11/11/16 Today, 11/11/16, an AEP credit coordinator spoke with [redacted] and advised her that the reconnect charge was cancelled. Ms. [redacted] was appreciative. Please consider this issue resolved. Thanks, Sherry AEP Ohio
Today, 1/11/18, an AEP Ohio customer service representative called and the call went to voicemail. The CSR did not leave a message; however, the CSR sent an e-mail to Mr. [redacted] so that she could provide information in a detailed manner. The CSR offered Mr. [redacted] the option of setting the balance up on a payment plan. The CSR offered a longer pay option than required by the Public Utilities Commission of Ohio. The plans available are either a 12 or 24 month payment arrangement.Please consider this issue resolved. Thanks, Sherry AEP Ohio
4/13/16
Mr. [redacted] filed a complaint with the Public Utilities Commission of Ohio (PUCO) on April 11, 2016. AEP Ohio has left voice messages and sent an e-mail requesting Mr. [redacted] to contact a Customer Services Representative to discuss his concerns.
As of today, 4/13/16, we have...
received no return calls or emails from Mr. [redacted].
Mr. [redacted] will need to contact his PUCO compliance investigator (reference case ID [redacted]) for further information.
Thanks,
Sherry AEP Ohio
5/15/17 Account Information: Service disconnected for non-payment of $103.56 on 5/8/2017 at 9:11 a.m. Amount need to restore service: $156.56 ($103.56 arrears and $53.00 reconnect charge). Payments of $104.05 received on 5/8/2017 at 2:57 p.m. and $53.05 at 3:36 p.m. Service reconnected on 5/8/2017...
at 5:15 p.m. 34 of the last 36 bills have been paid late with the 9 of the last 12 with more 60 days arrears. Disconnect notices have been mailed via USPS and sent via email with each bill since 5/26/2016 (based on available history). Service was disconnected based on past due bills. Proper disconnect notices were provided to the customer. Customer was advised to have breakers off so that service could be reconnected when Mr. [redacted] called on 5/8/2017 at 3:32 p.m. Today, 5/15/17, an AEP credit coordinator attempted to call [redacted] - no answer, left message. Thanks, Sherry AEP Ohio
They can easy changed the Due day but they won't...Cause they keep tell me that P.U.C. set's this up....An it will miss up there meter reading...They keep informing me that I mail it out before the meter reading is due I won't be charged a late feel. That is self is telling me that they can change the Due date on the billing.... Also I still haven't hard NOTHING back from [redacted]!
Regards,
[redacted]
Tell us why here...
5/5/16
An AEP Ohio forester had attempted to contact Mr. [redacted] and left his contact information after the customer refused to permit the [redacted] Tree Crews from performing their routine circuit clearing on April 5th. He had attempted to contact Mr. [redacted] on at least two...
occasions by visiting the residence and had no returned call. There was some miscommunication between the forester and the tree trimming crews due to another tree trimming complaint on the same circuit. When the forester explained that permission had been granted to go on property, the tree trimming crew assumed it was for both properties. This is the three phase area of the circuit which has an easement giving authority to trim the areas within the Right of Way. The mulberry trees were not mature and the stumps are in the attached photos all are estimated to be less than 3 inches in diameter. These are brush sized and crews had no reason to believe otherwise as the area is overgrown. At least one tree was growing approximately an inch from the fence line, further adding to the confusion of the trimming team and the reason the electric dog fence was compromised. If the customer had contacted the forester after the circuit was phone blasted or after being contacted by [redacted] Tree Service we could have possibly avoided the issue. It is the Company’s practice that a customer must have a receipt or proof of purchase for planted trees in order for reimbursement. Through conversations with the customer, the Company could not confirm that the trees were purchased so the customer was not reimbursed. The invisible dog fence is not buried but strung along the chain link fence and was repaired the morning of 5/2/16 by the AEP Ohio forester.
An AEP Ohio forester spoke with Mr. [redacted] on 5/5/16 to explain that he had repaired the invisible fence and that without any type of documentation, we could not compensate him for the trees he felt were of monetary value. He quickly responded back that "for fun, he will continue to file complaints to keep us busy because he feels he did nothing wrong". The forester informed Mr. [redacted] that if he had any further questions or if there was anything else the forester could do, to please feel free to contact him directly at any time.
