Appalachian Power Company

Review: I am the mother of 3 kids, my kids father was taking care of the kids while I stayed with my mother because she is sick and other reasons! Kids dad lives alone with the kids and maybe a girlfriend. Kids dad just recently maybe 2 or 3 weeks ago was incarcerated, so I took the kids in at my mothers house since then but under certain circumstances I cant keep staying there with me and 3 kids its crowded so I talked to the landlord of where my kids dad use to stay and asked if I could take over lease! She can remove him because I do not know his status. Well after the landlord ran my credit and background she approved me, so then I tried to get the lights in my name, the representative says that she will not transfer the lights in my name or anyones name until the outstanding bill that talvin has accumilated has been paid! Then accused me of calling in pretending to be my kids dad, when I clearly only called to get services in my name!Desired Settlement: I would just like to have the lights put in my name so I can take care of the kids un their same home and school!!!!

Business

Response:

The company requests the customer to provide the account number of the premise in which she is applying for service.

Business

Response:

The company delayed the request for service because the household has apparently remained intact for several months. The applicant failed to provide proof of previous residency and after claiming the “ex-spouse” had been incarcerated for several months, the “ex-spouse” applied for service at the premise on 02/12/2015. Since the applicant’s “ex-spouse’s” alleged incarceration, a female presenting herself as the previous account holder has called several times to inquire on balances and set up payment arrangements. The “previous account holder” has even inquired in regard to applying for service on 05/06/2015. As a result, the company suspects either the “ex-spouse” is no longer incarcerated, or someone is trying to gain service under false pretenses. The company unsuccessfully tried to confirm the dates of incarceration.

The landlord was also unable to provide the date when the previous account holder was incarcerated, and when the applicant took complete possession of the property. The owner was also unable to verify the applicant actually submitted an application to rent or lease the property.

The usage at the address also does not indicate the property was vacated. The company is requesting payment for services already supplied to the household before switching names.

Review: AEP cut off my power by mistake around 11am. It's now 3:10 and power still hasn't been restored. I have called numerous times only to be told they will send someone out. MY BIGGEST concern is that I have two children who are asthmatic and need to take nebulizer treatments! Need I mention that it's hot outdoors? I don't have anywhere to take them temporarily! AEP has admitted to making the mistake in shutting off my power but hasn't done anything to restore it!Desired Settlement: They need to restore my power ASAP! Why should I be billed for services that they disconnected by their own mistake?

Business

Response:

The company restored the customer’s service in a very short time frame after learning of the mistake. A company representative unsuccessfully attempted to contact the customer several times to discuss the concern. The customer did not return the calls.

Review: I called to apply for services and they told me that I would need to have my landlord call and verify that I had rented out the property. I gave her number, they called and she gave them permission to have services cut on in my name. I paid $130 down for the deposit and was told I could make the other 2 payments with-in the next month.Now they are trying to say that they have sent me a request asking for a lease and I.D. I never received a letter requesting any of this information! Every time me landlord calls to get this situation taken care of This woman in collections is very hateful and basically refuses to give her any information,([redacted]). Now they cut my lights off and I don't know what to do.Desired Settlement: I want me lights turned back on and do not want to be punished for someone else's mistakes!

Business

Response:

The applicant applied for service at the location noted on 5/24/13. At that time the applicant was advised of a deposit, proper lease and ID requirements in order to establish service as a result of a large debt at the premise. Company records indicate the company has not received proper lease documentation to verify a previous tenant is no longer occupying the premise. When the company receives proper documentation from the landlord, the company will review the information and determine if the applicant will be allowed to establish service at the location

