The leases provided were not notarized The company will only accept notarized leases Please contact the Company representative, ***, you have been instructed to contact in order to discuss the leases
Additional installments are at the discretion of the CompanyCompany declines to provide additional arrangements and asks that payments be received in three installments
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] I do NOT agree this is ridiculous, I work all the time and I had tried calling and calling multiple times with no answer, but its fine when I call and they don't answer? But when they call me and I don't answer they just give up?? I am calling tonight at 6:and I will call over and over again until I get in contact with someoneMy problem has NOT been resolved and this is not rightThey are suppose to be there for there customers not the customer be there for them!! If I do not get in touch with someone today when I call, I will call the Revdex.comI haven't had any of my questions that I had about my bill discussed yet and it is not my fault I cannot answer when they callWhere I live I have no cell service so it has to be when I am in cell service and that is why I call so its easier for me and the company! I am not trying to be a pain in the rear, but I seriously just want to talk to someone about my billing because I know for a fact there's additional fee's on there that I do not need to be charged with! I know I had requested someone from the company to contact me to discuss this and by no means am I going back on my words, I do want to speak to someone from the company and when I received there voicemail is when I called back and I never got a answerI don't understand what is going on, or why this has to be such a rush, but again I will call today around 6:00, and hopefully I will hear from someone!
The customer was provided a payment arrangement on 3/30/which was not honored by the customer Therefore, the arrangement was invalidated and all arrears became immediately due The customer subsequently had two return checks One returned on 4/for $and one returned on 4/18/for $ The company does not make arrangements on return checksThe current amount due to restore service is $ The company reviewed a 4/24/call with the customer and verified the customer was advised that a returned check was a reason for service to be disconnectedThe customer was also advised if the return check was not paid service would be disconnected The customer was also informed a payment not clearing was a bank issue, not an AEP issueThe customer was advised to discuss the check issue with the bank and remit payment The representative acted professionally during the call and clearly explained the prior agreement with AEP from 3/30/was not kept At this time the company is unable to allow an arrangement on the account The full amount will need paid to restore serviceThe company will attempt to contact the customer and advise of the decision
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 lawnThe company previously informed the customer of the company’s concernThe 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, alsoCompany representatives previously determined the tree would stand until the ground was dry enough to enter the property with equipmentTo date, the tree has withstood several days of multi-inches of rain and high windsWhen 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 treeIn 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
On 12/22/a company representative provided the customer with a voice message in regards to the concerns expressedOn 12/28/another representative provided written correspondence to the customer in order to address the multitude of misconceptions expressed by the customer
On 8/10/a Company representative contacted the customer and advised the $would be removed since the customer requested only a name correction on the accountA security code was also added to the account and the Company will transfer any credits from the old account to the new accountThe customer indicated satisfaction with the actions taken by the Company
On 6/23/a Company representative advised the customer plans had been made to schedule an outage on 6/24/to perform vegetation maintenance along the section of distribution line serving the customer’s residenceThe remainder of the distribution “tap” line would also be inspected for vegetation issues at that timeAny problems found would be addressed at that time The Company was unable to schedule the work on 6/24/as a result of storms and the subsequent storm restoration activityHowever, the Company will re-schedule the vegetation maintenance ASAPA representative attempted to notify the customer on 6/24/of the delay During the previous years the customer experienced outages; attributed to trees inside the right of way, trees outside the right of way, vines, equipment failures and weather related
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 disconnectionHowever, the customer misunderstood the referral was to Child Protective Services, not Social Services, as intendedA Company representative contacted the customer and apologized for the misunderstandingThe customer was thanked for bringing the call to the Company’s attention and allowing the opportunity for improvement
