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- · On 8-3-15, Ms [redacted] called AEP Ohio to advise that she was mailing a $payment · On 10-20-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 monthI continually get a bill every other month with a past due noticeOnce again I have no bill and I know it will be due around the 4th of NovemberFair 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 thisThanksVicky.” · On 10-21-15, AEP Ohio emailed a response requesting Ms [redacted] ’s account number in order to access or release information about her accountShe was also offered the option to contact our hour Customer Operations Center · · On 10-24-15, Ms [redacted] responded to our email with: “OMGReally?!” · · On 10-25-15, Ms [redacted] sent another email thru our website: “MAIL ME MY BILL!!!!!! I ALREADY CALLED MONTHS AGO (AGAIN!!!) ASKING YOU TO MAIL MY BILL AND YOU SAID YOU WOULDMAIL 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 numberShe 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 unacceptableMiss 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 numberAgain, she was offered the opportunity to call our 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 noticeThe 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 mannerThe representative further explained that we can only verify the mailing of the bill and not the post office’s delivery of the billThe 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 issueThe representative agreed to follwith Ms [redacted] the week of 01/04/ 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 SIgo | Principle Regulatory Consultant | AEP Ohio Regulatory Affairs Tech Center Drive | [redacted] , OH 43230- E-mail: [redacted] | Office: ###-###-#### [redacted] | Cell: ###-###-#### | Fax: ###-###-####
11/11/Today, 11/11/16, an AEP credit coordinator spoke with [redacted] and advised her that the reconnect charge was cancelledMs [redacted] was appreciativePlease consider this issue resolvedThanks, Sherry AEP Ohio
Good afternoon This information is provided in response to your inquiry based on the customer's concerns Account Information: • Service address: [redacted] • Service Period: 6/27/to 9/14/ • Service disconnected for $1,on 9/14/ • Outstanding balance: $1, • PIPP Plus default: $ • Reverification good to 3/14/ • Monthly PIPP Plus amount: $ • Customer would eligible to use to start service with the PIPP default due by the next bill's due date • Account billing and payment history is attached On 10/31/2017, the AEP Ohio Credit and Payment Coordinator spoke with [redacted] *** about his complaintThe Coordinator discussed the outstanding debt Mr [redacted] owes along with the PIPP Plus default amountThe Coordinator advised Mr [redacted] of the Winter Reconnect Order and that with a payment of $175.00, service can be connected in Mr***’s name againThe Coordinator provided the account number for making the paymentThe Coordinator advised that once the payment is received, the order can be released to connect serviceThe Coordinator also asked that once Mr [redacted] gets the first bill to contact the Coordinator about an extended payment planThe Coordinator provided his phone number and advised Mr [redacted] that AEP Ohio has 1-business days to connect the service Please consider this matter resolved Thank you, Paula *I [redacted] AEP Ohio [redacted]
Complaint: [redacted] I am rejecting this response because: they say that is what was said but who else heard it besides the very people that I am filing a complaint with, who is to say they are not lying, who is going to spend the monies for a damn supeona, it is as it is, just saying that Revdex.com or myself should be able to listen to confirm otherwise like all else you have to accept their word and we all know what that is.I have been on vacation so unable to respond until now Sincerely, [redacted] ***
8/31/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 incorrectNo request to speak to a supervisor was heard on any callAfter reviewing the calls in reference to this issue, supervision of the agents were notifiedToday, 8/31/16, an AEP Ohio CSR went to customer's premise and re-read the meterMeter was under estimated in JuneOver read in JulyOver estimated in AugustCSR called customer and explained the estimations, and miss (over) reading of her meterAdvised customer a new bill will be sentBecause 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 estimationsCustomer thanked the CSR for the follow upThe customer has the CSR's direct contact information should she have any issues in the futurePlease consider this issue resolvedThanks, Sherry AEP Ohio
Good morning, In reference to Complaint ID # [redacted] Company has resolved the issue to my satisfactionComplaint can be closed from my stand point.Thank you for your assistance
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThe issue has been resolved; at least for the time being
There are 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 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 alongBetween 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 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 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 companyExtremely disappointing
