Appalachian Power Company

Revdex.com:
I have reviewed the response 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.None contacted meThe way the recycling office deals with customers is simply ridiculousYou may have to wait for hours to talk to customer service and then your call may be transferred and you might have to wait more timeI am pretty sure that this is the office standardIf you do not believe that just call the office
Regards,
*** ***

The company connected service on 7/22/

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 I do not feel that I should be responsible for my ex husband's account that was not in my nameAEP should of by law gone after him for the balance that he owed them.
Regards,
*** ***

The company reviewed the account usage and determined the customer was billed on the correct tariff according to the recorded demandEven though the customer may be utilizing the building sparingly, a sudden change in a heat, air conditioning, water heater setting, etccan cause the demand to
raise, resulting in a higher demand cost

The Company repaired the light on 1/20/

Deposit has been requested in accordance with all applicable guidelines for the State of Virginia as customer has failed to maintain satisfactory creditDuring the past months, customer has failed to pay bill in full by next scheduled read date times and has had service disconnected for
nonpayment one timeCompany declines to waive depositCompany has billed deposit in three installments per Virginia requirementsCompany asks that deposit be received as billed

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 spoke to one woman when I called in and explained my hardship and that I was getting back on track and a $charge on top of what I already owed was impossibleher response was "well if you would pay your bill" and I replied I would pay my bill if I had the money I have two kids to feed and provide for and been out of work for months and the electric has only been turned off once in the past years I feel I should have another chance before having a $deposit forced on me!!!
Regards,
*** ***

The Company is unable to determine an account for the ComplainantPlease provide a valid account number. Also, please note, the Company will only respond to a customer who is listed as the account holder

A company representative reviewed years of kwh usage and determined January usage was similar with January & usagesActually the customer used 1300+ more kilowatts January Company records indicate the meter was read every month via actual transmission to a mobile data
collectorThe meter is fluctuating up & down with usage as expectedUsage indicates the mobile home consumes a large number of kwh’s during the main heating season of January & February, then begins to drop dramatically February to March. This would indicate an electric furnace in the homeThe January billing cycle contained days of usage as well, which is additional days to the December billing. The company placed the customer on a payment plan effective 12/21/ Also, the company investigated a power quality concern (flickering lights) on 2/3/and determined no problems existed with Company facilitiesA copy of the year Use History plus high/low temp data for the area during December & January can be mailed to the customer upon request

The customer has a poor payment profile with the Company The customer currently owes $with $being a past due amount. Since the open date of 7/1/15, the account has never been paid in fullThe account has been in day arrears once, day arrears twice and day
arrears eight times When the account was opened the customer paid a deposit of $170.00, but the average bill at this location is over $per month, which is the reason for an additional $depositThe additional deposit is added to the account in three payments - the first installment of $was billed to the account on 4/14/ The $payment the customer referenced was credited to the account on 2/19/The payment is included in the customer's bill dated 3/15/in the amount of $ Appalachian Power processed the account according to the Terms and Conditions of Service as filed and approved by the WV Public Service CommissionThe company declines removal of the deposit billing of $and the $amount paid was credited to the account on the date the payment was received. The customer has been advised

A company manager is reviewing calls with the customer and will take appropriate action as neededThe customer's account is scheduled for collection activity on 1/16/As long as any disconnect notice amounts are paid in full before 1/there will not be any interruption in service

The electric bills of me and everyone I know have gotten so astronomical that some of us are unable to pay them yet Appalachian Power doesn't care to come and shut the power off to me and my small child and I have an oxygen machine but I cannot afford to pay these mob boss prices

When the customer applied for service on 1/11/the system inadvertently failed to initially delay the order to connect the electric service as a result of unauthorized use of electricity at the premise and past debtsHowever, this does not relieve the customer of an obligation to pay two previous
debts owed the company

