Complaints

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:06/27/2025

  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.

  I called the customer ********************** number to pay my power pay bill an it told me to pay $40.79 to have my service restored so I paid it through the bill matrix an now they saying that I owe them $151 when that's not what the customer ********************** number told me to pay an now they got me an my sick son in the heat cause they saying that I used my bank account to pay bill an they saying it wasnt taken from my account when it was taken of my account an it showed that it had completed the transactions of $3+$6+$25 was completed an funds had been received an they still dont want to turn my electric back on

  Business Response

  Date: 07/01/2025

  The difference in the balance due stems from four returned payments on June 24th. Those payments are no longer credited to the account, and a returned payment fee was charged for each return.
  
  If the four payments cleared through your bank, please send a copy of your bank statement to ***************** and ************************ so we can research the payments.

• Initial Complaint

  Date:05/26/2025

  Type:Order 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.

  On 5/1/25 and 5/2/25 AEP charged me twice for $88.63. They promised me over the phone to refund the amount via check, as they were unwilling to refund the amount to the card or account they stole the money from. They broke their contract by sending me a gift card which is not an acceptable form of reimbursement as I cannot pay my bills with this. *** needs to return the money to my account.

  Business Response

  Date: 05/27/2025

  **************, the prepaid card service provider, the funds were transferred via electronic transfer to the cardholders bank.
  

  Customer Answer

  Date: 05/28/2025

  The card *** sent me allowed me to transfer the funds back into my bank account. This issue OSS now resolved. 

• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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.

  A return payment of $190 and change was not processed for this account in September of 2024. I was in the middle of moving due to my mom having a heart attack and needing to get home asap to take care of her. I canceled services and was not notified that a payment had returned. I have not heard from PSO since then and I just recently checked my credit score and its been sent to collections for $546 since April of 2025. I have not once received a phone call from pso about **** due balance and now I havent even heard from the collection agency they sent this too and its tanked my credit score. I would like this bill to be adjusted to the returned payment and taken back from collections and taken off my credit report due to failure to communicate properly.

  Business Response

  Date: 05/22/2025

  *************************** opened service on 7/19/2024. There was a payment made on 9/13/2024 which returned as insufficient funds from his bank on 9/17/2024. A returned check notification letter was mailed to the service address that same day, 9/17/2024.
  
  There was no communication from ****** *******. The account was set on electronic billing so bills were emailed to the email provided at the time the service was established in 7/2024. Disconnect Notices were mailed to the service address.
  
  Service was taken out of Hunter ******** name on 10/22/2024 as the complex called to put service in their name. A Final Bill was generated and sent via email on 10/28/2024 with a final bill amount of $561.97 due 11/19/2024. When the final bill went unpaid, a Final **** Notice was mailed on 11/22/2024. With still no payment, the account was assigned to our outside ***************** on 1/6/2025.
  
  As the bill went unpaid, it will remain on Hunter ******** credit report. However, once paid, the debt will be updated as paid-in-full on the report.  
  

  Customer Answer

  Date: 05/22/2025

  I am rejecting this response because:  I called this company to take service out of my name so there should have been no issue getting notifications to me. I contacted PSO yesterday and was told the email address that I had on file and that is and was a correct form of communication as I had access to this account and I have absolutely no communications what so ever. As for the complex calling on 10/22/24 that is incorrect. If I was notified my account was past do I certainly wouldnt have kept it going seeing so o would have taken care of it. This response is unacceptable and I would like something to be figured out. I found out yesterday 5/21/25 that I was infact past due on the account which in turn I said to the agent that I was speaking to that I was not aware of said past due balances. 

  Business Response

  Date: 07/03/2025

  *************************** opened service on 7/19/024. There was no communication from Hunter until 5/20/2025 at which time duplicate bill were emailed per his request.
  
  The account was on electronic billing so bills were emailed to the email provided at the time the service was established in 7/2024. As he stated in his response, the correct email was on his account therefore he should have received the original bills sent each month. Original disconnect notices were mailed to the service address.
  
  Service was disconnected and taken out of Hunters name on 10/22/2024. A Final Bill was generated and sent via email on 10/28/2024 with a final bill amount of $561.97 due 11/19/2024. When the final bill went unpaid, a Final Bill notice was mailed on 11/22/2024. With still no payment, the account was assigned to our outside ***************** on 1/6/2025.
  
  Unfortunately, as there was no request to close the account and the bill went unpaid, it will remain assigned to the outside collection agency as well as on Hunter ******** credit report. However, once paid, the debt will be updated as paid-in-full on the credit report.
  

• Initial Complaint

  Date:05/08/2025

  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.

  Corrupt company. Overcharging my power pay account for years and no credits for overpayment. Rude monopoly.

