American Electric Power Company, Inc.

I have contacted several people at AEP to discuss the situation I've even contacted the customer relations
department at AEP to No Satisfaction I believe that this is common practice for AEP to send out one or two bills and sit on the bill for four years and then turn it over to a collection agency which is unethically sound

9/1/
On 8/31/an AEP representative called customer regarding complaintExplained the information would be forwarded to the representative's supervisor for review and coachingAdvised the reconnection fee would not be waivedThe services were disconnected and we still had to go to to
reconnect the serviceThe customer then disconnected the call
Thanks,

Ms*** filed a complaint with the Public Utilities Commission of Ohio and will need to contact her compliance investigator for further details regarding this complaintThanks, Sherry

I reviewed the response made by the business in reference to complaint ID 11676762, and find the resolution is satisfactory to me
*

I am rejecting this response because:AEP has done precisely nothing to resolve this issueAll of my original concerns still stand. AEP is unwilling to offer any discount or refund, and is unwilling to reinstall the previous meter (which I've had for years) without charging me an exorbitant
fee. The AEP rep I spoke with most recently, Angie, said that this is my fault for not contacting an electrician immediately after 3/31/She insists I was informed that I needed to call an electrician then; this is an outright falsehood, and this information was NOT presented to me in this matterRather, it was suggested to me that I MAY need to call an electrician AT SOME POINT in the futureFurthermore, the second technician never indicated that an electrician would need to be contacted; they simply said "voltage ok." This statement, "voltage ok," tells me absolutely nothing about what is wrong, or how to proceed. The service drop, which was supposed to be replaced, has nicks in the insulation, which I have now taken pictures ofIt is visibly unsafe, and I am considering contacting the media as a result of this. I am even more displeased at this point, as AEP has been wholly uncooperative in bringing an amicable solution to the table.
Regards,
*** ***

A complaint regarding this same matter was filed with the Public Utilities Commission of Ohio (PUCO). AEP Ohio is regulated by the PUCO and will provide a response directly to the PUCO compliance investigator. Please have the customer contact the PUCO and reference their case ID #
***.Thanks,Sherry AEP Ohio

Good afternoon The following information is provided in response to the consumer complaintPIPP Plus is an extended payment arrangement (“EPA”), mandated by the State of Ohio, which requires regulated gas and electric utilities to accept payments based on a percentage of the customer’s
household incomePIPP Plus is funded by the State of Ohio as part of the Universal Service Fund program and administered by the Office of Community Services*** *** was first on a Budget of $152.00, which was established on 5/17/2016. Mr*** was behind on his budget payments when his bill was issued on 8/4/which then showed that he owed an amount of $due 8/22/16. Mr***’s PIPP was activated on 8/28/2016, which caused his Budget Billing to cancel. Mr*** was required to make his first PIPP payment of $instead of the $which was due on 8/22/Mr*** made a payment of only $on 8/29/2016, which left him with a past due amount of $when his bill issued on 8/29/in the amount of $233.00, this brought his total amount due of $On 09/07/2016, an AEP Ohio representative attempted to contact Mr*** and left a detailed message requesting a return call. Mr*** contacted AEP Ohio through Web/Support Department requesting communication through email. On 9/8/16, an AEP Ohio representative sent Mr*** the following email: “Dear *** ***: We regret any confusion, and will be happy to explain your current balance to youWe see that you enrolled in our Budget plan on 5/17/On 8/25/we received enrollment information from the Ohio Department of Development letting us know that you are eligible for the PIPP Plus program, and the state had requested that you be enrolled in this plan at $per monthUnfortunately, you are unable to be enrolled in the Budget plan and PIPP Plus, so your Budget was cancelledThe remaining balance from your Budget plan was $304.00, which was deferred, but per state guidelines, you were required to pay your First PIPP of $at the time of enrollmentWe received a payment in the amount of $on 8/29/2016, which reduced the balance due from $to $Unfortunately, the remaining balance of $was not paid by the time the meter was read again on 8/30/2016, and we billed you your next PIPP Plus payment of $233.00, which brought the total balance due to $This payment is due by 9/16/Please keep in mind that the day past due balance of $is scheduled for disconnection on 10/05/Please ensure your payment has been received by our office no later than 10/04/to avoid collection activity on your accountWe hope this clears up any confusion you may have regarding your billingIf you have any additional questions, please feel free to call us at ###-###-####Sincerely, AEP OHIO Excutive Appeals Office” END OF EMAILOn 9/8/2016, the customer responded with the following email: “That is explained better however I was never told the full was to be paid by a certain dateThat was not enough time in between enrollment and the due date to come up with the full amountNothing was ever said to me about it needing to be paid in full by the time I was enrolledI appreciate your response, I just don't think it was fair to come up with that amount in a short period of timeI really wish things were explained to me better before I enrolled in pipp but nothing was :I will get the amount paid before the time due if need be,One thing I don't get, from the time of approval to time due was only weeks not the usual monthThat just didn't give us enough time at all no notice not waining either.” The AEP Ohio representative responded with the following email: “That is understandableAn explanation of your First PIPP payment is supposed to be provided to you at the time of enrollment at the agency, and is discussed in detail in the information packet that you are asked to sign at your appointmentUnfortunately, all too often, from what we hear, no discussion is had with the customer about the First PIPP requirement, and most people do not read everything included in the paperworkOften times, customers just receive a double bill their first month on PIPP, and call to ask whyRegarding the time frame given to make your payment, because it is a requirement for the PIPP Plus program, it is not an actual bill, and you are not given the same time frame to make a paymentTo give an example, let's assume you had a bill due on 9/01/2016, and you paid the bill in fullThe next day, on 9/02/2016, you go to get on PIPPAlthough, you made a payment the day before, you would still have your First PIPP due on 9/02/Again, we regret any confusion the program may have causedWe encourage you to review all paperwork provided by the agency, or calling the agency for further explanation of the PIPP Plus programSincerely, AEP OHIO Excutive Appeals Office” Please consider this matter complete Thank you,

