ComplaintsforAES Ohio

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The quality of AES's customer service has left me deeply disappointed. It is among the poorest I have ever experienced, and I wish there were another option for electricity. I spoke with ********* on 6/12/24 and confirmed that services were no longer in my name and under the name of my tenants. ********* confirmed that services had been put into my tenant's name, effective 6/7/2024. I asked her if she could backdate the cancellation to 6/7/2024, to which she stated that was not possible, but she could cancel them effective 6/12/2024 because that is the date I reached out to AES. I obliged and thanked her for her help. ********* never informed me that the services would revert to my name if my tenants did not complete the process. Here we are, 7/23/2024, and the services are still in my name because the tenants still need to complete the setup process, but the services were put back into my name without notification or authorization. I spoke with ********* again on 7/23/2024. ********* confirmed our conversation that happened on 6/12/2024. I asked ********* why I received the bill, and she informed me that the services went back under my name because the tenants failed to complete the process. This is when I reminded her of our conversation on 6/12/2024 and how I had confirmed that the services were no longer in my name. She said I did not request cancellation on 6/12/2024, but that should have been implied in my line of questioning. ********* knows I wanted the services out of my name, and she knows what AES specifically looks for in a cancellation, but ********* failed me by not confirming precisely what I wanted. ********* said I didn't specifically ask for the services to be canceled. Therefore, I was responsible for the bill due on 8/1/2024. This is a word game, and I don't appreciate the lousy faith AES is displaying. All I want is for AES to backdate my request for cancellation to 6/12/2024. DO THE RIGHT THING AES!

  

  Business response

  08/07/2024

  On 06/12/24 our customer spoke with a customer service representative to confirm that the services were no longer active in their names and were starting under the new party’s name. The request for services to be started under the new party’s name was supposedly requested on 06/07/24 but our company does not have any records indicating that. The customer requested for the bill to be backdated to when the services was supposed to be discontinued on 06/07/24, but that could not be granted because when the customer called our company and spoke with a customer service representative on 06/12/24 the customer only called to confirm that the services will no longer be active under their names and starting under the new party’s name.  The customer service representative stated that the services can be discontinued effective on 06/12/24. But due to the new party not completing the process in getting services into their name, the services remained active under the customer’s name and was never disconnected. The customer was to call and request to stop the services under their name, and then the new party was supposed to call and get services started under their names. On 07/25/24, The customer’s (wife) called in to request to get the services started for the new party, and it was scheduled to begin under new party’s name on 07/26/24. So, therefore the customer was charged for the remainder of the service being active through 07/25/24. The total account balance as of 07/25/24 is $158.81.

  Customer response

  08/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is a lie! Not once did ********* state to me that the new party had not completed the proper documents to get it started under their name. This company is severely mismanaged and needs to be under new management immediately! 
  

  LIE:

  “The customer service representative stated that the services can be discontinued effective on 06/12/24. But due to the new party not completing the process in getting services into their name, the services remained active under the customer’s name and was never disconnected. The customer was to call and request to stop the services under their name, and then the new party was supposed to call and get services started under their names.” 

  As shown in the photos, I attached, ********* told me it was no longer in my name and no further mention of the new party not completing the documents and or me needing to call in and cancel. When I asked for a transcript, they said they could not complete that task. Now I know why, so that they can lie about what they are doing. 

  This is half way accurate:

  When I chatted to ask about my bill, they said it was still in my name, without notice. It was only then, 7/25/2024 that I was notified services were put back in my name after my tenants failed to complete the registration.  I should have been notified the second it went back into my name, but I wasn't. Service was supposed swapped a month and a half ago. That's the poorest quality of customer service and even worse management to let such incompetence occur. Customer service just shows the low level management that is this company. I wish I had a choice in another company. I should not be held accountable for the balance for which was in my name without notice or my consent. 

  Yes, my wife called to have the services put in her name, so that my tenants had power. Their children were terrified and they lost groceries. My wife only called once they wanted to extort me for $400 in order to start services and give my tenants power. AES doesn't make it easy for noncitizens to obtain services. Another gross negligence of this company! 

