4/6/Customer was removed from budget at the end of January due to being delinquentThis budget was only for their AEP chargesIt looks like the customer switched to Dynegy Energy Services in August A switch notification letter was sent out on 07/27/that gave them until 08/04/to opt out and deny the switchNo call by the customer was made, and the account switched on 08/25/All balances are valid per the Ohio Administrative Code approved by the Public Utilities of Ohio.An AEP Ohio CSR called the customer at the provided contact numbers of 740-605-and 740-347-with no success in speaking with the customerMessages were left on 4/3/18, 4/4/18, 4/5/and 4/6/and a letter was mailed to the premises on 4/5/requesting a return call so the CSR can explain the above informationThanks, Sherry AEP Ohio
Good afternoon This information is the response to the customer’s concerns When Ms [redacted] requested that the new address be placed in her name on 3/27/2017, it should have been done as a transfer of service with no outstanding debt requirement It was not done correctly This was the AEP Ohio associate's error AEP Ohio will address this error by coaching the employee in the proper way to transfer service for a customer The AEP Ohio Credit and Payment Coordinator attempted to contact Ms [redacted] to discuss her concerns, and left a message Please consider this matter complete Thank you, Paula SI***
11/28/Ms [redacted] also contacted the Public Utilities Commission of Ohio (PUCO) regarding this issueAn AEP Ohio customer service representative spoke with Ms [redacted] to resolve her concernsPlease advise Ms [redacted] to contact the PUCO to speak with her compliance investigator for resolutionReference complaint case # [redacted] Thanks, Sherry AEP Ohio
I'm sorry, what I meant was I was trying to pay a car payment but accidentally duplicated an old payment to AepSo a payment from October of $was resent to Aep from my online banking
Tell us why here 5/5/ An AEP Ohio forester had attempted to contact Mr [redacted] and left his contact information after the customer refused to permit the [redacted] Tree Crews from performing their routine circuit clearing on April 5thHe had attempted to contact Mr [redacted] on at least two occasions by visiting the residence and had no returned callThere was some miscommunication between the forester and the tree trimming crews due to another tree trimming complaint on the same circuitWhen the forester explained that permission had been granted to go on property, the tree trimming crew assumed it was for both propertiesThis is the three phase area of the circuit which has an easement giving authority to trim the areas within the Right of WayThe mulberry trees were not mature and the stumps are in the attached photos all are estimated to be less than inches in diameterThese are brush sized and crews had no reason to believe otherwise as the area is overgrownAt least one tree was growing approximately an inch from the fence line, further adding to the confusion of the trimming team and the reason the electric dog fence was compromisedIf the customer had contacted the forester after the circuit was phone blasted or after being contacted by [redacted] Tree Service we could have possibly avoided the issueIt is the Company’s practice that a customer must have a receipt or proof of purchase for planted trees in order for reimbursementThrough conversations with the customer, the Company could not confirm that the trees were purchased so the customer was not reimbursedThe invisible dog fence is not buried but strung along the chain link fence and was repaired the morning of 5/2/by the AEP Ohio forester An AEP Ohio forester spoke with Mr [redacted] on 5/5/to explain that he had repaired the invisible fence and that without any type of documentation, we could not compensate him for the trees he felt were of monetary valueHe quickly responded back that "for fun, he will continue to file complaints to keep us busy because he feels he did nothing wrong"The forester informed Mr [redacted] that if he had any further questions or if there was anything else the forester could do, to please feel free to contact him directly at any time This issue has been resolved Thanks, Sherry AEP Ohio
4/1/ AEP is viewing this as an attempt to switch names on the service to avoid payment of a debt accrued at this addressAEP has asked that [redacted] provide documentation that there has been a change in the householdWe have provided the following types of documentation: a lease or utility bill in her name from their prior address which shows that they just moved into this location, a lease or utility bill showing that the previous customer has moved to a different address, or bring the previous customer's account currentIt is AEP's belief that there has been no change in the household The previous customer at this address was closed on 3/1/with a large outstanding amount dueService had been disconnected on 3/28/as we had not completed application for service at the addressMs [redacted] applied for service at the address on 3/30/ On 3/31/an AEP credit coordinator attempted to call [redacted] - no answer, left message Thanks, Sherry AEP Ohio
7/18/On 7/17/an AEP Ohio CSR spoke to [redacted] to explain that the original copies of the electric bill were for a different address than what was listed on the rebate applicationAlso advised [redacted] the original application was not completely filled outDue to these numerous factors there was a delay in processing her rebateExplained that we have now received all of the correct documentation and we are currently processing her rebateAdvised it will take anywhere from to business days for the rebate to be sent to herThe CSR provided [redacted] her direct contact information should she have any further questions or concernsPlease consider this issue resolvedThanks, Sherry
