Initial Business Response /* (1000, 6, 2015/12/18) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Investigation reveals that there was no error made in bills, application of payments, or disconnection for the dates in questionThe proper policy was followedCustomer made
repeated calls and spoke with Leads and SupervisorsAll advised that the disconnect was warranted and the reconnect fee was justifiedCustomer refused any aids that would avoid this problem in the futureMonthly billings clearly indicated the disconnect dates in several different locations and the payment needed to avoid each time
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2016/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I don't need assistance never have make more money then any of those non helping rip offs thereJust want my ** dollars back they said was going to a fee it never went to but hey who cares for some reason they are allowed to have a monopoly in our area and have no competition or other options for electric or I would be gone another lie in America we will protect from monopoly but only to a degree it bs as a customer I have no options for my electric company I hate them
Final Consumer Response /* (4200, 12, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I CHOSE TO PAY ??? I PAID WHAT THEY TOLD ME WHEN I CALLED TO SEE WHY IT WAS SHUT OFF I SURE DIDNT MAKE *** DOLLARS UP IN MY HEAD I WOULD OF PAID *** SO MAYBE YOU SHOULD PULL THOSE CONVERSATIONS UP AND LISTEN TO THEM WHY WOULD I NOT PAY * DOLLARS DIFF I OBVIOUSLY PAID IT AS SOON AS I CALLED SO THE MONEY WAS OF NO ISSUE
Final Business Response /* (4000, 14, 2016/01/18) */
Contact Name and Title: *** ***
Our CSR called customer to discuss this personallyCustomer choose not to return the callWe have reviewed the telephone conversations and find that everything supports our final decisionNo further offer to customer
OFFER:
Initial Business Response /* (1000, 11, 2016/12/28) */
After further investigation it was determined that the open was issued via our web servicesEven though the apartments have never used the web services for open/closes we are not able to determine who issued the request onlineA request has
been made with our billing department to waive the *** reconnect fee as a courtesyI have called to inform the customer of the refund that will be applied to her account
Initial Consumer Rebuttal /* (2000, 13, 2016/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The provided me with a credit as I asked for
Initial Business Response /* (1000, 6, 2016/10/31) */
After reviewing account our Credit Deptadvises:
Deposit was based on average two month bill at premise when account was opened in August Deposit was billed in accordance with IURC guidelines, company declines to cancel
deposit
Initial Consumer Rebuttal /* (3000, 8, 2016/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** dollars worth of bills that are full of extra charges and depositsThe electricity used does not add up to *** in two monthsmost commercial buildings don't cost that much to runAll I am asking for is a break from the crooked business you guys are conducting long enough to be able to get back on my feet and pay for the electric kWh that I actually useI have given almost every penny that I have to reconnect and pay your depositAre you truly that greedy that you would rather line your pockets than retain one of your customersIf this continues, I could lose my house because I cannot afford to pay both the mortgage and the electric billYou guys could learn a few thing on customer service and PRICING from a little company called IPL (Indianapolis Power and Light)
Final Business Response /* (4000, 10, 2016/11/09) */
On 11/7/I&M Customer Service Rep spoke with Mrs*** who advised that they had no further question or concerns
A meter test was performed on 1/31/to ensure that our equipment was working appropriatelyOur Customer Service Rep (CSR) contacted customer and they went over the results of the tests together. Customer was satisfied that the results were accurate. CSR went over some
possible tips that customer could do with her baseboard electric heat to run it a little more efficiently. As customer is struggling with paying this bill and has had a favorable payment history, CSR was able to offer a payment arrangement to assist with this and ensure that customer’s service would remain intact CSR also offered information on additional contact with us via the mobile app and the Indiana Michigan website
Initial Business Response /* (1000, 9, 2016/12/08) */
CSR has Placed a request with BAO to pull customer usage history prior to meter changed that occured in Also entered an order to have new meter tested that was installed in August, as usage is extemely lowWe have Called customer and
let her know that we are in process of researching this issueI informed her that it could take several days before we get back with her
Initial Consumer Rebuttal /* (3000, 12, 2016/12/19) */
Dear Sirs:
I have not heard any more from Aep since they called and told us it would be a couple of weeks for them to check our billsWe have not heard from them yetBut I will let you know when I do
PS: They said our bills are extremely low since they had our new meter onBut all er have running is a small freezer, fish tank, and refrigater all the time we unplug everything elseHave not heard from them yet since you sent us your letter
Final Business Response /* (4000, 22, 2017/01/13) */
CSR Call and spoke with Mrs*** againThey discussed the handwriteen letter that Revdex.com had forwarded on 1/10/she confirmed that she had writeten and sent the lettter prior to the CSR conversation with her on 1/4/CSR advised that he wanted to make sure that there were not additional questions that had not been answered previouslyCustomer is not happy with the month adjustment but confirmed that the problem had been addressed
Initial Business Response /* (1000, 5, 2016/07/18) */
In attempting to resolve the customer's concerns I had the conversation of 7/12/2016 between [redacted] and the call agent pulled. In listening to this is is apparent that the call agent asked her about the method in which she paid her...
bills. She advised that she paid online. He then summarized the agreement specifying that Mrs. [redacted] would need to make her [redacted] payment that day. No payment was received therefore the service was disconnected.
