AEP Texas Central Company

Here is our response to Complaint ID #***: Mr*** stated his issues revolved around not being able to find the status of his install orders when he called the Solutions Center As he also stated, he does not feel that it’s the AEP Texas Corpus Christi Call Center causing these
problems. Mr*** felt like he was never given a direct answer about requirement issues that needed to be met…which caused his frustrationWe have been working with him since the end of May, when our CSAR-Customer Service Account Representative (*** ***) received his complaint Mr*** now sends directly to the CSAR text messages regarding the property and/or properties Mr*** is working onWhen Mr*** sends the CSAR a note regarding a temporary or permanent installation waiting on a meter, we check the order to be sure his requirements have been met If not, we assist him with meeting those requirements. If he needs a city permit, we check to see if we have received it and verify to see if the permit matches If we have not received it, we call Mr*** ***, Chief City of Corpus Christi Electrical Department, and ask that it be sent again Also, if his Retail Energy Provider (REP) has been dropped, we will advise Mr*** that he needs to call his REP again. The CSAR will also send our Retail Relations Department a note and ask they work with their contact to resend the order. We will also monitor the account until all the requirements are met and the order is routed to one of our serviceman’s truck Again, the CSAR will then advise Mr*** of the statusOne major issue we found is that almost all of these addresses set up on *** *** where Mr*** is building were set up under the zip code and not under the proper zip code of We have since changed the zip code to 78414. When Mr*** sends us a text that one of his houses is ready for temporary or permanent service, we will verify that the order has properly routedFinally, our CSAR discussed our new Meter Install Order program with Mr*** *** Although he was unable to attend our July roll-out at the Builders’ Association Meeting, we hope he will be interested in learning moreIncidentally, Mr*** has told the CSAR that after starting to work together, we have now built a trusting relationship with him…he mentioned that he tried to cancel his complaint and add a compliment According to Mr***, he indicated he was unable to do soMr*** and our CSAR (Cris) now work closely together every time he needs electrical service from AEP Texas. After these visits with Mr***, processes have improved and are now running smoothly. Please let me know if you have any additional questions. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]