American Electric Power Company, Inc.

Customer started service on 10/4 and paid $40 for Power Pay on 10/5.  She was not set up on Power Pay until 10/10 so the system did not recognize the $40 as being for Power Pay; the system was looking for a new $40 payment.  When we did not get another $40 payment the system cancelled out...

Power Pay on 10/12 and unenrolled the customer.    After customer was set up on Power Pay, her Bill Matrix payments (customer initiated) were posting to other accounts in error.   When they transferred the payments to Ms. [redacted]'s account, they did not post correctly to Power Pay.  PSO's Help Desk had to assist in correcting the issue.  Due to the posting problems, customer was not getting accurate text/alert messages regarding her balance.  This continued until January 22, 2018 at which time the customer was frustrated and asked to be removed from the Power Pay program.  PSO removed the account from Power Pay.  PSO does not know why the customer payments were posting to other accounts unless she was using an incorrect account number.  Below is an account of the actual usage at the premise beginning 10/04/17 and the payments received from Ms. [redacted].   ACTUAL USAGE: USEH MCSPB1   95 70031   USAGE HIST - RES/SM COMM   02/16/18 16:13:34         Y [redacted] M                               10/04/17 [redacted] ACTIVE [redacted]    LAWTON     010 015 RESDTL-STANDR12 07M                                            ...⇄ BILL TO NO TAR    TOD BILLING   RD    BILLING    DEM LOAD HIS   BILL   MS    DATE   DAY CD     CD     KWH     CD     DEMAND     CD FCTR CD   TOTAL   BF 02/14/18 29 015            1,819 Y                            O    159.90 N 01/16/18 34 015            1,855 Y                            O    162.33 N 12/13/17 33 015            1,195 Y                            O    117.50 N 11/10/17 29 015            1,143 Y                            O    113.63 N 10/12/17   3 015               98 Y                            F     30.47 Y 10/09/17   5 015               86 Y                            F     11.19 Y                                         ...⇄     $595.02   PAYMENTS: MARH MCSAR3   95 70031   ACCOUNTS RECEIVABLE HIST   02/16/18 16:21:12          Y [redacted] M                               10/04/17 [redacted] ACTIVE [redacted]    LAWTON     010 015 RESDTL-STANDR12 07M           BALANCE DUE         CURRENT      PREV BILL       PAST DUE    ACCT BALANCE           218.87          218.87            0.00           0.00         218.87         01-22   895 B                       58.50-   O       01-10   TRFFR                       10.00-   O       01-08   TRFFR                       22.76-   O       12-29   TRFFR                       42.05-   O                             12-27   TRFFR                       20.00- O       12-15   TRFFR                       60.00-   O      12-05   TRFFR                       20.00-   O       11-28   TRFFR                       20.00-   O                             11-16   TRFFR                      118.55-   O       10-17   TRFFR                       20.00-   O       10-09   TRFFR                       18.29-   O                             10-05   895 B                       40.00-   O                                         ...⇄ $450.15                           Total usage ($595.02) minus total payments ($450.15) leaves a balance due of $144.87, plus the deposit installment of $74.00 billed when she came off of Power Pay, equals the balance due on the account of $218.87.  Due date is 03/08/18.   Thank you. [redacted] | COLLECTION SUPPORT COORD SR [redacted] | D[redacted] 1[redacted]

2/9/16
On 2/4/16 an AEP Ohio Customer Service Representative spoke to Mrs. [redacted] about her concerns. Explained to her our security deposit policy and advised that she was billed the minimum deposit for a non-electric heating home. Also advised her that she was billed the same residential rate per kWh as any other residential customer in the area. AEP Ohio assured her that rates do not increase or decrease based on demographics such as neighborhood or income per capita as she states she was told. Advised Mrs. [redacted] that the same meter used to bill her from January 31, 2014 through August 11, 2014, is still at the same premise and functioning properly. Explained to Ms. [redacted] that it is impossible for an electric meter to increase or create additional usage, but very possible for something in the home to malfunction and use more energy than ordinarily needed. The Customer Service Representative went over her billing and payment history and advised that the $82.00 security deposit, plus $1.25 interest accrued, was applied to her final bill and the remaining charged-off balance of $157.30 will not be removed.
Please consider this issue resolved.
Thanks,
Sherry AEP Ohio

Good morning, In reference to Complaint ID #[redacted]. Company has resolved the issue to my satisfaction. Complaint can be closed from my stand point.Thank you for your assistance.

