On 1/12/a Company representative contacted the customer to discuss their concernsThe recent colder temperatures were discussed, especially the day cold period experienced locally and over much of the CountryThe customer expressed concern the meter reading could be inaccurateA review of
Company records indicate the customer’s recent usage has increased substantially as compared to any month during the previous yearsThe representative agreed to have the meter tested and provide the test resultsThe customer also had a concern with a yard tree growing through the Company’s primary distribution wireThe representative notified the Forestry Department of the customer’s concern
Company records indicate on 05/16/a new customer contacted the Company to place the account of the complainant in their name, which automatically closed the account in the name of the complainantThe error was discovered when the complainant received a final bill. The account was re-opened
in the complainant’s name but the order did not complete due to an unfulfilled deposit requirement On 06/05/a system disconnect order was generated for the account because of usage occurring on a meter with no active serviceWhen a company representative arrived at the premise and disconnected the meter the complainant became very upset and chased the representative with a bat from the property before any calls could be completed to verify if any mistakes were made. Because of the threat at the premise the Company is required to request a police escort for any activity at the premiseArrangements could not be made for a police escort until the following dayService was restored to the premise at 11:05AM ON 06/06/ Company records indicate the complainant was transferred in error to a local office and spoke with an employee that typically does not talk directly with customers. The call should have been handled by the Customer Operations Center The Company apologizes for any errors within its control which resulted in the disconnection of service
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
When I payed online I was given options when I paid on my phone, free service, bill matrix and other optionsThere was nothing that said it would take days to processSo I chose the free option, free because I do paperless billingThey turned my service off next and said there was nothing they could do u til until the amount was paid plus the dollars. If they are going to do these options it should be stated over and over that it takes days to postYou should have to read an agreementTalking the customer reps this happens alot, easy way for AEP'S to get an extra $out if customersThe resolution would be to credit me back the dollars I should not have been chargedI paid through AEP's websiteThey knew it was laid
Regards,
*** ***
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 still have not received any refund checks from Appalachian Power Company
Regards,
*** ***
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
This still does not address the fact that we used less electricity for weeks (no water heater/Well pump), but yet our bill was higher then the previous month Estimates should not be allowedThe representative from the power companystated they could read it from where they areIf this is true, then there would be no reason to make an estimated electric billShe also stated that, the meter reader may have been sick or some other reason that it was estimated and she spoke to a neighbor and that they said they don't have a heat pump, so there electric bill is lower than ours, however we do not have a heat pump eitherThe representative does not have any idea which neighbor I spoke too.Why is my electric bill always the same during certain months? Because they estimate it from the previous year(s), but yet we use more and more wood heat and our electric bill stays the same or goes higher.Why should we have them check the meter again? They would charge us for it this time and just like last time, it would not change a thing, they just keep stealing and embezzling money from people, no matter what a customer.One other thing, I had forgotten about, in January we were without power for a week and had to use our generator and our electric bill didn't go down then either it went up just as the last bill.Regards,
*** ***
Revdex.com:
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 am in process of divorce and will provide information proving this and once her name is removed from said property I will update aep on this matter
Regards,
*** ***
Revdex.com:
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 don't accept the response made because there have been more than outtages, as they stated It has become a weekly thing that our flickers out for anywhere from seconds to a minute and talking to them on the phone doesn't help anyway They've told me before they were going to do something about it multiple times and they haven't I also don't understand how it can storm and we will have power, then and hour or hours later when the weather is nice the power will go out I figured there would be no resolution as usual
Regards,
*** ***
The small adjustment made to the January bill was a result of an update in the Transmission Rate Adjustment Clause (T-RAC)We apologize for any unpleasant experience with Appalachian Power; we have applied a credit of $to the account, bringing the balance to zero
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 have gotten what I wanted from the original call, although I will not accept that if I am late again that they will charge me the second depositI didn't get my money back on the part of the second deposit I already paid and I think it crap they could even consider charging another deposit bc someone is late on paymentsLife happens and sometimes especially now a days you have to choose between eating that week or paying your electric bill.Thank you for your help in this matter
Regards,
*** ***
On 3/8/a company representative advised the customer the deposit was billed because of on-going late payments required to secure the accountThe customer expressed concern the deposit was billed without termination of service, thereby increasing the amount owed the companyThe representative
