ComplaintsforAEP Ohio

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $3000 towards a final Aep bill of $2888.80. I received a receipt of my payment, which states a my balance owed at end of billing is $0. Then I received a receipt of payment that says $184 deposit was added along with a $53 reconnection fee. I got a disconnection for $111.05 for billing of July 10th - Aug 6th as well as a past due of $136 (with no break down of that fee at all). I called and spoke to multiple reps and supervisors all not knowing what answers to give me. One supervisor said my $3000 payment was applied to the fees of reconnection and deposit and I owed a remaining $125 out of the $2888.80 final bill balance I paid $3000 towards. That supervisor hung up on me when I asked foe the previous supervisor name and refused to give me any names of the reps I spoke to. The next supervisor said they weren’t able to bill me for the reconnection fee & deposit until the July -Aug statement was generated, which makes no sense seeing that the receipt of my of payment states $0due

  Business response

  10/21/2021

  
  Information regarding Ms. *********s account:

  
  Account billing and payment history attached:  See History PDF.

  
  As can be seen in the account billing and payment history, the payment she mentions was applied to her account.  However, billing for current usage continues as long as she has service.

  
  The part of the bill that Ms. ******** circled on the billing statement provided is the breakdown of her bill for the August 2021 billing period.  We are required to provide this detailed information.  The monthly bill must be broken down into the charges related to generation service, transmission service, and distribution service along with the monthly customer charge.

  The account has since billed for the September 2021 bill period and the October 2021 bill period.

  Service was disconnect for non-payment of $57.67 on 10/11/2021.  Amount need to reconnect service:  $110.67 ($57.67 arrears plus $53.00 reconnect charge).  The amount of $111.00 was paid on 10/11/2021.  Service was reconnected on 10/11/2021. 

  Service could be disconnected for non-payment of $120.54 on 11/9/2021 if this amount is not paid prior to the date.

   An AEP credit coordinator attempted to call Ms. ******** with no answer to my call.  The credit coordinator was unable to leave a voice message due to a full mailbox.

   

  Thank you,

  Sherry

  AEP Ohio

  
  

• Initial Complaint

  10/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September I paid my electric utility bill online. I have the option of paying with my checking acct or by a debit/credit card. I chose the card option. There was no notification whatsoever about a fee for using the card, and when I receive an acknowledgement from AEP, the amount was exactly the amount of my bill. then I get a 2nd notification that there was an additional fee that was taken out, AFTER the payment was processed. I paid my electric bill for 94.50 on 9/15/21 but the charge to my card was 96.35. I was charged a fee of 1.85. Not a big deal but there was definitely NOT a notification given before the bill was paid that there would be a fee. Should there not be a disclosure BEFORE the payment is processed about there being an additional fee? I could just as easily used my checking acct without being charged a fee but there was no disclosure of the additional fee for using the card until after the payment was processed.

  Business response

  10/15/2021

  We have investigated the issue with the processing fee being charge when Mr. ******** made his recent payment.  He should not have been charged the fee and we working with our payment vendor to see where the issue is that prompted the charge in Mr. ********’s case.  We are also working with the vendor to have the charge of $1.85 reversed back to his account. 

  An AEP credit coordinator attempted to call Mr. ******** – had to leave a voice message.

  Please consider this request fulfilled.

  Thank you,
  Sherry
  AEP Ohio

  Customer response

  12/10/2021

   Consumer’s Additional Information:

  This is the 2nd complaint filed for the same issue as original complaint #********. I paid my electric utility bill online through AEP website. When I paid the bill, there was no disclosure about a processing fee using my Mastercard. This same thing happened before, thus the reason for filing the original claim #********. This time though I had no option of using my checking account because for an unknown reason not disclosed to me the site would no longer allow me to use my checking account. There were also 2 individual charges of $1.85 that were added onto my electric bill after I filed the first complaint #******** and I was assured it would be taken care of by a representative named Dwight with AEP at ************. Not having the situation yet rectified, I made a payment of $100.01 on 12/10/2021, which was the total bill amount of $103.71 minus the $3.70 in charges I'm not responsible for. Again, the only reason I used my Mastercard was because I was being blocked from using my checking account for no reason that was disclosed. Yet again when my card was being processed there was no indication whatsoever, on two different screens even, that there would be a charge. Then I receive an email from my credit card company that the amount processed was $1.85 more than what I approved. I am going to seek litigation for it this time because disclosure is the law and I am certain I am not the only one who is being charged a fee for which no disclosure was given until after it was processed. All screenshots are being attached below.

  Consumer’s Updated Desired Resolution:
  Billing adjustment; Contact by the business

  Business response

  12/16/2021

  The following letter was mailed to Mr. ******** after attempting to contact by phone.