I am rejecting this response because: I sent an e-mail with documentation proving that the payment posted to my account. I received no reply. The e-mail was sent to [redacted]
Regards,
[redacted]

This infomation was gathered and provided pursuant to the PUCO complaint filed by this complaintant:Good afternoon. Below are the responses to your inquiries based on the customer's concerns. I have provided AEP Ohio's response next to the individual questions to ensure that each question has been...

answered. Is he listed on the account for [redacted]? No, AEP Ohio records do indicate that the final bill for the account was mailed to Mr. [redacted]. Is it possible to provide the account info to him so that payment can be made? The account was on Post PIPP Plus and has now passed the 12-months of the program. The last payment on the account was made on 7/7/2016. There were 2 additional payments needed to be paid in August and September 2016 in order to receive additional arrearage credits. These were not made. As of 3/27/2017, the account has been credited $179.84 for each of the 10 payments made as per the Post PIPP Plus plan. Due to possible mix up with mail getting to AEP Ohio, the AEP Ohio Credit and Payment Coordinator would consider providing additional arrearage credits should Mr. [redacted] make the additional 2 payments. On 3/27/2017, the AEP Ohio Credit and Payment Coordinator spoke with [redacted] about the account of [redacted] and advised Mr. [redacted] that the system shows where 10 payments were made per the Post PIPP Plus plan and that the appropriate arrearage credits were applied to the account. Mr. [redacted] claimed to have made 2 additional payments that did not make it to AEP. The Coordinator advised Mr. [redacted] that if he would send the 2 remaining payments, the coordinator would see that the account receives the appropriate credits to bring the account balance to zero. The coordinator provided his mailing address at AEP so that he could make sure the payments get posted and the credit applied. Mr. [redacted] stated that he would send the payment to the coordinator. Please consider this matter resolved. Thank you,

Good morning.   The following information is provided in response to your inquiry based upon the customer’s concerns.   The deposit is being requested due to recent late payments on Ms. [redacted]'s account.  AEP Ohio’s records indicate that the last 7 bills have not been paid on...

time.  Based on the Ohio Administrative Code 4901:1-17-04, AEP can require a customer to pay a deposit to reestablish creditworthiness based on the customer's credit history on the account with us.   The AEP Ohio Credit and Payment Coordinator cancelled the remaining deposit requested ($132.70) was cancelled.  AEP Ohio will hold the "paid" deposit amount of $72.30 for a minimum of 12 months.  This amount will be applied to the customer's bill if payments are made on time over the next 12 months.   On 10/27/2017, the Coordinator left a voice mail for [redacted].   Please consider this matter complete. Thank you,Paula *. I**AEP Ohio[redacted]

7/27/16An AEP Ohio CSR met with [redacted] and acknowledged that errors were made and apologized, due to lack of experience in our billing department and a mistake with our meter reader, the customer had been billed twice in error. Apologized that the customer felt that AEP did not believe the...

customer's read. Advised the customer that we have an AMR meter available and would initiate an order to change the meter to a digital meter. This will enable our meter readers to obtain the reading from the road/curb. Also, digital meters are easier for the customers to read and to call in a reading if an estimated bill is sent in the future. The CSR provided Ms. [redacted] her direct contact information in the event she has any questions or concerns in the future.Please consider this issue resolved.Thanks,Sherry AEP Ohio

4/11/18 Reason for high bill was due to an input error of the meter read. The number was transposed and once discovered, the reading was corrected and new bill was generated. The customer will soon have an AMI meter which will not rely on manual input of meter reads. On 4/9/18 and 4/11/18 an AEP...

Ohio Customer Service Representative left detailed messages advising of the error. The Customer Service Representative provided their direct contact information for the customer to return the call should they have any questions or concerns. Please consider this issue resolved. Thanks, Sherry AEP Ohio

3/15/18 We can not lower the bill to $100 and erase the remainder of the balance. We can offer to set the customer up into a payment arrangement to help break up the large bill. An AEP Ohio CSR attempted to contact the customer numerous times; however, the phone is not working properly. The CSR...

emailed the customer advising we are unable to disregard the amount owed for electricity used. Thanks, Sherry AEP Ohio

In regards to your last letter, I'm ok wlth your decision. But AEP has reportedseveral MISTRUTHS. The outright lie about my son threatlng one of theiremployees to begin with, as I reported to you. If this event had even happenedthen they should be made to explain why the Police were NEVER CALLED at the timethis Incident occurred. The allegation that I had covered up my electrical box is TRUE.But only after AEP employees were jumping my back fence to read the electric meter.After two weeks, I removed the cover on my electrical box, so there was no reason forthem not to be able to read my meter as they have for the past 1S years.I installed a camera to observe anyone in my yard, wlthout my permission, which ismy right as a home owner, After that, thats when this thing got out of hand I believe.I have never told AEP that they could not read my meter, as this is the only way theyhave of applying the correct amount of money to charge me for their service.Of the three optlons, they advised me of to allow them access to read my meter,I advlsed them that under NO CIRCUMSTANCE COULD THEIR RMD meter be installedbecause of my son's INCURABl.E DISEASE. This decision was made by HIS DOCTOR.This type of meter has been shown to significantly increase the number of attackshe would suffer as well as THE INTENSITY. So I told AEP this could never be installedon my property.Since I had no control over the two times AEP misread my meter, I only wantedan accurate reading of my meter as they had for 15 years. My payment historyclearly shows that I have NEVER not paid on time the amount on my electric bill.It would seem at this time I will be forced to stop my service with AEP. There areother forms of transmission service to get electrical service for my home, A good friendhas given me information to obtain this other service. Thank you for your help with thismatter

