Revdex.com:
I was on a payment arrangement with AEP and I made a payment online on
6/1/16. I wouldn't have a problem with aep but they keep raising rates
and yet somehow they seem to keep recording record number profits to
boot. I apprecia[redacted] the fact that they were good about sending someone
out after the payment was processed. As usual nothing the poor working
class can do but take it. Close the ticket, it was pointless to even
write about it just like everything else. I just think they should have
given the tech some flexibility or the option to even pay him then this
whole thing could have been avoided. I can't pay anything online when
my power is cut off or else he wouldn't have had to come back out.
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]
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]
On 8/10/17 a Company representative contacted the customer and advised the $12 would be removed since the customer requested only a name correction on the account. A security code was also added to the account and the Company will transfer any credits from the old account to the new account. The...
customer indicated satisfaction with the actions taken by the Company.
Revdex.com:
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.
Regards,
[redacted]
Ultimately, it was the customer’s choice to pay through BillMatrix while the Company was addressing the customer’s concern, rather than waiting for the resolution. Since the fee is retained by the vendor to provide this service and cover associated costs, it is not passed to AEP. The customer actually paid the bill, and then the fee is owed to the vendor. The original issue was caused by the customer, not AEP. There were other “free” options available to the customer, including visiting a local pay station where the bill could have been paid in cash.
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 never made no request to have the taken down, I even told him I'd eat the charges for six months, he said that would be fine , I called aep for a extra charge on my account and was told I asked to have it taken down, I said no I did not and the light is still on the pole I said I'm not paying for a trip charge if I did not request for one.....they said I could t cancel it.....it took then 4 das later to Come and get the light......dishonest people! As far as name changing my son is going to put it I his name because I'm done with aep. All you have to do is google this company it speaks for itself.
The customer also contacted the Company via the internet with the same concern. An apology was issued and the customer was kind enough to accept the apology on behalf of Appalachian Power. Appalachian Power has taken steps to insure this error does not happen again. Every effort will be made to only...
contact customers in the future during normal daytime operating hours. Our sincere apology is extended to any customers that received the late evening calls.
Company records indicate the customer initiated a Checkless Payment Plan (CPP) via the Company’s website during November 2016. The customer also inadvertently enrolled in another bill payment plan offered by the Company, through the vendor [redacted], during November 2016. As a result, the customer was...
making duplicate electronic payments for each month’s bill. In January 2017 the customer notified their bank the electronic payments to the CPP were unauthorized. As a result, the Company blocked any further electronic payments from the customer’s account in order to be in compliance with federal banking regulations. The Company blocked the electronic payments because of potential fraudulent misuse of the customer’s bank account. In order for the customer to re-initiate the use of electronic payments to the Company, a letter from the customer’s bank is required to authorize payments from the customer’s bank account. The letter from the bank can be faxed to ###-###-####.
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 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.This justification was an easy way out. And when the wibsite or mobile site doesn't work properly, like this site did for me. Then I guess it's just the customers fault. It's always the customers fault. I have explained this problem to 3 supervisors and they all said we'll this has happened before but nothing we can do about it. So AEP has no justification except to say this is how we created our site. That doesn't mean it works correctly. AEP has been proven in the past to be wrong as in when they had to pay customers back for overcharging. AEP is in the wrong in this case and will not own up to it. Just get an extra 50 dollars from customers and use that same justification.
Regards,
[redacted]
A company forestry representative indicated the tree is located on an uphill grade in the customer’s landscaped yard and, as a result, it is imperative that conditions be dry in order to maneuver a bucket truck on the uphill grade and not cause ruts in the lawn. The company previously informed the...
customer of the company’s concern. The area received several continuous weeks of rain which has prevented the land from drying enough to move heavy equipment onto this site and several other pending locations, also. Company representatives previously determined the tree would stand until the ground was dry enough to enter the property with equipment. To date, the tree has withstood several days of multi-inches of rain and high winds. When the company’s contractor determines conditions at the site are dry enough to remove the tree safely without damage to the lawn the work will be initiated to remove the tree. In regard to the tee tickets the customer referenced, the company does not issue Work Orders for customer requested tree work. The "tickets", #[redacted], etc., issued are investigation orders (IO13s) and are closed after the customer's request has been investigated. Any work required is discussed with the customer and arrangements are made with the customer at that time.
The Company reviewed the call in question and determined the Company’s payment arrangement guidelines were followed and the customer was referred to assistance agencies to help with bill payment to avoid disconnection. However, the customer misunderstood the referral was to Child Protective...
Services, not Social Services, as intended. A Company representative contacted the customer and apologized for the misunderstanding. The customer was thanked for bringing the call to the Company’s attention and allowing the opportunity for improvement.
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.