8/6/ On 7/31/ [redacted] applied to service at [redacted] Lane, Canal Winchester to be effective 8/7/ Requirement: Payment of an old debt - amount needed $1, Old Debt: PIPP Plus account at [redacted] Drive, Columbus - service period 5/31/to 9/17/Total amount: $3, PIPP default amount: $1,($(PIPP amount due at close of account) plus $1,(months [redacted] PIPP amount $42.00) Order to establish service in Ms [redacted] 's name was released 8/5/ The amount needed of $1,was paid or pledged: Payments received: 8/4/- $and $990.00; 8/5/- $42.00; Neighbor to Neighbor Pledge received: $ On 8/5/an AEP credit representative attempted to call [redacted] at the two phone numbers available - no answer, left message Please consider this request fulfilled Thanks, AEP Ohio
9/16/AEP Ohio sent an e-mail to Mr [redacted] on 9/16/advising that an explanation of his first PIPP payment should have been provided to him at the time of enrollment at the agencyThat information is also discussed in detail within the information packetThe same packet that Mr [redacted] was asked to sign during his appointmentUnfortunately, all too often no discussion is had with the customer about the first PIPP requirement, and most people do not read everything included in their paperworkPIPP is a state of Ohio plan; not an AEP Ohio programJust like the customers we are bound by the rules and regulations that are set up through the stateRegarding the time frame given to Mr [redacted] to make his payment, because it is a requirement for the PIPP Plus programIt is not an actual bill, and customers are not given the same time frame to make that initial paymentTo give an example: if you had a bill due on 8/01/2016, and you paid the bill in fullThe next day on 8/02/you go to get on PIPP; even though you made a payment the day before, you would still have your first PIPP due on 8/02/Again, we regret any confusion to the customer regarding the state of Ohio PIPP program may have causedWe encourage customers to review all paperwork provided by the agency, or call the agency for further explanation of the PIPP programPlease consider this issue resolved on behalf of AEP OhioThanks, Sherry AEP Ohio
As a regular part of our partnership, [redacted] does not have the authority to cancel service for any customersCustomers are the only ones allowed to cancel their service.For this situation, [redacted] has left a message for Ms [redacted] to contact them concerning the problems she is having cancelling her serviceTogether, Ms [redacted] and [redacted] will conference with AT&T to get this part taken care ofUnfortunately, AT&T will not allow [redacted] to cancel the order on the customer's behalf, and they require that she be on the line to make the requestAEP called the customer today, 5/523/to discuss her issues [redacted] needs to cancel her old AT&T serviceWhile the responsibility to cancel service lies with the customer, [redacted] will be assisting the customer today with cancelling her old serviceAEP reached out to [redacted] so they are expecting a call from [redacted] Additionally, the AEP representative provided his direct contact information to [redacted] for her contact after she speaks with [redacted] to verify her satisfactionAfter helping [redacted] , [redacted] will provide AEP with a summary of each step in the processThanks, Sherry AEP Ohio
4/6/Customer was removed from budget at the end of January due to being delinquentThis budget was only for their AEP chargesIt looks like the customer switched to Dynegy Energy Services in August A switch notification letter was sent out on 07/27/that gave them until 08/04/to opt out and deny the switchNo call by the customer was made, and the account switched on 08/25/All balances are valid per the Ohio Administrative Code approved by the Public Utilities of Ohio.An AEP Ohio CSR called the customer at the provided contact numbers of 740-605-and 740-347-with no success in speaking with the customerMessages were left on 4/3/18, 4/4/18, 4/5/and 4/6/and a letter was mailed to the premises on 4/5/requesting a return call so the CSR can explain the above informationThanks, Sherry AEP Ohio
Good afternoon This information is the response to the customer’s concerns When Ms [redacted] requested that the new address be placed in her name on 3/27/2017, it should have been done as a transfer of service with no outstanding debt requirement It was not done correctly This was the AEP Ohio associate's error AEP Ohio will address this error by coaching the employee in the proper way to transfer service for a customer The AEP Ohio Credit and Payment Coordinator attempted to contact Ms [redacted] to discuss her concerns, and left a message Please consider this matter complete Thank you, Paula SI***
11/28/Ms [redacted] also contacted the Public Utilities Commission of Ohio (PUCO) regarding this issueAn AEP Ohio customer service representative spoke with Ms [redacted] to resolve her concernsPlease advise Ms [redacted] to contact the PUCO to speak with her compliance investigator for resolutionReference complaint case # [redacted] Thanks, Sherry AEP Ohio
I'm sorry, what I meant was I was trying to pay a car payment but accidentally duplicated an old payment to AepSo a payment from October of $was resent to Aep from my online banking
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me
Tell us why here 5/5/ An AEP Ohio forester had attempted to contact Mr [redacted] and left his contact information after the customer refused to permit the [redacted] Tree Crews from performing their routine circuit clearing on April 5thHe had attempted to contact Mr [redacted] on at least two occasions by visiting the residence and had no returned callThere was some miscommunication between the forester and the tree trimming crews due to another tree trimming complaint on the same circuitWhen the forester explained that permission had been granted to go on property, the tree trimming crew assumed it was for both propertiesThis is the three phase area of the circuit which has an easement giving authority to trim the areas within the Right of WayThe mulberry trees were not mature and the stumps are in the attached photos all are estimated to be less than inches in diameterThese are brush sized and crews had no reason to believe otherwise as the area is overgrownAt least one tree was growing approximately an inch from the fence line, further adding to the confusion of the trimming team and the reason the