  The company should be responsible for the $393 and their supervisors and senior management should tender their resignations immediately! 

   

  Sincerely,
  
  ******* ******

  

  Business response

  08/16/2024

  The new party applied for services, which created an account closed order for the customer when the new party's account was entered. Per the remarks on the new party's pending opened account, the new party never met the requirements in getting the services started under their name, so the new party pending opened account order was voided, which also voided the customer's account closed order. So, the services were never actually taken out of the customer's name on 6/07/24. It is not our company's policy to notify a customer that services have stayed in their name when a new party didn’t meet requirements.
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my utility bill to AES Ohio and due to a bank error, the payment was never made. I was unaware that the payment was not made, as I did not receive any mail or telephone notification that the error resulting in outstanding payment on my account. I came home to a notification that my electricity had been disconnected. In the notification, the instructions were to make payment and call the number listed before 3PM to have the electricity restored. I made 30 total attempts, as did my partner, to no avail. I even called the Public Utilities Commission of Ohio and was given another number that also did not work. Obviously after an hour of calling and not being able to contact anyone, I turned to the chat function on the AES Ohio website where an attendant was able to confirm payment; however, because it was past 3PM, I was told that they were not able to reconnect my power, despite the fact that the business does not close until 5PM. I understand that it is my responsibility to pay my bills on time, but if a bank error occurred and I was never notified, despite the business having both my partners and my contact information, then how am I supposed to know payment was never made? In addition, AES Ohio collects a $150 deposit fee at the beginning, but does not use this money to cover payments when they’re not made? What is this money used for?

  

  Business response

  08/19/2024

  On the mailing date of 07/08/24, our customer received a disconnection notice indicating a past balance due in the amount of $133.17, and our customer must have made this payment on or before 07/22/24 to avoid service interruption. “Please see disconnection notice attached”.  Our customer made a payment of $270.99 on the day of service disconnection on 07/23/24. To avoid service interruption, our customer must call and report their payment and confirmation number to one of our live customer service representatives (CSR) by 5:00 PM before the day of disconnection. If the customer services are disconnected, the customer must call by 3:00 PM to get same day reconnection of services. If our customer waits until after 3:00 PM to report payments and confirmation numbers to a live representative, or if the services is disconnected after 3:00PM, the customer must wait for service reconnection the next business day regardless of holding time reporting payments and to report that all service breakers are in the off position. Anytime a customer makes a payment, it can take 24 to 48 hours to process. If our customer needs assistance with their utilities our customer can sign up for a 1/6 or a 1/9 payment agreement. The 1/6 payment agreement consists of the customer paying 1/6 of their past due balance (installment) + current bill for 6 monthly payments. The 1/9 payment agreement consists of the customer paying 1/9 of their past due balance (installment) + average bill for 9 monthly payments. Our customer will have a conditional amount due by 5:00 PM to start the contract of the payment agreement. Our customer can contact Community Action Partnership by dialing ************* to sign up for the PIPP or HEAP Program, and our customer can contact United Way Help Link by dialing 211 to get assistance through different agencies to help with utilities. When customers apply for services, there may be a deposit required for the customer to pay that they will be billed for. The deposit is determined by running a soft utility credit check during the processing of the customer applying for new services, once our customer makes 12 on time consecutive payments, the deposit will be credited back into the customer’s account covering any payments that are due or past due at that time.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Sunday July 15th our electricity went out. At the time a storm was about to come through and winds had picked up only slightly in our area. The storm did not pass our area until after our service went out. After an hour I called the outage line to make sure it had been reported. Automated recording assured me they were aware and that crews would be dispatched asap. Option to speak to a representative was answered with another recording discussing something about a bill calculator, refers you to go the website and choose the cat option and ultimately ends in being cut off. I then go to the website to try the chat option and it has been shut off and refers you to call. Neverending circle! Screenshots uploaded prove my experience with their avoidance tactics which I have now experienced numerous times in the past 1/2 day. It has now been 12 1/2 hours without electric service. No crews of any sort (assessment, tree clearing, or linemen) have been to the area. Several residents in this affected area are elderly and dependent on the air conditioning, oxygen, other electric medical equipment or refrigerated medicine. Besides the fact that all of us has lost refridgerated/frozen groceries due to the lack of power. This is not only an inconvenience at this point, it is costing paying customers money and possibly health issues that may result in medical expenses. The lack of customer service is unacceptable! They are SUPPOSED to be providing a service 24/7 but are failing to do so and leaving customers with no answers (updates, ETA, etc). This is the definition of poor business, poor management, and poor service! If a customer does not pay their bill they are held accountable by accessed fees or loss of service. I would truly like to see AES OHIO held accountable for our loss of service, their lack of clear communication and non-existent customer service, and for the financial loss I along with my neighbors have and may occur due to their horrible business practices.