8/21/ The outage of 8/11/occurred due to equipment failure of underground cableAt 7:a.moutage reported to AEP and our representative responded to find fuse openHe refused at 9:am restoring power to some customersRemaining customers were out until underground repairs were completed at p.m Please note - when outages occur, electricity is not being generated therefore the customer is not paying for any services On 8/20/an AEP Ohio CSR spoke with Mr [redacted] and again explained that AEP does not offer any "courtesy credit" for an outageHe immediately got upset and started to ask me why she was callingExplained that she was responding to his request to the Revdex.com and wanted to answer his questionsHe said, "If you are not going to give me anything, then I am going to continue to callI want to have a credit on my bill." The CSR advised him that she was sorry, but AEP Ohio does not give credits for outagesHe said that he wants to file a claim but does not know what damages he has---what is considered a damage? He also said that she told him that his home owner's would take care of his damagesExplained that maybe someone else that he spoke with told him that, because she did not mention his home owner's insuranceHe originally told the CSR (on 8/14/15) that he did not want to file a claim with AEPMr [redacted] would like to file a claim for damages because it was AEP's fault that there was an outage, then the power came back on, then there was another outageHe was out of power for 11-hours and did not ask for that Today, 8/21/15, an AEP claims representative spoke with Mr [redacted] and advised when AEP can and do not honor claimsAdvised AEP does not guarantee uninterrupted service and there are times when equipment fails and needs repairedAdvised this is claim we are not able to honor due to it was caused by equipment failure we could not anticipateMr [redacted] did not understand why some people came on around 10:a.mand he was not one of themExplained due to the underground failure, this caused a fuse to openOnce the fuse was put back in this restored power to those people affected by the fuse operation but not affected by the underground failureExplained he was affected by the underground failure and therefore his service was not restored until repairs to the cable had been madeHe wanted to know if we could apply a credit to his billAdvised that is something we could not do.A denial letter, with the Public Utilities Commission of Ohio terms and conditions of service, was mailed to the customer Please consider this request complete Thanks,
4/11/Reason for high bill was due to an input error of the meter readThe number was transposed and once discovered, the reading was corrected and new bill was generatedThe customer will soon have an AMI meter which will not rely on manual input of meter readsOn 4/9/and 4/11/an AEP Ohio Customer Service Representative left detailed messages advising of the errorThe Customer Service Representative provided their direct contact information for the customer to return the call should they have any questions or concernsPlease consider this issue resolvedThanks, Sherry AEP Ohio
I am rejecting this response because: I sent an e-mail with documentation proving that the payment posted to my accountI received no replyThe e-mail was sent to [redacted] Regards, [redacted] ***
11/11/On 11/08/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 purchasedExplained that AEP Ohio will replace the meter block and extend the line conductors if needed, and also waive the $same day disconnect & reconnect chargeThe three inch gap between the customer's riser pipe and the meter socket is an issue and must be addressed by the property ownerPossibly a remedy would be for the customer to lower the meter boxCSR 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 customerOn 11/10/the CSR called [redacted] who stated that he has had a contractor, extend the riser pipe to fill in the gap to the meter boxCSR notified meter department that the work has been completed and we will schedule the remaining repairsPlease consider this issue resolvedThanks, Sherry AEP Ohio
Rachel C [redacted] was mailed a disconnect on 07/20/as well as on 08/18/ Both notices did advise of service disconnect A phone call was also made on 08/19/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 MsC [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/which was her last contact and 08/23/when she was disconnectedOn 8/29/16, 8/30/and 8/31/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 madeThanks, Sherry AEP Ohio
9/28/An AEP credit coordinator spoke with Mrs [redacted] today, 9/28/The coordinator advised Mrs [redacted] that he will cancel the reconnect charge as requestedIt appears that based on the readings from 9/19/and 9/22/2016, the meter may not have been disconnectedMrs [redacted] was pleased with this resolutionPlease consider this issue resolvedThanks, Sherry AEP Ohio
8/7/ On 8/5/an AEP Ohio quality of service representative spoke at length to the customer regarding the outages and explained how the circuit worksHe also advised customer that he would be conducting a circuit inspection Thanks, AEP Ohio
3/15/We can not lower the bill to $and erase the remainder of the balanceWe can offer to set the customer up into a payment arrangement to help break up the large billAn AEP Ohio CSR attempted to contact the customer numerous times; however, the phone is not working properlyThe CSR emailed the customer advising we are unable to disregard the amount owed for electricity usedThanks, Sherry AEP Ohio
