This is an unfair way to treat a customer! How can you not check a meter for a whole year?!? Especially since I called first couple monthsI mean what kind of a business tests a consumer this way? This is an aweful treatment and this has to change! A company of this size with so many employees has to be accountable in shocking these meters, not just once a year but every couple monthsI can not afford these paymentsI have a little girl and groceries are my number one priority and that's about all I have money forAEP has to do something about thisSetting me up with a payment plan is not a solution Regards, [redacted]
3/15/ The previous customer at this address closed her account on 9/22/Various people have attempted to sign up for the serviceWe also show tampering with our equipment has occurred and we finally removed the meter on 4/20/to stop further tamperingLandlord has verified that [redacted] has been living at this address for six (6) yearsMs [redacted] attempted to sign for the service on 9/22/and on 11/23/Both attempts were cancelled as she did not meet the requirements for serviceIt has been determined that Ms [redacted] is responsible for payment of $3,due for usage that was not billed because of her tampering with our equipmentOnce this is paid, AEP will work to get the meter and service connected Today, 3/15/16, an AEP credit coordinator to contact Ms***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
12/8/ 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 $Because of the Winter Reconnect Order, the customer would need to pay $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
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***'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
5/13/ Ms [redacted] has an closed account with a balance of $9,due at this time The account is for service at [redacted] Drive, Lima, OH for the service period of 10/15/to 3/10/Ms [redacted] requested the account to be closed out of her name on 2/26/to be effective 3/10/The final bill amount was $10,The account had been on PIPP Plus plan until 9/14/2015, when it was dropped from the plan for non-reverification of eligibility Payments totaling $1,have been received in April 2016, bringing the account balance to $9,If Ms [redacted] would to establish service in her name at this point and has reverified eligibility for PIPP Plus, she would need to pay $1,to start service again with AEP Ohio Today, 5/13/an AEP credit coordinator attempted to call [redacted] - no answer, left message Thanks, Sherry AEP OhioTell us why here
I am rejecting this response because: Again, they have done nothing to resolve the complaintThe main issue here is poor communication from AEP; they haven't offered an apology or any potential resolution Regards, [redacted] ***
7/11/ An AEP Ohio customer service supervisor contacted Mr [redacted] on 7/6/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 doorMr [redacted] also stated that he has called in meter readings multiple timesThe 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, Based on our last actual reading on June 22, 2015, we know that we have under-billed the usage over the past yearMr [redacted] does not disagree with thatMr [redacted] said if the meter shows it, then he used itMr [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 datesMr [redacted] said if we call him he will provide accessMr [redacted] has dogs and a locked fenceMr [redacted] said that if we want access without having to call him, we could move the meter location to the side yardThe 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 baseMr [redacted] feels that is something we should do if we need unrestricted access The customer did just pay $on 7/5/16, which brings his balance owed down to $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 doneIt appears that spreading the usage out over all of the estimated months will save the customer approximately $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 systemThe supervisor advised Mr [redacted] that we could set up a payment arrangement where the balance owed and spread it out over the next months, with no interest, and it might be in the ballpark of around $per month, plus his current chargesMr [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/- We will have the account rebilled for AEP Ohio charges after it batchesAfter 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 yearThe supervisor explained this to Mr [redacted] on 7/7/who was very understandingThe 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/ Thanks, Sherry AEP Ohio
4/14/ Ms [redacted] contacted the Public Utilities Commission of Ohio (PUCO) regarding this same issueOn 4/12/an AEP Ohio Customer Service Representative spoke with Ms [redacted] and explained the delay was within our billing departmentMs [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
Please note that the following information was also sent to the Public Utilities Commission of Ohio in response to complaint filed by Mr***Please have Mr [redacted] contact his compliance investigator for final responseReference case ID # J [redacted] -Sherry The guarantor letter has been mailed for a second time on 3/7/to [redacted] ***The original letter was mailed on 2/12/ On 3/9/an AEP credit coordinator spoke with [redacted] about the guarantor letterAEP advised Mr [redacted] that the original letter was mailed on 2/12/and we mailed another copy on 3/7/via the US mailIt is likely the letter has not had a chance to get to her yetThe 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 processingMr [redacted] was in agreement with thisMr [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 himHis account is set to bill on 3/10/Mr [redacted] requested that the payment apply to the account and future bills E-mail with the guarantor letter sent 3/9/11:a.m Received signed guarantor letter 3/9/12:p.mThe deposit will be canceled and payment, when received, will be applied to account Please consider this issue resolved Thanks, Sherry AEP Ohio
