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

  700 Morrison Rd Columbus, OH 43230-6642

• 

  AEP Ohio

  1320 Sugar Grove Road SE Lancaster, OH 43130

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:09/06/2024

  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.

  I paid AEP Ohio a deposit of 232.00 and 718.22 past due balance on an old account to get electric on in my name on August 30 2024. They still have not turned it on and the agents continue to forward my call to an agent that won't answer the phone or return my call.

  Business Response

  Date: 09/11/2024

  **** has now applied for the third time for the electric service with the requirements of a deposit of $232.00; an existing debt requirement of $713.88 and an occupancy review. The deposit of $232.00 and existing debt of $713.88 have both been applied.
  
  AEP received a copy of the lease for address **** is currently requesting service at which was effective January 2024 for the term of one year. The electric service was placed into the name of a minor child upon the origination of the lease. That account was disconnected for nonpayment and returned payment included. The ending balance is $1,007.73.
  
  The prior account that was set up under a minor’s name under the pretense of identity theft and must be resolved in cash $1,007.73 before the electric service will be restored.
  
  AEP Ohio called ***** ******** and left a detailed message (Lori is on the voicemail).

  Thank you,

  AEP Ohio

  
  

• Initial Complaint

  Date:09/05/2024

  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.

  We are having weekly power outages and AEP is offering no information relative as to why. I work from home and this is obviously causing a significant impact. Power typically stays off for about 2 hours and then is restored. Additionally, this seems to always happen Aron d 8 AM.

  Business Response

  Date: 09/10/2024

  AEP Ohio has been in communication with ********* ***** regarding the past outages she has been experiencing.                                                  
   
  Please consider this request fulfilled.    

  
  Thank you,     
  Sherry

  Customer Answer

  Date: 09/10/2024

  We have not lost power in the last week so I am thankful for that. I am concerned with the response of the issue being tied to animals accessing/destroying equipment since it was occurring at the same time each time but we will report if this continues to happen. Thank you for your help. 
  
  
  
  Regards,
  
  
  
  ********* *****

  Customer Answer

  Date: 09/13/2024

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  
  
  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB Dispute Resolution Services. We appreciate the patience and understanding of the parties.  

  Consumers Additional Information:
  

  This is a follow up to complaint# ********. Our power is out yes again. The prior excuse of animals destroying equipment was accepted (skeptically) but here we are again. HELP US FIX THIS.

  For the price I pay, shouldnt have to BEG for electricity. AEP is a joke.
  

  
  

  Business Response

  Date: 09/17/2024

  The following communication was sent to Ms. ****************** Tuesday, September 17, 2024 8:53 AM
  To: **********************************
  Subject: Updated BBB
  Importance: High
  
  Good Morning,
  
  Im writing to let you know that AEP Ohio received your Updated BBB. Please be assured we investigated the cause of your complaint with the results to be provided to the Better Business Bureau (BBB). I apologize for the inconvenience you experienced. We know our customers expect reliable ********************** service and power outages are disappointing and frustrating.
  
  Despite our best efforts, storms, traffic accidents, animals, construction related mishaps and equipment failures do cause power outages.
  
  On 9/15/24, AEP Ohio sent out an updated phone blast message and email to you and your neighbors regarding the recent outages. Please see the most recent email and phone blast message sent to the phone number on your file below:
  
  This is an important message from AEP Ohio about your electric service.
  
  Since reaching out to you on September 5 to explain that squirrels had caused outages in the station that feeds power to your neighborhood, we have aggressively taken steps to prevent animal access. We also consulted with our station fencing provider last week to ensure we have pursued all available options and now believe this specific issue has been addressed.
  
  Unfortunately, on Friday and again this morning, squirrels accessed different equipment located outside of the station and caused outages again. Crews have been called in today to assess our poles and equipment and install additional animal mitigation outside of the station. We are also evaluating the area to determine if there are any other measures we can take to help prevent these outages. Were committed to updating you if we determine additional steps can be taken.
  
  You are understandably frustrated. We are not meeting your expectation or ours -- and that is to keep your power on. Please know our operations team is doing everything they can to make that happen.
  
  If you have questions, please call our 24-hour ************************* at ************. Again, that's ************.
  
  Thank you for being a valued AEP Ohio customer.
  
  We appreciated your patience as crews worked to address these issues.

