Appalachian Power Company

A company representative contacted the customer and explained the reason for the higher bills during the billing period from February 4 to March 4. The company tested the meter and the results were within acceptable limits which indicated the metered usage was accurate. The meter was replaced since...

the digital read-out was apparently faded. The customer was notified of the test results.

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 expected their response, does not address the main issue.  I WAS laid off and then took a job at a much lower salary and have been struggling over the last 2 years, BUT, I contacted them and made PAYMENT AGREEMENTS with them, which I paid as agreed...ALL ACCORDING TO THEIR STANDARD POLICIES AND GUIDELINES (as they like to say)  But my payments to them was and is NOT the issue. They are simply using that as a diversion from their deceptive and misleading practices by focusing on my payments.
 The Issue is their deceptive NEW practice of setting a DUE DATE, and then when the customer is 9 days past that threatening them with disconnection......but then saying that the customer is 30 days PAST DUE when in actuality they are only about 9 days past the due date...AND THEN USING THIS DECPETION AND FALSEHOOD TO THREATEN AND PENALIZE THE CUSTOMER....with DISCONNECTION AND A DEPOSIT.
AEP IS GIVING A DUE DATE,  THAT'S THE DATE THE MONEY IS DUE...YOU CANNOT THEN SAY A CUSTOMER IS 30 DAYS PAST DUE 9 DAYS LATER.   THIS IS THE PREMISE THEY ARE USING TO CHARGE ME THIS DEPOSIT, TO THREATEN ME WITH DISCONNECTION. AND IT IS MISLEADING, DECEPTIVE AND JUST PLAIN WRONG.
 AND THEY HAVE NOT ADDRESSED THIS ISSUE.  And sadly they will get away with this, nothing will be done and the deception and abuse will continue.  But I can guarantee you this I will be contacting the State Regulatory Commission and the newspaper, television, social media, and whomever else I can contact.  I've already started informing the Public of this, so no one else will be tricked into having to pay the DEPOSIT or being told by AEP that they are 30 days past due when they are not.
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 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 2013 moved his balance to my account that was soley in my name when I called to start new service in my name. His 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]

Customer is on budget billing and has failed to pay the bill in full twelve out of the past twelve months. Customer has paid only when disconnect notices for the past due balance were issued. Deposit has been requested in accordance with all applicable guidelines for the State of Virginia. Because...

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 9-15-14. Failure to pay bill in full each month may result in addition of deposit to the account again at a later date. If this occurs, Company will not remove deposit a second time.
Budget billing is not a fixed contract to pay a set amount each month. Bill amounts fluctuate due to increased rates and increased consumption. For this reason, it is imperative that full payment, not partial payment, be received each and every month. Company has removed customer from budget billing for failure to pay bill in full each month. Account balance, after removal from budget and removal of deposit, is $326.40. Company asks that this amount be received on or before 9-15-14.

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  $597.82 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 $597.82 were made.  I have no problem paying for the electricity for the home that I live in. I am willing to v provide notarized statements from several of my neighbors proving where I was residing when the charges of the $597.82 were made.  I should not be held liable for paying for service that I did not use. All 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 electricity. I 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]

I do have caller id/voicemail and no calls or messages were received. I 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]

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]

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.
The amount AEP requests to reconnect services on a holiday weekend and on weekends are $100.00 & is ridiculous & outrageous and my payment was made on Thursday for the amount requested due in the amount of $599.00. The extra $29.00 was the same day reconnect fee after 7pm. The original reconnect for next business day fee is $20.00 if made before 7.  The payment would have been made prior to 7:00pm if the automated system would accept more than a $500 payment with a bankcard.. so I had to make 2 separate payments.
As for this comment: "7:04pm – Customer was made aware an addition $119.02 was needed to restore the next business day and to turn off main breaker."
I wasn't made aware by anyone of the additional $119.02 to restore the next business day as I was on the automated phone system trying to make the remaining balance of the payment at that time.
The $20.00 received at 12:16am on 8/22 was the reconnection amount for them to restore the same day.  I wasn't paying additional money for a reconnect fee when they aren't going to reconnect the same day. 
The statement:
"Upon review of the account, the company understands how the customer could be confused by the information provided between 8/21/14 and 8/22/14."   
My response:  The customer was not the one confused- I was TOLD by 2 different representatives at the company that my power would be restored that evening on 8/22/14.
The statement:
"Because the full payment was not received until 12:16am on 8/22 and because the main breaker was on when company tried to reconnect service at 9:28pm on 8/22 the order was rescheduled for the next business day."
In response to the above comment- the company did not try to restore my power at 9:29pm it was 9:26AM according to the little red note left on my door;  I was at home at 9:26PM waiting for my power to be restored that evening and I called at 6:22 pm on 8/22 & spoke to [redacted] who confirmed that my power would be reconnected that evening but it did not happen & had to go throughout a whole entire weekend with young kids & absolutely no power . It's sad that AEP has this much authority that they can treat people however they'd like to.
Regards,
[redacted]

