Appalachian Power Company

Review: I had a double payment taken out of my checking account which caused my account to be overdrafted and was charged for overdraft fees. It took several phone calls to finally get someone at AEP who was willing to help us with getting a refund. Our bank was willing to reverse the overdraft fees once the refund came back to the account from AEP however it has been over 1 month since we had the double payment taken and have been trying to resolve the situation by making multiple phone calls to AEP as well as our bank and having to physically go to our bank to get information to try to get a refund and have yet to reach a resolution. This is ridiculous! I work in customer service myself and know this is not customer service. The only reason why I have AEP is because I have no other choice. The sad thing is that several people I know have had issues with having double payments taken from them as well. I wish there were other options for electric companies so we could find someone else with much better customer service. We should have options so we aren't stuck with dealing with things like this and not to mention the cost is ridiculous as well.Desired Settlement: I just wish to file a complaint because I have never heard anything good about AEP. I've never heard someone say they had to call for any reason and they had good service and the issue was resolved immediately. There are constant complaints about cost but I do somewhat understand the cost side of things going up due to being in customer service myself. I just want everyone to know that there service is terrible and if other options were to be made available then the other option might be the better option.

Business

Response:

A Company representative unsuccessfully attempted to contact the customer multiple times. The telephone number provided on the complaint is incorrect and the customer failed to answer the cell phone number provided to the Company records with no available option for voice messages. The customer’s bank has advised the customer that the $180 was refunded by AEP on 8/3 but credited to another bank customer’s account due to the customer’s error providing incorrect banking information. The bank also advised the customer a joint effort with AEP is currently underway to recover the $180 and a new refund will be processed to their correct bank account.

Consumer

Response:

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,

Review: Yes we are disabled and being charged 150 for a trip charge and called aep 5 time and said please cancel any and all orders as no one has came yet to take down the light as of today at 12 noon on Friday as I am writing this email no one has yet to Come......yet they won't cancel...we again are on disability we have to have cooling assistance to pay our bill and this is illeagal to charge for something that has not taken place....if they don't cancel this and put back the 150 on our bill when they Come to take it down we have it documented that we asked to be canceled and we will video them taking it down against our wishes.Desired Settlement: Not to do bad things to there customer's

Business

Response:

The company responded as follows to this customer on a previous Revdex.com complaint on 6/13/16: The customer claimed the company refused to install an outdoor light. Company records indicate the Company previously dispatched a distribution line crew to the customer’s residence numerous times to install outdoor lighting only to revisit the residence to remove the lighting after the customer decided the lighting was not exactly what he desired. A company representative contacted the customer again in reference to the outdoor light request he has made several times. After an extended discussion with the customer, he assured the representative if the company installed the lighting, he has promised to keep the light and pay the monthly charge for the light. As a final courtesy to the customer, the representative agreed to place an order to install the light requested with the understanding that company crews can no longer make unnecessary trips to install and remove lighting going forward. The representative provided the customer contact information for any future requests. According to the VA Outdoor Lighting Tariff the minimum billing term for new residential outdoor lighting is 12 months. Also, the company suspects the customer is “name” changing on the account.

Consumer

Response:

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 never made no request to have the taken down, I even told him I'd eat the charges for six months, he said that would be fine , I called aep for a extra charge on my account and was told I asked to have it taken down, I said no I did not and the light is still on the pole I said I'm not paying for a trip charge if I did not request for one.....they said I could t cancel it.....it took then 4 das later to Come and get the light......dishonest people! As far as name changing my son is going to put it I his name because I'm done with aep. All you have to do is google this company it speaks for itself.

Review: In only 5 months of living in my new residence, power has went out on at least 11 occasions. Townhouses across the street have power most of the time and if theirs goes out it is restored faster. Most recently the power was out nearly 24 hours simply because the company does not do proper maintenance and had let tree limbs grow around the transformer to the point it caught the trees on fire which could have been potentially fatal. The high rates and low service this company offers are an atrocity. The lack of responsibility and accountability has caused losses for thousands of people and they need to be forced and held to high standards for proper maintenance and service or to allow someone who is able to do so to take over.Desired Settlement: The desired outcome is for Appalachian power to do necessary maintenance to prevent continuous power outages and to increase the level of service they provide.

Business

Response:

On 6/23/16 a Company representative advised the customer plans had been made to schedule an outage on 6/24/16 to perform vegetation maintenance along the section of distribution line serving the customer’s residence. The remainder of the distribution “tap” line would also be inspected for vegetation issues at that time. Any problems found would be addressed at that time. The Company was unable to schedule the work on 6/24/16 as a result of storms and the subsequent storm restoration activity. However, the Company will re-schedule the vegetation maintenance ASAP. A representative attempted to notify the customer on 6/24/16 of the delay. During the previous 3 years the customer experienced 12 outages; 4 attributed to trees inside the right of way, 2 trees outside the right of way, 2 vines, 3 equipment failures and 1 weather related.

