ComplaintsforAEP Ohio

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  AEP is my Residential power provider. I noticed on my current bill that the Transmission service charge and Distribution Charge changes from month to month. I contacted AEP Ohio and asked them how they figure the charge amount, and the representative told me that they were unable provide the information that I wanted and that was the end of the call. 01/18/2024-02-15-24 Bill charges are as followed. 26.04$ for Transmission service, 42.40$ Distribution service, Customer charge 10$ and 55.66 for the 785Kwh at $0.0709. 02/16/24-03/15/24 Bill charges as followed Transmission service 21.46$, Distribution service 36.69, Customer charge 10$ and Current supplier charge 45.87 647Kwh @ $0.0709. 03/16/24-04/16/24 Bill charges as followed Transmission service 30.77$, Distribution service 39.35$, Customer charge 10$ and Current supplier charge 49.87 702Kwh @ $0.0709.

  Business response

  04/23/2024

  An AEP Ohio CSR called and spoke with Mr. ******* to resolve his concerns. Mr. Parlsey filed an informal complaint with the Public Utilities Commission of Ohio.  A detailed response has been sent to the PUCO.  The investigator assigned to Mr. *******'s case will contact him to discuss in detail or Mr. ******* can contact the investigator and reference case ID ******** to discuss.

  Thank you,

  Sherry

  AEP Ohio

  Customer response

  04/23/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I may a bill payment on 3/28/24 but AEP never debt it from my account and sent me a letter saying the payment was returned. I called my bank and they said AEP never tried to debt the account. When I contacted AEP they said to contact ********** however when I called them they said I had to be a representative of AEP to talk to them about the payment.

  Business response

  04/04/2024

  Our records shows that customer's payment was presented to his bank; however, the payment was returned, stating that the account was closed.  Customer did make additional payment on 4/2/2024, the account has a $0.00 balance at this time. 
  
  An AEP credit coordinator called customer on 4/4/2024 at 2:00 pm, customer answered the phone and asked who I was, the credit coordinator explained who he was and why he was calling.  Customer held the phone for a minute and then hung up.  The credit coordinator called customer back three times, each time the call went to voicemail.  The credit coordinator left a message asking the customer to return the call if he wanted to discuss the complaint.  The credit coordinator left his direct contact number. 
  
  Please consider this request fulfilled on behalf of AEP Ohio.
  
  Thank you,
  Sherry

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint regarding my electric bill, which has consistently been almost $400 per month despite signing up for a plan that purported to help save money. I am deeply concerned as the plan has not only failed to provide any savings but has instead led to a significant increase in my monthly expenses. When I contacted customer support to address this issue, I was informed that the elevated charges were a direct result of the plan. However, this contradicts the primary purpose of the plan, which was advertised to assist in saving money. It is perplexing and distressing to find myself in a situation where my bill has nearly doubled from its previous amount of $200. Moreover, I was shocked to learn that removing myself from the plan would incur an exorbitant fee of $600. This is entirely unjust and unacceptable, especially considering the financial strain this plan has placed on my family. What is particularly troubling is that I was never informed of any potential costs associated with discontinuing the plan at the time of enrollment. The lack of transparency regarding such significant fees is highly deceptive and leaves me feeling deceived and exploited as a consumer. I urge you to investigate this matter promptly and take appropriate action to rectify the situation. It is imperative that measures are implemented to prevent other consumers from falling victim to similar misleading practices in the future.

  Business response

  03/12/2024

  Hello - 

  On 3/8/2024 an AEP Ohio CSR spoke with the customer and informed her that the bill is correct and the AMP plan she is billed on is correct. The CSR explained that the AMP plan is based on a rolling 12-month average of her billed amounts. The CSR told her the AMP amount is different than the monthly amount because the AMP amount is an average of the past 12 months and gave her 2 examples. On August 16, 2023, if she was not on AMP her bill would have been $525.05 but the AMP plan was $304.00.  On February 16, 2024 if she was not on AMP her bill would have been $247.64, but the AMP plan was $380.00. The CSR told her the deferred amount of $696.11 that shows on her bill is because she has underpaid and if she elects to come off of the AMP plan that balance becomes due. The CSR stressed the AMP plan is an Average Monthly Payment. It balances the monthly bill. She misunderstands because she says it is supposed to save money. The CSR suggested she go on the AEP Ohio website if needed to gain additional information and understanding, and informed the customer that there was a rate increase which increased what she is paying for electric. The CSR advised her the bill is correct.  

