Customer started service on 10/and paid $for Power Pay on 10/ She was not set up on Power Pay until 10/so the system did not recognize the $as being for Power Pay; the system was looking for a new $payment When we did not get another $payment the system cancelled out Power Pay on 10/and unenrolled the customer After customer was set up on Power Pay, her Bill Matrix payments (customer initiated) were posting to other accounts in error When they transferred the payments to Ms***'s account, they did not post correctly to Power Pay PSO's Help Desk had to assist in correcting the issue Due to the posting problems, customer was not getting accurate text/alert messages regarding her balance This continued until January 22, at which time the customer was frustrated and asked to be removed from the Power Pay program PSO removed the account from Power Pay PSO does not know why the customer payments were posting to other accounts unless she was using an incorrect account number Below is an account of the actual usage at the premise beginning 10/04/and the payments received from Ms*** ACTUAL USAGE: USEH MCSPB USAGE HIST - RES/SM COMM 02/16/16:13: Y [redacted] M 10/04/ [redacted] ACTIVE [redacted] *** LAWTON RESDTL-STANDR07M BILL TO NO TAR TOD BILLING RD BILLING DEM LOAD HIS BILL MS DATE DAY CD CD KWH CD DEMAND CD FCTR CD TOTAL BF 02/14/ 1,Y O N 01/16/ 1,Y O N 12/13/ 1,Y O N 11/10/ 1,Y O N 10/12/ Y F Y 10/09/ Y F Y $ PAYMENTS: MARH MCSAR ACCOUNTS RECEIVABLE HIST 02/16/16:21: Y [redacted] M 10/04/ [redacted] ACTIVE [redacted] *** LAWTON RESDTL-STANDR07M BALANCE DUE CURRENT PREV BILL PAST DUE ACCT BALANCE 01- B 58.50- O 01- TRFFR 10.00- O 01- TRFFR 22.76- O 12- TRFFR 42.05- O 12- TRFFR 20.00- O 12- TRFFR 60.00- O 12- TRFFR 20.00- O 11- TRFFR 20.00- O 11- TRFFR 118.55- O 10- TRFFR 20.00- O 10- TRFFR 18.29- O 10- B 40.00- O $ Total usage ($595.02) minus total payments ($450.15) leaves a balance due of $144.87, plus the deposit installment of $billed when she came off of Power Pay, equals the balance due on the account of $ Due date is 03/08/ Thank you [redacted] | COLLECTION SUPPORT COORD SR [redacted] | D [redacted] [redacted]
5/23/Today, 5/23/17, an AEP credit coordinator spoke with MsP [redacted] The existing extended payment agreement was renegotiatedDetails of new EPA: Balance: $348.12; No initial payment due; monthly payments of $plus the current billPlease consider this issue resolvedThanks, Sherry
Good afternoon AEP Ohio values our customers, and strives to provide excellent customer serviceThis customer complaint was forwarded to AEP Ohio’s Customer Operations Center ManagerThe agent who displayed the rudeness to the customer was coached on the rudeness and was told to work on her soft skills The AEP Ohio representative attempted to contact the customer to discuss this complaint, and left a message requesting a return call Please consider this matter complete Thank you, [redacted] | AEP Ohio Regulatory Affairs Tech Center Drive | Gahanna, OH 43230- E-mail: [email protected] | Office: 1-877-906- [redacted] | Fax: 1-855-883-***
This is the email I received from AEP at 4pm todayWhen I called to ask about it the automated system said that they had received my payment and credited my account dollarsThis email is conflicting compared to the automated systemI spoke with a representative who said that my account was paidI am reluctant to say this issue is resolved after receiving this emailNo one from AEP has called to say this issue is resolved either.Thank you, [redacted]
Nothing was done on AEP part to resolve this complaintThe data provided in their response is incorrect: I never said I had no damageMoreover I described what damage we sustained several timesHowever according to AEP rules if the outage is “weather related” they are not responsible for anything no matter what damage is done to the consumersSo at this point please consider this complaint closed as there is no willingness from the AEP to resolve it
On two different meetings and two emails stating I would not owe any additional to my $new home credit, I should not be responsible for the $over my creditperiod! AEP has strung me out for over a year about providing my service to my new homeabsolutely ridiculous! Thank you [redacted]
7/8/ 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/that we will honor her claimThe 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
