Complaints

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

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  AEP Ohio

  1 Riverside Plz Columbus, OH 43215-2355

• 

  AEP Ohio

  1320 Sugar Grove Road SE Lancaster, OH 43130

• 

  AEP Ohio

  700 Morrison Rd Columbus, OH 43230-6642

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:09/12/2022

  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.

  AEP Ohio did not discontinue service for our old property at **** ** ***** *** ******** ** *****. We sold the property back on August 5th, 2022. When we started service at our current property, we told the agent that we were moving and to close the old account. AEP did not close the old account and continued to charge us for August and September. When I called and talked to the agent, she said she could not back date it. She said the new owners would have to call. This is completely unreasonable, as I do not want to pay for other people's bill. I paid all the dues till August 4th 2022. AEP should collect the remaining funds from the new owners available on the county's website. I will not pay that extra amount and if AEP continues to attempt collection of payment or try to report to my credit report I will get an attorney. See attachment for settlement statement, the closing date was August 5th, 2022. That was when the new owners took ownership of the property.

  Business Response

  Date: 09/15/2022

  An AEP  credit coordinator backdated the stop service date on Mr. ***’s account at **** ***** ***** ** ** ******** to 8/3/2022.  This resulted in a credit adjustment that cancelled the August and September bill amounts.  A final credit of $0.34 was transferred to Mr. ***’s active account. 

  Thank you, 
  Sherry
  AEP Ohio

• Initial Complaint

  Date:09/09/2022

  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.

  AEP has called to try and say we owe money or they will shut one of our buildings off. The representative on the phone was rude and speaking over me when I tried to tell her that we need an invoice in order to pay any bills. So, I spoke up over her and told her I was speaking in order to tell her what we need to pay any balance if there is even a balance owed. She then hung up on me. I called AEP back and after over 12 minutes on hold the woman on the phone acts like she can't hear me. We are trying to find out what needs paid if anything and customer service representatives are rude and won't let the customer speak to explain what we need from them to correct an error.

  Business Response

  Date: 09/09/2022

  Today, 9/9/2022, an AEP credit coordinator spoke with Mr. ******** about the account in question.  The credit coordinator emailed him copies of bills as he requested so that he can make payments.  Also provided information about a second account in a separate email.  The credit coordinator will continue to review of other accounts for the apartment complex.

  Thank you,
  

  Sherry

  AEP Ohio

  Customer Answer

  Date: 09/09/2022

  
  
  I accept the business's response to resolve this complaint. I still feel ******* who is what caused this compliant needs disciplined on how to conduct herself in customer service matters.
  
  Regards,
  
  
  
  *** ********

• Initial Complaint

  Date:09/03/2022

  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 have asked AEP to not save my form of payment* credit card* on their site. They continue to save it and would not let me delete it.

  Business Response

  Date: 09/09/2022

  The following correspondence was sent to ******** *******
  Sent: Friday* September 9* 2022 8:04 AM
  To: ********************
  Subject: **** ********* **  
   Good Morning Mrs. *******
  
  
   I’m writing to let you know that AEP Ohio received your BBB complaint. I apologize for the inconvenience you experienced. Please be assured we investigated the cause of your complaint with the results to be provided to the BBB.
  
   I have deleted your payment method Credit Visa ending in **** from your account.
  
   Please review and verify when you get a chance. If there is anything else that AEP Ohio can help you with* please feel free to contact me. My contact information is below.
  
   Thank you for allowing AEP Ohio to service your needs*
  -End-
  
  
   Please consider this request fulfilled.
  Thank you*
  Sherry

  Customer Answer

  Date: 09/10/2022

  
  
  I accept the business's response to resolve this complaint.
  I never want my card saved on AEP website.  Thank you.
  
  Regards*
  
  
  
  ******** ******

• Initial Complaint

  Date:09/02/2022

  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've been overcharged and billed $140 for electric usage at *** ****** ******* ******** ** ****** during a time period beginning on August 1, 2015 until December of 2016. I was no longer a resident at this address after July 28, 2015 and I requested by phone that service was to be terminated yet the AEP continually billed me for service never used for months. I've attempted several times to get this matter resolved by the AEP who is now expecting the Bill to be paid along with a security deposit in order to now get service which I don't think is right when they've overcharged me and sent my account to a billing company. I just want my past due bill to be adjusted to reflect my actual bill when I moved and the request of a security deposit for future service waved.

  Business Response

  Date: 09/08/2022

  Service at *** ****** ****** ** ********* ** was in the name of ****** ** ****** for the period October 24, 2014, through March 9, 2016.  The outstanding debt from his account is $133.25. The account was active on PIPP Plus until it closed.

  Since Mr. ****** is disputing the outstanding debt claiming to have moved on July 28, 2015, he will need to provide documentation as to where he lived for the period July 28, 2015 to March 9, 2016. 

  Today, 9/8/2022, an AEP credit coordinator spoke with Mr. ****** and requested the documentation.  The credit coordinator provided his direct email address and contact information for him to respond with the documentation.

