American Electric Power Company, Inc.

Based on a note on Ms. [redacted]'s account from 12/20/2016, Ms. [redacted] called upset because she had provided a man by the name of "Bill" with her electric service account number. It was explained to her that when she provides someone with her account information and that person calls with the account...

number, we can discuss the account with that person. She said that she did not want that person to know where she lives and that he is dangerous. We assured Ms. [redacted] that he was only provided the account balance and transferred him to Bill Matrix as he requested. On 12/20/2016, our records do indicate that a call was received from [redacted] who identified himself as Ms. [redacted]'s father. He provided the account number and was supplied with the balance due on the account. Today, 12/28/16, an AEP credit coordinator spoke with Rhonda [redacted] about her concerns. The coordinator advised Ms. [redacted] that we will talk to someone who has been authorized by the customer to discuss their account. One way that we will discuss a customer's account is when they provide an account number. Ms. [redacted] also wanted us to call Bill Matrix for her and make a payment using her information. We are not able to do that on behalf of a customer. She or someone who has her account information can make a payment to her. She said that a person was going to make a payment for her but we provided the incorrect information. We provided the disconnect amount, thus the person did not pay the entire account balance. Ms. [redacted] requested that the coordinator send a letter with her various payment options, which is provided below.

Good morning. The information is provided in response to the customer’s concerns. On 9/1/2016. an AEP Ohio representative spoke with Ms. [redacted] regarding her concerns.  The representative advised Ms. [redacted] that her Extended Payment Arrangement (EPA) has been reset.  Ms. [redacted] is aware that her account balance has been divided into 12 months of payments that are paid in addition to her Average Monthly Payment (AMP) amount.  The representative also mailed Ms. [redacted] information on AMP and advised her that the initial amount will increase on AMP because the amount quoted by the system currently reflects Ms. [redacted] as a CHOICE customer and Ms. [redacted] has chosen to drop her CRES provider.  Ms. [redacted]’s first payment is due in October. Please consider this matter complete. Thank you,

11/18/16 An AEP Ohio Customer Service Representative (CSR) sent an e-mail to Mr. [redacted] explaining his budget plan. The CSR provided her direct contact information should Mr. [redacted] have any additional questions. Please consider this issue resolved. Thanks, Sherry AEP Ohio

11/2/16 On 11/1/16 an AEP Ohio Customer Service Representative (CSR) spoke to Mr. [redacted] to advise him AEP-Ohio has had a shortage of meter readers which resulted in two months of back-to-back estimated reads for July and August. The meter reader was on site in September verifying the Meter...

Reading of 31020, thus resulting in a higher than usual bill (2150KH @ 0.0699 for his CHOICE Provider = $150.29). This amount due ($150.29) is correct for his CHOICE provider. The meter was verified and read again in October for a reading of 31830 which is in line with customer's use. Mr. [redacted] is still disputing that AEP is charging double and has requested that his meter be tested. CSR ordered the meter test on 11/1/16. Customer advised that he is unemployed and his wife is having health issues and will be seeking assistance/help from a public agency. CSR offered to put him on an extended payment plan, but customer declined. Once the meter is tested the results will be provided to Mr. [redacted]. Please consider this issue resolved. Thanks, Sherry  AEP Ohio

Good afternoon.
The following information is provided in response to your inquiry based on the customer's concerns.
This customer's account is presently on an extended payment plan. The extended payment plan was entered into on 1/27/2015 for a 6-months term. This extended payment plan...

ended with the July 2015 bill. AEP Ohio records indicate that 11 of the last 12 bills have been paid late with the only month that the account was paid on time was in January, 2015 when the extended payment plan (EPA)was agreed to with the customer. AEP Ohio records do indicate that the customer did have a Choice provider from 4/20/2012 to 5/22/2015, when the account returned to standard service offer with AEP Ohio.
Account details:
Balance Due $327.84
30-day arrears $172.63
Current Bill $155.21 -- due 9/8/2015
On 08/26/2015, an AEP Ohio Credit and Payment representative attempted to contact the customer and left a message.
Please consider this matter complete.
Thank you,

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I would prefer something in writing showing a zero balance for my records. Thank you for your efforts in quick resolution.

8/19/16Today, 8/19/16, an AEP credit coordinator spoke with Mr. [redacted] about his concern with the electric service account. We agreed to make an adjustment to correct the close date back to 4/21/2016 as Mr. [redacted] had requested. Please consider this issue resolved.Thanks,Sherry AEP Ohio

the matter was not resolved. Appropriate documentation was sent to the business and is attached.

