Appalachian Power Company

Appalachian Power Company rates have not changed since mid-A review of the customer’s electrical usage revealed similar consumption as compared for the same period during previous yearsFrom December 26, through January 8, 2018, the average temperature was degrees compared to the historical average temperature for this period of degreesCompany records indicate the residence is all electric An extended cold spell will increase electric usage for heating and water heatingAll meter readings for the premise are actual readings BILL TO NO BILLING BILL DATE DAY KWH TOTAL 01/08/ 3, 12/06/ 1, 01/10/ 1, 12/06/ 01/11/ 1, 12/07/ 1, 01/09/ 1, 12/08/ 1, 01/09/ 4, 12/06/ 1, 01/09/ 3, 12/05/ 2, 01/06/ 5, 12/06/ 5,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Both of the provided phone numbers are "CARD SERVICES" by [redacted] There is no method of accessing any sort of information whatsoever without providing a [redacted] credit or debit card number I am not able to contact an operator These phone numbers do not put me in contact with anyone at [redacted] who is capable of providing me information regarding my refund Regards, [redacted] ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] I am dissatisfied because they are providing a service that you have to have I thinks it unfair that they are charges extra deposits base on credit score or late payments It not like you can chose of electric companiesI sure I not the only oneI would like a copy of VA SCC law they are referring toI will pay the bill, because I don't have a chose,, because I have to have electric so all in all they will be holding $as a deposit Regards, [redacted] ***- [redacted]

The Company tested the meter on 1/20/with two maintenance personnel from the apartment complex present The customer was not able to be present at the time of the test The meter tested within acceptable limitsA Company representative contacted the customer and provided the results of the test The representative also explained the causes for the usageThe customer indicated satisfaction with the Company’s action

The Company requested a security deposit in the amount of $to be paid in three installments per rules and regulations approved by the Virginia SCC The deposit was requested in accordance with all applicable guidelinesThe Company declines to waive the deposit and asks that it be paid as billedA Company representative previously contacted the customer on 7/24/and explained the deposit billing and the reason for deposit

On 2/10/a company representative spoke at length with the daughter of the customerThe representative explained how the average daily usage is less this year than previous years and the usage follows the same pattern every yearAn explanation of weather conditions as the main determining factor for an increase or reduction in kWhs during a particular billing period was also providedThe electric usage for the 2,square foot house was considered very efficientThe representative also assured the daughter the meter is operating OK and the actual reading are being received remotelyThe representative provided an email address should further information or help is required in the future

On 9/10/a company representative spoke with the customer and apologized for the lack of customer service [she] received during previous calls to the companyThe representative informed the customer of the next bill reading date and advised the customer to call the company should a bill statement not be received by 9/26/The customer informed the representative the Post Office advised the problem should be corrected by now

The customer transferred service from one address to another on May 5, 2014; both of the accounts were in the customer’s name onlyThe accumulated balance was the result of the customer’s previous account which was active for over five (5) months, but only two (2) payments were made to the account The balance owed by the customer is owed entirely by the customer and has nothing to do with the ex-husbandThe company denies the request to refund any payments

In response to the original complaint, the company fully researched all accounts, including the account the customer referenced in the rejectionThe customer was exclusively responsible for both accountsThe company comprehensively investigated the customer’s claims and found the claims to be without meritThe company declines to refund any money paid to account balances owed by the customer

I do have caller id/voicemail and no calls or messages were receivedI want somebody to come out and physically check the meter at the box beside the house I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Deposit charged and billed in accordance with all applicable rules and regulations for the State of VirginiaDeposit has been requested for failure to maintain satisfactory credit as defined in Virginia SCC approved terms and conditions of serviceCompany records indicate eleven out of the previous twelve billings have failed to be paid in full by next bill dateDue dates are established per Virginia SCC tariffs and are based on bill dateA review of Company records indicate customer bill date was not changed a year ago and has not been changed in last monthsDue dates may vary 3-days depending upon holidays and weekendsCompany declines to waive depositDeposit has been billed in three installments in accordance with rules and regulations for the State of VirginiaCompany asks that deposit be paid as billedThe company did provide notice on the August bill showing deposit warning

Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not feel it is fair to the customer who is already struggling to require additional money to be paid I paid my late fees Further more I did not receive a paper copy of the bill stating this would happen I pay my bills online and did not see the message because it was hidden in all the legal jargon on the left of the bill Who reads that anyway If you are going to impose fees on some one, do it where it is for sure going to be readyLike how you put TERMINATION NOTICE, in big bold letters to let someone know they are going to be terminated if payment is not received