The customer has been charged for the energy consumed at the premiseWhen the customer fails to pay the total amount due each month, the unpaid amount is considered past dueAfter notifying the customer of a past due balance on multiple bills and termination notices, the company will interrupt the energy supply to the home in an effort to collect the money owed by the customer for the energy usedAs a result, the customer’s service was interrupted for nonpayment during March, April, and May because the customer’s account remains past dueThe company will only interrupt service for a past due balance that is at least 30-days past dueWhen the company interrupts service to collect a debt, a reconnect fee is requiredThis fee is to help cover the collection expenses from the customer that caused the expenses and not pass those expenses on to other customers, as approved by the CommissionThe company has only charged the customer for amount of energy used and for any valid collection feesAppalachian Power encourages the customer to contact us to discuss the status of the accountAppalachian Power is available hours a day, days a week, days a year by phone at ###-###-####, online and online at AppalachianPower.com
The customer also contacted the Company via the internet with the same concernAn apology was issued and the customer was kind enough to accept the apology on behalf of Appalachian PowerAppalachian Power has taken steps to insure this error does not happen againEvery effort will be made to only contact customers in the future during daytime operating hoursOur sincere apology is extended to any customers that received the late evening calls
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 dateIn this instance, the next billing date was February 5, 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-days for the payment to reach the companyThe 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 validHowever, 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 websitePlease visit [redacted] for more information
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 Feb27, a Company representative visited the property and performed tests on the meterThe meter was found to be operating perfectlyThe customer moved into the residence during August 2017, so this is the first winter at this locationThe large two story brick house with a sun room was built in the early 1950's and little regard was given to insulation in the walls etcat the timeThe house has two large heat pumps and a gas meterHeat pumps will provide approximately units of heat for each unit of electricitySince the house has gas it would be advantageous to the consumer to use the heat pumps at temperatures above degrees and gas below that temperatureThis is assuming the heat pumps are in working orderA call was made to the customer and an offer extended to offer assistance in how best to operate the heating equipmentThe Average Monthly Billing Plan (AMP) is available and suggested for customers with high bills The high bills are a direct result of electric heat and cold weatherThe number of people occupying a residential facility has very little direct bearing on the cost of heating the facility The number of occupants does affect the electric or gas bills with regards to hot water, cooking and consumption depending on whether the appliances are gas or electric
Appalachian Power understands and empathizes with our customers who have difficulty paying for their electricity usageThe company will not respond with specific information about this customer’s account, as this information will be posted publicallyHowever, we do have credit arrangements available to customers whose accounts qualifyIf an account is not eligible for a credit arrangement and the customer is unable to pay, we recommend the customer contact assistance agencies in the area by dialing The company will gladly explain detailed information about this account with the account holder by calling us at [redacted] or by visiting us at [redacted] – We are available hours a day, days a week
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 It says right in their attachment where they decline to waive the deposit on my account that if the deposit is $or more, and mine is $492.00, that is just a tad over $40.00, that the deposit can be paid longer than in installments so as not to cause "undue hardship" If my deposit was calculated at $and three installments of $extra on my electric bill for the next months, then I would request that the deposit be divided into at least months, more if possible, because yes, paying an extra $each month on top of my already high electric bill does cause "undue hardship" This option was never offered during my conversation with the AEP representative Regards, [redacted]
The Company provides pay agreements when previous agreements are received as agreedCompany records indicate the customer has defaulted multiple times on pay agreements in past monthsThe Company declines to enter into additional arrangements and asks that past due balance be received immediately
The disconnection of service referenced by the customer occurred during May An attempt was made to restore service via use of a fraudulent Community Action pledge and other somewhat misleading circumstancesHowever, when the customer paid the amount negotiated to restore service, an amount that was less than the requested total arrears, he declined to pay the weekend/holiday reconnection rateHowever, due to an outage in the area, a company servicer was able to restore the customer's service on 5/23/15, SaturdaySince a servicer was not called out specifically to restore service to the customer, the company determined it is appropriate to charge the business hours reconnection fee of $The account will be adjusted accordingly
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 immediatelyCustomers who are not in danger of being disconnect can use a free payment option to remit payment for their electric usageInformation 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 accountRequires 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 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 possibleWe appreciate the opportunity to clarify the many payment options available to our customers We are available hours a day, days a week to assist you