Review: The power has gone out numerous times in the past month or so. It has not been restored for an extended amount of time. There are a lot of people who require medical devices (my bedridden mother), (such as oxygen, power beds/chairs, breathing machines) just to name a few, and its taking days to get the power restored. I will be the first to say I don't know all of your practices, but I do feel that it has been neglected as of late. We pay way too much for a service we are not receiving to our gratification. There are many of my neighbors who feel the same way and I am positive you will be hearing from them too. This matter needs to be a priority and it needs to be rectified immediately. Thank you for your time.Desired Settlement: To have power restored in a timely matter.

Business

Response:

Company records indicate the customer experienced 11 outages during the previous 3 years; 7 attributed to trees outside R/W, 2 equipment failures, 1 scheduled and 1 aerial saw. The customer's residence is located more than 6 miles from the substation. A recent outage on 7/15/16 was attributed to a tree outside the R/W and lasted 765 minutes. Two outages on 6/16/16 were attributed to trees outside the R/W and lasted a total of 1,573 minutes. A major storm was declared on that date. During the Fall 2014 company tree crews and an aerial saw trimming crew addressed multiple right-of-way issues along the circuit serving the Boyd residence. During 2015 tree trimming was completed in the Breaker zone adjacent to the substation. Beginning 2016 crews commenced clearing sections of right-of-way that were not trimmed previously during 2014 -2015. A herbicide application is currently being used during the summer to control brush within the R/W beginning at the substation and extending along portions of the circuit. The company plans to address tree trimming concerns along the circuit into 2017. A company representative unsuccessfully attempted to contact the customer in regard to the concern. Voice messages were provided briefly describing the company’s ongoing efforts to improve the reliability of the circuit. The company also responded to a SCC complaint from the customer in regard to the same subject.

Review: Company has taken an excessively long time to restore my electricity when it went off on June 23rd at approximately 11:25 P.M.; it is still out as of this writing at 12:48 P.M. on July 24th.

The outage was a very isolated one, caused by a downed powerline on my property, and as such, it only affected a few houses on my block of street...and apparently, because of this, the company refused to send anyone to fix the outage until the next business day began! By contrast, in a "normal" power outage, they have crews working around the clock.

...Say what, now? What kind of policy is THAT!?! As far as I'm concerned, the exact instant you learn that one of your customers loses power, you MUST fix it RIGHT AWAY, regardless of how many other people are affected!

This is the second time that the company has taken too long to restore my electricity. At least they had numerous excuses to hide behind the first time, which was during The Derecho of 2012™. They have no excuse here. Mind you, this is a ridiculously-corrupt company that was once VERY infamous for their rate hikes...Desired Settlement: Restore my [redacted] electricity.

Business

Response:

The Company is unable to verify an account with the information provided. The Company requires the customer to provide a valid account number in the customer's name in order to discuss the concern expressed by the customer.

Consumer

Response:

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,

Review: Constantly loosing power and it takes almost a 24 hour period each time before it turned back on. Been without power on and off for the past 4 days for a total of about 60 hours! Lost everything in fridge and freezer and they don't care. Tells me it's due to storms and all it is doing is lightly drizzling! Help us please!Desired Settlement: Refund for all food lost because of neglect on their end and a reduction on the power bill.

Business

Response:

The customer lives over 10 miles from the company’s substation at the end of the distribution circuit. The circuit contains 7 protective devices (station circuit breaker, 3 line reclosers, 3 line fuses) between the station and the customer. A large portion of the circuit is remote and not easily accessible by vehicle or on foot. The circuit traverses areas of large timber, heavy vegetation, and a river crossing. Service restoration is often difficult which, unfortunately, results in lengthy outages. During the previous 3 years the customer s experienced 19 outages, 4 attributed to trees outside the right of way, 4 equipment failures, 4 Scheduled by the company to complete circuit improvements, 3 overload conditions, 2 weather-related, 1 vehicle accident and 1 animal related. The customer experienced 3 recent outages resulting in a total outage time of 29 hours 38 minutes. The first outage occurred after a storm passed through the area on Thursday June 2nd. After a few hours of patrolling, company representatives were unsuccessful in locating the problem. Due to the remote location company representatives decided to wait until daylight when it would be safe to continue patrolling the circuit. The following morning an aerial saw working nearby was requested to help survey the distribution line. Due to fog, the helicopter was not able to fly until approximately 11:00 AM. The cause of the outage was not evident after the patrol of the line was completed and the company successfully re-energized the line. Total outage time was 20 hours 49 minutes. During an outage on June 5th, company representatives discovered a loose cross arm brace on a distribution line at a switch pole. Total outage time was 4 hours 35 minutes. Another outage occurred on June 5th, which was attributed to a bad insulator on the same switch pole. Total outage time was 4 hours 14 minutes. The company completed circuit improvements to correct the overload conditions which occurred during January 2014. A station transformer upgrade project has been approved and is currently scheduled during the fall 2016. The company trimmed the circuit with an aerial saw during the Summer 2013. During the previous 3 years line clearance work was completed along multiple line sections, including the portion of the circuit serving the customer. The company is planning additional line clearance maintenance along the circuit during 2016. A company representative attempted to contact the customer on 6/9/16 to discuss the outages and the company’s actions taken to help mitigate future outages. Contact information was provided so the customer could call the representative. The company does not assume liability for damages or loses incurred that are not caused by the company.

