Business Profile

Energy Service Company

AEP Energy

Complaints

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

Customer Complaints Summary

32 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/16/2025
Type:Sales and Advertising 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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint. I will file against the *************** location.

Regards,

***** *******
Business Response
Date: 05/16/2025
Good afternoon,

I wanted to reach out and dispute AEP Energy complaint from ***** *******. AEP Energy is a third-party supplier that does not service the state of *******. Mr.Horall provides a service address located in the state of *******. Please remove this from our record.
Thank you.
Best regards,
******* *******
AEP Energy
Customer Experience Specialist
Initial Complaint
Date:04/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started new electric service with *** at a new location in March 2025. When I received my first bill there was an unexpected 'past due' amount on my bill. I contacted *** about the charge and I was told that they 'found' an old unpaid bill from a previous service address I lived at 19 years ago in year 2006: Account. No. ************* amount $14.47. I paid all amounts due and requested of me at prior service addresses. I had service from *** at 2 other service addresses from 2007 to 2015. During this time *** never requested payment of this previous account. *** never contacted me by mail, phone, or email to inform me of this previous account balance. *** failed to keep accurate account records and is now demanding I pay a 19-year-old account balance. I should not be left to pay an unexpected bill due to ***'s poor record keeping.
Business Response
Date: 04/03/2025
Good afternoon,
I am writing to address a recent review submitted by ****** ******* regarding AEP Energy. After a thorough search, we could not locate Ms. ******* in our customer database. It appears she may be an AEP Ohio customer, as ******************** operates as a Third-Party Supplier and does not handle the setup of new electric services.
For any billing or collections disputes, Ms. ******* should contact her local utility provider directly. We kindly request that this review be removed from our records as it does not pertain to our services.

Thank you for your attention to this matter.
Best regards,
Initial Complaint
Date:02/18/2025
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.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22952821

I am rejecting this response because the email indicated rate change at NEXT METER READ, not next billing cycle. I already had them as energy provider so the delay in price change at the METER READ should have been made as email indicated, it did not say BILLING CYCLE. AEP is using predatory price gouging and not doing what is written in their email at sign up. I have chosen a new company and only wish to be credited the overbilled amount by this company who has NO interest in customer service or retention.

Regards,

***** ******
Business Response
Date: 02/21/2025
Good morning,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
***************************************
Business Response
Date: 02/24/2025
Good afternoon,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
*************************************
Customer Answer
Date: 02/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22952821

I am rejecting this response because as stated IN THEIR EMAIL rate would take effect at Next METER read, NOT BILLING cycle. as the provider of the bill it is certainly in YOUR power to give the appropriate discount in a timely matter not hold out for the extra month , obvious gouging predatory practice you should remedy as a company . Terrible service and inaccurate promises.

Regards,

***** ******
Business Response
Date: 02/26/2025
Good afternoon,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
*************************************
Customer Answer
Date: 03/04/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22952821

I am rejecting this response because the charges are not valid for the last bill as the meter was read long after rate change. As stated and supplied the Email from YOUR company said rate would take effect at next meter read. NO MENTION of billing cycle until we got the bill!

Regards,

***** ******
Business Response
Date: 03/06/2025
Good afternoon,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
***************************************
Customer Answer
Date: 03/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22952821

I am rejecting this response because the rate change was made long before this meter read date of 2/2/2025 and the rate was to be changed at the METER READ which would had to have been on 2-6-2025 as to determine usage and amount billed, THAT was the next meter read and again documents you sent and were provided state rate change effective NEXT METER READ. These documents all have been provided and you are in direct contradiction to what your companies correspondence indicated. Terrible business practice and clear predatory behavior, shameful.

Regard
***** ******
Business Response
Date: 03/10/2025
Good afternoon,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
*************************************
Customer Answer
Date: 03/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22952821

I am rejecting this response because they continue the same answer about billing cycle when THERE communication said rate change at next meter read which was after rates were changed, they legally owe me a refund for the promised rate .

