American Electric Power Company, Inc.

8/7/15
On 8/5/15 an AEP Ohio quality of service representative spoke at length to the customer regarding the outages and explained how the circuit works. He also advised customer that he would be conducting a circuit inspection.
Thanks,
AEP Ohio

8/31/16 In reviewing the calls, each representative did tell Ms. [redacted] that if she provided a reading, we would adjust the bill if the original read was incorrect. No request to speak to a supervisor was heard on any call. After reviewing the calls in reference to this issue, supervision of the...

agents were notified. Today, 8/31/16, an AEP Ohio CSR went to customer's premise and re-read the meter. Meter was under estimated in June. Over read in July. Over estimated in August. CSR called customer and explained the estimations, and miss (over) reading of her meter. Advised customer a new bill will be sent. Because the house is vacant currently, CSR advised the customer to call or text her directly if by chance she receives another estimated bill, because our system, does know that the house is vacant when it calculates the estimations. Customer thanked the CSR for the follow up. The customer has the CSR's direct contact information should she have any issues in the future. Please consider this issue resolved. Thanks, Sherry AEP Ohio

Rachel  C[redacted] was mailed a disconnect on 07/20/16 as well as on 08/18/16.  Both notices did advise of service disconnect.  A phone call was also made on 08/19/16 and a message was left on a machine/voice mail.  Scheduling a payment on-line for a date after the disconnect date...

would not stop a disconnect.  Payment would need to be received before services are set for disconnect.  Ms. C[redacted] disconnect notices does state failure to pay the amount required to an authorized agent by the date specified in this notice will result in a reconnection charge being required before service can be restored.  We have no record of a phone call made between 06/24/16 which was her last contact and 08/23/16 when she was disconnected. On 8/29/16, 8/30/16 and 8/31/16 an AEP credit representative called Rachel C[redacted] at ###-###-#### and left a message on her voice mail/machine.  Today, 9/1/16, an e-mail was sent to customer advising that proper notification was supplied as in accordance with the Public Utilities Commission of Ohio rules and regulations.  Direct contact information was provided for a return call to be made. Thanks, Sherry  AEP Ohio

3/24/17 Ms. [redacted] filed a complaint with the Public Utilities Commission of Ohio (PUCO) on March 22, 2017. AEP Ohio is regulated by the PUCO and will supply a summary to the compliance investigator. Ms. [redacted] will need to contact her compliance investigator, [redacted], and reference case ID...

[redacted] for further information. Thank you, Sherry AEP Ohio

Our records show that Mr. [redacted]s' account was past due for the July 2015 billing period. However, a payment was received on 8/12/2015, which brought the account current. Whenever a payment is missed, our system will generate a notice to prompt the customer to bring the account current on...

payments.
Today, 8/19/15, AEP attempted to call Mr. [redacted]s at the phone number we had listed on his account, however we received no answer, message said that the phone number has been disconnected. Therefore we sent the following letter to Mr. [redacted]s:
The Revdex.com has contacted AEP on your behalf. I attempted to call you by phone but have been unable to reach you.
Our records indicate that payment of the July 2015 bill was not received by the time that we billed your account for August 2015. This created the disconnect notice that you received. We did receive your payment of $966.00 on August 12, 2015, which brought your account current for payments.
Please know that I appreciate and value you as a customer of AEP Ohio. Unfortunately, we need to rely on computer technology to make our business work. It often takes the human touch out of our customer interaction.
Please contact me . . . . -END OF LETTER-
Please consider this request fulfilled.
Thanks,
[redacted]
AEP Ohio

11/11/16 On 11/08/16 an AEP Ohio Customer Service Representative (CSR) called and spoke with [redacted]. The CSR and customer discussed about how this should have been included in the remedies of the home inspection before the house was purchased. Explained that AEP Ohio will replace the meter...

block and extend the line conductors if needed, and also waive the $153.00 same day disconnect & reconnect charge. The three inch gap between the customer's riser pipe and the meter socket is an issue and must be addressed by the property owner. Possibly a remedy would be for the customer to lower the meter box. CSR asked if the previous owners had left any siding for them for after the repair was done. [redacted] asked that CSR call her husband [redacted]. The CSR left a message on Mr. [redacted] cell phone with details of our findings and options for the customer. On 11/10/16 the CSR called [redacted] who stated that he has had a contractor, extend the riser pipe to fill in the gap to the meter box. CSR notified meter department that the work has been completed and we will schedule the remaining repairs. Please consider this issue resolved. Thanks, Sherry AEP Ohio