Because the call agent made the offer of payment arrangements and the provisions were not met in the alloted timeframe no adjustments can be offered to the customer.
Initial Business Response /* (1000, 17, 2015/06/30) */
The customer is on an extended payment arrangement. This is the 2nd payment arrangement that has been granted since February 2015. We are working with Ms. [redacted] in regards to her electric bill. The two payment arrangements are pasted below....
An excessive use letter was sent to the property on January 20. [redacted] called I&M on February 5, 2015 to start service. A lease and ID requirement was added to the open order because there was usage on the meter that no one was paying for. [redacted] called I&M on February 6, 2015, and stated that she owned the property along with her grandparents. She stated that they had been using the electricity while they were remodeling the home and she was taking responsibility for the prior usage, which is why the open date was backdated to 7/7/14.
[redacted] was originally charged a [redacted] deposit. The deposit is based on 2 times the monthly average, which is listed in I&M's Terms and Conditions of Service. The deposit was later lowered to [redacted] by a supervisor in the Customer Operations Center, in an effort to help Ms. [redacted].
DETAILS:
Ms. [redacted] has not returned my phone call and has not contacted I&M since 5/1/15 when her account was set up on an extended payment arrangement. The account has a current balance of [redacted] which is due July 6, 2015.
Initial Business Response /* (1000, 5, 2017/05/02) */
Customer payment in question in the amount of [redacted] on 4/3 was not sent directly to AEP by her bank. AEP received the Automated Clearing House (ACH) payment from Fiserv who is a third-party for the customer's bank. This is non-contracted...
unauthorized payment to AEP. The payment was part of a greater deposit of funds including numerous other customer payments. AEP has no way to determine who actually made this payment or the checking account used for the transaction.
ACH payment transactions have up to 60 days to be disputed and returned by the bank account holder and in compliance with banking regulations. This means they are not guaranteed good funds to the payee. This is why AEP requests proof of payment from the individual who sent the overpayment and ensures that same individual that made the payment is being refunded. Also, AEP requests proof that the transaction has cleared the customer's bank account and will not be reversed during the allowable time period. AEP will accept either a bank letter or copy of a bank statement showing this needed information.
Additionally, if an electronic refund of overpayment is requested then AEP would need both the bank routing and checking account number. This information is requested in writing to ensure accuracy with the electronic refund. If customer does not want to provide their full banking information for security reasons and has provided other requested information then a refund by prepaid card can be mailed to the customer.
Initial Business Response /* (1000, 7, 2016/07/05) */
DESCRIPTION:
Per CSR information:
Placed a call to customer on June 21, 2016 at 9:50 a.m.
DETAILS:
Placed a call to customer at XXX-XXX-XXXX received a fast busy sound a second time. CSR called the secondary number, it was the work...
number per the office. I asked for [redacted] and was told he was not in at the moment I left a message with my contact information.
I placed a call to [redacted] Supervisor Fort Wayne Solution Center to see if she could assist with the credit balance refund information on the account. Per supervisor a refund of [redacted] was refunded on June 13, 2016 [redacted] refund pre-paid visa). [redacted] said if the customer had requested a check the Solution Center Representative should have refered the cusotmer to [redacted] to request a check, which was done. I will explain the process to [redacted] when she returns the call.
7/5/2016 - To date, customer has not returned CSR call.
Initial Business Response /* (1000, 14, 2015/09/09) */
A disconnect notice was mailed to the customer 07/09/15 as well as an electronic copy sent to her email address of [redacted]@YAHOO.COM on the same day. On 07/23/15 an automated call was placed and a voicemail was left advising Ms. [redacted] to...
contact AEP/IM. Service was disconnected for non payment of [redacted] 07/27/15. Payment was not received and account finaled 08/03/15. Final account balance was [redacted] Payment of [redacted] was received 08/04/15. Payment of [redacted] was received 08/10/15 leaving a [redacted] credit balance.
Ms. [redacted] called to open new service 08/20/15. A [redacted] deposit plus [redacted] reconnect fee [redacted] were required for new service. $80.00 payment was received 08/20/15. Order was not released since requirement was still outstanding. $92.00 credit was still on previous account. [redacted] credit has been transferred to the new account and order has been released to the field.