  Please consider this request fulfilled.

  Thank you,

  Sherry

  AEP Ohio

  Customer Answer

  Date: 09/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I've not received any response from the AEP

  
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 09/12/2022

  Mr. ****** provided documentation that he was incarcerated from 7/28/2015 to 1/12/2022.  As such, the debt of $133.25 will be cancelled and pulled from further collection activity.
  
  Today, 9/12/2022, an AEP credit coordinator called and left a detailed voice message for Mr. ******.

  Please consider this request fulfilled.

  Thank you,

  Sherry

  AEP Ohio

  Customer Answer

  Date: 09/12/2022

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

• Initial Complaint

  Date:08/30/2022

  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.

  Someone committed identity theft and started a Account With AEP Ohio in my name.  I really don’t know how long the service was in my name. I didn’t realize the service was in my name until it appeared on my credit report that I had a past due amount of $5,294.95.

  A collection company called ********* had the account.  I tried to explain to the electric company that someone stole my identity.  I didn’t use the services and that I was not responsible. they didn’t care and said the account was in collections and I needed to deal with the collection company.  so on 2-1-2020,  I disputed it. I went through a lot. I did ***** ***** police report.  So they took it off my credit reports. it is no longer on my credit report,

  So just like last month I got electric services in my name. I was told that I needed to pay a deposit for maybe like $150. I receive a bill saying that I owe $5,294.95 due 9-23-2022 to avoid disconnection.  I don’t understand how they can just pull this debt that I’m not responsible for back out and try to make me pay when they already sent this debt to collections and collections took it off my report and said I wasn’t responsible throughout their investigation.

  The electric company told me I live at the house at the time of service but I never lived in the house. I even told them the ladies name that did the identity theft, Tangi Smith.

  This is a lot. It is very stressful. I really don’t know what to do. I would appreciate if  BBB can look into this matter and resolve it

  Business Response

  Date: 09/01/2022

  Investigation Information:

  
  Account ending *** * – Active account – Service address: *** ******* **** ******** – Start date: 7/27/2022.  Requirements to start service:  1) security deposit $156.00 (paid on 7/27/2022), 2) outstanding debt $5,294.95 (debt from service at **** ******** *** ******** for the period 12/27/2013 to 9/3/2017. The account had been on PIPP Plus.)

  An associate with our Direct Collections group contacted Ms. ****** on 8/30/2022.  Ms. ****** has advised us that she did live at the **** ******** **** address.  We were able to determine that she registered to vote on several occasions and used this address.  She has received assistance in her name for this address.  She was advised that the outstanding debt will need to be paid.

  If Ms. ****** is claiming that the outstanding debt is not her debt, she will need to provide the following documentation:

  Copy of a police report where she reports stolen identity

  Lease for where she lived during the period 12/27/2013 to 9/3/2017

  Otherwise, the debt stands as her responsibility.  She would be eligible to apply for PIPP Plus which would require a payment of the PIPP default.  If not eligible for PIPP Plus, an extended payment agreement (up to 12 months) can be offered to her.  This would require an initial payment. 

  The account will be subject to disconnection for non-payment of $5,294.95 on 9/26/2022.

  The account bills next on 9/21/2022.

  The credit coordinator attempted to call Ms. ******.  There was no answer and unable to leave a voice message as her mailbox was full.  
  

   Please consider this request fulfilled.

  Thank you,
  
  Sherry

  Customer Answer

  Date: 09/06/2022

  
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I’m not responsible for the debt. I didn’t live at the service address. I have provided the addresses and the names of people I lived with and dates and also a police report.

  I’m really confused. I don’t know if I’m using this website properly if someone please can contact me by phone or email I would appreciate it. my phone number is *************     
  
  
  
  Regards,
  
  
  ******* ******  

  Customer Answer

  Date: 10/07/2022

  I did not receive an email from AEP. I was told that if I send it to BBB, BBB would send it on to AEP.

  Business Response

  Date: 10/13/2022

  The AEP credit coordinator did send an email to *** ****** (************************ on 9/12/2022.  The email was not returned as undeliverable.  The debt was moved off her active on 9/12/2022 and back to the original account.  The original account has been coded as identity theft.  Ms. ****** will not be responsible for the debt at this time.

  Thank you,

  Sherry

  AEP Ohio

  Customer Answer

  Date: 11/01/2022

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

   

  Hello I was just contacting you at the BBB to tell you thank you so much for all the help an anticipation and resolving the situation for me I am so satisfied with the results thank you so much

• Initial Complaint

  Date:08/26/2022

  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.

  The review department told me I had to pay an old balance of my sisters account in order to get service turned on at my place. She moved out and moved out of state and owed the company $335.57 from past bills. The agent I talked to told me that all I had to do was pay $239.57 and then my power will be turned on. I had another account started with the power company from almost 3 weeks previous and I paid $96 for that account to start. That account got closed and then I started the new account and paid another $99 for the deposit. While the agent told me I only and I mean "only" had to pay the $239.57 and then my sister had to pay $9 for 12 months they'd turn my power on. While I agreed to those terms even though legally in Ohio they can't do that because I was a new tenant and I am not required by law to pay a past tenants bill I still agreed to the terms. I then proceeded to ask about my $96 deposit and the agent said that will be refunded back to me. They failed to explain that of the $335.57 that the old tenant owed my $96 was used to reduce that balance down to $239.57. They failed to inform of that and now they're changing what they said.