This issue has been resolved.
Thanks,
Sherry AEP Ohio
I am rejecting this response because: Again, they have done nothing to resolve the complaint. The main issue here is poor communication from AEP; they haven't offered an apology or any potential resolution.
Regards,
[redacted] [redacted]
8/21/15
On 8/21/15 an AEP billing associate spoke with Mr. [redacted] and explained that due to the misunderstanding, and after a initial payment of $300.00, we are willing to place the account on a 36 month plan for the remaining balance of $2,474.47. The monthly payments will be $68.74 plus current...
bill. The customer agreed and was satisfied.
Please consider issue resolved.
Thanks,
[redacted]
AEP Ohio
8/29/16 An AEP representative reached out to Ms. [redacted] to assure her that she is not listed as a guarantor on the account in the name of [redacted]. The representative also e-mailed communication to Ms. Durham. Please consider this issue resolved. Thanks, Sherry AEP Ohio
Good afternoon.The following information is provided in response to your inquiry based upon the customer's concerns.AEP Ohio records reflect that the last two payments on the customer's account were:1. On 10/06/2016, a payment for $212.65 was initiated by the customer through Bill Matrix.2. On...
10/07/2016, a payment for $212.65 was initiated by the customer through Auto bill pay. The customer would have received an email or alert on or about 09/22/2016 advising her that, because of her previous authorization, the bill would be presented for payment on 10/07/2016 for $212.65.Both of the above referenced payments were authorized by the customer.Please consider this matter complete.Thank you,Paula S. I**
formal letter stating the attempt at adding me as an account guarantor for this unknown individual was done so unauthorized by me.I requested a formal letter stating the attempt to add my name as a guarantor was done so without my knowledge or authorization. That request was denied.I requested a formal letter stating I have never been and never will be liable for any activity occurring on this account or by this individual. That request was denied.I have only been given a screenshot of an inactive status and that guarantor acceptance denied. This does not show documentation that this event took place without my knowledge or authorization or that I am not liable. Furthermore, a simple letter stating this information would have been more appropriate than sending me a private internal systems screenshot with this individuals personal information. This creates further risk.If I do not receive complete documentation clearly stating that I will NEVER be liable or associated with this person or their account I will contact media outlets until I am heard. Facilitating any type of fraud is illegal.
3/11/16 An AEP Ohio CSR spoke with the customer, [redacted], and advised him that an actual reading was obtained on 3/9/16. CSR advised that a thorough review of the read history was conducted following the 3/9/16 reading, and it was found that several misreads have resulted in him being billed an overall higher dollar amount than necessary over the past three billing cycles. CSR advised that the first misread appears to have occurred in November, 2015. CSR advised that the overall consumption from October 2015 to 3/9/16 was accurate however, a redistribution of that usage is necessary to correct for the multiple misreads. CSR advised the customer that billable usage adjustments for December, January, and February should result in a savings of approximately $60 and change. CSR advised that the current meter is an older style, dial meter which must be manually read each month. CSR advised that the meter will be changed to a radio frequency (RF) meter to avoid any possibility of read error in the future. Customer was satisfied with the information, adjustment, and also receiving a new meter. Customer thanked CSR for the follow-up call, and CSR gave direct dial number should the customer have concerns in the future. Please consider this request fulfilled. Thanks, Sherry
Good afternoon.
This information is provided in response to your inquiry based on the customer's concerns.
Account Information:
• Service address: [redacted] • Service Period: 6/27/2017 to 9/14/2017
• Service disconnected for $1,519.70 on 9/14/2017
• Outstanding balance: ...
$1,688.73
• PIPP Plus default: $763.08
• Reverification good to 3/14/2018.
• Monthly PIPP Plus amount: $10.00
• Customer would eligible to use 175.00 to start service with the PIPP default due by the next bill's due date
• Account billing and payment history is attached.