1/9/*** ** *** was disconnected for not meeting the requirements$should of been paid within working days from when she called in 12/19/by 12/29/16, AEP also required an occupancy reviewWhen our occupancy review department spoke to the landlord he stated the previous tenant
still lived there and he did not know who *** *** wasToday, 1/9/17, an AEP credit representative spoke with *** *** and advised the requirements have been completed and power will be connected within to working days and make sure the main breaker is offPlease consider this issue resolvedThanks, Sherry

Ms*** did not provide the necessary documentation until Saturday 1/14/AEP processes customer refunds on Mondays for all requests approved by the proceeding FridayThe refund request has been initiated with the request going to our refund vendor on Monday 1/23/The refund will be mailed to Ms*** by Thursday, 1/26/Thanks, Sherry AEP Ohio

1/4/Ms*** contacted the Public Utilities Commission of Ohio (PUCO) regarding her concerns. Since AEP Ohio is regulated by the PUCO, I will be providing all further information directly to the the assigned compliance investigator. Ms*** will need to contact the PUCO directly and reference her case identification number (***) for further information regarding concernsThank you, Sherry

5/3/
The first day Medical Certificate was used on 8/10/15, the second was used on 9/11/2015, and the third Medical Certificate was used on 11/02/15, which exhausted all Medical Certificates until 8/10/We will grant extension due to child's medical condition, and CSA giving
incorrect information about number of Medical Certificates available for use
An AEP credit complaint representative called ###-###-#### on 5/2/at 3:p.mand spoke with *** ***, spouseMr*** explained that their daughter is on breathing machine, and he is also off work on medical leaveDue to an AEP call center agent providing incorrect information about the medical certificate we will grant an extension on the $disconnect amount
Mr*** will make this payment on 5/13/at an authorized payment locationThe representative explained this outside or policy, and this is not something that we can do againAlso advised that the PIPP default, at this time, is $791.00, which is good until 5/25/Advised the meter will be read 5/26/and amount will increaseAdvised if Mr*** is able to pay $by 5/25/to make sure to call AEP's call center and report payment so we can set up PIPP or PIPP transition
Please consider this issue resolved
Thanks,
Sherry AEP Ohio

Complaint: 1***
I am rejecting this response because:
The usage they had been reporting was in no way correct there were times where it said I used $in one day and there is no way that is possibleAlso they are claiming that I was using incorrect account number when every single time I called them they verified with me and bill matrix that I was using the correct numberAnd every single time they never really did much but tell me I had to pay more and more and more.
Sincerely,
*** ***

I am rejecting this response because: I have received nothing in writing from AEP in regards to this matter being resolved Everything that has been done in trying to have this issue resolved has happened on my end with little to no cooperation of AEPI have been told in the past that the issue is dealt with only to receive bill collection notices regarding this issue As for not providing an account number to the AEP rep who called me while I was at work yesterday as stated in the resolution and then assuming this is not an issue any longer I do not agree until I have written confirmation from AEP that states that they made a mistake and I am do not have an obligation in paying a bill of someone else's
Regards,
*** ***

4/25/The Claims Representative confirmed with the AEP rep that responded on that he advised Mr*** there was an issue with the meter base connection that was Mr***'s responsibility to repairHe and Mr*** looked at and discussed what needed done by his electricianThe AEP rep advised this was a temporary fix he had done to restore full power and there was no way to know how long that would holdOn the rep left a door hanger stating good voltage which means the AEP side is okThe Claims Representative advised him she understand he is stating he didn't understand he needed to take immediate action to fix his side however AEP did advise him that he did need to repair his sideHe said he was having part power between and after meter was replaced and he was checking his breakers until he finally called AEP on to report itThe Claims Representative advised Mr*** AEP cannot honor his claim for expenses related to part power between and due to we advised him on the issue was on his side and we left a note on that voltage was okThe Claims Representative advised the request to replace the service drop is still under review by a supervisor and they might replace thatThe Claims Representative advised it is our position the service drop does have splices on it however all three times when we've been out the voltage was goodWe might replace it due to the splices however we find nothing wrong with it and our position is the cause of the part power is due to his failed connection in the meter base which he is responsible forThe Claims Representative advised she would refer his claim for part power from to to AclaraThey are the company that installed the meter on They will investigate his claim and contact him with their responseThe Claims Representative also advised that our rep on stated there are dead trees in the service area and this is likely the cause of the splices on the serviceThe Claims Representative advised trees in the service drop are the property owner's responsibility to trim, not AEP'sThe Claims Representative mailed him a denial letter Customer was unhappy with our response and asked for The Claims Representative's supervisor to call himThe supervisor left him a voice mail to call him regarding his claimAEP is following the rules and regulations set by the Public Utilities Commission of OhioPlease consider this issue resolved on behalf of AEP OhioThanks, Sherry AEP Ohio

