On 3/8/the company received a damage claim from the customer, who is apparently a tenant at the premiseA company representative discussed the claim with the customer on 3/13/The company investigated the claim and found liability for AEPA claim form was mailed to the customer On 4/15/the company received a completed claim form from the customer with several handwritten receiptsA call was made to the customer to inquire about the information on the claim form, in particular one item for a cost of $The customer was asked explain this itemThe customer was unable to provide acceptable informationThe customer was advised handwritten receipts are not acceptable and the company required supporting documentation in the form of receipts from the business on their letterheadThe customer agreed to contact the business and provide the required documentation A company representative attempted to contact the customer on 4/23/and 4/29/and received a busy signal with no way to leave a message On 6/12/the claim was closed as no further contact was received from the customer or receipt of the documentation requested On 8/5/a company representative contacted the customer and advised [him] the company will re-open the claim and go forward with a settlement calculation as soon as the company is provided the supporting documentation requested multiple timesThe customer agreed to the requestThe case is continuing pending the receipt of the requested documentation
Company records indicate the delay to reconnect service resulted from the customer and a relative both applying for the serviceA large outstanding balance on the account also added to the delay to in order for the company to determine who was actually living at the residenceThe current application for service is in the name of the relative and has been released to connect on 8/3/ If the customer prefers the service their name, please contact the CompanySince the debt has been resolved either name is acceptable if both persons are living in the household
The customer was given an extension to pay the bill on October 11, The extension included the entire bill, excluding a $deposit installmentThere is no scheduled disconnection scheduled at this timeA company representative has attempted to contact the customer two times on 9/28, with no successA voicemail and contact phone number was left for the customer The representative also attempted to contact the customer on September 29, at 1:36pm, 2:22pm, and 5:39pm; a voicemail was left each time with no response as of 12:37am on September 30, One more contact will be attempted for the final timeIf the customer does not respond to the voice messages, the company will consider the case closed unless a response is received from the customer
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Per the response from Appalachian, their assumption is we were not concerned about the automatic draft process and the fee we had to pay but we areMy assumption is they chose to NOT address that issueInstead, they provided information about how they follow regulations and tariff rates - pretty much doing as they see fit within these laws, with little regard to the customersThey stated they do not include holidays as part of the day cycleIf I am understanding this correctly, if a holiday falls into the day cycle then they can read and bill early? A holiday should not matterThey have given the due dates for the remainder of the year and most of these months have holidaysWill these dues dates change as well - be earlier than what is stated as our due dates for the rest of the year? Won't these holidays affect the due dates again? Appalachian wanted us to go on the automatic draft and now they are stating we can just stop doing it that way? At this point, I think they should pay the $fee charged to us by our credit union because they billed too earlyWe had no way of knowing this was "their" policyWe did not receive a payment and billing instruction booklet from them when we established service - so how could we know? My husband checked his email last night and still no bill from them for the upcoming dateWe do not want this to happen again so we have purposely left extra money in that account to avoid this issue againWe would not have to be concerned with this at all if they had billed, like normal, between the 1st and 3rd of a new month so my husband's Navy retirement would already be in the account Regards, [redacted]
The Company extends a payment arrangement as long as the account does not have more than two defaulted payment plans in the past monthsCompany records do not support the customer’s claim of being told a new payment plan would be extended after March However, the only way that could occur would be if the most recent payment plan was current every month until paid in full Unfortunately, the most recent payment plan has also defaultedThe plan was paid timely until February The payment of $251.90, due 3/8/16, was not received by the time the March bill was created on 3/15/16, which caused the September plan to defaultAlthough the March default now falls outside the parameters, there is still a default from June 2015, and now the September default; therefore, the account is not eligible to extend again until after June 29, The customer’s March bill, which included the new March billing of $167.38, also included an unpaid February bill and payment plan installment of $and the defaulted remainder of the September payment plan, $These amounts total $Of that, the account is subject for disconnection for the total past due, $To prevent disconnection of service, that amount is due no later than 3/31/ The company will investigate the customer’s claim of improper handling and rude treatment, and certainly offer the Company’s sincere apologies for any less-than satisfactory service Please note that as a regulated utility, the company is unable to provide "discounts" or other remuneration as part of a resolution to this inquiry A company representative will attempt to contact the customer to address the concerns
