Complaints

This profile includes complaints for AEP/Southwestern Electric Power Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AEP/Southwestern Electric Power Company

  428 Travis St Shreveport, LA 71101-3105

• 

  AEP/Southwestern Electric Power Company

  1725 Texas St Natchitoches, LA 71457-3428

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted SWEPCO for the 3rd time since may 7th as tree and debris removal has still NOT been done at my property where 2 poles were replaced BY SWEPCO having nothing to do with my house other than the poles were on my property.
  My grass will need to be re-sodded in some areas where the limbs and debris have been sitting for 3 + weeks now and there are ruts in my yard from both tree trimming and SWEPCO vehicles.

  Business Response

  Date: 05/27/2025

  CSAR **** ****** called and spoke with Mr. *****.  ****
  let him know he would contact Forestry about the debris (order 968327020 was
  placed); this appears to not have been storm related but was trimmed back so
  broken pole could be changed out.  **** also advised the claim on ruts
  would be sent to our contractor that changed out the pole (Shelton Energy) and
  we will make sure they follow up. 
  
  (both tickets for this outage) SEE ATTACHMENT
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response Complaint: ********
  
  I am rejecting this response because: I do not know who Mr ***** may be… I am not married to a Mr ***** and I have called multiple times as a single white female regarding this complaint and need for removal.  Still… after 3 weeks I have heard nothing other than an email stating investigation.  This is absolutely unacceptable! 
  
  NOT Sincerely,
  
  *** *****
  
  

  Business Response

  Date: 05/29/2025

  *** **** ****** spoke to gentlemen named ***** and assumed it was Mr *****.  We have sent this to Forestry to address the issue.  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2024, we paid to have several dead trees removed from our property. However, three trees were too close to the power lines and the vendor said we had to call SWEPCo. We did and you arranged for Aspludh removed two of the three trees and said they would return with bigger equipment to remove the remaining tree.
  
  As of today (5/21/25), the third tree is still standing. However, in the last month several limbs have fallen from it as it is completely dead. I have sent emails and called numerous times to get you to schedule the trees removal to no avail. In fact, there was a huge crane from Aspludh in our neighborhood removing big trees but again they skipped us.
  
  This tree is going to cause damage if it falls. Is there any way to find out when you expect to remove this tree? I would really appreciate your help with this problem. Incidentally, this tree is very near the transmission box and will certainly kill the power for the entire neighborhood should it fall that way.
  
  Please let me know what are our next steps.

  Business Response

  Date: 06/06/2025

  On 5/23 we received a complaint concerning this tree issue. The ESA, *** ****** spoke to the customer and explained that we needed special equipment to handle the issue to remove this very large oak tree. He advised we plan to remove the tree. This is over 100 ft tree in which we do not have that sort of equipment on hand. 

  on 6/6/25 The ESA, *** ****** reached back out to Forestry to inquire about the equipment. 

  BELOW IS THE MESSAGE FROM ESA, *** ******:

  On
  May 22, 2025 ESA *** ****** reached out to customer regarding tree removal in
  electric right of way. ****** advised customer that the Forestry Department is
  aware of the tree and sent the removal request scheduling. 
  
  Update:
  ****** contacted ****** ****** ( SWEPCO Forestry) and she let him know Forestry recently got in a 100 ' bucket truck for hard to remove trees.
  Forestry is still aware of the situation at *** ******** and looking at removal
  options. 
  ******
  then reached back out to the customer through text message. Customer
  acknowledged and understood the situation. ****** notified the customer that as
  more or new information becomes available, he will let them know. 

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally received a bill from aep/SWEPCO around between January/february . The bill I received was incredibly high, I called aep and spoke to a representative. The representative I spoke with said I would be put on some type of budget plan. This plan was supposed to help me and it has not. The rep I spoke with said my bills would not be over 200 a month. My bills have been between 200-300 every month. Despite the conversation I originally had. Also while i have been on this plan Liheap blessed me with 1300. Last month I found out my credit balance from that organization was down to 100. I feel like aep lied and screwed me out of money and when I asked did the call to be pulled it magically disappeared.

  Business Response

  Date: 05/14/2025

  We have attempted to speak to this customer. We emailed the following information to the customer and still no response. We are closing at this time.

