American Electric Power Company, Inc.

7/18/17 On 7/17/17 an AEP Ohio CSR spoke to [redacted] to explain that the original copies of the electric bill were for a different address than what was listed on the rebate application. Also advised [redacted] the original application was not completely filled out. Due to these numerous...

factors there was a delay in processing her rebate. Explained that we have now received all of the correct documentation and we are currently processing her rebate. Advised it will take anywhere from 7 to 10 business days for the rebate to be sent to her. The CSR provided [redacted] her direct contact information should she have any further questions or concerns. Please consider this issue resolved. Thanks, Sherry

6/2/16
Today, 6/2/16, an AEP credit coordinator attempted to call [redacted] about her issue with the $16.00 charge. The credit coordinator was not able to reach Ms. [redacted]; however, the coordinator did leave a message advising that the $16.00 charge would be waived at this time. The coordinator did advise that had our field technician not have given her a 1-hour reprieve to make a payment, service would have been disconnected on 5/19/16. Based on approved rules with the Public Utilities Commission of Ohio, AEP Ohio is permitted to charge the fee of $16.00 when we make an attempt to collect a past due debt.
Please consider this issue resolved.
Thanks,
Sherry AEP Ohio

This complaint was recently investigated by the Public Utilities Commission of Ohio (Case ID#  [redacted]).  Following is the response I provided to the PUCO regarding the questions they asked along with customer contact notes.   Please let me know if you need anything further....

  6/13/16   Below are the responses to your inquiries based on the customer's concerns.  I have provided AEP-Ohio's response next to the individual questions to ensure that each question has been answered.   1.  Was the payment made at an authorized pay agent?  A.  Yes.   2.  Do the notes from the call on May 31 indicate that he was told to pay at an authorized agent, or that paying that evening would be acceptable?  A.  Yes   Additional Information:  Checked with BillMatrix -- payment of $70.00 was received on 5/31/2016 at 6:01 p.m.   Today, 6/13/16, an AEP credit coordinator spoke with [redacted] about her complaint.  Advised that the payment of $70.00 was made on time and as agreed.  The coordinator apologized for the inconvenience and agreed to cancel the reconnect charge.  Also advised that the issue would be sent to our IT group to look at the account to determine what the problem was.  The coordinator offered her a new payment agreement in which she agreed to a 9-months extended payment agreement for the account balance of $335.37 (9 monthly payments of $37.26 plus the budget amount of $186.00).   I also sent this complaint onto a call center supervisor to review with a lead that spoke with Mrs. [redacted].   Please consider this issue resolved.   Thanks, Sherry

8/30/16 An AEP credit coordinator attempted to call [redacted] about her complaint - 330-232-0301 - no answer, left message. The coordinator also called a secondary number we had listed on the account of 330-312-6659 - busy signal. The following email was sent to Ms. [redacted]: Ms. [redacted]: The...

Revdex.com has contacted AEP Ohio about your concerns about your electric service account. The following are the results of my investigation of your concerns. · Your account was dropped from the PIPP Plus plan on March 4, 2016 for non-reverification of eligibility for the plan. The last reverification of eligibility occurred on January 2, 2015. · You entered into a 9-month extended payment plan on May 27, 2016. · This plan was subsequently renegotiated on August 25, 2016. This was cancelled on August 29, 2016 due to receipt of PIPP Plus information from an agency. · New eligibility for PIPP Plus was received on August 29, 2016 from the Stark County Community Action Agency. Your account was not established on PIPP Plus as you have a PIPP default amount of $896.63. This amount must be paid in order to establish the account back on PIPP Plus. · Checkless payment plan was dropped from your account on 8/25/2016. Customers are notified on their bill what amount will be presented to the bank for payment. You were advised on the July 28, 2016 bill that the total amount due $917.48 on the account would be sent to her bank for payment. A payment of $147.36 was received on August 5, 2016. This reduced the amount being sent to the bank on August 15, 2016 to $770.12. If you did not want this amount to go to her bank, you needed to contact AEP as we are only doing what you had requested when you signed for the checkless payment plan. If I can be of further assistance, please contact me. Please consider this issue resolved.Thanks, Sherry  AEP Ohio

My response is this. Who is the company that cashed this check. This company sent me a letter saying it was turned over to them to collect since it was past due. The check was sent to them there was a company who I tracked down to NC or SC said they did have a file but it was not them who cashed it but they ___ ____ in Mar. of I believe so it when they charged me again & I had to pay again a deposit to AEP again? Help!