  
  

  I apologize for the recent issues regarding the processing fees for your recent payments.  What I thought was corrected was not.  For that, I sincerely apologize. We have definitely dropped the ball on the follow up to your original inquiry to the BBB. Here is what we have done: 

  
  

  1. Two credits for $1.85 each were applied to your account on December 13, 2021;

  2. We have made sure that his electric service account is not listed for cash only payments;

  3. Our payment vendor is also doing the same in their system;

  4. A credit for $1.85 is being applied to your account on December 16, 2021 for the charge for the most recent payment.

  
  

  Again, please accept my sincere apology for the issues you have experienced.  Should you have any further questions or concerns, please contact me directly at [contact information removed].

  
  

  Please consider this request fulfilled.

  
  

  Thank you,

  AEP Ohio

  Sherry

  
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A couple of weeks ago we started noticing our appliances malfunctioning. Our dryer would run for short bursts and just shut off and our washer would wash a load and then wouldnt work for hours. Our upstairs refrigerator started making clicking noises and the fan in our oven made loud humming noises. On the morning of September 29, we woke up to our basement refrigerator having burnt up and all the food inside was warm. My husband looked at our panel box and we had 147 volts on each leg. Our neighbor had a similar issue and had an aep service call. The service tech determined that the transformer was putting out too much and causing the problems. It was replaced that afternoon. We filed a claim to cover our damages. This morning we were contacted and told that that is not their responsibility and that because the transformer is exposed to weather, they have no way of telling it was going bad. They told me I should contact my home owners insurance. They need to be held accountable.

  Business response

  10/12/2021

  Ms. ******* ***** filed an informal complaint with the Public Utilities Commission of Ohio. A response has been sent to the PUCO. Ms. ***** should contact their compliance investigator for further information.

  Please consider this request fulfilled.

  Thank you,

  Amber

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. 10 AEP OHIO bal. $0.00 Acct # *****************

  Business response

  10/05/2021

  Today, 10/5/2021 an AEP credit coordinator attempted to call Ms. ******* as we need more information to understand her concerns.  A review of our system does not show any accounts in her name.  The coordinator did leave a message with his direct contact information for a return phone call.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/27 put in a service request as my roommate had moved out & the electric was previously in their name. I give rep all of the information asked for, including my landlord’s phone number for “occupancy verification”. I call back the next day 08/28 to verify I don’t need to supply any more info. I’m told no, & the representative links my account to my preferred email address. Fast forward to last week, I receive a letter in the mail stating that more information is needed for my service request and if not provided, will be cancelled. I call 3x, all of which I am transferred to the voicemail box of a “specialist”. I leave all of the information she requires in my messages. Today I come home to no power, only to be informed it cannot be turned on until *maybe* Monday. I’m told this “specialist” called from an 800 number on 09/21 but didn’t leave a voicemail (my vmb is empty). I’m also told my landlord didn’t complete the occupancy verification, but yet, I was never contacted.

  Business response

  09/27/2021

  Ms. **** filed a complaint with the Public Utilities Commission of Ohio.  An account representative from AEP Ohio's credit payment and policy administration will contact Ms. **** within the next three business days to discuss her account.  Since AEP Ohio is a regulated entity and mandated by the utility commission, AEP Ohio will provide a response to the PUCO.  A PUCO compliance investigator assigned to Ms. **** account will contact her directly.  Should Ms. **** need to contact the PUCO compliance investigator directly she should call 1-800-686-PUCO or complete a request form at www.PUCO.Ohio.Gov and reference her case ID, ********.

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought property been trying for months to get electric. My property is split between aep and south central power Puco says aep has to install but there telling me could take up to a year. Instead of turning on power that's already there

  Business response

  09/13/2021

  This issue is currently being reviewed between AEP Ohio and the Public Utilities Commission of Ohio.

  Thank you,

  Sherry

  AEP Ohio

  Business response

  09/13/2021

  This issue is currently being reviewed between AEP Ohio and the Public Utilities Commission of Ohio.

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a tree limb fall into a power line 04/21/21 and aep had come to remove the limb and replace the power line/pole (see attached image). While talking with aep and ******** about the limb removal they said the tree may cause potential problems in the future because of a “lean” from losing that branch. They had asked for permission at that time to remove the tree in its entirety to avoid such future problems. I said they could under the contingency that the tree was completely cleaned up and removed from my property, because i am a 100% tpd service connected veteran with a spinal cord injury and i am not physically capable of doing such labor, which they said was not a problem. 5 months and two work orders later from the initial work order (********* and *********) there is still not a resolution. The individual from ******** said 8/31/21 they don’t remove “firewood” (see attached images) definitely not “firewood”. I want the agreed contingency to be completed in a timely manner.

