A review of the customer’s account and deposit history revealed the customer has been billed a security deposit as a result of consecutive late payments on the account When the customer initiated service at the current location, another electric service account was in the customer’s name until 8/28/ The other account had higher electric usage at the time indicating the premise was most likely the primary residence Once the other electric service account closed the electric usage at the current location increased The customer was not charged a security deposit when the current account was opened since the bill was paid on-time at the previous residence which avoided a deposit charge and allowed the return of the customer’s deposit from the previous account upon closure At the time of closure of the previous account the remaining security deposit was credited to the bill at the current address After the credit from the deposit was depleted paying the charges on the current bills the payment history began to reflect consecutive late payments On the February bill, a deposit warning message was added to the bill indicating that a deposit will be billed to the account if the total account balance was not paid by the specified dates listed on the bill The account was past due and disconnected for nonpayment on 3/10/ The March bill included the first installment on a security deposit The security deposit is based on the average two months bill at the time it is added to the account Since the customer used the premise as a permanent residence for the past year, the average bill has steadily increased as a result of increased electric usage The account continued to have late payments and as a result the current security deposit requested lagged the average two months billTherefore, a deposit warning message (May & August 2016) was again added to the billShould the account remain late an additional deposit will be billed to the accountThe customer’s average bill at this time is $based on the most recent months electric service The account has been billed a total of $in security depositsCurrently $in security deposits will be billed to the account in installments of $each over the next two bills The company offers payment agreements and average monthly payment plans to assist customers with managing high electric costs and to help bring accounts current These plans can also help customers avoid disconnection notices, late charges, and additional security deposit charges and receive current security deposits applied back to their account after consecutive on-time payments The customer has not previously taken advantage of these programsA company representative would be happy to explain the programs and assist in setting up a plan that works for the customer’s needs at any timeA company representative attempted to contact the customer to explain these programs on 10/5/but the customer was upset and discontinued the call before the programs could be discussed If the customer is interested in setting up any type of payment arrangements they can call hours a day @ [redacted] A copy of the billing history can be provided to the customer upon request
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 The origin of this issue,is that AEP has,repeatedly erroneously closed my accountThe address the other person called to have power cut on is similar to my addressSimilar but not the same This has happened every few months for the past four yearsI was never told I was to pay another deposit because I already have paid one at the initiation of service, years agoWhen this happened most recently, I was told that my deposit would be credited to the new account number they had to issue when they mistakenly closed my accountI was told that I had a credit on the new account of $and the deposit amount in the account would now be $due to them taking a "final bill" amount due from the original deposit.No disconnect order should ever have been issued had the deposit and credit been transferred properlyNo final bill would have been sent, had AEP read their own notes that have been put on my account regarding this continuously occurring.And the worker who came to my home, was never "chased with a baseball bat"That is a pure falsehoodWhen my husband spoke to me about how fed up he was at this happening over and over, the worker said that if we feel that way he was going to say we threatened himIt didn't happenIf he was threatened and chased with a bat, why did he not report that to the sheriff? Because he would then be filing a reportThe local office worker who hung up on me, I had called the toll free number to complain about the,workers behavior and I was transferred to the local officeThat woman refused to listen to my complaint and did admit that it was a mistake in the deposit transferShe really should not talk to customers like she did to meAs for the sheriff escort, I have no problem with thatThey are welcomeBut the worker pretending that he needed an escort, was childishEveryone on the toll free line I have spoken to has been very polite and kindThe local worker and local office lady are beyond unprofessional 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 I still have not received my refund Regards, [redacted]
The Company is unable to verify an account with the information provided The Company requires the customer to provide a valid account number in the customer's name in order to discuss the concern expressed by the customer
A company representative met with the customer on 01/09/The customer’s concerns were reviewed The representative discovered the furnace's air filter was extremely clogged and hadn't been changed in over a year according to the customerThe customer maintains the thermostat at degrees along with a volt portable infrared quartz heaterThe representative explained the importance of regularly changing the air filter as well as the increased cost caused by keeping the thermostat set at degreesThe customer participates in the Company’s AMP program to help ease the burden of the higher winter billsThe customer’s overall usage pattern appears to be comparable to previous heating seasonsThe customer seemed satisfied with the findings