also reminded the customer the deposit was removed during a discussion on 10/27/for one time only, and if payments were late again the deposit would be reinstated and not removed againThe representative advised the deposit would be required at this time and discussed the refund process after paying on timeThe representative offered seeking assistance from agencies and the customer indicated no interest in the offer
Appalachian Power will not provide any customer or account-specific information in a public forumInformation that is more detailed can be obtained by contacting Appalachian Power at ###-###-#### or online at ***BillMatrix will block customers who exceed a number of
unsuccessful transactions within a predefined timeframe from making any payments to any companyBillMatrix will inform the customer to contact Appalachian Power to learn about alternative payment optionsThe block will remain in place for days; neither Appalachian Power nor BillMatrix can override the blockThis process is in place to protect Appalachian Power and its customers from potential fraudulent activityAppalachian Power has three in-person authorized payment locations that accept debit cards near the customer’s homeThe payment locations can be found by searching online at ***, or by calling Appalachian Power at ###-###-####; we are available hours per day, days per week
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 stationFrom outage analysis, there is no indication that splices have not failed due to incorrect installations, nor any patrols found problems with splices. Since the vast majority of the outages have been caused by trees from outside standard right-of-way, our facilities suffer significant damage which is repaired at those times, and routine maintenance has not been a major issue from a reliability standpointThe 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 workingThe circuit has been patrolled by a forestry representative and possible locations for additional hot spotting have been noted and these will be prioritized as appropriate
Revdex.com:
At no time was I asked to show anything that shows I am the "new" leaseeI was asked to give information about my brother so they could collect his back pay That is AEP's job not mine
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
Regards,
*** ***
Per the Company’s Terms and Conditions of Service in the State of Virginia, the Company can withhold service until the bona fide lessee settles their obligationsThe Company confirmed the only lessee is the prior account holder/brother to the applicantThe property owner is unaware of the sister (applicant) residing in the household, and confirmed [she] is not a lesseeThe Company is referencing the following section of the Terms and Conditions of Service in Virginia: DENIAL OR DISCONNECTION OF SERVICE: Except as may be otherwise provided by law, the Company reserves the right to deny service to any applicant for any of the following reasons: 6) For prior indebtedness by a previous customer provided that the previous customer continues to be an owner or bona fide lessee at the premises
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.They have fixed everything so I am satisfied now thank you
Regards,
*** ***
On 10/21/a company representative attempted to contact the customer and provided a voice message with a direct helpline extension in regard to questions about deposits and accrued interestThe customer previously disconnected a call with a company representative The customer has a total accrued interest YTD of $0.48. Since the deposit must be held a minimum of days to earn interest not all of the deposit payments year to date are eligible to earn interest at this time. The current approved interest rate by the VA State Corporation Commission for deposits is 0.4% effective 1/1/16, this is based on the average of one-year Treasury bill rates for September, October and November. The customer was provided deposit receipts for the account. On 10/27/the company mailed the customer a billing and payment history for the account from 7/28/to 10/4/
The Company received the requested from the customer’s bank on 7/26/The Company removed the “block” and notified the Vendors on 7/26/17. However, it may take a couple days for the Vendor’s to update their files and the information transmitted to the Company’s pay stationsTherefore, the Company asks the customer to pay the current bill via the Company’s website on Friday, July 28thShould the customer experience a problem, please notify the Company
A company representative contacted the customer on 4/21/The representative agreed to a payment of $on 4/and the balance paid in three monthly installmentsThe customer’s request to pay only the past due amount would cause service to be disconnected after 5/
The customer is
aware payments are due in addition to the current bill on the monthly due date and if payments are not received timely the total unpaid balance will be required in full to continue service
Company records indicate the customer experienced outages during the previous years; attributed to trees outside R/W, equipment failures, scheduled and aerial sawThe customer's residence is located more than miles from the substationA recent outage on 7/15/was attributed to a
tree outside the R/W and lasted minutesTwo outages on 6/16/were attributed to trees outside the R/W and lasted a total of 1,minutesA major storm was declared on that dateDuring the Fall company tree crews and an aerial saw trimming crew addressed multiple right-of-way issues along the circuit serving the Boyd residenceDuring tree trimming was completed in the Breaker zone adjacent to the substationBeginning crews commenced clearing sections of right-of-way that were not trimmed previously during -A herbicide application is currently being used during the summer to control brush within the R/W beginning at the substation and extending along portions of the circuitThe company plans to address tree trimming concerns along the circuit into A company representative unsuccessfully attempted to contact the customer in regard to the concernVoice messages were provided briefly describing the company’s ongoing efforts to improve the reliability of the circuitThe company also responded to a SCC complaint from the customer in regard to the same subject