On 2/10/15 a company representative spoke at length with the daughter of the customer. The representative explained how the average daily usage is less this year than previous years and the usage follows the same pattern every year. An explanation of weather conditions as the main determining factor for an increase or reduction in kWhs during a particular billing period was also provided. The electric usage for the 2,000 square foot house was considered very efficient. The representative also assured the daughter the meter is operating OK and the actual reading are being received remotely. The representative provided an email address should further information or help is required in the future.

The company removed the debt.

The customer transferred service from one address to another on May 5, 2014; both of the accounts were in the customer’s name only. The 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-husband. The company denies the request to refund any payments.

A company representative contacted the customer and explained the reason for the higher bills, especially during the month of February. The meter at the customer's residence tested accurately. Therefore, energy billed was energy used. The meter electrician spoke with the customer after the test and...

explained the results. The meter was also replaced since the display had faded. This will make it easier for the customer to monitor usage at the residence. The faded display, however, did not affect the reading since company representatives do not visually read meters anymore. The reading is transmitted to a mobile data collector as it passes through the neighborhood.

The company was previously notified the customer (complainant) was obtaining electric service fraudulently. The customer (complainant) recently rescinded a request to apply for service as a result of the company’s requirement to pay a delinquent account in the current account name. In order to...

rectify the request for a name change on the account, the obligations of the current account holder must be resolved either by applying for service at another location and paying the current debt of $1,486.25 or just simply paying the outstanding debt. Then the customer (complainant) can request service and pay any deposit requirements.

On 11/13/14 a company representative followed up with the customer to inquire about a hotel stay as a result of the service disconnection. The customer stated the family did not stay at a hotel. Instead, the family stayed with a relative. The customer conveyed satisfaction with the company’s actions and the outcome of the investigation and is not seeking additional monetary compensation.

Deposit has been requested in accordance with applicable state guidelines. Disconnect notices have been issued in accordance with applicable state guidelines. Customer has failed to pay bill in full nine out of the past twelve months. It appears, customer is not paying bill in full, but is waiting...

to receive a disconnect notice and then is paying the minimum amount required to keep service on, rather than full account balance. Company treats late payments in similar manner to bank policy stated in complaint. Per terms and conditions of service, residential bills are due when rendered and are considered past due if not paid in full by next scheduled read date which is approximately 30 days. In addition, Company has billed deposit in three installments per applicable state guidelines. Company declines to waive deposit and asks that bill and deposit be paid in full.

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 ready. Like how you put TERMINATION NOTICE, in big bold letters to let someone know they are going to be terminated if payment is not received.

On 9/10/14 a company representative spoke with the customer and apologized for the lack of customer service [she] received during previous calls to the company. The 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 9/26/14. The customer informed the representative the Post Office advised the problem should be corrected by now.

This is an Appalachian Power customer.  Please forward to your contact in Virginia.
Thanks, [redacted]

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

Company records indicate the check in question was returned for insufficient funds, which does create a "Do Not Accept Checks" condition on the account.  If this was a bank error, or misreported as NSF, the customer may provide documentation from their bank to confirm this, and the DNAC coding...

will be removed.  Bank documentation may be in the form of letter or fax to ###-###-####. A company representative will contact the customer to advise what records the company requires from the customer’s bank to rectify the coding on the account.