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American Electric Power Company, Inc.

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American Electric Power Company, Inc. Reviews (199)

12/11/2015:
Account Review Information:
Service disconnected for non-payment of $on 11/5/at 1:p.m
Required amount to reconnect: $plus reconnect charge
Payment of $was received on 11/5/at 4:p.m
Service reconnected on 11/5/at 8:p.mAfter-hours
reconnect charge of $applied
Notice of this possible disconnect for non-payment was sent to the customer on 10/28/
A 10-day notice was mailed on 10/22/
AEP Ohio is in full compliance of the rules and regulations provided within the Ohio Administrative Code which is administered by the Public Utilities Commission of Ohio
Today, 12/11/2015, an AEP credit coordinator attempted to call *** *** - ###-###-#### -no answer, left message
Thanks,

1/13/
In response to the customer's concern about the short time frame to pay the bill, the customer has days after the bill is mailed per the tariff for Ohio Power, which is approved by the Public Utilities Commission of OhioIn regard to the pay station charging a fee of $to process
paymentsAuthorized pay stations may charge a maximum of $to process paymentsWhile you will be paying your account with AEP Ohio, the full amount of the fee is passed to the authorized pay station as provider of this service
Today, 1/13/16, AEP spoke with Mr*** to explain the fee that the pay location charges is their feeIt is not a fee that is through AEPMr*** is more concerned about wanting the due date changed on the billWe explained that we cannot change the due date, it is set through the tariff which is approved through the Public Utilities Commission of OhioThe bill will show a due date of about days after the bill is mailed outHowever, the account will not show a payment as late unless it is posted after the next meter readingThere are no late fees charges on residential accounts
Please consider this issue resolved
Thanks,
Sherry
AEP Ohio

12/1/
On 12/1/AEP Ohio mailed, faxed, and e-mailed the outage verification letter to Mrs***
Thanks,
AEP Ohio

1/16/In response to the rejection from Mr*** dated 1/9/On December 19, 2016, Ms*** ** *** applied for service at *** *** *** ** *** *** to be effective 12/28/She was advised of three requirements to start service in her nameFirst, an outstanding debt of $was found from a previous address that Ms*** had in her nameSecond, a security deposit of $was being requiredThird, an occupancy review needed to be completed to determine that a change of household did occurShe was advised that she could use the PUCO's Winter Reconnect Option which would allow her to pay $with the remaining amount due by the due date of her first bill at the *** *** addressThis needed to be paid before her application would be approvedA letter stating these requirements was also mailed to her on December 20, The letter stated that if she did not meet the requirements for service by December 29, 2016, the request for service would be cancelled without further noticeOn January 5, 2017, Ms*** request for service was cancelled because the requirements for service were not completedService at the address was disconnected on January 5, because of not having customer responsible for electricity usage at this locationOn January 5, 2017, Ms*** again applied for service at the *** *** locationThe same three requirements were necessary to complete her application for serviceA payment of $was received on January 5, 2017, which completed the requirement for the old debt and the depositAEP had contacted the landlord and was advised that the previous customer (her sister) was still residing at the addressMs*** advised us that her sister was still living at the address when the landlord was contactedHowever, she was no longer living there nowMs*** provided a copy of her lease on January 9, Service at the address was connected on January 9, at 10:a.mPlease consider this issue resolvedThanks, Sherry AEP Ohio

2/3/
AEP Ohio received communication from the Public Utilities Commission of Ohio (PUCO) on 1/29/regarding this issue. AEP Ohio has provided a response to the PUCO, please have the customer contact the compliance investigator assigned to their
case (#JWOL012716UV)
Thanks,
Sherry AEP Ohio

This is an unfair way to treat a customer! How can you not check a meter for a whole year?!? Especially since I called first couple months. I mean what kind of a business tests a consumer this way? This is an aweful treatment and this has to change! A company of this size with so many employees has to be accountable in shocking these meters, not just once a year but every couple months. I can not afford these payments. I have a little girl and groceries are my number one priority and that's about all I have money for. AEP has to do something about this. Setting me up with a payment plan is not a solution. 
Regards,
[redacted]