  Business response

  09/02/2021

  
  Today, an AEP Ohio Forestry Supervisor contacted ******** who then contacted the customer.  ******** contacted the customer and let him know that they will be there to complete the job on 9/7/2021.  An AEP Ohio Customer Service Representative left a message for the customer confirming the details and left a contact number for customer to reach her if needed.
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry

  AEP Ohio

  Customer response

  09/13/2021

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

• Initial Complaint

  08/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved to a rental house in Columbus, OH on 8/11. I remembered to change the account to mine on 8/16. On 8/17 I received an email threatening disconnect and a voicemail. I returned Angie's phonecall who simply stated I needed to prove I was living at the house. My landlord was out of town so I asked if I could send my lease. I sent a screenshot immediately. My power was disconnected at 11:30am on Friday, 8/27. I immediately called AEP and they said only Angie could assist. I asked my landlord to call as well and he confirmed he left her a message around 12:15pm EST. I proceeded to call every thirty minutes as I couldn't afford to not have power. I escalated the request to Angie's boss. I resent my email with the lease. I kept calling. I was told the office was closed at 5pm and I didn't have power all weekend. I had to call, again, every thirty minutes Monday morning to get it re-connected. My food is spoiled, I was unable to work and nothing was done.

  Business response

  09/02/2021

  The complainant recently filed a complaint with the Public Utilities of Ohio.  Following is the response provided to the PUCO.  The complainant will need to contact her assigned compliance investigator for the final determination on her complaint.

  INITIAL RESPONSE TO PUCO:

  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.
  
  Address History:
  105-067-123-1 – Service in the name of ***** ** *** for period 12/28/2020 to 8/11/2021. Account closed when new customer made application for service.  Outstanding debt:  $995.02. 
  105-067-123-2 – On 8/16/2021, ****** ******* applied for service to be effective 8/11/2021.  Requirement for service:  Verification of lease and ID.  Request cancelled on 8/27/2021 when requirement was not met.
  Service disconnected on 8/27/2021.
  105-067-123-3 – on 8/27/2021, Ms. ******* again applied for service to be effective 8/11/2021.  Requirement for service:  Verification of lease and ID. 
  The property owner was initially contacted on 8/17/2021 but had to leave a voice message for him to call back.  The property owner called and left a message on 8/27/2021.  We contacted the property owner on 8/30/2021 – he verified that ***** *** vacated the home around 8/3/2021 and that Ms. ******* was his new tenant. 
  Service was connected 8/30/2021 at 10:57 a.m.
  
  1.  Has the customer contacted the company regarding this issue?
  A.  Yes.
  
  1a.  If so, when? What was the company’s response?
  A.  Following is the summary of the customer contacts.
  8/27/2021 4:39 p.m. – She was advised that our Direct Collections group were gone for the day and that someone would contact her on Monday.
  8/30/2021 9:33 a.m. – She called and was advised that a message was being sent to Direct Collections to contact Ms. ******* and release her request as soon as possible.
  8/30/2021 11:22 a.m. – Ms. ******* called to check on the account status. She was advised that service will be connected today as the verification of lease and ID was completed.
  
  2.  Was the customer’s service disconnected on 8/27/21?
  A.  Yes 
  
  2a.  If so, why?
  A.  Because Ms. ******* had not met requirement for service. 
  
  3.  Was the customer advised that the company would need to speak with her landlord- to set up service? 
  A.  Yes.
  
  4.  Did the company receive a voicemail from the landlord on 8/27/21 at 1220pm? 
  A.  Yes.
  
  5.  Has the company contacted the landlord back?
  A.  Yes.
  
  5a.  If no, why not? 
  A.  Not applicable – see above details.
  
  6.  What does the customer need to do to start new service for the customer? 
  A.  Nothing at this time.  Service has been connected for Ms. *******.
  
  7.  When will the customer’s new service start?
  A.  Service was connected on 8/30/2021 at 10:57 a.m.
  
  Today, 8/31/2021, an AEP Ohio credit coordinator spoke with Ms. ******* about her complaint.  Explained that we did attempt to contact the property owner but had to leave a message on 8/17/2021.  Ms. ******* said that the property owner said that he did not get the message.  The coordinator apologized for the problems she experienced with the company.
  
  Please consider this issue resolved.
  
  Thank you,
  Sherry

  FOLLOW-UP RESPONSE TO PUCO:

  Below are the responses to your follow-up inquiries submitted on 8/31/2021.  I have provided AEP-Ohio's response next to the individual questions to ensure that each question has been answered.
  
  1.  Did the customer submit any documentation to the company on 8/18/21?  If so- what did the customer provide. 
  A.  We received no documentation on 8/18/2021. 
  
  2.  Did the company receive a copy of the customer's lease? if so,- when? 
  A.  Yes, we received an email from the customer with a copy of her lease on Friday, 8/27/2021.
  