Initial Consumer Rebuttal /* (3000, 16, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The point being that I was never contacted via a voice mail per their supervisors admission is still a valid complaint. The house is vacant due to being for sale and I now live with my fiancé. My only form of contact would have been through a failed "mail" copy, and phone contact. The total due on account was for less than [redacted] I certainly would have paid this if I would have know they would shut off service, charge a reconnect fee and new service deposit of [redacted]
Final Business Response /* (4000, 19, 2015/09/14) */
Contact Name and Title: [redacted]
In reviewing the conversation between Customer Solution Center Lead and customer (8/3/2015) it is apparent that customer was notified of the impending disconnect on 7/9/2015 via mail and email. She confirmed that there was a disconnect message on her monthly invoice but that she did not see it as she only looked for the balance and the disconnect notice was "on page 3". She also stated that she did not feel that she would be disconnected because the balance was relatively small. She said that since it was only [redacted] per month she felt that she could let it go. CSS Lead explained that it is based on deliquency rather than balance due. Customer disagreed but acknowledged that her bill was in excess of 60 days past due when it was disconnected. She also acknowleged that her last payment was received on 5/27/2015.
OFFER:
Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: [redacted] Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
I&M Revenue Assurance Coordinator contacted Mr. [redacted] on 12/15/15 to discuss the issue. She explained that the call on 12/7/15 was...
reviewed and he admitted that he had received the disconnect notice dated 11/15/15, which he did not dispute. On the call he also stated that the automated system told him his disconnect would be on 11/18/15 and even though he had the notice that said 11/16/15, he went with the later date, and probably shouldn't have. The field employee recalled the incident and stated he knocked twice on the door, heard the television running and no one answered the door. He left a disconnect door hanger and proceeded to meter location. He needed an adaptor and had to return to his vehicle when the customer's wife approached him stating that is was illegal he wasn't allowed to disconnect her. He explained to her that he is able to access the property legally and [redacted] was past due. There was no discussion about the company's policies to generate additional revenue or engagement in illegal activities. The company declines to waive the reconnect fee.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I so not accept their response. The disconnect notice that they are referencing was just a bill, their was no mention of a pending disconnect. This was all discussed in great detail over the course of 3 phone calls placed on 12/7/15. I would recommend that AEP take the time to review all of the case information before making a quick rebuttal with insufficient and incorrect data. It is very disappointing that they are opting to not even provide the necessary resources to properly investigate a customer complaint. I am still requesting that my account be credited for the [redacted] reconnect charge that is not valid.
Final Business Response /* (4000, 9, 2015/12/22) */
Contact Name and Title: L.[redacted]
In reviewing the bill sent to customer on 10/30/2015 and that the customer has acknowledged receipt of, there are two positions that clearly state a disconnect notice for 11/16/2015. Should the customer desire another copy we would be more than happy to provide that. No further consideration for adjustment will be offered.
OFFER:
Initial Business Response /* (1000, 8, 2017/02/14) */
I&M received customer concern on 1/30/2017 and had a representative to the residence by the end of that business day to test the meter for accuracy. The meter tested at 99.94 average accuracy indicating that the billing was correct and no...
adjustments were warranted. A letter was sent to customer on 1/31/2017 with this info. A CSR also attempted to call the customer at two different numbers to no avail. He then emailed the info to him so that he was certain that the issue had been addressed properly.
Initial Business Response /* (1000, 7, 2016/03/10) */
03/07/2016; representative contacted customer regarding removal of marketing mailing information from HomeServe. Left voice message on telephone number of record informing customer that representative has contacted HomeServe requesting their...
(name/address) be removed from their marketing mailing list. Provided customer with representative direct telephone number and AEP I&M Customer Operations Center 1-800 number for any follow-up concerns or questions. Representative sent email/memo to HomeServe requesting customer (name/address) be removed from their marketing mailing list.
Initial Business Response /* (1000, 5, 2017/02/28) */
Per CSR's notification 2/28/2017:
Spoke with [redacted] over the phone. He stated he never wanted to be on the budget program. Advised him that he has been taken off the program. I also gave him is balance due since the bill he recieved...
did not reflect his most recent payment. Customer had no further questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2017/03/09) */
I contacted the consumer by phone and he indicated this matter is now resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12652954, and find that this resolution is satisfactory to me.Thank you.
Initial Business Response /* (1000, 6, 2017/03/14) */
CSR placed a call to [redacted] and received the answering machine. Left a voice message stating that I received her concerns on the bill riders. I state that a rider explanation letter has been sent for her review. Also, explained that some...
of the cost/riders are federal and state mandated. Also provided CSR direct contact number.
Initial Business Response /* (1000, 6, 2016/12/06) */
The customer went online 11/8 through AEP website and scheduled a payment for 11/28 for [redacted] AEP received that payment on 11/28 and it posted to the customer's electric account.
On 12/2, the payment was returned/charged back to AEP for...
reason of bank code "R10" meaning a "not authorized" or fraudulent payment transaction. This type of return means the actual checking account holder filed a dispute through their bank and completed required written documents stating that they did not make the payment to AEP
Customer has blocked AEP from deducting any future payments from her checking account that she prompts online or otherwise.
