Initial Business Response /* (1000, 10, 2015/11/16) */
Contact Name and Title: [redacted] Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
I&M customer servicer representative (CSR) reviewed the customer's call from 10/12/15 requesting an extension. Based on that review...
it was determined that the customer was disconnected in error because he was told he had an extension of his disconnect, but that extension was not officially put on his account to stop the disconnect. The CSR left the customer a voicemail informing him that the [redacted] reconnect fee is being removed from his account.
OFFER:
Initial Business Response /* (1000, 6, 2016/10/24) */
Customer was billed deposit in accordance with commission guidelines. Company will agree cancel deposit and apply money to account. Should customer become delinquent in the future the deposit will be billed again and not cancelled. Customer is...
currently with a [redacted] credit resulting from the reversal of the two installments of the deposit charged to date.
Initial Business Response /* (1000, 5, 2016/04/26) */
[redacted] received a disconnect notice dated 3/16/16 for a balance of [redacted] that was due on March 7, 2016. The disconnect notice stated to avoid disconnection please pay before April 1, 2016. The disconnect also stated, 'Receipt of a new...
bill WILL NOT change the requirements stated on this notice'.
Ms. [redacted] paid [redacted] on 3/23/16 bringing the disconnect amount down to [redacted]
The service was disconnected on April 5, 2016 for the past due amount of [redacted]
Ms. [redacted] was quoted a total of [redacted] for reconnect. This amount consisted of the past due amount of [redacted] an initial installment of [redacted] for a deposit, and a [redacted] reconnect fee.
An electronic payment was received on 4/5 in the amount of [redacted] The customer still needed to pay [redacted] for reconnect. The customer made a payment in the amount of [redacted] through BillMatrix on 4/5 and the service was restored.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated previously, if not for the deceptive email which I've attached, the payment would have been received April 1st. I was misled, and under the belief the due date was extended, I chose to not do same day payment to avoid the extra fee. They claim to have left a voicemail informing us of the impending shutoff, but that is false. The technician who was sent out to shut it off never tried to make contact prior to shutting it off.
Final Business Response /* (4000, 9, 2016/05/19) */
DESCRIPTION:
Conversation with [redacted] on 5/18/16 at 12:50 p.m.
DETAILS:
Called and spoke with [redacted]. Apologized for the confusion with the electronic bill. Informed Ms. [redacted] that I will removed the [redacted] reconnection fee but the deposit stands due to several late payments in the last 12 months. Gave Ms. [redacted] my contact information. Ms. [redacted] stated thanked me and stated that she is satisfied. This complaint can be closed.
Initial Business Response /* (1000, 6, 2016/03/10) */
On 03/08/2016 spoke with customer to discuss her concerns with [redacted] trip charge. She feels this "trip fee" was for no practical reason. She called to make a payment arrangement and tried to speak with a supervisor where hard to make ends...
meet. The call notes on 02/15/16 was for a request of the balance due with no record of a payment arrangement discussed.
I reviewed with her the account was opened on 09/25/2015 with no payments received until 12/11/2015. The payment was returned on 12/15/15 for a insufficient check. The next payment received was on 01/15/16. She mentioned did not realize AEP would not accept a check from American Express.
There was an outbound call to her on 02/10/2016 for a needed payment to avoid any interruption of service. Then on 02/15/16 a disconnect notice was left in the morning. She was adamant a payment was made on 02/15/16 where it did not post to her account until 02/16/16. She would send an email confirmation of the payment made on 02/15/16. After review due to the payment being received after 3:00 p.m. (actual payment received 07:27:17 p.m.CST); the payment did not post to until the next business day 02/16/16 as shown on bill date 02/25/16. As a one-time courtesy, the [redacted] trip charge will be adjusted to her account.
I attached for her review a current bill, Billing & Payment History and Terms & Conditions of Service including the Service and/or Disconnect and Reconnect charges. Also, included www.indianamichiganpower.com for a complete copy.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you.
Initial Business Response /* (1000, 6, 2017/10/20) */
Three relevant phone calls between the customer and our Customer Operations Center have been reviewed on this account. Customer did call to say that she had a check from the church to apply to her account. There are no pay stations that are...
authorized to accept third party checks locally. Bill [redacted] could not be an option because customer's account has also been flagged as one that cannot be paid via check due to previous NSF activity. When customer called the operations center she indicated that she was going to mail the check. She was given instruction how to ready her home for reconnection upon receipt of the payment. There was no mention of sending the check by any other means. Had she shared that she intended to overnight the payment she would have been given an alternate address to facilitate that.