  

  Business response

  07/26/2024

  On 07/14/24, our customer experienced a power outage at their residence due to wind damage, and the duration of the outage lasted for 25 hours and 36 minutes. Our company was notified about the outage and sent technicians out to access the situation to be able to get the required equipment and crew members to be able to repair whatever damage that was done during the windstorm. The damage that occurred during the wind stormed caused a utility pole to brake and it was lying in the road, along with the transformer with liquid spilling out of it. There was one span of primary and neutral line that were down. Crews needed to replace the transformer with a new transformer as well as the bare spot in the neutral that needed to be repaired. A triplex that feeds across the street needed to be rehanged.  There was also a fuse that needed to be repaired. The windstorm caused major damage, so it took crews a bit of time to get all the equipment and trucks needed to repair the damage. There was also oil that spilled on the asphalt road that also needed to be cleaned up. Our company understands the frustration regarding the power outage and our company understands how this affected others. The outage that occurred was unprevented due to the windstorm and our crews understand the importance of getting our customers’ power restored in a timely manner. Safety is our company’s top priority. We strive to restore power as quickly and safely as possible, but it may also require additional crews or equipment.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/14/24 @3pm, Our power went out during a storm. It flickered back on for a second then was off again. I looked on the website for details and it stated that the power would be back on by 8pm. 8:30pm, no power. Called the restoration specialist online and she was no help. Couldn’t tell me why the power went out(we’ve had storms all week no problems) . Said it was an act of God. It’s very hot and we have elderly neighbors. It is ridiculous how bad AES is and then have the audacity to raise prices.

  

  Business response

  07/31/2024

  On 07/14/24, our customer experienced frequent power surges. The most recent power surge lasted a total of 6 hours and 28 minutes, due to wind damage. “Please see outage history attached. The outage was caused by wind damage, and our company crews indicated no cause found and no repairs needed to be done. Power outages can be caused by many circumstances. Storms caused by heavy wind are major causes of power outages. However, our company cannot control or prevent these reoccurring incidents involving mother nature. Our company does understand our customers’ frustration and the inconvenience this has caused. Our company understands the importance of having power restored as quickly as possible, as we stive to restore power as quickly and safely as possible. Our company constantly monitors and analyzes interruptions and conducts a variety of routine maintenance programs to keep our customers safe.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07.03.2024 This is about thr fourth time our neighborhood has lost power. This time it is a storm. I understand some things are beyond our control. However, it seems like this neighborhood looses power practically every month. It takes them nearly 6 to 8 hours to restore power. Is there something your company can do about loosing power all the time here. In addition, can your crew work faster. I am on oxygen and I know others are in need of power. This is ridiculous. Every year we loose power about 8 to 10 times a year. Every year it gets worse. I want better equipment, faster service, and answers why our neighborhood looses power so much.

  