  Business Response

  Date: 05/14/2025

  ****** ********* isn't listed on the electric account at *********************************************************************.

• Initial Complaint

  Date:04/28/2025

  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.

  On January 9, 2025, I stopped by my bank to inquire about a car loan. The lender pulled my credit report and told me I had a collection for $764 that was lowering my credit score. The collection was from ******************************* in *******, ** on behalf of *********************** headquartered in ********, ** for an unpaid electric bill. It was fraud and Identity Theft. I have never lived in that part of the country. I have resided in **************** my entire life. I contacted AEP and was put in touch with Shay *********************** She told me I needed to file a police report and to email it to her, which I did. Starting on January 18, 2025 I filed a fraud/id theft report with Officer ****** M. ****** of the ****************************. I had almost no information except what was revealed on my credit report because I have never received any bills, mail, collection notice, etc., from ** **** or from AEP. On February 27, 2025, I talked again with Officer ****** and gave her the additional information I had received, which included the residential address where AEP was providing electric power ***************************************************************. The officer filed all of the appropriate information. I emailed it to ***** she refused to accept it as evidence of id theft/fraud due to the report saying it was an "Incident Report" rather than a "Police Report". Officer ****** stated that all of their reports say "Incident Report." I have also filed an Identity Theft Report with the ************************ (report #*********).At this point I am not sure what to do and hopefully you can help me. I want the collection off of my credit reports at all three reporting agencies. Thank you,**** ******

  Business Response

  Date: 04/28/2025

  From: AEP Ohio Complaint
  Sent: Monday, April 28, 2025 10:40 AM
  To: ********* *****; *** *******
  Subject: RE: [EXTERNAL] You have a new message from the BBB of ************ complaint #********.
  
  Good morning
   
  
  The following complaint is for an account located in Oklahoma.  Could you forward to the BBB in ******
  
   
  Thanks so much and hope the both of you have a happy Monday!
  
  ******

  Business Response

  Date: 05/09/2025

  ******** ****** contacted *** ************************* on 2/20/2025 stating there was a debt on his credit report for almost $800 through ** **** ***************** on behalf of ***. Mr. ****** stated he lives on the west coast and has never lived in ****** OK and was requesting to dispute the debt. Direct Collections received the dispute on 2/21/2025 and made contact with Mr. ****** on 2/24/2025. At that time, he was advised *** would need proof of residency from 6/9/2023 thru 5/21/2024, as those are the dates of service for the disputed account, as well as a police report for identity theft. An email was sent to Mr. ****** with hopes he would reply with the requested information needed.  
  
  No further contact was received from Mr. ****** until 3/7/2025 when he was advised again *** would need proof of residency from 6/9/2023 thru 5/21/2024 as well as a police report for identity theft. Again, no further information was received until Mr. ****** contacted ****, assigned agent, on 4/8/2025 via phone and was again advised what would be needed to successfully dispute the debt. There are no further notes or communications from Mr. ****** until the BBB complaint below. I have been unable to locate the email referenced below in which a copy of the incident report for identity theft was sent.
  
  I attempted a call to ******** ****** today around 12:45pm CST at the number below provided by the BBB and had to leave a message on the voicemail providing my direct phone number. I have also sent an email at the email address below requesting he give me a call. The attachment of the police report provided by the BBB is a satisfactory police report for ***. Mr. ****** will still need to provide proof of residency from 6/2023 to 5/2024. We would normally request a lease and utilities in his name elsewhere but I am willing to work with him to see what he has to provide as legal, verifiable proof of residency.
  
  Update: A voicemail was received from Mr. ******* I attempted another call to him at 2:40pm CST and again received his voicemail. A message was left advising I still need proof of residency from 6/2023 to 5/2024 providing examples of what could be provided. He was advised to reply to the email I sent him today with the requested information. Also advised the police report provided within the complaint is acceptable. My direct phone number was given again and advised to contact me if there were further questions. 

   

  Business Response

  Date: 05/20/2025

  Mr. ****** has provided all information to successfully dispute the debt. PSO has spoken to him and advised his SSN has been removed from the account and it has been coded as Identity Theft. That coding will send an update to the ***************** to remove the debt from his credit report. ********* understands it could take up to 90 days for the debt to be removed by the credit bureau.

  Customer Answer

  Date: 05/29/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/26/2025

  Type:Product 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 got a final cut off notice in the mail Feb 24th. Ironically the cut off notice was for Feb 24th, SAME DAY! $79.60 is what the **** said, it's actually $140. The **** doesn't say that just that I owe $79.60 the same day as I receive the ****... ******** attempt to extort money and late fees and cut off fees and turn it back on fees. ITS BULL SHXT AND THEY KNOW IT. CAN WAIT TO GO SOLAR!