Upon notification on 2/17/that the customer had not received a refund from [redacted] as promised on several different occasions, AEP will request the funds from [redacted] and AEP will directly refund and issue a check to the customerA company representative contacted the customer on 2/24/and advised the customer of the actions being taken by the companyThe customer was advised the check will be mailed from AEP on Monday, 2/29/
A company representative contacted the customer and explained the deferred deposit policy The customer conveyed after initiating online payments the account “fell behind”Company records indicate the customer paid on time prior to electronic payments and had since returned to mailing the paymentsAfter review of the circumstances leading to the late payments the representative agreed the deferred deposit would be canceledThe customer was advised in the event of future late payments, a deposit would be requiredThe customer indicated an understanding of the policy and appreciated the resolution
The Company has resolved the customer’s concern The refund of $has been issued electronically to the customer’s bank account The $should appear in the customer’s bank account in 3-business days
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
On 4/21/a company representative advised the customer the calls referenced will be reviewed, including appropriate action taken with the representatives involvedThe Company’s expectation for representatives of the Company is to treat all customers in a respectful and professional mannerAn apology was offered in that the Company failed to meet the customer’s expectations during this occasionThe customer was also advised another call will be reviewed during the customer’s request for an extended payment arrangement in order to verify the representative provided a full and accurate explanation as the arrangement was agreed upon The customer thanked the company representative for the call and stated previous experiences with AEP have been positive up until this incidentThe representative conveyed the company will strive for continued positive experiences during any future interactions with company representatives
During the past years, the customer has experienced twenty-five (25) sustained power outages, of which they called in trouble tickets times, caused by trees-out-of-ROW, trees-in-ROW, equipment failures, scheduled for maintenance or repair, unknown/non-weather, weather-ice, and vehicle accident which was a public excavator which pushed a tree over onto the power line from outside ROW Of these outages, were part of major eventsThe customer is located in a 9th protective zone of the Distribution Circuit, which has nearly total miles of overhead primary voltage lines and normally serves approximately customersThe customer’s residence is located approximately line miles from the stationThe Company is in the business of providing electric service and vegetation management/tree trimming is a means to that end Therefore, the Company must evaluate the complainant's request and prioritize any necessary work according to its benefit to the provision of electric service to ALL customers Since relatively few of the outages experienced by the complainant over the past years were attributable to trees inside the R/W, and those locations were mitigated during service restoration, the R/W conditions and reliability indices do not indicate that the need for vegetation management in this area is as great as in those areas where we are presently workingA company forestry representative assessed the R/W in question from the Station to the end of the line at Milam (MI) on 7/26/The representative identified about 10-locations that need attention, including tall brush towards the end of the feed that needs sprayedThe company plans to spray the brush that is near the conductors at these locationsThe R/W was observed to be in good condition except for the locations identifiedA company representative previously spoke with the customer on 7/22/in response to a power quality/multiple outage investigation order filed on 7/20/ The representative discussed in general the outage causes and the long miles of line exposure involvedThe representative at that time advised the customer the Forestry group was asked to patrol the line ASAP and report the findings and plans
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was not properly informed of the AMP process when signing up or transferring services Regards, [redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.AEP I have read your letter and understand that you do not pay for problems caused by customers or their equipmentMy situation was outside the realm of your letterIf you review my phone calls and listen to what your representatives told me to do, it is clearFirstly, I did not originally call seeking compensation, I called to report my power blinking on and offYour representative began asking questions and told me what I was experiencing was not a condition and ''Don't get rid of your Television, because I will send someone out to look at things, and if the problem is on our side of the meter we will replace your equipment.'' He then gave me a number I thought was a reference point to my situation that would be dealt withAfter waiting for over a week, with no response, I was experiencing the same issue and this time damaged my tabletSo I started calling again and finally was called back by your rep [redacted] I asked why nobody had came out to fix the issue and she sent someone out that eveningShe said I cannot pay on any claims until someone checks for problems and then sends me a reportShe said she would call me first thing in the morningIn a couple hours the AEP techpulled up and I went out to meet himHe ran couple tests and completed a visual inspection and asked if my neighbors were experiencing problems as wellI informed him that no one currently lived in he other homes so I did not knowHe said ''The connections at the meter are fine but the type of connection at the pole was suspicious and since I was only experiencing trouble during windy conditions that