Complaints

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been charged for an exterior light (that was not in use or turned on) for nearly 2 years and after calling was advised that I should have called or noticed earlier, they can't refund the full amount but they'll review for a "possible credit" there was no work order for the light to be turned on. This is ridiculous and very callous of the supervisor I spoke with. No empathy at all nor did she try to understand the situation.

  Business response

  10/30/2024

  *** called and spoke with customer regarding call center experience. She was able to verify that the customer does want the light moving forward and created a ticket to have it switched to an LED light, per her request.
  After listening to the calls, CSR requested a 9 month credit (in addition to the 3 months the customer had already been awarded).  CSR notified customer of additional credit and customer was satisfied.
  
  

  Customer response

  11/03/2024

  I have reviewed the business response and accept this resolution. The woman I spoke with from the ****** office was so kind and helpful. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PSO billing system is flawed and cannot manage to mail out my bills. I am a 72 year old single woman existing on a fixed income who is virtually blind to the point I can no longer drive and must rely heavily on my excellent and extremely pricy support dog ($1,500 purchased for me by friends who is a 90 lb Doberman Pinscher who I have to feed as well as myself) Since PSO apparently lacks the ability to mail out bills despite numerous calls I would not get a bill one month (my utilities are on the averaging plan so I call every month and pay the amount due by phone and get the payment confirmation number as I do with all my other utilities which works perfectly with all but PSO who regardless of confirmation numbers and countless phone calls and the fact that I pay the exact amount stated that I owe my payments (reflected charged to my account on my bank statement each month) do not get credited to my PSO account until much later or even worse they do get credited to my account I get threatened with service suspension unless I pay again and I cannot get this problem corrected. For example one month when I called to pay my bill as usual my balance according to the automated system was -0- and I owed no money so no payment could be made on that account. I pay my utilities on the average plan and my PSO amount was $121 per month (I received notice yesterday that rates are going up so I don't know the new rate yet) plus $1.85 fee for paying by phone for a total 0f $123 per montth, Anyway the following month I was forced to pay $459.28 (4 months' bills even though remember I had called the previous month and been told I had a -0- balance) or my power would be suspended immediately. This kind of thing happens every single month and it's become so serious it's affecting my health. It's come to the point I have to feed myself or my support dog and since I literally cannot live without him I have lost ********************************************************* have a sroke

  Business response

  10/09/2024

  The customer did not make a payment in the month of June which has caused the account to be past due since.  Detail attached.

   

   

  Business response

  10/24/2024

  PSO provided the requested detail including bills and an account balance detail.  

  The account has since finaled and closed.  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Never received returned deposit nor is the charges correct nor refund amount per conversation with customer ********************** representative

  Business response

  07/25/2024

  Attempted to contact to discuss discrepancy in her balance. No answer let voicemail with no return call. I reviewed billing and payment history and saw that all was accurate. Customer may not have seen final bill which was for partial month. Sent request to have balance sent to customer. she should receive in 7-10 days. Final bill enclosed

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 1st Pso ************************* told me to pay 350 and my electric would be fine till the first of July.On the *************************************** contact with ***** could not reach him we had to do something I gave him a bad check I was going to put it in the pay as you go but I figured if I had to pay a check I would leave it in the regular.Now they cut my electric we do have the money to put it on.

  Business response

  07/08/2024

  *************************, the AEP/PSO Customer ********************** Account Representative (****), collaborated with ********************** on several occasions to address the customers payment requests. This included granting payment extensions and arranging payment plans to ensure electric service to the customers home. Although the customer initially accepted the terms of the pre-pay program, a payment violation by the customer led to ********************** disconnection when the balance reached zero. Subsequently, the **** worked with the customer, metering, and the call center supervisor to reinstate service.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I like how you intentionally make it hard for someone to unenroll from power hours. You don't offer the option on your website. I called twice and was informed that the representatives were unable to unenroll me because they don't have the option. Then I was given an email address that doesn't work. I feel like I can maybe take legal action since adobe's dealing with the same thing *****************************************************************************************************************************

  Business response

  06/28/2024

  Customer is billed on the standard residential 015 tariff.  Customer was placed on the standard residential 015 tariff as of connect on 10-27-2020.  