  Please consider this request fulfilled.
   
  Thank you.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complain is about AEP wrongfully charging me for a service not provided. I had a bill that was charge to my account for the period of 11/15/23 -12/15/23 in the amount of 353.35. this amount was paid in full. I turned my meter off since I have solar and was running my solar power. I got a second bill for the period of 11/16/23-12/15/23 in the amount of 259.03. for which my meter was still off at that period. I again got a third bill for the period of 01/19/23-02/16/24. in the amount of 343.1 for which I believe its a combination of the second and the third bill. I'm not sure how the meter got read since I was keeping truck to make sure AEP has a personnel coming over for the readings. Myself or my family did not see anyone coming in for the reading but AEP manage to get a kilowatts for the off meter for two consecutive month. I pleading with BBB to aide me in resolving this two bills they did not provide services for. Please reach out to me for any questions or concerns on ********** or by email on ***************************

  Business response

  02/29/2024

  Hello - 
  
  On 2/27/2024 an AEP Ohio CSR spoke with the customer, and he was concerned about a payment not being received. He says the payment was made at Kroger. The customer will go to Kroger with receipt for them to fix the payment.
  
  Please consider this request fulfilled.
   
  Thank you,
   
  Amber

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been charged a second deposit by AEP for past-due bills that have now been paid. Today, I contacted AEP to find out why my bill showed additional charges from AEP. They reported that due to my late December payment, I was charged a deposit of $150.00. I explained that I paid a deposit when I started my account, and they reported they have a policy that they will take another deposit if your bill continues to be late. I explained to them that I had been late on my bill. However, I paid a deposit when I started the account. I further explained that I applied for assistance through them, and the December bill would have been late due to waiting on their neighbor-to-neighbor program to approve me. I spoke with two people. The first person was rude to me and argued with me. I then requested a Supervisor, who was also rude. They both counted the times I was late on my bill while I was on the phone. I explained to both of them that I wasn't disputing the fact that I was late; I was discussing that charging an additional deposit on top of late fees while waiting for assistance was unethical. The Supervisor reported this was a policy that the Public Utilities Commission handed down, and it applies to everyone. She again pointed out that I was late on my bill and told me that waiting on assistance was not why I was late paying my bills. I attempted to clarify with her that it was the Public Utilities Commission that I needed to contact. She said you can, but it won't change. She then attempted to argue with me about why charging the deposit was ethical. I then explained that she could not assist me and that I would move forward with the BBB and Public Utilities Commission.

  Business response

  02/29/2024

  Hello -        
  
  An AEP Ohio credit coordinator attempted to reach the customer via phone on multiple occasions but was unsuccessful. The coordinator left his contact number for the customer to call him back directly but has not received any calls from the customer. The customer was billed a $100.00 deposit when she moved into the property in 2021. The customer has paid late on her account multiple times over the past couple years.
  
  In December 2023, the customer was billed an additional deposit in the amount of $148.00   due to the late payments. Customer's do receive a notification that a deferred deposit will be charged if the customer continues to pay late. This customer was sent this notification on 9/20/2023. The billing statement has been attached.
   
  On 2/29/2024 the coordinator sent the following email to the customer:      
  "Hello Ms. *******
   
   I am with AEP Ohio. I have tried contacting you to address the complaint you filed with the Public Utility Commission of Ohio.