Review: I've already written Appalachian about this issue and they have yet to resolve it. We had a storm last Friday with damaging winds our power line was knocked onto the ground and they had to come fix it. To do that they cut our power and then left. They came back the next day after I had to call them twice and was hung up on the first time. They hooked our power back up but left our pole leaning and said if it gets worse to call us. Why do we have to wait for it to get worse? They wouldn't even fill in the hole that is around the pole from it being pulled. I've written them they haven't written back I'm sick of having to call, write, beg and plead to get them to do anything the only thing I want is for the pole to be put back up the correct way.Desired Settlement: To put the pole back up straight and not leaning.

Business

Response:

The pole was damaged during a storm the week of June 18th. The pole was repaired and left in a safe manner; however, complete repairs were delayed as a result of another storm the following weekend. The company completed the repairs to the pole on 6/28/16 and advised the customer as such.

Consumer

Response:

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.

They haven't fixed the pole it is still leaning the only thing they did was fill in the hole I left a message with [redacted] yesterday and have not heard back from him.

Regards,

Business

Response:

The Company made final repairs to the pole on 6/30/16 and the customer was notified the same day.

Consumer

Response:

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.They have fixed everything so I am satisfied now thank you.

Regards,

Review: I am filing this complaint because I had a payment arrangement yet when the bill was paid completely in full they continue to charge $280.57 a month in addition to the actual bill and refuse to take the arrangement off. They he been doing this for 6 months I can afford the original payment but because they continue to add on that charge after the original bill was paid in full they should not be charging the additional charges after it was paid completely in full. This is unethical conduct on their part and something needs to be done about it. It is unfair.Desired Settlement: I want the additional amounts removed from my bill and feel that it should be credited to future bills.

Business

Response:

On 8/26/16 a company representative advised the customer of the reason for the continued billing of the Extended Payment Arrangement installments in addition to “regular” monthly payments. An explanation was provided that the company issued two bills with a zero balance due because of a prepaid credit created by the overpayment of the balance due on the payment arrangement. The overpayment was applied to the balance due each month leaving the deferred balance. The company offered to reset the EPA and break the balance up into five installments. The customer agreed with the adjusted payment plan.

Review: Appalachian Power is charging me a $136 deposit that, according to the terms of a bill payment plan I agreed to, I am not obligated to pay. My latest bill (which has a Bill Date of 7/9/16) includes a charge of $45 that is the first installment of three payments on what is described as a "deposit". I contacted Appalachian and was informed the deposit was being charged because I was sent a disconnection notice. The disconnection notice (a Termination Notice mailed 6/17/16) stated I may be charged a deposit if my service was disconnected for non payment. My service was not disconnected because I made the remaining two payments of the payment plan ($96.29 on 6/29/16) before disconnection occurred. I sent Appalachian an e-mail request to have the deposit charges reversed. I received a reply stating the charge is valid because if an account is past due at least twice a deposit may be charged at any time. This reply also contradicts the terms stated in the Termination Notice. The reply also states that Appalachian arbitrarily charges a deposit instead of adhering to the policy regarding said deposit.Desired Settlement: It is my expectation that Appalachian Power waive all three installments of the deposit charge.

Business

Response:

The company unsuccessfully attempted to contact the customer on 8/17/16 and 8/19/16. A voice message was provided with a direct number to call back. The company will wait for a response from the customer in order to address the concern.