In compliance with banking industry regulation, AEP would have to receive written documentation directly from the reporting financial institution for the not authorized return stating that AEP can accept future payments from the customer checking account
Initial Consumer Rebuttal /* (3000, 8, 2016/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not go online and set up a payment. On 11/8 at 5:02 pm I was standing in line to vote. I did not authorize the payment and could not get them to return the payment. This is not an acceptable solution. I want the return fee removed from my account.
[redacted]
Final Consumer Response /* (4200, 12, 2016/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered.
Final Business Response /* (4000, 15, 2016/12/19) */
As the customer (or her delegate) prompted the online payment and then the bank recall, which resulted in the additional charges, we will be unable to offer any type of resolution.
Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
This complaint was resolved previous via letter recvd. from customer to our COO/President. The resolution is noted as such from our Customer Solution Center Director:
He ...
made several calls about the deposit request. In all the ones that I listened to, the agents and leads were cordial and very helpful but they did not provide what he wanted. Some might describe his conversation as condescending. We also received a commission complaint regarding this issue today. I will respond to the complaint and document the details. In summary, I am working with him and will make the due date change. I have put a payment extension on the account for the current bill that is due on January 22. I have also canceled the pending deposit request and I am going to make an effort to get the [redacted] that was posted towards the deposit, applied to his current bill. I gave him some of the details of our deposit procedures. I assured him that our practices are regulated and they are not unethical or illegal. I didn't want him to get a false impression that the steps, which are being taken, are some kind of an admission to his accusations. I did apologize for the misunderstanding about our ability to make a permanent change to the due date. Mr. [redacted] was satisfied with the actions that were taken to resolve the complaint.
OFFER:
Initial Business Response /* (1000, 5, 2015/04/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
This Customer has also issued a complaint with the MPSC Complaint #XXXXXXXX. Our response to you is consistant with the one offered to...
them.
This comment per I&M employee responsible for commission complaints:
I contacted the Customer Operations Center and asked for the call from 04/13/15 to be reviewed. I was able to listen to the call. The customer, [redacted] R. [redacted], identied herself. She discussed making payment arrangements for the disconnect balance. The agent explained that she could not make arrangements until the past due balance of [redacted] was paid. She explained to the customer that she'd have to call back after the payment in order to set up the arrangement. The customer said that she'd call back once the payment was made. I am not removing the reconnect charge because the customer was aware that she needed to call back for an arrangement.
OFFER:
None
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not made aware that the disconnect would not be avoided if I did not call back to pay. My understanding was that I needed to make the payment in order to prevent disconnection. At no time did the representative clearly state that payments must he made by telephone. My intention was to call and make arrangements as I'd planned originally however I was not given a specific instruction that a phone call was the only way to prevent or when it would have to be made.
Final Business Response /* (4000, 10, 2015/04/22) */
Contact Name and Title: [redacted]
Unfortunetly we will be unable to refund the reconnection fees for customer. The process that she was to follow was made clear to her as reflected in the review of the conversation between her and one of our call center representatives. Customer neglected to follow through with the process described in detail and that she confirmed she understood.
OFFER:
None
Initial Business Response /* (1000, 7, 2016/08/30) */
Customer's telephone in not in working order. I&M Customer Service Representative has gone to residence on 8/26/2016 and 8/30/2016. On the last visit he spoke to the apartment complex manager. They advised that the customer was not home and...
that the premise was rarely occupied.
Initial Consumer Rebuttal /* (3000, 9, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These people are such liars, it is no longer funny. You can call my phone right now and you will either get me or my voicemail. It has not been cut off or number changed since I got it. That's is first. Secondly, why would I be home and there is no electricity, including air conditioning and it has been 85 plus degrees and unseasonably humid the last several weeks? My landlord denies speaking with anyone regarding me. If it was "rarely occupied" I would not have a lease. I am heavily involved in school and church, so in the daytime hours, if she had said that, it would be true. Third, why now? You made no attempts to contact me BEFORE you cut off my electricity in the middle of the hottest season of the year. What is that you have to say, that you have not said via this complaint? I have been checking my mail regularly and the only thing from this company is a bill saying there is a leftover balance from the shutoff. Do you see the discrepancies and the games that they play?
Final Consumer Response /* (2000, 13, 2016/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] was very accommodating and sincere. For once, I am completely satisfied.