DEPOSIT ASSESSMENT: APPALACHIAN POWER ASSESSES DEPOSITS BASED UPON APPROVED PRACTICES REVIEWED BY THE PUBLIC UTILITY COMMISSION AT THIS TIME A MINIMUM DEPOSIT FOR ACCOUNTS WITH ELECTRIC HEAT IN [redacted] IS $(STANDARD FOR ALL ADDRESSES.) IN [redacted] CUSTOMERS HAVE THE OPTION OF PROVIDING A LETTER OF CREDIT FROM THEIR PREVIOUS UTILITY IF A SATISFACTORY LETTER IS RECEIVED THE COMPANY WILL REMOVE THE DEPOSIT FROM THE CUSTOMER’S ACCOUNT AND APPLY ANY DEPOSIT THAT HAS BEEN PAID LETTERS OF CREDIT ARE ACCEPTED FROM GAS, WATER OR ELECTRIC UTILITIES THAT SHOWS ON TIME PAY HISTORY THIS MAY BE FAXED TO [redacted] OR MAILED TO [redacted] SERVICE PROVIDERS: APPALACHIAN POWER IS THE SERVICE PROVIDER FOR THIS CUSTOMER’S ADDRESS THERE ARE OTHER PROVIDERS IN THE STATE IN DIFFERENT LOCATIONS BUT NOT FOR THIS PARTICULAR ADDRESSIN ADDITION, THE COMPANY WILL REVIEW PREVIOUS CALLS ASSOCIATED WITH THE CUSTOMER TO DETERMINE IF ANY REPRESENTATIVE ACTED INAPPROPIATELY

A company representative reviewed the customer’s previous month billing/usage history The usage/bill increased during the billing period of 12/7/to 1/9/as a result of the on-going arctic blast in the area from mid-December into January The Billing was for days of usage, also The customer is eligible for AMP which would be $each monthThe meter was tested 12/8/and installed 2/27/The meter appears to be accurate as it fluctuates with usageThe current bill is higher than January 2017, but this is due to the extremely cold temperaturesFollowing are comparable usage history: Date Days KWH 01/ 01/11/ 01/12/ 12/07/ 12/08/ 12/09/

Customer is on budget billing and has failed to pay the bill in full twelve out of the past twelve monthsCustomer has paid only when disconnect notices for the past due balance were issuedDeposit has been requested in accordance with all applicable guidelines for the State of VirginiaBecause customer pays something every month, Company will waive deposit this instance and asks that account be made current by due date of this month's billing which is 9-15-Failure to pay bill in full each month may result in addition of deposit to the account again at a later dateIf this occurs, Company will not remove deposit a second time Budget billing is not a fixed contract to pay a set amount each monthBill amounts fluctuate due to increased rates and increased consumptionFor this reason, it is imperative that full payment, not partial payment, be received each and every monthCompany has removed customer from budget billing for failure to pay bill in full each monthAccount balance, after removal from budget and removal of deposit, is $Company asks that this amount be received on or before 9-15-

I spoke with representative at local AEP office, we are in talks still regarding this matter I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

The company removed the debt

Previously the company denied the customer’s reimbursement claim for loss of perishable food items A company representative contacted the customer on 12/30/to verify the electric meters were switched as claimed by the customerCompany records indicate the customer’s power had been off approximately four hours on the day of the mistaken disconnection of service - not nine as the customer had claimedThis was not enough time to have caused damage to refrigerated goodsSimply, as a point of comparison, the Department of Social Services denies any food damage claims to clients on SNAP benefits for outages less than eight hours.On 1/6/the representative visited the site to check the metersThe representative observed that it appears the landlord mislabeled the meter basesThe landlord owns the meter basesIt is the responsibility of the landlord or contracted electrician to accurately label the meter bases APCo has no way of tracing internal wiring and does not get involved in any way with wiring or switchgear beyond the meterThe company connects company owned meters according to the labeling at the meter basesHence, mislabeling of a meter base is not the fault of the company.Company records indicate the customer had not contacted the company regarding switched meters until the December incidentCurrently, the company is addressing the switched meters in the company’s billing system so the mistake doesn't happen againThe account is also being reviewed to determine if the customer is entitled to any credits.The company denied the damage claim because (1) Not enough time passed for food spoilage to take place, and (2) Accurate labeling of the meter bases is the responsibility of the landlord - not APCoIt is unfortunate that this happened, but Appalachian Power Company does not assume any liability in this situation

Customer's usage is similar for the same period, previous yearsFrom December 26, through January 8, 2018, the average temperature was degrees compared to the historical average temperature for this period of degreesWhen temperatures drop significantly, home heating systems will run longer and work harder, using more energy in the processA typical house would have required percent more heat energy (BYU) than for the same period last year With heat pump supplemental heat, the total electrical energy (kWh) required could be 3-times moreThe customer is all electric An extended cold spell will increase electric usage for heating and water heatingIf the customer has a heat pump, less efficient supplemental electric resistance heat automatically comes on when the outdoor temperature is below 25-degrees Although this is part of its operation, supplemental heat uses 2-times as much energy to provide the same amount of heat as a heat pump's compressorAll meter readings for the premise are actual readings READING NUM DATE DAY USAGE _ 01/22/ _ 12/19/ _ 11/16/ _ 02/21/ _ 01/23/ _ 12/20/ _ 11/17/ _ 02/22/ _ 01/25/ _ 01/21/ _ 12/21/ _ 11/18/ _ 02/23/ _ 01/22/ _ 12/19/

The company disconnected the service due to a damaged meter base which created an unsafe conditionThe service has been damaged at this location numerous times, including the removal of three Fort Knox locksThe company was notified of a completed city inspection on 2/27/and a completed electrical inspection on 3/3/Company crews were dedicated to major storm restoration activities beginning 3/1/and lasting until 3/5/which affected over 100,customers at the timeSince the storm the company has been addressing a backlog of previously scheduled installations, etcThe company plans to reconnect the service on 3/10/The customer also notified the Public Service Commission of their concern