Regards,

***** ******
Business Response
Date: 03/12/2025
To: Better Business Bureau
BBB Case ID: ********
***** ******
Account: **********/**********
Response Follow-Up
Summary
***** ******* next meter reading, following the renewal of his account on January 19, 2025, was scheduled for
February 6, 2025. AEP Energy is unable to alter Mr. ******* rate mid-billing cycle.
As indicated in Mr. ****** email notification from AEP Energy, his fixed rate plan of $0.0809 per kWh commenced
with his next meter read on February 6, 2025.
Mr. ****** account was not overbilled, and the charges are valid.
Resolution
AEP Energy considers this complaint resolved. Please let me know if you need additional information.
Customer Answer
Date: 03/17/2025
Here is the next ************* Bill where the RATE WAS changed mid bill cycle to different company, This proves AEP lies that the rate can not be changed mid bill cycle and has ripped me off!
Business Response
Date: 03/18/2025
March 18, 2025
To: Better Business Bureau
BBB Case ID: ********
***** ******
Account: **********/**********
Response Follow-Up
Summary
Enrollments with a third-party supplier in the state of ************ have accelerated switching and the utility accepts all enrollments in 3 to 5 business days. ***** ****** account with ******************** was not an enrollment, it was a renewal. When a Pennsylvania customer is already on service with a third-party supplier and a rate change or renewal is processed, the new rate does not go into effect until the next meter read as indicated in the notification sent to Mr. ****** from AEP Energy. ***** ******' next meter reading, following the renewal of his account on January 19, 2025, was scheduled for February 6, 2025.
Mr. ****** account was not overbilled, and the charges are valid.
Resolution
AEP Energy considers this complaint resolved. Please let me know if you need additional information.
Customer Answer
Date: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22952821

I am rejecting this response because it is obvious with the proof I have provided that it IS possible to change rate mid bill cycle and regardless of that ,the communication FROM AEP said rate would take affect next METER READ. Crooks until the end! what a sad company *** is to take advantage of people in such tough times. The rich get richer!!!

Regards,

***** ******
Initial Complaint
Date:02/07/2025
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.
From: ****** **** [mailto:*******************************]
Sent: Friday, February 7, 2025 2:10 PM
To: *** ******* <*************************************************************************************>
Cc: *********************************************************************************
Subject: Re: 22907153

Great thank you so much Yes AEP is the problem I love Duke lol
On Fri, Feb 7, 2025, 1:59 PM *** ******* <*************************************************************************************> wrote:
Good afternoon,

Thanks for the additional information. I apologize it appears that your complaint was transferred to Duke Energy and BBB Cincinnati in error based upon the response we received from our contact at ********* It appears that your complaint should be filed against AEP Energy. I have copied my colleague, **** *****, at BBB Cincinnati so that she is aware of our correspondence and so that she can transfer your complaint from Duke Energy to AEP Energy. Our BBB handles complaints for AEP Energy.

I sincerely regret any confusion or delay that this has caused.

Pat
J. ******* *******
Vice President of Operations
BBB Serving ************
************
**************************

From: ****** **** [mailto:*******************************]
Sent: Friday, February 7, 2025 1:43 PM
To: *** ******* <*************************************************************************************>
Subject: Re: 22907153

Well yes it was resolved as of October 14th like I said I never signed up for them and they charged me for the month of December and January which I am contesting that I want my share of that money back and their dilly dallying with me and send me the same email every 3 days just stating they are working on it. But thank you for your assistance
On Fri, Feb 7, 2025, 10:43 AM *** ******* <*************************************************************************************> wrote:

Good morning ******,

Thank you for providing the additional information. Your complaint was originally filed with AEP ***** AEP **** and AEP Energy are separate businesses. AEP **** is a publicly regulated utility in **** as is Duke Energy who services your location. AEP Energy is an energy supplier that is authorized by the ***************************************(PUCO) to offer competitive rates to Ohio customers. Here is a link on ****'s website that explain the options available to Ohio consumers since the utility industry was deregulated to provide more options to choose your gas and or electric supplier:
****************************************************************************************

Based upon the response we received from our contact at AEP Ohio your complaint was transferred to your local BBB to handle. It appears that your complaint has been resolved and your enrollment with AEP Energy cancelled.

Your BBB remains at your service, please let us know if we can be of further assistance.
***
J. ******* *******
Vice President of Operations
Better Business Bureau Serving ************
********************
****************************************************************

On Thu, Feb 6, 2025 at 1:34 PM ****** **** <*******************************> wrote:
Please see below confirmation about NOT being with AEP. Note the date email was sent
---------- Forwarded message ---------
From: Duke Energy Alerts <*******************************************************************************>
Date: Mon, Oct 14, 2024, 11:44 AM
Subject: Important account information
To: <*******************************>

Duke Energy will remain your gas supplier.