  -END-

  
  

  Sent: Tuesday, September 17, 2024 10:19 AM
  To: **********************************
  Subject: *******************
  Importance: High
  
  Ms. *****,
  
  If you have a complaint regarding AEP Ohio that cannot be resolved after you have called AEP Ohio, or for general utility company information, residential and business customers may contact the *************************************** (****) for assistance at ************** (toll free) from eight a.m. to five p.m. weekdays, or at ************************. Hearing or speech impaired customers may contact the **** via ***** (Ohio relay service). You may write to: ***************************************, Attention: CSD, **************************************************************************-3793.
  
  When your power is out you are not being charge for service, you are not using. Therefor we do not offer billing credits. *** is committed to delivering unmatched service as we work to provide safe, reliable power. There are times, however, when service may be interrupted, or damage may occur from other causes. AEP understands how difficult these situations can be, but AEP is generally not responsible for damages arising from service interruptions or other circumstances including:
  
  Equipment failure
  Animal interference
  Power fluctuations or voltage surges
  Storms or other weather-related conditions
  Vegetation management, including tree trimming
  Emergency interruptions, including load shed
  You may want to contact your personal or business insurance company to determine if your damage is covered by your policy.
  
  If you believe AEP caused damage to your property, you may click on the button below to submit a claim. You will need to provide documentation such as invoices, receipts, and photographs to support your claim. Failure to provide the appropriate documentation may result in a delay in evaluating your claim.
  
  AEP will investigate and evaluate each claim that is submitted and will usually render a decision approving or denying your claim within 30 days.
  
  AEP Claims Portal (link)

  -END-

   

   

  Customer Answer

  Date: 09/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22243067
  
  I am rejecting this response because AEP has not shown they have a reliable solution for a required utility. Their response of animal infestation makes no sense as the outages typically occur around 8 AM. it is not reasonable to assume animals are targeting their equipment consistently at the same time. Also, they have advised there will be no bill credits since were not charged for power when its out; however, the time needed for the ** to get back up is more than if it would run normally. Additionally, I work from home and have had to seek alternate work locations since AEP cannot be depended on to provide the service paid for.

  Ultimately, I dont how I can mark this as resolved when there is not true transparency from the business leading to zero confidence that this is actually resolved. 
  
  Regards,
  
  ********* *****

  Customer Answer

  Date: 09/27/2024

  Our power hasnt gone out in about a week so will assume its resolved; however, will follow up if/when it happens again. 

  Customer Answer

  Date: 10/16/2024

  We lost power again last night. *** can hold all of the town halls that they want but they are not taking this issue seriously at all. 

  Business Response

  Date: 10/28/2024

  According to our records, the last power outage the customer had was 10/15/2024.  This circuit has no documented power downs, voltage sags, or outages for 10/26/2024, 10/27/2024, or 10/28/2024.

  Thank you,

  ******

  AEP Ohio 

• Initial Complaint

  Date:09/04/2024

  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.

  Regarding AEP Ohio Account and Assistance Process
  
  To Whom It May Concern,
  
  I am writing to formally express my concerns regarding my AEP Ohio utility account and the ongoing difficulties I have encountered while attempting to obtain assistance. I initially sought help through the PIPP program in winter 2023 after losing my job in September 2023. I have diligently maintained my account to avoid disconnection, but despite my efforts, I have faced significant challenges navigating the system.
  
  After numerous interactions with Impact Ohio, I was informed that my PIPP application was stalled due to my last paycheck. I have repeatedly communicated in writing that I am currently unemployed, regardless of what my last paycheck reflects. Unfortunately, this issue went unresolved for months until someone finally identified that this was the cause of the delay.
  
  In the meantime, I contacted AEP Ohio and was placed on a payment arrangement to manage my bill and keep my services active. However, after being enrolled in PIPP, I received a bill indicating that my entire balance was due immediately—despite the fact that I had originally sought assistance precisely because of financial hardship. This seems highly counterintuitive, as I am being told to pay a substantial balance in order to qualify for aid.
  
  Moreover, when I sought assistance through the Summer Crisis Assistance program, I was informed that Impact Ohio cannot make a pledge on my account until the balance is paid in full due to a returned check. This policy has resulted in a frustrating cycle where I am unable to access the assistance I need to resolve my financial situation.
  
  Given these circumstances, I kindly request that AEP Ohio and Impact Ohio review my case to provide a solution that aligns with the intent of these assistance programs—helping customers in need. The barriers I have encountered thus far seem to undermine the very purpose of these programs, and I hope we can work together to find a resolution.

  Business Response

  Date: 09/06/2024

  The customer's account is currently enrolled in the Percentage of Income Payment Plan (PIPP) and has been for several months. The outstanding balance includes unpaid returned checks, which are not eligible for deferral under the program and therefore must be settled directly by the customer. The customer has been informed of this situation through a detailed voicemail.