  Business Response

  Date: 02/27/2025

  I understand your frustration regarding the timing of the cutoff notice and the discrepancies in the billing amount. It's concerning to receive a notice that requires immediate payment, especially when the figures don't align.
  

  To help manage your account more effectively, consider the following options:
  

  1. Receive Bills Electronically: Sign up for electronic billing to receive your bills via email. This ensures you get them promptly and can keep track of due dates more easily.
  2. Install the Mobile App: Download our mobile app to access your account on the go. The app allows you to view your bill, make payments, and receive notifications.
  3. Create an Online Account: Set up an online account on our website to view your bill instantaneously. This gives you access to your billing history and account information anytime.

  Please let us know if there is anything we can help with.

   

• Initial Complaint

  Date:10/14/2024

  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.

  I have been charged for an exterior light (that was not in use or turned on) for nearly 2 years and after calling was advised that I should have called or noticed earlier, they can't refund the full amount but they'll review for a "possible credit" there was no work order for the light to be turned on. This is ridiculous and very callous of the supervisor I spoke with. No empathy at all nor did she try to understand the situation.

  Business Response

  Date: 10/30/2024

  *** called and spoke with customer regarding call center experience. She was able to verify that the customer does want the light moving forward and created a ticket to have it switched to an LED light, per her request.
  After listening to the calls, CSR requested a 9 month credit (in addition to the 3 months the customer had already been awarded).  CSR notified customer of additional credit and customer was satisfied.
  
  

  Customer Answer

  Date: 11/03/2024

  I have reviewed the business response and accept this resolution. The woman I spoke with from the ****** office was so kind and helpful. 

• Initial Complaint

  Date:10/09/2024

  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.

  PSO billing system is flawed and cannot manage to mail out my bills. I am a 72 year old single woman existing on a fixed income who is virtually blind to the point I can no longer drive and must rely heavily on my excellent and extremely pricy support dog ($1,500 purchased for me by friends who is a 90 lb Doberman Pinscher who I have to feed as well as myself) Since PSO apparently lacks the ability to mail out bills despite numerous calls I would not get a bill one month (my utilities are on the averaging plan so I call every month and pay the amount due by phone and get the payment confirmation number as I do with all my other utilities which works perfectly with all but PSO who regardless of confirmation numbers and countless phone calls and the fact that I pay the exact amount stated that I owe my payments (reflected charged to my account on my bank statement each month) do not get credited to my PSO account until much later or even worse they do get credited to my account I get threatened with service suspension unless I pay again and I cannot get this problem corrected. For example one month when I called to pay my bill as usual my balance according to the automated system was -0- and I owed no money so no payment could be made on that account. I pay my utilities on the average plan and my PSO amount was $121 per month (I received notice yesterday that rates are going up so I don't know the new rate yet) plus $1.85 fee for paying by phone for a total 0f $123 per montth, Anyway the following month I was forced to pay $459.28 (4 months' bills even though remember I had called the previous month and been told I had a -0- balance) or my power would be suspended immediately. This kind of thing happens every single month and it's become so serious it's affecting my health. It's come to the point I have to feed myself or my support dog and since I literally cannot live without him I have lost ********************************************************* have a sroke

  Business Response

  Date: 10/09/2024

  The customer did not make a payment in the month of June which has caused the account to be past due since.  Detail attached.

   

   

  Business Response

  Date: 10/24/2024

  PSO provided the requested detail including bills and an account balance detail.  

  The account has since finaled and closed.  

• Initial Complaint

  Date:07/09/2024

  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.

  Never received returned deposit nor is the charges correct nor refund amount per conversation with customer ********************** representative

  Business Response

  Date: 07/25/2024

  Attempted to contact to discuss discrepancy in her balance. No answer let voicemail with no return call. I reviewed billing and payment history and saw that all was accurate. Customer may not have seen final bill which was for partial month. Sent request to have balance sent to customer. she should receive in 7-10 days. Final bill enclosed

• Initial Complaint

  Date:07/05/2024

  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.

  June 1st Pso ************************* told me to pay 350 and my electric would be fine till the first of July.On the *************************************** contact with ***** could not reach him we had to do something I gave him a bad check I was going to put it in the pay as you go but I figured if I had to pay a check I would leave it in the regular.Now they cut my electric we do have the money to put it on.

  Business Response

  Date: 07/08/2024

  *************************, the AEP/PSO Customer ********************** Account Representative (****), collaborated with ********************** on several occasions to address the customers payment requests. This included granting payment extensions and arranging payment plans to ensure electric service to the customers home. Although the customer initially accepted the terms of the pre-pay program, a payment violation by the customer led to ********************** disconnection when the balance reached zero. Subsequently, the **** worked with the customer, metering, and the call center supervisor to reinstate service.