Account Number
**8069

Your enrollment with a new gas supplier has been cancelled

Your request to cancel your enrollment with AEP Energy *** has been processed. Duke Energy will remain the gas provider for your home at 2307 PLE**. We appreciate your continued trust and are committed to delivering the excellent service and reliability you deserve.
If you have any questions about our Gas Customer Choice program, please call us at ************ or visit us online.
Thank you. We appreciate your business and welcome any questions you may have about how we can better serve your energy needs.
Para espaol, visite ********************************************************************* o bien, llame al ************ para hablar con un representante que habla espaol.
Thank you,
Duke Energy

Privacy Policy
*******************************

Duke Energy ********************************;
************************;

Duke Energy Corporation. All Rights Reserved.

Business Response
Date: 02/06/2025
Hello -
This is not an AEP Ohio complaint. The customer is located within the territory of ***************************. AEP Ohio does not process AEP Energy complaints.
Please reassign this to the appropriate company.
Thank you,
Amber
Business Response
Date: 02/10/2025
Good afternoon,
Plese see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
*************************************
Customer Answer
Date: 02/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22907153

I am rejecting this response because: AEP has yet to resolve it I want my money back. They just keep dragging things out where I provided them with proof

Regards,

****** ****
****** **** <*******************************>
Attachments
Feb 7, 2025, 7:34?PM (5 days ago)
to disputeresolution

For some reason my phone will not let me upload this document where it says if you have more documents to load so I see it's in my file but I just want to make sure that it's there cuz this is proof that I did not sign up with AEP, thank you.
Business Response
Date: 02/12/2025
Good afternoon,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
***************************************
Customer Answer
Date: 02/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22907153

I am rejecting this response because:

Regards,

****** ****
Initial Complaint
Date:01/17/2025
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.
It is AEP ohio energy it was spoke to be taken off of my bill and it still not after there say it would be and I have paid 800 dollars to them
Business Response
Date: 01/20/2025
Good morning,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
*************************************
Initial Complaint
Date:01/16/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have AEP Ohio for my electric, but I want them to move my AEP energy. They're charging me $75 this month. This makes the third month. They told me they'd be taking it off, but they never took it off. I don't have enough money to pay the whole bill. They want me to pay ****** because that AP energy went ***** and it shouldn't even been on there. Like I say, this is the third month, ******** keeps telling me they're taking it off. This is the third time and they still never took it off. I cannot afford all this.
Business Response
Date: 01/20/2025
The customer has had ******************** as a supplier since November 2021.
Their rate is currently ******* cents per kilowatt hour and the *** Ohio price to compare is ***** cents per kilowatt hour.
She contacted *** Ohio on 10/10/24 to get the information for her choice provider, so she could drop them. We have not talked to the customer since then, and we have not received a drop request from the supplier.
*** Ohio is not able to adjust the supplier charges on the bill.
*** Ohio can process the supplier drop, but it can take 1-2 billing cycles before their charges are gone and since *** Ohio is not aware of the terms/contract the customer may have with the supplier, it is possible that they can charge an early termination fee.
An *** Ohio CSR called and spoke with **** ******** on 1/20/2025 at 1:43 p.m.
Customer was extremely confused with the shopping portion of her bill and CSR tried to explain that her bill is separated into three portions and that she is part of a government aggregate with AEP Energy and that she would need to contact AEP Energy to drop. Customer believes she was being double charged. CSR explained the billing part and that if she did not want a provider that she needed to contact them directly. Customer stated that she had contacted ******************** several months ago and CSR explained that was when she was IGS and not AEP Energy. Customer stated that she was going to let the **** and BBB take care of it for her. CSR explained that she needs to request the drop herself. Customer needs to drop the government aggregate to come back to *** Ohio. Customer disconnected call.
Please consider this request fulfilled.
Thank you,
******
Business Response
Date: 01/31/2025
Background of Complaint
**** ******** states she has requested her utility to remove AEP Energy from her bill. The utility states they will
remove AEP Energy, however, this is the third month and AEP Energy is still on the bill.
Summary
**** ****************** account was on an eligible customer list supplied by her utility for the ************** **************************************** (SOPEC) aggregation program supplied by AEP Energy. Attached is a copy of the letter that was
reviewed by the Commission prior to AEP Energy sending it to the customers mailing address at *********************,
******** on April 16, 2020, describing the program (Letter). The Letter states that customers not wishing to
participate must opt-out by calling AEP Energy or sending in the opt-out election form by May 8, 2020. Ms. ********************* did not opt-out, and therefore AEP Energy submitted an enrollment to the utility on May 15, 2020, with an
effective start date of June 8, 2020. Pursuant to the Letter, Ms. ******** would receive the rate of $0.048940 per kWh
for 12 months. This rate expired on June 8, 2021, and was renewed at a new rate of $0.05640 per kWh for 24 months.
Attached are the Terms and Conditions.
On April 21, 2023, AEP Energy sent Ms. ******** a second opt-out letter notifying her of the new renewal price plan for
the SOPEC aggregation program. Attached is a copy of the letter that was reviewed by the Commission prior to AEP
Energy sending it to the customers mailing address, describing the program (Letter). The Letter states that customers
not wishing to participate must opt out by calling AEP Energy or sending in the opt-out election form by May 12, 2023.
Ms. ******** did not opt out, and therefore, AEP Energy submitted an enrollment to the utility with an effective start
date of June 8, 2023. Ms. ******** would receive the rate of $0.09857 per kWh for twenty-four (24) months. Attached is
a copy of the Terms and Conditions that were enclosed with the Letter.
On January 28, 2025, AEP Energy submitted a cancelation request to the utility and the utility approved the request with
an effective end date of March 10, 2025. Ms. ********* account will be canceled on March 10, 2025, with no
termination fee.
Resolution
AEP Energy considers this complaint resolved. Please let me know if you need additional information
Initial Complaint
Date:01/08/2025
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.
I renewed my contract on November 12th, receiving the confirmation number D9LJWPX07C. Shortly after, I wrote to cancel that renewal, stating that I wanted to go with another provider. I wanted that renewal to be canceled. However, I later decided to stay with the company and signed another contract on November 18th, with the confirmation number 20BMQIFQIP. I have confirmation that this new contract will take effect at the end of my current contract and is for 5.85 kWh over a period of six ************, I visited the website to check on rewards, and I saw that my plan was listed as inactive. Confused by this, I called customer service and spoke with Jasmine. She informed me that my most recent contract was deemed invalid because I had canceled the previous renewal. What does that have to do with my most recent contract? I do not have any record from *** telling me that my contract was not in force, and Jasmine acknowledged that there had been no communication sent to me regarding the invalidation of my contract. I believe this situation to be unfair and illegal, as I signed a renewal contract and have a valid confirmation code.Please let me know what documentation you need from me or does this needs to go to the Attorney General.
Business Response
Date: 01/13/2025
Good afternoon,
Please see the attached response.
******** B ****** | CUSTOMER EXPERIENCE SPEC
************************************************************
*************************************
Initial Complaint
Date:12/02/2024
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.
I found AEP response confusing. Do I need to send voice my complaint with AEP Energy? Where are they located?alls that day and there was bad connections and that neither call was long enough for me to have renewed my contract at the lower rate. I would not be reimbursed.There was no bad connections via phone. I absolutely renewed my agreement at the rate of ***** per Kwh on August 20, 2024. They overcharged me by $134.05.
Business Response
Date: 12/02/2024
This complaint is not for AEP ****, but for AEP Energy, a competitive retail electric generation service supplier and an affiliate of ****************** (AEP ****).
Thank you,
******
AEP Ohio
Business Response
Date: 12/13/2024
December 13,2024

To: Better Business Bureau

BBB Case ID: ********
***** ******
Account: ********************

Request for Extension

AEP Energy would like to request additional time to investigate this complaint. We will respond no later than December 20, 2024.

Please let me know if you need additional information.

Sincerely,

******* *******
Customer Specialist
********************
**************************************************************
Business Response
Date: 12/18/2024
On July 1, 2023, Ms. ****** enrolled her electric account with ******************** via web with the email address *********************** for a fixed price plan of $0.0585 per kWh for twelve (12) months. Ms. ******* utility rejected this enrollment due to the account not being active, since the account number provided was incorrect. ******************** resubmitted the enrollment with the corrected account number, with a start date of July 20, 2023. The Enrollment Evidence, and Terms and Conditions are attached.