Initial Business Response /* (1000, 10, 2015/11/16) */
Contact Name and Title: [redacted] Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
The company was holding any new request for service at this address until fraud issues were resolved. Service was kept under a...
deceased person's name for years after the death. This is why it had to be resolved before any new applicant was accepted and why the balance could not transfer to the "landlords" new address. The person that owns the property is the decedent, and the person referred to as the property owner is a relative of the decedent. At the point of disconnection, the prior account was closed and the new account was not yet active since the resolution of fraudulent account was a requirement. There was no responsible party for service being used. The applicant was informed by phone on 10/5/15, the business day after she applied, that fraud issues at the address had to be resolved. A warning trip on 10/12 and 10/14 were made before disconnecting on 10/20. The applicant had ample warning of the pending disconnect. We decline to remove the [redacted] reconnect fee. We will not be issuing credit for days without power, since no energy was used, there were no charges for the days without power. Two payments were made on the account, [redacted] on 10/14 and [redacted] on 10/22/15, which paid the previous account and the new account was opened for the applicant and is now active.
OFFER:
Initial Business Response /* (1000, 5, 2017/09/26) */
/20/2017 and 9/21/2017 - CSR left voice mail messages for customer to return call to discuss concern.
9/21/2017 - [redacted] (wife) returned call. CSR informed [redacted] of the following:
1- Held disconnect order for one day as...
courtesy to allow time to review complaint.
2- Informed Samatha if payment not received on 9/22/2017 as one day courtesy account will be subject to disconnection on 9/25/2017. Samatha agreed to pay on 9/22/2017 between 12 Noon and 4 PM when she receives work check. See attachment section confirming customer made promised payment of [redacted] on 9/22/2017.
3- CSR and Samatha scheduled 9/25/2017 2 PM call to review EPA letter and phone recordings together so customer will have clearer understanding moving forward of what is expected (i.e. payments). Date and time chosen due to customer's work schedule.
4- CSR informed Samatha that the disconnection order was for the 8/21/2017 [redacted] amount that was not part of the payment arrangement; as it was in current balance status. Informed customer it was clearly discussed on 8/21/2017 phone call between Call Center Agent and Samatha which customer did acknowledge understanding and agreeing to the terms of the payment arrangement.
5- CSR informed Samatha EPA (Extended Payment Arrangement) letter was for the agreed upon past due prior to the 8/21/2017 current payment due of [redacted]
Initial Business Response /* (1000, 10, 2015/11/16) */
Contact Name and Title: [redacted] Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
I&M customer servicer representative (CSR) reviewed the customer's call from 10/12/15 requesting an extension. Based on that review...
it was determined that the customer was disconnected in error because he was told he had an extension of his disconnect, but that extension was not officially put on his account to stop the disconnect. The CSR left the customer a voicemail informing him that the [redacted] reconnect fee is being removed from his account.
OFFER:
Initial Business Response /* (1000, 6, 2016/10/24) */
Customer was billed deposit in accordance with commission guidelines. Company will agree cancel deposit and apply money to account. Should customer become delinquent in the future the deposit will be billed again and not cancelled. Customer is...
currently with a [redacted] credit resulting from the reversal of the two installments of the deposit charged to date.
Initial Business Response /* (1000, 5, 2016/04/26) */
[redacted] received a disconnect notice dated 3/16/16 for a balance of [redacted] that was due on March 7, 2016. The disconnect notice stated to avoid disconnection please pay before April 1, 2016. The disconnect also stated, 'Receipt of a new...
bill WILL NOT change the requirements stated on this notice'.
Ms. [redacted] paid [redacted] on 3/23/16 bringing the disconnect amount down to [redacted]
The service was disconnected on April 5, 2016 for the past due amount of [redacted]
Ms. [redacted] was quoted a total of [redacted] for reconnect. This amount consisted of the past due amount of [redacted] an initial installment of [redacted] for a deposit, and a [redacted] reconnect fee.
An electronic payment was received on 4/5 in the amount of [redacted] The customer still needed to pay [redacted] for reconnect. The customer made a payment in the amount of [redacted] through BillMatrix on 4/5 and the service was restored.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated previously, if not for the deceptive email which I've attached, the payment would have been received April 1st. I was misled, and under the belief the due date was extended, I chose to not do same day payment to avoid the extra fee. They claim to have left a voicemail informing us of the impending shutoff, but that is false. The technician who was sent out to shut it off never tried to make contact prior to shutting it off.
Final Business Response /* (4000, 9, 2016/05/19) */
DESCRIPTION:
Conversation with [redacted] on 5/18/16 at 12:50 p.m.