Consumer

Response:

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 been unable to contact the business at the phone number and extension the business provided. When I called the customer service phone number I requested to be transferred to the given extension; the agent informed me she could not transfer to that extension and transferred my call to another department. I once again requested to be transferred to the given extension; my call was transferred to an extension with a faulty voicemail service that did not allow me to leave a message. No one answered at the extension. I attempted to contact someone at the phone number the 8/17 & 8/19 calls originated from; a recorded message stated I had reached a "caller identification" number, advised I call a customer service number and automatically disconnected the call.

Business

Response:

On 8/26/16 a company representative spoke with the customer and explained why the deposit was added. The customer was advised the June termination notice stated; “In the event your service is terminated, a reconnection charge will be required and a deposit may also be required”. However, the June bill also contained a deposit warning. The customer was in possession of the June bill and indicated agreement the deposit warning was on the bill. The representative also explained the deposit was added because the total bill was not paid by the due date. The customer indicated an understanding and no longer disputed the deposit.

Consumer

Response:

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,

Review: Since June 11, 2016 we have had 6 power outages. I have emails from the company stating when the outages occurred on June 11th, June 17th, June 23rd, June 29th, July 8th and July 12th. All but on June 29th were due to "Tree contact", on the 29th they state it was a planned maintenance which they did not tell any of the residence and changed the Restoral time twice via email. On June 17th when the power cut off we heard the transformer blow and it caught the trees along the back side of out apartment complex on fire, we immediately called 911 to report the incident. They started trimming the trees in the last week of June but have not finished the job. There is dead limbs still covering the ground and limbs stuck in the line they have not cleared off. The company that was trimming the trees have not returned in about a week and a half. We have called several times to complain and the issues have not been addressed.Desired Settlement: We would like them to come and finish clearing off the trees and clean up the limbs. We would also like for them to fix the transformer that keeps having the issues.

Business

Response:

Company forestry representatives are currently finalizing plans for vegetation maintenance along the entire distribution single phase “tap” line serving the area residents. Representatives are almost complete contacting property owners prior to the commencement of the work. A company representative contacted the customer via telephone voicemail and provided an explanation of the Company’s plans

Review: My electric was disconnected for non-payment on 7/22/16 with the disconnect amount of $1266.65. I contacted AEP and was advised to pay $1340.65 to have reconnected. I went to the companys Bill Matrix website, as this is the only way to make a payment. I was using a credit card to make this payment in full. However, I was having issues getting the website to recognize the 3 digit security code on the card. After 3 attempts online, I tried to get the payment made via phone. I had to end up calling the credit card company as again I received a message the security code on the card was not correct. It was an issue with the discover card and they fixed it in their system. I went again online to make the payment in full and received the message from Bill Matrix that I had to many attempts to make a payment and needed to speak to a representative. I called Bill Matrix who stated the attempts had been maxed. The rep at Bill Matrix was extremely helpful but advised she could not process the payment either and I needed to speak to AEP and was transferred. I spoke with the AEP rep and advised the issue, she was extremely rude and stated "I can not process payments". She advised of some "authorized pay stations". I explained to the rep that the pay stations only accepts cash payments in my area and will not accept a credit card payment. She again advised she could NOT take my payment and was unhelpful. I explained I had 2 small children, a dog, and I have some health issues. I advised it was suppose to be 105 degrees this weekend. The rep stated "I understand.". I called Bill Matrix back and spoke to another extremely nice rep who spoke to her supervisor to verify if their was something they could to do to help. They tried to override their system again and process my payment, again unsuccessful because to many attempts had been made. I then was advised I was locked out of the Bill Matrix system for the next 30 days and that I needed to speak to AEP. I told the Bill Matrix supervisor that I had with no help at all. She could not believe they could not process payments. I was transferred yet again to AEP. This rep was worst than the first one. She was very short and snippy with no compassion at all. I requested to speak to a supervisor. The supervisor contacted me back and again told me I needed to use a pay station. I explained to her that I was not making a cash payment and using a credit card. I asked the AEP supervisor if they accepted [redacted] payments and how long it would take to post to my account. She stated she did not know. I told her again that this was going to be the hottest weekend we have had this year. I advised I was trying to make payment in full and pay the reconnect fee. At this time it the reconnect fee went from $1340.65 to $1460.65. I had been trying to make this payment since 3pm and now it is 5:30pm. I can not believe this company REFUSED my payment. I also spoke to 2 reps this month regarding charges on my statement in March. Many AEP customers received statement for $0 balance and was advised we were overcharged in the month of January and that is why our bills were adjusted. I questioned this 2 times and I was told that I was not billed enough. I pay $300-$500/month. I could not believe what I was hearing. Then 7/21/16 when I questioned this, I was told the state of Virginia taxes went up. I had an adjustment of $370.31. Then billed $372.59. I was told the statement does not recognize balances. I questioned why others I know did not have this on their bills and was not rebilled a new amount for tax increase. I am so frustrated with the lack of compassion from this company and very upset that again they REFUSED my payment of almost $1300.00. I have had to throw out all of my groceries and find a place for us to stay since Thursday night.Desired Settlement: I request someone to contact me to accept my payment. I would like AEP to either process my card payment or feel the Bill Matrix system should be able to reset their systems to be able to process my payment. I do not feel I should have to pay a reconnect fee since I am basically told there is no option for AEP to accept my money and due to the loss of money on my groceries.