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]
A Company representative completed several trips to the customer’s residence to record meter readings and determine the current kW load at the meterThe representative contacted the customer several times to discuss the load at the meter and the results of a meter test were also discussed A load profile of the customer’s usage was also obtained which showed a constant load of over 2k watts for the billing period in question with many peaks of 8k watts or higher, mostly at night which indicated the customer’s heat pump was running in auxiliary heat mode for long periods of time, which is completely and expected for heat pumps when the temperature is below degreesThe additional load profile information was discussed with the customerAs a result, the customer’s usage was determined to be accurate during the billing period and the increase was attributed to abnormally cold temperatures
Company records indicate the customer initiated a Checkless Payment Plan (CPP) via the Company’s website during November The customer also inadvertently enrolled in another bill payment plan offered by the Company, through the vendor [redacted] , during November As a result, the customer was making duplicate electronic payments for each month’s billIn January the customer notified their bank the electronic payments to the CPP were unauthorizedAs a result, the Company blocked any further electronic payments from the customer’s account in order to be in compliance with federal banking regulationsThe Company blocked the electronic payments because of potential fraudulent misuse of the customer’s bank accountIn 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 accountThe letter from the bank can be faxed to ###-###-####
According to Company records the applicant’s portrayal of the circumstances surrounding the complaint is accurate. Service was initiated in a third party’s name. The third party also had service elsewhere which ended and an unpaid balance remained. The resulting balance was
transferred to another active account under the same name and social security number as per Company protocol, which prompted the applicant’s request for serviceThe third party’s account at the disputed address was current until the transfer. The remaining charges for power used at the address were $209.18. $transferred from another addressThe application for service appeared to be fraudulent to avoid the transfer debt. Per the Company’s terms and conditions of service as approved by the Virginia SCC, the Company will accept the applicant as a new customer once the following conditions are fulfilled: The applicant must provide a notarized lease proving he/she is a bona fide lessee. If the prior account holder is a listed as a lessee, the debt will be required. If the prior account holder is not listed, then the lessee will not be held responsible.The applicant must accept backdated service for the unpaid portion of the energy used at this address
On 12/15/a company representative verified with a *** representative that another refund check for the amount of $was processed on 12/1/It takes 2-weeks once the check is processed to reach the customerThe customer’s correct mailing address was verified, also
The terms and conditions of service in Virginia allow verification of occupancy upon any application for serviceThe company received an application for service request from the customer on 1/20/2016, at which time the company initiated an occupancy review of the premiseAEP reviewed the account
on 1/21/and determined proof of ownership along with a signed notarized lease was required to extend service to another tenantA company representative provided a voice message for the customer requesting a return call to the company
AEP received no additional contact until 1/29/when the owner of the mobile home contacted the companyThe property owner was advised the company required proof of ownership of the mobile home as well as a signed notarized lease for the customerNo other contact was received until 2/1/when the customer called inquiring about the status of the applicationThe customer was advised the company required proof of ownership of the mobile home as well as signed notarized lease for the mobile home and lot
The company requested proof of ownership for the mobile home from the property owner, a signed notarized lease between the owner and customer, as well as a signed notarized lot lease between the real estate owner and the customer
The company will continue to “hold” the application for service until the requested verifications have been obtained
Deposit charged in accordance with applicable guidelines for the State of VirginiaCopy of approved terms and conditions of service attachedCompany declines to waive deposit
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** ***
On 5/24/a company representative attempted to contact the customer regarding her concernsThe customer was not available. A voicemail with a direct dial number requesting the customer to return the call was provided. Although the customer was denied payment arrangements via
email/web, an extension was set up through the internet on 5/24/for the full amount. The customer paid $online on 5/24/17; therefore, the company established an arrangement for the remaining balance over months for $
The customer applied for electric service on 9/19/The company mailed the customer a letter on 9/19/to advise a $security deposit would be required by 9/29/to avoid interruption. The deposit was not paid so on 10/4/the company disconnected the electric service.