The leases provided were not notarized The company will only accept notarized leases Please contact the Company representative, ***, you have been instructed to contact in order to discuss the leases
Additional installments are at the discretion of the CompanyCompany declines to provide additional arrangements and asks that payments be received in three installments
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] I do NOT agree this is ridiculous, I work all the time and I had tried calling and calling multiple times with no answer, but its fine when I call and they don't answer? But when they call me and I don't answer they just give up?? I am calling tonight at 6:and I will call over and over again until I get in contact with someoneMy problem has NOT been resolved and this is not rightThey are suppose to be there for there customers not the customer be there for them!! If I do not get in touch with someone today when I call, I will call the Revdex.comI haven't had any of my questions that I had about my bill discussed yet and it is not my fault I cannot answer when they callWhere I live I have no cell service so it has to be when I am in cell service and that is why I call so its easier for me and the company! I am not trying to be a pain in the rear, but I seriously just want to talk to someone about my billing because I know for a fact there's additional fee's on there that I do not need to be charged with! I know I had requested someone from the company to contact me to discuss this and by no means am I going back on my words, I do want to speak to someone from the company and when I received there voicemail is when I called back and I never got a answerI don't understand what is going on, or why this has to be such a rush, but again I will call today around 6:00, and hopefully I will hear from someone!
The customer was provided a payment arrangement on 3/30/which was not honored by the customer Therefore, the arrangement was invalidated and all arrears became immediately due The customer subsequently had two return checks One returned on 4/for $and one returned on 4/18/for $ The company does not make arrangements on return checksThe current amount due to restore service is $ The company reviewed a 4/24/call with the customer and verified the customer was advised that a returned check was a reason for service to be disconnectedThe customer was also advised if the return check was not paid service would be disconnected The customer was also informed a payment not clearing was a bank issue, not an AEP issueThe customer was advised to discuss the check issue with the bank and remit payment The representative acted professionally during the call and clearly explained the prior agreement with AEP from 3/30/was not kept At this time the company is unable to allow an arrangement on the account The full amount will need paid to restore serviceThe company will attempt to contact the customer and advise of the decision
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 lawnThe company previously informed the customer of the company’s concernThe 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, alsoCompany representatives previously determined the tree would stand until the ground was dry enough to enter the property with equipmentTo date, the tree has withstood several days of multi-inches of rain and high windsWhen 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 treeIn 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 requests an account number for the disputed account balance so we can properly investigate the customer's concern
On 12/22/a company representative provided the customer with a voice message in regards to the concerns expressedOn 12/28/another representative provided written correspondence to the customer in order to address the multitude of misconceptions expressed by the customer
On 8/10/a Company representative contacted the customer and advised the $would be removed since the customer requested only a name correction on the accountA security code was also added to the account and the Company will transfer any credits from the old account to the new accountThe customer indicated satisfaction with the actions taken by the Company
On 6/23/a Company representative advised the customer plans had been made to schedule an outage on 6/24/to perform vegetation maintenance along the section of distribution line serving the customer’s residenceThe remainder of the distribution “tap” line would also be inspected for vegetation issues at that timeAny problems found would be addressed at that time The Company was unable to schedule the work on 6/24/as a result of storms and the subsequent storm restoration activityHowever, the Company will re-schedule the vegetation maintenance ASAPA representative attempted to notify the customer on 6/24/of the delay During the previous years the customer experienced outages; attributed to trees inside the right of way, trees outside the right of way, vines, equipment failures and weather related
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 disconnectionHowever, the customer misunderstood the referral was to Child Protective Services, not Social Services, as intendedA Company representative contacted the customer and apologized for the misunderstandingThe customer was thanked for bringing the call to the Company’s attention and allowing the opportunity for improvement