Business

Response:

Appalachian Power will not provide any customer or account-specific information in a public forum. Information that is more detailed can be obtained by contacting Appalachian Power at ###-###-#### or online at [redacted]. BillMatrix will block customers who exceed a number of unsuccessful transactions within a predefined timeframe from making any payments to any company. BillMatrix will inform the customer to contact Appalachian Power to learn about alternative payment options. The block will remain in place for 30 days; neither Appalachian Power nor BillMatrix can override the block. This process is in place to protect Appalachian Power and its customers from potential fraudulent activity. Appalachian Power has three in-person authorized payment locations that accept debit cards near the customer’s home. The payment locations can be found by searching online at [redacted], or by calling Appalachian Power at ###-###-####; we are available 24 hours per day, 7 days per week.

Consumer

Response:

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,

Review: I moved to [redacted] on the 16th of January and had electric service transferred into my name because when I moved in the power was on. That evening we had problems with the power surging the next evening I called my landlord he came over and notice the meter box was shooting flames out of it I called aep they had someone come out they turned off the power and advise to get a new box and have it rewired and a inspecter to inspect and okay it. All that was done called aep was told someone would be out to get power back on never showed. Received a phone call saying that I had to show proof of residence because of previous tenants bill which I have nothing to do with and this is totally a inconvenience to me and my 2 children leaving us in cold and dark with no where to go . I had landlord call to varify this still wasn't good enough was told he had to show proof with mobile home title lot space agreement and proof of where he lives has nothing to do with me again so now me and my children are still left in the cold and the dark for 6 days and currently very upset I don't understand it's not my fault that a previous tenant didn't pay there electric bill...Desired Settlement: To have power so that we want be in dark or cold any longer

Business

Response:

The terms and conditions of service in Virginia allow verification of occupancy upon any application for service. The company received an application for service request from the customer on 1/20/2016, at which time the company initiated an occupancy review of the premise. AEP reviewed the account on 1/21/2016 and determined proof of ownership along with a signed notarized lease was required to extend service to another tenant. A company representative provided a voice message for the customer requesting a return call to the company.

AEP received no additional contact until 1/29/2016 when the owner of the mobile home contacted the company. The property owner was advised the company required proof of ownership of the mobile home as well as a signed notarized lease for the customer. No other contact was received until 2/1/2016 when the customer called inquiring about the status of the application. The customer was advised the company required proof of ownership of the mobile home as well as signed notarized lease for the mobile home and lot.

The company requested proof of ownership for the mobile home from the property owner, a signed notarized lease between the owner and customer, as well as a signed notarized lot lease between the real estate owner and the customer.

The company will continue to “hold” the application for service until the requested verifications have been obtained.

Consumer

Response:

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 am not satisfied with this because I tried to provide a copy of my lease and was told that it would get rejected because she wanted proof that my landlord owed the mobile home and had to have lot lease and prof of where he lived I have nothing to do with that she even ask me personal questions that I shouldn't have had to answer and further more I don't know the previous tenants and I shouldn't have to be punished because of there power bill that is owed. The power was own when I moved in and only reason it got turned of was because the meter box was sparking and getting ready to catch on fire...

Regards,

Business

Response:

The company does not intend to give the appearance that the customer is being “punished” for the prior customer’s responsibilities. The company is entitled to request occupancy details, such as lease and ownership, even if the previous balance is eventually resolved. The company respectfully requests the customer to provide the required documentation to the collector assigned to the case order and the company will subsequently connect service.

Consumer

Response:

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,

Review: On Sept 7, 2015, a representative from Appalachian Power set up a payment plan for me to take me through the end of the year. On Sept 9, 2015 I received a letter of confirmation stating , This letter confirms the arrangements you made for the balance of $781.85, with a payment schedule

I received an Oct. bill in mail with amount due of $488.81, with a deposit of $532 due on payments of $177 each.