1/26/17 Mr. [redacted] initially made contact for service 12/9/15 placing both a temporary and permanent service request. A field appointment was scheduled for 12/15/15 with a technician to discuss what was needed at the site. At this time a verbal discussion took place and the technician stated that...

the line extension Mr. [redacted] was requesting and construction required would be very close the current $5,000 construction credit a residential customer receives. The design request was to extend primary underground to a padmounted transformer. The technician produced a work order and initially a cost of approximately $1,100 which Mr. [redacted] questioned. The technician reviewed the work order and found an error in the amount of cable required. After adjusting the amount of cable on the work order Mr. [redacted]’s contribution in aid of construction (CIAC) was calculated to $92.00. This was provided to Mr. [redacted] and a short time later the technician did not have any more correspondence with him. This lead to the initial orders placed being cancelled 4/5/2016 as the technician assumed the job would not be constructed. Two new permanent and temporary install orders were received by the company 9/14/16 and work scheduling forwarded them directly to the same technician as he was familiar with the order. At this time the initial CIAC estimate ($92) had surpassed the 90 day time period it was valid for. The company chose to honor the initial estimate since Mr. [redacted] was still working on the project. Another site meeting was scheduled with the technician who met the home builder/ contractor on site to discuss responsibilities and needs. At this time it was discussed that the customer required an additional 60 or so feet of primary underground to a padmounted transformer beyond the initial estimate. Since the initial plan and work order would not meet the needs of the customer the technician had to produce a new work order and CIAC cost. The new work order cost for the primary underground line extension and padmounted transformer is approximately $6,400. After applying the residential $5,000 credit, Mr. [redacted]’s CIAC cost is $1,400. Mr. [redacted] has been unhappy with the CIAC cost and it has led to discussions with the technician and supervisors. Design alternatives have been discussed and conveyed to Mr. [redacted] that would allow him to stay under the $5,000 construction credit. Mr. [redacted] has refused to entertain these ideas and is adamant he should not have to pay any cost to AEP for the requested line extension. Mr. [redacted] has exchanged phone calls and email with our District Manager, Manager of community affairs and the Customer Design Supervisor since last October. On 1/25/17 AEP Ohio spoke briefly with Mr. [redacted] as he was in a building having trouble hearing. We set a call for 1/26/17 at 8:00 a.m. to discuss. On 1/26/17 AEP Ohio spoke with Mr. [redacted] on the phone. AEP Ohio clarified that Mr [redacted] cost was not $6,400. The CIAC payment required after applying the $5,000 residential construction credit is $1,411.47. Mr. [redacted] continues to speak about design alternatives (an overhead transformer and service) that could be provided and was conveyed to him at no cost. Mr. [redacted] stated the conversation was not going anywhere and did not want to discuss any further. The underground primary line extension Mr. [redacted] is requesting for no cost is as follows: Building a primary riser and termination on an existing structure installing 410' 15KV single phase cable to a 25KVA padmounted transformer. The estimated costs for the work order are $2,144 bare material cost, $4,113.77 in labor, transportation and overheads for a total of $6,257.77. Once the $5,000 credit is applied and gross up added the customers CIAC is $1,411.47. AEP Ohio considers this issue resolved. Thank, Sherry

I was told that the reason for shut off at my residence was because I did not have an account open on 4/15/16.  However, I am responsible for the charges now???  A company cannot possible say that you have no account for a specific time frame and then in the same instance ask for you to be responsible for that time frame.  I did not want to lose my deposit due to any sort of late payment so I have paid the balance regardless.  I am still expecting a refund for the food that perished before my BBQ that weekend.