Review: On March 7th 2015 at 4am the electric in my house started going crazy. Lights flickering to the bulbs being busted. the fan was going really fast then really slow. My aquarium equipment was fried causing catastrophic damage to my corals and all equipment. I called AEP first thing in the morning after cutting main breaker off. At approximately 10am a lineman showed up checked the house out and found nothing wrong. So he then proceeded to check the power pole. After working for about an hour he came back and said that the negative side was not connected properly and was poor work by a prior lineman and that he would put in his notes that it was an aep mistake and they would reimburse me for the damages. I received some paper work. Sent in everything that I had. Waited a couple weeks then called back. At that point they started giving me the run around. Saying I didn't mail the right papers in which I did. I resent them and tried calling back. No one ever answered again. Left multiple messages and didn't get the first call back. The damage at that point was $1100.00. The total damage done was over two thousand but all I wanted was my aquarium equipment replaced in a timely manner. I had to rent equipment so all my fish,invertebrates, corals,etc would not die. Eventually when I seen they weren't going to pay I had to buy all new stuff.Desired Settlement: I want my aquarium equipment replaced.

1100.00 dollars

Business

Response:

On 3/8/15 the company received a damage claim from the customer, who is apparently a tenant at the premise. A company representative discussed the claim with the customer on 3/13/15. The company investigated the claim and found liability for AEP. A claim form was mailed to the customer.

On 4/15/15 the company received a completed claim form from the customer with several handwritten receipts. A call was made to the customer to inquire about the information on the claim form, in particular one item for a cost of $805.49. The customer was asked explain this item. The customer was unable to provide acceptable information. The customer was advised handwritten receipts are not acceptable and the company required supporting documentation in the form of receipts from the business on their letterhead. The customer agreed to contact the business and provide the required documentation.

A company representative attempted to contact the customer on 4/23/15 and 4/29/15 and received a busy signal with no way to leave a message.

On 6/12/15 the claim was closed as no further contact was received from the customer or receipt of the documentation requested.

On 8/5/15 a company representative contacted the customer and advised [him] the company will re-open the claim and go forward with a settlement calculation as soon as the company is provided the supporting documentation requested multiple times. The customer agreed to the request. The case is continuing pending the receipt of the requested documentation.

Review: I have been a customer of AEP for 26 years, I have a deposit on file of $319.00. They are billing me for an additional $119.00 in deposit charges, just because I don't pay on time each month. It's hard when you electric bills that are in excess of $400.00.

Business

Response:

The deposit was assessed in accordance with all applicable terms and conditions of service (attached) approved by the Virginia SCC.

Review: I've had service with Appco for nearly two years. I've been late a few times, but my power service has never been disconnected. Today, I find out they've added a $364.00 deposit to my account! According to them "because I've been late". As a penalty for being late, they've already assed late fees to my account. When speaking with them, they claimed that even the President of Appco/AEP couldn't remove the deposit.Desired Settlement: I need the deposit removed my from account.

Business

Response:

Deposit in amount of $364.00 has been requested due to failure to establish satisfactory credit history. Customer has failed to pay bill in full nine of the past twelve months. Per Virginia rules and regulations, APCo has provided three installments to pay deposit. Company has requested deposit in accordance with all applicable guidelines of the State of Virginia. Company declines to waive deposit and asks that deposit be received as billed.

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. Each month the bill was late, I was penalized with a late fee. By adding a deposit, I'm being penalized twice for the same infraction. Regards,[redacted]

Review: I have been curently been charged a 350.00 deposit on my electric bill that they call a deposit and I did not agree to making the deposit. I have called and complained numerous times and ask them to take it off of my bill but they refuse and threaten to cut off my electric service if I don't comply. I have never had my electric service terminated and have always payed my bill. I have been late but I pay the late fee. AEP is wanting to hold my money in an account just so they can justify their business practices. I have been a customer for over 15 years and I am appalled at their business practices.When I call I end up talking to 3 or 4 different people that have no power to help a customer. I have a savings account if I want to save money and I do not need AEP to save it back for future use. I am a home owner and have lived at my residence for over 10 years. I am sure they have people who do not pat their utility bill and leave town but I am not one of them. If they did not have such a monoply on the electric services and I could switch, I would do so immediately.Desired Settlement: I want the charge taken off my bill and if any money is left refund it back to me.