I called their billing dept. The representative told me I had not paid two payments of $177. I am totally confused. I explained I had a payment schedule letter of Sept. 9. This representative told me the rep that gave me this did not include the $177 owed and she should not have set this up. I told her my arrangement is finale and legal balance owed. Her Manager told me this rep was wrong in doing this. I believe I have a binding document that includes the $177.00 payments My actual electric for each month now runs about $70.00 My husband passed away and I don't have much usage anymore.Desired Settlement: The amount due of $243.95 on Oct. 26 is the correct bill and what I am to pay.

Amount due on statement of $488.81 is in error and I cannot pay.

This is a case of two departments not knowing what the other is doing. The representative regarding the $488.81 kept saying the Rep that put the agreement schedule together did not know what she was doing. I spoke to the Manager and she said the same thing.

I am a Widow, low income on social security and cannot do this. What do I pay......

Business

Response:

A company representative contacted the customer on 10/20/15. An explanation was provided the first $177.00 installment of the $532.00 deferred deposit was included in the payment arrangement. The second installment was not included in the payment arrangement because it had not yet billed at the time of the call. The next deposit installment billed with the 10-1-15 bill, adding an additional $177.00 to the balance due. The customer was advised if the account remained current, the company would remove the deferred deposit and if the account is paid late in the future the deferred deposit will be reassessed. The customer requested the payment arrangement remained for 3 months. As a result of removing the deferred deposit, the payment arrangement amount was lowered from $243.95 to $188.72 for 3 months. The customer declined an offer to initiate a budget on the account at this time.

Consumer

Response:

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,

Review: For over 3 years our electric bill has been extremely high. We have had everything checked at our home. We have all new energy efficient updates in our house. We have called Appalachian power company several times to request them to come out to our house to check our meter and they absolutely refuse to come out. We had everything checked so we feel that the only thing left is there is something wrong with the meter. Our bills are running around 300 dollars a month, and our neighbors are around a 100. We had made several attempts to get them to come out and every time they refuse. They tell us that there is nothing wrong on their end. We have done everything on our end we just need them to come out.Desired Settlement: New meter installed

Business

Response:

A company representative reviewed the customer's account and found the usage to be following normal patterns. On 5/21/13 the representative apologized to the customer for the company's offering of energy savings tips rather than issuing a meter test order, as requested. The customer was entitled to the meter test which was completed on 5/23/13 with the customer present. The meter was found to be operating properly and accurately. The meter was replaced as requested by the customer since it was scheduled for replacement anyway.

Consumer

Response:

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]

Review: I have had power in my name for the last 4 years. I have had it at this location for 2 years. When I originally had power connected I was made to pay a deposit in order for them to hook the power up. I transferred the power to this location two years ago in July. On my bill this past month I received an additional deposit of $464.00 plus my monthly bill. When I called to speak with them in regards to this they advised me that my bill in January stated that I may receive a deposit if my bill was not paid on or before the due date. My power has never been disconnected and they charge a late fee so I cannot understand why I am having to pay an additional deposit. When trying to dispute the charge they lady I spoke with would tell me nothing other than " we don't keep your deposit, after 12 consecutive bills are paid on or before the due date you will get your deposit back". They could not actually tell me why I was required to pay another deposit. I am wanting to know if this is legal? Can a company require a deposit after having service with them for 2+ years without the service ever being disconnected?Desired Settlement: I am requesting that the deposit be removed from my account.

Business

Response:

Deposit has been assessed in accordance with all applicable rules and regulations for the State of Virginia. Company declines to waive / remove deposit. Company has billed deposit in three installments and asks that deposit be paid as billed.

Review: I received my monthly statement with an additional charge applied. I is a installment charge for a deposit because my bill has been paid late and there is still a late fee. I called AEP and they told me they were charging me an additional deposit fe even though my services havent been disconnected "just in case they were disconeccted" because my bill has been late a couple of times this past year. They said they set out info for people in October but I never received it. The are charging me extra because I am poor and refuse to remove the charge. They said after 12 months I MIGHT get the funds back. I do not beleive I should be charged a deposit fee on services that are still on. They keep raising costs and refuse to assist with payment plans and are charging people because they are broke. I would like the fees to be removed from customers accounts. We should not be charged a deposit on active accounts.Desired Settlement: I would ikethe installment charges removed from my account and the accounts of others whose servics are still active.

Business

Response:

Deposit charged and billed in accordance with all applicable rules and regulations for the State of Virginia. Deposit has been requested for failure to maintain satisfactory credit as defined in Virginia SCC approved terms and conditions of service. Company records indicate eight out of the previous twelve billings have failed to be paid in full by next bill date. Company declines to waive deposit. Deposit has been billed in three installments in accordance with rules and regulations for the State of Virginia. Company asks that deposit be paid as billed.

