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
APCO’s response of minutes sounds better than the hours I was without power because APCO DOES NOT WORK AT NIGHTIn their response increased levels of employee fatigue and no immediate hazard to the safety of the public were statedThe person that we called to report a power outage at the Customer Solutions Center in *** *** *** should have told my wife that we would not have our power restored until daylight hoursAlso why did the recording at the Solutions Center make a statement that our power would be restored by 2:am? APCO does not want you to know that they do not work at night unless they have toIf they did provide 24/service they would have restored our power within a few hours, like they state on their video Restoring PowerAs I stated, there were no poles, lines, or trees down or damaged or any bad weather within miles requiring additional crews or time to respond to restore my powerIt was a simple show up and reset the fuse, like we do when a breaker trips in your panel in your homeMy wife talked to an APCO person in detail after he called in response to my Revdex.com complaintHe told her that if they did provide this service that our rates would have to go upI don’t know about the rest of you but lights, water, heat, air conditioning and refrigerated food are pretty important to mePropane companies, heating oil companies and the local natural gas provider have 24/serviceThe water utility in the Roanoke Valley has 24/serviceSomeone will come out at night and at the very least assess your situation and decide what steps need to be done to restore your serviceSince APCO is our only supplier and power is so important to our lives we should have 24/service from themWe all know that it is really all about the stockholder and paying out dividendsAPCO has spent millions of dollars on boat landings at Smith Mountain LakeWhy didn’t they spend it on staffing response crews for power outages at night instead of cutting their crews to the bare minimum? Now everyone should be aware of the big fire at the many businesses at *** *** and *** only fortune company and its upset CEO at APCO’S “unacceptable” slow response time this past weekIt was frustrating to see on the news the local Fire Department could only stand around and watch until APCO showed upGood thing that no one got hurt and no one lost their lifeThis was an immediate hazard to the safety of the public and APCO still dropped the ballHad there been a faster response there could have been savings of hundreds of thousands of dollars, instead hundreds of thousands in lossesThe spokeswoman from APCO was saying the slow response was due to the crews out working on the storm that passed through the area earlier in the eveningI bet most, if not all of the customers without power did not get their power restored until daylight hours the next dayI hope the CEO of the fortune company that endured the fire does not think about moving the rest of his company to *** *** because of this where the electric supplier probably does supply 24/service In closing my hats off to the men and women at APCO that are out there working on the lines to provide us powerYou are limited to what upper management will allow in additional crews and equipment to do the job right and provide the customer service that we use to get in the pastAPCO is focused on excellent stockholder dividends and not excellent customer service where it should be
Regards,
*** ***
Ive 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.I i am doing the correct math the account will be adjusted 150$ correct also when I notice this change?
Regards,
*** ***
A company representative unsuccessfully attempted to contact the customer.
The meter read dates and bill due dates cannot be changed.
When the customer enrolled in the Checkless Payment Plan offered by the Company and provided the required written authorization to draft their bank account for bill payment, the customer agreed for the payment to be drafted on the bill due date. The customer’s bill will not always be due between the first and third of each month. The due date is always printed on the customer’s bill. If funds are not available in the customer bank account on the bill due date, then the customer may contact AEP to cancel and reschedule the date for bank draft.
Company records indicate the customer enrolled in paperless billing on 10/31/14. Since enrollment, AEP records indicate that all bill notifications have been successfully delivered to the email address provided by customer. However, AEP records do not show that the customer has accessed the URL or link provided to view any of the bill details. This may explain the confusion with bill due dates and bank draft dates. Customer may contact [redacted] if they have any questions or require assistance with paperless billing.
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. There has been no resolution to my complaint but I will let it slide once more. If this does occur again though, I will once again turn AEP into the Revdex.com with a more much vindictive approach. I do not have the time for AEP's incompetence. I highly recommend calling your customers to confirm an account closure as I received 0 letters in the mail to inform me of such closure. I am not saying you did not send them, I am simply saying there was a failure of delivery. I would at least send an email if you are going the letter route of confirming a closure.
Regards,
[redacted]
On 3/8/15 the company received a damage claim from the customer, who is apparently a tenant at the premise. A company representative discussed the claim with the customer on 3/13/15. The company investigated the claim and found liability for AEP. A claim form was mailed to the customer.
On...
4/15/15 the company received a completed claim form from the customer with several handwritten receipts. A call was made to the customer to inquire about the information on the claim form, in particular one item for a cost of $805.49. The customer was asked explain this item. The customer was unable to provide acceptable information. The customer was advised handwritten receipts are not acceptable and the company required supporting documentation in the form of receipts from the business on their letterhead. The customer agreed to contact the business and provide the required documentation.