On 10/31/2017, the AEP Ohio Credit and Payment Coordinator spoke with [redacted] about his complaint. The Coordinator discussed the outstanding debt Mr. [redacted] owes along with the PIPP Plus default amount. The Coordinator advised Mr. [redacted] of the Winter Reconnect Order and that with a payment of $175.00, service can be connected in Mr. [redacted]’s name again. The Coordinator provided the account number for making the payment. The Coordinator advised that once the payment is received, the order can be released to connect service. The Coordinator also asked that once Mr. [redacted] gets the first bill to contact the Coordinator about an extended payment plan. The Coordinator provided his phone number and advised Mr. [redacted] that AEP Ohio has 1-3 business days to connect the service.
Please consider this matter resolved.
Thank you,
Paula *. I** AEP Ohio
[redacted]
9/16/16 AEP Ohio sent an e-mail to Mr. [redacted] on 9/16/16 advising that an explanation of his first PIPP payment should have been provided to him at the time of enrollment at the agency. That information is also discussed in detail within the information packet. The same packet that Mr. [redacted] was asked to sign during his appointment. Unfortunately, all too often no discussion is had with the customer about the first PIPP requirement, and most people do not read everything included in their paperwork. PIPP is a state of Ohio plan; not an AEP Ohio program. Just like the customers we are bound by the rules and regulations that are set up through the state. Regarding the time frame given to Mr. [redacted] to make his payment, because it is a requirement for the PIPP Plus program. It is not an actual bill, and customers are not given the same time frame to make that initial payment. To give an example: if you had a bill due on 8/01/2016, and you paid the bill in full. The next day on 8/02/2016 you go to get on PIPP; even though you made a payment the day before, you would still have your first PIPP due on 8/02/2016. Again, we regret any confusion to the customer regarding the state of Ohio PIPP program may have caused. We encourage customers to review all paperwork provided by the agency, or call the agency for further explanation of the PIPP program. Please consider this issue resolved on behalf of AEP Ohio. Thanks, Sherry AEP Ohio
7/8/16
AEP did not follow all of our procedures when customer set up account Customer was given an account number that ended up being canceled and closed but customer was still able to log into that account and it showed a zero balance.
An AEP risk management agent advised customer on 7/7/16 that we will honor her claim. The agent will work with Ms. [redacted] on her food loss and mailed her a letter and worksheet because we need an itemized list with a price associated with each item to pay a food loss claim.
Please consider this issue resolved.
Thanks,
Sherry AEP Ohio
As a regular part of our partnership, [redacted] does not have the authority to cancel service for any customers. Customers are the only ones allowed to cancel their service.For this situation, [redacted] has left a message for Ms. [redacted] to contact them concerning the problems she is having...
cancelling her service. Together, Ms. [redacted] and [redacted] will conference with AT&T to get this part taken care of. Unfortunately, AT&T will not allow [redacted] to cancel the order on the customer's behalf, and they require that she be on the line to make the request. AEP called the customer today, 5/523/17 to discuss her issues. [redacted] needs to cancel her old AT&T service. While the responsibility to cancel service lies with the customer, [redacted] will be assisting the customer today with cancelling her old service. AEP reached out to [redacted] so they are expecting a call from [redacted]. Additionally, the AEP representative provided his direct contact information to [redacted] for her contact after she speaks with [redacted] to verify her satisfaction. After helping [redacted] will provide AEP with a summary of each step in the process. Thanks, Sherry AEP Ohio
4/1/16
AEP is viewing this as an attempt to switch names on the service to avoid payment of a debt accrued at this address. AEP has asked that [redacted] provide documentation that there has been a change in the household. We have provided the following types of documentation: a lease or utility...
bill in her name from their prior address which shows that they just moved into this location, a lease or utility bill showing that the previous customer has moved to a different address, or bring the previous customer's account current. It is AEP's belief that there has been no change in the household.
The previous customer at this address was closed on 3/1/2016 with a large outstanding amount due. Service had been disconnected on 3/28/2016 as we had not completed application for service at the address. Ms. [redacted] applied for service at the address on 3/30/2016.
On 3/31/16 an AEP credit coordinator attempted to call [redacted] - no answer, left message.
Thanks,
Sherry
AEP Ohio
8/21/15
The outage of 8/11/15 occurred due to equipment failure of underground cable. At 7:21 a.m. outage reported to AEP and our representative responded to find fuse open. He refused at 9:40 am restoring power to some customers. Remaining customers were out until underground repairs were completed at 18.10 p.m.
