Appalachian Power Company

A company representative contacted the customer and explained the reason for the higher bills, especially during the month of FebruaryThe meter at the customer's residence tested accuratelyTherefore, energy billed was energy usedThe meter electrician spoke with the customer after the test and explained the resultsThe meter was also replaced since the display had fadedThis will make it easier for the customer to monitor usage at the residenceThe faded display, however, did not affect the reading since company representatives do not visually read meters anymoreThe reading is transmitted to a mobile data collector as it passes through the neighborhood

Appalachian Power Company's last electric rate increase in West Virginia was in While rates have risen over time, the Company's price for electricity remains below the national averageThe Company’s service territory experienced an extreme cold spell for days from 12/26/to 1/7/18, resulting in an adverse effect upon our customer’s bill during that time The average temperature for this time period was degrees; the average for this time period is degrees meaning the average temperature was twice as cold as normal Also the billing period fell during the holidays when customers are normally home more often, have guests, cook more and use extra lighting for decorations, etcThe Company offers energy efficiency tips on the Company’s website and an energy calculator that customers can utilize to determine where their usage is coming from There is also information on how heat pumps work The Company also encourages customers to contact the Company to request a free energy audit, please refer to the following website: [redacted]

The company tested the customer’s meter on 2/8/@ 10:AMThe meter tested within acceptable limitsThe company recommends the customer request the property owner to verify the building is wired properly and each meter serves the correct apartment, as labeled

Company records indicate there was a month period (delay) between when the initial check was issued and the customer notifying the Company that the check had not been receivedOnce the customer informed the Company the check had not been received, a technical issue with the vendor further delayed the issuance of the replacement checkThe company’s vendor is in contact with the customer and a new check was printed on 6/A company representative will continue to follow up with the customer to make sure the check is received

On 11/13/a company representative followed up with the customer to inquire about a hotel stay as a result of the service disconnectionThe customer stated the family did not stay at a hotelInstead, the family stayed with a relativeThe customer conveyed satisfaction with the company’s actions and the outcome of the investigation and is not seeking additional monetary compensation

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 appearTh reason I dont agree with the response is because there was a balance that was in my ex husband's name soley and AEP in November of moved his balance to my account that was soley in my name when I called to start new service in my nameHis account number was [redacted] and if that wasnt his account number then they need to research by his name of [redacted] They made his account balance zero and stuck me with his bill when we werent even together Regards, [redacted]

The Company has mailed required notice in accordance with all applicable guidelines for the State of VirginiaThe Company declines to enter into additional arrangements and asks that past due balance be received immediatelyThe Customer has been in contact with APCo management and various supervisorsPlease find attached a portion of the response provided by APCo management: MrCustomer, I no longer have responsibility for APCo residential customer serviceHowever, I did make an inquiry on your behalf and was advised of the following: A considerable portion of the balance owed was transferred your former account at XXXX AvenueService was discontinued on there on May 25, and our records indicate that you defaulted on a previous pay agreement on that account in the past monthsBased on current policy, you would not be eligible for another agreement due to the multiple defaults incurred I am told the returned check did not cause the pay agreement to default, since the pay agreement did not default until July 17, 2014, nine days after your check was returned on July 8, Failure to make a valid payment by the agreed upon date resulted in the pay agreement default As of today, our credit department advises you have yet to make restitution for the returned check Under these circumstances, I am afraid there is nothing I can offer of assistanceI will forward this response and your email to a supervisor in our Customer Solutions Center in order to make them aware of your concerns

The deposit was requested due to the customer’s failure to maintain or establish satisfactory creditThe deposit was charged and billed in three installments in accordance with all applicable guidelines of the State of Virginia and the Virginia SCCThe Company declines to waive the deposit

The customer's outdoor lighting account was closed on 11/18/At that time, the customer advised a Company representative [she] was also paying for outdoor lights at a barnThe customer indicated one of the lights required repair and upon visiting the site, a Company representative determined the barn lights were customer-owned When the customer requested the electric account in 2008, an outdoor lighting account was previously associated with the premiseThe customer requested both accountsHowever, recently the Company learned the lights are not located on the portion of the property purchased by the customer The customer previously agreed to months of usage for the lights to be credited to the electric accountOn 12/15/a credit in the amount of $was completedHowever, now the customer requested credit to the original account open date of 3/12/ The Company agreed to credit the account to 3/12/The account history will have to be manually re-created which will require additional time to complete A Company representative advised the customer the Company would refund the additional amount, however, the refund would not be immediate due to the requirement to manually recreate the account history