  Business response

  08/02/2024

  Our customer is concerned about the frequency of outages that have been occurring. A reliability investigation is appropriate when there is a reliability issue detected (3 or more controllable/preventable outages in a 12-month time frame). Currently, there are no reliability concerns requiring father investigation by our company. All repairs and replacements were made at the time of the outages to return systems back to normal and restore power. Any 0-hour 0 minutes circuit trips are considered flickering lights. There has been a total of 5 uncontrollable outage causes in the last 12 months.
  1 Auto Accident on 05/04/23
  1 Trees OUT of our company’s Right-of -Way(R/W) on 05/22/24
  1 Animal on 06/08/24
  1 Lightning on 07/03/24
  1 Wind on 07/14/24
  Our company cannot control or prevent auto accidents, wind, storms, trees from falling out of our R/W or lightning. Our company understands that power outages are frustrating for our customers, and we are committed to providing reliable service to all customers. Still, it is important for all customers to have a plan in place in case of a power outage, especially if there is a special medical condition. Our customer may contact our company customer service department (PH# ************) to let us know if there I condition, and it can be notated on the account (*life support notations require additional paperwork to be completed by the patient’s doctor but is faxable). However, our company cannot guarantee priority restoration, and any customer would need to have a backup plan in place, such as using a generator or staying with a friend or family member during an outage.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 23, 2024 I called in and spoke with Felicia to have my account placed on budget billing and she said it would begin next billing cycle. It did not reflect budget billing in May 2024. On May 21, 29, 30, 31. I sent emails asking for the budget billing issue to be corrected. Everyone responded with a different reason why it couldn’t be handled via email and to call in for any further concerns. On May 28, 2024 I called in and spoke with Cassidy who was unable to handle the account issues so I asked for a supervisor. She said one was not available at that time and she would leave a note for me to receive a call back. I received a call back from the supervisor ***** on May 30, 2024. I was unavailable and she left a voicemail to call back in. May 31, 2024 I called in and spoke to “unknown” customer service rep. I asked this representative several times for a supervisor. She refused and gave me several reasons why I wasn’t being transferred to a supervisor. Eventually, I was transferred to a supervisor, *****. ***** assured me the account was on budget billing and apologized for her “new” employee’s conduct. June 27, 2024. My account is not reflecting budget billing amount I agreed to in May. June 26 & 27, 2024. I sent another email, the emailed responses from **** and *****, Customer Service Representative Customer Correspondence, have said I need to call in for security purposes. This is time consuming, frustrating, and unacceptable from a company I have no choice in dealing with and receiving my electric energy from. I have no choice. AES Ohio is the only company in my area to offer customer service and electricity lines, etc. My account is paid in full and I have no outstanding money due.

  

  Business response

  06/28/2024

  We’re very sorry to hear that our customer feel like you're having a bad experience with AES Ohio's Customer Solutions Center. It’s our goal to deliver the highest quality of service to all of our customers. 
   
  It is correct that AES Ohio Customer Service is only willing to provide agent assistance over the phone for our customers with this extra security passcode feature.  This is simply apart of the additional security process.  We understand that this may not be the most convenient for all customers which is why passcodes are added only at the request of the individual customer.  Please understand, AES Ohio takes security and the safety of our customer’s information very seriously.  If this is a feature our customer no longer wishes to have & they'd like to disable the passcode on their account, they may do so through Customer Service at ************** or ************, Monday through Friday, 8AM until 5PM.
   
  Their passcode will still be needed before AES Ohio Customer Service Representatives are able to release, verify, or make changes to any of their account information.  Please note:  If our customer cannot recall their passcode, they will be required to supply a notarized copy of their state identification & social security card with a written request to remove/update the passcode (if applicable, email: [email protected] or fax # *************.  

  Thank you. 

  Customer response

  07/01/2024

  The passcode was meant to replace the unsafe practice of giving my social security number to Customer Service Reps. It was never disclosed to me that it was an extra layer of security. It is my right to not use my social security number. People have their identities stolen because of this overuse of social security numbers and companies not doing the due diligence in protecting their customers personal idenitity. I have not asked for anyone to do anything I haven’t called in and asked for with my passcode. The issue can be fixed easily by a supervisor who reads my account notes, fixes the budget billing, and then responds to my email with “We have corrected the issue and you may login to your account to see the changes.” It’s like I’m dealing with robots who only know how to do what the written code tells them to do. I’d like to deal with someone who is a Homo sapien and can think logically to fix the issues! I can deal with my doctor without my social security number! This is ridiculous. 

