ComplaintsforAEP Ohio

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 13 December 2023, I changed my electric utility supplier to ******* ****** ******** ***** ****  It was to begin with the December 2023 meter reading and continue go forward. This is in compliance with my right as a consumer under law to have choice to my energy provider. For 2 months, everything was fine. Then in Feebruary 2024, AEP did without approval or notification cancel me out of ******* as my utility supplier and put me under AEP itself. This resulted in an increase in my supply charge of 68%. ******* again then submitted a new request. For March 2024 once again my bill showed ******* accurately as my supplier. Then in April 2024, AEP again removed ******* as my supplier without approval, without request, without notification and put me back under AEP as my supplier. Again, this cost me 68% more for usage than I would have under my choice of suppliers. I filed a complaint with PUCO. AEP then sent me an email on 5 Apr 2024 stating they had received my request to switch my supplier to *******. The email noted this would take effect 29 Apr. However, on 21 May, I received yet another email from AEP stated they have cancelled yet again Next Era as my supplier beginning 27 June. So yet again, I am on MY CHOICE for ONE Month and then AEP is cancelling me again - putting me back under AEP. There is no reason for the cancelling nor was it requested or approved. AEP meanwhile is telling me they have no ability to cancel or reject a request - which is obviously by their own email a blatant lie. ******* is telling me AEP DOES have the ability and that once AEP rejects, there is nothing ******* can do. My right under law to choice of supplier is being violated. As well it is costing me 68% MORE in utility cost than I should be paying. I need this taken care of once and for all. AEP cannot be permitted to violate law to make more money.

  Business response

  05/23/2024

  AEP Ohio reviewed the most recent drop transaction received from the supplier. When a drop transaction is received from a supplier, they must cite a reason code as to why they are dropping the customer. In this instance, the reason code was B38. B38 (per the Ohio EDI guidelines) indicates "Customer was dropped by the CRES Provider for reasons other than non-payment". We are unable to determine beyond that why the CRES Provider has dropped the customer.
  

  AEP Ohio CSR spoke with ***** **** to advise of the above information.

  Please consider this request fulfilled on behalf of AEP Ohio.

  Thank you,

  Sherry

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am currently being charged 3 monthly installments of $167 (totaling $501). When I called AEP, I was told by an employee and their supervisor that the charges were added to my account because I had 2 late payments within a 12 month time frame and I was sent an email telling me of this practice. I keep all my billing emails but I don’t see anything regarding this received from AEP! I was told that if I pay all payments on time for 12 months I can get that money back. But, I would be out $501 for a year’s time!!! They refused to do anything to help at all! I believe the amount of $501 is outrageous for a LATE FEE! It feels like highway robbery. I understand late fees, but $501? I am currently without a job and this extra amount really puts a kink in my budget. This charge seems totally inappropriate!! I have never seen anything like this with my other bills, loans, and/or credit cards!!

  Business response

  05/01/2024

  Today, 5/1/2024, an AEP credit coordinator called the customer, ***** ******** at 9:30 am.  The credit coordinator informed ***** ******* as a one-time courtesy the Company will waive the remaining deposit installments.  Advised the installment that has already been paid, $167.00, will remain on the account for 12 months and as long as there are no future late payments the funds may be refunded.  Also informed the customer that any future late payments may result in a deposit being billed to her account.

  The customer was thankful for the waiving of the remaining deposit installments and understood that any future late payments may result in the account being billed another deposit.

  Please consider this request fulfilled.

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m not liable for this debt with AEP electric/Eastern account system, I do not have a contract with AEP electric/Eastern account systems, they did not provide me with the original contract as requested

  Business response

  04/25/2024

  Today, 4/25/2024, an AEP credit coordinator spoke with Mr* *******, he states he paid the final bill at the address he lived at, that bill is $54.23. The credit coordinator requested that Mr* ******* to provide any form of proof like a check, money order receipt, he stated that if he decides to open new service with AEP, he will provide proof at that time.  Mr* ******* advised that he disputed the charge on his credit report, and it has been removed from his report.  Mr* ******* is satisfied with the way things are right now and ended the call. 
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  YES, I JUST MOVED INTO ** ********* ******* ****, APRIL 6, 2024, CAUSE GOING THROUGH A DISILLUTION, CHECKING ON MY ELECTRIC BILL, $ 42.88 PLUS $ 1300 I DONT HAVE, ALSO I HEARD AT WORK, THEY TRIED THIS SAME ISSUE ON A CO WORKER OF MINE, SAME AMOUNT, THAT SOUNDS STRANGE. THEY SAID I LIVED An ADDRESS *** ***** ******* * SENT YOU DOCUMENTS, I FEEL A COMPANY SHOULD NOT THROUGH PEOPLE UNDER THE BUS LIKE THIS, IN THIS ECONOMY LIKE IT IS ... PLEASE HELP

  Business response

  04/24/2024

  AEP Ohio has reached out to the customer.  Ms. ****** has an old PPP debt from a charge off account in the amount of $1,260.64.
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry 
  AEP Ohio