DETAILS:
Called and spoke with [redacted]. Apologized for the confusion with the electronic bill. Informed Ms. [redacted] that I will removed the [redacted] reconnection fee but the deposit stands due to several late payments in the last 12 months. Gave Ms. [redacted] my contact information. Ms. [redacted] stated thanked me and stated that she is satisfied. This complaint can be closed.
Initial Business Response /* (1000, 6, 2016/03/10) */
On 03/08/2016 spoke with customer to discuss her concerns with [redacted] trip charge. She feels this "trip fee" was for no practical reason. She called to make a payment arrangement and tried to speak with a supervisor where hard to make ends...
meet. The call notes on 02/15/16 was for a request of the balance due with no record of a payment arrangement discussed.
I reviewed with her the account was opened on 09/25/2015 with no payments received until 12/11/2015. The payment was returned on 12/15/15 for a insufficient check. The next payment received was on 01/15/16. She mentioned did not realize AEP would not accept a check from American Express.
There was an outbound call to her on 02/10/2016 for a needed payment to avoid any interruption of service. Then on 02/15/16 a disconnect notice was left in the morning. She was adamant a payment was made on 02/15/16 where it did not post to her account until 02/16/16. She would send an email confirmation of the payment made on 02/15/16. After review due to the payment being received after 3:00 p.m. (actual payment received 07:27:17 p.m.CST); the payment did not post to until the next business day 02/16/16 as shown on bill date 02/25/16. As a one-time courtesy, the [redacted] trip charge will be adjusted to her account.
I attached for her review a current bill, Billing & Payment History and Terms & Conditions of Service including the Service and/or Disconnect and Reconnect charges. Also, included www.indianamichiganpower.com for a complete copy.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you.
Initial Business Response /* (1000, 6, 2017/10/20) */
Three relevant phone calls between the customer and our Customer Operations Center have been reviewed on this account. Customer did call to say that she had a check from the church to apply to her account. There are no pay stations that are...
authorized to accept third party checks locally. Bill [redacted] could not be an option because customer's account has also been flagged as one that cannot be paid via check due to previous NSF activity. When customer called the operations center she indicated that she was going to mail the check. She was given instruction how to ready her home for reconnection upon receipt of the payment. There was no mention of sending the check by any other means. Had she shared that she intended to overnight the payment she would have been given an alternate address to facilitate that.
Initial Business Response /* (1000, 10, 2015/11/16) */
Contact Name and Title: [redacted] Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aep.com
The company was holding any new request for service at this address until fraud issues were resolved. Service was kept under a...
deceased person's name for years after the death. This is why it had to be resolved before any new applicant was accepted and why the balance could not transfer to the "landlords" new address. The person that owns the property is the decedent, and the person referred to as the property owner is a relative of the decedent. At the point of disconnection, the prior account was closed and the new account was not yet active since the resolution of fraudulent account was a requirement. There was no responsible party for service being used. The applicant was informed by phone on 10/5/15, the business day after she applied, that fraud issues at the address had to be resolved. A warning trip on 10/12 and 10/14 were made before disconnecting on 10/20. The applicant had ample warning of the pending disconnect. We decline to remove the [redacted] reconnect fee. We will not be issuing credit for days without power, since no energy was used, there were no charges for the days without power. Two payments were made on the account, [redacted] on 10/14 and [redacted] on 10/22/15, which paid the previous account and the new account was opened for the applicant and is now active.
OFFER:
Initial Business Response /* (1000, 5, 2017/09/26) */
/20/2017 and 9/21/2017 - CSR left voice mail messages for customer to return call to discuss concern.
9/21/2017 - [redacted] (wife) returned call. CSR informed [redacted] of the following:
1- Held disconnect order for one day as...
courtesy to allow time to review complaint.
2- Informed Samatha if payment not received on 9/22/2017 as one day courtesy account will be subject to disconnection on 9/25/2017. Samatha agreed to pay on 9/22/2017 between 12 Noon and 4 PM when she receives work check. See attachment section confirming customer made promised payment of [redacted] on 9/22/2017.
3- CSR and Samatha scheduled 9/25/2017 2 PM call to review EPA letter and phone recordings together so customer will have clearer understanding moving forward of what is expected (i.e. payments). Date and time chosen due to customer's work schedule.
4- CSR informed Samatha that the disconnection order was for the 8/21/2017 [redacted] amount that was not part of the payment arrangement; as it was in current balance status. Informed customer it was clearly discussed on 8/21/2017 phone call between Call Center Agent and Samatha which customer did acknowledge understanding and agreeing to the terms of the payment arrangement.
5- CSR informed Samatha EPA (Extended Payment Arrangement) letter was for the agreed upon past due prior to the 8/21/2017 current payment due of [redacted]