8/30/An AEP credit coordinator attempted to call [redacted] about her complaint - 330-232-- no answer, left messageThe coordinator also called a secondary number we had listed on the account of 330-312-- busy signalThe following email was sent to Ms [redacted] : Ms [redacted] : The Revdex.com has contacted AEP Ohio about your concerns about your electric service accountThe following are the results of my investigation of your concerns· Your account was dropped from the PIPP Plus plan on March 4, for non-reverification of eligibility for the planThe last reverification of eligibility occurred on January 2, · You entered into a 9-month extended payment plan on May 27, · This plan was subsequently renegotiated on August 25, This was cancelled on August 29, due to receipt of PIPP Plus information from an agency· New eligibility for PIPP Plus was received on August 29, from the Stark County Community Action AgencyYour account was not established on PIPP Plus as you have a PIPP default amount of $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/Customers are notified on their bill what amount will be presented to the bank for paymentYou were advised on the July 28, bill that the total amount due $on the account would be sent to her bank for paymentA payment of $was received on August 5, This reduced the amount being sent to the bank on August 15, to $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 planIf I can be of further assistance, please contact mePlease consider this issue resolved.Thanks, Sherry AEP Ohio
8/21/ On 8/21/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 month plan for the remaining balance of $2,The monthly payments will be $plus current billThe customer agreed and was satisfied Please consider issue resolved Thanks, [redacted] AEP Ohio
My response is thisWho is the company that cashed this checkThis company sent me a letter saying it was turned over to them to collect since it was past dueThe 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 Marof I believe so it when they charged me again & I had to pay again a deposit to AEP again? Help!
complaint ID [redacted] [redacted] ) Fri, 10/27/4:pm To Whom it May Concern, This is has been resolved, as AEP has repaired the lightThank you for your assistance [redacted] ***
9/25/ Ms***r filed a complaint with the Public Utilities Commission of Ohio (PUCO)Case ID [redacted] AEP Ohio is regulated by the PUCO; therefore, Ms [redacted] will need to contact her compliance investigator to obtain a final response Thanks, Sherry AEP Ohio
I am rejecting this response because: This is completely unacceptableThis is not the first time AEP has terminated my services over some redundant maters I want this issue absolute resolved no I demand this issue be resolved civility and reimbursing This is put me out of place my mother my fiancé my young sibling I have animals this destroyed my kitchen and it busted my pipes it froze my radiator I've had to stay elsewhere which cost money I've had to use my own personal finances just to make this situation habitable it's the middle of winter this is morally and legally wrong Regards, [redacted]
To whom it may concern!ApproxI finished my garage next to the house I contracted to have a pad of asphalt put in front of my garage plus added inch on top the rest of the driveway I usually have it sealed every 3-years I have no record of any of this work I sealed it last year myself with a restoleum sealer I got at ***'s in new Philedelphia I still have approx galleft
11/1/Mr [redacted] is again claiming we have double billed him, because he had two separate bills due in SeptemberOn 10/14/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 OKBecause Mr [redacted] kept his meter obstructed, we had estimated his reading several months in a rowIn August, we held the bill from generating, so that we could attempt to get an actual readingWe were unable to read the meter, due to cardboard obstructing the meterWe then released the August bill, but because it had been delayed almost two weeks, the due date ended up being extended to early SeptemberThen his regular September bill went out on time, with a due date in late SeptemberMr [redacted] did not have a bill due in August, and has not been double-billedOur meter reading representatives will not knock on his door and be escorted to his meterThis is because of a threat that our employee heard made, we will not go onto his property without a police escortThe 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 customerMr [redacted] was also given three options to better ensure accurate readings, all of which Mr [redacted] said he would not doWe have done everything we can do for this customerIt is extremely important that he not cover or obstruct his meter in any way, nor hinder our employees in any mannerPlease consider this issue resolvedThanks, Sherry AEP Ohio
11/18/An AEP Ohio Customer Service Representative (CSR) sent an e-mail to Mr [redacted] explaining his budget planThe CSR provided her direct contact information should Mr [redacted] have any additional questionsPlease consider this issue resolvedThanks, Sherry AEP Ohio