  Customer has not been billed on Power Hours, the time of day residential tariff 028, at any point since connect.  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had service at this address since May 2023. I am on the PowerPqy program. The bill I received for 01/06/2024-02/05/2024 had a charge dated 01/22/2024 for $122.50 noted as "prior period billing". It took my balance from $157.15 down to $35.96. I called cs and was told yes they see the charge but it wasn't actually applied to my balance it was just for record purposes. But my balance OBVIOUSLY went down the exact amount of the charge. And was never credited back on any statement since. There is another "prior period billing" charge for $22.22 on 02/12/2024. Also reflected in my balance. As well, there are several payments made with a debit card that were returned and I was not only charged the amounts of the payments, but 2 $22 returned fees for each payment that is $44 for each "returned " payment, only these were not returned they were paid. And reflected on my bank statements. The dates are 01/24/2024 for $2 returned 01/30/2024 charged $22 fee as well as $22 transfer on 01/31/2024. The next is 02/06/2024 for $10.68. Returned 02/12/2024 charged $22 +$22+$10.68 on same date. My bill needs to be adjusted to reflect accurately. Account #***************.

  Business response

  04/04/2024

  Good morning.  The customer also filed an *** inquiry regarding this issue.  The *** investigated thoroughly and closed earlier this week.

  The customer presently has a credit balance of $-162.35.  In the attachment I have provided daily charges since the customer's last bill, all payments in 2024, and the last 10 months billing history.

  Customer response

  04/05/2024

  I am rejecting this response because:   the dates on the statement do not make sense. Why are there meter dates in the middle of the billing cycle? And that doesn't show all the fees that I've been charged...those payments that say returned were indeed NOT RETURNED. And they were each charged (2) $22 charges as well as it dies not show the prior period billing charges for $122 and $22.22. During prior months. The charges that aren't for daily billing are what I'm speaking about

  Business response

  04/05/2024

  The Customer ********************** Representative would be glad to contact the customer directly, if we have permission to do so?

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about February 05, 2024, my electricity was shut off. I called PSO and paid my bill of $86.70 and had my electricity turned back on. Approximately 2 weeks later my electricity was turned off again, I called PSO Again and asked them why they had shut my electricity off, they said it was shut off because of non-payment I asked the PSO representative what she meant about non-payment , I let her know that I had made a payment of $86.70 on or around the 5th of February, She did some checking around and said that the payment was made to the wrong account I asked her what she meant about the wrong account I told her that that was the account number I was given when I checked for the account number on the internet, well she began to argue with me and told me that the company would not do anything like that. She kept wanting to argue with me instead of trying to assist me with a solution, she told me during the arguing that the payment had been cancelled and I asked why was the payment cancelled. She then said that I had cancelled the payment. I asked her why would I cancel the payment if I needed it to keep my electricity on, I told the operator that I needed to take the payment out of that account and put it in my current account so, my electricity will stay on. I had to do some investigating on my own and noticed that PSO had taken me off of the paperless billing and the notifications I do paperless billing and have the company that I am working with to send me notifications either by email or text message, I thought that I had arranged my account to be on autopay but, the operator for PSO told me that I wasnt on autopay, I had built up a pretty good account good size bill, the arguing went on for the whole month of February it felt like I finally got an operator that gave me some assistance and she was the one that let me know that I had given them the wrong account number and gave me my current account number. She had my electricity account restored and all was good until today.

  Business response

  03/21/2024

  PSO has been unable to reach ************************ to discuss his account. Corrections to account have been made and ************************ has voicemails containing customer ********************** rep.'s contact info.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They cut our electric off even though we paid on it and all we asked for them to do on the 2nd of December was transfer it from the previous renters name to our name and keep us on the pay as u go program and all was good I paid more on the 29th of December after they contacted me to add money and my wife mistakenly paid on the old account they denied the money being returned even though she call immediately to have it corrected and had to pay 60 more dollars added to the correct account and then today the 10th of January out of now where after me contacting them a number of times to see if the money had been moved atleasr to our account and our electric is shut off we have a child that lives in our home and we have puppies that is a barely a week old and Temps here gets cold sometimes below freezing and I even offered to pay 40 more dollars just for them to keep the electric on and they refused to do it and I asked to speak to ****'s supervisor and he refused that too I need electric for my family for ****** sake it's the middle of winter and it is shut off due to no fault of mine this is Unamerican and nothing at all right

  Business response

  07/10/2024

  ***************************** had prior applications on 09/04/2023,12/19/2023, 12/28/2023 and 01/11/2024 at ***************************************************,this latest request that had the *** complaint has cancelled and now a new request has been placed by *************************.  ******* has also previously applied here on 09/04/2023 and 12/19/2023. ***************************** and ************************* have been the responsible party between September and October 2023.  This would require the most recent account *********** under *********************** dates of service 10/22/2023 to 12/19/2023 with a balance owing of $230.67  to be resolved under benefit of use. 