The deposit was assessed in accordance with all applicable terms and conditions of service (attached) approved by the Virginia SCC
On 1/12/a Company representative contacted the customer to discuss their concernsThe recent colder temperatures were discussed, especially the day cold period experienced locally and over much of the CountryThe customer expressed concern the meter reading could be inaccurateA review of
Company records indicate the customer’s recent usage has increased substantially as compared to any month during the previous yearsThe representative agreed to have the meter tested and provide the test resultsThe customer also had a concern with a yard tree growing through the Company’s primary distribution wireThe representative notified the Forestry Department of the customer’s concern
Company records indicate on 05/16/a new customer contacted the Company to place the account of the complainant in their name, which automatically closed the account in the name of the complainantThe error was discovered when the complainant received a final bill. The account was re-opened
in the complainant’s name but the order did not complete due to an unfulfilled deposit requirement On 06/05/a system disconnect order was generated for the account because of usage occurring on a meter with no active serviceWhen a company representative arrived at the premise and disconnected the meter the complainant became very upset and chased the representative with a bat from the property before any calls could be completed to verify if any mistakes were made. Because of the threat at the premise the Company is required to request a police escort for any activity at the premiseArrangements could not be made for a police escort until the following dayService was restored to the premise at 11:05AM ON 06/06/ Company records indicate the complainant was transferred in error to a local office and spoke with an employee that typically does not talk directly with customers. The call should have been handled by the Customer Operations Center The Company apologizes for any errors within its control which resulted in the disconnection of service
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
When I payed online I was given options when I paid on my phone, free service, bill matrix and other optionsThere was nothing that said it would take days to processSo I chose the free option, free because I do paperless billingThey turned my service off next and said there was nothing they could do u til until the amount was paid plus the dollars. If they are going to do these options it should be stated over and over that it takes days to postYou should have to read an agreementTalking the customer reps this happens alot, easy way for AEP'S to get an extra $out if customersThe resolution would be to credit me back the dollars I should not have been chargedI paid through AEP's websiteThey knew it was laid
Regards,
*** ***
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 still have not received any refund checks from Appalachian Power Company
Regards,
*** ***
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
This still does not address the fact that we used less electricity for weeks (no water heater/Well pump), but yet our bill was higher then the previous month Estimates should not be allowedThe representative from the power companystated they could read it from where they areIf this is true, then there would be no reason to make an estimated electric billShe also stated that, the meter reader may have been sick or some other reason that it was estimated and she spoke to a neighbor and that they said they don't have a heat pump, so there electric bill is lower than ours, however we do not have a heat pump eitherThe representative does not have any idea which neighbor I spoke too.Why is my electric bill always the same during certain months? Because they estimate it from the previous year(s), but yet we use more and more wood heat and our electric bill stays the same or goes higher.Why should we have them check the meter again? They would charge us for it this time and just like last time, it would not change a thing, they just keep stealing and embezzling money from people, no matter what a customer.One other thing, I had forgotten about, in January we were without power for a week and had to use our generator and our electric bill didn't go down then either it went up just as the last bill.Regards,
*** ***
Revdex.com:
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 am in process of divorce and will provide information proving this and once her name is removed from said property I will update aep on this matter
Regards,
*** ***
Revdex.com:
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 don't accept the response made because there have been more than outtages, as they stated It has become a weekly thing that our flickers out for anywhere from seconds to a minute and talking to them on the phone doesn't help anyway They've told me before they were going to do something about it multiple times and they haven't I also don't understand how it can storm and we will have power, then and hour or hours later when the weather is nice the power will go out I figured there would be no resolution as usual
Regards,
*** ***
The small adjustment made to the January bill was a result of an update in the Transmission Rate Adjustment Clause (T-RAC)We apologize for any unpleasant experience with Appalachian Power; we have applied a credit of $to the account, bringing the balance to zero
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 have gotten what I wanted from the original call, although I will not accept that if I am late again that they will charge me the second depositI didn't get my money back on the part of the second deposit I already paid and I think it crap they could even consider charging another deposit bc someone is late on paymentsLife happens and sometimes especially now a days you have to choose between eating that week or paying your electric bill.Thank you for your help in this matter
Regards,
*** ***
On 3/8/a company representative advised the customer the deposit was billed because of on-going late payments required to secure the accountThe customer expressed concern the deposit was billed without termination of service, thereby increasing the amount owed the companyThe representative