Good afternoon.
On 08/14/2015, an AEP Ohio Customer Service Representative (CSR) spoke with Mr. [redacted] regarding his concerns. The CSR apologized for Mr. [redacted]’s frustration regarding the outage. Mr. [redacted] stated that he couldn’t believe how rude the call center representatives who...

answered the phone were, including the supervisor. The CSR explained how the calls going to the phone center work during a storm. Mr. [redacted] asked if he could receive a credit on his bill since he was out of power for 12 hours, and the CSR explained that AEP Ohio does not give credits for outages. Mr. [redacted] did not want to file a damage claim and expressed that he was not upset that there was an outage, but that he was annoyed at how he was treated by the call center representatives. The CSR apologized and Mr. [redacted] thanked him for the call.
Please consider this matter complete.
Thank you,

5/13/16
Ms. [redacted] has an closed account with a balance of $9,273.68 due at this time.
The account is for service at [redacted] Drive, Lima, OH for the service period of 10/15/2014 to 3/10/2016. Ms. [redacted] requested the account to be closed out of her name on 2/26/2016 to be effective...

3/10/2016. The final bill amount was $10,303.68. The account had been on PIPP Plus plan until 9/14/2015, when it was dropped from the plan for non-reverification of eligibility.
Payments totaling $1,030.00 have been received in April 2016, bringing the account balance to $9,273.68. If Ms. [redacted] would to establish service in her name at this point and has reverified eligibility for PIPP Plus, she would need to pay $1,984.59 to start service again with AEP Ohio.

Today, 5/13/16 an AEP credit coordinator attempted to call [redacted] - no answer, left message.
Thanks,
Sherry AEP OhioTell us why here...

The higher bill was not just from faulty appliances, there were power surges that we were told by an AEP person could be from the meter. We did not stay in Ohio long enough for it to be tested further. We have sent numerous letters to AEP regarding this bill because we do feel it was excessive and not from our usage. I did try to call the AEP rep back yesterday when I missed the call but they did not answer. However, as I stated this bill was not just faulty appliances, but possibly a faulty meter, we are not sure since we moved before further testing was completed. We have always paid our bills and we would have paid this one if we felt we owed this bill. We were gone all day, did not run the AC or anything else while we were gone and we have always been very conservative in our energy usage. We owned our home before moving to this unit when our home sold and we know how to conserve energy. The testing was not completed to see if it was a defective meter since we moved, but that was our fault for not making sure things were completed even after we moved. This is why we asked for this debt to be removed, not because we just don't want to pay it.

3/16/18 Ms. [redacted] was offered the Post PIPP Plus plan on 7/19/2016 which required an initial payment of $79.11 plus 12 monthly payments of $14.50 to receive monthly credits to pay off the remaining balance from being on PIPP Plus. The letter also required Ms. [redacted] to call AEP to be established...

on the Post PIPP Plus plan. This was not done. However, because of Ms. [redacted]'s prompt and monthly payments, we will issue the credit. This will reduce the account balance to zero and pull the account back from the collection agency. Today, 3/16/18, a credit of $538.89 was issued on the account.An AEP credit coordinator attempted to call Ms. [redacted] - no answer, left voice message. Please consider this issue resolved. Thanks, Sherry AEP Ohio

Good afternoon.
AEP Ohio values our customers, and strives to provide excellent customer service. This customer complaint was forwarded to AEP Ohio’s Customer Operations Center Manager. The agent who displayed the rudeness to the customer was coached on the rudeness and was told to work on her...

soft skills.
The AEP Ohio representative attempted to contact the customer to discuss this complaint, and left a message requesting a return call.
Please consider this matter complete.
Thank you,
[redacted] | AEP Ohio Regulatory Affairs
850 Tech Center Drive | Gahanna, OH 43230-6605
E-mail: [email protected] | Office: 1-877-906-[redacted] | Fax: 1-855-883-[redacted]

