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American Electric Power Company, Inc.

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American Electric Power Company, Inc. Reviews (199)

11/3/15
On 10/30/15 an AEP Ohio CSR spoke to customer and advised his application and receipt did not meet our guidelines to receive rebate. Advised his receipt does not show 'manufacture, model number, and purchase price'. Per [redacted], the receipt only shows a delivery charge and subsequent...

credit for the same amount. Also, our rebate is to offset the purchase of a 'new heat pump water heater that retails for $999 or greater'.
Thanks,
[redacted]
AEP Ohio

4/6/18 Customer was removed from budget at the end of January due to being delinquent. This budget was only for their AEP charges. It looks like the customer switched to Dynegy Energy Services in August 2017. A switch notification letter was sent out on 07/27/2017 that gave them until 08/04/2017 to...

opt out and deny the switch. No call by the customer was made, and the account switched on 08/25/2017. All balances are valid per the Ohio Administrative Code approved by the Public Utilities of Ohio.An AEP Ohio CSR called the customer at the provided contact numbers of 740-605-2703 and 740-347-4629 with no success in speaking with the customer. Messages were left on 4/3/18, 4/4/18, 4/5/18 and 4/6/18 and a letter was mailed to the premises on 4/5/18 requesting a return call so the CSR can explain the above information. Thanks, Sherry AEP Ohio

8/24/17 Account Information: Service at [redacted] was disconnected for non-payment of $1,419.21 on 4/26/2017. Account balance as of 8/24/2017: $17,287.96. Customer was on the PIPP Plus program at a monthly payment of $10.00 based on 6% of the monthly household income. In order...

to provide service for Ms. [redacted], she would need to pay the PIPP Plus default amount of $1,495.21. Reverification for PIPP Plus is not necessary until 2/9/2018. There have been no payments on the account for the period it was open (9/30/2016 to 4/26/2017). The customer received a HEAP benefit of $97.00 on 3/10/2017 and $175.00 on 2/28/2017. Today, 8/25/17, an AEP credit coordinator attempted to call [redacted] at ###-###-####. There was no answer and no option to leave voice mail. Sent letter asking Ms. [redacted] to contact our credit coordinator at ###-###-#### to discuss her account. Thanks, Sherry AEP Ohio

3/15/16
The previous customer at this address closed her account on 9/22/2009. Various people have attempted to sign up for the service. We also show tampering with our equipment has occurred and we finally removed the meter on 4/20/2015 to stop further tampering. Landlord has verified that...

[redacted] has been living at this address for six (6) years. Ms. [redacted] attempted to sign for the service on 9/22/2014 and on 11/23/2015. Both attempts were cancelled as she did not meet the requirements for service. It has been determined that Ms. [redacted] is responsible for payment of $3,600.00 due for usage that was not billed because of her tampering with our equipment. Once this is paid, AEP will work to get the meter and service connected.
Today, 3/15/16, an AEP credit coordinator to contact Ms. [redacted]. There was no answer and a voice message was left asking for a return call to discuss her concerns.
Please consider this request satisfied.
Thanks,
Sherry
AEP Ohio

Consumer called Revdex.com and stated that she spoke with Nick with AEP. He went out to her apartment and found that her a/c was on even though her door was padlocked. He let the leasing office know that it happened around the time consumer moved out. She asked that her complaint against AEP be closed.

Today, 12/20/17, an AEP credit coordinator spoke with [redacted].  Discussed her concerns with a recent refund that was processed.  Ms. [redacted] said that the refund has now been received from our refund vendor. the coordinator also explained that a second refund was sent to our...

refund vendor on 12/18/2017 and that will likely be mailed to her tomorrow.  The second refund was the result of a payment Ms. [redacted] made recently on the account.  The coordinator apologized to Ms. [redacted] that our customer service was not up to her and our expectations.  The coordinator further advised that he would follow up with her on 1/2/2018 to make sure the second refund is received. We will review the calls in question and apply coaching to the appropriate agents.Please consider this issue resolved.Thanks,Sherry  AEP Ohio

Dear Revdex.com,As requested, below is correspondence between me and AEP's customer service department that has been ongoing for quite some time without resolve. Thank you,

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.
Review this account and provide a copy of the meter reading, billing, and usage...

history for this account for the past 24 months. Please see the attached spreadsheet.
Please advise if this is a residential or commercial account. – This account is a residential account.
If residential, is the account on PIPP Plus or another payment arrangement? – The account is not on PIPP or a payment arrangement.
Is the account carrying a past due balance? – No, the account does not have a past due balance. The current bill is due on 02/26/2016.
On 02/18/2016, an AEP Ohio Customer Service Representative spoke to Mr. [redacted] regarding his complaint. The CSR advised him that although AEP Ohio makes every attempt to get an actual reading, but there are times that his bill may be estimated due to things outside of AEP Ohio's control. The CSR also advised Mr. [redacted] that a billing adjustment is warranted at this time because the current bill is based on an actual meter reading. Mr. [redacted] stated that AEP Ohio is a joke, then disconnected the call. Mr. [redacted] hung up before the CSR could advise him of his option to provide his own meter reading, and the CSR was not able to offer him a payment arrangement for the balance due. The CSR will send Mr. [redacted] a meter reading schedule and meter reading instructions for future use if needed.
Please consider this matter resolved.
Thank you,
Paula S. Igo | Principle Regulatory Consultant | AEP Ohio Regulatory Affairs
[redacted] | [redacted] E-mail: [redacted] | Office: ###-###-####
Audinet [redacted] | Cell: ###-###-#### | Fax: ###-###-####

To whom it may concern!Approx. 206 I finished my garage next to the house.  I contracted to have a pad of asphalt put in front of my garage plus added 1 inch on top the rest of the driveway.  I usually have it sealed every 3-4 years.  I have no record of any of this work.  I sealed it last year myself with a restoleum sealer I got at [redacted]'s in new Philedelphia.  I still have approx 2 gal. left.