10/6/On 10/5/AEP Ohio sent an unable to contact letter to Mr***An AEP Ohio supervisor have made numerous attempts to contact Mr [redacted] to discuss his issueDue to verbal threats made by someone from Mr***'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 estimatedMr [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 expenseHistory: On May 16, 2016, AEP Ohio was in Mr***'s neighbor replacing poles, which required for power to be out for several hoursSomeone from Mr***'s house threatened to shoot one of the linemen working if his power went out againFor that reason, Mr***'s account has been documented that no AEP Ohio employee should approach this house without a police escortBecause of the threat of violence, AEP Ohio will not honor Mr***'s request for someone to knock on his door and request access to the meterMr [redacted] has not been billed twice in any monthHis last four bills were mailed 09/09/2016, 08/18/2016, 07/14/2016, and 06/14/Please consider this issue resolvedThanks, Sherry AEP Ohio
I did in fact return the AEP representive's call....twiceThe same day, which was 4/14/His name was Dwight and I left a message at the phone number he provided on my voicemail614-716-He has yet to follow up, nor has anyone else
4/21/ AEP Ohio received an informal complaint from the Public Utilities Commission of Ohio (PUCO) on April 12, On April 14, an AEP credit coordinator attempted to call [redacted] to discuss her issuesMs [redacted] was not available and a message was left requesting a return callAs of today, April 21, 2016, Ms [redacted] has not returned the call from AEP's credit coordinator to discuss her concerns On April 15, a response was provided to the PUCOMs [redacted] will need to contact the PUCO compliance investigator assigned to her case to discuss their findingsMs [redacted] should reference case ID # [redacted] Thank you, Sherry - AEP Ohio
Good afternoon On 08/14/2015, an AEP Ohio Customer Service Representative (CSR) spoke with Mr [redacted] regarding his concernsThe CSR apologized for Mr [redacted] ’s frustration regarding the outageMr [redacted] stated that he couldn’t believe how rude the call center representatives who answered the phone were, including the supervisorThe CSR explained how the calls going to the phone center work during a stormMr [redacted] asked if he could receive a credit on his bill since he was out of power for hours, and the CSR explained that AEP Ohio does not give credits for outagesMr [redacted] did not want to file a damage claim and expressed that he was not upset that there was an outage, but that he was annoyed at how he was treated by the call center representativesThe CSR apologized and Mr [redacted] thanked him for the call Please consider this matter complete Thank you,
I asked Emily for help and she didn't have any answersI asked for her boss and she stated she didn't have oneShe was unconcerned that Dwight told me he would send a letter stating my electricity would NOT be shut off for the $balanceAnd, she stated it would be shut off for the $balance I oweSomeone Help
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# CDUR082916FNThanks Sherry AEP Ohio
4/24/In reviewing the account for [redacted] , a paper disconnection notice was mailed through the USPS as well as the notice through electronic billingThis 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, The account was disconnected on April 6, and their payment posted on April 7, The reconnect fee will not be waivedThanks, Sherry AEP Ohio
10/28/On 10/27/an AEP credit coordinator sent the following response to Ms***: Ms***: 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 billsThis particular feature is through a third party and they notify you when the bill will be presented for paymentThis 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 bankIf 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 partyI regret that you have had this experience with the recent payments on your electric serviceHowever, you initiated the original auto pay feature and you initiated another means of payment on your electric service accountAs such, no reimbursement will be made for any overdraft costs that you incurredSincerely, This issue is resolved.Thanks, Sherry
The higher bill was not just from faulty appliances, there were power surges that we were told by an AEP person could be from the meterWe did not stay in Ohio long enough for it to be tested furtherWe have sent numerous letters to AEP regarding this bill because we do feel it was excessive and not from our usageI did try to call the AEP rep back yesterday when I missed the call but they did not answerHowever, as I stated this bill was not just faulty appliances, but possibly a faulty meter, we are not sure since we moved before further testing was completedWe have always paid our bills and we would have paid this one if we felt we owed this billWe were gone all day, did not run the AC or anything else while we were gone and we have always been very conservative in our energy usageWe owned our home before moving to this unit when our home sold and we know how to conserve energyThe testing was not completed to see if it was a defective meter since we moved, but that was our fault for not making sure things were completed even after we movedThis is why we asked for this debt to be removed, not because we just don't want to pay it
Good morningThe information is provided in response to the customer’s concernsOn 9/1/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 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 OctoberPlease consider this matter completeThank you,