Final Business Response /* (4000, 11, 2016/09/09) */
CSR REACHED A RESOLUTION WITH [redacted] BY ALLOWING MS. [redacted] TO PAY THE PAST DUE AMOUNT OF [redacted] AND NOT REQUIRING THE RECONNECT FEE. CUSTOMER IS SATISFIED
Initial Business Response /* (1000, 6, 2015/12/18) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Investigation reveals that there was no error made in bills, application of payments, or disconnection for the dates in questionThe proper policy was followedCustomer made
repeated calls and spoke with Leads and SupervisorsAll advised that the disconnect was warranted and the reconnect fee was justifiedCustomer refused any aids that would avoid this problem in the futureMonthly billings clearly indicated the disconnect dates in several different locations and the payment needed to avoid each time
OFFER:
Initial Consumer Rebuttal /* (3000, 8, 2016/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I don't need assistance never have make more money then any of those non helping rip offs thereJust want my ** dollars back they said was going to a fee it never went to but hey who cares for some reason they are allowed to have a monopoly in our area and have no competition or other options for electric or I would be gone another lie in America we will protect from monopoly but only to a degree it bs as a customer I have no options for my electric company I hate them
Final Consumer Response /* (4200, 12, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I CHOSE TO PAY ??? I PAID WHAT THEY TOLD ME WHEN I CALLED TO SEE WHY IT WAS SHUT OFF I SURE DIDNT MAKE *** DOLLARS UP IN MY HEAD I WOULD OF PAID *** SO MAYBE YOU SHOULD PULL THOSE CONVERSATIONS UP AND LISTEN TO THEM WHY WOULD I NOT PAY * DOLLARS DIFF I OBVIOUSLY PAID IT AS SOON AS I CALLED SO THE MONEY WAS OF NO ISSUE
Final Business Response /* (4000, 14, 2016/01/18) */
Contact Name and Title: *** ***
Our CSR called customer to discuss this personallyCustomer choose not to return the callWe have reviewed the telephone conversations and find that everything supports our final decisionNo further offer to customer
OFFER:
Initial Business Response /* (1000, 11, 2016/12/28) */
After further investigation it was determined that the open was issued via our web servicesEven though the apartments have never used the web services for open/closes we are not able to determine who issued the request onlineA request has
been made with our billing department to waive the *** reconnect fee as a courtesyI have called to inform the customer of the refund that will be applied to her account
Initial Consumer Rebuttal /* (2000, 13, 2016/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The provided me with a credit as I asked for
Initial Business Response /* (1000, 6, 2016/10/31) */
After reviewing account our Credit Deptadvises:
Deposit was based on average two month bill at premise when account was opened in August Deposit was billed in accordance with IURC guidelines, company declines to cancel
deposit
Initial Consumer Rebuttal /* (3000, 8, 2016/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** dollars worth of bills that are full of extra charges and depositsThe electricity used does not add up to *** in two monthsmost commercial buildings don't cost that much to runAll I am asking for is a break from the crooked business you guys are conducting long enough to be able to get back on my feet and pay for the electric kWh that I actually useI have given almost every penny that I have to reconnect and pay your depositAre you truly that greedy that you would rather line your pockets than retain one of your customersIf this continues, I could lose my house because I cannot afford to pay both the mortgage and the electric billYou guys could learn a few thing on customer service and PRICING from a little company called IPL (Indianapolis Power and Light)
Final Business Response /* (4000, 10, 2016/11/09) */
On 11/7/I&M Customer Service Rep spoke with Mrs*** who advised that they had no further question or concerns
A meter test was performed on 1/31/to ensure that our equipment was working appropriatelyOur Customer Service Rep (CSR) contacted customer and they went over the results of the tests together. Customer was satisfied that the results were accurate. CSR went over some
possible tips that customer could do with her baseboard electric heat to run it a little more efficiently. As customer is struggling with paying this bill and has had a favorable payment history, CSR was able to offer a payment arrangement to assist with this and ensure that customer’s service would remain intact CSR also offered information on additional contact with us via the mobile app and the Indiana Michigan website
Initial Business Response /* (1000, 9, 2016/12/08) */
CSR has Placed a request with BAO to pull customer usage history prior to meter changed that occured in Also entered an order to have new meter tested that was installed in August, as usage is extemely lowWe have Called customer and
let her know that we are in process of researching this issueI informed her that it could take several days before we get back with her
Initial Consumer Rebuttal /* (3000, 12, 2016/12/19) */
Dear Sirs:
I have not heard any more from Aep since they called and told us it would be a couple of weeks for them to check our billsWe have not heard from them yetBut I will let you know when I do
PS: They said our bills are extremely low since they had our new meter onBut all er have running is a small freezer, fish tank, and refrigater all the time we unplug everything elseHave not heard from them yet since you sent us your letter
Final Business Response /* (4000, 22, 2017/01/13) */
CSR Call and spoke with Mrs*** againThey discussed the handwriteen letter that Revdex.com had forwarded on 1/10/she confirmed that she had writeten and sent the lettter prior to the CSR conversation with her on 1/4/CSR advised that he wanted to make sure that there were not additional questions that had not been answered previouslyCustomer is not happy with the month adjustment but confirmed that the problem had been addressed
Initial Business Response /* (1000, 5, 2016/07/18) */
In attempting to resolve the customer's concerns I had the conversation of 7/12/2016 between [redacted] and the call agent pulled. In listening to this is is apparent that the call agent asked her about the method in which she paid her...
bills. She advised that she paid online. He then summarized the agreement specifying that Mrs. [redacted] would need to make her [redacted] payment that day. No payment was received therefore the service was disconnected.