12/27/AEP open processes are performed over the phone or via web accessThe caller would provide all necessary information, such as name, social security number, driver license number along with date of birthOnce the caller has provided this personal information a soft credit check is completed through [redacted] to verify customer informationA soft credit check provides AEP with credit rating of through The rating determines if a deposit would be needed to secure the accountIf there is a suspicion of fraud, AEP will perform an occupancy reviewIn this matter the customer would then need to provide proof of who they are in order to obtain serviceIf they do not provide the appropriate information in a timely manner, then a letter will be sent to the customer advising them of service disconnectIf 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) authoritiesThis would be the only way to fix the matter regarding customer creditToday, an AEP representative spoke with son, [redacted] addressing his concern regarding his father using his personal information to start service with AEP OhioThe 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 upThe representative advised that with his father having all his personal information the company had no reason to question thisTherefore there was no suspicion with the soft credit check obtained through ExperianThe representative advised that this matter of identity theft would needed to be reported to proper (law) authorities to get this matter resolvedPlease consider this issue resolved on behalf of AEP OhioThanks, Sherry AEP Ohio
3/11/An AEP Ohio CSR spoke with the customer, [redacted] ***, and advised him that an actual reading was obtained on 3/9/ CSR advised that a thorough review of the read history was conducted following the 3/9/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, CSR advised that the overall consumption from October to 3/9/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 $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 follcall, and CSR gave direct dial number should the customer have concerns in the futurePlease consider this request fulfilledThanks, Sherry
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:On 10/06/2016, a payment for $was initiated by the customer through Bill MatrixOn 10/07/2016, a payment for $was initiated by the customer through Auto bill pay The customer would have received an email or alert on or about 09/22/advising her that, because of her previous authorization, the bill would be presented for payment on 10/07/for $212.65.Both of the above referenced payments were authorized by the customer.Please consider this matter complete.Thank you,Paula SI**
It should be noted that this is a customer error when setting up a payment in her online banking environmentAEP did receive a payment of $on 1/4/The payment was applied to an outstanding balance that Ms [redacted] owes to AEPDue to banking regulations, we hold the payment for a minimum of days to make certain that no other means to recover the payment made in error are made by Ms***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 meansOnce this documentation is received, AEP will work to get the refund back to her as quickly as possibleOn 1/12/an AEP credit coordinator spoke with [redacted] about her concernsThe coordinator advised AEP needs documentation to support that the amount has been paid and no other action is being pursued to return the fundsThe coordinator provided his direct contact information for Ms [redacted] to provide the documentationThanks, Sherry AEP Ohio
Customer started service on 10/and paid $for Power Pay on 10/ She was not set up on Power Pay until 10/so the system did not recognize the $as being for Power Pay; the system was looking for a new $payment When we did not get another $payment the system cancelled out Power Pay on 10/and unenrolled the customer After customer was set up on Power Pay, her Bill Matrix payments (customer initiated) were posting to other accounts in error When they transferred the payments to Ms***'s account, they did not post correctly to Power Pay PSO's Help Desk had to assist in correcting the issue Due to the posting problems, customer was not getting accurate text/alert messages regarding her balance This continued until January 22, at which time the customer was frustrated and asked to be removed from the Power Pay program PSO removed the account from Power Pay PSO does not know why the customer payments were posting to other accounts unless she was using an incorrect account number Below is an account of the actual usage at the premise beginning 10/04/and the payments received from Ms*** ACTUAL USAGE: USEH MCSPB USAGE HIST - RES/SM COMM 02/16/16:13: Y [redacted] M 10/04/ [redacted] ACTIVE [redacted] *** LAWTON RESDTL-STANDR07M BILL TO NO TAR TOD BILLING RD BILLING DEM LOAD HIS BILL MS DATE DAY CD CD KWH CD DEMAND CD FCTR CD TOTAL BF 02/14/ 1,Y O N 01/16/ 1,Y O N 12/13/ 1,Y O N 11/10/ 1,Y O N 10/12/ Y F Y 10/09/ Y F Y $ PAYMENTS: MARH MCSAR ACCOUNTS RECEIVABLE HIST 02/16/16:21: Y [redacted] M 10/04/ [redacted] ACTIVE [redacted] *** LAWTON RESDTL-STANDR07M BALANCE DUE CURRENT PREV BILL PAST DUE ACCT BALANCE 01- B 58.50- O 01- TRFFR 10.00- O 01- TRFFR 22.76- O 12- TRFFR 42.05- O 12- TRFFR 20.00- O 12- TRFFR 60.00- O 12- TRFFR 20.00- O 11- TRFFR 20.00- O 11- TRFFR 118.55- O 10- TRFFR 20.00- O 10- TRFFR 18.29- O 10- B 40.00- O $ Total usage ($595.02) minus total payments ($450.15) leaves a balance due of $144.87, plus the deposit installment of $billed when she came off of Power Pay, equals the balance due on the account of $ Due date is 03/08/ Thank you [redacted] | COLLECTION SUPPORT COORD SR [redacted] | D [redacted] [redacted]