also reminded the customer the deposit was removed during a discussion on 10/27/for one time only, and if payments were late again the deposit would be reinstated and not removed againThe representative advised the deposit would be required at this time and discussed the refund process after paying on timeThe representative offered seeking assistance from agencies and the customer indicated no interest in the offer
Appalachian Power will not provide any customer or account-specific information in a public forumInformation that is more detailed can be obtained by contacting Appalachian Power at ###-###-#### or online at ***BillMatrix will block customers who exceed a number of
unsuccessful transactions within a predefined timeframe from making any payments to any companyBillMatrix will inform the customer to contact Appalachian Power to learn about alternative payment optionsThe block will remain in place for days; neither Appalachian Power nor BillMatrix can override the blockThis process is in place to protect Appalachian Power and its customers from potential fraudulent activityAppalachian Power has three in-person authorized payment locations that accept debit cards near the customer’s homeThe payment locations can be found by searching online at ***, or by calling Appalachian Power at ###-###-####; we are available hours per day, days per week
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 stationFrom outage analysis, there is no indication that splices have not failed due to incorrect installations, nor any patrols found problems with splices. Since the vast majority of the outages have been caused by trees from outside standard right-of-way, our facilities suffer significant damage which is repaired at those times, and routine maintenance has not been a major issue from a reliability standpointThe 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 workingThe circuit has been patrolled by a forestry representative and possible locations for additional hot spotting have been noted and these will be prioritized as appropriate
Revdex.com:
At no time was I asked to show anything that shows I am the "new" leaseeI was asked to give information about my brother so they could collect his back pay That is AEP's job not mine
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
Regards,
*** ***
Per the Company’s Terms and Conditions of Service in the State of Virginia, the Company can withhold service until the bona fide lessee settles their obligationsThe Company confirmed the only lessee is the prior account holder/brother to the applicantThe property owner is unaware of the sister (applicant) residing in the household, and confirmed [she] is not a lesseeThe Company is referencing the following section of the Terms and Conditions of Service in Virginia: DENIAL OR DISCONNECTION OF SERVICE: Except as may be otherwise provided by law, the Company reserves the right to deny service to any applicant for any of the following reasons: 6) For prior indebtedness by a previous customer provided that the previous customer continues to be an owner or bona fide lessee at the premises
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.They have fixed everything so I am satisfied now thank you
Regards,
*** ***
On 10/21/a company representative attempted to contact the customer and provided a voice message with a direct helpline extension in regard to questions about deposits and accrued interestThe customer previously disconnected a call with a company representative The customer has a total accrued interest YTD of $0.48. Since the deposit must be held a minimum of days to earn interest not all of the deposit payments year to date are eligible to earn interest at this time. The current approved interest rate by the VA State Corporation Commission for deposits is 0.4% effective 1/1/16, this is based on the average of one-year Treasury bill rates for September, October and November. The customer was provided deposit receipts for the account. On 10/27/the company mailed the customer a billing and payment history for the account from 7/28/to 10/4/
The Company received the requested from the customer’s bank on 7/26/The Company removed the “block” and notified the Vendors on 7/26/17. However, it may take a couple days for the Vendor’s to update their files and the information transmitted to the Company’s pay stationsTherefore, the Company asks the customer to pay the current bill via the Company’s website on Friday, July 28thShould the customer experience a problem, please notify the Company
A company representative contacted the customer on 4/21/The representative agreed to a payment of $on 4/and the balance paid in three monthly installmentsThe customer’s request to pay only the past due amount would cause service to be disconnected after 5/
The customer is
aware payments are due in addition to the current bill on the monthly due date and if payments are not received timely the total unpaid balance will be required in full to continue service
Company records indicate the customer experienced outages during the previous years; attributed to trees outside R/W, equipment failures, scheduled and aerial sawThe customer's residence is located more than miles from the substationA recent outage on 7/15/was attributed to a
tree outside the R/W and lasted minutesTwo outages on 6/16/were attributed to trees outside the R/W and lasted a total of 1,minutesA major storm was declared on that dateDuring the Fall company tree crews and an aerial saw trimming crew addressed multiple right-of-way issues along the circuit serving the Boyd residenceDuring tree trimming was completed in the Breaker zone adjacent to the substationBeginning crews commenced clearing sections of right-of-way that were not trimmed previously during -A herbicide application is currently being used during the summer to control brush within the R/W beginning at the substation and extending along portions of the circuitThe company plans to address tree trimming concerns along the circuit into A company representative unsuccessfully attempted to contact the customer in regard to the concernVoice messages were provided briefly describing the company’s ongoing efforts to improve the reliability of the circuitThe company also responded to a SCC complaint from the customer in regard to the same subject