  

  Business response

  07/01/2024

  Thank you for the follow-up inquiry regarding our customer’s passcode concerns.  We understand & acknowledge that our customer is frustrated with AES Ohio’s online & email agents providing consistent information about her passcode, but that is because there’s standard business practice as we take the security and the safety of our customer’s information very seriously.  This has not been a complaint voiced by any other customers with the passcode feature.  Apologies for any confusion the passcode may have caused our customer, but they are now aware of the online restrictions a passcode does entail.  Again, we understand that this may not be the most convenient for all customers which is why passcodes are added only at the request of the individual customer.   It is up to our customer on whether they’d like to continue to have a passcode or not on their account.  If this is a feature our customer no longer wishes to have & they'd like to disable the passcode on their account, they may do so through Customer Service at ************** or ************, Monday through Friday, 8AM until 5PM. Their passcode will still be needed before AES Ohio Customer Service Representatives are able to release, verify, or make changes to any of their account information.
  
  **Please note, AES Ohio already has our customer’s social security # on file from when they previously applied for service.  The passcode may be asked for by the phone agents in lieu of the last 4 of a social security number (which is the norm for most customers), but AES Ohio may request for a customer to verify any &/or all customer application information at any time for identification / verification reasons.  
  
  Our customer's complaint has been investigated, answered in full, & they’ve been provided with their options regarding this concern. AES Ohio considers this case to be closed. Thank you.
  
  

  Customer response

  07/01/2024

  My issues have not been validated or fixed. Why can’t a supervisor call me? Why can’t you send me message via the online account? Why can’t you do what I called in about a month ago and a supervisor assured me was done?
  

  The first issue has not been addressed. Fix the budget billing on my account. 
  The second issue of this passcode, I don’t want AES Ohio using my social security number when I call in nor do I want it displayed to reps within the call center. So, what is the alternative to not give my social security number when calling about my account and also not having this extra layer security passcode?  Why is AES Ohio taking this to a complicated level that is not secure but frustrating and an excuse to not do your job!

  

  Business response

  07/01/2024

  Please note, BBB Case Complaints are responded to by AES Ohio's Executive Offices who handle escalation beyond the Customer Service Supervisors.
  

  Although we appreciate our customer's recommendations on how we can better serve them, AES Ohio Customer Service Center's safety & security practices / procedures will not be changing regarding passcodes. 

  If this is a feature our customer no longer wishes to have & they'd like to disable the passcode on their account, they may do so through Customer Service at ************** or ************, Monday through Friday, 8AM until 5PM. 

  Our customer's complaint has been investigated, answered in full, & they’ve been advised of their options. This case is now closed. Thank you.

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was advised by your rep that I may use the passcode in place of my ss number via email, chat, or phone per your policy. I do not have to give anyone my ss number, it is my right by law. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my family moved to a new house we were told the electric was In the landlords name and we had 1 week to switch it over so we complyed it got shut off the 2nd day in our home we called and asked why it got shut off AES said that it was past due we didn't owe them anything and asked why it wasn't switched over they asked for a notarized copy of the lease aswell as a notarized copy of my id told me all day the next day it would be on they never showed they asked for a notarized affidavit then they asked for a notarized landlord affidavit then they asked me to submit another affidavit to which I complyed with everything they asked for we have been without power for 8 days now we have spent all our money on fuel for our generator we have lost all our food twice our neighbors are complaining about the generator running and we have to very young kids we don't know what else to do we need help with this situation they even tried to make me pay the previous tennits bill to get it back on I have never had AES and do not owe them anything but still don't have power we have also contacted the public utilities committee

  