This is an unfair way to treat a customer! How can you not check a meter for a whole year?!? Especially since I called first couple monthsI mean what kind of a business tests a consumer this way? This is an aweful treatment and this has to change! A company of this size with so many employees has to be accountable in shocking these meters, not just once a year but every couple monthsI can not afford these paymentsI have a little girl and groceries are my number one priority and that's about all I have money forAEP has to do something about thisSetting me up with a payment plan is not a solution Regards, [redacted]
3/15/ The previous customer at this address closed her account on 9/22/Various people have attempted to sign up for the serviceWe also show tampering with our equipment has occurred and we finally removed the meter on 4/20/to stop further tamperingLandlord has verified that [redacted] has been living at this address for six (6) yearsMs [redacted] attempted to sign for the service on 9/22/and on 11/23/Both attempts were cancelled as she did not meet the requirements for serviceIt has been determined that Ms [redacted] is responsible for payment of $3,due for usage that was not billed because of her tampering with our equipmentOnce this is paid, AEP will work to get the meter and service connected Today, 3/15/16, an AEP credit coordinator to contact Ms***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
12/8/ 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 $Because of the Winter Reconnect Order, the customer would need to pay $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
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***'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
5/13/ Ms [redacted] has an closed account with a balance of $9,due at this time The account is for service at [redacted] Drive, Lima, OH for the service period of 10/15/to 3/10/Ms [redacted] requested the account to be closed out of her name on 2/26/to be effective 3/10/The final bill amount was $10,The account had been on PIPP Plus plan until 9/14/2015, when it was dropped from the plan for non-reverification of eligibility Payments totaling $1,have been received in April 2016, bringing the account balance to $9,If Ms [redacted] would to establish service in her name at this point and has reverified eligibility for PIPP Plus, she would need to pay $1,to start service again with AEP Ohio Today, 5/13/an AEP credit coordinator attempted to call [redacted] - no answer, left message Thanks, Sherry AEP OhioTell us why here
I am rejecting this response because: Again, they have done nothing to resolve the complaintThe main issue here is poor communication from AEP; they haven't offered an apology or any potential resolution Regards, [redacted] ***
7/11/ An AEP Ohio customer service supervisor contacted Mr [redacted] on 7/6/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 doorMr [redacted] also stated that he has called in meter readings multiple timesThe 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, Based on our last actual reading on June 22, 2015, we know that we have under-billed the usage over the past yearMr [redacted] does not disagree with thatMr [redacted] said if the meter shows it, then he used itMr [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 datesMr [redacted] said if we call him he will provide accessMr [redacted] has dogs and a locked fenceMr [redacted] said that if we want access without having to call him, we could move the meter location to the side yardThe 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 baseMr [redacted] feels that is something we should do if we need unrestricted access The customer did just pay $on 7/5/16, which brings his balance owed down to $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 doneIt appears that spreading the usage out over all of the estimated months will save the customer approximately $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 systemThe supervisor advised Mr [redacted] that we could set up a payment arrangement where the balance owed and spread it out over the next months, with no interest, and it might be in the ballpark of around $per month, plus his current chargesMr [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/- We will have the account rebilled for AEP Ohio charges after it batchesAfter 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 yearThe supervisor explained this to Mr [redacted] on 7/7/who was very understandingThe 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/ Thanks, Sherry AEP Ohio
4/14/ Ms [redacted] contacted the Public Utilities Commission of Ohio (PUCO) regarding this same issueOn 4/12/an AEP Ohio Customer Service Representative spoke with Ms [redacted] and explained the delay was within our billing departmentMs [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
Please note that the following information was also sent to the Public Utilities Commission of Ohio in response to complaint filed by Mr***Please have Mr [redacted] contact his compliance investigator for final responseReference case ID # J [redacted] -Sherry The guarantor letter has been mailed for a second time on 3/7/to [redacted] ***The original letter was mailed on 2/12/ On 3/9/an AEP credit coordinator spoke with [redacted] about the guarantor letterAEP advised Mr [redacted] that the original letter was mailed on 2/12/and we mailed another copy on 3/7/via the US mailIt is likely the letter has not had a chance to get to her yetThe 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 processingMr [redacted] was in agreement with thisMr [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 himHis account is set to bill on 3/10/Mr [redacted] requested that the payment apply to the account and future bills E-mail with the guarantor letter sent 3/9/11:a.m Received signed guarantor letter 3/9/12:p.mThe deposit will be canceled and payment, when received, will be applied to account Please consider this issue resolved Thanks, Sherry AEP Ohio