1/13/16
Today, 1/13/16, AEP spoke with [redacted] about his concerns. Based on our discussion of the issue with getting the correct account number, we agreed to cancel the remaining amount of the deposit as requested and apply the deposit amount already paid. Ms. [redacted] was pleased with...

outcome.
Please consider this issue resolved.
Thanks,
Sherry
AEP Ohio

Mr. [redacted] filed a complaint with the Public Utilities Commission of Ohio (PUCO) regarding this same issue.  AEP Ohio is regulated by the PUCO and have supplied a response to Mr. [redacted]'s compliance investigator.Mr. [redacted] will need to contact his complaince investigator and reference case ID...

# [redacted] to receive a response to his concerns.Thanks,Sherry  AEP Ohio.

I did in fact return the AEP representive's call....twice. The same day, which was 4/14/2016. His name was Dwight and I left a message at the phone number he provided on my voicemail. 614-716-2265. He has yet to follow up, nor has anyone else.

Complaint: [redacted]
I am rejecting this response because: they say that is what was said but who else heard it besides the very people that I am filing a complaint with, who is to say they are not lying, who is going to spend the monies for a damn supeona, it is as it is, just saying that Revdex.com...

or myself should be able to listen to confirm otherwise like all else you have to accept their word and we all know what that is.I have been on vacation so unable to respond until now.
Sincerely,
[redacted]

I also let them know I never recieved paper work a person who's name they know done it all by email I sent him every thing he needed to proceed, and I also sent them PROOF he didn't explain how it worked including an apology from him. I even sent it to Carmen the first lady to respond, and she said that they don't deal with pipp and to speak with whom done my application over the phone.I got ahold of him that's when he did apologise for not telling me not getting the dates on when the bill is due to me, I sent it as proof she has ignored me since. They keep sending me back and forth repeating what I already know . The only reason I know it's because the person whom done my case finally explained it to me but not until it was too late. Up until that time I was under the impression pipp would not start until this month that way it would be a full month. Then a disconnect bill I recieved and here I am freaking out because they will not help fix anything, this is not my mistake and now I am stuck coming up with all this on one income. If things were properly explained to me I would not have accepted pipp at all it isn't fair even after admission of guilt from the person handling my case nothing will be fixed or adjusted to help get back on track . Now because of this mess it will take me forever to catch up. Help fix it please!!! All that been going on is a repeat of explaining the bill... Yes I know that .... two weeks after I get disconnect bill I do... It's not right and we definitely are not prepared

I asked Emily for help and she didn't have any answers. I asked for her boss and she stated she didn't have one. She was unconcerned that Dwight told me he would send a letter stating my electricity would NOT be shut off for the $3.37 balance. And, she stated it would be shut off for the $3.37 balance I owe. Someone Help.

Resolved.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The issue has been resolved; at least for the time being.

12/8/15
For [redacted] to to establish service in her name, she will need to meet the following requirements: 1) payment of an old debt of $818.28; 2) payment of a deposit of $331.00. Because of the Winter Reconnect Order, the customer would need to pay $175.00 to complete her request with...

the balance of this due with the due date of the first bill on her new account.
Today, 12/8/15, an AEP credit coordinator attempted to call [redacted] - no answer, left message.
Thanks,
Sherry
AEP Ohio

10/6/16 On 10/5/16 AEP Ohio sent an unable to contact letter to Mr. [redacted]. An AEP Ohio supervisor have made numerous attempts to contact Mr. [redacted] to discuss his issue. Due to verbal threats made by someone from Mr. [redacted]'s household, AEP Ohio will not access his property without a police escort....