3/15/17 On 3/13/17 an AEP Ohio CSR spoke with Mrs. [redacted]. The CSR explained that AEP has ten business days from the date the inspection tag is called in to connect service which is in accordance with the rules and regulation posed by the Public Utilities Commission of Ohio. Mrs. [redacted] stated the...

meter was inspected today (3/13/17) and was able to provide an inspection tag number of WP4312RG to the CSR. CSR explained that day one starts the next day. Advised the last day we would have to get the meter installed would be the 28th barring any weather related or other emergency events. The CSR advised Mrs. [redacted] that she would take care of making sure the inspection tag got on the order and moved to a truck. Mrs. [redacted] was satisfied with this process; however, she is unhappy with the way she was talked to by the phone representative on March 10th. Also, she does not understand why she was told originally it would take only 1 to 3 business days. CSR apologized for the inconvenience and advised Mrs. [redacted] she would have the calls pulled and a supervisor would review them. In reviewing the calls, it appears that there was a close/open on the account when there should have been a new install. The customer has added on to the premise and will be adding an additional service. When the customer called back March 3, 2017 to cancel the order she was misinformed of how long it would take to do a new install. The customer then called on March 10, 2017 to get a new meter installed and stated that all the work had been done except the inspection and again was misinformed of the time it would take to get the meter installed. Coaching opportunities will take place with the agents who provided the misinformation. Please consider this issue resolved. Thanks, Sherry   AEP Ohio

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

12/8/15
In regard to the statement in relation to a payment made in November 2012. AEP Ohio records do not indicate that a payment was made on Ms. [redacted]'s account as she states. The balance remained due to AEP Ohio from the time the account finaled on 7/24/2012 until it was required to be paid to...

get service in her name on 3/23/2014.
A deposit of $160.00 was charged and paid when Ms. [redacted] opened service at the Karl Road address on 5/22/2014. This deposit was applied to her account on 8/6/2014 when the account was established on the PIPP Plus program
Attached is an account billing and payment history.
Today, 12/8/15, an AEP credit coordinator attempted to call Patricia [redacted] at 614-725-2049. There was no answer and a message was left for Ms. [redacted] to contact the AEP credit coordinator to discuss her concerns.
Thanks,

2/18/16
The bill/disconnect notice referenced in the complaint provides a complete breakdown of the amount the customer owed on the electric service account. At the top of the bill/disconnect notice, the "Total Amount Due" is clearly presented to the customer. The part of the bill/disconnect...

notice the customer is referencing about the amount subject to disconnect clearly states that the $235.10 is the "30 days past due amount." On Page 2 of the customer's bill/disconnect notice, the details of the total amount the customer owes is clearly presented.
Concerning the deposit, the deposit is requested because of the slow payment history on the account. Payment history for the account shows seven (7) bills in the last 12 months have not been paid on time with the four (4) most recent bills not paid in full by the due of the bill. Prior to the last payment made on the account (2/3/2016 - $235.10), the last prior payment was 9/11/2016.
On 2/17/16 and AEP credit coordinator spoke with the customer, [redacted], who explained his concern about his confusion over the bill. Mr. [redacted] accepts responsibility for the bill not being paid in a timely manner. AEP advised that the first installment of the deposit has been charged to the account for the slow payments and agreed to cancel the deposit as requested this time.
Please consider this issue resolved.
Thanks,
Sherry AEP Ohio

Mr. [redacted] also filed a complaint with the Public Utilities Commission of Ohio (PUCO). I will supply a response directly to the PUCO, since AEP Ohio is regulated by them. The PUCO compliance investigator will contact Mr. [redacted] directly to supply our findings.
Thanks,

9/22/15
AEP risk management left a voice message requesting a copy of repair estimate he said was attached to this complaint. Also, advised we need to know how old the driveway is. When was the last time it was sealed along with invoices. Risk Management left their direct direct contact...

information.
Thanks,

On 7/15/16 an AEP credit coordinator spoke with Harry Craig about his complaint. The coordinator advised that AEP uses [redacted] to manage our...

customer refund process. Further advised that we will issue a refund in the form of a check as he would like to receive. Advised that it will likely take 10-14 days to process. He was appreciative and will watch for the check in the mail.Please consider this issue resolved.Thanks,Sherry

5/27/16Ms. [redacted] contacted the Public Utilities Commission of Ohio (PUCO) in regard to her billing issues. An AEP Ohio Customer Service Representative has spoken with Ms. [redacted] regarding her concerns. A response has been provided to the PUCO. Please have Ms. [redacted] contact her assigned...

PUCO compliance investigator and reference case ID [redacted] for further information.
Thanks,
Sherry AEP Ohio

3/17/17 Meter [redacted] was installed 3/17/17 at [redacted] Road, Scioto Twp, Orient, OH 43146. Please consider this issue resolved. Thanks, Sherry AEP Ohio