would explain things." He went on to tell me the connectors used at the pole were a different type and didn't always perform as wellHe also removed some vines and said they could also cause problemsHe ended up removing the entire service line and replacing it and making all new connectionsAfter completing this he installed a test rig in place of my meter and let me observe the readingsAs he ran the test he showed me that now there was no drop in power with the new lines and equipas there was beforeHe said when he first ran the test ,before performing any work, there was a considerable drop in voltage when running the testHe said this caused him to determine that I had a bad connection that was affected when the wind blowsI thought everything is fixed and we found the problem and took care of itSo the next morning came and went, still no call back from [redacted] So I called her and received a message saying she would be out till the 6thWell I wasn't very happy, but I figured things happen in life I'll wait and she'll call backWell I was wrong, I had to keep calling her until I eventually called a different number and asked that person to patch me throughShe told me there were no problems found at my residence and there was nothing she could do about my equipmentI suddenly began to realize that all evidence of a problem left with the repairman that day and either she was telling me a lie or this is how AEP handles damage claimsSend someone out, remove the evidence, then treat the customer like there stupid and keep telling them nothing was wrong and we always replace power lines and connections as a ''Precaution''I have never heard of such a thingThey want me to believe the technician removed perfectly good line and connections for no reason at all, just a precautionWhether you pay on claims or not, stop treating people like the stupid, and come up with a better lieRegards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
I just got off the phone with [redacted] from [redacted] She researched the customer name and stated that [redacted] contacted [redacted] yesterday inquiring about never receiving the checkA new mailing address was given by the customer in Vinton, Vaand another check request was enteredThe customer spoke to [redacted] at [redacted] I was given an internal request number of [redacted] Again, I was advised 2-weeks for the customer to receive the check [redacted] also said the previous check I was advised about in December was sent on 12/21/15, but to the address we had in Roanoke, VAAt this point I feel we have resolved the issue, but I thought that was the case in DecemberThe complaint has been updated with this information also
Based upon the customer’s statement of the problem, it appears the customer may have been a victim of payment fraud that resulted in their financial information being compromised and used by another AEP customer to pay an electric bill It appears the correct information and assistance was provided to the customer by a company representative on 4/27/ The customer was advised to immediately contact their financial institution and dispute any payment not authorized The action taken should have helped in the immediate recovery of loss of funds for the payment The customer should also file a police report related to the payment fraud and unauthorized transactionDue to the manner in which the customer pays bills, AEP does not have complete financial information (such as a bank routing and checking account number) in order to conduct further research Additionally, privacy laws prevent AEP from disclosure of such confidential financial information and PII (personally identifiable information) to anyone including law enforcement without a court order/subpoena
A Company representative unsuccessfully attempted to contact the customer multiple times The telephone number provided on the complaint is incorrect and the customer failed to answer the cell phone number provided to the Company records with no available option for voice messagesThe customer’s bank has advised the customer that the $was refunded by AEP on 8/but credited to another bank customer’s account due to the customer’s error providing incorrect banking information The bank also advised the customer a joint effort with AEP is currently underway to recover the $and a new refund will be processed to their correct bank account
The company does not intend to give the appearance that the customer is being “punished” for the prior customer’s responsibilitiesThe company is entitled to request occupancy details, such as lease and ownership, even if the previous balance is eventually resolvedThe company respectfully requests the customer to provide the required documentation to the collector assigned to the case order and the company will subsequently connect service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is in response to the two points made by MrBoiman: a Sump Pump operated on lesser battery power because of power outage Power was out for a short while Our daughter called us immediately upon checking the basement We went right over and the power was back on and the pump operating on the electric power Our research found an Chicago Tribune article dated May 8, which reports that battery operated sump pumps DO NOT operate at diminished capacity Regards, This is the another deflection by MrBoiman and the first time this excuse was offeredb we have had no leaks since then1., This is true bu once again Lifetime Warranty is just that There is no exclusion for failures that only occur once in a great while What value does a warranty have to the customer who hired his company.It continues to amaze us that Mr.Boiman refuses to re examine the work done by his employee who may not have done the job correctly MrBoiman seems to not worry about his customers and their complaints once he has been paid In hindsight we did find a similar complaint against him that had not resolution His lack of response to earlier contacts seems to indicate poor business attitudeWe are not satisfied and will continue to purse this issue [redacted]