AEP Ohio has obtained actual readings from this property each monthThe last reading AEP Ohio had taken was on 1/31/2017.Upon review, records show the customer contacted the company on 12/5/with a high bill inquiryThe customer provided a reading which indicated a over read and the
account was adjustedOn 1/6/2017, the customer again contact the company concerning high usageThe customer again provided a reading which indicated a over read and the account was adjustedCustomer had contacted the company on 2/10/concerning high usage and provided a read; at this time an investigation order was createdCSR reviewed the account and determined that it appeared a misread had taken placeAEP Ohio obtained a check read on 2/14/at 2:p.m.; this reading indicated that there had, indeed, been a meter reading error by the meter reader and the customerUnfortunately, the order was subsequently cancelled, therefore, the CSR was unable to retrieve the check reading on 2/14/On 2/15/at 11:a.man AEP Ohio CSR met with customer at siteMeter is an analog meter (non-electronic)Advised customer how to read meter and obtained check readReading, 22848, indicates meter reader (and subsequent customer reading) were over read by kWhThe CSR also checked for switched meters an found that there was no switched metersThe CSR advised the customer that a corrected bill will be sentCustomer thanked CSR for resolving the issuePlease consider this issue resolvedThanks, Sherry

Ms*** will need to discuss her concerns with the Public Utilities Commission of Ohio compliance investigator and reference case id # ***.Thanks,Sherry AEP Ohio

AEP has not taken accountability for their actions or lack thereofThere is no attempt by AEP, directly, being made to resolve this matterThey are pushing me off onto another organizationIf there is no further resolution, please close thisAs there is no point in going round and round with no effort from the companyI give the Revdex.com to make this conversation public
Thank you

11/30/On 11/28/an AEP Ohio Customer Service Representative (CSR) went to Ms***'s residence and verified the reading on the meterThe reading taken on the meter (11/28/16) of confirms the actual reads taken on 11/9/(98413), 10/27/(98323), 10/12/(98231), 8/12/(97492)
and 6/14/(96486) were accurateMs***'s kwh usage was estimated in July up to the scheduled bill date of 7/12/and in September up to the scheduled bill date of 9/9/The kwh usage was under estimated on 7/12/causing a higher bill in August with the actual reading taken 8/12/No reading was obtained in September and the computer estimated kwh usage ended up being high as it was based on the higher kwh usage billed in AugustThis resulted in a lower than bill in October when the meter was actually read on 10/12/The CSR called and left Ms*** a message with his direct contact information and also left a door hanger with today's reading and an explanation of the low estimate in July and high estimate in SeptemberThe CSR asked Ms*** to contact him directly for a more thorough explanationThe total kwh usage, daily average and bill amounts for the June to November bills from this year and the past years are as follows: (>> kwh - daily average of kwh/day - bill totals of $343.00) / (>> kwh - daily average of kwh/day - bill totals of $317.90) / (>> kwh - daily average of kwh/day - bill totals of $354.70)Note: We can redistribute the kwh usage and adjust the low estimate in July and high estimate in SeptemberIf the high estimate in September is adjusted (lowered) and more kwh usage billed in October this will cause the month bill totals for September and October to be higher by cents due to a slight rider increase effective with the October bill periodOn 11/30/the CSR spoke with Ms*** and discussed her concerns with the estimated bills this summerThe CSR did advise Ms*** that AEP Ohio strives to obtain an actual reading each month but on occasion it may be necessary to estimate the kwh usage for a particular monthMs*** agreed to an extended payment arrangementShe will make an initial $payment towards the current balance of $and the remaining amount split out over the next nine months bills starting with the bill she will receive in DecemberMs*** has the CSR's direct contact number and will contact the CSR if she receives another estimated bill in the future to make sure the estimate is accurate or for me to obtain an actual reading so an adjustment can be made at that timePlease consider this issue resolvedThanks, Sherry AEP Ohio

AEP did not make contact me prior to shutting off the electricity to my house as required by Ohio law

In reference to Mr***'s inquiry, PSO needs two things to complete our dispute process:proof of residency while the bill accumulatedpolice report claiming ID theft.The customerhas indicated he is unwillingto followour dispute process,specifically filing against his father. If the
father is taking responsibility for the balance as stated in the complaint, then he simply needs to submit payment. The customer's credit report will be updated when the account is paid.At this point we consider this a civil matter and the customer will need to pursue it as such.Please let me know if you need more information