Business

Response:

Deposit assessed in accordance with all applicable state guidelines. Deposit has been assessed for failure to maintain satisfactory credit as twenty four out of the last twenty four billings have failed to be paid in full by next scheduled read date. Company declines to remove / waive deposit. Deposit has been billed in three installments per Virginia rules and regulations. Company asks that deposit and all outstanding debts be paid immediately.

A copy of the Virginia Deposit Terms and Conditions of Service as approved by the Virginia SCC is attached.

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 being charged late fees for paying late. So 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 save. They were for the bills for each month and that brought my bill to 0 balance. The 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 owe. That is not good customer relations.

Regards,

Review: AEP contacted me on October 31 of last year regarding approval to exchange and move a power pole on my neighbor's yard to a larger capability pole and move the wires more directly over my property. To do this they would need to cut down 5 dogwoods. I agreed to after being offered to have my choice of trees placed back on the property at locations I could designate. These trees would be VA approved to plant and would arrive in the spring of this year (2014). I waited until spring, called AEP, received a confirmation number but no one ever called back. I called again about two months ago and again today. I am now getting the response that I need to tell them the gentleman's name in order to get a response back from AEP. The service utility truck just came to the property today and installed the larger pole. This contract is unfulfilled. I have given ample time and opportunity to make good on the contract and I am now asking for them to complete it.Desired Settlement: I want the 5 dogwoods removed from the property replaced with similar sized ones. The trunks are still present, (not removed completely still) and can be measured).

Business

Response:

On 10/21/14 a company forestry representative contacted the customer and advised the company needed the signed tree replacement contract returned that was emailed earlier in the week. The representative inquired as to what species were chosen for replacement (5 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 weeks. The representative contacted the company’s tree replacement contractor and inquired about adding the customer's trees to the schedule. The representative agreed to follow up with the customer once an answer is received from the contactor.

Review: was on oxygen and under doctors care and they still turn my power off,and this was back in july so I could not stay there without power so as of this month I rented my place and the girl I rented it to is having trouble getting her power turned on because of my bill and I don't think this is right to try to make someone else pay my bill I rented it so I could try to pay them and I also tryied to make payment arrangements and they wanted it all at one time.Desired Settlement: need settlement offer low enough where I can pay my bill off

Business

Response:

Service in complainant's name was previously disconnected in accordance with all applicable guidelines for the State of Virginia. Company declines to enter into arrangements on outstanding debts and deposits before providing service. At this time, Company does not have an application for new service from this complainant.

Review: Our power was turned and fare reason, I had and have no problem with that, we owed $458.49, my problem was, I was told by the man from AEP who turned off the services that I would need to pay the past due and the reconnection fee. I even called to make sure, thats what I needed to pay. So I paid what AEP told me I needed to pay (by 2 different people) and my services would be restored by the end of the day (this was around 2:15) I left to go to work, and asked my wife to let me know when the power is back on. Around 5, I texted her, asking if the power is back on, She said it wasn't, So I called AEP because I was getting worried about the food in my frig going bad, then they inform me I need to pay $84 more...I question that extra charge they say I have to pay a deposit now...I've been with AEP for over 8 years now, I don't think thats right, I requested to a to speak to a Manager, the agent said a Manager would have to call me back, I said No I will wait, that agent hung up on me, so I called back of course, explained my problem the agent transfered to a Manager, he didn't even listen to my concerns and told me he wasn't argueing with me and I needed to make the payment and there would be extra charges now because the payment was made after 5. I don't believe that was fare or right for that company to demand more money from me when I was misinformed by to employees of that company...if I was told that I would have to pay the deposit the first time, I wouldn't have a problem it, but I was never informed of that untill after I made the payment, and now my family is sitting in the dark with out water, or anything. They can't even use the bathroom. My biggest concern is there isn't another power company in the Blacksburg Va that we can get electric from, I think thats why they have poor customer service, they really don't care, becuase I can't do anything about it really,expect voice my concern to the Revdex.com, would greatly appreciate your help in changing their idea of customer serviceDesired Settlement: n/a