On 3/8/the company received a damage claim from the customer, who is apparently a tenant at the premiseA company representative discussed the claim with the customer on 3/13/The company investigated the claim and found liability for AEPA claim form was mailed to the customer On 4/15/the company received a completed claim form from the customer with several handwritten receiptsA call was made to the customer to inquire about the information on the claim form, in particular one item for a cost of $The customer was asked explain this itemThe customer was unable to provide acceptable informationThe customer was advised handwritten receipts are not acceptable and the company required supporting documentation in the form of receipts from the business on their letterheadThe customer agreed to contact the business and provide the required documentation A company representative attempted to contact the customer on 4/23/and 4/29/and received a busy signal with no way to leave a message On 6/12/the claim was closed as no further contact was received from the customer or receipt of the documentation requested On 8/5/a company representative contacted the customer and advised [him] the company will re-open the claim and go forward with a settlement calculation as soon as the company is provided the supporting documentation requested multiple timesThe customer agreed to the requestThe case is continuing pending the receipt of the requested documentation
Company records indicate the delay to reconnect service resulted from the customer and a relative both applying for the serviceA large outstanding balance on the account also added to the delay to in order for the company to determine who was actually living at the residenceThe current application for service is in the name of the relative and has been released to connect on 8/3/ If the customer prefers the service their name, please contact the CompanySince the debt has been resolved either name is acceptable if both persons are living in the household
The customer was given an extension to pay the bill on October 11, The extension included the entire bill, excluding a $deposit installmentThere is no scheduled disconnection scheduled at this timeA company representative has attempted to contact the customer two times on 9/28, with no successA voicemail and contact phone number was left for the customer The representative also attempted to contact the customer on September 29, at 1:36pm, 2:22pm, and 5:39pm; a voicemail was left each time with no response as of 12:37am on September 30, One more contact will be attempted for the final timeIf the customer does not respond to the voice messages, the company will consider the case closed unless a response is received from the customer
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Per the response from Appalachian, their assumption is we were not concerned about the automatic draft process and the fee we had to pay but we areMy assumption is they chose to NOT address that issueInstead, they provided information about how they follow regulations and tariff rates - pretty much doing as they see fit within these laws, with little regard to the customersThey stated they do not include holidays as part of the day cycleIf I am understanding this correctly, if a holiday falls into the day cycle then they can read and bill early? A holiday should not matterThey have given the due dates for the remainder of the year and most of these months have holidaysWill these dues dates change as well - be earlier than what is stated as our due dates for the rest of the year? Won't these holidays affect the due dates again? Appalachian wanted us to go on the automatic draft and now they are stating we can just stop doing it that way? At this point, I think they should pay the $fee charged to us by our credit union because they billed too earlyWe had no way of knowing this was "their" policyWe did not receive a payment and billing instruction booklet from them when we established service - so how could we know? My husband checked his email last night and still no bill from them for the upcoming dateWe do not want this to happen again so we have purposely left extra money in that account to avoid this issue againWe would not have to be concerned with this at all if they had billed, like normal, between the 1st and 3rd of a new month so my husband's Navy retirement would already be in the account Regards, [redacted]
The Company extends a payment arrangement as long as the account does not have more than two defaulted payment plans in the past monthsCompany records do not support the customer’s claim of being told a new payment plan would be extended after March However, the only way that could occur would be if the most recent payment plan was current every month until paid in full Unfortunately, the most recent payment plan has also defaultedThe plan was paid timely until February The payment of $251.90, due 3/8/16, was not received by the time the March bill was created on 3/15/16, which caused the September plan to defaultAlthough the March default now falls outside the parameters, there is still a default from June 2015, and now the September default; therefore, the account is not eligible to extend again until after June 29, The customer’s March bill, which included the new March billing of $167.38, also included an unpaid February bill and payment plan installment of $and the defaulted remainder of the September payment plan, $These amounts total $Of that, the account is subject for disconnection for the total past due, $To prevent disconnection of service, that amount is due no later than 3/31/ The company will investigate the customer’s claim of improper handling and rude treatment, and certainly offer the Company’s sincere apologies for any less-than satisfactory service Please note that as a regulated utility, the company is unable to provide "discounts" or other remuneration as part of a resolution to this inquiry A company representative will attempt to contact the customer to address the concerns