  Business response

  07/22/2024

  Thank you for the inquiry regarding our customer's new service request.  Our customer was advised of their requirements to start service on 06/13/24 (notarized ID & Revenue Protection (R/P) Checklist (notarized affidavit & copy of lease)).  When those requirements weren't met, service was disconnected in the previous party's name for delinquent payment since it was still in their name.  Our customer didn't attempt to send in the documentation until 06/18/24.  Only part of the lease was received, affidavit did not include all adult occupants listed as instructed, & once the landlord statement was received (additionally requested due to the partial lease), there were conflicting dates on the paperwork 2023/2024.  The purpose of the Checklist paperwork is to prove the change in household & verify that the previous party does not & will not reside at this address.  Once AES Ohio was able to speak with the landlord to verify the change in household directly, the new service reconnection order was released.  Service was successfully reconnected on 07/01/24.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aes has posted to my online account that my payment of 375.83 has been paid and funds taken from my bank. I made split payments and due to an electronic deposit issue part of payment was declined. As soon as my bank alerted me of this the deposit was resolved and payment resubmitted to AES. They show on my online account no disconnect info and next payment due July. 4 days after my payment cleared to them I get a notice at my door accusing me of being a criminal because the payment did not go through and I have to pay AGAIN. With no date when it's required. Live chat Shawn tells me I only owe the $15 return check fee. I then call and spoke to *********, the rudest person I have ever spoken too. She treated me like a dog telling me the payment of 175.83 did not go towards my disconnect balance, it went towards my balance due in July and her or a supervisor would not be able to make it right. I would have to pay an additional $175 plus $15 fee in 5 days or I will be disconnected. I tell her this is not logical and the payment has been received and I can't pay ANOTHER $175. She would not tell me her supervisors name but said they would call me back. Not surprisingly I never received a call. Everytime I spoke with a rep I was given a different time when technicians work or amount due or date due. The paper left at my door has no date when the payment I already paid is due. Had I not called I would have received a surprise disconnect. I have never had a returned payment before in all of my years as a customer. Aes has my money and now is demanding more while treating me like I'm a criminal when I rectified the payment issue as soon as I was aware. They have removed the option for me to now make payments online and debit card payments require a fee. I have done my part and do not deserve this treatment. My payment should go towards my June amount due with no disconnection, not towards my July balance and demanding I pay ANOTHER payment that they have already posted.

  

  Business response

  07/31/2024

  
  On 06/12/24, our customer made a payment using our company’s automated payment system in the amount of $175.83 using their checking account number ending in 4880. On 06/17/24, our customer’s payment of $175.83 was posted into their account on, leaving their account balance totaling $61.28. On 06/20/24, our customer’s payment of $175.83 was returned due to insufficient funds causing our customer to be charged a $15.00 return payment fee. When customers make a payment using their checking account or with any other payment methods such as using a debit or credit card or paying at one of our company’s authorized pay locations it can take up to 48 hours for payments to be processed successfully. We advised our customers to call and report their payments along with a confirmation number to verify that their payment was received.  A return payment is considered a payment that was made using a customer’s checking account that was not honored by the banking institution after being posted to a customer’s account. The payment gets returned and the amount is debited back to the customer’s account. If the customer is held responsible, there is a return payment charge of $15.00, and their checking account is blocked for 12 months. Post notice will automatically be generated for the next business day and will be left on the customer’s front door by a technician. Our customers then will have 5 days from the post notification being left on the customer’s front door to satisfy the return payment charges to refrain from service interruption. If our customer’s services have been interrupted the customer will have to pay all the return payment charges and any reconnection fees that are due. On 07/01/24, our customer’s payment for the return payment charges was posted into their account satisfying all the return requirements. Currently our customer has a total account balance of $284.93 due on 08/07/24. Our customers are eligible to set up a payment agreement which includes a 1/6 payment agreement that consist of paying 1/6th of the customer past due amount (installment) + average bill each month, or our customers can set up a 1/9 payment agreement that consists of paying 1/9th of the past due amount (installment) + average bill each month. Our customer can contact agencies to assist with their utilities by contacting Help Link by dialing 211 and contacting Community Action Partnership by dialing ************ to sign up for the PIPP program for assistance.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i was getting cought up on my bill and then 03/24 i owe 556.00 and on 04/24 it jumped up to 1,515 and i live alone in a studio apartment n am a truck driver there explination was that i was on a budget plan that i never enroll in and when i try to go back tp review it stop giving me accese to it it never did before so i think they made and error but dont want to corrct it espeacilly after they said they were gonna check my metter and investgate

  

