ComplaintsforPublic Service Company of Oklahoma

• 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

  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

  01/17/2024

  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.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 28, 2023, I ***************** ordered electricity for business rental at *********************************************************************. I have a lease with *************************** on leasing out this business shop. I have co-workers who have access to this shop as well, A former co-worker ******************* had taken over the shop illegally by moving all his belongings into the shop and changing the locks and having electricity started in his name at this address, when I tried to access the shop and found out the locks were changed and he had illegally moved in to the shop, I called the owner and the police department to assist me in getting ******************* out of the shop and all of his belongings out and had to change the locks and gate pad lock as well, this took several weeks to get this guy out. I had the electric that was in my name stopped also. He then took it upon himself to start electric in his name *********************, When myself and the owner were finally able to get the shop back on September 28, 23, I had ordered electric with account number **************. I had paid $45 to start up service and was told it would be on that afternoon, Service never started so I called to see what is going on and was told it was being under review by ***** at ext.813 ph # **************. after speaking with her she said they thought there was dishonesty going on. I assured her I was telling the truth and she requested drivers lic photo and copy of the lease, she also demanded the owner call in and they would investigate who is renting the property. finally service was restored on October 4, 2023 and only was on for a week before they shut it off demanding $72.19 restoral fee and have charged me an outstanding balance from ********************* usage of $416.74 due on Nov. 1, 2023. This is ridiculios that I have to go through this and stuck with an ultimatum of paying his bill of the amount above, please see if you can help me with this issue. Thank you for your time. *****************

  Business response

  02/19/2024

  Our Direct Collections team provided the following response:

  ***************** is the leaseholder at the ************************************************************ and has been since June 2023. Oklahoma is benefit of service if you are the  leaseholder any bills that accumulate are your responsibility. **** **** had service from 6/8/23 thru 7/24/23 and his charge offs had not transferred over yet that totaled $194.90 so service was placed in *************************** name on 7/24/23 thru 09/19/23 and he made no payments all, his balances totaled $258.54. ***************** applies again on 9/28/23 and his old debts finally transferred  and Direct Collections advised him that since he is the leaseholder the balance from ************************* of $258.54 will transfer over to his account. ***************** can call Customer ********************** and reapply and use power pay by paying $40.00. Tried calling ******************* no answer. 

  Customer response

  02/19/2024

  I am rejecting this response because:   what they are claiming is not the truth. After  paying for a bill that was not mine,  the electric was finally put on but also a bill totaling $500. service was then shut off again. I feel this is unfair and a crime on their behalf. 

  Thank you yours truly *****************

  Business response

  02/20/2024

  Below is a breakdown of ************** balance.
  
  Service in ******************* name from 6/8/2023 7/24/2023 Refund sent of $21.17 when account closed.  
  Service in *************************** name from 7/24/2023 9/19/2023 Final balance of $258.54 all usage from Griswald Swan location and transferred to Alans new account on 10/9/2023.  
  Service in ******************* name from 9/28/2023 11/16/2023.
  
                    10/09/2023             $258.54 transferred amount from Michaels account.
                    10/10/2023             $  ***** bill for usage from 9/28/2023 10/10/2023
                    10/11/2023             $149.90 transferred amount from old debt in ******************* name and SSN
                    10/26/2023          -  $  ***** payment to reconnect service
                    11/03/2023             $    0.80 Late payment charge
                    11/03/2023             $  ***** bill for usage from 10/10/2023 11/3/2023
                    11/27/2023             $  ***** bill for usage from 11/3/2023 11/16/2023        
                                                 -----------
                                                 $511.72 Total Final Bill in ******************* name.
  
                                                  $361.82 after the $149.90 above is transferred back to its original account.
  
  With all that being shown, the $149.90 that transferred was from a residential account. This account is a commercial account. I have transferred the $149.90 back to its original residential account leaving the balance at ******************************************************* in ******************* name as $361.82.
  
  If ************** wants to put the service back in his name at that property, he may go on our Power Pay option and pay only $40 up front. The $361.82 would then be put into a deferred bucket to be paid off a little at a time with each payment that is made based on the 80/20 rule. ************ may call our Customer ***************** at any time to discuss this option further. Our 24hr number is **************.
  
  If he would like to discuss the series of events in further detail, he may reach out to me. My information will be on his account.
  