They can easy changed the Due day but they won't...Cause they keep tell me that P.U.Cset's this up....An it will miss up there meter reading...They keep informing me that I mail it out before the meter reading is due I won't be charged a late feel That is self is telling me that they can change the Due date on the billing Also I still haven't hard NOTHING back from [redacted] ! Regards, [redacted]
11/3/ On 10/30/an AEP Ohio CSR spoke to customer and advised his application and receipt did not meet our guidelines to receive rebateAdvised his receipt does not show 'manufacture, model number, and purchase price'Per ***, the receipt only shows a delivery charge and subsequent credit for the same amountAlso, our rebate is to offset the purchase of a 'new heat pump water heater that retails for $or greater' Thanks, [redacted] AEP Ohio
3/7/On 3/6/an AEP Ohio representative spoke with Ms [redacted] Explained that we have reviewed all the phone calls regarding the complaint filed with the Revdex.comExplained to the customer that she was not provided correct information on the last callExplained the estimated payment arrangement was set on the total account balance of $824.37, not a past due/partial balanceAdvised initial payment was set at $225.00, so $- $= $599.37/= $for each installmentExplained that since she opted for the six (6) month agreement the installment is added to the actual bill each monthAdvised when she called on 1/21/she explained to agent that she was having trouble with her heat pump and provided a meter readingThe agent explained that this February bill would be similar to the January bill based off of average daily usageExplained that the current AEP Ohio charges total $+ the provider charges of $= $current charges + $installment created $balanceExplained bill was sent on 2/8/showing that balance of $would draft from her account on 2/26/MsAtkinston requested the checkless payment option be removed from her accountThe representative cancelled the checkless payment option and advised no additional payments will be drafted from the checking accountAll future bills will be paid manuallyThe agent advised if she has any trouble with the March payment to contact her backThe agent provided a direct contact number for Ms [redacted] to callPlease consider this issue resolvedThanks, Sherry AEP Ohio
Mr [redacted] also filed a complaint with the Public Utilities Commission of Ohio (PUCO)I will supply a response directly to the PUCO, since AEP Ohio is regulated by themThe PUCO compliance investigator will contact Mr [redacted] directly to supply our findings Thanks,
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- · On 8-3-15, Ms [redacted] called AEP Ohio to advise that she was mailing a $payment · On 10-20-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 monthI continually get a bill every other month with a past due noticeOnce again I have no bill and I know it will be due around the 4th of NovemberFair 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 thisThanksVicky.” · On 10-21-15, AEP Ohio emailed a response requesting Ms [redacted] ’s account number in order to access or release information about her accountShe was also offered the option to contact our hour Customer Operations Center · · On 10-24-15, Ms [redacted] responded to our email with: “OMGReally?!” · · On 10-25-15, Ms [redacted] sent another email thru our website: “MAIL ME MY BILL!!!!!! I ALREADY CALLED MONTHS AGO (AGAIN!!!) ASKING YOU TO MAIL MY BILL AND YOU SAID YOU WOULDMAIL 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 numberShe 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 unacceptableMiss 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 numberAgain, she was offered the opportunity to call our 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 noticeThe 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 mannerThe representative further explained that we can only verify the mailing of the bill and not the post office’s delivery of the billThe 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 issueThe representative agreed to follwith Ms [redacted] the week of 01/04/ 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 SIgo | Principle Regulatory Consultant | AEP Ohio Regulatory Affairs Tech Center Drive | [redacted] , OH 43230- E-mail: [redacted] | Office: ###-###-#### [redacted] | Cell: ###-###-#### | Fax: ###-###-####
11/11/Today, 11/11/16, an AEP credit coordinator spoke with [redacted] and advised her that the reconnect charge was cancelledMs [redacted] was appreciativePlease consider this issue resolvedThanks, Sherry AEP Ohio