On 10/4/the customer paid the $deposit and the order was released to be reconnected the next business day. The company unsuccessfully attempted to reconnect the meter on 10/5/as a result of too much load on the meter to safely leave the meter plugged in the socket. The customer turned off the breakers and the company reconnected the meter on 10/6/17. On 10/5/the company received an acceptable letter of credit so the $payment was applied to the account to be used toward future bills
A company representative visited the customer’s residence on 12/21/at around 2:00pm. The customer was not homeThe representative called the customer and provided a voice message advising the customer the Company would test the meterThe customer’s usage appears to be comparable to
previous years as follows:Date Days KWH Per Day KWH 12/12/17 3,810 11/09/17 1,728 10/11/17 1,184 02/14/17 3,403 01/16/17 4,352 12/13/16 3,173 11/10/16 1,260 10/11/16 1,451 52 02/16/16 4,839 01/15/16 3,926 12/14/15 3,527 A company representative will attempt to contact the customer again to discuss the usage and meter test results
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I understand that we may used the same amount of wattage as of last year , but our bills are twice as high and there getting higher , they are increasing the amount we pay per wattage we use and there is no need to do that , it dosent cost any more to make the power than from last year , the amount they pay for coal hasnt went up its went down , so why is our bills twice as high , there the only place we get our power from and are no other choices. also I didnt not recieve a message of any kind from AEP say they had been here , I check my Voice mail often
Regards,
*** ***
A review of the customer’s account and deposit history revealed the customer has been billed a security deposit as a result of consecutive late payments on the account When the customer initiated service at the current location, another electric service account was in the customer’s name until 8/28/ The other account had higher electric usage at the time indicating the premise was most likely the primary residence Once the other electric service account closed the electric usage at the current location increased The customer was not charged a security deposit when the current account was opened since the bill was paid on-time at the previous residence which avoided a deposit charge and allowed the return of the customer’s deposit from the previous account upon closure At the time of closure of the previous account the remaining security deposit was credited to the bill at the current address After the credit from the deposit was depleted paying the charges on the current bills the payment history began to reflect consecutive late payments On the February bill, a deposit warning message was added to the bill indicating that a deposit will be billed to the account if the total account balance was not paid by the specified dates listed on the bill The account was past due and disconnected for nonpayment on 3/10/ The March bill included the first installment on a security deposit The security deposit is based on the average two months bill at the time it is added to the account Since the customer used the premise as a permanent residence for the past year, the average bill has steadily increased as a result of increased electric usage The account continued to have late payments and as a result the current security deposit requested lagged the average two months billTherefore, a deposit warning message (May & August 2016) was again added to the billShould the account remain late an additional deposit will be billed to the accountThe customer’s average bill at this time is $based on the most recent months electric service The account has been billed a total of $in security depositsCurrently $in security deposits will be billed to the account in installments of $each over the next two bills The company offers payment agreements and average monthly payment plans to assist customers with managing high electric costs and to help bring accounts current These plans can also help customers avoid disconnection notices, late charges, and additional security deposit charges and receive current security deposits applied back to their account after consecutive on-time payments The customer has not previously taken advantage of these programsA company representative would be happy to explain the programs and assist in setting up a plan that works for the customer’s needs at any timeA company representative attempted to contact the customer to explain these programs on 10/5/but the customer was upset and discontinued the call before the programs could be discussed If the customer is interested in setting up any type of payment arrangements they can call hours a day @ [redacted] A copy of the billing history can be provided to the customer upon request