8/18/16Today, 8/18/16, an AEP Ohio customer service representative (CSR) called Mr. [redacted] and discussed the previous meter test that was completed on 07/21/16. The CSR advised him that the meter tested within acceptable parameters. The meter is correctly calibrated; and is accurately registering...

electric consumption at the premise. The reason that there was no outage when we tested the meter is because the meter electrician uses jumpers to connect the meter and the caliber. This is process is done so that the customer is not without power during the testing. The AEP Ohio meter electrician will contact Mr. [redacted] to test the meter this afternoon so he can be present when the meter test is performed. Mr. [redacted] is satisfied with this arrangement.Thanks, Sherry  AEP Ohio

8/6/15
On 7/31/2015 [redacted] applied to service at [redacted] Lane, Canal Winchester to be effective 8/7/2015.
Requirement: Payment of an old debt - amount needed $1,554.00.
Old Debt: PIPP Plus account at [redacted] Drive, Columbus - service period 5/31/2012 to...

9/17/2012. Total amount: $3,188.33.
PIPP default amount: $1,554.00 ($84.00 (PIPP amount due at close of account) plus $1,470.00 (35 months * PIPP amount $42.00).
Order to establish service in Ms. [redacted]'s name was released 8/5/2015.
The amount needed of $1,554.00 was paid or pledged: Payments received: 8/4/2015 - $222.00 and $990.00; 8/5/2015 - $42.00; Neighbor to Neighbor Pledge received: $300.00

On 8/5/2015 an AEP credit representative attempted to call [redacted] at the two phone numbers available - no answer, left message.
Please consider this request fulfilled.
Thanks,
AEP Ohio

Good afternoon.
The following information is provided in response to your inquiry based on the customer's concerns.
AEP Ohio Records show the following:
· On 7-25-15, Ms. [redacted] called AEP Ohio about her bill and was advised that the bill was mailed 7-21-15.
· On 8-3-15, Ms....

[redacted] called AEP Ohio to advise that she was mailing a $425.00 payment.
· On 10-20-15 AEP Ohio received an email thru our website (Contact Us): “Words cannot express how frustrated I am at AEP's inability to consistently mail my bill to me each month. I continually get a bill every other month with a past due notice. Once again I have no bill and I know it will be due around the 4th of November. Fair warning: My next step is to write the Revdex.com and cc as many AEP associates/executives as I can until I finally reach someone who cares enough to fix this. Thanks. Vicky.”
· On 10-21-15, AEP Ohio emailed a response requesting Ms. [redacted]’s account number in order to access or release information about her account. She was also offered the option to contact our 24 hour Customer Operations Center.
·
· On 10-24-15, Ms. [redacted] responded to our email with: “OMG. Really?!”
·
· On 10-25-15, Ms. [redacted] sent another email thru our website: “MAIL ME MY BILL!!!!!! I ALREADY CALLED 2 MONTHS AGO (AGAIN!!!) ASKING YOU TO MAIL MY BILL AND YOU SAID YOU WOULD. MAIL MY BILL!!!!!!!!!”
·
· On 10-26-15, AEP Ohio emailed a response advising Ms. [redacted] that in order to protect customer's privacy, we are unable to access or discuss an account without a valid account number. She was given the opportunity to contact customer service with the social security number of the account holder.
·
· On 10-31-15, Ms. [redacted] responded to our email: “Your excuses are ridiculous and unacceptable. Miss mailing me one more bill and Revdex.com and every other executive I can THINK OF at AEP here I come.”
·
· On 11-2-15, we emailed a response stating that we deeply regret her negative experience, but unfortunately, we are unable to investigate this matter without her account number. Again, she was offered the opportunity to call our 24 hour Customer Operation Center to discuss.
**Note: Since Ms. [redacted]'s return to receiving a paper bill in July 2015, all bills have been mailed in a timely manner.

On 12/31/2015, an AEP Ohio Credit and Payment coordinator spoke with Ms. [redacted]. Ms. [redacted] stated that since being removed from electronic billing, she only receives a bill every other month which includes a disconnect notice. The representative advised Ms. [redacted] that AEP Ohio’s records show, since we began sending her a paper bill in July 2015, that the bills have been mailed each month in a timely manner. The representative further explained that we can only verify the mailing of the bill and not the post office’s delivery of the bill. The representative also indicated that he would have the billing group take a closer look at her account to see if they are able to determine an issue. The representative agreed to follow-up with Ms. [redacted] the week of 01/04/2016.
On 01/05/2016, the AEP Ohio Credit and Payment coordinator attempted to contact Ms. [redacted] and left a voice mail requesting a return call.
Please consider this matter resolved.
Thank you,
Paula S. Igo | Principle Regulatory Consultant | AEP Ohio Regulatory Affairs
850 Tech Center Drive | [redacted], OH 43230-6605
E-mail: [redacted]  | Office: ###-###-####
[redacted] | Cell: ###-###-#### | Fax: ###-###-####

