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American Electric Power Company, Inc.

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American Electric Power Company, Inc. Reviews (199)

An AEP credit coordinator spoke with *** *** and discussed his concern. The coordinator explained to him that he was not able to find the debt that he was talking about. The coordinator asked about a specific account number which Mr*** was not able to provide for the debt
discussed in his Revdex.com complaint. Mr*** advised that he thought the issue had been resolved previously. He was surprised that AEP would call on the issue now. The coordinator agreed that this concern was resolved as he could not finding any information to substantiate Mr***'s claim. The coordinator apologized for any confusion and trouble with this issue that he has experienced
Thanks,
Sherry AEP Ohio

An AEP Ohio Customer Service Representative sent an e-mail to customer today, 7/6/16, advising that AEP has followed the rules set forth by the Public Utilities Commission of Ohio (PUCO) due to a malfunctioning meterOn July 1, AEP Ohio and the customer agreed into a payment plan arrangement
The PUCO only require utilities to offer a six and nine month payment plans; however, AEP Ohio agreed to a one year payment plan with the customer
Please consider this issue resolved
Thanks,
Sherry
AEP Ohio

3/15/
Ms*** *** submitted this concern to the Public Utilities Commission of OhioPlease have Ms*** contact her compliance investigator for further details and reference her case ID # ***
Thanks,
Sherry AEP Ohio

Good afternoon
Below is the response to your inquiry based on the customer's concerns
The most recent disconnect notice was issued 10/06/Prior to that notice, the customer received disconnected notices by mail on 09/04/with the amount required to avoid disconnection of
$362.00, of which the customer paid $on 09/11/The disconnect notice stated: “Your service may be disconnected on or after September 10, for a days past due amount of $156.00, which may include CRES provider chargesYour account also has an additional AEP days past due amount of $which is due by October 8, to avoid disconnect.” The customer failed to pay the required amount before October 8, which caused the disconnection this monthMs*** has stated that she was not provided timely notification for the October disconnect notice, but the notice issued on 09/04/advised her of the amount owed to avoid disconnection, which she did not pay in fullThis resulted in the disconnection of service this October billing cycleThere was also an automated outbound call placed on 09/28/to the premises phone number listed on the customer’s account(The automated message stated “This is AEP Ohio and we have an important work order please call.) Ms*** is also receiving her bills electronically and stated that she is not able to view her bills on-line
After several unsuccessful attempts to contact Ms***, Ms*** contacted the AEP Ohio Customer Service Representative (CSR) spoke with Ms***Ms*** stated that she was on her couch when she notice someone outside to disconnect her serviceShe stated that she could not recall getting a disconnect notice informing her when this would be, and feels that she should not have had to pay the $reconnection fee or this should have been billed to her accountShe stated that when she called in to speak with one of AEP Ohio’s agents, she was told that the bill was mailed out UPS and that she should have received it in timeMs*** stated that she did locate her bill and the time stamp on the bill would not have made it to her on timeThe CSR advised that it is very important to read the entire disconnect notice each month and if the bill is not paid in full at the date listed in the notice, then that could lead to disconnection of service the next billing cycleThe CSR further explained that this was the cause of her disconnectionThe CSR further advised that AEP Ohio’s automatic call was placed to the primary number on her account, stating that there is an important work order on 9/28/and to contact AEP regarding this matterThe CSR advised Ms*** that the $disconnect charge would not be waived and AEP Ohio would attempted to reach the customer in many ways regarding her disconnection and that we are available 24/if she has any question regarding her bill
Please consider this matter complete
Thank you,

Please note that the following information was also sent to the Public Utilities Commission of Ohio in response to complaint filed by Mr***Please have Mr*** contact his compliance investigator for final response or any additional questions. Reference PUCO case ID #
***
The guarantor letter has been mailed for a second time on 3/7/to *** ***The original letter was mailed on 2/12/
On 3/9/an AEP credit coordinator spoke with *** *** about the guarantor letterAEP advised Mr*** that the original letter was mailed on 2/12/and we mailed another copy on 3/7/via the US mailIt is likely the letter has not had a chance to get to her yetThe credit coordinator also asked about emailing him the letter and then once his mother signs the letter, he could return the form to the coordinator directly for processingMr*** was in agreement with thisMr*** did advise that he has mailed a payment for the deposit (which we have not received yet)Advised if we get the guarantor letter back, the payment can apply to the account or be refunded back to himHis account is set to bill on 3/10/Mr*** requested that the payment apply to the account and future bills
E-mail with the guarantor letter sent 3/9/11:a.m
Received signed guarantor letter 3/9/12:p.mThe deposit will be canceled and payment, when received, will be applied to account
Please consider this issue resolved
Thanks,
Sherry AEP Ohio