  Please consider this request fulfilled.

  Thank you,

  Sherry
  AEP Ohio

• Initial Complaint

  Date:08/30/2024

  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.

  AEP is charging me a $451 deposit because my bill has been late by a couple days, 1 week at the most. They removed the deposit for me back in May 2024 which was appreciated. I called today and the supervisor said they won’t remove it and I’m stuck paying a $503 a month for electric for 3 consecutive months and if I don’t pay it will be disconnected. I just had surgery 4 weeks ago and off work until mid October. I live paycheck to paycheck and count every single penny I get. My 11 year old son is autistic and also has asthma. I have to pay for his medications because I “make to much” to get state insurance for him. I find it crazy that since some of my payments have been late I have to pay this deposit now. I have never ever been disconnected. I just made a payment to them for $360 and am now expected to pay $503 by 9/18 and $503 for the next 2 months after. This means i either dont pay another bill or my kids dont eat.

  Business Response

  Date: 09/06/2024

  Today, 9/6/2024, an AEP credit coordinator contacted the customer at 2:22 PM EST and left a voicemail.  Advised the customer that we could do five-month installments, which would be around $90.00 + bills, and that we would not be able to do any more installments after that. Also advised the customer to contact the Customer Operation Center if she has any additional questions. 
  
  We re-bill the customer with five installments beginning with her next bill. 

  Please consider this request fulfilled.

  Thank you,

  Sherry

  Customer Answer

  Date: 09/09/2024

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

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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 is a power company that promises to provide reasonable services to Ohio residents. However, our neighborhood has had four significant outages within the last months, far exceeding the national yearly outages and resulting in significant food and work costs. These outages have NOT been caused by weather. I have tried opening an investigation with AEP and successfully got a case number but the company failed to follow through on their promises over the phone, and failed to contact me afterward. Today, we had yet another unexplained outage that has cost us hundreds in grocery bills once again.

  Business Response

  Date: 08/27/2024

  AEP Ohio has received a complaint from the Public Utilities Commission of Ohio.  With the information provided by them, I was able to obtain the address of **** ***** ******* ******* **  *****.  AEP Ohio will thoroughly investigate the outages at said address and will communicate a response directly with the PUCO and Ms. ********.

  Please consider this requet fulfilled.

  Thank you,

  Sherry

  Customer Answer

  Date: 08/28/2024

  I accept the business's response to resolve this complaint given that they are working with PUCO to resolve it.
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/21/2024

  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.

  On August 21st $260.91 was automatically withdrawn from my bank account. My account was closed on July, 31st 2024 because I was moving to a new address. On July 30th, I received a bill for $260.91 for Auto-Withdrawal scheduled on 8/21/2024. On August 16th, I received my final bill, it stated "This is your final bill" the total was $262.36 scheduled for auto-withdrawal on 09/09/2024. The small difference of $1.45 between these two bills was for the small amount of time at my previous address during my last billing cycle. The most up-to-date bill that I have is the final bill issued on August 16th, 2024 due on 09/09/2024 for the amount of $262.36. I called to ask for help and spoke to both a customer service representative and a supervisor. I explained that my most recent bill stated that it was my final bill and that $262.36 would be withdrawn on 09/09/2024, however $260.91 was withdrawn on 8/21/2024. My account was overdrafted by $230. I explained that I get paid on Friday, August 23rd so that it would be ok, but could they please pay an overdraft fee if I incur a fee. They said no, they did not offer me a solution. The staff and supervisor told me there was nothing that they could do and that my final bill would be $1.45 and it would be auto-withdrawn on 09/09/2024. I have no "final" bill stating this amount, my final billing statement had the full amount of $262.36. In addition, the staff and supervisor were extremely rude and took no accountability, they did not offer any solutions, and they were not understanding of the situation that AEP put me in.AEP has received so many complaints and no action is ever taken because the company is a Monopoly. If it were any other business I would have options to go elsewhere, but that is simply not the case. So AEP continues to provide terrible customer service and lack of accountability, simply because they can.

  Business Response

  Date: 08/27/2024

  On 8/22/2024 an AEP Ohio *** left a detailed message advising in receipt of her BBB complaint. Went in detailed regarding her billing. Advised on each of her bill that it is noted on what days the payment will be coming out.
  
  Stated will send copies of her billing to BBB to review. (See attached "***** - excerpt from bill".)  Advised if she has any questions on the dates on the billing to reach out. The *** left her direct contact information should the customer have any further questions or concerns.
  