Meter readers have reported that Mr. [redacted] keeps his meter box covered up to prevent us from obtaining actual meter readings from a distance, so his last two meter readings have been estimated. Mr. [redacted] can either provide his own meter reading each month, allow us to install an AMR meter to obtain an actual meter reading from a distance, or move his fence and/or service outside of the locked fenced area of his property at his expense. History: On May 16, 2016, AEP Ohio was in Mr. [redacted]'s neighbor replacing poles, which required for power to be out for several hours. Someone from Mr. [redacted]'s house threatened to shoot one of the linemen working if his power went out again. For that reason, Mr. [redacted]'s account has been documented that no AEP Ohio employee should approach this house without a police escort. Because of the threat of violence, AEP Ohio will not honor Mr. [redacted]'s request for someone to knock on his door and request access to the meter. Mr. [redacted] has not been billed twice in any month. His last four bills were mailed 09/09/2016, 08/18/2016, 07/14/2016, and 06/14/2016. Please consider this issue resolved. Thanks, Sherry AEP Ohio

Good afternoon.
Below are the responses to your inquiries based on the customer's concerns. I have provided AEP-Ohio's response next to the individual questions to ensure that each question has been answered.
On 6/18/2015, an AEP Ohio credit and payment representative attempted to contact [redacted], and left a detailed message requesting a return call.
On 6/19/2015, the representative spoke with Ms. [redacted] about her account and the recent events. The representative explained to her that when manual payments are made through CheckFree, AEP Ohio does not receive the same notification right away as with payments made through BillMatrix and pay-stations. Ms. [redacted] stated that she tries to not pay through BillMatrix and our paystations because of the transaction fee. The representative advised Ms. [redacted] that AEP Ohio offers a free payment option to customers who get their monthly billings electronically and it is available on the AEP Ohio website when she would sign into her AEP Ohio account. Ms. [redacted] stated that she would look into that when she pays her next bill. The represetnative agreed to cancel the reconnect charge, the return check charge, and cancel the additional deposit amount being requested. The representative asked that if she have concerns in the future to call him directly or via email.
Please consider this matter complete.
Thank you,

10/28/16 On 10/27/16 an AEP credit coordinator sent the following response to Ms. [redacted]: Ms. [redacted]: Here is the terms and conditions that you agreed to when you signed for the auto pay feature available to our customers for payment of their electric service bills. This particular feature is through a third party and they notify you when the bill will be presented for payment. This third party does not come back to AEP to check to see if you have an account balance before it presents the bill to your bank. If you desire to make a payment on your account in a different manner, it is up to you to cancel the payment as scheduled with this third party. I regret that you have had this experience with the recent payments on your electric service. However, you initiated the original auto pay feature and you initiated another means of payment on your electric service account. As such, no reimbursement will be made for any overdraft costs that you incurred. Sincerely, This issue is resolved.Thanks, Sherry

5/25/16
Account Information:
The last four (4) bills have been paid late -- two (2) have had 30-day arrears, two (2) have had 60-day arrears.
Disconnect notices have been mailed to the customer on: 2/16/2016, 3/16/2016, 4/15/2016, and 5/16/2016.
Service was disconnected for non-payment of...

$358.21 on 4/25/2016. Amount needed to restore service was $484.21: $358.21 arrears, $28.00 additional deposit, plus $98.00 reconnect. Payment of $490.00 was received on 4/25/2016 at 4:49 p.m. Service reconnected on 4/25/2016 at 5:25 p.m. Overtime reconnect charge of $98.00 applied.
The additional deposit of $28.00 was charged as part of the reconnection requirement from 4/25/2016. The deposit amount that can be held on an account is equal to the 12-month average bill plus 30%.
Service was again out for collection of $148.35 on 5/19/2016. Customer was given a 1-hour reprieve by the field technician to make a payment. A trip charge of $16.00 was applied to the account. A payment of $200.00 was received and stopped a return trip to disconnect.


Today, 5/25/16, an AEP credit coordinator spoke with [redacted] about her concerns. Explained that the reconnect charge of $98.00 stands because of the trips made to collect the past due amount. Ms. [redacted] explained that she read the bill incorrectly. Advised that if this was the first disconnect notice, the credit coordinator could possibly consider cancelling the charge. However, four (4) disconnect notices have been sent which clearly state the collection efforts that will happen if payment is not made on the account. We discussed extended payment agreement options. We agreed to a 9-month extended payment plan plus budget. Also agreed to cancel the pending deposit amount due on the account. This extended payment plan will start with the next bill period for the account. The account will bill next on June 15, 2016.
Please consider this issue resolved.
Thanks,
Sherry AEP Ohio