer. The CSR also offered a payment arrangement, but Mrs. ****** indicated that the bill had already been paid.

  Additionally, attached please find the 12-month account summary. 

  Please consider this request fulfilled.
  
  Thank you,
  Kim