Business

Response:

Company records indicate the customer contacted the company twice after being disconnected. In the first call no amounts were discussed. The customer indicated in that conversation that he knew how much to pay and was advised that if he paid the "required amount" his service would be restored that day. When he phoned the second time to find out when his service would be restored, he was advised that a security deposit was also required, in addition to the arrears and $20 reconnection fee. During this call, he referred to the "paper" that was left at his home, stating it said he had to pay $458. The representative tried to explain to him that the notice also states that an adequate security deposit will be required, but he refused to let the representative complete the explanation. The representative attempted to transfer the customer to a supervisor at his request, but none were available to assist at that moment. The customer insisted on remaining on the line indefinitely, until a supervisor became available. The representative apologized and explained more than once that a telephone line could not be “tied up” for an indefinite time, and when he continued to refuse to await a supervisor callback or to call back himself, his call was released.

The customer called back, and in that call he indicated that the company representative who came to disconnect his power was who had told him he would be reconnected after he paid the $484 delinquency and the $20 reconnection fee. The representative also apologized for having to interrupt his service, told him that once he made the payment service would be reconnected. After the customer explained the situation, he was connected to a supervisor. The customer was advised again the deposit payment was also part of the restoration requirement, but the customer was insistent that service be restored for the amounts he'd been quoted. The supervisor stated he would not argue with the customer. At that time, it was after 5:00 p.m. and the customer was quoted the after-hours reconnection fee of $29. The customer ended the call.

The (paper) notice to which the customer referred contains the following notation:

Consumer

Response:

All they did is send a picture of the same thing that the employee gave the day the power was turned off. My problem was how I was treated when I called AEP, they where rude and hung up on me when I want to speak to a manager, then when I called back and spoke to Manager, he didn't even listen to my concerns and told me he wasn't arguing with me. I don't believe that's how you should treat a customer of 8 years.

Review: During the winter we mostly use our fireplace/Wood stove for heat and hardly ever use our central heating. During the last billing cycle, we were without our Water Heater and our Well Pump for 2 weeks. However, when we received our electric bill it was more than the previous months bill.

There is no way, we could have used more electricity this past month, then the previous month. They estimated the previous month and it was exactly the same, as the previous month. Yet, this month, without our water heater and well pump, our bill was higher.

They seem to go by what you used the previous year and just charge what ever they want the next year.

I am considering filing a lawsuit against AEP for embezzlement/fraud, unless they can show me that their meter readings are accurate. Our electric bill for a single wide 2 bedroom mobile home runs us $300.-350.00 per month,

but yet our neighbors electric bills and barely over $150. for houses. We have to pay for state highway usage for our electricity to be delivered to our house. The power lines run on our property, so I want ot be compensated for them using our land, as well.Desired Settlement: I want AEP to find out why our electric bill is so much higher than our neighbors and I don't want this run around that it is our central heat, because we hardly ever use it, we prefer to burn wood in our fireplace/wood stove. We don't usually have more than 8/9 light bulbs on in the home at one time, 1 refrigerator, 1 freezer, 1 street light , 1 porch light. We cook with gas, not electric. One neighbor uses welders and shop lights all the time and his bill doesn't go over $150.00 per month. Something is wrong with this picture and I would like it straightened out. I'm tired of being ripped off.

Business

Response:

A company representative contacted the customer on 4/23/15 to discuss the reason for the 2/24/15 bill estimation and the calculation methodology. The electric usage history and average appliance usage was also discussed. The customer was offered a meter test for accuracy.