Hello, I'm sorry it took so long to get back in touch I've been out of town for a family emergency. Ape stated that they would not pay for the 47'' inch Visio plasma TV, but since they did not come out and repair the issue the Microsoft Surface 32gb Tablet would be replaced. They were asking for receipts for these products, but I have not been able to locate them yet with the other issues I've been attending to. Please forward this to them so they are clear that the second damaged item was a TABLET, not a charger. I will continue searching for any receipts I may have now that I'm back in town. Please contact me if their is anything else I should do. [redacted] has also left a message on my answer machine, but I didn't know if I should speak with her until I had contacted you. Thank You for everything you have done and have a blessed day.
Regards,
[redacted]
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 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]
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.
They haven't fixed the pole it is still leaning the only thing they did was fill in the hole I left a message with [redacted] yesterday and have not heard back from him.
Regards,
[redacted]
The customer’s bill in question was due on January 28, 2016, however, Appalachian Power currently does not charge a late payment fee unless they payment is not received prior to the next billing date. In this instance, the next billing date was February 5, 2016. The company received the customer’s...
payment on February 9, 2016; therefore, a late payment charge billed.
If the customer elects to use the [redacted] to send payments, the company suggests allowing 7-10 days for the payment to reach the company. The company does not use the postmark date; instead, the company applies payments to customer accounts the day we receive the payment.
The late payment fee is valid. However, the company will grant a one-time courtesy removal of the late payment charge.
Appalachian Power offers several payment options to our customers including scheduling free payments on our website. Please visit [redacted] for more information.
Revdex.com:
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.
While I am by no means an authority on the matter of "trees in a row" or how the power company chooses to trim the vegetation in the area of poles and power lines, I am quite familiar with my area, and it is clear to see that there are tree limbs that have literally branched INTO the power lines themselves, where they should have been trimmed back or the tree itself cut down to avoid interference with said lines. With that said, one can very seldom follow the power lines and not see interference from trees at various points. I would also like to note that out of the many outages we have endured, several were not called in due to the fact that when our power is out, we also lose telephone service, which basically means that since we have NO cell service at our home, we must travel to a higher elevation or across a mountain in order to get a signal in order to use a cell phone to call in. And also, 25 outages in 2 years, with 2 of those being scheduled outages for servicing lines or equipment, still amounts to around 1 outage per month, with most of them being long term outages that cause loss as far as food items go unless it is in the winter or cold weather months where things do not thaw as quickly. As for the amount of time it takes to repair the problem, I can assure you that AEP certainly DOES prioritize on the basis of the number of customers who are out. It doesn't matter if our power goes out and is reported first, if another line has more customers out that line will be repaired first, regardless of how much longer ours has been out versus the time theirs has been out. We have been told by representatives that the number of customers who are without power dictates whose lines receives service first. Considering we are in a very rural and less populated area, we are often the last to get repair crews and have even had instances where crews who are working on restoring our power get called off of the job they are working on and sent to another location because there are more customers out of service elsewhere. And this is not second hand information, mind you, as my husband and some of our neighbors were there checking the status of the situation when the workers got the notice to pull off of our line and go elsewhere to work on another line! Regardless of the response from AEP, the customers in my area all know that we lose service and have more extended outages than people in other areas of our county. AEP should consider working on the lines on a "first reported, first serviced" basis, instead of worrying about getting heavier populated areas back up and running because they generate more revenue for them than do the less populated lines. And too, I feel that given the number of times that crews have been pulled from servicing our outage and sent to work on other heavier populated lines, they should NOT continue the practice of pullingl any crew who is working on an outage merely on the basis of the number of homes that are without power. I can verify by my neighbors that it has happened on more than one occasion, and often times the crews have told us that they would have had power restored within as little as an hour had they not dispatched them elsewhere. It is very hard for us to believe that the appropriate attention is given to the lines and equipment in our area, and that is due solely to the amount of outages we experience + the length of the outages, versus, as I said earlier, a higher populated outage in another area.
Regards,
[redacted]
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]
Appalachian Power offers several payment options to our customers; those customers who are facing a possible interruption in service have the option of making a payment online, by phone, or in person, and such payments will be received and credited to customer accounts immediately. Customers who are...
not in danger of being disconnect can use a free payment option to remit payment for their electric usage. Information about each payment option is available online and by phone.
When scheduling a free payment online, all customers are presented with the following message, “Free payment from your checking account. Requires 2 banking business days.”
Should the customer decide to proceed with scheduling a payment using this payment option, he or she is presented with another statement that reads, “Payments can take up to 2 business days to process.” Additionally, the ‘Payment Date’ defaults to the soonest date on which the payment can be made – two (2) business days from the date the customer is scheduling the payment; the date cannot be changed to an earlier date.
Appalachian Power’s goal is to make doing business with us as easy as possible. We appreciate the opportunity to clarify the many payment options available to our customers.
We are available 24 hours a day, 7 days a week to assist you.