7/11/16
An AEP Ohio customer service supervisor contacted Mr. [redacted] on 7/6/16. Mr. [redacted] claimed that he has called AEP Ohio every time we have mailed him no access letters or left a door hanger on his door. Mr. [redacted] also stated that he has called in meter readings multiple times. The...

supervisor reviewed the notes on the account and there are no notes on the account documenting any of those calls.
The supervisor apologized that we had not recorded his meter readings, but stated that we now have an actual meter reading from June 28, 2016. Based on our last actual reading on June 22, 2015, we know that we have under-billed the usage over the past year. Mr. [redacted] does not disagree with that. Mr. [redacted] said if the meter shows it, then he used it. Mr. [redacted] just wants credited because it went so long to get corrected.
The supervisor informed Mr. [redacted] that AEP Ohio has a right to access our meter any day of the month, not just on scheduled read dates. Mr. [redacted] said if we call him he will provide access. Mr. [redacted] has dogs and a locked fence. Mr. [redacted] said that if we want access without having to call him, we could move the meter location to the side yard. The supervisor advised Mr. [redacted] that we could possibly move the meter; however, he would have to wire his wiring to the side yard and install the meter base. Mr. [redacted] feels that is something we should do if we need unrestricted access.
The customer did just pay $166.99 on 7/5/16, which brings his balance owed down to $533.50. We did a manual rebill calculation today (7/6/16) to see if it benefits the customer to rebill the usage again, this time spread evenly over the past year, rather than just the last three months as has been done. It appears that spreading the usage out over all of the estimated months will save the customer approximately $275 over what has been billed.
The supervisor advised Mr. [redacted] that he would not know the exact amount of the bill until it bills through our billing system. The supervisor advised Mr. [redacted] that we could set up a payment arrangement where the balance owed and spread it out over the next 12 months, with no interest, and it might be in the ballpark of around $21.50 per month, plus his current charges. Mr. [redacted] then asked the supervisor to call him back with the actual bill amounts after it has rebilled in our system.
Update as of 7/11/16 - We will have the account rebilled for AEP Ohio charges after it batches. After it rebills, AEP Energy will have to put their charges on, so it could be mid-week next week before we have the results with the usage spread out evenly over the past year. The supervisor explained this to Mr. [redacted] on 7/7/16 who was very understanding. The supervisor advised Mr. [redacted] that he would call him when we have the CRES charges and the AEP Ohio charges on the rebill.
I will provide the next update on or before 7/20/16.
Thanks,
Sherry AEP Ohio

5/2/16
Copies of actual billing statements are only kept on file for twelve months. However, the customer has access to a 36 month usage and payment history at AEPOhio.com.
An AEP Ohio representative called [redacted] on 4/29/2016 at 1:45 p.m. on ###-###-####. Explained that the actual billing...

statement is only available for twelve months. Advised that we could send him a usage history showing the billing periods, kilowatt hours used, and the dollar amount billed. Mr. [redacted] was satisfied with this information. A copy of his usage history, covering service periods from March to November 2014 was faxed to ###-###-####. A copy was also emailed to [redacted]@gmail.com.
Please consider this issue resolved.
Thanks,
Sherry   AEP Ohio

I am being over charged, I live in a 2 bedroom house thats around 900 sq ft. I simply can't afford these outrageous charges or payments, it was to be 134.00 even for 9 months and no more. I will have to disconnect service soon anyways because I'm moving out. I have an income of 400.00 per month about 200.00 per week and I can't afford this kind of charge. I have been taken advantage of.

Good afternoon.
The following information is provided in response to your inquiry based on the customer's concerns.
On 11/11/2015, AEP Ohio received notification from the community action agency for a pledge of $60.00 for Ms. [redacted]’s account and reverification for the PIPP Plus program...

which resulted in the monthly PIPP amount going to $123.00.
On 11/16/2015, an AEP Ohio Credit and Payment Coordinator spoke with Ms. [redacted] and confirmed that Ms. [redacted] was able to get into a community action agency on 11/10/2015 and AEP had received notification on 11/11/2015. The coordinator also discussed the pledge and the reverificaiton of eligibility for PIPP Plus. Ms. [redacted] state that her monthly PIPP amount raised due to having to include her son’s income since he is part of the household. Ms. [redacted] asked about going off PIPP Plus, but the coordinator advised that the account balance would become due and that her monthly payment would increase.
Please consider this matter resolved.
Thank you,

Consumer called Revdex.com and advised that he faxed a copy of the estimate to repair his driveway to [redacted], but he has not heard anything. He said he did this within 3-4 days of their request.