The customer has been charged for the energy consumed at the premiseWhen the customer fails to pay the total amount due each month, the unpaid amount is considered past dueAfter notifying the customer of a past due balance on multiple bills and termination notices, the company will interrupt the energy supply to the home in an effort to collect the money owed by the customer for the energy usedAs a result, the customer’s service was interrupted for nonpayment during March, April, and May because the customer’s account remains past dueThe company will only interrupt service for a past due balance that is at least 30-days past dueWhen the company interrupts service to collect a debt, a reconnect fee is requiredThis fee is to help cover the collection expenses from the customer that caused the expenses and not pass those expenses on to other customers, as approved by the CommissionThe company has only charged the customer for amount of energy used and for any valid collection feesAppalachian Power encourages the customer to contact us to discuss the status of the accountAppalachian Power is available hours a day, days a week, days a year by phone at ###-###-####, online and online at AppalachianPower.com
The customer also contacted the Company via the internet with the same concernAn apology was issued and the customer was kind enough to accept the apology on behalf of Appalachian PowerAppalachian Power has taken steps to insure this error does not happen againEvery effort will be made to only contact customers in the future during daytime operating hoursOur sincere apology is extended to any customers that received the late evening calls
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 dateIn this instance, the next billing date was February 5, 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-days for the payment to reach the companyThe 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 validHowever, 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 websitePlease visit [redacted] for more information
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 Feb27, a Company representative visited the property and performed tests on the meterThe meter was found to be operating perfectlyThe customer moved into the residence during August 2017, so this is the first winter at this locationThe large two story brick house with a sun room was built in the early 1950's and little regard was given to insulation in the walls etcat the timeThe house has two large heat pumps and a gas meterHeat pumps will provide approximately units of heat for each unit of electricitySince the house has gas it would be advantageous to the consumer to use the heat pumps at temperatures above degrees and gas below that temperatureThis is assuming the heat pumps are in working orderA call was made to the customer and an offer extended to offer assistance in how best to operate the heating equipmentThe Average Monthly Billing Plan (AMP) is available and suggested for customers with high bills The high bills are a direct result of electric heat and cold weatherThe number of people occupying a residential facility has very little direct bearing on the cost of heating the facility The number of occupants does affect the electric or gas bills with regards to hot water, cooking and consumption depending on whether the appliances are gas or electric
Appalachian Power understands and empathizes with our customers who have difficulty paying for their electricity usageThe company will not respond with specific information about this customer’s account, as this information will be posted publicallyHowever, we do have credit arrangements available to customers whose accounts qualifyIf an account is not eligible for a credit arrangement and the customer is unable to pay, we recommend the customer contact assistance agencies in the area by dialing The company will gladly explain detailed information about this account with the account holder by calling us at [redacted] or by visiting us at [redacted] – We are available hours a day, days a week
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 It says right in their attachment where they decline to waive the deposit on my account that if the deposit is $or more, and mine is $492.00, that is just a tad over $40.00, that the deposit can be paid longer than in installments so as not to cause "undue hardship" If my deposit was calculated at $and three installments of $extra on my electric bill for the next months, then I would request that the deposit be divided into at least months, more if possible, because yes, paying an extra $each month on top of my already high electric bill does cause "undue hardship" This option was never offered during my conversation with the AEP representative Regards, [redacted]
The Company provides pay agreements when previous agreements are received as agreedCompany records indicate the customer has defaulted multiple times on pay agreements in past monthsThe Company declines to enter into additional arrangements and asks that past due balance be received immediately
The disconnection of service referenced by the customer occurred during May An attempt was made to restore service via use of a fraudulent Community Action pledge and other somewhat misleading circumstancesHowever, when the customer paid the amount negotiated to restore service, an amount that was less than the requested total arrears, he declined to pay the weekend/holiday reconnection rateHowever, due to an outage in the area, a company servicer was able to restore the customer's service on 5/23/15, SaturdaySince a servicer was not called out specifically to restore service to the customer, the company determined it is appropriate to charge the business hours reconnection fee of $The account will be adjusted accordingly
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 immediatelyCustomers who are not in danger of being disconnect can use a free payment option to remit payment for their electric usageInformation 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 accountRequires 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 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 possibleWe appreciate the opportunity to clarify the many payment options available to our customers We are available hours a day, days a week to assist you