Good afternoon This information is provided in response to your inquiry based on the customer's concerns Account Information: • Service address: [redacted] • Service Period: 6/27/to 9/14/ • Service disconnected for $1,on 9/14/ • Outstanding balance: $1, • PIPP Plus default: $ • Reverification good to 3/14/ • Monthly PIPP Plus amount: $ • Customer would eligible to use to start service with the PIPP default due by the next bill's due date • Account billing and payment history is attached On 10/31/2017, the AEP Ohio Credit and Payment Coordinator spoke with [redacted] *** about his complaintThe Coordinator discussed the outstanding debt Mr [redacted] owes along with the PIPP Plus default amountThe Coordinator advised Mr [redacted] of the Winter Reconnect Order and that with a payment of $175.00, service can be connected in Mr***’s name againThe Coordinator provided the account number for making the paymentThe Coordinator advised that once the payment is received, the order can be released to connect serviceThe Coordinator also asked that once Mr [redacted] gets the first bill to contact the Coordinator about an extended payment planThe Coordinator provided his phone number and advised Mr [redacted] that AEP Ohio has 1-business days to connect the service Please consider this matter resolved Thank you, Paula *I [redacted] AEP Ohio [redacted]
Complaint: [redacted] I am rejecting this response because: they say that is what was said but who else heard it besides the very people that I am filing a complaint with, who is to say they are not lying, who is going to spend the monies for a damn supeona, it is as it is, just saying that Revdex.com or myself should be able to listen to confirm otherwise like all else you have to accept their word and we all know what that is.I have been on vacation so unable to respond until now Sincerely, [redacted] ***
8/31/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 incorrectNo request to speak to a supervisor was heard on any callAfter reviewing the calls in reference to this issue, supervision of the agents were notifiedToday, 8/31/16, an AEP Ohio CSR went to customer's premise and re-read the meterMeter was under estimated in JuneOver read in JulyOver estimated in AugustCSR called customer and explained the estimations, and miss (over) reading of her meterAdvised customer a new bill will be sentBecause 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 estimationsCustomer thanked the CSR for the follow upThe customer has the CSR's direct contact information should she have any issues in the futurePlease consider this issue resolvedThanks, Sherry AEP Ohio
Good morning, In reference to Complaint ID # [redacted] Company has resolved the issue to my satisfactionComplaint can be closed from my stand point.Thank you for your assistance
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThe issue has been resolved; at least for the time being
There are 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 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 alongBetween 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 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 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 companyExtremely disappointing
8/21/ The outage of 8/11/occurred due to equipment failure of underground cableAt 7:a.moutage reported to AEP and our representative responded to find fuse openHe refused at 9:am restoring power to some customersRemaining customers were out until underground repairs were completed at p.m Please note - when outages occur, electricity is not being generated therefore the customer is not paying for any services On 8/20/an AEP Ohio CSR spoke with Mr [redacted] and again explained that AEP does not offer any "courtesy credit" for an outageHe immediately got upset and started to ask me why she was callingExplained that she was responding to his request to the Revdex.com and wanted to answer his questionsHe said, "If you are not going to give me anything, then I am going to continue to callI want to have a credit on my bill." The CSR advised him that she was sorry, but AEP Ohio does not give credits for outagesHe said that he wants to file a claim but does not know what damages he has---what is considered a damage? He also said that she told him that his home owner's would take care of his damagesExplained that maybe someone else that he spoke with told him that, because she did not mention his home owner's insuranceHe originally told the CSR (on 8/14/15) that he did not want to file a claim with AEPMr [redacted] would like to file a claim for damages because it was AEP's fault that there was an outage, then the power came back on, then there was another outageHe was out of power for 11-hours and did not ask for that Today, 8/21/15, an AEP claims representative spoke with Mr [redacted] and advised when AEP can and do not honor claimsAdvised AEP does not guarantee uninterrupted service and there are times when equipment fails and needs repairedAdvised this is claim we are not able to honor due to it was caused by equipment failure we could not anticipateMr [redacted] did not understand why some people came on around 10:a.mand he was not one of themExplained due to the underground failure, this caused a fuse to openOnce the fuse was put back in this restored power to those people affected by the fuse operation but not affected by the underground failureExplained he was affected by the underground failure and therefore his service was not restored until repairs to the cable had been madeHe wanted to know if we could apply a credit to his billAdvised that is something we could not do.A denial letter, with the Public Utilities Commission of Ohio terms and conditions of service, was mailed to the customer Please consider this request complete Thanks,