  Your complaint states that you were billed an additional deposit, while awaiting assistance on bill, from a state agency. We are not aware that you were seeking assistance on your bill. We sent notification of the deferred deposit on your September bill. This was to inform you of the possibility of a deposit being billed. I am sorry I was unable to reach you to discuss this issue.
  
  If you would like to discuss your account, please contact me.
  
  Thank you."
   -END-                              
  
  Please consider this request fulfilled.
   
  Thank you.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to reconnect electrical power during below freezing temperatures to one of my families rental properties when all heat in the building is electric, causing a higher chance of water damage due to possible frozen pipes occuring. We have landlord contracts in place with the company to have the power reverted to our name for periods of time in between tenant occupancy. Aep fails to recognize these contracts and one of their supervisors (Jerri B****) has been completely rude and improper in her manner in dealing with this issue. On multiple occasions she has hung up on myself and my grandmother as well as talking down to both of us in condescending matters, instead of following the outlines of the landlord contracts.

  Business response

  02/23/2024

  Hello -   
  
  On 2/20/2024 an AEP Ohio CSR contacted customer to review and find the address that this originally happened at, which was **** ***** *** **** ****. Mr. ****** explained that the previous tenant had passed away and that her trustee had called in to close the    account which led to meter being disconnected. The owner was very concerned that the pipes would freeze and couldn't understand why the owner agent agreement did not go through. After multiple conversations Mr. ****** was able to get in touch with someone that was able to help him. The power was restored, and the CSR verified that the new owner agent information was on this account.            
  
  Please consider this request fulfilled.
   
  Thank you. 
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AEP Ohio is over charging monthly energy usage.

  Business response

  02/20/2024

  Hello -

  On 2/16/2024 an AEP Ohio CSR attempted to reach the customer via but had to leave a message advising the customer if she needed more clarification on any billing issues to please return her call. The CSR left her direct contact number. The customer has not returned her call. 

  Please see the attached bill copies for reference. 

  Please consider this request fulfilled.
   
  Thank you.
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother owns this house. She contacted AEP for electric in September and paid for September and October. She transferred AEP into my name in October. I paid the November bill. 

  The next bill I received was on 12.18.23, which was weeks after the due date of 12.11.23. And in it was a disconnect notice saying my total account due was $409.86. Then it said to avoid disconnect, I must pay before January 24, 2024.

  The next day, I received another notice, which said I owed $1,103.70. I called AEP, and I was told someone was stealing my electric, and I should file a police report. So, I contacted the Bucyrus police department, and Officer Dorsey, said he would not take a report from me, he had to hear from AEP. 

  I called AEP back, and they said they would send a tech in a couple of days to look around to determine if electric was being stolen. I don't know if a tech ever came out. 

  I called back to say I did not see a tech. The rep said to turn off all electric and go look at the meter which I did, and the electric was still reading very high. So, she said she would send a tech to check out the meter. A tech came out maybe the 22nd or 23rd of December.  He said I had a new meter, and it must be the house. I said my house had just been rewired, so nothing wrong with the electric. he said he didn't know why it was reading high adn told me to have a nice day. 

  So I called back, and spoke to a nice woman, who transferred me to a high voltage person, who said there is something wrong, but everything is okay on their end. 

  I hadn't received a January bill, so I called and was told it would be sent out the 18th of January.

  My electric was cut off yesterday. Even though I did not receive a bill or a disconnect notice. I called them yesterday, and they didn't have much to say but that I would have to pay $175 to get the electric back on. 

  They told me they would shut it off on Valentines Day if they didn't get their $1103.70. They have no explanation as to where my paper bills are going. They did not tell me whether there was any way to go online to see and pay the bill.

  They agreed to put me on a $175 a month payment plan. 

  I have all of my confirmation numbers to prove I made all payments on time. 