Upon notification on 2/17/that the customer had not received a refund from [redacted] as promised on several different occasions, AEP will request the funds from [redacted] and AEP will directly refund and issue a check to the customerA company representative contacted the customer on 2/24/and advised the customer of the actions being taken by the companyThe customer was advised the check will be mailed from AEP on Monday, 2/29/
A company representative contacted the customer and explained the deferred deposit policy The customer conveyed after initiating online payments the account “fell behind”Company records indicate the customer paid on time prior to electronic payments and had since returned to mailing the paymentsAfter review of the circumstances leading to the late payments the representative agreed the deferred deposit would be canceledThe customer was advised in the event of future late payments, a deposit would be requiredThe customer indicated an understanding of the policy and appreciated the resolution
The Company has resolved the customer’s concern The refund of $has been issued electronically to the customer’s bank account The $should appear in the customer’s bank account in 3-business days
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
On 4/21/a company representative advised the customer the calls referenced will be reviewed, including appropriate action taken with the representatives involvedThe Company’s expectation for representatives of the Company is to treat all customers in a respectful and professional mannerAn apology was offered in that the Company failed to meet the customer’s expectations during this occasionThe customer was also advised another call will be reviewed during the customer’s request for an extended payment arrangement in order to verify the representative provided a full and accurate explanation as the arrangement was agreed upon The customer thanked the company representative for the call and stated previous experiences with AEP have been positive up until this incidentThe representative conveyed the company will strive for continued positive experiences during any future interactions with company representatives
During the past years, the customer has experienced twenty-five (25) sustained power outages, of which they called in trouble tickets times, caused by trees-out-of-ROW, trees-in-ROW, equipment failures, scheduled for maintenance or repair, unknown/non-weather, weather-ice, and vehicle accident which was a public excavator which pushed a tree over onto the power line from outside ROW Of these outages, were part of major eventsThe customer is located in a 9th protective zone of the Distribution Circuit, which has nearly total miles of overhead primary voltage lines and normally serves approximately customersThe customer’s residence is located approximately line miles from the stationThe Company is in the business of providing electric service and vegetation management/tree trimming is a means to that end Therefore, the Company must evaluate the complainant's request and prioritize any necessary work according to its benefit to the provision of electric service to ALL customers Since relatively few of the outages experienced by the complainant over the past years were attributable to trees inside the R/W, and those locations were mitigated during service restoration, the R/W conditions and reliability indices do not indicate that the need for vegetation management in this area is as great as in those areas where we are presently workingA company forestry representative assessed the R/W in question from the Station to the end of the line at Milam (MI) on 7/26/The representative identified about 10-locations that need attention, including tall brush towards the end of the feed that needs sprayedThe company plans to spray the brush that is near the conductors at these locationsThe R/W was observed to be in good condition except for the locations identifiedA company representative previously spoke with the customer on 7/22/in response to a power quality/multiple outage investigation order filed on 7/20/ The representative discussed in general the outage causes and the long miles of line exposure involvedThe representative at that time advised the customer the Forestry group was asked to patrol the line ASAP and report the findings and plans
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was not properly informed of the AMP process when signing up or transferring services Regards, [redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.AEP I have read your letter and understand that you do not pay for problems caused by customers or their equipmentMy situation was outside the realm of your letterIf you review my phone calls and listen to what your representatives told me to do, it is clearFirstly, I did not originally call seeking compensation, I called to report my power blinking on and offYour representative began asking questions and told me what I was experiencing was not a condition and ''Don't get rid of your Television, because I will send someone out to look at things, and if the problem is on our side of the meter we will replace your equipment.'' He then gave me a number I thought was a reference point to my situation that would be dealt withAfter waiting for over a week, with no response, I was experiencing the same issue and this time damaged my tabletSo I started calling again and finally was called back by your rep [redacted] I asked why nobody had came out to fix the issue and she sent someone out that eveningShe said I cannot pay on any claims until someone checks for problems and then sends me a reportShe said she would call me first thing in the morningIn a couple hours the AEP techpulled up and I went out to meet himHe ran couple tests and completed a visual inspection and asked if my neighbors were experiencing problems as wellI informed him that no one currently lived in he other homes so I did not knowHe said ''The connections at the meter are fine but the type of connection at the pole was suspicious and since I was only experiencing trouble during windy conditions that