  Thank you,
  ******
  AEP Ohio

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair 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 meter box outside of my house is detached from the wall. I have called AEP Ohio 3 times about the issue; this should be an easy fix for the technician. and I would do it myself if it wasn't for the AEP lock on the box. AEP threatened to sue me if I temper to open the box. So, I told them to please come to fix the box, because by the time the box is completely detached from the wall, it will be a lot more difficult for both AEP and me to fix it. AEP may need to re-attach the wire, there could be a safety hazard, I could have a power outage, I have explained this over and over again, but AEP still hasn't done anything about it. In May and the end of July, AEP said they would send someone, but I still didn't see it was fixed. I called them again, they said it's not their responsibility. I mean this is BS, the electrician said they can't fix it because it's got AEP lock and it's AEP property. AEP said it's my property and responsibility but put a lock on it. I just want AEP to fix it, it's really a simple fix, I don't understand why there are so many bureaucrats and rules. I mean does everyone want to wait until the problem becomes bigger to take it seriously. Come on!

  Business Response

  Date: 08/02/2024

  Meter base is owned by the customer.
  
  Customer is responsible to make the repairs to the meter base as they own it.  AEP only owns the meter that is placed in the meter base.
  
  Customer has called in a trouble ticket (Hazard).  The remarks on the ticket state that the technician advised customer to contact electrician as it was his responsibility.
  
  There is no knowledge of the customer ever being told AEP would sue the customer. Once customer is notified of the hazard and that it is their responsibility, we would possibly disconnect the service if they were not taking steps to make the repairs, to insure safely, but never more than that.  However, the account is noted that when customer was speaking with an agent, he was advised that AEP has to remove the meter lock (Meter lock is a meter seal and is on every meter) or he could have tampering charges applied.

  Today, 8/2/2024 at 8:30 a.m. an AEP supervisor went to premises and spoke with James Ren. The supervisor informed of the process he needs to follow to make the repairs that he is responsible for. The supervisor provided numbers for the customer to call to schedule the disconnect to get his repairs made.
  

  Please consider this request fulfilled.
  
  Thank you,
  Sherry

  Customer Answer

  Date: 08/08/2024

  After I closed the complaint, I did EXACTLY what AEP technician suggested, I schedule a electrician, and asked me to called back on the no. provided by the AEP 6144017723, AEP told me that they need to be on site too, to cut power and check meter & wire, I called several times, left voice mail, no one answered phone, I called the 800 no, disconnected 3 times, finally speak with someone, who was able to place an order for me order no. 109240624, except they have no idea when AEP technician can come. At this point I already scheduled an electrician, but AEP is unavailable. It's extremely difficult to coordinate multiple party. Me, AEP, electrician, especially when AEP is unable to provide a schedule. I explain my difficult situation to AEP, I believe I spoke with Shawn Warford, or different Shawn, TFS DEM Manager @AEP. But he refuse to help me with condescending tone. I simply ask him what would he do, if he is in my shoe, no answer. **My original complaint: The meter box outside of my house is detached from the wall. I have called AEP Ohio 3 times about the issue; this should be an easy fix for the technician. and I would do it myself if it wasn't for the AEP lock on the box. AEP warned me about not temper the lock. So, I told them to please come to fix the box, because by the time the box is completely detached from the wall, it will be a lot more difficult for both AEP and me to fix it. AEP may need to re-attach the wire, could be a safety hazard, I could have a power outage, I explained this over and over again, but AEP still hasn't done anything about it. In May and the end of July, AEP said they would send someone, but I still didn't see it was fixed. I called them again, they said it's not their responsibility. I mean this is BS, the electrician said they can't fix it because it's got AEP lock and it's AEP property. AEP said it's my property and responsibility but put a lock on it. it's really a simple fix, I don't understand why there are so many bureaucrats

  Business Response

  Date: 08/12/2024

  AEP spoke with Mr.  *** and an appointment was set for 8/29/2024, which is the earliest appointment available as we are currently scheduling out into September. 
  
  Thank you, 
  Sherry
  AEP Ohio

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:07/24/2024

  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’m being robbed.. Last month I gave AEPOhio a call concerned about my ridiculously high electric bill. I was told it was likely due to use of my AC unit. I made it a point to use less heating and cooling throughout the month, and on top of that, was gone for 6 days and shut everything off (there was also an outage this month). Even with all of the limits I put on my energy use this month, it still came out to much more than last month. How could I be using less and being charged more? The bill is way too ambiguous and friends in the same complex as me have a fraction of the bill I do.

  Business Response

  Date: 07/30/2024

  AEP Ohio has been in contact with the complainant.  AEP Ohio addressed some of his concerns such as advising what his usage had been for the two previous months and advised of the site where to view his daily readings. 