Because the call agent made the offer of payment arrangements and the provisions were not met in the alloted timeframe no adjustments can be offered to the customer.
Initial Business Response /* (1000, 17, 2015/06/30) */
The customer is on an extended payment arrangement. This is the 2nd payment arrangement that has been granted since February 2015. We are working with Ms. [redacted] in regards to her electric bill. The two payment arrangements are pasted below....
An excessive use letter was sent to the property on January 20. [redacted] called I&M on February 5, 2015 to start service. A lease and ID requirement was added to the open order because there was usage on the meter that no one was paying for. [redacted] called I&M on February 6, 2015, and stated that she owned the property along with her grandparents. She stated that they had been using the electricity while they were remodeling the home and she was taking responsibility for the prior usage, which is why the open date was backdated to 7/7/14.
[redacted] was originally charged a [redacted] deposit. The deposit is based on 2 times the monthly average, which is listed in I&M's Terms and Conditions of Service. The deposit was later lowered to [redacted] by a supervisor in the Customer Operations Center, in an effort to help Ms. [redacted].
DETAILS:
Ms. [redacted] has not returned my phone call and has not contacted I&M since 5/1/15 when her account was set up on an extended payment arrangement. The account has a current balance of [redacted] which is due July 6, 2015.
Initial Business Response /* (1000, 5, 2017/05/02) */
Customer payment in question in the amount of [redacted] on 4/3 was not sent directly to AEP by her bank. AEP received the Automated Clearing House (ACH) payment from Fiserv who is a third-party for the customer's bank. This is non-contracted...
unauthorized payment to AEP. The payment was part of a greater deposit of funds including numerous other customer payments. AEP has no way to determine who actually made this payment or the checking account used for the transaction.
ACH payment transactions have up to 60 days to be disputed and returned by the bank account holder and in compliance with banking regulations. This means they are not guaranteed good funds to the payee. This is why AEP requests proof of payment from the individual who sent the overpayment and ensures that same individual that made the payment is being refunded. Also, AEP requests proof that the transaction has cleared the customer's bank account and will not be reversed during the allowable time period. AEP will accept either a bank letter or copy of a bank statement showing this needed information.
Additionally, if an electronic refund of overpayment is requested then AEP would need both the bank routing and checking account number. This information is requested in writing to ensure accuracy with the electronic refund. If customer does not want to provide their full banking information for security reasons and has provided other requested information then a refund by prepaid card can be mailed to the customer.
Initial Business Response /* (1000, 7, 2016/07/05) */
DESCRIPTION:
Per CSR information:
Placed a call to customer on June 21, 2016 at 9:50 a.m.
DETAILS:
Placed a call to customer at XXX-XXX-XXXX received a fast busy sound a second time. CSR called the secondary number, it was the work...
number per the office. I asked for [redacted] and was told he was not in at the moment I left a message with my contact information.
I placed a call to [redacted] Supervisor Fort Wayne Solution Center to see if she could assist with the credit balance refund information on the account. Per supervisor a refund of [redacted] was refunded on June 13, 2016 [redacted] refund pre-paid visa). [redacted] said if the customer had requested a check the Solution Center Representative should have refered the cusotmer to [redacted] to request a check, which was done. I will explain the process to [redacted] when she returns the call.
7/5/2016 - To date, customer has not returned CSR call.
Initial Business Response /* (1000, 14, 2015/09/09) */
A disconnect notice was mailed to the customer 07/09/15 as well as an electronic copy sent to her email address of [redacted]@YAHOO.COM on the same day. On 07/23/15 an automated call was placed and a voicemail was left advising Ms. [redacted] to...
contact AEP/IM. Service was disconnected for non payment of [redacted] 07/27/15. Payment was not received and account finaled 08/03/15. Final account balance was [redacted] Payment of [redacted] was received 08/04/15. Payment of [redacted] was received 08/10/15 leaving a [redacted] credit balance.
Ms. [redacted] called to open new service 08/20/15. A [redacted] deposit plus [redacted] reconnect fee [redacted] were required for new service. $80.00 payment was received 08/20/15. Order was not released since requirement was still outstanding. $92.00 credit was still on previous account. [redacted] credit has been transferred to the new account and order has been released to the field.