  Thank you, 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 8, 2022 I called Public Service Company of Oklahoma and told them I had purchased and Electric Vehicle Charger and needed to switch to the EV Rate Plan. They submitted a ticket to switch to the EV plan. That night I looked at the rate plans and decided we should stay on the regular plan because our home is 100% electric. The next day I called and asked to be moved back to the original rate plan. They submitted a second ticket to switch back to the original plan. Our 12/14/2022 bill was $208.96, our 01/17/2023 bill was $304.04, and our 01/17/2022 bill was $887.08. Apparently the $887.08 on 01/17/2022 was due to a rebill going back to 12/14/2022. I have since called customer service and they said it is my fault for asking to go back on the original rate plan. I said it is their fault for taking three months to make the change and rebilling me for the three months that have passed. Today I changed my plan online back to the EV plan, but the webpage just sends a ticket, so I will need to monitor how long the change takes. I have kept a spreadsheet of how many kWh we are using and how much we pay per kWh. Last month on the EV plan we paid an average of $0.11 per kWh ($304.04/2767kWh). The bill ending 02/15/2023 we used 3211kWh. Please charge me the EV rate approximately 3211kWh*$0.11=$353.21 for 02/15/2023.

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2023/02/20) */ The CSAR spoke with the customer and verified the rate change. The CSAR is having the backdated bill reviewed and the rate changed to 029, the EV rate, effective immediately. The customer has the CSAR's contact information for future questions.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a current broken arrow home owner. December 10th we had our power turned off. we call, pay the bill & usually it kicks right back on within minutes. This time it took around 12 hours, several phone calls to PSO flipping the breakers on & off, & finally ending the next morning with a phone call that were being charged a tampering fee. My boyfriend raised his voice and hung up the phone. shortly after our power comes back on. Later in the day an African American man in an unmarked truck, regularly dressed & a hard hat, is greeted in my front yard by my dog who just escaped the back yard. This man goes to my meter box, asks me if I need anything, calls someone, smiles & leaves. The next day a PSO crew came to our house (COVID day 1) informed us he had a work order to disconnect at the pole due to tampering. We talked & explained we paid our bill, confused what the tampering fee was about, he checks the meter box, takes the lid off, then drops, breaks the glass on meter cover. no big deal, he agrees everything looks okay, leaves. A week goes by, with power at normal working order, until the same crew shows up the 17th to take our meter, & unhook from the pole again. I asked him why he was doing this & he explained he had an order to come out. I said okay & called PSO before that crew even left, while on hold with PSO another PSO truck with a different workman comes up to my home ignoring me. I ask him what he is doing now since they were just here, he starts with "you're a thief I took a picture of the meter & you're hiding the meter inside. You're a liar & we were not just here. You stole the meter" this was the last personal interaction we have had with them. The rest has been via phone. As of recent we got in the mail notice; "police escort anytime PSO is on our property because of an incident on jan 21 2023."impossible. We cannot get power without a inspection, occupancy review, paying tampering fee 600$ this is not normal. It is not right.

  Business response

  03/01/2023

  Business Response /* (1000, 5, 2023/02/08) */ The following customer filed an official Oklahoma Corporation Commission inquiry, #XXXXXX dated January 18, 2023. The OCC thoroughly invested and has since closed. For the safety of public and property, as well as the safety of PSO employees and its authorized agents, service may be disconnected without prior notice if a dangerous electrical condition is found on the premise. Service will be restored as soon as possible but no later than twenty-four (24) hours after the correcting any dangerous conditions to meet PSO standards or paid all past due bills. An electrical inspection may be required before reconnection of service.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the email I have sent many times with no response. I have also contacted them through there Facebook /messenger site and keep getting told someone will contact me shortly and no one has. On 10/28/2022 I called XXX-XXX-XXXX and did a complaint about your crew that is replacing the large wood power poles with steel ones down the road from my home/property, that they drove a very large excavator off the road and onto my property without my permission damaging the ground and grass leaving behind deep ruts! The person I talk to said he did a report and I would hear something soon. NO one has contacted me, or been out to repair my property. All I'm asking for is to send someone out and repair the damage to my property that your crew did.