  Business Response

  Date: 09/01/2022

  Investigation Review:

  
  Account ending in *** * – Service in the name of ********* ** *** for the period 8/3/2020 to 7/15/2022.  Outstanding debt:  $977.97.  Account was disconnected for non-payment on 7/15/2022.  Ms. ***’s account was active on PIPP Plus until being dropped on 2/9/2022 due to not being current at the anniversary date.

  
  Account ending in *** * – On 7/15/2022, ******* *** requested to start service to be effective 7/16/2022.  Requirements for service 1) outstanding debt $60.25 (paid on 7/15/2022), 2) deposit $96.00 (paid on 7/15/2022), 3) occupancy review. 

  
  On 7/19/2022, Mr. *** spoke with a supervisor in our Direct Collections group.  Mr. *** said that his sister (previous customer ********* ***) moved to Georgia about a month ago.  Mr. *** said that he has documentation for the move and that ********* is getting assistance from the State of Georgia and that she does have service in her name at the new location in Georgia but does not have a bill yet.  He was asked to provide a copy of the assistance letter along with a letter from his sister’s new utility company which states the date that service began for her.  Once we receive this and verify the information, his request for service would be released.  An email address was provided.

  Mr. *** sent information on 7/26/2022, but it was deemed as not acceptable.

  Request cancelled on 7/27/2022.   The deposit payment of $96.00 was transferred to the next account and applied to the account balance.

  Account ending in *** * – On 7/28/2022, Mr. *** again requested to start service.  Requirements for service:  1) deposit $99.00 (paid 7/29/2022), 2) occupancy review.

  On 8/1/2022, an associate in our Direct Collections group spoke with Mr. ***.  He advised that he had been living at the address for several months. It was agreed that he would accept responsibility for service back to 3/10/2022. 

  His request was completed.  Service was connected on 8/1/2022 at 4:14 PM.  Service is active in his name at the address.

  For ********* ***’s account: The close date was adjusted to 3/9/2022 with her outstanding debt now being:  $624.55.

  Mr. *** is now disputing what he agreed to on 8/1/2022 so that service would be connected in his name.

  Mr. *** will need to provide the following documentation to our credit coordinator

  Copy of his lease for the address **** ******** ***** ******* ***

  Copy of his lease for his previous address or notarized statement from his previous landlord stating when Mr. *** resided at the previous address.

  Copy of her sister’s initial utility bill for service in Georgia which will allow us to determine when her service here in Ohio should have closed.

  Once all this information is received, a determination can be made as to who should be responsible for the service from 3/10/2022 to 7/15/2022 when the service was disconnected for non-payment.  
   Today,  9/1/2022, an AEP  credit coordinator attempted to call Mr. *** to discuss his concerns.  There was no answer and a voice message was left. 

  Please consider this request fulfilled.      
  
  Thank you,
  
  Sherry

  Customer Answer

  Date: 09/02/2022

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

• Initial Complaint

  Date:08/11/2022

  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 have been charged for a disconnect / reconnect fee twice from when I had some electrical work done at my house. I have the canceled check from my bank showing that I paid it. I have called several AEP numbers I the last 3 days trying to talk to someone and I always get put on hold and passes off to someone else. I was told to fax them a copy of the check which I did and it didn’t go thru. So I called them to verify the number which was correct and faxed again. Still wouldn’t go thru. Today I called the the corporate office in Columbus oh and was put on hold for 10 min and then disconnected. I can never seem to get thru to anyone who can help. I have proof that I paid this and they are charging me again. What else can I do.

  Business Response

  Date: 08/16/2022

  On 8/15/2022 a n AEP Ohio CSR called and spoke with  ***** ***** Ms. **** s   ays she was billed for a disconnect/reconnect fee on a separate invoice and then on her monthly billing statement. Customer paid the separate invoice, but did not get credit for it. She's been trying to fax copy of her cancelled check, but fax number provided did not work.
  
  The CSR  spoke with payment research who confirmed fax number provided was correct, but did  no t have answer for why it was  no t working for customer. Customer traveled to two different community libraries to fax and at both locations, fax number did  no t work.     Customer says she offered to email, but was told she could  no t.do so. 
   
   The CSR  traveled to customer home to pick up copy of cancelled check and he  emailed it to his contact at payment research.   Will follow up with customer to make sure payment is processed.       
  
  Thank you, 
  Sherry
  
  AEP Ohio

  Customer Answer

  Date: 08/17/2022

  ***** ****

  about 7 hours ago

   

  I would like to cancel my complaint against AEP .   They have taken care of this matter for me. 
  reference # ******** 
  
  thank you!
  Kathy ****