4/11/Reason for high bill was due to an input error of the meter readThe number was transposed and once discovered, the reading was corrected and new bill was generatedThe customer will soon have an AMI meter which will not rely on manual input of meter readsOn 4/9/and 4/11/an AEP Ohio Customer Service Representative left detailed messages advising of the errorThe Customer Service Representative provided their direct contact information for the customer to return the call should they have any questions or concernsPlease consider this issue resolvedThanks, Sherry AEP Ohio
I am rejecting this response because: I sent an e-mail with documentation proving that the payment posted to my accountI received no replyThe e-mail was sent to [redacted] Regards, [redacted] ***
11/11/On 11/08/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 purchasedExplained that AEP Ohio will replace the meter block and extend the line conductors if needed, and also waive the $same day disconnect & reconnect chargeThe three inch gap between the customer's riser pipe and the meter socket is an issue and must be addressed by the property ownerPossibly a remedy would be for the customer to lower the meter boxCSR 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 customerOn 11/10/the CSR called [redacted] who stated that he has had a contractor, extend the riser pipe to fill in the gap to the meter boxCSR notified meter department that the work has been completed and we will schedule the remaining repairsPlease consider this issue resolvedThanks, Sherry AEP Ohio
Rachel C [redacted] was mailed a disconnect on 07/20/as well as on 08/18/ Both notices did advise of service disconnect A phone call was also made on 08/19/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 MsC [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/which was her last contact and 08/23/when she was disconnectedOn 8/29/16, 8/30/and 8/31/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 madeThanks, Sherry AEP Ohio
9/28/An AEP credit coordinator spoke with Mrs [redacted] today, 9/28/The coordinator advised Mrs [redacted] that he will cancel the reconnect charge as requestedIt appears that based on the readings from 9/19/and 9/22/2016, the meter may not have been disconnectedMrs [redacted] was pleased with this resolutionPlease consider this issue resolvedThanks, Sherry AEP Ohio
8/7/ On 8/5/an AEP Ohio quality of service representative spoke at length to the customer regarding the outages and explained how the circuit worksHe also advised customer that he would be conducting a circuit inspection Thanks, AEP Ohio
3/15/We can not lower the bill to $and erase the remainder of the balanceWe can offer to set the customer up into a payment arrangement to help break up the large billAn AEP Ohio CSR attempted to contact the customer numerous times; however, the phone is not working properlyThe CSR emailed the customer advising we are unable to disregard the amount owed for electricity usedThanks, Sherry AEP Ohio
They can easy changed the Due day but they won't...Cause they keep tell me that P.U.Cset's this up....An it will miss up there meter reading...They keep informing me that I mail it out before the meter reading is due I won't be charged a late feel That is self is telling me that they can change the Due date on the billing Also I still haven't hard NOTHING back from [redacted] ! Regards, [redacted]
11/3/ On 10/30/an AEP Ohio CSR spoke to customer and advised his application and receipt did not meet our guidelines to receive rebateAdvised his receipt does not show 'manufacture, model number, and purchase price'Per ***, the receipt only shows a delivery charge and subsequent credit for the same amountAlso, our rebate is to offset the purchase of a 'new heat pump water heater that retails for $or greater' Thanks, [redacted] AEP Ohio
3/7/On 3/6/an AEP Ohio representative spoke with Ms [redacted] Explained that we have reviewed all the phone calls regarding the complaint filed with the Revdex.comExplained to the customer that she was not provided correct information on the last callExplained the estimated payment arrangement was set on the total account balance of $824.37, not a past due/partial balanceAdvised initial payment was set at $225.00, so $- $= $599.37/= $for each installmentExplained that since she opted for the six (6) month agreement the installment is added to the actual bill each monthAdvised when she called on 1/21/she explained to agent that she was having trouble with her heat pump and provided a meter readingThe agent explained that this February bill would be similar to the January bill based off of average daily usageExplained that the current AEP Ohio charges total $+ the provider charges of $= $current charges + $installment created $balanceExplained bill was sent on 2/8/showing that balance of $would draft from her account on 2/26/MsAtkinston requested the checkless payment option be removed from her accountThe representative cancelled the checkless payment option and advised no additional payments will be drafted from the checking accountAll future bills will be paid manuallyThe agent advised if she has any trouble with the March payment to contact her backThe agent provided a direct contact number for Ms [redacted] to callPlease consider this issue resolvedThanks, Sherry AEP Ohio
Mr [redacted] also filed a complaint with the Public Utilities Commission of Ohio (PUCO)I will supply a response directly to the PUCO, since AEP Ohio is regulated by themThe PUCO compliance investigator will contact Mr [redacted] directly to supply our findings Thanks,