   

  From: ******* * ****** <***************>
  Sent: Friday, May 9, 2025 4:49 PM
  To: ************************
  Subject: SWEPCO / BBB INQUIRY
  
  Hi *******,
  I
  hope this message finds you well. My name is *******, and I am a Customer
  Account Representative with SWEPCO. I understand that there may have been some
  confusion or misinformation regarding our average monthly payment plan, and I
  want to address your concerns about your recent high bills.
  I
  reviewed your account and noticed that your bills exceeded $400 during the
  winter months. The average monthly payment plan is designed to assist customers
  in budgeting their expenses, but it does not change the actual amount of energy
  used. When the plan was initially set up, it was based on the previous 12
  months of usage at your location. However, since the property was vacant for
  some time, only minimal billing occurred during that period.
  Typically,
  we recommend that customers stay at a location for at least six months before
  enrolling in this program. If a customer wishes to enroll sooner, we adjust the
  average monthly payment based on current usage. The initial average of $102 was
  calculated based on the previous usage before you moved in.
  Your
  first full month’s bill (from November 8 to December 11) was $542.00, followed by $731.27, $597.18, 
  $562.46,
  and a recent bill of $189.36.
  Each of these bills replaced the previous month’s billing, leading to an
  increase in your average. Additionally, an extra $100.00 was added to your
  average to cover the deferred balance (the difference between actual usage and
  what was paid). I will be removing that additional charge and adjusting your
  average to $269.00.
  Given
  the high usage, I assume your heating system is all electric. If you have a
  heat pump or are using electric space heaters, it could explain the increased
  usage. To help identify the cause of these high bills and to ensure your usage
  is lower moving forward, I would be happy to conduct an energy audit at your
  convenience.
  Please
  feel free to call me at ************, or if you prefer, we can continue
  corresponding via email.
  Thank
  you for your understanding, and I look forward to assisting you further.
  Best
  regards,
  
  ******* * ****** | CUST SVCS ACCT REP SR
  *************** | D:318.862.2936
  428 TRAVIS, SHREVEPORT, LA 71101
  

  Customer Answer

  Date: 05/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I sent an email so I'm not sure why you try and close this matter before it was resolved. 
  
  
  
  ******* ******

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Swpeco on August 13th and spoke with a representative regarding the payment due date for my electric bill. I was told by the representative I had until April 16 2025 to submit payment well today is April 16th 2025 and my electricity has been disconnected and I am being told there is nothing that can be done unless I pay 500 plus dollars. When originally all that I was told I had to pay by the 16th was $301.00. I called on the 13th to confirm payment date just in case I needed to ask for an extension but once I was told I had I until the 16th and I knew I get paid on the 16th I felt no need to request an extension. I need my electricity . I need my electricity restored

  Business Response

  Date: 04/16/2025

  In reviewing the account, we have notation that the customer was advised she had until today to make her payment.  I reconnected her service and she will pay 301.54 tonight and the rest of her cut off amount 258.84 by 5/2. Her total balance is 782.86. She has 30 arrears 258.84 and 60 day arrears of 301.54.  She also has a bill due of 163.72 due on 5/7. I will monitor her account for payment tonight, and she is aware if the payment does not post tonight. I will have to issue back off tomorrow.  She was very pleased with the outcome. I did apologize to her for the error, and she has my direct number if she has any issues going forward.

  
  Thank you CSM Coordinator, ***** ******

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid my mother electric bill for many years. My mother passed away in April 2024. I still pay the electric bill at the house even though I live in the state of Iowa. Her resident is ***** *** *** ***** *** *****. I had forgot to pay her light bill for the month of December and will I remember I called and paid it but had to pay a restoral fee of $ 125 because it had been disconnected. After talking to the lady from West Virginia part of SWEPCO she stated the next electric bill was $552 dollars. I explain to her that no one was living in the house and there was a bare amount of electricity being used at the house. I told look at the bills from April to December and it was only one month’s when it was a little higher usage and that was in August when I came home for the summer. Also, when I paid the reconnect fee the lights were turned on immediately. The lights were turned on at 12:30 a.m. and the lady from West Virginia whom I was talking to from SWEPCO stated that someone would need to come out to the home to turn the lights back on. But I told her I just received an email stating the lights had been restored. SWEPCO sent a line man out to house few days later to check the meter and upon checking it he stated that the house was not using much electricity. But the lady stated the house had used over 5000 kilo watts for the bill that was $500 and I already the next month had used over 15000 kilo watts. I need explanations about this bill. Because once before the estimated three bills even though there was no electricity going to my mother house. Those bills came to over $1500 dollars.