10/13/15
Ms. [redacted] filed a Public Utilities Commission of Ohio (PUCO) on 10/2/15. As AEP Ohio is regulated by the PUCO, Ms. [redacted] will need to contact her compliance investigator and reference her case ID# [redacted].
Thanks,
[redacted] AEP Ohio

Nothing was done on AEP part to resolve this complaint. The
data provided in their response is incorrect: I never said I had no damage. Moreover
I described what damage we sustained several times. However according to AEP
rules if the outage is “weather related” they are not responsible for anything no matter what damage is done
to the consumers. So at this point please consider this complaint closed as there
is no willingness from the AEP to resolve it.

9/22/16 The complainant filed an informal complaint with the Public Utilities Commission of Ohio (PUCO) on September 16, 2016. AEP Ohio provided a response to the PUCO on September 21, 2016 regarding our investigation. Please have the complainant contact the PUCO compliance investigator assigned to...

her case and reference case ID [redacted]. Thanks, Sherry AEP Ohio

It should be noted that this is a customer error when setting up a payment in her online banking...

environment. AEP did receive a payment of $381.43 on 1/4/17. The payment was applied to an outstanding balance that Ms. [redacted] owes to AEP. Due to banking regulations, we hold the payment for a minimum of 30 days to make certain that no other means to recover the payment made in error are made by Ms. [redacted]. Ms. [redacted] can provide documentation from her bank that the payment has posted to her bank account and that it will not be returned via other means. Once this documentation is received, AEP will work to get the refund back to her as quickly as possible. On 1/12/17 an AEP credit coordinator spoke with [redacted] about her concerns. The coordinator advised AEP needs documentation to support that the amount has been paid and no other action is being pursued to return the funds. The coordinator provided his direct contact information for Ms. [redacted] to provide the documentation. Thanks, Sherry AEP Ohio

4/24/17 In reviewing the account for [redacted], a paper disconnection notice was mailed through the USPS as well as the normal notice through electronic billing. This is the procedure as approved by the Public Utilities Commission of Ohio.  The disconnect notices show that the...

account will be disconnect on or after April 6, 2017. The account was disconnected on April 6, 2017 and their payment posted on April 7, 2017.  The reconnect fee will not be waived. Thanks, Sherry AEP Ohio

4/14/16
Ms. [redacted] contacted the Public Utilities Commission of Ohio (PUCO) regarding this same issue. On 4/12/16 an AEP Ohio...

Customer Service Representative spoke with Ms. [redacted] and explained the delay was within our billing department. Ms. [redacted] understood and was satisfied with response.
Ms. [redacted] should contact her compliance investigator with the PUCO and reference case ID [redacted] to obtain a final response.
Please consider this issue resolved.
Thanks,Sherry AEP Ohio

12/27/17 AEP open processes are performed over the phone or via web access. The caller would provide all necessary information, such as name, social security number, driver license number along with date of birth. Once the caller has provided this personal information a soft credit check is...

completed through [redacted] to verify customer information. A soft credit check provides AEP with credit rating of 1 through 6. The rating determines if a deposit would be needed to secure the account. If there is a suspicion of fraud, AEP will perform an occupancy review. In this matter the customer would then need to provide proof of who they are in order to obtain service. If they do not provide the appropriate information in a timely manner, then a letter will be sent to the customer advising them of service disconnect. If a family member has taken advantage of another family member by using their personal information to start service the family member would need to report the issue of identity theft to the appropriate (law) authorities. This would be the only way to fix the matter regarding customer credit. Today, an AEP representative spoke with son, [redacted] addressing his concern regarding his father using his personal information to start service with AEP Ohio. The AEP representative explained our open process and advised that this is processed over the phone or web by the customer and the only way we would be able to address the concern is if there was a fraud alert that he had set up. The representative advised that with his father having all his personal information the company had no reason to question this. Therefore there was no suspicion with the soft credit check obtained through Experian. The representative advised that this matter of identity theft would needed to be reported to proper (law) authorities to get this matter resolved. Please consider this issue resolved on behalf of AEP Ohio. Thanks, Sherry AEP Ohio

Consumer called Revdex.com to say his complaint has been satisfied.

On 9/3/15 an AEP credit coordinator left a message for Ms. [redacted] to return the call to discuss her concerns.  Once Ms. [redacted] contacts our credit coordinator to discuss her budget, I will provide a final response.
Thanks

I'm sorry, what I meant was I was trying to pay a car payment but accidentally duplicated an old payment to Aep. So a payment from October of $381.43 was resent to Aep from my online banking.

4/21/16
AEP Ohio received an informal complaint from the Public Utilities Commission of Ohio (PUCO) on April 12, 2016. On April 14, 2016 an AEP credit coordinator attempted to call [redacted] to discuss her issues. Ms. [redacted] was not available and a message was left requesting a...

return call. As of today, April 21, 2016, Ms. [redacted] has not returned the call from AEP's credit coordinator to discuss her concerns.
On April 15, 2016 a response was provided to the PUCO. Ms. [redacted] will need to contact the PUCO compliance investigator assigned to her case to discuss their findings. Ms. [redacted] should reference case ID # [redacted].
Thank you,
Sherry - AEP Ohio

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