On 4/27/15 the representative followed up to determine if the customer wanted the meter tested. The customer declined since the meter was tested a couple of years ago. The representative suggested in the future the customer call the company if the bill is estimated and request an actual reading or call in an actual reading so that the bill will be based on an actual usage.

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.

This still does not address the fact that we used less electricity for 2 weeks (no water heater/Well pump), but yet our bill was higher then the previous month. Estimates should not be allowed. The representative from the power companystated they could read it from where they are. If this is true, then there would be no reason to make an estimated electric bill. She also stated that, the meter reader may have been sick or some other reason that it was estimated and she spoke to a neighbor and that they said they don't have a heat pump, so there electric bill is lower than ours, however we do not have a heat pump either. The representative does not have any idea which neighbor I spoke too.Why is my electric bill always the same during certain months? Because they estimate it from the previous year(s), but yet we use more and more wood heat and our electric bill stays the same or goes higher.Why should we have them check the meter again? They would charge us for it this time and just like last time, it would not change a thing, they just keep stealing and embezzling money from people, no matter what a customer.One other thing, I had forgotten about, in January we were without power for a week and had to use our generator and our electric bill didn't go down then either it went up just as the last bill.Regards,

Review: Electricity was turned off did not receive notice until after the services was turned off and there was a 7 day time to pay before the termination of services.Desired Settlement: A letter of appology, a credit to the account.

Business

Response:

On 11/4/14 a company representative contacted the customer. The representative advised the customer that although a disconnect notice was not received; a representative did try to make contact by phone four days prior to 10/23, to advise of the 10/28 disconnect date. The company would not reimburse for the cost of a hotel because the disconnect was not an error, but as a courtesy the company would cancel the reconnection fee.

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,

I have documentation that the disconnection notice was not until November 3rd . I sent the information to the company as well. If if needs to be sent again I can do that. the dispute is not about the amount owed. BUT THE SERVICES WERE TERMINATED BEFORE THE DATE PER THE NOTICE WE RECEIVED AFTER THE DISCONNETION.

Business

Response:

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.

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: AEP has continuously raised their rates and I needed 5 extra days to pay my bill and was told that they would not grant the extension.

Called AEP to request a 5 day extension on my electric bill and was told no because I have requested 2 extensions during the past 12 months and my service will be cut off May 3rd and I only needed to May 8th to pay..It is not my fault that AEP has contentiously increased their rates to the point where electric service is unaffordable and almost a luxury for a lot of people. They have a monopoly on electric service in my area, and I am forced to accept their terms or go without electricity. They say they are willing to assist customers having financial difficulties, but that is just not true.Desired Settlement: All I want is 5 extra days to pay the bill.

Business

Response:

The Company provides pay agreements when previous agreements are received as agreed. Company records indicate the customer has defaulted multiple times on pay agreements in past 12 months. The Company declines to enter into additional arrangements and asks that past due balance be received immediately.

Review: We are having problems with our light flashing off and comeing on with a power surg. They did this eleven times yesterday in a twenty four hour spand. When they flash off you hear a loud pop and their is no specheal time it happens. Makes no difference the weather conditions either. We have called Aep several times about the problem and have no luck getting it fixed. They told us it was trees hitting the lines and they come about six weeks ago and trimmed the trees, this did not help. This effects every one from where [redacted] road and [redacted] meet and points south east. With all the raises AEP has received to fix the lines, it would be nice if they would fix them, it getting expensive buying new appliance from power surges. I have called them again and have a work ordor for them to look at their equipment , but have been down this road before with no luck getting the problem fixed.Desired Settlement: Just fix the problem. Fix it so the settlement of [redacted] is not loosing power all time or having power surges.