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 The origin of this issue,is that AEP has,repeatedly erroneously closed my accountThe address the other person called to have power cut on is similar to my addressSimilar but not the same This has happened every few months for the past four yearsI was never told I was to pay another deposit because I already have paid one at the initiation of service, years agoWhen this happened most recently, I was told that my deposit would be credited to the new account number they had to issue when they mistakenly closed my accountI was told that I had a credit on the new account of $and the deposit amount in the account would now be $due to them taking a "final bill" amount due from the original deposit.No disconnect order should ever have been issued had the deposit and credit been transferred properlyNo final bill would have been sent, had AEP read their own notes that have been put on my account regarding this continuously occurring.And the worker who came to my home, was never "chased with a baseball bat"That is a pure falsehoodWhen my husband spoke to me about how fed up he was at this happening over and over, the worker said that if we feel that way he was going to say we threatened himIt didn't happenIf he was threatened and chased with a bat, why did he not report that to the sheriff? Because he would then be filing a reportThe local office worker who hung up on me, I had called the toll free number to complain about the,workers behavior and I was transferred to the local officeThat woman refused to listen to my complaint and did admit that it was a mistake in the deposit transferShe really should not talk to customers like she did to meAs for the sheriff escort, I have no problem with thatThey are welcomeBut the worker pretending that he needed an escort, was childishEveryone on the toll free line I have spoken to has been very polite and kindThe local worker and local office lady are beyond unprofessional 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 I still have not received my refund Regards, [redacted]
The Company is unable to verify an account with the information provided The Company requires the customer to provide a valid account number in the customer's name in order to discuss the concern expressed by the customer
A company representative met with the customer on 01/09/The customer’s concerns were reviewed The representative discovered the furnace's air filter was extremely clogged and hadn't been changed in over a year according to the customerThe customer maintains the thermostat at degrees along with a volt portable infrared quartz heaterThe representative explained the importance of regularly changing the air filter as well as the increased cost caused by keeping the thermostat set at degreesThe customer participates in the Company’s AMP program to help ease the burden of the higher winter billsThe customer’s overall usage pattern appears to be comparable to previous heating seasonsThe customer seemed satisfied with the findings
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]
A Company representative completed several trips to the customer’s residence to record meter readings and determine the current kW load at the meterThe representative contacted the customer several times to discuss the load at the meter and the results of a meter test were also discussed A load profile of the customer’s usage was also obtained which showed a constant load of over 2k watts for the billing period in question with many peaks of 8k watts or higher, mostly at night which indicated the customer’s heat pump was running in auxiliary heat mode for long periods of time, which is completely and expected for heat pumps when the temperature is below degreesThe additional load profile information was discussed with the customerAs a result, the customer’s usage was determined to be accurate during the billing period and the increase was attributed to abnormally cold temperatures
Company records indicate the customer initiated a Checkless Payment Plan (CPP) via the Company’s website during November The customer also inadvertently enrolled in another bill payment plan offered by the Company, through the vendor [redacted] , during November As a result, the customer was making duplicate electronic payments for each month’s billIn January the customer notified their bank the electronic payments to the CPP were unauthorizedAs a result, the Company blocked any further electronic payments from the customer’s account in order to be in compliance with federal banking regulationsThe Company blocked the electronic payments because of potential fraudulent misuse of the customer’s bank accountIn 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 accountThe letter from the bank can be faxed to ###-###-####
According to Company records the applicant’s portrayal of the circumstances surrounding the complaint is accurate. Service was initiated in a third party’s name. The third party also had service elsewhere which ended and an unpaid balance remained. The resulting balance was