9/25/15
Ms. [redacted]r filed a complaint with the Public Utilities Commission of Ohio (PUCO). Case ID [redacted]. AEP Ohio is regulated by the PUCO; therefore, Ms. [redacted] will need to contact her compliance investigator to obtain a final response.
Thanks,
Sherry AEP Ohio

I have not received anything from AEP showing me that the amount due will be drafted regardless of account balance.  When I contacted AEP the first time this happened, I was informed that because I had authorized both payments on the same day, that was reason it double drafted my account.  If a balance due is $0, a company should not draft your account.  My e-mail address has nothing to do with this.  I check both e-mail accounts on a daily basis.  I also, looked at the e-mail I received from AEP about the auto draft.  It does not say that it will draft regardless of balance due.   With every other company I deal with, if I pay the minimum payment due before the due date, the payment set for auto draft will not pay because there is nothing due on the due date.  This is not an auto-pay system and should not be called such.  It is a payment scheduling system, just as if a user went in to schedule a payment for themselves.  This is the only information they provide/or that I agreed to when signing up for the auto draft system.  It is through a 3rd party:The information you entered in this website will be provided to your
company(ies) for the sole purpose of Direct Payment sign-up. Delivery
of this information is protected by a secured Internet site.
I authorize the company(ies) indicated to deduct my payment(s) from
the checking/share draft or savings account listed. I understand that I
control my payments, and if at anytime I decide to discontinue this
payment service, I will notify each company.
In order to complete your sign-up, you will need to provide an Authorization Code. An Authorization Code is any 4 digit alpha numeric sequence. The code serves as your signature authorizing your Internet direct payment enrollment.I do not see information regarding a situation when an account balance is $0 or anything saying the it will be drafted regardless of balance.  Also, if the information you claim is available, I would like to know specifically where it can be found.

Providing an explanation of your perception to what happened is not a solution to the issue. To quote the explanation that was provided above, "appears to be misread", a mistake was made by an actual person on August 1st, the day that everything was unaligned. It is an insult to me as a consumer to place the blame on me and my situation for your mistake. You say that something must of changed, but I have had a dog since I moved into this house, 5 years ago. In fact, I have been notified by YOUR representatives that my account was noted that I have a dog at the property for as long as I can remember, so nothing has changed. It is an excuse to the problem, which is your employee made a mistake and you are trying to put that on me as the consumer. I am also aware, because I was told by your company, that you can scan the meter from a distance outside of my fence, because I spoke to a meter reader about it. My wife is home every day during the day, yet not one person knocked on my door to let me know they were here and would be in the back yard. It is asinine to think that a reasonable attempt to read my meter in September, October, and November was made, but because of the "potential sound of a dog", you do not have to do your job and take my reading. My neighbors to both sides of me have a dog that lives outside, is that my problem for them not to get a reading? It is also ridiculous to blame the consumer for YOUR mistake from the misread meter in August. To say that it is my responsibility to tell you what I should be paying is a joke. My responsibility is pay my bill, it is your responsibility to tell me my monthly costs in a reasonable time frame. Re-stating 3 1/2 months is not a reasonable request, and yet again, this is all based on a mistake made by your company on August 1st. I have paid every amount that I have been asked to pay, including two payments in the same month of November, which I do not understand either. It is also interesting that you can see that every bill this year (Feb 1, Mar 3, Mar 31, May 1, May 31, Jun 29, and Aug 1) has been an actual reading, yet all the sudden, it is estimating for 3 consecutive months. Then to tell me the solution is that you will divide it over a maximum of 9 months. I certainly do not have $600 extra for your mistake, and I do not have the extra $70 a month you are proposing to "add to my bill". I have held up my part of the agreement, it is time that you take responsibility of your own mistake and find an actual solution to this issue. It is always intriguing to me that I speak to my neighbors(you know, because they "have a dog") and it is my property that is the only one with this issue. It is an unfair assumption to say that I owe an extra $600, and if there is not a real solution provided, my next steps will be legal action and the attorney general.