Business

Response:

A company representative discussed the frequency of momentary outages with the customer and several community residents. An order was initiated to install a temporary recording meter at the customer's service to assist with an analysis of the problem. A company representative discovered a problem on the adjacent pole to customer's premise during a survey of the distribution line, prior to installing the recording voltmeter. An energized wire was too close to the neutral and contact was made due to wind and temperature changes. This was the apparent problem affecting the customer's service. The problem was repaired and the customer stated everything was working great in the residence after the repair. The customer was asked to contact the representative if problems arise again. The customer was appreciative of the company's quick response.

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. As of this morning we had not had any light flashing off, but will wait and see if they start back. If so I will be contacting the company back, for repair. Thank you for getting them to make a effert to fix the problem.Regards,[redacted]

Review: In the month of October the weather temperatures were higher overall than the norm for this time of year. Therefore, I did not have much use for the ac/heating system. When I received the bill in November for the month of October the bill was $200. I do not understand how this could be possible as I have not used that much electricity for the month of October. Is it possible that the company is estimating incorrectly due to an estimation of what the usage and temperatures usually are for this time of year? I also have a concern with the power outages that are occurring randomly. With the power cutting off when the heat is being used, it is costing more to reheat the house to the temperature it once was prior to the outage. After the surge of power that occurred after one of the power outages in November, my water heater is not functioning as it once was.Desired Settlement: I would like an explanation of charges. I would also like for my bill to no longer be estimated and for my meter to be read in person. I would also like an explanation for the reason for the many power outages.

Business

Response:

On 12/22/15 a company representative provided the customer with a voice message in regards to the concerns expressed. On 12/28/15 another representative provided written correspondence to the customer in order to address the multitude of misconceptions expressed by the customer.

Review: First: When I call AEP every single time I have gotten treated with disrespect, no one will help me resolve my issues or concerns that I am having, I do not feel that I am getting treated with the respect my husband and I deserve. I am getting over charged like crazy and I feel they do NOT care about there customers only the money the collect from us.

Second: I had called today 9/25/15, because my bill was due yesterday and my husband does not get paid until Tuesday 9/30/15. I was simply going to ask them if they would wait until then and I would make my payment and the lady was just rude as could be and charged me with an additional $40.00 which is outrageous because I have asked for this to be done once before and never once was charged a fee! Also, my lights were cut off in August and I had to pay $50.00 to have them cut back on which was understandable but now they are charging me an additional $50.00 on this bill for September, plus the $40.00 for them waiting until Tuesday? I was trying to figure out why the fifty dollars was on my bill and she didn't even help me, she didn't answer my question, I only just get charged more? I defiantly don't think I am getting treated like a equal citizen, I have been disrespected not only once but multiple times, I have been treated unfairly and I work hard for my money, which is not easy to come by these days, I would really truly appreciate something being resolved here.Desired Settlement: I would like a Manager contact from the company who will talk to me about my concerns on my billing. I would like the $50.00 that was added on my bill removed because I know for a fact I do NOT owe them that, as well as the $40.00 fee for waiting on THERE customer to give them a payment which was only 4 days away when I have plans on paying my bill. I just want to be talked to like a normal humane being and treated like a citizen of this country, as well as not being over charged for something I do NOT owe.

Business

Response:

The customer was given an extension to pay the bill on October 11, 2015. The extension included the entire bill, excluding a $31 deposit installment. There is no scheduled disconnection scheduled at this time. A company representative has attempted to contact the customer two times on 9/28, with no success. A voicemail and contact phone number was left for the customer.

The representative also attempted to contact the customer on September 29, 2015 at 1:36pm, 2:22pm, and 5:39pm; a voicemail was left each time with no response as of 12:37am on September 30, 2015. One more contact will be attempted for the final time. If the customer does not respond to the voice messages, the company will consider the case closed unless a response is received from the customer.