5/23/Today, 5/23/17, an AEP credit coordinator spoke with MsP [redacted] The existing extended payment agreement was renegotiatedDetails of new EPA: Balance: $348.12; No initial payment due; monthly payments of $plus the current billPlease consider this issue resolvedThanks, Sherry
Good afternoon AEP Ohio values our customers, and strives to provide excellent customer serviceThis customer complaint was forwarded to AEP Ohio’s Customer Operations Center ManagerThe agent who displayed the rudeness to the customer was coached on the rudeness and was told to work on her soft skills The AEP Ohio representative attempted to contact the customer to discuss this complaint, and left a message requesting a return call Please consider this matter complete Thank you, [redacted] | AEP Ohio Regulatory Affairs Tech Center Drive | Gahanna, OH 43230- E-mail: [email protected] | Office: 1-877-906- [redacted] | Fax: 1-855-883-***
This is the email I received from AEP at 4pm todayWhen I called to ask about it the automated system said that they had received my payment and credited my account dollarsThis email is conflicting compared to the automated systemI spoke with a representative who said that my account was paidI am reluctant to say this issue is resolved after receiving this emailNo one from AEP has called to say this issue is resolved either.Thank you, [redacted]
Nothing was done on AEP part to resolve this complaintThe data provided in their response is incorrect: I never said I had no damageMoreover I described what damage we sustained several timesHowever according to AEP rules if the outage is “weather related” they are not responsible for anything no matter what damage is done to the consumersSo at this point please consider this complaint closed as there is no willingness from the AEP to resolve it
On two different meetings and two emails stating I would not owe any additional to my $new home credit, I should not be responsible for the $over my creditperiod! AEP has strung me out for over a year about providing my service to my new homeabsolutely ridiculous! Thank you [redacted]
7/8/ 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/that we will honor her claimThe 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
8/30/An AEP credit coordinator attempted to call [redacted] about her complaint - 330-232-- no answer, left messageThe coordinator also called a secondary number we had listed on the account of 330-312-- busy signalThe following email was sent to Ms [redacted] : Ms [redacted] : The Revdex.com has contacted AEP Ohio about your concerns about your electric service accountThe following are the results of my investigation of your concerns· Your account was dropped from the PIPP Plus plan on March 4, for non-reverification of eligibility for the planThe last reverification of eligibility occurred on January 2, · You entered into a 9-month extended payment plan on May 27, · This plan was subsequently renegotiated on August 25, This was cancelled on August 29, due to receipt of PIPP Plus information from an agency· New eligibility for PIPP Plus was received on August 29, from the Stark County Community Action AgencyYour account was not established on PIPP Plus as you have a PIPP default amount of $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/Customers are notified on their bill what amount will be presented to the bank for paymentYou were advised on the July 28, bill that the total amount due $on the account would be sent to her bank for paymentA payment of $was received on August 5, This reduced the amount being sent to the bank on August 15, to $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 planIf I can be of further assistance, please contact mePlease consider this issue resolved.Thanks, Sherry AEP Ohio
8/21/ On 8/21/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 month plan for the remaining balance of $2,The monthly payments will be $plus current billThe customer agreed and was satisfied Please consider issue resolved Thanks, [redacted] AEP Ohio
My response is thisWho is the company that cashed this checkThis company sent me a letter saying it was turned over to them to collect since it was past dueThe 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 Marof I believe so it when they charged me again & I had to pay again a deposit to AEP again? Help!