  Business Response

  Date: 02/26/2025

  PSC Liaison ***** ****** reviewed this account and reached out the Customer Service Rep in this area.  She is a specialist that goes onsite to customer's home to find issues and is extremely knowledgeable in her job. Mr. ****** would not allow her to discuss the account. Please see our notes below and I have provided the usage history for this home. Just because a customer is not home and during extreme temps the unit is running to stay at the temperature the customer has it set on.  It has the potential to run 24 hours a day during extreme temps. There were extreme temps during this billing period.  The system works if you are at home or if you are not at home. It's performing as designed. We did test the meter and it's reading correctly.

  CSAR ******* ***** contacted Mr. ******. He refused to
  listen to any explanation that I tried to give him.  His meter was tested
  on Feb. 17th.  The meter tested 100% accurate.   He
  stated that he was not interested in anything that I had to say because I was
  trained to say what I needed to say in the sake of SWEPCO.    
  
  Usage was high during the time from of Jan. 7th to Jan. 29th.  Heat was left on during the ice/snow weather
  that was in the area.  Temps in the low 30/20s at night.  Heat was
  left on the keep the pipes from freezing. He said that no one has been to the
  home.  Anything I had to say was a lie per Mr. ******.  Usage is in line with previous years as well. We only charged a 9.00 reconnect fee and charged the customer a meter test fee of $40.00. The $123.59 he paid to be reconnected for the December bill, minus the interest paid from deposit interest. Please see attached.
  
  USEH MCSPB1   96
  70028   USAGE HIST - RES/SM COMM   02/26/25 17:11:31
     ****** ******* *                               06/20/11
  961-227-208-0 ACTIVE
  ***** ******* ***                   ******     010 015 RESIDENTIAL  16 16
  
  BILL TO  NO  TAR   
  TOD  BILLING   RD   
  BILLING    DEM  LOAD 
  HIS   BILL   MSC
     DATE   DAY CD    
  CD     KWH     CD    
  DEMAND     CD  FCTR 
  CD   TOTAL   BFL
  02/20/25  29 015            1,587  B                            O    197.37 
  N
  01/22/25  34 015            4,676  B                            O    552.44 
  N
  12/19/24  31 015            1,217  B                            O    147.38 
  N
  11/18/24  31 015              309  B                            O     45.76 
  N
  10/18/24  29 015              516  B                            O     75.86 
  N
  09/19/24  30 015              231  B                            O     36.76 
  N
  08/20/24  29 015            1,692  B                            O    189.94 
  N
  07/22/24  32 015              443  B                            O     63.30 
  N
  06/20/24  30 015            1,816  B                            O    244.53 
  N
  05/21/24  29 015            1,206  B                            O    169.62 
  N
  04/22/24  32 015            1,757  B                            O    202.60 
  N
  03/21/24  29 015            1,749  B                            O    218.81 
  N
  02/21/24  29 015            2,858  B                            O    317.51 
  N
  02/21/23  29 015            4,053  B                            O    452.94 
  N
  
  

   

  Business Response

  Date: 02/26/2025

  Please see attachments, copies of bills and breakdown

  Customer Answer

  Date: 03/09/2025

  The complaint hasn’t been resolved.  They gave different excuses why the bill was high but no real factual.  All they would say is there meter is reading correct and 3 different customers service representative stated the same thing about the meter and the local lady stated they didn’t know what they were talking about.  All in all I’m not the only person who electric bill went up that high in the area.  I believe this is wide scale fraud that’s going with SWEPCO because if people don’t pay it they will disconnect your service and all they have to say is our meter is right.

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved last year and transferred my electric service with SWEPCO. I could not make payments on my final bill from my old address which exceeded $800. I am a 100% disabled veteran on a fixed income. SWEPCO's policy is when someone is struggling give them a warning and add an extra charge of $268 in my case. I could not make payment arrangements and I am the only income in my home. I was trying to get help but received punishment instead. If I make every payment on time I get nothing but continued electricity. What an even trade. I would like my money refunded but I know that SWEPCO will not change their policy for 1 veteran.