10/6/On 10/5/AEP Ohio sent an unable to contact letter to Mr***An AEP Ohio supervisor have made numerous attempts to contact Mr [redacted] to discuss his issueDue to verbal threats made by someone from Mr***'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 estimatedMr [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 expenseHistory: On May 16, 2016, AEP Ohio was in Mr***'s neighbor replacing poles, which required for power to be out for several hoursSomeone from Mr***'s house threatened to shoot one of the linemen working if his power went out againFor that reason, Mr***'s account has been documented that no AEP Ohio employee should approach this house without a police escortBecause of the threat of violence, AEP Ohio will not honor Mr***'s request for someone to knock on his door and request access to the meterMr [redacted] has not been billed twice in any monthHis last four bills were mailed 09/09/2016, 08/18/2016, 07/14/2016, and 06/14/Please consider this issue resolvedThanks, Sherry AEP Ohio
I did in fact return the AEP representive's call....twiceThe same day, which was 4/14/His name was Dwight and I left a message at the phone number he provided on my voicemail614-716-He has yet to follow up, nor has anyone else
4/21/ AEP Ohio received an informal complaint from the Public Utilities Commission of Ohio (PUCO) on April 12, On April 14, an AEP credit coordinator attempted to call [redacted] to discuss her issuesMs [redacted] was not available and a message was left requesting a return callAs of today, April 21, 2016, Ms [redacted] has not returned the call from AEP's credit coordinator to discuss her concerns On April 15, a response was provided to the PUCOMs [redacted] will need to contact the PUCO compliance investigator assigned to her case to discuss their findingsMs [redacted] should reference case ID # [redacted] Thank you, Sherry - AEP Ohio
Good afternoon On 08/14/2015, an AEP Ohio Customer Service Representative (CSR) spoke with Mr [redacted] regarding his concernsThe CSR apologized for Mr [redacted] ’s frustration regarding the outageMr [redacted] stated that he couldn’t believe how rude the call center representatives who answered the phone were, including the supervisorThe CSR explained how the calls going to the phone center work during a stormMr [redacted] asked if he could receive a credit on his bill since he was out of power for hours, and the CSR explained that AEP Ohio does not give credits for outagesMr [redacted] did not want to file a damage claim and expressed that he was not upset that there was an outage, but that he was annoyed at how he was treated by the call center representativesThe CSR apologized and Mr [redacted] thanked him for the call Please consider this matter complete Thank you,
Consumer called Revdex.com to say his complaint has been satisfied
I asked Emily for help and she didn't have any answersI asked for her boss and she stated she didn't have oneShe was unconcerned that Dwight told me he would send a letter stating my electricity would NOT be shut off for the $balanceAnd, she stated it would be shut off for the $balance I oweSomeone Help
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# CDUR082916FNThanks Sherry AEP Ohio
4/24/In reviewing the account for [redacted] , a paper disconnection notice was mailed through the USPS as well as the notice through electronic billingThis 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, The account was disconnected on April 6, and their payment posted on April 7, The reconnect fee will not be waivedThanks, Sherry AEP Ohio
10/28/On 10/27/an AEP credit coordinator sent the following response to Ms***: Ms***: 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 billsThis particular feature is through a third party and they notify you when the bill will be presented for paymentThis 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 bankIf 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 partyI regret that you have had this experience with the recent payments on your electric serviceHowever, you initiated the original auto pay feature and you initiated another means of payment on your electric service accountAs such, no reimbursement will be made for any overdraft costs that you incurredSincerely, This issue is resolved.Thanks, Sherry
The higher bill was not just from faulty appliances, there were power surges that we were told by an AEP person could be from the meterWe did not stay in Ohio long enough for it to be tested furtherWe have sent numerous letters to AEP regarding this bill because we do feel it was excessive and not from our usageI did try to call the AEP rep back yesterday when I missed the call but they did not answerHowever, as I stated this bill was not just faulty appliances, but possibly a faulty meter, we are not sure since we moved before further testing was completedWe have always paid our bills and we would have paid this one if we felt we owed this billWe were gone all day, did not run the AC or anything else while we were gone and we have always been very conservative in our energy usageWe owned our home before moving to this unit when our home sold and we know how to conserve energyThe testing was not completed to see if it was a defective meter since we moved, but that was our fault for not making sure things were completed even after we movedThis is why we asked for this debt to be removed, not because we just don't want to pay it
Good morningThe information is provided in response to the customer’s concernsOn 9/1/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 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 OctoberPlease consider this matter completeThank you,