Revdex.com:
I was on a payment arrangement with AEP and I made a payment online on
6/1/16. I wouldn't have a problem with aep but they keep raising rates
and yet somehow they seem to keep recording record number profits to
boot. I apprecia[redacted] the fact that they were good about sending someone
out after the payment was processed. As usual nothing the poor working
class can do but take it. Close the ticket, it was pointless to even
write about it just like everything else. I just think they should have
given the tech some flexibility or the option to even pay him then this
whole thing could have been avoided. I can't pay anything online when
my power is cut off or else he wouldn't have had to come back out.
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]
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]
On 8/10/17 a Company representative contacted the customer and advised the $12 would be removed since the customer requested only a name correction on the account. A security code was also added to the account and the Company will transfer any credits from the old account to the new account. The...
customer indicated satisfaction with the actions taken by the Company.
Revdex.com:
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.
Regards,
[redacted]
Ultimately, it was the customer’s choice to pay through BillMatrix while the Company was addressing the customer’s concern, rather than waiting for the resolution. Since the fee is retained by the vendor to provide this service and cover associated costs, it is not passed to AEP. The customer actually paid the bill, and then the fee is owed to the vendor. The original issue was caused by the customer, not AEP. There were other “free” options available to the customer, including visiting a local pay station where the bill could have been paid in cash.
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 never made no request to have the taken down, I even told him I'd eat the charges for six months, he said that would be fine , I called aep for a extra charge on my account and was told I asked to have it taken down, I said no I did not and the light is still on the pole I said I'm not paying for a trip charge if I did not request for one.....they said I could t cancel it.....it took then 4 das later to Come and get the light......dishonest people! As far as name changing my son is going to put it I his name because I'm done with aep. All you have to do is google this company it speaks for itself.
The customer also contacted the Company via the internet with the same concern. An apology was issued and the customer was kind enough to accept the apology on behalf of Appalachian Power. Appalachian Power has taken steps to insure this error does not happen again. Every effort will be made to only...
contact customers in the future during normal daytime operating hours. Our sincere apology is extended to any customers that received the late evening calls.
Company records indicate the customer initiated a Checkless Payment Plan (CPP) via the Company’s website during November 2016. The customer also inadvertently enrolled in another bill payment plan offered by the Company, through the vendor [redacted], during November 2016. As a result, the customer was...
making duplicate electronic payments for each month’s bill. In January 2017 the customer notified their bank the electronic payments to the CPP were unauthorized. As a result, the Company blocked any further electronic payments from the customer’s account in order to be in compliance with federal banking regulations. The Company blocked the electronic payments because of potential fraudulent misuse of the customer’s bank account. In order for the customer to re-initiate the use of electronic payments to the Company, a letter from the customer’s bank is required to authorize payments from the customer’s bank account. The letter from the bank can be faxed to ###-###-####.
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 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.This justification was an easy way out. And when the wibsite or mobile site doesn't work properly, like this site did for me. Then I guess it's just the customers fault. It's always the customers fault. I have explained this problem to 3 supervisors and they all said we'll this has happened before but nothing we can do about it. So AEP has no justification except to say this is how we created our site. That doesn't mean it works correctly. AEP has been proven in the past to be wrong as in when they had to pay customers back for overcharging. AEP is in the wrong in this case and will not own up to it. Just get an extra 50 dollars from customers and use that same justification.
Regards,
[redacted]
A company forestry representative indicated the tree is located on an uphill grade in the customer’s landscaped yard and, as a result, it is imperative that conditions be dry in order to maneuver a bucket truck on the uphill grade and not cause ruts in the lawn. The company previously informed the...
customer of the company’s concern. The area received several continuous weeks of rain which has prevented the land from drying enough to move heavy equipment onto this site and several other pending locations, also. Company representatives previously determined the tree would stand until the ground was dry enough to enter the property with equipment. To date, the tree has withstood several days of multi-inches of rain and high winds. When the company’s contractor determines conditions at the site are dry enough to remove the tree safely without damage to the lawn the work will be initiated to remove the tree. In regard to the tee tickets the customer referenced, the company does not issue Work Orders for customer requested tree work. The "tickets", #[redacted], etc., issued are investigation orders (IO13s) and are closed after the customer's request has been investigated. Any work required is discussed with the customer and arrangements are made with the customer at that time.
The Company reviewed the call in question and determined the Company’s payment arrangement guidelines were followed and the customer was referred to assistance agencies to help with bill payment to avoid disconnection. However, the customer misunderstood the referral was to Child Protective...
Services, not Social Services, as intended. A Company representative contacted the customer and apologized for the misunderstanding. The customer was thanked for bringing the call to the Company’s attention and allowing the opportunity for improvement.
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.