3/24/At the time that Ms*** closed her account at the Bellwood Drive address, her account had been on the State of Ohio's Percentage of Income Payment Plan (PIPP) Plus programWhen a PIPP Plus customer closes their account, they are offered the Post PIPP Plus program to continue to pay off the balance due on the account in the immediate months after the close of an account on PIPP PlusMs*** was advised that she needed to make payments of $and credits will be applied to the account to reduce the balanceOur records indicate that Ms*** made of the paymentsThus she would not get credits for the three (3) payments not madeOn 3/24/an AEP credit coordinator spoke with Ms*** to advise that we show only nine (9) of the required paymentsAlso advised that our system did not give the credit for seven (7) of the payments, which the coordinator will give Ms*** credit for so that will reduce the balance on the accountMs*** said that she could make the three (3) missed payments immediatelyThe coordinator asked that she make the payment and he will monitor her account so that the appropriate credits could be issued to reduce the outstanding balance to zeroPlease consider this issue resolvedThanks, Sherry AEP Ohio

6/17/
On 6/17/an AEP Risk Management representative left message that we have received her claim/complaint for food loss and will research her claimThe representative provided her direct contact information for a return call
I will provide the next update on or before
6/23/
Thanks,
Sherry AEP Ohio

Good afternoon The following information is provided in response to your inquiry based on the customer's concerns. On 9/21/2017, an AEP Ohio Customer Service Representative spoke with the customer about his concerns. The customer advised that an AEP Ohio Forestry representative
had visited the site yesterday and confirmed that AEP Ohio would be taking the tree down. The customer appeared satisfied with the resultPlease consider this matter resolvedThank you, Paula I

12/7/Please see response below: Address Information: Service in the name of *** * *** -- from 3/6/to 12/1/Disconnected for non-payment of on 12/1/Since the disconnected service at this address had a past due amount, AEP Ohio needed to do an occupancy review to
ensure there was a change in household prior to receiving electric serviceOn 12/2/2017, *** * *** requested to start service at this address to be effective 12/4/Requirements for service: 1) occupancy review' 2) payment of security deposit of (was advised of WRO - payment of posted on 12/4/2017)Occupancy review completed on 12/4/2017--spoke with *** *** who advised that *** *** had died on 10/13/Occupancy review was completed on 12/5/with the receipt proper idService at the address was connected on 12/5/at 9:AMSince customer has service please consider issue resolved

2/3/
*** *** sent a letter to AEP's President and CEO, two AEP board members and senior management on November 12, On November 17, 2015, the customer sent an email to customer service requesting the debt be removed
Our records indicate that *** *** called on 8/7/to
close the account effective 8/11/as Mrand Mrs*** moved out of stateThe final AEP Ohio bill went unpaid and was sent to an Outside Collection Agency (OCA)The customer has since moved back to Ohio and was contacted by the OCA to make arrangements for payment
In the documentation submitted in November, the customer stated the final bill was due to high consumptionMr*** advised the high consumption was because of malfunctioning appliancesAEP is not responsible for malfunctioning appliances located in the rented apartment
When the account closed on 8/12/the deposit of $plus interest of $was applied to the final billPayment of the final bill will remove the outstanding debt from their credit report. Attached is an account Billing and Payment History
On November 18, 2015, AEP Customer Service advised the customer AEP would not be able to remove the chargesThe balance and usage was explained to the customerA representative from AEP's Executive Office, attempted to contact the customer on November 20, 2015, in regard to the letter sent to AEP's President and CEOA message was left with direct contact information advising Mr*** to advise if he had any other concerns that were not addressed by Customer Service
Today, February 3, an AEP credit specialist attempted to call *** *** - ###-###-#### - no answer, left message
Thanks,
Sherry - AEP Ohio

Good afternoon
The following information is provided in response to your inquiries based on the customer's concerns
On 06/02/2015, an AEP Ohio Customer Operations Center representative sent the following letter:
“Good afternoon, *** ***:
AEP Ohio Regulatory Affairs received an
inquiry from the Revdex.com of Ohio on your behalf concerning your AEP accountAll research was conducted to verify any phone call or online request to AEP Ohio to change your originally requested close date of May 29th to May 21st, As previously stated, there were no records found for that requestHowever, in comparing previous months of usage, it appears the usage did dropIn that respect, I have completed your request to adjust your close date to May 21st, You should receive an adjusted final statement within the next 7-business days
Best regards,” END OF LETTER
A copy of the original final statement and the adjusted final statement are attached
Please consider this matter resolved
Thank you,