Please note - when outages occur, electricity is not being generated therefore the customer is not paying for any services.
On 8/20/15 an AEP Ohio CSR spoke with Mr. [redacted] and again explained that AEP does not offer any "courtesy credit" for an outage. He immediately got upset and started to ask me why she was calling. Explained that she was responding to his request to the Revdex.com and wanted to answer his questions. He said, "If you are not going to give me anything, then I am going to continue to call. I want to have a credit on my bill." The CSR advised him that she was sorry, but AEP Ohio does not give credits for outages. He said that he wants to file a claim but does not know what damages he has---what is considered a damage? He also said that she told him that his home owner's would take care of his damages. Explained that maybe someone else that he spoke with told him that, because she did not mention his home owner's insurance. He originally told the CSR (on 8/14/15) that he did not want to file a claim with AEP. Mr. [redacted] would like to file a claim for damages because it was AEP's fault that there was an outage, then the power came back on, then there was another outage. He was out of power for 11-12 hours and did not ask for that.
Today, 8/21/15, an AEP claims representative spoke with Mr. [redacted] and advised when AEP can and do not honor claims. Advised AEP does not guarantee uninterrupted service and there are times when equipment fails and needs repaired. Advised this is claim we are not able to honor due to it was caused by equipment failure we could not anticipate. Mr. [redacted] did not understand why some people came on around 10:00 a.m. and he was not one of them. Explained due to the underground failure, this caused a fuse to open. Once the fuse was put back in this restored power to those people affected by the fuse operation but not affected by the underground failure. Explained he was affected by the underground failure and therefore his service was not restored until repairs to the cable had been made. He wanted to know if we could apply a credit to his bill. Advised that is something we could not do.A denial letter, with the Public Utilities Commission of Ohio terms and conditions of service, was mailed to the customer.
Please consider this request complete.
Thanks,
complaint ID [redacted] [redacted]) Fri, 10/27/17 4:20 pm To Whom it May Concern, This is has been resolved, as AEP has...
repaired the light. Thank you for your assistance. [redacted]
11/11/16 Today, 11/11/16, an AEP credit coordinator spoke with [redacted] and advised her that the reconnect charge was cancelled. Ms. [redacted] was appreciative. Please consider this issue resolved. Thanks, Sherry AEP Ohio
Today, 1/11/18, an AEP Ohio customer service representative called and the call went to voicemail. The CSR did not leave a message; however, the CSR sent an e-mail to Mr. [redacted] so that she could provide information in a detailed manner. The CSR offered Mr. [redacted] the option of setting the balance up on a payment plan. The CSR offered a longer pay option than required by the Public Utilities Commission of Ohio. The plans available are either a 12 or 24 month payment arrangement.Please consider this issue resolved. Thanks, Sherry AEP Ohio
4/13/16
Mr. [redacted] filed a complaint with the Public Utilities Commission of Ohio (PUCO) on April 11, 2016. AEP Ohio has left voice messages and sent an e-mail requesting Mr. [redacted] to contact a Customer Services Representative to discuss his concerns.
As of today, 4/13/16, we have...
received no return calls or emails from Mr. [redacted].
Mr. [redacted] will need to contact his PUCO compliance investigator (reference case ID [redacted]) for further information.
Thanks,
Sherry AEP Ohio
5/15/17 Account Information: Service disconnected for non-payment of $103.56 on 5/8/2017 at 9:11 a.m. Amount need to restore service: $156.56 ($103.56 arrears and $53.00 reconnect charge). Payments of $104.05 received on 5/8/2017 at 2:57 p.m. and $53.05 at 3:36 p.m. Service reconnected on 5/8/2017...
at 5:15 p.m. 34 of the last 36 bills have been paid late with the 9 of the last 12 with more 60 days arrears. Disconnect notices have been mailed via USPS and sent via email with each bill since 5/26/2016 (based on available history). Service was disconnected based on past due bills. Proper disconnect notices were provided to the customer. Customer was advised to have breakers off so that service could be reconnected when Mr. [redacted] called on 5/8/2017 at 3:32 p.m. Today, 5/15/17, an AEP credit coordinator attempted to call [redacted] - no answer, left message. Thanks, Sherry AEP Ohio
They can easy changed the Due day but they won't...Cause they keep tell me that P.U.C. set's this up....An it will miss up there meter reading...They keep informing me that I mail it out before the meter reading is due I won't be charged a late feel. That is self is telling me that they can change the Due date on the billing.... Also I still haven't hard NOTHING back from [redacted]!