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
Regards,
*** Preston I understand that I am fighting a losing battle and that it is "the responsibility of the landlord to label meters correctlyHowever there is some statements that are not true. The power was not restored within hoursNor was it restored by the electric company My power was turned off around 10am I placed calls to the main company in Ohio and the local coabout every hourMy room mate turned the power on by resetting the switch in the meter the we thought was not ours, hence the power came onThat is how I discovered the meter crossThis was almost pmI know this because I needed to go to work at this timeI also called them and told them that they do not need to come out to restore power because I did it myselfThey need to check the phone records. The other issue I have with the response is that there have been no reports of this incident until 12/15/This has happened to me since I called the main company in Ohio, not the local co12/15/is the first time I have ever called them with any issues because I did not have the local numberI was using the number on my bill, which is the main companyThey need to check those records. As far as SNAP benefits goes, I did not try to get any assistance from them because I was not aware that I could. So like I said before, I understand that I am not getting anywhere with this situationThis company is more powerful than ISo, I give up

The company detected unauthorized usage of electricity on the meter at the customer’s address on 1/7/An order to disconnect the service was issued, and the meter disconnected on 1/11/16.The customer’s request for service was place on-line at 6:30pm on 1/12/The electric service was already disconnected at that timeFor an as-yet undetermined reason, the disconnect order of 1/11/failed to update the meter status in the company’s system to reflect the disconnectionWhen the customer’s order was placed, the meter appeared to be connected; as a result, the customer was informed that they would have days to pay the required depositThis is the process when a meter is connected at the time a service application is receivedIf the 1/11/disconnect order had updated the meter status properly, the customer would have been informed that a deposit payment was required to be paid immediately, and the order to connect service would not be worked until receipt of that paymentThis is the process when a meter is disconnected at the time a service application is received(The deposit was required because of the customer’s poor credit history with our companyA Social Security number match determined the customer owes a balance of $to ***, and $to *** *** ***)The company is investigating to determine the origin of the disconnect order failure to update the meter status, which is the reason for the miscommunication with the customerThe company offers sincere apologies to the customer for this inadvertent anomalyThe company will also investigate the phone call in which the customer alleges they was treated rudely, and will address any rude treatment that is foundThe company also offers apologies for the representative's failure to satisfy the customer’s inquiries.The company asks that the customer provide their plans for payment of old debts owed to A*** *** *** ***

Company is holding $deposit previously paid and has requested additional deposit to secure account in accordance with terms and conditions of service approved by VA SCCDeposits have been assessed as customer has failed to establish satisfactory credit in accordance with terms and conditions
of service approved by VA SCCCompany has requested deposit in accordance with all applicable rules of the State of VirginiaCompany declines to apply initial deposit and Company declines to waive additional depositCompany has billed additional deposit in three installments in accordance with applicable guidelinesCompany asks that deposit be paid as billed

A company representative reviewed the customer’s electric usage for the previous monthsCompany records indicate the meter readings are being received by the company’s MDC unit and are comparable with previous year’s readingsThe usage for the period in question by the customer is less than
previous years
The daily kwh usage is as follows:
2014-
Jan
Dec
Nov
2013-
Jan
Dec
Nov
2012-
Jan
Dec
Nov
The representative’s investigation concluded no issues exist with the accuracy of the meterThe representative made multiple unsuccessful attempts to discuss the concern with the customerThe customer does not have voicemail

The customer on behalf of a local HOA requested the company to trim trees from arounda streetlightOn 8/19/a company forestry representative visited the siteand observed a few limbs blocking the lightNo limbs pose a hazard to companyfacilities and the company does not trim or clear trees
from around outdoorlights. The representative provided anexplanation to two local landowners while at the site and also provided a voicemessage to the customer

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 being charged late fees for paying lateSo AEP also has the right to keep adding charges to the late fees they charge and the customer also has to pay a deposit for money that is not owed? My last three bills were paid on time but they applied them to the deposit to saveThey were for the bills for each month and that brought my bill to balanceThe money that is owed is for the deposit that is their charges and they are holding money for bills in an account instead of applying it to the account and charging me late payments on a bill I don't oweThat is not good customer relations.
Regards,
*** ***

Revdex.com:
I have reviewed the response 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
Regards,
*** *** * *** *** ***