Good afternoon.The following information is provided in response to the customer's concerns.On 10/07/2016, an AEP Ohio Customer Service Representative (CSR) spoke with Mrs. [redacted] in depth about the account.  The CSR reviewed with Mrs. [redacted] the usage that she has had this year compared to...

that of the last few years in both kWh parts and dollar amounts.  Once Mrs. [redacted] realized that the bill for Septemger 2016 was only $5 more than that of last year and the Augist 2016 bill was actually less than the 2015 bill, Mrs. [redacted] understood.  The CSR explained the budget process to Mrs. [redacted] and that, depending on when she started the budget plat, that after a 6 month review, the budget amount could go up or down based on usage.  Mrs. [redacted] was only on the budget plan for 2 months.  Mrs. [redacted] also was on a payment arrangement from a high bill in winter months.  This is an all electric home, which causes the winter bills to be high.  Mrs. [redacted] understood that she only has 2 more payments for the Extended Payment Arrangement Plan, and was satisfied with the explanation.  The CSR also reviewed several options for Mrs. [redacted] to consider including a home audit and recommendation that she could get from the audit.  The CSR also reviewed appliance rebates and recycling programs that AEP Ohio offers.  The CSR made sure that all of Mrs. Rigdon's concerns we addressed and that she was satisfied.Please consider this matter complete.Thank you, Paula S. I**

6/8/16
On 6/8/16 an AEP credit coordinator attempted to call [redacted] - no answer, left message. The following email was sent to Ms. [redacted]:
Ms. [redacted]:
The Revdex.com has contacted AEP on your behalf. I attempted to contact you by phone but was unable to reach you.
My review of...

your electric service account has identified the following information:
· Your electric service was disconnected for non-payment of $1446.57 on June 6, 2016.
· The total amount needed to reconnect service: $1499.57 ($1228.45 AEP arrears + $218.12 provider arrears + $53.00 reconnect charge (if during regular business hours).
· Customer did make a payment of $50.00 on 6/1/2016 but this was not enough to stop the disconnect for non-payment.
· PIPP Plus was dropped from the account on 9/14/2015 due to non-reverification of eligibility for the plan.
· If income eligible for PIPP Plus and reverifies through a community action agency, the PIP default amount is $699.32 as of 6/8/2016. You would be require to also pay a reconnect charge of $53.00 (if during regular business hours).
· If not income eligible for PIPP Plus, customer would be eligible to go on Graduate PIPP Plus with a payment of $752.32 ($699.32 PIPP default + $53.00 reconnect charge – if during regular business hours).
· Customer can use a medical certificate to restore service if there is a medical condition existing at this address. We can fax the form to a doctor's office to start this process.
Please contact me with any additional questions regarding this matter.
Sincerely,
-End of email-
Thank you,
Sherry
AEP Ohio

5/23/17 Today, 5/23/17, an AEP credit coordinator spoke with Ms. P[redacted]. The existing extended payment agreement was renegotiated. Details of new EPA: Balance: $348.12; No initial payment due; 6 monthly payments of $58.02 plus the current bill. Please consider this issue resolved. Thanks, Sherry...

4/21/16
Ms. [redacted] will need to contact the Public Utilities Commission of Ohio (PUCO) compliance investigator assigned to her case to discuss this issue further. AEP Ohio is regulated by the PUCO and the PUCO will provide a final response to Ms. Ester.
Thanks,
Sherry - AEP Ohio

11/28/16 Ms. [redacted] also contacted the Public Utilities Commission of Ohio (PUCO) regarding this issue. An AEP Ohio customer service representative spoke with Ms. [redacted] to resolve her concerns. Please advise Ms. [redacted] to contact the PUCO to speak with her compliance investigator for...

resolution. Reference complaint case # [redacted]. Thanks,  Sherry AEP Ohio

On two different meetings and two emails stating I would not owe any additional to my $5000 new home credit, I should not be responsible for the $1400 over my credit.. period!  AEP has strung me out for over a year about providing my service to my new home.. absolutely ridiculous!  Thank you. [redacted]

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