A company representative attempted to contact the customer on 4/23/15 and 4/29/15 and received a busy signal with no way to leave a message.
On 6/12/15 the claim was closed as no further contact was received from the customer or receipt of the documentation requested.
On 8/5/15 a company representative contacted the customer and advised [him] the company will re-open the claim and go forward with a settlement calculation as soon as the company is provided the supporting documentation requested multiple times. The customer agreed to the request. The case is continuing pending the receipt of the requested documentation.
The customer was given an extension to pay the bill on October 11, 2015. The extension included the entire bill, excluding a $31 deposit installment. There is no scheduled disconnection scheduled at this time. A company representative has attempted to contact the customer two times on 9/28, with no...
success. A voicemail and contact phone number was left for the customer.
The representative also attempted to contact the customer on September 29, 2015 at 1:36pm, 2:22pm, and 5:39pm; a voicemail was left each time with no response as of 12:37am on September 30, 2015. One more contact will be attempted for the final time. If the customer does not respond to the voice messages, the company will consider the case closed unless a response is received from the customer.
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 10-10-17 a company representative discussed the customer encounter with the AEP contractor. The contractor knocked on the [customer’s] door and allowed the customer approximately 20 to 30 seconds to answer the door at which time the contractor proceeded to replace the meter. The...
customer later exited the house with a dog that was displaying aggressive behavior. The dog "pinned" the contactor against the house. The customer acknowledged the contractor and the contractor asked the customer to retrieve the dog at which time the customer stated that he had been in the shower and had not heard the knock on the door. The contractor apologized and then proceeded to change a second meter located on customer's property. The customer became very “heated” and verbally abusive and turned another dog out on the contractor. The second dog was also very aggressive and again pinned the contractor near the house. The contractor noticed at this point the customer was taking photos and filming the incident with a cell phone. The customer asked the customer not to post anything on social media. The contractor left the property and notified an AEP representative of the incident. An AEP representative unsuccessfully attempted to contact the customer on 10-10-17 at 8:23 AM at which time the call was transferred to voice mail. The voice mail message stated the mail box was full and call was disconnected.
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.
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.
I was not properly informed of the AMP process when signing up or transferring services.
Regards,
[redacted]
Based upon the customer’s statement of the problem, it appears the customer may have been a victim of payment fraud that resulted in their financial information being compromised and used by another AEP customer to pay an electric bill. It appears the correct information and assistance was...
provided to the customer by a company representative on 4/27/16. The customer was advised to immediately contact their financial institution and dispute any payment not authorized. The action taken should have helped in the immediate recovery of loss of funds for the payment. The customer should also file a police report related to the payment fraud and unauthorized transaction. Due to the manner in which the customer pays bills, AEP does not have complete financial information (such as a bank routing and checking account number) in order to conduct further research. Additionally, privacy laws prevent AEP from disclosure of such confidential financial information and PII (personally identifiable information) to anyone including law enforcement without a court order/subpoena .
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]
During the past 2 years, the customer has experienced twenty-five (25) sustained power outages, of which they called in trouble tickets 18 times, 14 caused by trees-out-of-ROW, 3 trees-in-ROW, 3 equipment failures, 2 scheduled for maintenance or repair, 1 unknown/non-weather, 1 weather-ice, and 1...
vehicle accident which was a public excavator which pushed a tree over onto the power line from outside ROW. Of these outages, 4 were part of major events. The customer is located in a 9th protective zone of the Distribution Circuit, which has nearly 152 total miles of overhead primary voltage lines and normally serves approximately 2050 customers. The customer’s residence is located approximately 20 line miles from the station. The 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 2 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 working. A company forestry representative assessed the R/W in question from the Station to the end of the line at Milam (26 MI) on 7/26/16. The representative identified about 10-15 locations that need attention, including tall brush towards the end of the feed that needs sprayed. The company plans to spray the brush that is near the conductors at these locations. The R/W was observed to be in good condition except for the locations identified. A company representative previously spoke with the customer on 7/22/16 in response to a power quality/multiple outage investigation order filed on 7/20/16. The representative discussed in general the outage causes and the long 20 miles of line exposure involved. The representative at that time advised the customer the Forestry group was asked to patrol the line ASAP and report the findings and plans.
The company canceled the $0.11 charge, as requested by the customer. A Customer Operations Center representative will attempt to contact the customer to advise of the cancelled charge. The previous call with the customer will also be reviewed.
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.
Here is the account info for my mother's AEP account. It is not regarding my account it's regarding hers that's why it is not showing that any late payments and deposit. If they would have read the message clearly it states it's her account not mine. I have attached her bill to this file to send to them.
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.
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.