complaint ID [redacted] [redacted] ) Fri, 10/27/4:pm To Whom it May Concern, This is has been resolved, as AEP has repaired the lightThank you for your assistance [redacted] ***
9/25/ Ms***r filed a complaint with the Public Utilities Commission of Ohio (PUCO)Case ID [redacted] AEP Ohio is regulated by the PUCO; therefore, Ms [redacted] will need to contact her compliance investigator to obtain a final response Thanks, Sherry AEP Ohio
I am rejecting this response because: This is completely unacceptableThis is not the first time AEP has terminated my services over some redundant maters I want this issue absolute resolved no I demand this issue be resolved civility and reimbursing This is put me out of place my mother my fiancé my young sibling I have animals this destroyed my kitchen and it busted my pipes it froze my radiator I've had to stay elsewhere which cost money I've had to use my own personal finances just to make this situation habitable it's the middle of winter this is morally and legally wrong Regards, [redacted]
To whom it may concern!ApproxI finished my garage next to the house I contracted to have a pad of asphalt put in front of my garage plus added inch on top the rest of the driveway I usually have it sealed every 3-years I have no record of any of this work I sealed it last year myself with a restoleum sealer I got at ***'s in new Philedelphia I still have approx galleft
11/1/Mr [redacted] is again claiming we have double billed him, because he had two separate bills due in SeptemberOn 10/14/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 OKBecause Mr [redacted] kept his meter obstructed, we had estimated his reading several months in a rowIn August, we held the bill from generating, so that we could attempt to get an actual readingWe were unable to read the meter, due to cardboard obstructing the meterWe then released the August bill, but because it had been delayed almost two weeks, the due date ended up being extended to early SeptemberThen his regular September bill went out on time, with a due date in late SeptemberMr [redacted] did not have a bill due in August, and has not been double-billedOur meter reading representatives will not knock on his door and be escorted to his meterThis is because of a threat that our employee heard made, we will not go onto his property without a police escortThe 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 customerMr [redacted] was also given three options to better ensure accurate readings, all of which Mr [redacted] said he would not doWe have done everything we can do for this customerIt is extremely important that he not cover or obstruct his meter in any way, nor hinder our employees in any mannerPlease consider this issue resolvedThanks, Sherry AEP Ohio
11/18/An AEP Ohio Customer Service Representative (CSR) sent an e-mail to Mr [redacted] explaining his budget planThe CSR provided her direct contact information should Mr [redacted] have any additional questionsPlease consider this issue resolvedThanks, Sherry AEP Ohio
12/27/AEP open processes are performed over the phone or via web accessThe caller would provide all necessary information, such as name, social security number, driver license number along with date of birthOnce the caller has provided this personal information a soft credit check is completed through [redacted] to verify customer informationA soft credit check provides AEP with credit rating of through The rating determines if a deposit would be needed to secure the accountIf there is a suspicion of fraud, AEP will perform an occupancy reviewIn this matter the customer would then need to provide proof of who they are in order to obtain serviceIf they do not provide the appropriate information in a timely manner, then a letter will be sent to the customer advising them of service disconnectIf 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) authoritiesThis would be the only way to fix the matter regarding customer creditToday, an AEP representative spoke with son, [redacted] addressing his concern regarding his father using his personal information to start service with AEP OhioThe 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 upThe representative advised that with his father having all his personal information the company had no reason to question thisTherefore there was no suspicion with the soft credit check obtained through ExperianThe representative advised that this matter of identity theft would needed to be reported to proper (law) authorities to get this matter resolvedPlease consider this issue resolved on behalf of AEP OhioThanks, Sherry AEP Ohio
3/11/An AEP Ohio CSR spoke with the customer, [redacted] ***, and advised him that an actual reading was obtained on 3/9/ CSR advised that a thorough review of the read history was conducted following the 3/9/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, CSR advised that the overall consumption from October to 3/9/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 $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 follcall, and CSR gave direct dial number should the customer have concerns in the futurePlease consider this request fulfilledThanks, Sherry
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:On 10/06/2016, a payment for $was initiated by the customer through Bill MatrixOn 10/07/2016, a payment for $was initiated by the customer through Auto bill pay The customer would have received an email or alert on or about 09/22/advising her that, because of her previous authorization, the bill would be presented for payment on 10/07/for $212.65.Both of the above referenced payments were authorized by the customer.Please consider this matter complete.Thank you,Paula SI**
It should be noted that this is a customer error when setting up a payment in her online banking environmentAEP did receive a payment of $on 1/4/The payment was applied to an outstanding balance that Ms [redacted] owes to AEPDue to banking regulations, we hold the payment for a minimum of days to make certain that no other means to recover the payment made in error are made by Ms***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 meansOnce this documentation is received, AEP will work to get the refund back to her as quickly as possibleOn 1/12/an AEP credit coordinator spoke with [redacted] about her concernsThe coordinator advised AEP needs documentation to support that the amount has been paid and no other action is being pursued to return the fundsThe coordinator provided his direct contact information for Ms [redacted] to provide the documentationThanks, Sherry AEP Ohio