There are 5 inconsistencies within the response from AEPIn regards to contacting AEP and/or the Forester when notifications for tree clearing were dispersed I called the phone number given, left a message, and had NO response.  I have the documentation on my phone to prove that I called and had no response.  Also, I did not refuse to permit [redacted] onto my property.  When they attempted to enter my back yard my dogs were out and they left a notice to please call them.  I called and explained to the [redacted] crew member that I had called AEP and requested to be able to clear my own trees as the last 3 times my yard was destroyed.  He said he would contact the forester and have him get in touch with me, taking my name and phone number to pass along. Between this time and the time [redacted] came back NO one attempted to call me and NO contact information was left for me from the forester (it should seem odd to EVERYONE that I called AEP initially with their notification and called [redacted] back the same day as their notification but would decide not to call back the only person I had been attempting to speak with from the very beginning!).  For clarification, THERE WERE NO ATTEMPTS TO CONTACT ME OR TO LEAVE FORESTRY CONTACT INFORMATION.  The forester acknowledged this and apologized for that when I contacted him after [redacted] took my trees out saying "for approximately 70 miles you were the only house I messed up on."  Clearly admitting the OPPOSITE of AEP's response.Additionally confusing is the matter of the "miscommunication" AEP references.  If I had refused to contact the forester back WHY would there be any miscommunication or assumptions between [redacted] and the forester between my house and another on the same circuit???  Simple answer was the one the forester gave to me, "I stopped out once but you weren't home (I do happen to work full time...), I had planned to stop back again and leave my contact information.  When [redacted] asked if they were able to come onto the property I said yes but meant only the other property as I had not spoken to you yet.  Sorry about the miscommunication."In regards to the trees both were mature and fruiting trees.  I will take pictures with a measuring tape and attach them to another e-mail as soon as I get home today for documentation.  I should also not be expected to hold onto tree receipts for over 5 years.  This policy seems like an attempt to avoid accepting blame and provide reimbursements.  I will also provide pictures of all of the other trees under the power lines that were not removed due to what the forester called "grey area".As for the Invisible Fence, yes he came out to repair it if you call wrapping electrical tape around it repairing.  I do not.  It could not hold a constant charge and I had to repair it again myself.Lastly, I NEVER SAID, "for fun, I would continue to file complaints".  THIS IS NOT FUN!  This has been one of the most frustrating and demeaning experiences of my life.  I would have never believed that a company like AEP would resort to blatant lies and cover ups to avoid dealing with legitimate concerns and complaints from long time customers.I was ignored at every step of AEP's process until they came through and did what they wanted anyway.  I have never been treated in such a way by such a large company. Extremely disappointing....

Please have Mr. [redacted] contact the Public Utilities Commission of Ohio (PUCO) and reference their Case ID [redacted] to discuss this new install.

Please note that the following information was also sent to the Public Utilities Commission of Ohio in response to complaint filed by Mr. [redacted]. Please have Mr. [redacted] contact his compliance investigator for final response. Reference case ID # J[redacted].
-Sherry
The guarantor letter has been...

mailed for a second time on 3/7/2016 to [redacted]. The original letter was mailed on 2/12/2016.
On 3/9/16 an AEP credit coordinator spoke with [redacted] about the guarantor letter. AEP advised Mr. [redacted] that the original letter was mailed on 2/12/16 and we mailed another copy on 3/7/2016 via the US mail. It is likely the letter has not had a chance to get to her yet. The credit coordinator also asked about emailing him the letter and then once his mother signs the letter, he could return the form to the coordinator directly for processing. Mr. [redacted] was in agreement with this. Mr. [redacted] did advise that he has mailed a payment for the deposit (which we have not received yet). Advised if we get the guarantor letter back, the payment can apply to the account or be refunded back to him. His account is set to bill on 3/10/2016. Mr. [redacted] requested that the payment apply to the account and future bills.
E-mail with the guarantor letter sent 3/9/2016 11:13 a.m.
Received signed guarantor letter 3/9/2016 12:59 p.m. The deposit will be canceled and payment, when received, will be applied to account.
Please consider this issue resolved.
Thanks,
Sherry  AEP Ohio

5/13/16
AEP Ohio did repair the electric dog fence with a water proof wire connector and then wrapped it in black electrical tape for an extra layer of protection. AEP Ohio does have an easement for the property, and we did exercise our right to remove vegetation that could impact our facilities. Mr. [redacted] cannot provide documentation which would allow for us to reimburse him for the trees.
Thanks,
Sherry AEP OhioTell us why here...