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
APCO’s response of minutes sounds better than the hours I was without power because APCO DOES NOT WORK AT NIGHTIn their response increased levels of employee fatigue and no immediate hazard to the safety of the public were statedThe person that we called to report a power outage at the Customer Solutions Center in *** *** *** should have told my wife that we would not have our power restored until daylight hoursAlso why did the recording at the Solutions Center make a statement that our power would be restored by 2:am? APCO does not want you to know that they do not work at night unless they have toIf they did provide 24/service they would have restored our power within a few hours, like they state on their video Restoring PowerAs I stated, there were no poles, lines, or trees down or damaged or any bad weather within miles requiring additional crews or time to respond to restore my powerIt was a simple show up and reset the fuse, like we do when a breaker trips in your panel in your homeMy wife talked to an APCO person in detail after he called in response to my Revdex.com complaintHe told her that if they did provide this service that our rates would have to go upI don’t know about the rest of you but lights, water, heat, air conditioning and refrigerated food are pretty important to mePropane companies, heating oil companies and the local natural gas provider have 24/serviceThe water utility in the Roanoke Valley has 24/serviceSomeone will come out at night and at the very least assess your situation and decide what steps need to be done to restore your serviceSince APCO is our only supplier and power is so important to our lives we should have 24/service from themWe all know that it is really all about the stockholder and paying out dividendsAPCO has spent millions of dollars on boat landings at Smith Mountain LakeWhy didn’t they spend it on staffing response crews for power outages at night instead of cutting their crews to the bare minimum? Now everyone should be aware of the big fire at the many businesses at *** *** and *** only fortune company and its upset CEO at APCO’S “unacceptable” slow response time this past weekIt was frustrating to see on the news the local Fire Department could only stand around and watch until APCO showed upGood thing that no one got hurt and no one lost their lifeThis was an immediate hazard to the safety of the public and APCO still dropped the ballHad there been a faster response there could have been savings of hundreds of thousands of dollars, instead hundreds of thousands in lossesThe spokeswoman from APCO was saying the slow response was due to the crews out working on the storm that passed through the area earlier in the eveningI bet most, if not all of the customers without power did not get their power restored until daylight hours the next dayI hope the CEO of the fortune company that endured the fire does not think about moving the rest of his company to *** *** because of this where the electric supplier probably does supply 24/service In closing my hats off to the men and women at APCO that are out there working on the lines to provide us powerYou are limited to what upper management will allow in additional crews and equipment to do the job right and provide the customer service that we use to get in the pastAPCO is focused on excellent stockholder dividends and not excellent customer service where it should be
Regards,
*** ***
Ive 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.I i am doing the correct math the account will be adjusted 150$ correct also when I notice this change?
Regards,
*** ***
A company representative unsuccessfully attempted to contact the customer.
The meter read dates and bill due dates cannot be changed.
When the customer enrolled in the Checkless Payment Plan offered by the Company and provided the required written authorization to draft their bank account for bill payment, the customer agreed for the payment to be drafted on the bill due date. The customer’s bill will not always be due between the first and third of each month. The due date is always printed on the customer’s bill. If funds are not available in the customer bank account on the bill due date, then the customer may contact AEP to cancel and reschedule the date for bank draft.
Company records indicate the customer enrolled in paperless billing on 10/31/14. Since enrollment, AEP records indicate that all bill notifications have been successfully delivered to the email address provided by customer. However, AEP records do not show that the customer has accessed the URL or link provided to view any of the bill details. This may explain the confusion with bill due dates and bank draft dates. Customer may contact [redacted] if they have any questions or require assistance with paperless billing.
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. There has been no resolution to my complaint but I will let it slide once more. If this does occur again though, I will once again turn AEP into the Revdex.com with a more much vindictive approach. I do not have the time for AEP's incompetence. I highly recommend calling your customers to confirm an account closure as I received 0 letters in the mail to inform me of such closure. I am not saying you did not send them, I am simply saying there was a failure of delivery. I would at least send an email if you are going the letter route of confirming a closure.
Regards,
[redacted]
On 3/8/15 the company received a damage claim from the customer, who is apparently a tenant at the premise. A company representative discussed the claim with the customer on 3/13/15. The company investigated the claim and found liability for AEP. A claim form was mailed to the customer.
On...
4/15/15 the company received a completed claim form from the customer with several handwritten receipts. A call was made to the customer to inquire about the information on the claim form, in particular one item for a cost of $805.49. The customer was asked explain this item. The customer was unable to provide acceptable information. The customer was advised handwritten receipts are not acceptable and the company required supporting documentation in the form of receipts from the business on their letterhead. The customer agreed to contact the business and provide the required documentation.