electric dog fence was compromisedIf the customer had contacted the forester after the circuit was phone blasted or after being contacted by [redacted] Tree Service we could have possibly avoided the issueIt is the Company’s practice that a customer must have a receipt or proof of purchase for planted trees in order for reimbursementThrough conversations with the customer, the Company could not confirm that the trees were purchased so the customer was not reimbursedThe invisible dog fence is not buried but strung along the chain link fence and was repaired the morning of 5/2/by the AEP Ohio forester An AEP Ohio forester spoke with Mr [redacted] on 5/5/to explain that he had repaired the invisible fence and that without any type of documentation, we could not compensate him for the trees he felt were of monetary valueHe quickly responded back that "for fun, he will continue to file complaints to keep us busy because he feels he did nothing wrong"The forester informed Mr [redacted] that if he had any further questions or if there was anything else the forester could do, to please feel free to contact him directly at any time This issue has been resolved Thanks, Sherry AEP Ohio
4/1/ AEP is viewing this as an attempt to switch names on the service to avoid payment of a debt accrued at this addressAEP has asked that [redacted] provide documentation that there has been a change in the householdWe have provided the following types of documentation: a lease or utility bill in her name from their prior address which shows that they just moved into this location, a lease or utility bill showing that the previous customer has moved to a different address, or bring the previous customer's account currentIt is AEP's belief that there has been no change in the household The previous customer at this address was closed on 3/1/with a large outstanding amount dueService had been disconnected on 3/28/as we had not completed application for service at the addressMs [redacted] applied for service at the address on 3/30/ On 3/31/an AEP credit coordinator attempted to call [redacted] - no answer, left message Thanks, Sherry AEP Ohio
7/18/On 7/17/an AEP Ohio CSR spoke to [redacted] to explain that the original copies of the electric bill were for a different address than what was listed on the rebate applicationAlso advised [redacted] the original application was not completely filled outDue to these numerous factors there was a delay in processing her rebateExplained that we have now received all of the correct documentation and we are currently processing her rebateAdvised it will take anywhere from to business days for the rebate to be sent to herThe CSR provided [redacted] her direct contact information should she have any further questions or concernsPlease consider this issue resolvedThanks, Sherry
8/6/ On 7/31/ [redacted] applied to service at [redacted] Lane, Canal Winchester to be effective 8/7/ Requirement: Payment of an old debt - amount needed $1, Old Debt: PIPP Plus account at [redacted] Drive, Columbus - service period 5/31/to 9/17/Total amount: $3, PIPP default amount: $1,($(PIPP amount due at close of account) plus $1,(months [redacted] PIPP amount $42.00) Order to establish service in Ms [redacted] 's name was released 8/5/ The amount needed of $1,was paid or pledged: Payments received: 8/4/- $and $990.00; 8/5/- $42.00; Neighbor to Neighbor Pledge received: $ On 8/5/an AEP credit representative attempted to call [redacted] at the two phone numbers available - no answer, left message Please consider this request fulfilled Thanks, AEP Ohio
9/16/AEP Ohio sent an e-mail to Mr [redacted] on 9/16/advising that an explanation of his first PIPP payment should have been provided to him at the time of enrollment at the agencyThat information is also discussed in detail within the information packetThe same packet that Mr [redacted] was asked to sign during his appointmentUnfortunately, all too often no discussion is had with the customer about the first PIPP requirement, and most people do not read everything included in their paperworkPIPP is a state of Ohio plan; not an AEP Ohio programJust like the customers we are bound by the rules and regulations that are set up through the stateRegarding the time frame given to Mr [redacted] to make his payment, because it is a requirement for the PIPP Plus programIt is not an actual bill, and customers are not given the same time frame to make that initial paymentTo give an example: if you had a bill due on 8/01/2016, and you paid the bill in fullThe next day on 8/02/you go to get on PIPP; even though you made a payment the day before, you would still have your first PIPP due on 8/02/Again, we regret any confusion to the customer regarding the state of Ohio PIPP program may have causedWe encourage customers to review all paperwork provided by the agency, or call the agency for further explanation of the PIPP programPlease consider this issue resolved on behalf of AEP OhioThanks, Sherry AEP Ohio
As a regular part of our partnership, [redacted] does not have the authority to cancel service for any customersCustomers are the only ones allowed to cancel their service.For this situation, [redacted] has left a message for Ms [redacted] to contact them concerning the problems she is having cancelling her serviceTogether, Ms [redacted] and [redacted] will conference with AT&T to get this part taken care ofUnfortunately, AT&T will not allow [redacted] to cancel the order on the customer's behalf, and they require that she be on the line to make the requestAEP called the customer today, 5/523/to discuss her issues [redacted] needs to cancel her old AT&T serviceWhile the responsibility to cancel service lies with the customer, [redacted] will be assisting the customer today with cancelling her old serviceAEP reached out to [redacted] so they are expecting a call from [redacted] Additionally, the AEP representative provided his direct contact information to [redacted] for her contact after she speaks with [redacted] to verify her satisfactionAfter helping [redacted] , [redacted] will provide AEP with a summary of each step in the processThanks, Sherry AEP Ohio