On May 15, 2024, AEP Energy sent a notice advising Ms. ****** that the current term expires on July 17, 2024. Due to the original enrollment being rejected ******************** account expired on August 16, 2024, and was automatically renewed to a month-to-month price plan. Attached is the Renewal Letter.

Upon a thorough investigation, AEP Energy was unable to locate any call records of Ms. ****** renewing her account on August 20, 2024. However, AEP Energy did locate an online enrollment submitted by Ms. ****** on August 20, 2024, using the email address ***********************, for a fixed price plan of $****** per kWh, valid through the May 2025 billing cycle. Unfortunately, this enrollment was not processed correctly in AEP Energys systems due to an incorrect account number being provided. Attached are the Terms and Conditions.

AEP Energy will recognize Ms. ******* attempt to update her price plan, AEP Energy will refund her $128.02 for the difference between the rate she received ($****** per kWh) versus the fixed rate ($****** per kWh) for the billing cycles of September 18, 2024, through November 17, 2024. Attached are the Adjustments for Ms. ***************** November 27, 2024, Ms. ******* utility submitted a cancellation request to AEP Energy with an effective end date of December 17, 2024, with no early termination fee. Once Ms. ******* final bill cycle is completed, AEP Energy will apply the credit for the difference between the rate she received (****** per kWh) versus the fixed rate (****** per kWh) for the billing period of November 17, 2024, through December 17, 2024.
Customer Answer
Date: 12/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** *******
Initial Complaint
Date:10/28/2024
Type:Customer Service 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 accept the business's response to resolve this complaint.

Regards,

******* ***************
Business Response
Date: 11/08/2024

November 8, 2024
To: Better Business Bureau
BBB Case ID: ********
******* ***************
Account: **********

Response

Background of Complaint
******* *************** states she has net metering and was incorrectly billed for her supply charges from AEP Energy. Ms. *************** states she received a credit of $11.31 for the billing period of July 18, 2024, through Aug 19, 2024. However, she still has not received a credit for the $47.98 for the billing period of June 18, 2024, through July 18, 2024. Ms. *************** states that AEP Energy has acknowledged the error and sent her a $25 gift card for the inconvenience, but still has not reimbursed her for the billing error for the period of June 18, 2024, through July 18, 2024.

Summary
On November 21, 2023, Letitia *************** enrolled her electric account with AEP Energy via web with the email address ************************** for the fixed rate of $0.0975 per kWh for twelve (12) months with an effective start date of November 28, 2023. Attached is the Enrollment Evidence and Terms and Conditions.

From July 20, 2024, through October 30, 2024, Ms. *************** contacted AEP Energy to resolve a billing discrepancy. She reported being charged for no usage, despite her net-metered status. AEP Energy acknowledged the issue and informed Ms. *************** that it would take 1-2 billing cycles for the appropriate credits to be applied. As a gesture of goodwill for the inconvenience, AEP Energy issued Ms. *************** a $25 gift card.

On October 21, 2024, AEP Energy issued a credit of $11.31 to Ms. ***************** electric account for the billing period of July 18, 2024, to August 19, 2024.

On October 30, 2024, AEP Energy issued a refund check in the amount of $47.98 for charges incurred during the billing period of June 18, 2024, to July 18, 2024. Due to Ms. *************** canceling her account with AEP Energy, the utility will not apply the credit to her electric account. Ms. *************** can expect to receive the refund check for $47.98 at her mailing address, 8107 River Gate Ln, Bowie, MD 20715, within 7 to 10 business days.

Resolution
AEP Energy considers this complaint resolved. Please let me know if you need additional information.

Sincerely,
******** ******
Customer Experience Specialist
AEP Energy
***** ********
*********************
Initial Complaint
Date:10/28/2024
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.
My electric is turned off in the middle of fall its 40 outside and my bill isnt due and they have me turned off and my bill is due the 31st
Business Response
Date: 11/04/2024
Good morning,
******* ******** has a billing dispute with his local utility. AEP Energy is a third-party supplier of electric and natural gas. AEP Energy does not provide supply services to customers in ************************ Please let AEP Energy know when this case can be removed.

******** B ****** | CUSTOMER EXPERIENCE SPEC
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