  Explained AEP Ohio cannot determine an anticipated average bill for a customer based on square footage or type of dwelling. As you know, energy use varies by season. Seasonal energy demands are usually the main reason why you may see an increase in the energy bill. As cold weather arrives, or as the weather starts to warm, electric and gas bills may rise due to increased demand for climate control. Additional factors such as number of days in the billing period, type of heating (all electric heat vs gas heat) and cooling, malfunctioning appliances, wiring issues, behavior, or lifestyle changes (children out of school, out of town guests, etc.) are just some of the factors that goes into a customer bill.  Provided a website for helpful tips on saving energy.

  AEP Ohio advised how to perform a breaker test to help figure out the culprit of high bills, which the customer is to follow the following steps:

  1. Turn on appliance(s) that you think could be using the most.
  2. Make sure to write down the meter reading.
  3. Turn off breaker to the appliance(s).
  4. Return to meter and check reading. If you see a decrease, then you have found the high usage area.
  5. Repeat steps 1-3.

  As per the customer's request, AEP Ohio has ordered a meter test to be performed.  Customers of AEP Ohio can request one free meter test every 36 months at no cost to them.  AEP has up to thirty additional days to complete the test.  Once the results are back, if the meter is registering accurately, you will receive a letter confirmation with test results. If the meter is not operating within guidelines, the meter will be changed, and adjustments will be issued.

  Please consider this request fuflilled.

  Thank you,

  Sherry

  AEP Ohio

   

• Initial Complaint

  Date:07/22/2024

  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.

  On 6/24/2024 I called and spoke with a customer service representative with AEP Ohio to set up a payment arrangement for my final bill after moving from my previous home. On the call an arrangement was set for 4 payments, the first being $85.00 due ASAP, followed by $85.43 on July 24th, September 23rd, and November 25th. The first payment was made on 7/3/2024, the date of my next paycheck. On 7/19/2024, I received a letter in the mail from a collection agency about the amount due to AEP. I called and spoke with AEP today and after being passed around from agent to agent, (despite asking for a supervisor) I have been told that there is "nothing they can do" because it's already been sent off to a collection agency. I know this is not the case, they just don't want to be bothered with actually doing it. I did not violate the terms of the payment arrangement, I made the payment as agreed upon, but due to a employee error on their end, it was sent to collections. As I made a payment, this bill is not "past due" and should not have been sent to a collection agency at all. I believe that it is a violation of my rights as a consumer to be financially penalized by the method of credit reporting damage, due to an employee error with the company I had NO CHOICE but to do business with.

  Business Response

  Date: 07/24/2024

  The Company has recalled the customer's account from the collection agency. Once the collection agency has confirmed the recall the Company will set up a new payment plan for the customer. The customer was called on 7/23/24 and a voicemail was left explaining what the Company is doing. The customer called the Company back later in the evening and stated he appreciates what the Company is doing and will wait for the Company to call him back.
  
  Please consider this request fulfilled.
  
  Thank you,
  Sherry
  AEP Ohio

• Initial Complaint

  Date:07/22/2024

  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.

  July 12/13/14 I received three postcards from AEP. Each one said my electricity would be cut off if an amount of money wasn’t paid by the 18th. Each had a different $ amount on it ($533, &326 and $249). logged into the online account saw that the amount online matched one of the mailings ($249). I called on 16th & spoke with AEP customer service rep who confirmed that it was $249 that needed paid before the 18th. I paid $250. On the 18th at 10 AM, my power was shut off. I called & spoke with an AEP customer service rep who confirmed they shut my power off. I said the whole ordeal and she put me on hold to check on the previous call. She came back, told me that I was correct & that I had been told it was $250 & my power was cut inappropriately. She said she would transfer me to another person who would get my power turned on & apologized. The next woman I spoke with had no idea about my ordeal so I had to repeat the entire story. She did nothing for me but tell me that unless I pay an addition $77 my power will stay off. I had her transfer me to her supervisor, who also told me that they would look into the previous calls & it would take several hours. So, I could wait for them to check & call me back and turn my power on, or I could pay the $77 and get it on sooner. Of course I paid because I need power to my house. In a shocking turn of events, AEP never called me back. I spent 2 hours on the phone with them that day. So, I called back on Friday morning and again explained the story to two different people, each of whom apologized and admitted that no notes reflected my problems and that nothing had been down to look into the previous calls. Again, I was told they would call me back, and again, they did not. I called at 4 PM and spoke with another supervisor who again told me they did not listen to any calls and admitted they had several different dollar figures floating around and was sorry but there is nothing else he can do for me. Pathetic