  Customer Answer

  Date: 01/27/2025

  The situation has been resolved  Thank you for your help.

  Business Response

  Date: 01/29/2025

  In reviewing this complaint ** ******** had service with us at **** ****** ** *** ** ******* ***** ** and it closed on 9/4/24. He left owing Swepco 573.00 on his final bill.  

  Usually at the time of application for new service we require all old debts to be paid and we require a deposit. The person that set up his active account billed the deposit on three installments and transferred the balance to his new account.  It is unfortunate that we could not make arrangements on an old bill.  I did explain to ** ******** that we normally do not make arrangements on old debts. I explained to him our deposit guidelines and that we require deposits to keep our charge offs down. I explained when old debt is left, that is what makes his/my rates go up.  I did advise him if he pays on time for 12 months we will refund the deposit back to his account. Also, we pay 5 percent interest on all deposit in January to all of our customers because we are not allowed to make a profit on deposits. He stated he understood and i advised him I know it's frustrating with the cost of moving.

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called about getting an extension because I’m unable to pay my electric bill. It was up for disconnection and I asked if I could use my child’s medical certificate to qualify for extension. My child’s doctor is out of town and I’ve been disconnected. I was told once the certificate was on file, I could have my services restored. I called again and spoke with a supervisor and he told me that info was untrue. I tried to tell him what I’d been told and begged to please honor that information and transfer from my account I had previously. We live in Texas, it is hot, I have a disabled child and an infant. I would like for Swepco to please honor the information given, in good faith and transfer my documents so that my child doesn’t have to go without her medical needs. Please respond asap as we are without power.

  Business Response

  Date: 08/26/2024

  ***** ****** reviewed this account.  The customer received service at this location on 7/26. She was required to pay a deposit of 250.00. The deposit returned NSF. Therefore, she was not eligible for an extension until the returned payment was recovered.  By Texas PUC rules, we are allowed to cut service off due to non pay and we are only required to issue a bill and a cut off notice.  The Solution Center spoke to her this morning before she was cut off about a medical certificate.  Once, the services are off the Med Cert is no longer an option. I did explain to the customer had she reached out before the cut off effective date we could have reviewed a med cert. I am not sure what the medical issue is here.  We did fax it to a physician and have not received it back.  The customer has only paid 150 since their service began.  The rules do not require us to except a med cert after the cut off effective date. ***** ****** reviewed and spoke to ** **** and she said she understood.  She feels she was misled, and I explained to her the agents do not know when we may cut off due to the temperature's outside. I did tell her to proceed with Med Cert for us to have on record in the future.  She has a family member paying today to get reconnected. 

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been out of service for over 80 hours in just the year 2024 due to this company not maintaining their power lines and not taking outage reports in a timely manner. I have put in requests via email (with photographs attached) to have the trees cut off of the lines. They have done nothing. In fact, they called me to tell me they "weren't scheduled to look at my area until late this year." And "nothing could or would be done until then." I live in south Arkansas where it is over 100 degrees every day this time of year and my air conditioner won't work without electricity. The "customer service" representatives are not informed on outage situations and are often, obviously taking calls from their home.

  Business Response

  Date: 08/16/2024

  Dear ******* *******

  
  We understand how frustrating outages can be. They never
  seem to happen at a good time. Unfortunately, the ArkLaTex area has been hit
  with an unprecedented number of large spring and summertime storms. In July, Hurricane
  Beryl produced multiple days of outages along with multiple tornadoes. Beginning
  in April of this year there have been 14 outages for Mr. ******* residence. One
  was related to equipment failure, 2 outages were to de-energize the lines to
  allow crews to safely make repairs needed, 3 were from trees on the line, 7
  were weather or lightning related, and in one instance, we were not able to
  locate the root cause. While SWEPCO continuously strives to provide safe and
  reliable electricity, there are times, the cause of an outage is beyond our
  control. We do actively trim circuits based on a scheduled trim cycle. In
  between scheduled trimming, we monitor outages and attack problem areas as
  needed. I do see a forestry note on the account dated 07/18/24 where our forestry
  manager assessed the area. We will continue to assess any outages in the area and
  facilitate repairs and trimming as required. Please don't hesitate to reach out if I can be of further assistance.