  Customer response

  05/06/2024

  before  moving  into **  ******** ** * ******* * **** ***** *  was  living in  ******  ohio  for  over 20  years ,  with  a husband .
  

  now  living  in *******  , this  electric  pops  up ,  i  know every place i  lived and  ***  *****  *****t was  not in    ******  **** *  sorry  i  haven't  been  able  to  get  ahold of you  ,  my  work  has  been  working  us 6 days  a week .

  someone  at work  said , AEP pulled  this  on  them ,  with  the  same  exact  amount,  which  sound ,  strange  to me ,  do  i  have  to  take  this   to small  claims court,  im newly separated, and have a lot  of bills ,now plus AEP doing  this , on top  of  everything, i'm going through,  please tell  me ,  they  want  me  to  pay  a bill   , for  9 months , plus  my monthly use  .  I am  1 person  trying  to  work  and pay my bills, plus  rent now . 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  AEP is my Residential power provider. I noticed on my current bill that the Transmission service charge and Distribution Charge changes from month to month. I contacted AEP Ohio and asked them how they figure the charge amount, and the representative told me that they were unable provide the information that I wanted and that was the end of the call. 01/18/2024-02-15-24 Bill charges are as followed. 26.04$ for Transmission service, 42.40$ Distribution service, Customer charge 10$ and 55.66 for the 785Kwh at $0.0709. 02/16/24-03/15/24 Bill charges as followed Transmission service 21.46$, Distribution service 36.69, Customer charge 10$ and Current supplier charge 45.87 647Kwh @ $0.0709. 03/16/24-04/16/24 Bill charges as followed Transmission service 30.77$, Distribution service 39.35$, Customer charge 10$ and Current supplier charge 49.87 702Kwh @ $0.0709.

  Business response

  04/23/2024

  An AEP Ohio CSR called and spoke with Mr. ******* to resolve his concerns. Mr. Parlsey filed an informal complaint with the Public Utilities Commission of Ohio.  A detailed response has been sent to the PUCO.  The investigator assigned to Mr. *******'s case will contact him to discuss in detail or Mr. ******* can contact the investigator and reference case ID ******** to discuss.

  Thank you,

  Sherry

  AEP Ohio

  Customer response

  04/23/2024

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I may a bill payment on 3/28/24 but AEP never debt it from my account and sent me a letter saying the payment was returned. I called my bank and they said AEP never tried to debt the account. When I contacted AEP they said to contact ********** however when I called them they said I had to be a representative of AEP to talk to them about the payment.

  Business response

  04/04/2024

  Our records shows that customer's payment was presented to his bank; however, the payment was returned, stating that the account was closed.  Customer did make additional payment on 4/2/2024, the account has a $0.00 balance at this time. 
  
  An AEP credit coordinator called customer on 4/4/2024 at 2:00 pm, customer answered the phone and asked who I was, the credit coordinator explained who he was and why he was calling.  Customer held the phone for a minute and then hung up.  The credit coordinator called customer back three times, each time the call went to voicemail.  The credit coordinator left a message asking the customer to return the call if he wanted to discuss the complaint.  The credit coordinator left his direct contact number. 
  
  Please consider this request fulfilled on behalf of AEP Ohio.
  
  Thank you,
  Sherry

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding my electric bill, which has consistently been almost $400 per month despite signing up for a plan that purported to help save money. I am deeply concerned as the plan has not only failed to provide any savings but has instead led to a significant increase in my monthly expenses. When I contacted customer support to address this issue, I was informed that the elevated charges were a direct result of the plan. However, this contradicts the primary purpose of the plan, which was advertised to assist in saving money. It is perplexing and distressing to find myself in a situation where my bill has nearly doubled from its previous amount of $200. Moreover, I was shocked to learn that removing myself from the plan would incur an exorbitant fee of $600. This is entirely unjust and unacceptable, especially considering the financial strain this plan has placed on my family. What is particularly troubling is that I was never informed of any potential costs associated with discontinuing the plan at the time of enrollment. The lack of transparency regarding such significant fees is highly deceptive and leaves me feeling deceived and exploited as a consumer. I urge you to investigate this matter promptly and take appropriate action to rectify the situation. It is imperative that measures are implemented to prevent other consumers from falling victim to similar misleading practices in the future.

  Business response

  03/12/2024

  Hello - 

  On 3/8/2024 an AEP Ohio CSR spoke with the customer and informed her that the bill is correct and the AMP plan she is billed on is correct. The CSR explained that the AMP plan is based on a rolling 12-month average of her billed amounts. The CSR told her the AMP amount is different than the monthly amount because the AMP amount is an average of the past 12 months and gave her 2 examples. On August 16, 2023, if she was not on AMP her bill would have been $525.05 but the AMP plan was $304.00.  On February 16, 2024 if she was not on AMP her bill would have been $247.64, but the AMP plan was $380.00. The CSR told her the deferred amount of $696.11 that shows on her bill is because she has underpaid and if she elects to come off of the AMP plan that balance becomes due. The CSR stressed the AMP plan is an Average Monthly Payment. It balances the monthly bill. She misunderstands because she says it is supposed to save money. The CSR suggested she go on the AEP Ohio website if needed to gain additional information and understanding, and informed the customer that there was a rate increase which increased what she is paying for electric. The CSR advised her the bill is correct.  