The company asserts the concern expressed is an attempt to avoid disconnection of serviceThe company verified the complainant as the tenant at the premise(s) of the disputed accounts before the recent account was openedOther information, such as assistance pledges and payment patterns across all accounts support that the disputed account(s) and current account belong to the same personThe email address the company has on file for both the disputed service and active service are identicalAll three accounts have an extensive history of using BillMatrix to make fraudulent check payments using closed bank account numbersThe only “good” payments the company has received were from state and federal assistance save one payment for $paid on 12/04/The payment was applied to accounts spanning months of serviceThe company, to date, has not received any payment which was not rejected for the “new” account The company has extended the account due to medical need At this point, the only resolution is for the customer to pay the billThe company will accept only a cash payment

On 10/21/a company forestry representative contacted the customer and advised the company needed the signed tree replacement contract returned that was emailed earlier in the weekThe representative inquired as to what species were chosen for replacement (white dogwoods)The representative advised that an attempt would be made to have the trees added to the fall planting which should be occurring in the next couple weeksThe representative contacted the company’s tree replacement contractor and inquired about adding the customer's trees to the scheduleThe representative agreed to follow up with the customer once an answer is received from the contactor

This is an Appalachian Power customer Please forward to your contact in Virginia Thanks, [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 As I stated to the representative and manager that I spoke to, the issue is that there is a charge of $for a residence that I never lived in I have no problem paying for the service that I used I just don't understand why I am responsible for service at an address that I never lived at I can provide proof of where I lived when the charges of $were made I have no problem paying for the electricity for the home that I live inI am willing to v provide notarized statements from several of my neighbors proving where I was residing when the charges of the $were made I should not be held liable for paying for service that I did not useAll I want to do is pay the amount owed for the home I live in and have lived in for the past year and get the account into my name I am not disputing any of the bill at my home because I did use that electricityI just don't feel that I should be responsible for paying an electric bill for a home that I never lived in and can prove that I didn't live there when the charges were made 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 eight out of the previous twelve billings have failed to be paid in full by next bill dateCompany 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 billed

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]

In order for same day reconnect, full arrears and reconnect fee must be paid by 5pm M-FHowever, the customer has an option to pay a higher reconnect fee between 5-7pm for same day reconnectThere is also an additional reconnect fee available for weekends and holidays 8/21/ 1:04pm Company disconnected the meter for non-payment 5:25pm – Customer was made aware that $was required for reconnect and to turn off main breaker 6:50pm – Customer was made aware that $was required for reconnect and to turn off main breaker 6:57pm – Company received a $payment 7:04pm – Customer was made aware an addition $was needed to restore the next business day and to turn off main breaker 7:12pm – Company received a $payment 8/22/ 12:16am – Company received a $payment and company issued a reconnect order to restore service the same day 8/22/ 9:28am – Company attempted to reconnect the meterCompany was unable to reconnect the meter because the customer’s main breaker was on causing a load on the meter and making it unsafe 6:22pm – The customer notified the company that the main breaker was in the off position and the order was released for the next business day 8/25/ 8/25/ 12:28pm – Company reconnected the meter Upon review of the account, the company understands how the customer could be confused by the information provided between 8/21/and 8/22/However, customer was made aware of the requirements for reconnection, at least three times, before making a paymentBecause the full payment was not received until 12:16am on 8/and because the main breaker was on when company tried to reconnect service at 9:28pm on 8/the order was rescheduled for the next business dayThe customer was offered and elected not pay the amount required for a reconnection on a weekend or holiday

A company representative contacted the customer and advised thata check is on the way and agreed to a follow up call to assure the customerreceives the check. The company discovered the drivers that performed thepick-up were inadvertently providing incorrect information to the customer,... i.e.the check would be delivered in 2 weeks. The actual typical time is 4-6weeks, and the contractor provided the crew the correct time table.

A company representative advised the customer on 1/8/a credit would be issued beginning with the account’s initial open date of 3/12/The customer indicated an understanding it would take a while to get the credit issuedThe representative agreed to provide the amount of the credit as soon as the information became available

The company replaced the bulb and eye to complete the repairs to the customer's outdoor light on 12/3/

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am basically being called a liar by this company I spoke with them and informed me they spoke with my new and current landlords to verify this alleged past information they refuse to provide me with any of this information.
Regards,
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