  Thank you,

  ***** *****, Customer Services Supervisor

   

• Initial Complaint

  Date:07/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Knowing that I had a bit of a back=payment to this account, I proceeded to go to the EOA office here in Washington County Arkansas in order to secure their help with a LiHEAP application. I was accepted, and they pledged a total of $260 towards my bill.
  So imagine my surprise when I was notified, in no uncertain terms, that, unless I paid $82 by July 24th, my power would be shut off.
  I tried to contact them to get a clear understanding of why this is. I was told something about a "deposit," but it makes no sense.
  I know debt laws, and I know them well. Unless they can provide any kind of outlier, the payment from the LiHEAP application should count towards this supposed deposit. If they don't accept it, then the payment is considered rejected and, as a result, the law clearly states that the debt is considered invalid.
  I am trying to find some kind of understanding, but all I got from SWEPCO is double-talk and hangups when I brought up these things. I feel this is the only way they can hear that I don't think they're doing this fairly.

  Business Response

  Date: 07/19/2024

  Good morning,

  Our system will automatically bill a deposit to a customer if the customer pays late 2 months in a row or 3 months in a calendar year. *** ****** has done both of these so the system automatically billed a $246 deposit and divided it into 3 payments of $82. No payment has been made toward the deposit and $82 has been billed for the last two months. As a one-time courtesy, I am willing to request the deposit of $246 be removed from *** ****** account. Please advise the customer that in the future I will not be able to request this again. with the $246 deposit removed, the balance remaining is $221.41. The agency pledge of $260.92 will cover the remaining balance. 

  Please know that paying your balance on time will prevent this from happening in the future. If you are unable to pay, please reach out to Customer Service and ask to speak with a local Customer Service Account Rep. We are always glad to help.

  Please let me know if there is anything else I can do.

  Thank you,

  ***** *****

  ******** ******* *********** ************* **

  Customer Answer

  Date: 07/22/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22011824, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are trying to charge me a 483 dollar deposit after I have had service with them at my current residence for over a year. They’re saying that since I paid my last two bills late, the deposit was assessed, and there is no way to remove it from my bill which is absolutely ridiculous. I did get the agent to clarify that they can remove it, it’s just “policy” that they won’t. There was a tiny warning on my last bill about this deposit possibly being assessed. It did not say with certainty that it would be added. It’s also completely uncalled for because they have never had to disconnect my service. I paid my bill late twice so I’m being charged an almost 500 dollar deposit. I’ve had to pay a deposit at a different electric provider and it has always been at MOST 200. 500 dollars is insane. I also called them once to ask about it, and I was told that I was being put on hold for them to find a supervisor, and they put me on hold for 5 minutes and then hung up on me. And when I called back and finally got to speak to a supervisor, she told me that the previous agent had attempted to call my back which is a lie because my phone never rang once and I have my call logs to prove that.

  Business Response

  Date: 04/01/2024

  In reviewing this account opened on 11/25/22.  We did not require a deposit for new service. Usually, that is because we checked her credit and it advised to not bill a deposit. If a customer is late two times or more, we bill a deposit based on two times the average bill of a premise.  We bill deposits on three installments. We billed a deposit in March 2023 and removed it as a courtesy to the customer.  This is the second time we have requested a deposit to this customer due to late pay. Ms **** has paid late four times this year.  She spoke to a Supervisor on 3/29 and they agreed to bill the deposit on 5 installments, instead of 3. Swepco bills deposits based on credit history to alleviate charge offs left on accounts in which makes our rates go up to our rate payers. If the customer pays on time, the deposit is refunded back to their account.  We are not able to make a profit on deposits. We also pay our customer's any interest the deposit may earn while we are holding it. She currently has a past due on her account $155.13 cut off effective 4/9.  Also, we mail deposit warnings to the customer.  Ms **** spoke to four different people before a supervisor agreed to rebill on 5 installments, instead of three.  We do feel it's fair and supported by the public service commissions office to bill deposit for customer's that pay late to avoid being left with charge offs.  Thank you. I called Ms **** and left a message. 

   

  Customer Answer

  Date: 04/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 04/02/2024

  The customer returned my call and I explained all the details, along with why we bill deposits. I did remove the deposit billing as a 2nd courtesy. She is aware we will not be able to remove again in the future due to late pay.