Regards,
[redacted]
Tell us why here...
5/5/16
An AEP Ohio forester had attempted to contact Mr. [redacted] and left his contact information after the customer refused to permit the [redacted] Tree Crews from performing their routine circuit clearing on April 5th. He had attempted to contact Mr. [redacted] on at least two...
occasions by visiting the residence and had no returned call. There was some miscommunication between the forester and the tree trimming crews due to another tree trimming complaint on the same circuit. When the forester explained that permission had been granted to go on property, the tree trimming crew assumed it was for both properties. This is the three phase area of the circuit which has an easement giving authority to trim the areas within the Right of Way. The mulberry trees were not mature and the stumps are in the attached photos all are estimated to be less than 3 inches in diameter. These are brush sized and crews had no reason to believe otherwise as the area is overgrown. At least one tree was growing approximately an inch from the fence line, further adding to the confusion of the trimming team and the reason the electric dog fence was compromised. If the customer had contacted the forester after the circuit was phone blasted or after being contacted by [redacted] Tree Service we could have possibly avoided the issue. It is the Company’s practice that a customer must have a receipt or proof of purchase for planted trees in order for reimbursement. Through conversations with the customer, the Company could not confirm that the trees were purchased so the customer was not reimbursed. The invisible dog fence is not buried but strung along the chain link fence and was repaired the morning of 5/2/16 by the AEP Ohio forester.
An AEP Ohio forester spoke with Mr. [redacted] on 5/5/16 to explain that he had repaired the invisible fence and that without any type of documentation, we could not compensate him for the trees he felt were of monetary value. He quickly responded back that "for fun, he will continue to file complaints to keep us busy because he feels he did nothing wrong". The forester informed Mr. [redacted] that if he had any further questions or if there was anything else the forester could do, to please feel free to contact him directly at any time.
This issue has been resolved.
Thanks,
Sherry AEP Ohio
I am rejecting this response because: Again, they have done nothing to resolve the complaint. The main issue here is poor communication from AEP; they haven't offered an apology or any potential resolution.
Regards,
[redacted] [redacted]
8/21/15
On 8/21/15 an AEP billing associate spoke with Mr. [redacted] and explained that due to the misunderstanding, and after a initial payment of $300.00, we are willing to place the account on a 36 month plan for the remaining balance of $2,474.47. The monthly payments will be $68.74 plus current...
bill. The customer agreed and was satisfied.
Please consider issue resolved.
Thanks,
[redacted]
AEP Ohio
8/29/16 An AEP representative reached out to Ms. [redacted] to assure her that she is not listed as a guarantor on the account in the name of [redacted]. The representative also e-mailed communication to Ms. Durham. 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.
Good afternoon.The following information is provided in response to your inquiry based upon the customer's concerns.AEP Ohio records reflect that the last two payments on the customer's account were:1. On 10/06/2016, a payment for $212.65 was initiated by the customer through Bill Matrix.2. On...
10/07/2016, a payment for $212.65 was initiated by the customer through Auto bill pay. The customer would have received an email or alert on or about 09/22/2016 advising her that, because of her previous authorization, the bill would be presented for payment on 10/07/2016 for $212.65.Both of the above referenced payments were authorized by the customer.Please consider this matter complete.Thank you,Paula S. I**
Irequested a...
formal letter stating the attempt at adding me as an account guarantor for this unknown individual was done so unauthorized by me.I requested a formal letter stating the attempt to add my name as a guarantor was done so without my knowledge or authorization. That request was denied.I requested a formal letter stating I have never been and never will be liable for any activity occurring on this account or by this individual. That request was denied.I have only been given a screenshot of an inactive status and that guarantor acceptance denied. This does not show documentation that this event took place without my knowledge or authorization or that I am not liable. Furthermore, a simple letter stating this information would have been more appropriate than sending me a private internal systems screenshot with this individuals personal information. This creates further risk.If I do not receive complete documentation clearly stating that I will NEVER be liable or associated with this person or their account I will contact media outlets until I am heard. Facilitating any type of fraud is illegal.