transferred to another active account under the same name and social security number as per Company protocol, which prompted the applicant’s request for serviceThe third party’s account at the disputed address was current until the transfer. The remaining charges for power used at the address were $209.18. $transferred from another addressThe application for service appeared to be fraudulent to avoid the transfer debt. Per the Company’s terms and conditions of service as approved by the Virginia SCC, the Company will accept the applicant as a new customer once the following conditions are fulfilled: The applicant must provide a notarized lease proving he/she is a bona fide lessee. If the prior account holder is a listed as a lessee, the debt will be required. If the prior account holder is not listed, then the lessee will not be held responsible.The applicant must accept backdated service for the unpaid portion of the energy used at this address
On 12/15/a company representative verified with a *** representative that another refund check for the amount of $was processed on 12/1/It takes 2-weeks once the check is processed to reach the customerThe customer’s correct mailing address was verified, also
The terms and conditions of service in Virginia allow verification of occupancy upon any application for serviceThe company received an application for service request from the customer on 1/20/2016, at which time the company initiated an occupancy review of the premiseAEP reviewed the account
on 1/21/and determined proof of ownership along with a signed notarized lease was required to extend service to another tenantA company representative provided a voice message for the customer requesting a return call to the company
AEP received no additional contact until 1/29/when the owner of the mobile home contacted the companyThe property owner was advised the company required proof of ownership of the mobile home as well as a signed notarized lease for the customerNo other contact was received until 2/1/when the customer called inquiring about the status of the applicationThe customer was advised the company required proof of ownership of the mobile home as well as signed notarized lease for the mobile home and lot
The company requested proof of ownership for the mobile home from the property owner, a signed notarized lease between the owner and customer, as well as a signed notarized lot lease between the real estate owner and the customer
The company will continue to “hold” the application for service until the requested verifications have been obtained
Deposit charged in accordance with applicable guidelines for the State of VirginiaCopy of approved terms and conditions of service attachedCompany declines to waive deposit
The company requests the customer to provide the account number of the premise in which she is applying for service
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** ***
On 5/24/a company representative attempted to contact the customer regarding her concernsThe customer was not available. A voicemail with a direct dial number requesting the customer to return the call was provided. Although the customer was denied payment arrangements via
email/web, an extension was set up through the internet on 5/24/for the full amount. The customer paid $online on 5/24/17; therefore, the company established an arrangement for the remaining balance over months for $
The customer applied for electric service on 9/19/The company mailed the customer a letter on 9/19/to advise a $security deposit would be required by 9/29/to avoid interruption. The deposit was not paid so on 10/4/the company disconnected the electric service.
On 10/4/the customer paid the $deposit and the order was released to be reconnected the next business day. The company unsuccessfully attempted to reconnect the meter on 10/5/as a result of too much load on the meter to safely leave the meter plugged in the socket. The customer turned off the breakers and the company reconnected the meter on 10/6/17. On 10/5/the company received an acceptable letter of credit so the $payment was applied to the account to be used toward future bills
The Company made final repairs to the pole on 6/30/and the customer was notified the same day
A company representative visited the customer’s residence on 12/21/at around 2:00pm. The customer was not homeThe representative called the customer and provided a voice message advising the customer the Company would test the meterThe customer’s usage appears to be comparable to
previous years as follows:Date Days KWH Per Day KWH 12/12/17 3,810 11/09/17 1,728 10/11/17 1,184 02/14/17 3,403 01/16/17 4,352 12/13/16 3,173 11/10/16 1,260 10/11/16 1,451 52 02/16/16 4,839 01/15/16 3,926 12/14/15 3,527 A company representative will attempt to contact the customer again to discuss the usage and meter test results
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I understand that we may used the same amount of wattage as of last year , but our bills are twice as high and there getting higher , they are increasing the amount we pay per wattage we use and there is no need to do that , it dosent cost any more to make the power than from last year , the amount they pay for coal hasnt went up its went down , so why is our bills twice as high , there the only place we get our power from and are no other choices. also I didnt not recieve a message of any kind from AEP say they had been here , I check my Voice mail often
Regards,
*** ***