Review: I have tried several times to work with my local aep in Roanoke va to get my money back from my account that I payed on 12/13/13 in the amount of 104.00. ckeck #[redacted]. this account has been closed and I received a letter from my local social service office that they were paying my account off for me. So therefore this money is to be refunded back to me. I had to wait on them to cash the check. Then they asked me for documents to prove that I had the funds in my account so that this check would not come back bad funds or stop payment so I did so. I went to my bank on 12/19/13 They made a copy of my check that AEP cashed and we sent over with letter head and attached document that I had funds in my account to cover this and that it was payed also. On the page we sent to them 3 times with the check there is a acct of [redacted] vid [redacted] lrb new loundon mn [redacted].We sent on 12/19/13,12/23/19,and 12/27/13.They are telling me that they don't have the in formation and therefore they will not return my money to me until after January 19,2014 there is a 30 day waiting period. Cause they don't have the documents. I Have the documents to back up my claim. And for my trouble of having to deal with this bull I want to be payed extra money for having to go threw this cause there was no need for this harassment from them to start out with.Thank you,[redacted]Desired Settlement: I want my refund money back. I want to be payed extra money for this harassment from this company when me and my bank both sent them all of the documents showing that the check cleared my account and that they cashed it. I had to sent it 3 times on top of this bull also. Their was no need for all of this to go down. I am very unhappy with this whole situation and should not have had to deal with it like this.

Business

Response:

When a customer requests a refund for a credit balance on a final account, the company requires documentation from the customer’s bank to verify the payment has been paid by the bank and the payment will not be returned. The company requests a copy of the bank statement showing the payment has cleared the account with a positive balance after the payment and to show the account is not overdrawn or the company will also accept a letter from the customer’s bank on bank letterhead stating the payment will not be returned (NSF) and a stop payment will not be issued on the check. Once this requested information is received and verified, the company will issue the refund either by electronically placing the funds back into the customer’s bank account or by issuing a refund check to be mailed to the customer. If the customer does not provide this documentation then the funds will be held for 30 days before released for a refund.

Company records indicate the customer requested a refund and was advised what documentation was required to process the refund. The customer subsequently provided incorrect documentation so the refund was not processed. The documentation received by the company included, a bank cover sheet with a handwritten statement, "Info requested to verify a double payment on customer's December electric bill. Please refund 1 payment into checking account shown on copy of check included". The statement was not signed and did not include that the payment was paid by the customer’s bank and would not be returned or a stop payment issued. Also faxed was a payment history letter from the company that had been mailed to the customer and a copy of the customer's check. An attempt was made to contact the customer at the phone number provided to advise what was needed, but the company was unable to reach the customer.

If the customer will provide the requested documents, the company can then proceed to process the refund, otherwise after the 30 day time frame the funds will be released and the refund will be issued at that time.

Review: My power goes out every time the wind blows 25mph because they will not keep trees clear from the power lines. My power has been out 6 times this year already this is ridiculess It has been going on for years. I live on [redacted] in logan county 2 miles from [redacted]. line. The power is off between 4 and 8 hours each timeDesired Settlement: I would like the power co. to keep the trees cut near the power lines so my power won`t go out all the time. They provide a service that we pay good money for. they are not doing a good job of providing that service. Also it costs $30 dollars a day to run a generator. The last few years I have spent hundreds of dollars for gas, plus $750 for a generator., as have hundreds of other familys living in this area

Business

Response:

During the previous 24 months, the customer experienced twenty-seven (27) sustained outages: twelve (2) from sub-transmission, two (2) from trees-inside-ROW both related to the same cause, five (5) from trees-outside-ROW with two related to the same causes, three (3) failed equipment, two (2) weather-unknown, one (1) foreign object, one (1) animal in the sub-station, and one (1) scheduled for routine work. The vast majority of the outages have been related to sub-transmission, which is being addressed by APCO's T-Line and T-Station groups. Three transmission outages occurred during major storm events. A recent outage on 3/14/16 was attributed to a transmission issue. The outage affected 1.043 customers and lasted 207 minutes. The customer’s residence is located approximately 5 “line” miles from the station in the 4th protective zone. The residence is served from one phase of a 3-phase primary distribution line and, as a result, nearby neighbors served from one of the other 2 phases may not be impacted by the same outages. During 2014 extensive maintenance was performed along the circuit including cutting and spraying. A representative patrolled a portion of the circuit twice during March 2016. The R/W was observed to be in excellent condition with no tree issues found. As a result, the company has not identified any additional distribution related improvements that could have an immediate impact on the reliability of the circuit. The company’s transmission planning group is in the process of making interim improvements to the 46kV circuit by the spring of next year, which primarily involves motorizing several gang-operated switches (GOAB). The completion of the project is anticipated to improve reliability of both Latrobe and Toney Fork Stations.