  3.  After receiving the lease from the customer- did the company contact the customer to let her know that more was still required? if no- why not? 
  A.  The customer’s original order had canceled.  Ms. ******* reapplied for service on 8/27/2021.  Our Direct Collection group did not receive the open order until the following business day, Monday, 8/30/2021.  ******’s order was released at that time as occupancy confirmation was made with the property owner.  An attempt was made to call Ms. ******* but a fast busy signal was received.  An email was sent to Ms. ******* advising her order had been released for service.
  
  4.  What time was the service disconnected? 
  A.  The service was disconnected on 8/27/2021 at 11:33 a.m.
  
  5.  Did the company attempt to contact the landlord on 8/27/21 after his 1220pm voicemail prior to the disconnect?-if no- why not? 
  A.  We are uncertain that a voicemail from the property owner being received, so no attempt to contact was made on 8/27/2021.
  
  6.  Did the customer submit a damage claim for her lost food, etc?  If so- what were the results of that claim?
  A.  No – If Ms. ******* wants to submit a damage claims, she would need to contact our call center.
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry

  Customer response

  09/13/2021

  My power should not have been disconnected, an email was sent with a copy of my lease on 8/18 following a call with Angie.  I was never provided additional information that this was insufficient and that my power would be disconnected for the following 9 days.  My landlord did NOT receive a voicemail on 8/17 as claimed, see his telephone records attached.  Please also note his telephone records do show that he had a lengthy call on 8/27 where he left a voicemail; before 12:30pm cutoff time.

  It is unacceptable to disconnect my power, make me create a new account before being able to forward my call to the one person who can restore it.  Once provided a new account information I sent that exact email to Angie at the exact email address she emailed me from.  I also left a voicemail.  I emailed the same screenshot of my lease on 8/27 at 12pm as well as a voicemail and voicemail from my landlord.

  Per Ohio statute the adult person in the home should have been noticed in person of the disconnect OR receive a written notice at the house.  I was home, working, and neither occurred.  I was not notified in person nor was there notice provided.  Additionally, I provided this information prior to 12:30pm and should have had my power restored by same business day.  Due to these failures I am entitled to compensation.  I am entitled to proper PUCO evaluation and representation of this situation.  I, personally, did absolutely nothing wrong other than move to Ohio.  Your absurd policy and resident verification process should be better.  Your collection attempts of the other individual, should be better.  This issue is between you and my landlord, having nothing at all to do with me.  I was the victim and I expect you to make this right.

  I did file a claim of loss wages, loss of food and hotel receipt that was denied.  The time and energy I have put in to complaining, to try to be heard and prevent this from happening to someone else, is outrageous and sad.  

  I followed the instructions given, I followed through on everything I was asked to do.  I am not ***** *** and her previous bill is not my concern.  I provided all information, I was never told it was not received after speaking with Angie.  I called AEP every 30 minutes on 8/27 after leaving a message for Angie, and emailing backup documentation, to ensure my power would be restored prior to the weekend.  I requested the call be escalated to her boss.  I never received a phone call back; my landlord never received a phone call back. I was the one who had to call on 8/30 to ensure someone was looking into my messages.  I emailed AND called repeatedly and Angie's voicemail said she was out of town!

  Customer response

  09/13/2021

   I do not have a contact at PUCO or anyone who’s managing anything on my behalf.

  Business response

  09/13/2021

  A complaint was filed on behalf of ****** ******* by the Public Utilities Commission of Ohio on 8/30/2021.  Ms. ******* submitted the complaint via on-line complaint form.  Ms. ******* will need to contact the PUCO's Service Monitoring and Enforcement Department at 1-800-686-PUCO (7826) and reference case id# ******** to discuss her concerns.

  Thank you,

  Sherry

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I notified AEP on June 30, 2021 from my old account address which is **** **** **** ************* ** ***** will be closed due to move. 7/1 called to verify shut off as scheduled, I was told of $337.86 refund due me. When I did not receive at new address in 10 business days I called back and then AEP said it was being processed on 7/16 and will receive in 5-7 days. This did not happen, I called several times with all different processing info. Last time I called I was told refund is by Visa card # and they gave me a phone number to ***** **** ************ which could take another 30 days or more. This was to be processed on 8/16 and mailed out 8/18 and now the end of August, 8/31 is here and no card has appeared resolution: I would like to receive my refund sooner than later since it has been over 60 days already and now they owe me the interest on that money.

  Business response

  09/08/2021

  AEP Ohio processes refunds as quickly as possible, but depending on external forces, some refunds may take 4-6 weeks to receive a refund after the service is stopped. We can confirm that North Lane mailed the refund card to Ms. Fleming at the address she provided AEP Ohio when she stopped her service with us. The pre-paid debit card was shipped on August 30, 2021, and should arrive within 7-10 business days.
  

  9/8/2021 @ 15:12 – an AEP credit coordinator called ***** ******** and left a voice message.
  

  Thank you,
  Sherry
  AEP Ohio

*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. ↩