  Business response

  01/30/2024

  Today, 1/30/2024, an AEP Ohio CSR contacted customer and reviewed account.  CSR reviewed with customer what was being used in the house and she stated that she is using two plug-in heaters and CSR reviewed that they are not the best for energy conservation.  CSR and customer went over usage up to current usage as customer has not been using both nearly as much and based on readings you could definitely tell that heat was not being used as much.  CSR reviewed bills and billing dates and explained that she was getting disconnect notices first and then the same day the meter was being read so she was getting actual bills and that the usage was not over $1,000 but that was cumulative bills as nothing had been paid since November.  CSR reviewed with customer when customer stated that someone had mentioned AEP was not cutting off and CSR reviewed that we do have temperatures where we do not disconnect and when those temperatures go above that limit that we are permitted to disconnect.  CSR reviewed various payment options with customer which included contacting Community Action to see if she qualifies for assistance, budget payments which was reviewed thoroughly, payment plans and CSR also mentioned that she could shop for a provider to help with the generation portion.  Customer requested a 12 month payment plan and CSR granted that as she did not have previous usage to base a budget on prior to her opening.  Customer was thankful for CSR calling and working with her.  Please consider closed.

  Thank you,

  Sherry

  AEP Ohio

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For the last 6 months, our apartment complex has had extremely dark nights because we have a section of the property that has lights that are owned and operated by American Electric Power. After trying many times over the last half of year to get a representative of AEP to inspect the lights, the refuse to service them. For the last five years that I've worked at the apartment complex, American Electric Power has come out to service these lights when they go out. They are an older styler which may be causing the confusion, but they are adamant that they are operated by the City of Columbus. Furthermore, the city of Columbus refuses to service them as well. Our community is being ignored.

  Business response

  01/15/2024

  Customer and AEP Ohio are working to resolve the issues regarding the outdoor lighting at the ****** ***** complex.                         
  
  
  AEP Ohio credits the outdoor light account for the lights that were reported out. Customer would be reimbursed/credited from the time lights were reported out until we repaired them.
  
   Thank you,
  
  Sherry
  
   AEP Ohio

  Customer response

  03/14/2024

  
  
  I accept the business's response to resolve this complaint. I've seen OUPS out here marking the lines for the repairs to the five remaining lights. I'm confident that AEP is doing their best effort to repair the remaining lights.
  
  Regards,
  ****** *********

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have fought with this company for over a year in regards to their billing and the statements not being correct. Every time I call not a single agent has been able to help me or even attempt to break down the statements. I have had $400 & $500.00 power bills and I accepted that due to the fact there were six persons living in the home, but still they could not tell me how the home was using so much and why the bill was so high. I asked for someone to come out and check the meter, I once again was brushed under the rug. We then had two of the children move out and now only 4 persons in the home and still have high power bills. I would call and request a visit again with again no result and not a visit was made to resolve the issue. I recently in the last 4 months had drastic household changes in which should significantly affect my power bill. I have went from a household of 4 to a household with just myself alone. Slowly the bill decreased with the last months bill (November 2023) reflecting $266.82 which is what should be my monthly payment with the amount of time I am at home. Due to my job I travel out of town. December bill is doubled at $488.66 and I asked to speak to supervisor and was given an order number (ORDER # 107591125) and someone would be calling to set up an appointment to come and look at the meter. Still no response, no appointment phone call and no adjustment to my current bill. The only explanation the customer service people give is when they prorate it from last year at this time, that is the kwh I used. This should NOT be allowed since there are always life changes that affect certain things and this being one of them. I will not pay for a monthly bill that last year had 6 persons living in it when at the current time of my life there is only one person. Or there has been a energy increase which over the last 8 months of bills has seem to happen more than twice.

  Business response

  01/05/2024

  An AEP Ohio   CSR called and spoke with ***** ****    to discuss issue.  Customer states that she does not heat with electric and heats with wood.  She stated that she is not having any issues with hot water either.  CSR reviewed meter testing procedure and ordered the meter to be tested.  CSR discussed that usage has decreased compared to that of the same time frame last year but that the customer is feeling the effects of the June generation rate increase.  Customer has chosen to switch to another provider effective 1/22/2024.  Will call customer back with test results.  
  
  Thank you, 
  Sherry

*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. ↩