A company representative attempted to contact the customer on 4/23/15 and 4/29/15 and received a busy signal with no way to leave a message.
On 6/12/15 the claim was closed as no further contact was received from the customer or receipt of the documentation requested.
On 8/5/15 a company representative contacted the customer and advised [him] the company will re-open the claim and go forward with a settlement calculation as soon as the company is provided the supporting documentation requested multiple times. The customer agreed to the request. The case is continuing pending the receipt of the requested documentation.
The customer was given an extension to pay the bill on October 11, 2015. The extension included the entire bill, excluding a $31 deposit installment. There is no scheduled disconnection scheduled at this time. A company representative has attempted to contact the customer two times on 9/28, with no...
success. A voicemail and contact phone number was left for the customer.
The representative also attempted to contact the customer on September 29, 2015 at 1:36pm, 2:22pm, and 5:39pm; a voicemail was left each time with no response as of 12:37am on September 30, 2015. One more contact will be attempted for the final time. If the customer does not respond to the voice messages, the company will consider the case closed unless a response is received from the customer.
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 10-10-17 a company representative discussed the customer encounter with the AEP contractor. The contractor knocked on the [customer’s] door and allowed the customer approximately 20 to 30 seconds to answer the door at which time the contractor proceeded to replace the meter. The...
customer later exited the house with a dog that was displaying aggressive behavior. The dog "pinned" the contactor against the house. The customer acknowledged the contractor and the contractor asked the customer to retrieve the dog at which time the customer stated that he had been in the shower and had not heard the knock on the door. The contractor apologized and then proceeded to change a second meter located on customer's property. The customer became very “heated” and verbally abusive and turned another dog out on the contractor. The second dog was also very aggressive and again pinned the contractor near the house. The contractor noticed at this point the customer was taking photos and filming the incident with a cell phone. The customer asked the customer not to post anything on social media. The contractor left the property and notified an AEP representative of the incident. An AEP representative unsuccessfully attempted to contact the customer on 10-10-17 at 8:23 AM at which time the call was transferred to voice mail. The voice mail message stated the mail box was full and call was disconnected.
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.
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.
I was not properly informed of the AMP process when signing up or transferring services.
Regards,
[redacted]
Based upon the customer’s statement of the problem, it appears the customer may have been a victim of payment fraud that resulted in their financial information being compromised and used by another AEP customer to pay an electric bill. It appears the correct information and assistance was...
provided to the customer by a company representative on 4/27/16. The customer was advised to immediately contact their financial institution and dispute any payment not authorized. The action taken should have helped in the immediate recovery of loss of funds for the payment. The customer should also file a police report related to the payment fraud and unauthorized transaction. Due to the manner in which the customer pays bills, AEP does not have complete financial information (such as a bank routing and checking account number) in order to conduct further research. Additionally, privacy laws prevent AEP from disclosure of such confidential financial information and PII (personally identifiable information) to anyone including law enforcement without a court order/subpoena .
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]
During the past 2 years, the customer has experienced twenty-five (25) sustained power outages, of which they called in trouble tickets 18 times, 14 caused by trees-out-of-ROW, 3 trees-in-ROW, 3 equipment failures, 2 scheduled for maintenance or repair, 1 unknown/non-weather, 1 weather-ice, and 1...
vehicle accident which was a public excavator which pushed a tree over onto the power line from outside ROW. Of these outages, 4 were part of major events. The customer is located in a 9th protective zone of the Distribution Circuit, which has nearly 152 total miles of overhead primary voltage lines and normally serves approximately 2050 customers. The customer’s residence is located approximately 20 line miles from the station. The 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 2 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 working. A company forestry representative assessed the R/W in question from the Station to the end of the line at Milam (26 MI) on 7/26/16. The representative identified about 10-15 locations that need attention, including tall brush towards the end of the feed that needs sprayed. The company plans to spray the brush that is near the conductors at these locations. The R/W was observed to be in good condition except for the locations identified. A company representative previously spoke with the customer on 7/22/16 in response to a power quality/multiple outage investigation order filed on 7/20/16. The representative discussed in general the outage causes and the long 20 miles of line exposure involved. The representative at that time advised the customer the Forestry group was asked to patrol the line ASAP and report the findings and plans.
The company canceled the $0.11 charge, as requested by the customer. A Customer Operations Center representative will attempt to contact the customer to advise of the cancelled charge. The previous call with the customer will also be reviewed.
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.
Here is the account info for my mother's AEP account. It is not regarding my account it's regarding hers that's why it is not showing that any late payments and deposit. If they would have read the message clearly it states it's her account not mine. I have attached her bill to this file to send to them.
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.
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.