8/23/On 8/10/at 10:a.mwe received an e-mail from Mr*** advising of the possible incorrect meter readingOn 8/11/at 11:a.mAEP Ohio responded with the following e-mail: Thank you for contacting us at AEPOhio.com
If you believe that the reading may have been incorrect, please provide us with a meter reading and the date that it was takenIf necessary, we will send an adjusted billA current reading of or higher would verify our readingThe following link describes "How to Read Your Electric Meter" We apologize for any inconvenience If we can be of any further assistance, you are welcome to e-mail us at customer [email protected] e-mailing us, please include a copy of the original inquiry and subsequent responsesOn 8/18/an AEP Ohio metering supervisor left a voice message for Mr*** to return the callThe metering supervisor contacted the meter reader in questionExplained situation and stressed that cell phone usage during work is not permitted unless in a emergencyMeter reader understands and will complyOn 08/21/an AEP Ohio metering specialist read meterThe reading was 45872, which is negative compared to 08/09/A correction will take place to rebill for kwh'sAn AEP Ohio CSR also called and left a message for Mr*** on 8/21/The CSR advised that the bill as of 08/09/would be rebilled for kwh'sThe CSR left his direct contact information for Mr*** and left a contact numberToday, 8/23/17, the CSR left a voice message for Mr*** advising a corrected electronic bill will be issued to resolve the meter reading errorThe CSR provided his direct contact information againPlease consider this issue resolved as we have corrected the billing and spoken with the meter reader regarding cell phone usageThank you, Sherry AEP Ohio

Good afternoon.This complaint appears to have taken place in Kentucky. AEP Ohio is not able to provide information on this matter. Please forward to the Kentucky utility.Thank you,*** ** ***

12/14/
*** *** left a voice message on Friday 12/11/He stated that there is really nothing to discuss further as he believes it is wrong to turn off someone's power without warningToday, 12/14/15, an AEP credit coordinator did attempt to call Mr*** again and had to leave another message, stating that he would be glad to further discuss his concerns, however, we are following the Public Utilities Commission of Ohio rules when disconnecting a customer to non-payment
Thanks,

On 7/12/an AEP Ohio Customer Service Representative (CSR) phoned customer and left a voice message reiterating the facts that AEP Ohio is allowed to go back and rebill up to one year for a stopped/malfunctioning meter as set forth in the Ohio Revised Code and the Public Utilities Commission of Ohio (PUCO) guidelinesWe realize this is a hardship on the customer and can make extended arrangements on the account up to months on the balance which would be and additional $per month plus her monthly bill by the due dateCSR left information for customer to call her if she wants to make additional arrangementsAs of today, 7/19/16, there has been no response from the customerIf the customer would like an extended payment arrangement she will need to contact the CSR directly. The CSR has provided her name, contact information and e-mail address.Please consider this issue resolved.Thanks,Sherry AEP Ohio

Once the meter is installed I will close this claimUntil then it is unresolved

3/14/Ms***'s account has been on our budget payment planThe account was originally established on a budget of $This would have been based on previous history for this addressThe monthly budget amount was adjusted in September to $Ms***'s electricity usage has
been considerably more than previous history shows for the addressWith the March bill, the account had a budget settlement where the account is reviewed for the next monthsThere was a balance due of $1,This was the result of the monthly budget amount not keeping up with Ms***'s change in electricity usageOn 3/9/2016, a 9-month extended payment agreement was entered into with Ms***The agreement is for months where the monthly payment will be $plus the average monthly payment amount of $Ms*** agreed to make an initial payment of $Today, 3/14/17, an AEP credit coordinator attempted to call Ms***Left message asking for a return call to discuss her concernsThanks, Sherry AEP Ohio

When I talked to the rep from AEP earlier there was no hour reprieve to pay my billI had got the bill in the mail that day (may 19th) saying it would be disconnected that dayI called them and told them I would make payment the next day but how could they send me a bill saying it would be disconnected on the 19th and I didn't get the bill in the mail until the 19thI told them I would make a payment online the next day and they said that was fine that I had until May 23rd before it was disconnectedI kept my word and made the payment the next dayNow I'm reading in the complaint that they're charging me $trip charge??? I had until the 23rd to get it paid before disconnect so they had no reason to drive out to my houseSo why am I being charged another $16??? This company is beyond ridiculousLike I explained to the guy earlier how do they expect me to get caught up when they keep adding charges to my bill

AEP strives for excellent customer service. The customer complaints AEP/PSO receives from the Revdex.com, or any other avenue, are reviewed and responded to by a separate department from which the issue arose. Complaints are researched with total objectivity. If the research proves AEP to be at fault, we view this as a learning opportunity and provide feedback and coaching to the employee(s) that were involved in the issue so the same error does not occur in the future. AEP/PSO has a high standard of ethics and would not provide information to the Revdex.com or the customer

3/28/
Please be advised that Ms*** *** contacted the Public Utilities Commission of Ohio regarding this matterPlease have Ms*** contact her assigned compliance investigator and reference case # *** for a response regarding her issue with AEP Ohio
Thanks
Sherry AEP Ohio

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