Hello, I'm sorry it took so long to get back in touch I've been out of town for a family emergency. Ape stated that they would not pay for the 47'' inch Visio plasma TV, but since they did not come out and repair the issue the Microsoft Surface 32gb Tablet would be replaced. They were asking for receipts for these products, but I have not been able to locate them yet with the other issues I've been attending to. Please forward this to them so they are clear that the second damaged item was a TABLET, not a charger. I will continue searching for any receipts I may have now that I'm back in town. Please contact me if their is anything else I should do. [redacted] has also left a message on my answer machine, but I didn't know if I should speak with her until I had contacted you. Thank You for everything you have done and have a blessed day.
Regards,
[redacted]
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 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 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.
They haven't fixed the pole it is still leaning the only thing they did was fill in the hole I left a message with [redacted] yesterday and have not heard back from him.
Regards,
[redacted]
The customer’s bill in question was due on January 28, 2016, however, Appalachian Power currently does not charge a late payment fee unless they payment is not received prior to the next billing date. In this instance, the next billing date was February 5, 2016. The company received the customer’s...
payment on February 9, 2016; therefore, a late payment charge billed.
If the customer elects to use the [redacted] to send payments, the company suggests allowing 7-10 days for the payment to reach the company. The company does not use the postmark date; instead, the company applies payments to customer accounts the day we receive the payment.
The late payment fee is valid. However, the company will grant a one-time courtesy removal of the late payment charge.
Appalachian Power offers several payment options to our customers including scheduling free payments on our website. Please visit [redacted] for more information.
Revdex.com:
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.
While I am by no means an authority on the matter of "trees in a row" or how the power company chooses to trim the vegetation in the area of poles and power lines, I am quite familiar with my area, and it is clear to see that there are tree limbs that have literally branched INTO the power lines themselves, where they should have been trimmed back or the tree itself cut down to avoid interference with said lines. With that said, one can very seldom follow the power lines and not see interference from trees at various points. I would also like to note that out of the many outages we have endured, several were not called in due to the fact that when our power is out, we also lose telephone service, which basically means that since we have NO cell service at our home, we must travel to a higher elevation or across a mountain in order to get a signal in order to use a cell phone to call in. And also, 25 outages in 2 years, with 2 of those being scheduled outages for servicing lines or equipment, still amounts to around 1 outage per month, with most of them being long term outages that cause loss as far as food items go unless it is in the winter or cold weather months where things do not thaw as quickly. As for the amount of time it takes to repair the problem, I can assure you that AEP certainly DOES prioritize on the basis of the number of customers who are out. It doesn't matter if our power goes out and is reported first, if another line has more customers out that line will be repaired first, regardless of how much longer ours has been out versus the time theirs has been out. We have been told by representatives that the number of customers who are without power dictates whose lines receives service first. Considering we are in a very rural and less populated area, we are often the last to get repair crews and have even had instances where crews who are working on restoring our power get called off of the job they are working on and sent to another location because there are more customers out of service elsewhere. And this is not second hand information, mind you, as my husband and some of our neighbors were there checking the status of the situation when the workers got the notice to pull off of our line and go elsewhere to work on another line! Regardless of the response from AEP, the customers in my area all know that we lose service and have more extended outages than people in other areas of our county. AEP should consider working on the lines on a "first reported, first serviced" basis, instead of worrying about getting heavier populated areas back up and running because they generate more revenue for them than do the less populated lines. And too, I feel that given the number of times that crews have been pulled from servicing our outage and sent to work on other heavier populated lines, they should NOT continue the practice of pullingl any crew who is working on an outage merely on the basis of the number of homes that are without power. I can verify by my neighbors that it has happened on more than one occasion, and often times the crews have told us that they would have had power restored within as little as an hour had they not dispatched them elsewhere. It is very hard for us to believe that the appropriate attention is given to the lines and equipment in our area, and that is due solely to the amount of outages we experience + the length of the outages, versus, as I said earlier, a higher populated outage in another area.
Regards,
[redacted]
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]
Appalachian Power offers several payment options to our customers; those customers who are facing a possible interruption in service have the option of making a payment online, by phone, or in person, and such payments will be received and credited to customer accounts immediately. Customers who are...
not in danger of being disconnect can use a free payment option to remit payment for their electric usage. Information about each payment option is available online and by phone.
When scheduling a free payment online, all customers are presented with the following message, “Free payment from your checking account. Requires 2 banking business days.”
Should the customer decide to proceed with scheduling a payment using this payment option, he or she is presented with another statement that reads, “Payments can take up to 2 business days to process.” Additionally, the ‘Payment Date’ defaults to the soonest date on which the payment can be made – two (2) business days from the date the customer is scheduling the payment; the date cannot be changed to an earlier date.
Appalachian Power’s goal is to make doing business with us as easy as possible. We appreciate the opportunity to clarify the many payment options available to our customers.
We are available 24 hours a day, 7 days a week to assist you.