  Please consider this request fulfilled.
   
  Thank you.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complain is about AEP wrongfully charging me for a service not provided. I had a bill that was charge to my account for the period of 11/15/23 -12/15/23 in the amount of 353.35. this amount was paid in full. I turned my meter off since I have solar and was running my solar power. I got a second bill for the period of 11/16/23-12/15/23 in the amount of 259.03. for which my meter was still off at that period. I again got a third bill for the period of 01/19/23-02/16/24. in the amount of 343.1 for which I believe its a combination of the second and the third bill. I'm not sure how the meter got read since I was keeping truck to make sure AEP has a personnel coming over for the readings. Myself or my family did not see anyone coming in for the reading but AEP manage to get a kilowatts for the off meter for two consecutive month. I pleading with BBB to aide me in resolving this two bills they did not provide services for. Please reach out to me for any questions or concerns on ********** or by email on ***************************

  Business response

  02/29/2024

  Hello - 
  
  On 2/27/2024 an AEP Ohio CSR spoke with the customer, and he was concerned about a payment not being received. He says the payment was made at Kroger. The customer will go to Kroger with receipt for them to fix the payment.
  
  Please consider this request fulfilled.
   
  Thank you,
   
  Amber

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been charged a second deposit by AEP for past-due bills that have now been paid. Today, I contacted AEP to find out why my bill showed additional charges from AEP. They reported that due to my late December payment, I was charged a deposit of $150.00. I explained that I paid a deposit when I started my account, and they reported they have a policy that they will take another deposit if your bill continues to be late. I explained to them that I had been late on my bill. However, I paid a deposit when I started the account. I further explained that I applied for assistance through them, and the December bill would have been late due to waiting on their neighbor-to-neighbor program to approve me. I spoke with two people. The first person was rude to me and argued with me. I then requested a Supervisor, who was also rude. They both counted the times I was late on my bill while I was on the phone. I explained to both of them that I wasn't disputing the fact that I was late; I was discussing that charging an additional deposit on top of late fees while waiting for assistance was unethical. The Supervisor reported this was a policy that the Public Utilities Commission handed down, and it applies to everyone. She again pointed out that I was late on my bill and told me that waiting on assistance was not why I was late paying my bills. I attempted to clarify with her that it was the Public Utilities Commission that I needed to contact. She said you can, but it won't change. She then attempted to argue with me about why charging the deposit was ethical. I then explained that she could not assist me and that I would move forward with the BBB and Public Utilities Commission.

  Business response

  02/29/2024

  Hello -        
  
  An AEP Ohio credit coordinator attempted to reach the customer via phone on multiple occasions but was unsuccessful. The coordinator left his contact number for the customer to call him back directly but has not received any calls from the customer. The customer was billed a $100.00 deposit when she moved into the property in 2021. The customer has paid late on her account multiple times over the past couple years.
  
  In December 2023, the customer was billed an additional deposit in the amount of $148.00   due to the late payments. Customer's do receive a notification that a deferred deposit will be charged if the customer continues to pay late. This customer was sent this notification on 9/20/2023. The billing statement has been attached.
   
  On 2/29/2024 the coordinator sent the following email to the customer:      
  "Hello Ms. *******
   
   I am with AEP Ohio. I have tried contacting you to address the complaint you filed with the Public Utility Commission of Ohio.

  Your complaint states that you were billed an additional deposit, while awaiting assistance on bill, from a state agency. We are not aware that you were seeking assistance on your bill. We sent notification of the deferred deposit on your September bill. This was to inform you of the possibility of a deposit being billed. I am sorry I was unable to reach you to discuss this issue.
  
  If you would like to discuss your account, please contact me.
  
  Thank you."
   -END-                              
  
  Please consider this request fulfilled.
   
  Thank you.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to reconnect electrical power during below freezing temperatures to one of my families rental properties when all heat in the building is electric, causing a higher chance of water damage due to possible frozen pipes occuring. We have landlord contracts in place with the company to have the power reverted to our name for periods of time in between tenant occupancy. Aep fails to recognize these contracts and one of their supervisors (Jerri B****) has been completely rude and improper in her manner in dealing with this issue. On multiple occasions she has hung up on myself and my grandmother as well as talking down to both of us in condescending matters, instead of following the outlines of the landlord contracts.

  Business response

  02/23/2024

  Hello -   
  
  On 2/20/2024 an AEP Ohio CSR contacted customer to review and find the address that this originally happened at, which was **** ***** *** **** ****. Mr. ****** explained that the previous tenant had passed away and that her trustee had called in to close the    account which led to meter being disconnected. The owner was very concerned that the pipes would freeze and couldn't understand why the owner agent agreement did not go through. After multiple conversations Mr. ****** was able to get in touch with someone that was able to help him. The power was restored, and the CSR verified that the new owner agent information was on this account.            
  
  Please consider this request fulfilled.
   
  Thank you. 
  

*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. ↩