would explain things." He went on to tell me the connectors used at the pole were a different type and didn't always perform as wellHe also removed some vines and said they could also cause problemsHe ended up removing the entire service line and replacing it and making all new connectionsAfter completing this he installed a test rig in place of my meter and let me observe the readingsAs he ran the test he showed me that now there was no drop in power with the new lines and equipas there was beforeHe said when he first ran the test ,before performing any work, there was a considerable drop in voltage when running the testHe said this caused him to determine that I had a bad connection that was affected when the wind blowsI thought everything is fixed and we found the problem and took care of itSo the next morning came and went, still no call back from [redacted] So I called her and received a message saying she would be out till the 6thWell I wasn't very happy, but I figured things happen in life I'll wait and she'll call backWell I was wrong, I had to keep calling her until I eventually called a different number and asked that person to patch me throughShe told me there were no problems found at my residence and there was nothing she could do about my equipmentI suddenly began to realize that all evidence of a problem left with the repairman that day and either she was telling me a lie or this is how AEP handles damage claimsSend someone out, remove the evidence, then treat the customer like there stupid and keep telling them nothing was wrong and we always replace power lines and connections as a ''Precaution''I have never heard of such a thingThey want me to believe the technician removed perfectly good line and connections for no reason at all, just a precautionWhether you pay on claims or not, stop treating people like the stupid, and come up with a better lieRegards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
I just got off the phone with [redacted] from [redacted] She researched the customer name and stated that [redacted] contacted [redacted] yesterday inquiring about never receiving the checkA new mailing address was given by the customer in Vinton, Vaand another check request was enteredThe customer spoke to [redacted] at [redacted] I was given an internal request number of [redacted] Again, I was advised 2-weeks for the customer to receive the check [redacted] also said the previous check I was advised about in December was sent on 12/21/15, but to the address we had in Roanoke, VAAt this point I feel we have resolved the issue, but I thought that was the case in DecemberThe complaint has been updated with this information also
Based upon the customer’s statement of the problem, it appears the customer may have been a victim of payment fraud that resulted in their financial information being compromised and used by another AEP customer to pay an electric bill It appears the correct information and assistance was provided to the customer by a company representative on 4/27/ The customer was advised to immediately contact their financial institution and dispute any payment not authorized The action taken should have helped in the immediate recovery of loss of funds for the payment The customer should also file a police report related to the payment fraud and unauthorized transactionDue to the manner in which the customer pays bills, AEP does not have complete financial information (such as a bank routing and checking account number) in order to conduct further research Additionally, privacy laws prevent AEP from disclosure of such confidential financial information and PII (personally identifiable information) to anyone including law enforcement without a court order/subpoena
A Company representative unsuccessfully attempted to contact the customer multiple times The telephone number provided on the complaint is incorrect and the customer failed to answer the cell phone number provided to the Company records with no available option for voice messagesThe customer’s bank has advised the customer that the $was refunded by AEP on 8/but credited to another bank customer’s account due to the customer’s error providing incorrect banking information The bank also advised the customer a joint effort with AEP is currently underway to recover the $and a new refund will be processed to their correct bank account
The company does not intend to give the appearance that the customer is being “punished” for the prior customer’s responsibilitiesThe company is entitled to request occupancy details, such as lease and ownership, even if the previous balance is eventually resolvedThe company respectfully requests the customer to provide the required documentation to the collector assigned to the case order and the company will subsequently connect service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is in response to the two points made by MrBoiman: a Sump Pump operated on lesser battery power because of power outage Power was out for a short while Our daughter called us immediately upon checking the basement We went right over and the power was back on and the pump operating on the electric power Our research found an Chicago Tribune article dated May 8, which reports that battery operated sump pumps DO NOT operate at diminished capacity Regards, This is the another deflection by MrBoiman and the first time this excuse was offeredb we have had no leaks since then1., This is true bu once again Lifetime Warranty is just that There is no exclusion for failures that only occur once in a great while What value does a warranty have to the customer who hired his company.It continues to amaze us that Mr.Boiman refuses to re examine the work done by his employee who may not have done the job correctly MrBoiman seems to not worry about his customers and their complaints once he has been paid In hindsight we did find a similar complaint against him that had not resolution His lack of response to earlier contacts seems to indicate poor business attitudeWe are not satisfied and will continue to purse this issue [redacted]