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,

My husband had called multiple times on the 30th and asked [redacted] if he could call me back at 6:00 because that's when I would be home from work, never got a call. Also, I tried calling multiple times today 10-5-15, at 3:50 pm, 6:00 pm, and 6:20 pm, left a voicemail each time as well with a contact number. I work various hours, and I have been trying to get in touch to discuss this matter. I will try contacting again tomorrow around 3:00 pm. I don't have a house phone and reception is very poor at my house, so it will have to be when I am in cell service. I will be able to pay the bill on 10-15-15.

Business

Response:

The company attempted to contact the customer again on 10/2/2015 at 12:39 PM and at 6:07 PM; we spoke to the caller’s husband at 12:39 PM, but he refused to discuss the issue with us and suggested we call again that day after 6 PM, which we did – we received no answer, but left another voicemail. We left two additional messages on 10/5/2015 at 6:45 PM and on 10/6/2015 at 6:37 PM.

On 10/5/2015, the customer requested and agreed to an extension to pay the account balance on 10/11/2015; unfortunately, the payment of the bill cannot be postponed any later. The company considers this matter resolved and will make no further attempts to contact the customer.

The customer can contact the company 24 hours a day, 7 days per week by calling [redacted] or by visiting us at AppalachianPower.com.

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,

I do NOT agree this is ridiculous, I work all the time and I had tried calling and calling multiple times with no answer, but its fine when I call and they don't answer? But when they call me and I don't answer they just give up?? I am calling tonight at 6:00 and I will call over and over again until I get in contact with someone. My problem has NOT been resolved and this is not right. They are suppose to be there for there customers not the customer be there for them!! If I do not get in touch with someone today when I call, I will call the Revdex.com. I haven't had any of my questions that I had about my bill discussed yet and it is not my fault I cannot answer when they call. Where I live I have no cell service so it has to be when I am in cell service and that is why I call so its easier for me and the company! I am not trying to be a pain in the rear, but I seriously just want to talk to someone about my billing because I know for a fact there's additional fee's on there that I do not need to be charged with! I know I had requested someone from the company to contact me to discuss this and by no means am I going back on my words, I do want to speak to someone from the company and when I received there voicemail is when I called back and I never got a answer. I don't understand what is going on, or why this has to be such a rush, but again I will call today around 6:00, and hopefully I will hear from someone!

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: First customer Service Rep. spoke to me rudely and would speak over me and would not let me speak. When attempting to speak she would speak over me. I released call call and called again, second rep mumbled what appeared to be cuss words towards myself, requested her supervisor, began yelling and arguing with me and then stated that there was no supervisor available and continued to argue with me.Desired Settlement: Would like a call from a supervisor, this company has always treated me fairly till today, I too am a supervisor in a call center and TERMINATE ANY employee who raised their voiced and argued with a customer. Refusing to assist the customer with transfer to a supervisor is an IMMEDIATE termination at my company and I would suggest the same for AEP> There will also be a complaint filed with the Utility Commission

Business

Response:

On 4/21/15 a company representative advised the customer the calls referenced will be reviewed, including appropriate action taken with the representatives involved. The Company’s expectation for representatives of the Company is to treat all customers in a respectful and professional manner. An apology was offered in that the Company failed to meet the customer’s expectations during this occasion. The customer was also advised another call will be reviewed during the customer’s request for an extended payment arrangement in order to verify the representative provided a full and accurate explanation as the arrangement was agreed upon.

The customer thanked the company representative for the call and stated previous experiences with AEP have been positive up until this incident. The representative conveyed the company will strive for continued positive experiences during any future interactions with company representatives.