Initial Consumer Rebuttal /* (3000, 16, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The point being that I was never contacted via a voice mail per their supervisors admission is still a valid complaint. The house is vacant due to being for sale and I now live with my fiancé. My only form of contact would have been through a failed "mail" copy, and phone contact. The total due on account was for less than [redacted] I certainly would have paid this if I would have know they would shut off service, charge a reconnect fee and new service deposit of [redacted]
Final Business Response /* (4000, 19, 2015/09/14) */
Contact Name and Title: [redacted]
In reviewing the conversation between Customer Solution Center Lead and customer (8/3/2015) it is apparent that customer was notified of the impending disconnect on 7/9/2015 via mail and email. She confirmed that there was a disconnect message on her monthly invoice but that she did not see it as she only looked for the balance and the disconnect notice was "on page 3". She also stated that she did not feel that she would be disconnected because the balance was relatively small. She said that since it was only [redacted] per month she felt that she could let it go. CSS Lead explained that it is based on deliquency rather than balance due. Customer disagreed but acknowledged that her bill was in excess of 60 days past due when it was disconnected. She also acknowleged that her last payment was received on 5/27/2015.
OFFER:
Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: [redacted] Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
I&M Revenue Assurance Coordinator contacted Mr. [redacted] on 12/15/15 to discuss the issue. She explained that the call on 12/7/15 was...
reviewed and he admitted that he had received the disconnect notice dated 11/15/15, which he did not dispute. On the call he also stated that the automated system told him his disconnect would be on 11/18/15 and even though he had the notice that said 11/16/15, he went with the later date, and probably shouldn't have. The field employee recalled the incident and stated he knocked twice on the door, heard the television running and no one answered the door. He left a disconnect door hanger and proceeded to meter location. He needed an adaptor and had to return to his vehicle when the customer's wife approached him stating that is was illegal he wasn't allowed to disconnect her. He explained to her that he is able to access the property legally and [redacted] was past due. There was no discussion about the company's policies to generate additional revenue or engagement in illegal activities. The company declines to waive the reconnect fee.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I so not accept their response. The disconnect notice that they are referencing was just a bill, their was no mention of a pending disconnect. This was all discussed in great detail over the course of 3 phone calls placed on 12/7/15. I would recommend that AEP take the time to review all of the case information before making a quick rebuttal with insufficient and incorrect data. It is very disappointing that they are opting to not even provide the necessary resources to properly investigate a customer complaint. I am still requesting that my account be credited for the [redacted] reconnect charge that is not valid.
Final Business Response /* (4000, 9, 2015/12/22) */
Contact Name and Title: L.[redacted]
In reviewing the bill sent to customer on 10/30/2015 and that the customer has acknowledged receipt of, there are two positions that clearly state a disconnect notice for 11/16/2015. Should the customer desire another copy we would be more than happy to provide that. No further consideration for adjustment will be offered.
OFFER:
Initial Business Response /* (1000, 8, 2017/02/14) */
I&M received customer concern on 1/30/2017 and had a representative to the residence by the end of that business day to test the meter for accuracy. The meter tested at 99.94 average accuracy indicating that the billing was correct and no...
adjustments were warranted. A letter was sent to customer on 1/31/2017 with this info. A CSR also attempted to call the customer at two different numbers to no avail. He then emailed the info to him so that he was certain that the issue had been addressed properly.
Initial Business Response /* (1000, 7, 2016/03/10) */
03/07/2016; representative contacted customer regarding removal of marketing mailing information from HomeServe. Left voice message on telephone number of record informing customer that representative has contacted HomeServe requesting their...
(name/address) be removed from their marketing mailing list. Provided customer with representative direct telephone number and AEP I&M Customer Operations Center 1-800 number for any follow-up concerns or questions. Representative sent email/memo to HomeServe requesting customer (name/address) be removed from their marketing mailing list.
Initial Business Response /* (1000, 5, 2017/02/28) */
Per CSR's notification 2/28/2017:
Spoke with [redacted] over the phone. He stated he never wanted to be on the budget program. Advised him that he has been taken off the program. I also gave him is balance due since the bill he recieved...
did not reflect his most recent payment. Customer had no further questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2017/03/09) */
I contacted the consumer by phone and he indicated this matter is now resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12652954, and find that this resolution is satisfactory to me.Thank you.
Initial Business Response /* (1000, 6, 2017/03/14) */
CSR placed a call to [redacted] and received the answering machine. Left a voice message stating that I received her concerns on the bill riders. I state that a rider explanation letter has been sent for her review. Also, explained that some...
of the cost/riders are federal and state mandated. Also provided CSR direct contact number.
Initial Business Response /* (1000, 6, 2016/12/06) */
The customer went online 11/8 through AEP website and scheduled a payment for 11/28 for [redacted] AEP received that payment on 11/28 and it posted to the customer's electric account.
On 12/2, the payment was returned/charged back to AEP for...
reason of bank code "R10" meaning a "not authorized" or fraudulent payment transaction. This type of return means the actual checking account holder filed a dispute through their bank and completed required written documents stating that they did not make the payment to AEP
Customer has blocked AEP from deducting any future payments from her checking account that she prompts online or otherwise.