3/11/16 An AEP Ohio CSR spoke with the customer, [redacted], and advised him that an actual reading was obtained on 3/9/16. CSR advised that a thorough review of the read history was conducted following the 3/9/16 reading, and it was found that several misreads have resulted in him being billed an overall higher dollar amount than necessary over the past three billing cycles. CSR advised that the first misread appears to have occurred in November, 2015. CSR advised that the overall consumption from October 2015 to 3/9/16 was accurate however, a redistribution of that usage is necessary to correct for the multiple misreads. CSR advised the customer that billable usage adjustments for December, January, and February should result in a savings of approximately $60 and change. CSR advised that the current meter is an older style, dial meter which must be manually read each month. CSR advised that the meter will be changed to a radio frequency (RF) meter to avoid any possibility of read error in the future. Customer was satisfied with the information, adjustment, and also receiving a new meter. Customer thanked CSR for the follow-up call, and CSR gave direct dial number should the customer have concerns in the future. Please consider this request fulfilled. Thanks, Sherry
Good afternoon.
This information is provided in response to your inquiry based on the customer's concerns.
Account Information:
• Service address: [redacted] • Service Period: 6/27/2017 to 9/14/2017
• Service disconnected for $1,519.70 on 9/14/2017
• Outstanding balance: ...
$1,688.73
• PIPP Plus default: $763.08
• Reverification good to 3/14/2018.
• Monthly PIPP Plus amount: $10.00
• Customer would eligible to use 175.00 to start service with the PIPP default due by the next bill's due date
• Account billing and payment history is attached.
On 10/31/2017, the AEP Ohio Credit and Payment Coordinator spoke with [redacted] about his complaint. The Coordinator discussed the outstanding debt Mr. [redacted] owes along with the PIPP Plus default amount. The Coordinator advised Mr. [redacted] of the Winter Reconnect Order and that with a payment of $175.00, service can be connected in Mr. [redacted]’s name again. The Coordinator provided the account number for making the payment. The Coordinator advised that once the payment is received, the order can be released to connect service. The Coordinator also asked that once Mr. [redacted] gets the first bill to contact the Coordinator about an extended payment plan. The Coordinator provided his phone number and advised Mr. [redacted] that AEP Ohio has 1-3 business days to connect the service.
Please consider this matter resolved.
Thank you,
Paula *. I** AEP Ohio
[redacted]
9/16/16 AEP Ohio sent an e-mail to Mr. [redacted] on 9/16/16 advising that an explanation of his first PIPP payment should have been provided to him at the time of enrollment at the agency. That information is also discussed in detail within the information packet. The same packet that Mr. [redacted] was asked to sign during his appointment. Unfortunately, all too often no discussion is had with the customer about the first PIPP requirement, and most people do not read everything included in their paperwork. PIPP is a state of Ohio plan; not an AEP Ohio program. Just like the customers we are bound by the rules and regulations that are set up through the state. Regarding the time frame given to Mr. [redacted] to make his payment, because it is a requirement for the PIPP Plus program. It is not an actual bill, and customers are not given the same time frame to make that initial payment. To give an example: if you had a bill due on 8/01/2016, and you paid the bill in full. The next day on 8/02/2016 you go to get on PIPP; even though you made a payment the day before, you would still have your first PIPP due on 8/02/2016. Again, we regret any confusion to the customer regarding the state of Ohio PIPP program may have caused. We encourage customers to review all paperwork provided by the agency, or call the agency for further explanation of the PIPP program. Please consider this issue resolved on behalf of AEP Ohio. Thanks, Sherry AEP Ohio
7/8/16
AEP did not follow all of our procedures when customer set up account Customer was given an account number that ended up being canceled and closed but customer was still able to log into that account and it showed a zero balance.