Review: I received a final bill from AEP dated 01/21/2016. This was paid in full. Service was concurrently cancelled. I received a new bill for $.11 two months later. I called to inquire about this charge, and it was explained to me that they had a new policy that went in to effect 01/01/2016. They were back-billing two months after I had paid my account in full and cancelled service. I had two bills after this policy went into effect that could have had this charge on it, but AEP did not bill me for this charge in a timely manner. I disagree that they should be billing me the $0.11 since I paid my "FINAL BILL" in full, cancelled service, and then two whole months later, they wanted to retroactively charge me more money. The company does not give prepaid envelopes, and I am forced to spend $.49 on a stamp to send a payment for $.11. If they had billed this in a timely manner, I could have paid it as part of my regular billing cycle. This is poor customer service. When I explained I was willing to seek legal action, I was laughed at. I am requesting that the .11 cent charge be removed, as my account had already been paid in full and account closed two months prior to this bill. I should not be inconvenienced and billed for AEP's mistake or lack of timeliness.Desired Settlement: I am requesting that the .11 cent charge be removed, as my account had already been paid in full and account closed two months prior to this bill. I should not be inconvenienced and billed for AEP's mistake or lack of timeliness.

Business

Response:

The company canceled the $0.11 charge, as requested by the customer. A Customer Operations Center representative will attempt to contact the customer to advise of the cancelled charge. The previous call with the customer will also be reviewed.

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: I have been waiting for a check for 144.20 since June of 2015.told it was sent to [redacted] to be issued by them. I have been in contact with both . They both are passing the blame.I am a 67 year senior and I cannot afford to lose my money.Desired Settlement: refund

Business

Response:

On 12/15/15 a company representative verified with a [redacted] representative that another refund check for the amount of $244.20 was processed on 12/1/15. It takes 2-3 weeks once the check is processed to reach the customer. The customer’s correct mailing address was verified, also.

Business

Response:

I just got off the phone with [redacted] from [redacted]. She researched the customer name and stated that [redacted] contacted [redacted] yesterday inquiring about never receiving the check. A new mailing address was given by the customer in Vinton, Va. and another check request was entered. The customer spoke to [redacted] at [redacted]. I was given an internal request number of [redacted]. Again, I was advised 2-3 weeks for the customer to receive the check. [redacted] also said the previous check I was advised about in December was sent on 12/21/15, but to the address we had in Roanoke, VA. At this point I feel we have resolved the issue, but I thought that was the case in December. The complaint has been updated with this information also.

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 still have not received my refund.

Regards,

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,

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 still have not received any refund checks from Appalachian Power Company.

Regards,

Business

Response:

Upon notification on 2/17/16 that the customer had not received a refund from [redacted] as promised on several different occasions, AEP will request the funds from [redacted] and AEP will directly refund and issue a check to the customer. A company representative contacted the customer on 2/24/16 and advised the customer of the actions being taken by the company. The customer was advised the check will be mailed from AEP on Monday, 2/29/16.

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: I wrote on 8/22/14 asking for them to come out and check my meter because I had had the underground oil tank removed and the last time I looked at the meter, it wasn't showing me all the numbers.. maybe LCD screen was messed up on the meter. The person called back and somebody would get with me shortly about it. That never happened.. I called in to their 800 number to address the same issues and nothing.

So far I have gotten 2 outrageous bills and I have not done anything differently. I live by myself and keep the heat normally at a certain temperature.. it doesn't swing back and forth. I would like someone to come and check the meter because my bill shouldn't jump from $ 78.66 in November 2014 to $ 179.79 in December 2014.

Something is wrong somewhere.Desired Settlement: Would like the issue repaired and fixed and the charges for the past outrageous months adjusted. Thanks

Business

Response:

A company representative reviewed the customer’s electric usage for the previous 39 months. Company records indicate the meter readings are being received by the company’s MDC unit and are comparable with previous year’s readings. The usage for the period in question by the customer is less than previous years.

The daily kwh usage is as follows:

2014-15

Jan 36

Dec 38

Nov 51

2013-14

Jan 45

Dec 38

Nov 27

2012-13

Jan 42

Dec 44

Nov 39

The representative’s investigation concluded no issues exist with the accuracy of the meter. The representative made multiple unsuccessful attempts to discuss the concern with the customer. The customer does not have voicemail.

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

I spoke with representative at local AEP office, we are in talks still regarding this matter.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,