  Business response

  07/23/2024

  On 03/06/24, a disconnection notice was mailed to our customer informing him that the payment agreement in the amount of $206.26 is past due and needed to be paid immediately to bring the payment agreement up to date to avoid service interruption after 03/20/24. On 03/13/24, our customer made a payment of $103.00 that posted into the account, leaving a balance of $1,154.92. Our customer made another payment of $104.00 that posted into the customer's account on 03/18/24, leaving a balance of $1,050.92. A deposit amount of $78.19 was applied to our customer’s account leaving a balance of $972.73. Our customer set up a payment agreement on 12/05/23 that expired on 04/01/24. But due to a balance change, the 1/3 payment agreement was no longer available. Our customer made a recent payment of $100.00 that was posted into their account on 07/22/24, leaving our customer’s total balance of $69.62 due on 07/23/24.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AES put a $196 dollar charge on my current bill at *** ******* **** *********** **** from a property I owned and was forclosed on in 2010. The $196 is for charges incurred at the property of *** *** ******** *** ****** **** from Jan 2023 to Mar 2023. I clearly was not the owner and they continue to harass me over this charge and apply late fees when I do not pay it. If this isn't resolved by July I am filing in court for harrassment.

  

  Business response

  06/26/2024

  Thank you for the inquiry regarding their Automatic Transfer Agreement.  Because of an Automatic Transfer Agreement our customer placed on their rental property on 11/26/07, service automatically revered to their name on 01/13/23 to avoid an account closed service disconnection when the previous party closed their account & there was no new person to take over.
  
  A Landlord Agreement Letter mailed to the mailing address provided for the agreement next business day (11/27/07) from the effective date (11/26/07).   
  
  AES Ohio has found no evidence showing where our contacted DP&L/AES Ohio to request their Agreement be removed. Our customer has not supplied any evidence of making this request either. Since the Agreement wasn’t removed, the service automatically transferred back into his name on 01/13/23 (until 04/18/23) just like they'd requested to happen in 2007. AES Ohio understands that our customer sold the property & may even have proof of sale, but unless they have proof of the request to end their Landlord Agreement, AES Ohio is not in favor of removing the $196.95 billed to under the Automatic Transfer Agreement.  Please understand, the automatic transfer agreement was doing exactly what was agreed upon. AES Ohio is not responsible for & is not expected to track property sales and made additional inquires to landlords. 
              This past due final account balance transferred to his active account on 07/10/23.

  Please note, AES Ohio is not disputing whether *** ***** owned the property at the time of the billing.  Proof of ownership is public record through the county auditor.  What is in dispute is whether our customer was billed for service in accordance with their Automatic Transfer Agreement.  Which they were since AES Ohio was not & is not responsible for monitoring the sale of properties for any customer.  The customer with the Agreement is the only one responsible for requesting the removal of their Automatic Transfer Agreement to prevent farther transfers into their name.  If they were unable to manage their own properties & agreements, it is solely up to them to organize a third-party property manager to do so as this has never been a feature of AES Ohio’s Automatic Transfer Agreement.  
  
  AES Ohio strives to provide all of our customers with equal opportunities & providing proof of ownership in these circumstances is not something AES Ohio offers to dispute an Automatic Transfer Agreement.  Thus far there has been no evidence found of any AES Ohio error nor has our customer supplied any supporting evidence of making the request to remove the Automatic Transfer Agreement therefore AES Ohio is not in favor of removing the balance from our customer's name.  Again, please understand that the Automatic Transfer Agreement did exactly what it was supposed to do & exactly what our customer had requested/agreed to happen.  

  If our customer would like to be reimbursed for the usage/billing from 01/13/23 – 04/18/23, he should pursue that civilly with the property owners during that time. 

  All bill statements for the rental property are attached.

  Please note, our customer filed a PUCO case complaint, & this same thing was advised to our customer through that channel as well. Thank you. 

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because at the end of the day it is very clear it is NOT my bill.  Someone else incurred those costs and they need to pursue them for payment.  Their corporate contract can not supersede state and federal laws.  The home was not mine which is not disputed, so how can they dispute the charges that were incurred during a time period I was not the owner?  I am an escape goat to them as these were NOT my charges and they have admitted that in writing.  Any further emails, bills, etc from this date forward, I will seek my own legal council for harassment.  It is the principal, a large business is going after a small homeowner, threatening to turn off power if I don't pay on a bill that was not incurred by me.  
  
  Sincerely,
  
  ******* *****

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