  ************************* had  an outstanding bill that was being disputed and she was found not responsible for that debt.  They had filed an OCC complaint regarding this same payment where a refund was requested and found that a refund was not warranted as they had been at the residence and verified willingly applying payment to the bill that came in the mail and that they were responsible via benefit of use.   The OCC resolved the complaint and found no refund was warranted as well.  
  

  
  
  
  

  
  

  Business response

  07/10/2024

   
  ***************************** had prior applications on 09/04/2023, 12/19/2023, 12/28/2023 and 01/11/2024 at ***************************************************, this latest request that had the *** complaint has cancelled and now a new request has been placed by *************************.  ******* has also previously applied here on 09/04/2023.
   
  ***************************** and ************************* have been the responsible party between September and October 2023.  This would require the most recent account *********** under *********************** dates of service 10/22/2023 to 12/19/2023 with a balance owing of $230.67  to be resolved under benefit of use.  
   
   ************************* had as well with an outstanding bill that was being disputed and she was found not responsible for that debt.  They had filed an OCC complaint regarding this same payment where a refund was requested and found that a refund was not warranted as they had been at the residence and verified willingly applying payment to the bill that came in the mail and that they were responsible via benefit of use.   The OCC resolved the complaint and found no refund was warranted as well.  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Okay so here it is the 16th of January my family and I have been without electric since last week before the cold front hit we weren't given any notice or any heads up that we were fixing to have our electric shut off even though I was on the phone with them for the 4 days prior to that and the day before trying to get a payment that was made on the wrong account accredited to our account which would be the right account and instead I wake up to no electricity and my husband has filed a complaint I have filed a complaint and he gets a call back but I haven't whenever I received the phone call the lady is very rude she was out of the fraud and dispute Department she told me it was my fault that the electric wasn't being turned back on because of a fraudulent account that was made on my name I've never had an accountant here neither has my husband but yet we are expected to pay the old tenants bill in our landlords old bill which brings it up to over $1,000 and they expect us to pay it before we can have electricity back on so I did some researching and I found a website called o c c eweb.com for the complaints and it kind of helps you find out different laws and stuff that's been passed for the electric companies I found a article that is pretty helpful it is sub chapter 23 section 165 35 21 -1 and i'm pretty sure you'll see what I'm talking about I just need some electricity I don't want to be an issue or bother and I know they have plenty of other customers to deal with but we did not deserve this they admitted to us that they let the previous tenants account get activated or started by their fault and we wanted to just transfer the electric in our name and now we're having to pay their bill now it's not American it's not fair we have a child at home we have puppies we're freezinge we shouldn't have to go to homeless shelters when we have a home just looking for some honest answers and our electric back on sincerely family freezin

  Customer response

  01/18/2024

  Ok my fiancee received a call this morning and they cleared me as a issue but now they are trying to say he has a past due billl from 2022 and we lived in ****** at that time and he offered to give them proof but they are trying to say he owes 800 dollars which is very inaccurate still without electric and now a new lie from company please help 

  Business response

  02/14/2024

  Complaint has been reviewed. PSO call center has been attempting to contact customer to discuss final requirement for ********************** to be connected.

  Business response

  02/15/2024

  ************************* escalated their concern to the Oklahoma ********************** on this same date.  The *** assigned a complaint number of 270856.  The *** Public Utility Compliance Investigator thoroughly reviewed all documentation, followed up with *************************, and closed the complaint on February 5, 2024.  
  

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to go to a funeral recently and was unable to pay my electric bill on time. I got back in town and noticed that PSO said that if I do not pay $141.00 my electricity will be cut off by 12/18/2023. I explained what had happened and told the person whom I spoke with that I can definitely pay the bill on 12/28/2023.They refused to cooperate with me after I explained what happened and why I was unable to pay my bill on time. If I didn't have to spend the money to go to a funeral in ********* I would have been able to pay my bill.What is wrong with this company? It's obvious they do not care about their customers like OG&E does. All they want is money!!

  Business response

  12/19/2023

  The customer entered into a payment agreement on December 18th.  PSO has deferred the remaining balance and nothing is currently due.  The customer will not have a balance due until late January 2024.

   

   

  Customer response

  12/21/2023

  I spoke with someone on December 18,2023 and made a payment. The person whom I  spoke withsaid that my remaining balance would be divided into 12 months, and that amount that would be $16.00 added to my monthly bill for PSO. I am hoping  that PSO doesn't try changing that amount  or sending me a bill with a cost on it that has already been paid.

   

  Business response

  12/27/2023

  The deferred amount total was $258.29.  The customer paid $64.57 down and ********************** is dividing the remaining balance of $193.72 into 12 installments of $16.14 for 11 months and $16.18 the last month in addition to the current month's bill.

*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. ↩