Consumer

Response:

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 agree that most of our power outages are caused by MAJOR STORM EVENTS every time we have a cold front move through the power should not go out. This has been going on the whole time I have lived here 30 years. I don`t think it will change with the current management

Regards,

Review: AEP charging a deposit on account when service has never been interupted due to paying late.

AEP has charge me a deposit on my account, account has been in place for 10 plus years and has never been interupted for service. However I do pay the bill late every month as I choose top pay my mortgage on time and pay the utilities late and pay the late fee due to how I am paid. My service has never been interupted. I have never been over 30 days late. My bill is due on the 10th of every month and I pay it around the 30th. AEP has stated they are charging me a deposit due to their concerns that because I pay late every month that my service "MAY" be interupted. 10 years now never an interruption and have always paid this way for at least 5 of those 10 years. AEP put a notice on a bill I received that is so small you can't even see it, it also isn't clear that a deposit will be charged if your enter bill isn't paid, if you read it it appears it means if the past due isn't paid by the termination date, however they said it meant everything due on time. I feel this is just a way for AEP to keep peoples money for a year to allow them to upgrade their system due to the restriction of raising rates. This should not be allowed. This complaint will be going to the FTC as well. Deposits should only be allowed to be charged if your opening a new account or if you have had your service interupted. Keeping someones money for a year after 10 years of service with no interuption just because they are late should be illegal if it isn't.Desired Settlement: I want the deposit removed from my account. If my service is interupted then they can charge me a reconnect deposit as every other utility company practices but I will not pay a deposit just because I pay my bill 20 days late every month and have had no interuptions for 10 years.

Business

Response:

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

Consumer

Response:

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 have had service with AEP for over 10 years, I have never missed a monthly payment. I pay my bill late as I explained to them the way I get paid I have no choice but to pay it late and pay a late fee due to how my checks fall my mortgage gets paid on time before my utilities. Again every month I pay my bill it's just late. The bill is due on the 10th of every month, considered late on the 21st and a late fee is charged, I pay at the end of every month and again have never missed paying on a monthly basis including the late fee. By time I pay my bill a new bill has arrived which is due the next month by the 10th. The bill I received I could not even find where they said they so called provided me notice until a rep from AEP walked me through the entire bill and it was over to the left of a bill in a bunch of other notices that no-one ever reads. It was not included as part of the notice to pay by date. The bill I received which had a past due amount and a date it was due and the new charges that are due the following month. The notice they state is not in compliance, it is not in a clear location for anyone to see. The notice should have been at the top of the bill along with the disconnection notice where they tell you if your service is interrupted the fees associated with turning it back on. Instead its on the 2nd page of the bill the left in smaller letters in a location where they put other things at like to sign up for electronic payments. This is nothing more than a trick on AEP's part to try and collect deposits from people who have never had service interruption in an effort to pay for their expenses. I have established history with them. Just because I pay my bill late (and I do pay the late charges) they told me they charged the deposit out of fear I would have service interruption, well I have paid this way for as long as I can remember and have never had it interrupted. Utility companies should not be able to just charge a deposit on an already outragious rated bill out of fear and also not clearly disclose a notice. It should be a penalty evoked on those who allow their service to be interrupted. And to keep that deposit for a year or even longer if you ever pay late it not in compliance. If they would have made the notice more clear on the bill where someone could actually see it aI could have avoided this issue by calling them and explaining to them why my bill is always late. I don't understand how they can get by with saying the notice they provided is within compliance when it's so obviously put in a location on the bill that they know no-one will see. Also I can't say it enough. My history with them is a late payer who pays every month with no interruption of service. I have never had to pay 2 bills at one time. The prior bill is always way paid before the next bill is due. In reality my bill is only considered late by about 10 days, if the late fee is charged on the 21st then that is the late date and end of month is about 10 days after that.

Regards,

Review: I've been trying to have service cut on at my address and I have paid and provided Appalachian Power with a new lease and they still refuse to provide me with power because of someone who lived at the address prior to me. I have a four year old on who can't go home because they now want me to pay to have the lease notarized. I have already paid them for a service, shouldn't they be legally bound to provide it?Desired Settlement: I would like service turned on at my address immediately.

Business

Response:

The Company’s Terms and Conditions of Service provide that a notarized lease can be required before granting service to any new applicant. The company requests this documentation when there are prior issues at an address.

As of 03/15/2016, the applicant complied with the Company’s request and no additional payments are required. The applicant was advised on 3/15/16 the company released the LIDV requirements and service is scheduled to be connected within 1-3 business days.

Consumer

Response:

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,