  Business response

  02/28/2023

  Business Response /* (1000, 8, 2023/01/03) */ I have spoken with the customer and the customer now has my information to contact me directly. There is a transmission line being rebuilt in the area. I have tracked down the a contact in transmission that knows the contractors working on the location in question. This issue should be resolved within a timely fashion and this has been relayed to the customer. The customer has agreed to reach out to me if the issue is not resolved to his satisfaction. Consumer Response /* (2000, 10, 2023/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes Jeff ****** of PSO did contact me and said he would go to my property and contact the people involved and get back to me. Consumer Response /* (3000, 17, 2023/01/19) */ Nothing has been done to repair my property! Business Response /* (4000, 19, 2023/01/24) */ Crews will visit the site today 01-24-2023 to assess what needs to be done. Due to current conditions and forecast, we likely won't start any work for a few days. Planning to have the issue addressed by the end of the week weather and site conditions permitting. Customer has been advised

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.10 AMERICAN ELECTRIC POWER SERVIC ******** $85.00Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don't respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/11/14) */ Contact Name and Title: Pam ******** ******** Ser Contact Phone: XXX-XXX-XXXX Contact Email: *********@aep.com The account is listed with Eastern Account Systems and he can contact them (XXX) XXX-XXXX for additional information. Once the debt is paid, his credit report will be updated to reflect a $0 balance.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got a notification from PSO that our bill was nearly three times higher than the month prior. I login into my account and found that I was being charged for a security deposit. Confused because we have been a customer for over five years with PSO. I will admit we haven't paid ideally on time every month. We had one month where we were 30-days late due to a miscommunication between my wife and myself. But the notice that PSO was going to put on this deposit is on the last page of the 2 to 3-page bill online. I didn't see that PSO would put this deposit on until the Rep pointed out the month they sent the notice. But I digress; I contacted PSO and spoke with a representative on or about August 31st. After a long conversation, the representative spoke with her manager and told me that PSO would remove the last deposit payment requirement and refund to the account of 224.00, which was the security deposit balance. The Rep inferred that the refund would be added immediately. That would leave the total amount due for the month at $95.00. So I waited a few days to ensure the refunds would be placed. On Tuesday, I saw that I hadn't gotten my refund when I went into my account online. When I contacted PSO again, I was told by Manager Tom that the refund wouldn't happen for 12 months of on-time payments. That PSO is not going to refund me the security deposit now. He told me that the Rep was wrong but that there was nothing he could do. He was incredibly smug and rude about it; He refused to transfer me to his boss. My wife pointed out that, even if the Rep was wrong. They need to hold to what was said. He stated that there was nothing that he could do. So on top of long hold times, forced security deposits on 5-year-old accounts and bills with important information were placed on back pages or in small print. Customers have to deal with PSO employees giving out wrong information and not following what is bing said to us.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/09/12) */ Due to an unsatisfactory payment history, Mr. ****** was billed a $336.00 deposit on 6/15/22 that was broken up into three installments. He was provided with a deposit warning message on the 3/16/22 bill. He had paid late four of the last twelve months. According to the notes on the account from 8/31/22, he spoke with an agent who received Supervisory approval to remove the last installment of the deposit. It is also noted that the paid portion of $224.00 would remain on the account until the customer meets the refund criteria of paying on time for twelve months. Mr. ****** contacted the Company again on 9/7/22 and was advised by a Lead that we had removed the final installment and the paid portion of $224.00 will remain on the account until the refund criteria is met. The deposit was requested in accordance with applicable guidelines. PSO does offer a prepay option, which doesn't require a security deposit. The energy cost for prepay is exactly the same, to the penny, as customers who post-pay. If the customer is interested in pre-pay, they may contact our Customer Solution Center at X-XXX-XXX-XXXX to enroll. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, we were told that 224.00 would be refunded to the account. I will start filing complaints tot he attorney general and all other government agencies. Business Response /* (4000, 9, 2022/09/15) */ PSO will make a one-time deposit allowance removing the billed deposit of $336.00 and apply the paid portion of $224.00 to the account balance. This leaves a past due amount of $99.82 which had a due date of 09-03-2022 and a current bill of $267.42 due 10-06-2022. Future payments must be received prior to the due date to avoid a future billed security deposit. Consumer Response /* (4200, 11, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no propose offer. We are now being told that the refund will not happen but that our funds will be held by PSO. Even thou that is not what the Rep stated to us on the August call. So at this point, there is nothing we can do because of the monopoly that PSO has. We are just stuck paying whatever they say were owe. We have already filed the Complaints with the government agencies.

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