In compliance with banking industry regulation, AEP would have to receive written documentation directly from the reporting financial institution for the not authorized return stating that AEP can accept future payments from the customer checking account
Initial Consumer Rebuttal /* (3000, 8, 2016/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not go online and set up a payment. On 11/8 at 5:02 pm I was standing in line to vote. I did not authorize the payment and could not get them to return the payment. This is not an acceptable solution. I want the return fee removed from my account.
[redacted]
Final Consumer Response /* (4200, 12, 2016/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered.
Final Business Response /* (4000, 15, 2016/12/19) */
As the customer (or her delegate) prompted the online payment and then the bank recall, which resulted in the additional charges, we will be unable to offer any type of resolution.
Initial Business Response /* (1000, 5, 2016/01/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
This complaint was resolved previous via letter recvd. from customer to our COO/President. The resolution is noted as such from our Customer Solution Center Director:
He ...
made several calls about the deposit request. In all the ones that I listened to, the agents and leads were cordial and very helpful but they did not provide what he wanted. Some might describe his conversation as condescending. We also received a commission complaint regarding this issue today. I will respond to the complaint and document the details. In summary, I am working with him and will make the due date change. I have put a payment extension on the account for the current bill that is due on January 22. I have also canceled the pending deposit request and I am going to make an effort to get the [redacted] that was posted towards the deposit, applied to his current bill. I gave him some of the details of our deposit procedures. I assured him that our practices are regulated and they are not unethical or illegal. I didn't want him to get a false impression that the steps, which are being taken, are some kind of an admission to his accusations. I did apologize for the misunderstanding about our ability to make a permanent change to the due date. Mr. [redacted] was satisfied with the actions that were taken to resolve the complaint.
OFFER:
Initial Business Response /* (1000, 5, 2015/04/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
This Customer has also issued a complaint with the MPSC Complaint #XXXXXXXX. Our response to you is consistant with the one offered to...
them.
This comment per I&M employee responsible for commission complaints:
I contacted the Customer Operations Center and asked for the call from 04/13/15 to be reviewed. I was able to listen to the call. The customer, [redacted] R. [redacted], identied herself. She discussed making payment arrangements for the disconnect balance. The agent explained that she could not make arrangements until the past due balance of [redacted] was paid. She explained to the customer that she'd have to call back after the payment in order to set up the arrangement. The customer said that she'd call back once the payment was made. I am not removing the reconnect charge because the customer was aware that she needed to call back for an arrangement.
OFFER:
None
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not made aware that the disconnect would not be avoided if I did not call back to pay. My understanding was that I needed to make the payment in order to prevent disconnection. At no time did the representative clearly state that payments must he made by telephone. My intention was to call and make arrangements as I'd planned originally however I was not given a specific instruction that a phone call was the only way to prevent or when it would have to be made.
Final Business Response /* (4000, 10, 2015/04/22) */
Contact Name and Title: [redacted]
Unfortunetly we will be unable to refund the reconnection fees for customer. The process that she was to follow was made clear to her as reflected in the review of the conversation between her and one of our call center representatives. Customer neglected to follow through with the process described in detail and that she confirmed she understood.
OFFER:
None
Initial Business Response /* (1000, 7, 2016/08/30) */
Customer's telephone in not in working order. I&M Customer Service Representative has gone to residence on 8/26/2016 and 8/30/2016. On the last visit he spoke to the apartment complex manager. They advised that the customer was not home and...
that the premise was rarely occupied.
Initial Consumer Rebuttal /* (3000, 9, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These people are such liars, it is no longer funny. You can call my phone right now and you will either get me or my voicemail. It has not been cut off or number changed since I got it. That's is first. Secondly, why would I be home and there is no electricity, including air conditioning and it has been 85 plus degrees and unseasonably humid the last several weeks? My landlord denies speaking with anyone regarding me. If it was "rarely occupied" I would not have a lease. I am heavily involved in school and church, so in the daytime hours, if she had said that, it would be true. Third, why now? You made no attempts to contact me BEFORE you cut off my electricity in the middle of the hottest season of the year. What is that you have to say, that you have not said via this complaint? I have been checking my mail regularly and the only thing from this company is a bill saying there is a leftover balance from the shutoff. Do you see the discrepancies and the games that they play?
Final Consumer Response /* (2000, 13, 2016/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] was very accommodating and sincere. For once, I am completely satisfied.
Final Business Response /* (4000, 11, 2016/09/09) */
CSR REACHED A RESOLUTION WITH [redacted] BY ALLOWING MS. [redacted] TO PAY THE PAST DUE AMOUNT OF [redacted] AND NOT REQUIRING THE RECONNECT FEE. CUSTOMER IS SATISFIED