3/7/18 On 3/6/18 an AEP Ohio representative spoke with Ms. [redacted]. Explained that we have reviewed all the phone calls regarding the complaint filed with the Revdex.com. Explained to the customer that she was not provided correct information on the last call. Explained the estimated payment arrangement...

was set on the total account balance of $824.37, not a past due/partial balance. Advised initial payment was set at $225.00, so $824.37 - $225.00 = $599.37/6 = $99.90 for each installment. Explained that since she opted for the six (6) month agreement the installment is added to the actual bill each month. Advised when she called on 1/21/18 she explained to agent that she was having trouble with her heat pump and provided a meter reading. The agent explained that this February bill would be similar to the January bill based off of average daily usage. Explained that the current AEP Ohio charges total $342.13 + the provider charges of $347.81 = $689.94 current charges + $99.90 installment created $789.39 balance. Explained bill was sent on 2/8/18 showing that balance of $789.39 would draft from her account on 2/26/2018. Ms. Atkinston requested the checkless payment option be removed from her account. The representative cancelled the checkless payment option and advised no additional payments will be drafted from the checking account. All future bills will be paid manually. The agent advised if she has any trouble with the March payment to contact her back. The agent provided a direct contact number for Ms. [redacted] to call. Please consider this issue resolved. Thanks, Sherry AEP Ohio

11/1/16 Mr. [redacted] is again claiming we have double billed him, because he had two separate bills due in September. On 10/14/16 an AEP Ohio supervisor within our Customer Service and Marketing department explained to Mr. [redacted] in which Mr. [redacted] said that he understood that it was OK. Because Mr. [redacted] kept his meter obstructed, we had estimated his reading several months in a row. In August, we held the bill from generating, so that we could attempt to get an actual reading. We were unable to read the meter, due to cardboard obstructing the meter. We then released the August bill, but because it had been delayed almost two weeks, the due date ended up being extended to early September. Then his regular September bill went out on time, with a due date in late September. Mr. [redacted] did not have a bill due in August, and has not been double-billed. Our meter reading representatives will not knock on his door and be escorted to his meter. This is because of a threat that our employee heard made, we will not go onto his property without a police escort. The customer's meter can be read from the neighbor's yard, over the chain link fence, if there are no meter obstructions placed by the customer. Mr. [redacted] was also given three options to better ensure accurate readings, all of which Mr. [redacted] said he would not do. We have done everything we can do for this customer. It is extremely important that he not cover or obstruct his meter in any way, nor hinder our employees in any manner. Please consider this issue resolved. Thanks, Sherry AEP Ohio

This customer filed a complaint with the Public Utilities Commission of Ohio.  Please have Ms. [redacted] speak with her assigned compliance investigator and reference case ID# CDUR082916FN. Thanks Sherry  AEP Ohio

Good afternoon.   This information is the response to the customer’s concerns.    When Ms. [redacted] requested that the new address be placed in her name on 3/27/2017, it should have been done as a transfer of service with no outstanding debt requirement.  It was not done...

correctly.  This was the AEP Ohio associate's error.  AEP Ohio will address this error by coaching the employee in the proper way to transfer service for a customer.    The AEP Ohio Credit and Payment Coordinator attempted to contact Ms. [redacted] to discuss her concerns, and left a message.   Please consider this matter complete.   Thank you,   Paula S. I[redacted]

Yes, received a call from AEP representative. But that’s
about it. No clear explanation given about neither busy phone lines nor what the
damage claim is. Apparently staying without AC in a house for 12 hours in 90
degrees weather is not considered a damage. Consuming spoiled food from the fridge
is not damage either, since I was initially told to buy a food that can keep up
without a fridge. Also got advice to keep the fridge door closed that’d let me
save the food for 4 hours unspoiled. Nothing mentioned what to do in case of 12
hours without power. Apparently they do not care.
At the end nothing offered even a courtesy credit: very “helpful”
phone call.

I never received warning that my electricity would be shut off. AEP made no attempt to make personal contact with me prior to shutting off my electricity. Shutting off a family's electricity without making personal contact is appalling behavior.

This is the email I received from AEP at 4pm today. When I called to ask about it the automated system said that they had received my payment and credited my account 285 dollars. This email is conflicting compared to the automated system. I spoke with a representative who said that my account...

was paid. I am reluctant to say this issue is resolved after receiving this email. No one from AEP has called to say this issue is resolved either.Thank you,[redacted]