3/2/18 An AEP Ohio Meter Electrician tested meter on 2/27/18. Meter tested within acceptable parameters as prescribed my the Public Utilities Commission of Ohio. These test results would indicate meter is correctly calibrated; and is accurately registering electric consumption at the premise. Based...

on the current reading, customer's use is still higher than in the past. Meter electrician had Mrs. [redacted] turn on the furnace. Upon doing so, it was found that the heat pump was not coming on. This no doubt is the cause of the higher use. Customer was advised to have an HVAC service person to look at this ASAP. Customer was very thankful for the help and will contact AEP Ohio to make payment arrangements, if needed. All three calls will be pulled and reviewed by a specialist. If needed, coaching will be provided to the agents. Please consider this issue resolved. Thanks, SherryAEP Ohio

Good afternoon.
The following history is provided in response to your concerns.
Event History:
• 6/10/2015 2:24 pm: Service disconnected for non-payment of 199.37.
• 6/10/2015 5:18 pm: Online notification received at AEP of payment of 399.34 made to Bill Matrix.
• 6/10/2015 8:53 pm: Service reconnected - overtime reconnect charge of 98.00 applied to the account.
• 6/12/2015: Electronic payment of 399.34 received by AEP
• 6/17/2015: Return check processed on the account for 399.34 -- reason: payment not authorized. Return check charge of 9.00 applied to the account.
Please consider this matter complete.
Thank you,

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  The business installed a digital reader and refunded the remainder of the overpayment. I do wish to note however that this has occurred for 3 years in a row and I made multiple calls to this business to let them know I was being overcharged to which they responded I was not. Then I was told via email and phone that the problems were do to the use of subcontractors. That is unacceptable to me. I also spoke with at least two other people who had experienced this same issue. I think this company has done this to multiple people. Customers should not be used as a savings account for this company. I find it irritating that they are getting away with this with other customers.
Regards,  [redacted]

I need to know why AEP continues to report FALSE information to youragency. According to the 2 documents, it clearly shows two due dates in thesame month of September, those being September 6, 2016 and September 27,2016.They have repeatedly try to say my son threatened one of their workers afterAEP, litterally cut off service to my home without trying to notify anyone in thishoushold that they would be cutting off service. My son has CLUSTERHEADACHES, and has had this NON-CURABLE DISEASE FOR OVER 2 YRS.HE WAS IN THE PROCESS OF TRYING TO ADMINISTER A HlPODEMlCTO HIS THIGH, WHICH IS WHERE HIS DOCTOR TOLD HIM TO USE IT, WHENALL THE LIGHTS WENT OUT, CAUSING HIM TO POSSIBLY INSERT THENEEDLE INTO THE WRONG SPOT ON HIS BODY. Yes he was upset and wentto ask why this had happened. He started his cell phone's recoding feature torecord what was being said, which at no time did he threaten any employee ofAEP, but was told by one of their employees that AEP NO LONGER WASREQUIRED TO DO THIS. My son told him that because of them cutting off theelectric, he almost inserted the needle into the wrong spot on his body. Thisentire conversation has been recorded on his cell phone. At one time aftertalking to an AEP representative, we had agreed on the process by which AEPcould have access to their meter, but the idea of my son threatening one of theiremployees was put to rest, no longer an issue, the AEP manger I spoke to wasa lady named Kelly. So If you can provide a manner by which I could transferthis audio so you can hear the entire conversation I would be more then willingto provide you with this recording. This is a very serious acqusation and willbe asking legal help how to resolve this matter.Plus I believe that AEP should be required to provide any documentationthat would allow them to go to any neighborhood and start cutting off electricityto all the affected households within the cut-off area without telling them that theirelectricity if about to be turned off.

I am rejecting this response because: This is completely unacceptable. This is not the first time AEP has terminated my services over some redundant maters  I want this issue absolute resolved no I demand this issue be resolved  civility and reimbursing   This is put me out of place my mother my fiancé my young sibling I have animals this destroyed my kitchen and it busted my pipes it froze my radiator I've had to stay elsewhere which cost money I've had to use my own personal finances just to make this situation habitable it's the middle of winter this is morally and legally wrong  
Regards,
[redacted]

9/28/16 An AEP credit coordinator spoke with Mrs. [redacted] today, 9/28/16. The coordinator advised Mrs. [redacted] that he will cancel the reconnect charge as requested. It appears that based on the readings from 9/19/2016 and 9/22/2016, the meter may not have been disconnected. Mrs. [redacted] was...

pleased with this resolution. Please consider this issue resolved. Thanks, Sherry AEP Ohio

2/3/16
[redacted]'s request for service at [redacted] Avenue, Columbus is pending the completion of an occupancy verification. She applied for service on 12/6/2015. AEP required payment of a deposit and verification of lease and ID. On 1/25/2016, the order was cancelled because Ms. [redacted] did...

not provide the lease and ID. Service was disconnected on 1/28/2016 as we had no customer of record. The previous customer at this address died in 2008; however, the service was not taken out of her name until Ms. [redacted]'s request on 12/6/2015. AEP is requiring the lease to determine that there was a change in the household. Based on continued usage and billing, someone has been using the service while an account continued in the deceased customer's name.
AEP Ohio attempted to call [redacted]l who was not available at the time of the call. A direct contact name and phone number was provided asking for a return call.
Thanks,
Sherry - AEP Ohio