An AEP risk management agent advised customer on 7/7/16 that we will honor her claim. The agent will work with Ms. [redacted] on her food loss and mailed her a letter and worksheet because we need an itemized list with a price associated with each item to pay a food loss claim.
Please consider this issue resolved.
Thanks,
Sherry AEP Ohio
As a regular part of our partnership, [redacted] does not have the authority to cancel service for any customers. Customers are the only ones allowed to cancel their service.For this situation, [redacted] has left a message for Ms. [redacted] to contact them concerning the problems she is having...
cancelling her service. Together, Ms. [redacted] and [redacted] will conference with AT&T to get this part taken care of. Unfortunately, AT&T will not allow [redacted] to cancel the order on the customer's behalf, and they require that she be on the line to make the request. AEP called the customer today, 5/523/17 to discuss her issues. [redacted] needs to cancel her old AT&T service. While the responsibility to cancel service lies with the customer, [redacted] will be assisting the customer today with cancelling her old service. AEP reached out to [redacted] so they are expecting a call from [redacted]. Additionally, the AEP representative provided his direct contact information to [redacted] for her contact after she speaks with [redacted] to verify her satisfaction. After helping [redacted] will provide AEP with a summary of each step in the process. Thanks, Sherry AEP Ohio
4/1/16
AEP is viewing this as an attempt to switch names on the service to avoid payment of a debt accrued at this address. AEP has asked that [redacted] provide documentation that there has been a change in the household. We have provided the following types of documentation: a lease or utility...
bill in her name from their prior address which shows that they just moved into this location, a lease or utility bill showing that the previous customer has moved to a different address, or bring the previous customer's account current. It is AEP's belief that there has been no change in the household.
The previous customer at this address was closed on 3/1/2016 with a large outstanding amount due. Service had been disconnected on 3/28/2016 as we had not completed application for service at the address. Ms. [redacted] applied for service at the address on 3/30/2016.
On 3/31/16 an AEP credit coordinator attempted to call [redacted] - no answer, left message.
Thanks,
Sherry
AEP Ohio
8/21/15
The outage of 8/11/15 occurred due to equipment failure of underground cable. At 7:21 a.m. outage reported to AEP and our representative responded to find fuse open. He refused at 9:40 am restoring power to some customers. Remaining customers were out until underground repairs were completed at 18.10 p.m.
Please note - when outages occur, electricity is not being generated therefore the customer is not paying for any services.
On 8/20/15 an AEP Ohio CSR spoke with Mr. [redacted] and again explained that AEP does not offer any "courtesy credit" for an outage. He immediately got upset and started to ask me why she was calling. Explained that she was responding to his request to the Revdex.com and wanted to answer his questions. He said, "If you are not going to give me anything, then I am going to continue to call. I want to have a credit on my bill." The CSR advised him that she was sorry, but AEP Ohio does not give credits for outages. He said that he wants to file a claim but does not know what damages he has---what is considered a damage? He also said that she told him that his home owner's would take care of his damages. Explained that maybe someone else that he spoke with told him that, because she did not mention his home owner's insurance. He originally told the CSR (on 8/14/15) that he did not want to file a claim with AEP. Mr. [redacted] would like to file a claim for damages because it was AEP's fault that there was an outage, then the power came back on, then there was another outage. He was out of power for 11-12 hours and did not ask for that.
Today, 8/21/15, an AEP claims representative spoke with Mr. [redacted] and advised when AEP can and do not honor claims. Advised AEP does not guarantee uninterrupted service and there are times when equipment fails and needs repaired. Advised this is claim we are not able to honor due to it was caused by equipment failure we could not anticipate. Mr. [redacted] did not understand why some people came on around 10:00 a.m. and he was not one of them. Explained due to the underground failure, this caused a fuse to open. Once the fuse was put back in this restored power to those people affected by the fuse operation but not affected by the underground failure. Explained he was affected by the underground failure and therefore his service was not restored until repairs to the cable had been made. He wanted to know if we could apply a credit to his bill. Advised that is something we could not do.A denial letter, with the Public Utilities Commission of Ohio terms and conditions of service, was mailed to the customer.
Please consider this request complete.
Thanks,